When ERP hits its limit: building the missing process layer in WEBCON
When your ERP can't keep up with the business needs, you have two options: keep customizing and hope for best or build the process layer outside ERP. GTX Service chose the second path. They moved their core operations to WEBCON, got full visibility across the business, and stopped paying the price of ERP debt.
service orders handled annually
average time to roll out a process change
full operational visibility
"The cost of implementing changes in WEBCON is incomparably lower than in an ERP system."
ERP reached its limits
In 2019, GTX Service ran into a problem that many operations teams know well: the ERP couldn't handle dynamic service processes. Digitization attempts inside the ERP failed. Every change meant months of requirements gathering, high risk of breaking something during updates, and growing IT costs. At the same time, manual procedures made consistency and speed impossible.
„In ERP, every change took months. You had to document it in detail, get approval, and then wait for implementation to begin. If something went wrong – another few months of fixes. With WEBCON, we move at a pace that would have been unthinkable before.”
Krystian Dobrzyński, Process Management & Business Intelligence Manager, GTX Service
The challenge
Inability to respond to market changes fast − every ERP modification meant months of waiting.
Why WEBCON?
Building apps that fit exact business needs − and changing them whenever the business changes.
ERP constraints
Even with an internal dev team, every modification required extensive documentation, long lead times, and the constant risk of expensive errors. The pace of change didn't match the pace of the business.
Decentralization
GTX Service moved from a single Warsaw service center to a distributed network of repair points across Poland. That shift required digital infrastructure. Without it, managing a dispersed team, logistics, and quality at scale wasn't going to work.
Full-service ownership
Customers expected GTX Service to own the entire process, from device pickup to delivery, including communication, documentation, and statutory deadlines. Meeting that standard required integrating multiple systems and automating dozens of process steps.
“We hit a wall with our ERP. Any new initiative couldn't be digitalized in our system. We needed a solution that lets us respond to market needs in days, not months.”
Dariusz Robak
COO, GTX Service
The fix: WEBCON as the process layer
GTX Service deployed WEBCON as the operational core for their service processes. The rollout was iterative, allowing the team to improve processes based on real operational experience rather than assumptions.
Phase 1.0 covered the core service process, from device intake to return. Tens of orders went through this version, revealing customer needs and the highest-impact automation opportunities.
Phase 2.0 extended to the full order lifecycle: multi-channel intake via forms, email, and customer system integrations; automatic routing to the right service point based on specialization and workload; courier integrations; spare parts management; warranty verification; payment handling; and final delivery to the customer.
Key areas now running on WEBCON
The company regularly modifies processes, rolls out new ideas, and expands its WEBCON-based solutions into new business areas. The latest initiative is embedding AI directly into operational processes: how GTX Service deploys AI in WEBCON.
- Order intake uses AI to interpret data from emails and external forms, automatically mapping fields and dictionary values. Manual data entry is gone.
- Logistics and transport connects to courier APIs. Orders route automatically to the right service location based on specialization, geography, and current load. Packages consolidate in real time.
- Parts management runs on automated inventory replenishment using Pareto classification. The system generates supplier orders based on demand signals from service diagnostics.
- Diagnostics and knowledge base gives technicians structured data at their workstation. The logic is simple: if one technician solved it, the next one can too.
- Customer service integrates with the phone system. When a customer calls, their profile and order history appear immediately, without searching.
- Deadline management calculates warranty and guarantees cutoffs automatically. SLA monitoring runs in real time with escalations and alerts.
- BI and reporting feeds Power BI dashboards with repair rate, on-time delivery, NPS, and cost data. Every brand owner sees their own orders, the most common faults, and the full photo and data history behind each one.
- ESG and carbon footprint applications calculate CO2 reduction for each repair, using a methodology reviewed by KPMG and aligned with the Right to Repair directive.
Why WEBCON, not ERP customization?
GTX Service tried building service processes in their ERP. It wasn't the right tool.
| ✅ WEBCON | System ERP | |
| Time to roll out a change | Days | Months |
| Risk od modification | Low – live changes with InstantChange™ | High – affects upgrades |
| Non-standard integrations | Native API – fast | Difficult – affects upgrades |
| Building custom solutions | Low-code, without scripting | Difficult – affects upgrades |
| Multi-country expansion | One process, many countries, easy to adapt | Difficult – requires separate implementations |
See what happens when processes stop slowing your business down
GTX Service started with one process in 2019. Today that same system handles operations across 8 countries, hundreds of thousands of repair orders, and learns from every single task.
GTX Service provides warranty service and repairs for power tools and similar equipment for businesses. The company also runs Naprawomat, a home repair network for individual consumers.
Industry
Services
Use case
More about GTX Service
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