After-sales service (SAV) is where customer loyalty is won or lost. Without a structured workflow, warranty claims arrive by phone and email, eligibility is checked manually against invoices and serial numbers, and repair vs exchange decisions are inconsistent.

The result: long wait times, disputed eligibility, and customers who never buy again. Utilyx models SAV as an executable workflow with claim declaration, automatic eligibility check, repair/exchange routing, tracking, closure and PDF certificate generation.

The workflow is structured as a decision tree with 3 branches (in-warranty, extended-warranty, out-of-warranty) and 8 steps end-to-end. Every action is logged in the sav_audit subtable against the equipment serial number. Warranty claim processing takes 3+ weeks — automated eligibility check cuts to 3 days.

• Step 1 (Start — Claim declaration): the customer or agent declares a warranty claim via the portal or call center with mandatory fields claim_id, equipment_serial, purchase_date, fault_description, customer_id, proof_of_purchase. The copilote IA categorizes the fault (mechanical, electrical, software, cosmetic) from the description.

• Step 2 (Eligibility check): the workflow validates the serial number and purchase date via sql-query against equipment_record and warranty_terms — checking warranty_start, warranty_end, warranty_type (standard/extended). The eligibility result (in-warranty, extended-warranty, out-of-warranty) is computed automatically in seconds.

• Step 3 (Branch — eligibility split): Branch A (in-warranty): route to repair or exchange sub-workflow based on product_type and fault_category. Branch B (extended-warranty): validate the extended warranty contract via sql-query against extended_warranty_contract, then route as Branch A. Branch C (out-of-warranty): route to a paid-repair quote for customer approval.

• Step 4 (Repair/exchange): the technician documents the repair (parts_replaced[], labor_hours, diagnostic_code), or the exchange order is created via webhook to the order system. Field service integration dispatches a technician via call-connector when on-site work is needed.

• Step 5 (Tracking): the customer receives status updates in their language (7 languages supported) at each milestone (received, in-repair, shipped, ready) until closure.

• Step 6 (Closure & certificate): on completion, usePDF generates a warranty certificate or service certificate with the work done, parts replaced and new warranty period (start_date, end_date). The certificate is emailed to the customer.

• Step 7 (Quality flag): if the same equipment_serial has 3+ claims in 12 months, the workflow flags it to quality via webhook for a reliability review — a sub-branch that prevents systemic defects from going unnoticed.

• Step 8 (Archive): the complete SAV file (claim, eligibility log, repair report, certificate) is archived in useArchive with index fields equipment_serial, claim_id, customer_id, warranty_type, claim_date for warranty and compliance audits.

Teams using Utilyx cut warranty claim processing from 3+ weeks to 3 days thanks to automated serial/date eligibility validation, and reduce disputed claims by 50% thanks to the audit trail in sav_audit against the equipment record.

The no-code visual designer lets an after-sales manager build and adjust the workflow without developers, and the AI copilot generates routing and eligibility rules from a plain-language description — 60% faster deployment at 70% lower TCO. The 3-claim quality flag catches systemic defects before they scale.

Every claim, repair and part is recorded against the equipment serial number, producing a full service history. usePDF certificates give customers a trusted proof of work, and useArchive retains the complete file for warranty and compliance audits.

7-language support means a single SAV workflow serves international customer bases without duplicated configuration, and the equipment_serial index gives warranty teams instant access to the full intervention history per unit.