Ice-Watch Repair Tracker
A global after-sales repair management system developed for Ice-Watch, scaling from Belgium to over 40 countries with localized workflows and multilingual support.
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Client
Ice-Watch Distributor
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Headquarters
Bastogne, Belgium
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Industry
Retail / Consumer Electronics
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Scope
After-sales workflow automation
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Timeframe
2011 – 2015
Overview
A global repair tracking solution for a fast-growing watch brand with increasing after-sales demands.
Launched in Belgium in 2011, the Ice-Watch Repair Tracker was developed using ASP.NET MVC and SQL Server to bring structure to a repair backlog of over 3,000 watches. Built as a multi-step workflow application, it allowed watch retailers to register claims, print barcoded shipping labels, and track repair status in real time — while enabling distributors to manage logistics locally or internationally. Once deployed, it enabled customer transparency and significantly reduced repair time.
Functional Scope
The system was delivered with a comprehensive set of tools to manage every step of the repair process:
- Workflow-based repair tracking (local and global)
- Multilingual customer interface (4 languages)
- Universal search engine with barcode lookup
- User, entity, and role-based access management
- Dynamic packing list generator
- Dashboards and custom reports per country
The application was structured with modular features including dashboards, claim management, user control, multilingual design, and integrated PDF generation for packing slips and step instructions.
The Challenge
The distributor had no reliable way to track repair status, causing inefficiencies and customer dissatisfaction. Watches were lost, status was unknown, and repair time exceeded two months. A centralized, traceable, and globally adaptable solution was needed — with multilingual support and country-specific workflows.
- No central system for tracking repairs
- Repair time averaged 8 weeks
- Over 3,000 watches in backlog at project start
- Needed expansion to 40+ countries and languages
Result
The Repair Tracker transformed repair operations. The average repair time was reduced to just 3 weeks, customers could follow their claim online, and the distributor could forecast workload based on trends. Once deployed globally, Ice-Watch charged distributors for the platform — turning it into a revenue-generating tool and a strategic brand asset.
- Repair time cut from 8 weeks to 3
- Real-time tracking and notifications
- Deployed in 40+ countries
- Multilingual customer interface
- Revenue-generating licensing model
User Interface Highlights
These screen mockups illustrate the simplicity and clarity of the RepairTracker interface. From job intake to repair status updates, the design was optimized for speed, accuracy, and multilingual usability across countries.
Benefits Over Off-the-Shelf Systems
Unlike generic helpdesk or ticketing platforms, the RepairTracker system was tailor-made to reflect the real-world workflow of after-sales repair logistics. It supports barcode-driven tracking, multilingual interaction, and country-specific variations — all from a unified interface that scales globally.
Designed for end-to-end efficiency, this solution empowered shops, distributors, and repair centers to collaborate through a seamless step-by-step workflow. It offered localized autonomy with centralized oversight — a level of flexibility rarely found in standard support systems.
2 Devs
Agile team with global results
5 Years
Iterative design and expansion
From total chaos to global standard — this system gave Ice-Watch the control, transparency, and structure we needed to support our customers and partners worldwide.
