01 / 06
Intake & investigation
Customer details and a full description of the item or issue are captured once, at the counter or online — triggering an AI-assisted diagnostic instead of a paper ticket.
Case study / Service operations
The service desk, rebuilt as one workflow.
An AI-native operating system for scheduling and service desk work — from intake and diagnosis through routing, quality control, and close-out — integrated with NetSuite and other ERP systems. Built on actual service-desk processes and data, ready to deploy with customization to each customer's operation.
The challenge
Disconnected at every hand-off.
From drop-off to delivery, the service journey is manual, invisible, and hard to promise against.
Intake is captured differently at every counter, so nothing downstream can be trusted. Status lives across the front desk, the bench, and outside vendors, with no single place showing where a case actually is. Every customer update means a phone call — and time away from the work that matters.
The result is longer turnaround, anxious customers and patients, and skilled staff working the phones instead of the floor. The same pattern appears in retail repair desks, healthcare equipment service, and any operation where work moves between people, locations, and vendors.
The operating principle
One system of action.
Your ERP stays the system of record.
Loresse captures the judgment of your most experienced service coordinator as a reusable digital twin, then wraps the entire intake-to-delivery journey in one connected workflow every location can see. Scheduling, case status, vendor communication, and customer notifications live in the system of action — while payments, orders, and financial records post directly to NetSuite or your existing ERP, with no rip-and-replace.
The connected workflow
From intake to close-out.
02 / 06
Recommendation & routing
AI routes work to the right bench, technician, or certified vendor, generates the ticket, and estimates turnaround — applying the judgment of your most experienced coordinator.
03 / 06
Scheduling & transfer
Appointments, pickups, and transfers are arranged in the same system, with the agent guiding the associate through each hand-off.
04 / 06
Case management
Every communication with the customer, technician, and vendor is tracked in a single shared view — no more status phone calls.
05 / 06
Quality control
Returned work clears a quality-control checklist before the customer is contacted; once it passes, notification goes out automatically.
06 / 06
Close-out
Payment is captured and recorded, the case closes automatically, and the transaction posts to NetSuite or your ERP of record.
Where it applies
Built for healthcare and retail service operations.
Any service desk that schedules work, hands it between internal teams and outside vendors, and answers "where is it?" calls shares the same shape. For healthcare vendors, that means equipment service, patient-facing scheduling, and vendor coordination with a traceable chain of custody. For retail, it means repair desks, special orders, and brand-partner service with promise dates you can actually keep.
Targets grounded in the manual processes this workflow replaces include 20–30% faster average turnaround, 40–50% fewer status calls, and full visibility across every location and vendor — sized against your own baseline during onboarding.
The solution is ready to deploy, customized to your desk, your vendors, and your ERP of record — proof in weeks, not quarters.