International service platform
for service partners

the customer

The Swiss manufacturer is a specialist in high-quality domestic and office furniture including a variety of veritable design classics.

the task

With a supplier of top-quality, high value furniture, customers expect a level of service to match. Vitra wants to use external service partners flexibly, but also to maintain full control at all times, so that it always has information on the repair status of each individual piece of furniture.

the solution

Paradigma has developed a service platform in cooperation with partner company Warranty Solutions GmbH on the basis of MACHINE | ASSIST on which all Vitra’s service partners across Europe handle their service cases. Dispatching, controlling and status communication remain controlled by Vitra – during the warranty time as well as during service calls.

the details

  • MACHINE | ASSIST as a SAP web interface
  • Web-based system: Access to the service platform is via browser and login
  • Additional offline app based on MOBILE | ASSIST
  • Service tickets are assigned by Vitra, service partners, customers, specialist trade partners
  • Gathering customer addresses
  • Very simple operation, no training
  • Evaluation for replacement parts, products, response times, implementation periods, costs

your contact

Matthias Janik

Dipl.-Ing. (FH) (diploma in Engineering), Project management,
Customer service

Tel. +49 89 89053-115 
Mobile +49 171 350 34 88