SOLUTIONS

Service Lifecycle Management

In technical and manufacturing B2B, managing the entire after-sales service lifecycle is crucial to ensure business continuity, customer satisfaction and new business opportunities. RuleDesigner SLM digitises and connects all service processes - ticketing, service planning, 3D parts portal, aftersales offers - seamlessly integrating configurations, contracts and technical documentation.

What is RuleDesigner SLM

RuleDesigner SLM is the enterprise solution for complete service and aftersales lifecycle management.
It enables an extended digital thread that links the product configurations actually sold to customers with the ticketing, spare parts, contract and maintenance processes.
It supports the integrated management of requests, interventions, aftersales offers and interactive spare parts portal, ensuring efficiency, traceability and service customisation.

Main Features

Ticket and service request management

Intervention planning and management.

Interactive 3D parts portal

Integration with CPQ for spare parts and after-sales services

Integration with PLM and configurator

Management of contracts and guarantees

Dynamic technical documentation

Non-Compliance Management and Change Request

Dedicated portals and extended collaboration

Optimising the service lifecycle and digitising after-sales

Comprehensive ticket and intervention management

  • Advanced workflows for the ticket lifecycle: opening, classification, assignment, SLA
  • Action planning with resource, time, priority and customer feedback management
  • Direct link to installed products and sold configurations
  • Advanced dashboards for performance analysis and service KPIs

3D parts portal and visual identification

  • Interactive portal with navigable 3D exploded views and visual identification of spare parts
  • Profiled access for customers and partners, with visibility into real configurations
  • Direct link to CAD models and up-to-date technical documentation
  • Integration with CPQ modules for configuration and request of complex parts

Management of contracts, guarantees and SLAs

  • Full traceability of active contracts, extensions, expiry dates and coverages
  • Automatic association to sold products and related services
  • Automatic validation of claims based on warranty or contract status
  • Automated document generation and renewal

Integration with CPQ and after-sales order lifecycle

  • Management of the spare parts and after-sales service quotation process
  • Integration with the product configurator to create offers compatible with installed configurations
  • Direct link between tickets and offers to generate consistent and approved quotations
  • Monitoring of the after-sales order cycle, including delivery and installation

Configuration tracking and historical data

  • Each service request is linked to the actual configuration sold to the customer
  • Quick access to technical documentation, previous versions and specific manuals
  • Integration with PLM for synchronisation of BOMs, versions and changes

Management of technical service documentation

  • Centralised repository for technical documents, manuals, safety data sheets, maintenance plans
  • Automatic versioning and validations
  • Selective publication on client portals

Non-Compliance and Change Management

  • Recording and classification of non-conformities directly from the ticket
  • Evaluation of impacts on installation, configurations and contracts
  • Connection with ECR/ECO (Engineering Change Request / Order) flows in PLM
  • Traceability of each change on the BOM, documentation and related processes

Collaboration and extended sharing

  • Self-service portals for customers, installers, technicians, partners
  • Targeted and secure access to configurations, documents, spare parts and request status
  • Collaborative workflows for shared validations, quotation requests and maintenance

Automation & low-code

  • Automation and low-code
  • Automation of routine actions: notifications, document generation, ticket updates
  • Definition of tailor-made rules and behaviour via no-code / low-code
  • Integration with external systems (ERP, CRM, FSM) via connectors, web services, border tables
  • Integrazione con sistemi esterni (ERP, CRM, FSM) tramite connettori, web services, tabelle di frontiera

Why choose RuleDesigner CPQ

Comprehensive: covers every area of after-sales – from ticketing to spare parts configuration

Integrated: connects natively to CPQ, PLM, ERP, CRM

Customised: supports tailor-made products and differentiated contracts

Efficient: reduces intervention time and increases customer satisfaction

Before & After the introduction of SLM

Process

Before the SLM

Afterwards with RuleDesigner SLM

Ticketing and Assistance
Excel sheets, emails, fragmented information
Structured flows with SLAs, allocations and traceability
Intervention planning
Manual and misaligned by resources and contracts
Shared calendars, technical planning and automatic allocation
Spare parts
Static PDFs, identification errors, slow processes
Static PDFs, identification errors, slow processes
Contracts and guarantees
Data missing, no visibility on covers
Integrated tracking with automatic validations for tickets and offers
After-sales and CPQ
Offers disconnected from the actual configuration
CPQ configurator integrated with installed products
Technical Documentation
Disconnected, obsolete manuals
Automatic versioning, contextualised access and centralised updates
Feedback and improvement
No connection with R&D
Integration with NPD and change management flows
Non-conformities and modifications
Separate, responsive tracking
ECR/ECO management integrated with SLM and PLM
Customer Experience
Long lead times, unstructured channels
Dedicated portals, automatic notifications, full visibility

FAQ section

Yes, it supports native integration via web services, REST APIs, border tables and pre-configured connectors.

Yes. RuleDesigner SLM is natively integrated with RuleDesigner PLM, but it can also connect to third-party PLMs to synchronise configurations, BOMs, technical documentation and manage change impacts (ECR/ECO).

Absolutely. Thanks to the integrated CPQ configurator you can generate customised after-sales offers even for made-to-order products.

Yes, the platform includes an interactive 3D portal with access profiled and filtered by configuration.

It records coverages, SLAs, renewals and contract conditions by linking them directly to configurations and support requests.

Yes. Documentation is managed centrally, versioned and published on the portal according to the installed configuration.

Do you have an after-sales digital transformation project?

We help you build an extended digital thread to make your service scalable, automated and profitable.

Contact us