EcoConnect Service Hub

[neharao]

Idea Finalist in the US SA CSM Hackathon, 2025

Ideators: Nathan Venechuk, Lauren Jacobi, Pedro Lopez, Kelley Johnson

Challenge Addressed:
•Fragmented Communication Channels
oRelying on email, MSFT Teams, Cadence Calls lead to delays and miscommunication
•Lack of Real-Time Visibility
oOnce a case is created customers & CSMs are left in the dark on resolution – lack of trust
•Business Unit Silos
oLeading to scheduling conflicts/ lack of accountability
•Inconsistent Post-Service Feedback Loops
oLack of Service Report delivery and WO completion standardization
•Disconnected Systems
obFO/ bFS, ASCO ClearView and others in the SE tech stack lack seamlessness making it hard to unify workflows internally & externally

Offer / Idea Description:
•A unified, web-based and mobile-accessible service hub where customers can:
o Create and manage cases, tickets, or on-site work orders directly (without relying on email chains).
oTrack real-time status of dispatches, technician arrival times, and resolution progress.
oCommunicate directly with Schneider’s service teams via chat, call, or video in one interface.
oReceive automated updates, estimated completion times, and post-service summaries.
oVisibility into upcoming and past due invoices in real-time with the ability to add PO number.
oReal-time updates into part tracking, including shipping date, location and packing list