Kitchen Center: From Manual Coordination to a Self-Service, SAP-Native Field Operation
How Chile's leading kitchen and home appliance retailer replaced its legacy FSM tool with Sodtrack, pushing customer self-scheduling from 5% to 70%, increasing visits per technician per day from 6.5 to 8, and connecting every service flow directly to SAP.
About Kitchen Center
Kitchen Center is Chile's leading specialty retailer of kitchen equipment, appliances, and home goods, operating a nationwide store network alongside a fast-growing e-commerce business and the premium Coquinaria brand. Beyond the sales floor, Kitchen Center runs its own in-house technical service operation that delivers installations, repairs, and warranty work for the products it sells, making field service a core part of the customer experience and a strategic differentiator versus generalist retailers.
The Challenge
Kitchen Center's after-sales operation was running on a legacy field service management tool that was no longer keeping up with the business. Customers had almost no way to schedule a visit on their own, the coordination team was buried in manual phone and email work, and leadership had no real-time visibility into what was happening in the field. Every service request had to be touched by a human before a technician could be dispatched.
Beyond the operational pain, scaling the operation meant scaling its integrations too. The previous FSM did connect to SAP, but every new flow or change relied on heavy ad-hoc development and ongoing custom maintenance. Kitchen Center needed a platform that was API-first by design — with documented APIs and webhooks that would make SAP (and any future system) straightforward to integrate, easy to extend, and significantly cheaper to maintain than one-off custom builds.
Operational Complexity
- Nationwide installations, repairs, and warranty visits
- In-house technicians serving a high-volume retail customer base
- Heavy manual coordination by phone, email, and spreadsheets
- Legacy FSM tool with no real-time visibility or self-service
Critical Requirements
- Self-scheduling for customers with reliable notifications end-to-end
- Intelligent scheduling and forecasting to balance supply and demand
- Route optimization to lift visits per technician per day
- API-first platform with documented APIs and webhooks for SAP and beyond
"What made the difference for us was finding a strategic partner, not just a tool. Sodtrack gave us a platform we can genuinely build on — with clean APIs and webhooks that make SAP and any other integration straightforward — backed by hands-on consulting and a support team that helps us turn new ideas into production flows quickly."
Kitchen Center evaluated the market for a partner that could absorb the operational complexity of a national retail service operation, integrate cleanly with SAP, and ship new modules at the pace their business roadmap demanded. Generic FSM tools and adjacent CRM workflows fell short on every dimension.
The Solution
Kitchen Center selected Sodtrack to replace their legacy FSM and become the operational backbone of their after-sales business. The decision came down to four things: a self-service customer experience that the team trusted at scale, intelligent scheduling and route optimization built for high-volume retail service, an API-first platform that made the SAP integration easy to ship and cheap to maintain, and a clear multi-year roadmap of additional modules to deploy as the operation matures.
Customer Self-Scheduling & Notifications
End customers book, reschedule, and confirm their own service visits through a guided flow, backed by a robust notification system that keeps them informed at every step and removes the need for back-and-forth with coordinators.
Intelligent Scheduling & Demand Forecasting
Sodtrack assigns the right technician at the right time based on skills, geography, and capacity, while reporting and forecasting tools let the team balance supply and demand instead of reacting to it day by day.
Route Optimization
Robust route optimization sequences each technician's day around real-world drive time and service windows, which is what unlocked the jump from 6.5 to 8 visits per technician per day.
API-First Integration with SAP
An API-first architecture with documented APIs and webhooks made the SAP integration fast to ship and a pleasure to work with. New flows go live without months of custom development, and the cost of maintaining and extending the integration is a fraction of what ad-hoc builds on the previous platform required.
The business model also aligns incentives the right way: Sodtrack is priced as a base fee plus pay-per-booking, not pay-per-seat. That means Kitchen Center is rewarded for being more efficient per technician and for keeping the coordination team lean, instead of being penalized every time they tighten their operation.
"Sodtrack changed how our service operation runs. Customer self-scheduling went from 5% to 70%, our technicians moved from an average of 6.5 to 8 visits per day, and we finally have full visibility through dashboards and alerts that didn't exist before. Tickets to customer support are down, our coordination team is focused on higher-value work, and everything ties back into SAP. It's the foundation we needed to keep scaling."
The Impact
The numbers tell a clear story of an after-sales operation that has been re-platformed end-to-end, with measurable gains in customer experience, technician productivity, and back-office efficiency:
The qualitative wins are just as important. Customer experience has improved on the back of self-scheduling and proactive notifications, the volume of tickets reaching customer support is meaningfully lower, and Kitchen Center has been able to reduce the size of its coordination team and redeploy that talent to higher-value work. With Sodtrack now in place and a multi-year roadmap of new modules already planned, the after-sales operation has shifted from a cost center managed by spreadsheets to a measurable competitive advantage.
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