Case Study: Sears Home Services cuts repair cycle time and service costs with Softeon Service Repair Solution

Sears - Customer Case Study

Sears Home Services, the appliance and repair arm of Sears with more than 2,400 stores and relationships with over 43 million households (handling roughly 13 million service calls and 2 million carry‑in repairs annually), faced rising service support costs, large variation in repair flow, limited track‑and‑trace visibility, and inaccuracies in parts inventory that hurt customer service and process standardization. To address these challenges, Sears engaged Softeon and deployed Softeon’s Warehouse Management System (WMS), Distributed Order Management (DOM), Returns Process Management (RPM) and the Softeon Service Repair Solution.

Softeon implemented a blended Service Repair Solution that integrated WMS functions with service order management and asset‑tracking modules to enable real‑time, event‑driven state transitions across the repair cycle. The Softeon deployment delivered end‑to‑end visibility from intake to customer pickup, reduced repair cycle time and overall service costs, improved cost collection, increased parts availability transparency and forward visibility for customers, and boosted process productivity and information accuracy across the supply chain.

Sears