RepairInfra

Repair infrastructure for brands

Early-stage · Research phase

Is there a need for repair coordination software for working with external service partners?

We are researching whether brands and importers need software to organise repair requests, external service partners and customer communication in one place.

Tell us how you manage repairs

We invite brands and importers to share their current repair and after-sales workflows.

One connected repair workflowConcept · Planned workflow
  1. 01Repair request
  2. 02Triage
  3. 03Repair partner
  4. 04Status
  5. 05Completed case
RepairInfraThe proposed coordination layer. Your partners do the physical repair.

01 / The challenge

Repair gets
complicated quickly.

For brands that work with external repair partners, a single repair request can involve customer service, warranty checks, product data, spare parts, logistics, service partners and repeated status updates.

As repair requirements increase, many brands still manage parts of this process through email, spreadsheets, helpdesk tickets and separate service partners.

01

Fragmented intake

Repair requests arrive through different channels.

02

External service partners

Cases need to reach the right repair company.

03

Limited visibility

Brands and customers often depend on manual status updates.

04

Scattered repair data

Repair outcomes and recurring product issues can be difficult to analyse centrally.

02 / How it would work

One workflow from repair request to completed case.

RepairInfra is researching whether there is a need for software to coordinate this workflow. These are planned capabilities, not a live product. The steps below are exploratory examples, not a commitment to build them.

  1. Customer submits a repair request

    The planned intake would capture product details, serial number, purchase information, an issue description and optional photos or video.

  2. Case is created

    The brand would be able to review warranty and service information and determine the next step.

  3. Case is routed

    The repair request would be sent to the appropriate external repair or service partner.

  4. Repair partner updates the case

    The partner would be able to accept the job, update status, register parts and complete the repair.

  5. Customer stays informed

    Relevant status updates could be communicated throughout the process.

  6. Brand gets the data

    Repair status, turnaround times, outcomes, costs and recurring issues would be available in a central view.

03 / Planned capabilities

The software layer around physical repair.

Illustrative capabilities for exploring whether brands and importers need repair coordination software. These examples are not a committed roadmap.

Repair intake

Centralise customer repair requests.

Case management

Track every repair from request to completion.

Repair partner routing

Send cases to the right external service provider.

Status tracking

Follow progress across multiple service partners.

Customer communication

Keep customers informed throughout the repair process.

Repair reporting

Create a central view of repair volume, turnaround times and recurring defects.

Parts registration

Record which spare parts are required or used.

Warranty/service context

Keep purchase and service information linked to the repair case.

04 / A clear division of work

Your repair partners keep repairing.
RepairInfra could connect the workflow.

RepairInfra is not a repair shop and is not intended to replace repair companies.

We are researching whether brands with existing service partners and those looking for suitable partners need a software and coordination layer. RepairInfra has no existing partner network.

The relationship

Brand

Owns the customer relationship, products and service policies.

The planned software layer

RepairInfra

Would manage the repair workflow, routing, visibility and data.

The physical repair

Repair partner

Performs the physical diagnosis and repair.

No RepairInfra warehouse. No RepairInfra repair shop. No in-house repair fleet required.

05 / For brands & importers

For brands working with or exploring repair partners.

We are researching whether brands and importers need software to coordinate repairs with external partners without building their own repair organisation.

Initial focus: Netherlands / Benelux

  • Private-label brands
  • Importers
  • Consumer electronics brands
  • Small household appliance brands
  • Distributors
  • Online-first product brands

06 / The changing context

Repair is becoming a bigger part of after-sales.

European rules are increasing the focus on product repairability and access to repair services for a growing number of product categories.

For brands and importers, that can make repair operations, partner coordination and repair data increasingly important.

RepairInfra is exploring infrastructure that can help make those workflows easier to manage.

RepairInfra does not provide legal advice.

07 / Listening before building

We’re researching whether brands need repair coordination software.

To investigate demand for software coordinating repair workflows and external partners, RepairInfra invites brands, importers and distributors to share their current processes and pain points.

If you manage repair or after-sales processes for a product brand, we’d be interested to hear how you currently work.

Share your repair workflow

We’re particularly interested in

  • Repair request volumes
  • Repair versus replacement decisions
  • External repair partner management
  • Spare-part workflows
  • Warranty and out-of-warranty cases
  • Customer status communication
  • Repair reporting and data
  • The steps that currently require the most manual work

Let’s compare notes

How do you manage
repairs today?

We’re researching whether brands and importers need software to coordinate repairs and external service partners. How do you manage this today, and where do you run into problems?

Start a conversation by email.