Operational excellence and AI as a core of a growth strategy

Warranty service at scale: high volume, high expectations

Warranty service at scale means serving three client groups at once: manufacturers, retailers, and end customers. With over 100,000 work orders a year, operational efficiency becomes your competitive edge.

As scale increases, operational complexity often grows faster than the ability to control it. More orders, more locations, and more critical points in the process. Most companies respond by growing headcount proportionally – which immediately drives up costs.

One digital process instead of scattered operations

ERP functionality was no longer enough. Changing anything took months, even with IT in-house. Without a single source of truth, tracking process performance was a constant struggle.

GTX Service moved its core service process into WEBCON back in 2019. The company digitized the entire repair cycle, from intake to device return, into one standardized door-to-door process. You can read more about how GTX Service built its digital foundation here.

The system automatically registers work orders from all incoming channels. It routes each order to the appropriate service center based on competency, location, and availability. SLA tracking runs in the background with alerts firing before deadlines get close. Shipping happens automatically too, no manual steps.

"We introduced deadline management for every service order. Today we are the only company on the Polish market that guarantees 99% on-time delivery and confidently puts the SLA into contracts."

Dariusz Robak, COO, GTX Service

AI as the next operational layer

Digitizing the process was just the beginning. With structured data flowing from every work order, the team started asking how they could use it to work faster, cheaper, and more accurately?

GTX Service embedded AI directly into the process – as the next layer of operational improvement.

• Work order intake.AI processes incoming requests and automatically registers work orders. Employees are involved only in exceptional cases.

• Photo quality control. An AI model evaluates photos taken by technicians when they receive a device, and gives real-time feedback on whether the documentation needs to be improved. The model outperforms human reviewers.

Read more about how GTX Service embedded AI directly into its service processes.

New business model

Once the door-to-door process was running smoothly, the company launched home repairs. A new business model was built on the same foundations, but with entirely different business logic. Different customers, different process variables, and different operational rhythm. The processes from the core business could not be copied one-to-one – they had to evolve.

That is how Naprawomat was born – a mobile repair service for consumers covering home appliance repairs, plumbing, electrical work, handyman services, and on-site installations directly at the customer's home.

"The hardest part of developing new business lines is that you never know what you're going to face. Processes emerge along the way. And they change frequently. Without technology that can handle that, you simply cannot build this kind of business."

Dariusz Robak, Dyrektor Operacyjny, GTX Service

GTX Service is rolling out Naprawomat to a new city every two weeks. With no need to expand the company's organizational structure and without months of implementation work.

Continuous improvement at GTX Service

GTX Service keeps building new solutions on the WEBCON platform. Business submits requirements, then works together with IT and operations. They test, improve, and deploy new applications together.

Every application generates more data, and that data comes with business context built in. That's where new automation ideas and AI use cases keep coming from.

Find out how WEBCON and AI can become the foundation for your operational excellence. Get in touch.