Service request module is often misunderstood as a stand-alone function managed through a ticketing system or a simple CRM add-on. While such tools may capture complaints or requests, they rarely address the real challenge: connecting customer interactions with the business processes that actually solve their issues.
This is where ERP makes all the difference. True customer service is not about logging tickets; it is about giving customers fast, accurate and meaningful responses by linking their queries directly to orders, inventory, logistics, financials and most importantly to a growing database of proven solutions, transparent cost tracking and real-time communication.
Why Stand-Alone Ticketing Systems Fall Short
A typical ticketing or CRM system captures service requests and routes them to agents. But when a customer calls asking:
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“Has my order shipped?”
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“When will my replacement arrive?”
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“Why was I billed twice?”
…the agent must switch between multiple systems—order management, warehouse and accounts—to find answers. This not only slows down resolution but also frustrates customers who expect instant clarity. Worse, even if a solution exists, it may not be documented or accessible to the next agent who faces the same issue.
Tuhund’s Approach – From Tickets to Solutions
In Tuhund, customer service is not an isolated tool. It is deeply embedded into ERP, sharing the same data and processes. Beyond that, Tuhund captures every solution provided to a problem—or even to an opportunity—and builds it into a solution database.
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Each solution entry includes conditions under which it worked, time and material used, staff involvement, comments and even setbacks.
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When a similar issue arises again, the system recalls the past solution along with its complete context.
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The organisation learns continuously, improving efficiency and consistency over time.
Cost and Effort Tracking – Adding Transparency
One of the most powerful aspects of Tuhund’s service management is cost and expense tracking, especially the cost of effort.
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The system records exactly who was involved, how much time each person spent and when.
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It captures other expenses like materials, travel and third-party costs.
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Customers can be kept informed of estimates at the start and actuals at the end, providing full transparency into the resources consumed in resolving their request.
At ECS itself, where Tuhund was born, this transparency has changed the dynamics of customer service. There have been instances where customers, after seeing the actual costs of handling complex service requests, chose to simplify their requirements or even cancel non-essential requests—saving both sides time and effort.
This builds trust and ensures customer service remains sustainable.
Notifications and Digital Interaction
Customer service is also about timely and effective communication—and Tuhund provides a flexible multi-channel notification system that connects both customers and internal staff.
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Event-Based Notifications – For each event in the service lifecycle, notifications can be configured independently for both customers and staff.
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Choice of Mode – Email, SMS, WhatsApp, on-screen alerts or portal updates can be enabled per event.
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Interactive Links – Notifications are not just messages; they contain links that open the relevant service view directly so action can be taken instantly.
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Customer Self-Service – Through the customer portal, service requests can be approved or rejected along with remarks directly via notification links.
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Rich Content – Notifications can carry service job cards and reports which may include photographs, attached files, customer signatures and detailed notes.
This turns customer service into a collaborative real-time process where customers are not passive recipients of updates but active participants in resolving their requests.
Customer Service as a Growth Driver
With Tuhund, customer service evolves far beyond ticket resolution. It becomes a strategic driver of business value:
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Faster, more reliable responses with the solution database.
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Continuous improvement as processes are refined over time.
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Cost visibility and control ensuring service remains sustainable.
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Stronger trust through transparent communication and customer empowerment.
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Real-time collaboration with interactive notifications and portals.
Conclusion
Customer service cannot be truly effective if it is isolated from core business processes—and it cannot be sustainable if the cost of effort remains invisible. It also cannot be engaging if customers are left waiting without transparency or control.
By embedding customer service into ERP, capturing solutions in a growing knowledge base, tracking every cost of effort and enabling two-way communication through configurable notifications and portals, Tuhund delivers a unique combination of speed, intelligence, transparency and collaboration.
Customer service is not just about solving problems. It is about building relationships on efficiency, trust and participation—and that is only possible when ERP and customer service work as one.
