The starting point: requests came in, transparency did not
Every service request passed through several stations. Customer service, internal sales, engineering, scheduling and billing all worked on the same case — but not in the same system.
Information was handed over by email, spreadsheets and phone. Responsibilities were scattered, progress was hard to trace, and handovers were error-prone.
The more people were involved, the harder it became to keep an overview — for employees and customers alike. The result: delays, unnecessary coordination, and economic potential lost in day-to-day operations.
The challenge
The information needed lived in the ERP, but the service process itself ran alongside it, through emails, spreadsheets and phone calls:
- Data in the ERP, process outside it
- Every handover cost time
- Transparency only by asking around
What was needed was not another ticketing tool, but a central solution with a direct ERP integration that maps the entire service process end-to-end.
About the project: understanding before building
The customer put a complex problem on the table. vensas convinced through fast, concrete understanding of the situation — not only technically, but above all in terms of process.
What stood out was the transparency throughout the project. In the first phase little was visible, even though the decisive foundations were already being laid in the background. vensas communicated this openly and built the trust such a project needs.
In the second phase the change became visible: out of emails, spreadsheets, departments and handovers grew a single, end-to-end digital service process — one that made silent losses both visible and avoidable.
