1. Background & Business Needs
PT. Dharma Kumala Utama(DKU)is a company engaged in the sales, service, and repair of electronic devices, one of which is a product from Sumitomo. Along with business growth, DKU needs a digital platform that can manage the entire sales and service/repair flow end-to-end — from receiving goods to returning them to the customer.
Currently, DKU's operational processes are still running manually and separately. This poses several challenges:
- Slow processes and prone to errors— manual recording leads to inconsistent data and difficulty in tracking.
- Lack of transparency to customers— customers do not receive real-time updates on the status of their device repairs.
- Inefficient coordination between teams— Customer Care, Technicians, Warehouse, and Finance work with unintegrated systems.
- No centralized warranty system— warranty validation is done manually, increasing the risk of calculation errors and potential abuse of warranty claims.
DKU needs an integrated platform that includes:
- Service order trackingfrom start to finish
- Warranty managementautomatically based on the date of sale
- Technician coordinationwith assignments and digital repair reports
- Warehouse & finance integration— spare part stock, quotations, invoices, and payment confirmations in one system
- Customer portalfor transparency of status and independent approval of quotations
- Sales pipeline— management of prospects, follow-ups, and sales of devices/products integrated with the service flow
2. Project Objectives
- Digitalization of the sales flow to payment— the entire sales process from prospect recording, offers, sales orders, to payment receipt is recorded and tracked in one system.
- Digitalization of the end-to-end service/repair flow— from receipt of goods to release, all stages are recorded and tracked in the system.
- Transparency of status to customers— through a web portal and automatic notifications (email & WhatsApp), customers are always informed of the progress of their orders.
- Role-based access control— each role (Customer Care, Technician, Finance, Warehouse, Sales, Admin) has a view and access rights appropriate to their responsibilities.
- Integration in one platform— spare part inventory, quotations, invoices, payments, and sales pipeline are managed in one integrated system based on Odoo.
- Operational efficiency— reducing manual processes, speeding up service turnaround time, and minimizing errors.
3. Service Center Process Flow
4. Notification Flow to Customers
Automatic notifications are sent via email and WhatsApp for every important status change:
| Trigger | Status | Notification Content |
|---|---|---|
| Item received | RECEIVED | Confirmation of item receipt |
| Quotation ready | QUOTED | Cost details + approval link in the portal |
| Changes in progress | — | Update on scope/cost changes |
| Item repaired | REPAIRED | Information that the item is ready |
| Invoice sent | INVOICED | Billing details + payment method |
| Item ready for pickup/delivery | RELEASED | Pickup/delivery instructions |
.
After 1-2 months of discussions and application development, on March 10-12, 2026, the Odoo Infinys System Indonesia team finally visited the office of PT. Dharma Kumala (DKU) located in Surabaya. We presented to the DKU team and visited their warehouse.
And it was finally agreed that after March 12, the installation would be done on the Production Server and preparations for data migration and application Go-Live.
