Exairon Operate · Customer Operations Management
Exairon Operate · Customer Operations Management

Turn Customer Requests into Completed Outcomes

Turn Customer Requests into Completed Outcomes

Manage requests, tasks and field activities arising from customer conversations across your teams. Automate assignments, track SLAs and complete every process without losing customer context.

Manage requests, tasks and field activities arising from customer conversations across your teams. Automate assignments, track SLAs and complete every process without losing customer context.

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Request management · Task and activity tracking · SLA management · Mobile field operations

Request management · Task and activity tracking · SLA management · Mobile field operations

Elif Kaya
AAutonomousWhatsApp
My dishwasher stopped working after the update. Can someone help?
Machina AI
I’ve created a technical support request and assigned it to our service team.
#R-2048
Technical support request
SLA · 3h 52m left
Customer
Elif Kaya
Product
Dishwasher DW‑500
Team
Technical Service · Ankara
Owner
Can Öztürk
New request
Assigned
In progress
Completed
From conversation to completed outcome.
From Conversation to Operation
From Conversation to Operation

Not Every Request Can Be Resolved in the First Conversation

Not Every Request Can Be Resolved in the First Conversation

Some customer needs require input from different teams, additional information, a field visit or a structured approval process.

Some customer needs require input from different teams, additional information, a field visit or a structured approval process.

Exairon Operate lets you manage these requests without moving them into disconnected emails, messaging groups or spreadsheets. The customer interaction and the operational process continue on the same platform.

Exairon Operate lets you manage these requests without moving them into disconnected emails, messaging groups or spreadsheets. The customer interaction and the operational process continue on the same platform.

Step 1
Customer conversation
The customer’s need or issue is understood.
Step 2
Request creation
An operational record is created with the conversation context.
Step 3
Assignment and tracking
The request is routed to the right team with defined tasks and deadlines.
Step 4
Completion
The process is completed and the customer is updated within the same context.
Elif Kaya
My dishwasher stopped working. Can someone help?
#R-2048 · Technical support
Conversation attached
Technical Service
SLA 4hVisit tomorrow 10:00
Completed
Customer notified on WhatsApp
One Connected Operational Workflow
One Connected Operational Workflow

Keep Every Step under Control, from Request to Resolution

Keep Every Step under Control, from Request to Resolution

Exairon Operate does more than record customer requests. It creates an end-to-end operating model that defines who owns each request, its current stage, its priority and when it must be completed.

Exairon Operate does more than record customer requests. It creates an end-to-end operating model that defines who owns each request, its current stage, its priority and when it must be completed.

Elif Kaya
My dishwasher stopped working after the update.
New request
CategoryTechnical support
CustomerElif Kaya
DescriptionDishwasher stopped working after the update.
Attachmentsphoto.jpg
Create request
Structure Every Customer Need That Requires Follow-up
Record issues that cannot be resolved during the conversation, categorise and prioritise them, and route them to the relevant teams.
Request categories and subcategories
Status and stage management
Prioritisation
Team and user assignment
Notes, documents and activity history
Escalation and closure rules
Requests
#R-2048Technical supportHighTechnical ServiceIn progress
#R-2051ReturnMediumLogisticsAssigned
#R-2060CallbackLowSalesNew
#R-2019ComplaintHighCustomer ServiceEscalated
Example scenarioA product fault becomes a technical service request during the conversation and is transferred to the technical team with customer and product details.
Operations That Adapt to Every Process
Operations That Adapt to Every Process

Every Operation Follows a Different Path

Every Operation Follows a Different Path

A technical support request, a product return, an inspection appointment and a customer callback do not follow the same steps. Exairon Operate lets you define different stages, responsibilities and service times for every request type.

A technical support request, a product return, an inspection appointment and a customer callback do not follow the same steps. Exairon Operate lets you define different stages, responsibilities and service times for every request type.

Complaint management
Example target times
1234
Prioritisation
Investigation
Escalation
Resolution and feedback
Customer ServiceOperationsManagerCustomer Service15 min4 h2 h24 h
SLA and Priority Management
SLA and Priority Management

Identify Delays Before They Become Customer Complaints

Identify Delays Before They Become Customer Complaints

Define target response and resolution times for every request. Monitor priority, ownership and remaining time at a glance.

Define target response and resolution times for every request. Monitor priority, ownership and remaining time at a glance.

See risk early
Mobilise the right team
Update customers on time
SLA dashboard
Open requests
184
Requests at SLA risk
12
Overdue requests
3
Average resolution time
6h 40m
Team workload
Technical Service86%
Customer Service68%
Logistics54%
Field team91%
#R-2048Within SLA · 3h 52m left
Return #R-2051At risk · 28m left
Complaint #R-2019Overdue · 12m over
SLA definitions by request type
Separate response and resolution targets
Customer- and issue-based prioritisation
Alerts for approaching SLA breaches
Automated escalation for overdue requests
Performance tracking by team, category and process
Do more than accelerate operations. Make them predictable and manageable.
Cross-Team Collaboration
Cross-Team Collaboration

Give Every Team the Same Operational Context

Give Every Team the Same Operational Context

Operations teams access the customer conversation, request history, completed tasks and current status from the same record. There is no need to move information through separate messaging groups or email chains.

Operations teams access the customer conversation, request history, completed tasks and current status from the same record. There is no need to move information through separate messaging groups or email chains.

#R-2048 · Technical support
Request timeline
Customer sent the request on WhatsApp09:12
AI classified the request · Technical support, high priority09:12
Assigned to the Operations team09:14
Deniz added an internal note09:20
@Can, the customer prefers a morning visit.
Field visit scheduled · tomorrow 10:0009:31
Customer updated automatically09:31
Field task completed · valve replacednext day 11:05
Request closednext day 11:20
During the process, team members can
Consult one another
Add internal notes
Mention colleagues
Share information and documents
Transfer tasks and ownership
Define the next customer-facing action
Every collaboration remains recorded in the request timeline.
AI-Powered Operations Management
AI-Powered Operations Management

Let AI Handle Routine Follow-up while Your Teams Make Critical Decisions

Let AI Handle Routine Follow-up while Your Teams Make Critical Decisions

Machina AI Agents analyse customer conversations to help identify operational needs and initiate the appropriate process. Repetitive steps are automated, while actions requiring control or judgement are routed to the relevant teams.

Machina AI Agents analyse customer conversations to help identify operational needs and initiate the appropriate process. Repetitive steps are automated, while actions requiring control or judgement are routed to the relevant teams.

Run by AI
Classification
Information gathering
Assignment
Reminders
Status updates
#R-2071
Return request
Mert Demir · Blender BX-20 · damaged on delivery
5 steps by AIApproval by Selin · Returns
Routed to human teams
Actions requiring approval
Exceptions
Critical customers
Complex decisions
Escalations
AI agents can
Identify the request topic and customer intent
Route the request to the appropriate category
Collect missing information from the customer
Initiate routine tasks and follow-up actions
Keep the customer informed as the process progresses
Escalate delays and exceptional situations to human teams
Collect customer feedback after completion
Mobile Operations Management

Manage Operations from Anywhere

Mobile capabilities give teams access to assignments, customer information and operational history wherever they work.

Field employees can view scheduled visits, update task status, add notes or documents and immediately share outcomes with central teams.

A customer process that begins in the office can therefore continue in the field without disruption.

View tasks
Access customer information
Get directions
Today · 4 visits
Visit · Elif KayaDishwasher DW-500 · valve checkÇankaya, Ankara · 10:00
Directions · 12 min
Start visitNext: Mert Demir · 13:30
Start the visit
Add notes or documents
Complete the task
One Shared Workspace for Every Team
One Shared Workspace for Every Team

Keep the Customer Journey Connected across Departments

Keep the Customer Journey Connected across Departments

Customer Service
Transfer issues that cannot be resolved during the conversation to operations teams with complete customer context. Follow progress without leaving the conversation workspace.
Conversation workspace
Elif Kaya
WhatsApp
When will the technician come?
Deniz
Can Öztürk will visit you tomorrow at 10:00.
#R-2048 · Linked to this conversation
Request in progress
VisitTomorrow 10:00
OwnerCan Öztürk
SLAWithin SLA
Operational Visibility
Operational Visibility

See the Entire Process, Not Just Completed Work

See the Entire Process, Not Just Completed Work

Go beyond the number of closed requests. Understand where work is waiting, which processes are delayed and which customer needs occur repeatedly.

Go beyond the number of closed requests. Understand where work is waiting, which processes are delayed and which customer needs occur repeatedly.

Where is work waiting the longest?
Which teams are seeing their workload rise?
Which requests are at SLA risk?
Operations overview
Example dashboard
Open and completed requests
184 / 1,240
+18% completedvs last month
Average time to first action
18m
42% fastervs last month
Average resolution time
6h 40m
31% fastervs last month
Completion within SLA
94%
+7 ptsvs last month
Waiting by stage
Approval46%
Review28%
Field visit19%
Team and user workloads
Technical Service86%
Field team91%
Logistics54%
Overdue and escalated requests
3
Overdue
9
Escalated
Request type and priority distribution
Technical supportReturnsAppointmentsComplaints
High 22% · Medium 51% · Low 27%
Activity and field-task completion
92%
+5 ptsvs last month
Reopened requests
2.1%
Request outcomes and customer feedback
96%
Resolved
4.6
CSAT
Operational Transformation with Operate
Operational Transformation with Operate

Less Follow-up. More Control. More Consistent Service.

Less Follow-up. More Control. More Consistent Service.

Replace disconnected tasks, email chains and manual tracking sheets with a shared workspace that connects customer conversations to operational processes.

Replace disconnected tasks, email chains and manual tracking sheets with a shared workspace that connects customer conversations to operational processes.

Without Operate
With Operate
Follow-up through emails and messages
One shared operations workspace
Unclear responsibilities
Defined ownership and next actions
Manual reminders
Automated tasks and SLA alerts
Context lost between teams
Continuous context from conversation to completion
Delays identified too late
Real-time SLA visibility
Disconnected reports
Measurable operational performance
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Transform Your Customer Experience with AI to Grow Your Business

Start transforming your customer experience with Exairon and unlock countless opportunities to scale your business

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Transform Your Customer Experience with AI to Grow Your Business

Start transforming your customer experience with Exairon and unlock countless opportunities to scale your business

Request A Demo

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Transform Your Customer Experience with AI to Grow Your Business

Start transforming your customer experience with Exairon and unlock countless opportunities to scale your business

Request A Demo