Point5nyble

About the Challenge

Exicom Tele-Systems operates a large-scale Battery division (ESS) serving telecom and industrial customers across India. Managing battery asset complaints, spare part movements across multiple warehouses, vendor invoicing, and pre-registration of cases — all on Salesforce — was slow, expensive, and too generic for the Battery team's specific workflows.

The team needed a platform where battery cases could be raised with pre-registration support, inventory could move between warehouses with proper tracking, vendor invoices could be tied to circles and PO cost centers, and repair engineers could manage their own stock. None of this was streamlined in Salesforce, driving high manual overhead and data mismatches with SAP.

Our Solution — ESS (Energy Storage Systems)

Point5Nyble designed and built ESS as a purpose-built, role-aware CRM for EV OEM after-sales operations, built on Java (Spring Boot) for the backend and Angular for the frontend. The system manages the complete service lifecycle from installation commissioning through warranty expiry, with every user type getting a tailored interface and access scope.

Core modules delivered:

• Customer 360 — a single unified view for customer care executives showing every customer, their charger(s), warranty status, purchase history, and full interaction & complaint timeline
• Complaint & Ticket Management — end-to-end complaint lifecycle with automated SLA tracking, breach alerting, multi-level escalation rules, and structured closure workflows; ensures no ticket is missed or breached silently
• Warranty & AMC Management — automated warranty registration on sale, expiry alerts, extended warranty and AMC upsell triggers surfaced directly to customer care executives during call handling
• Field Engineer Job Sheets — digital job cards assigned to field engineers with pre-populated site, charger, and warranty data; engineers submit closure reports, photos, and part-used details from the field
• Parts & Inventory Integration (SAP) — spare parts requests raised in ESS are pushed directly to SAP; stock availability, dispatch status, and cost are pulled back into ESS in real time, eliminating duplicate data entry
• SAP Finance Bridge — service revenue, AMC billing events, and chargeable visit records sync to SAP for invoicing and cost-centre allocation without manual intervention
• Dealer Partner Portal — scoped Angular module for Exicom’s 500+ dealer network; dealers raise service requests, track status, and view resolution history for their customers only
• Installation & Commissioning Workflow — site survey scheduling, pre-installation checklist, commissioning sign-off, and automatic warranty start-date trigger on first power-on
• SLA Dashboards & Management Reporting — real-time compliance charts, TAT analysis, engineer performance scorecards, and exportable MIS reports for operations and senior management

Technology & Architecture

ESS is a multi-tier web application. The backend is built in Java with Spring Boot, exposing secured REST APIs (Spring Security with role-based access control) consumed by an Angular SPA frontend. Data is persisted in SQL Server. Role-based Angular modules ensure customer care executives, field engineers, support operations, and dealer partners each see a purpose-built interface — not a generic form.

The SAP integration layer uses a bi-directional sync: ESS pushes parts requests, commissioning events, and billing triggers to SAP, and pulls back inventory availability, delivery status, and customer master data. This keeps SAP as the single source of truth for procurement and finance while ESS owns the service workflow.

The system is hosted on-premise within Exicom’s infrastructure with a CI/CD pipeline managing builds and deployments. It handles concurrent usage across Exicom’s national call centre, field engineering teams, and the dealer partner network simultaneously.