Greens Tapware Unified Customer Warranty, Merchant Claims, and Acreedo ERP Data With Dyrect

Introduction

Greens Tapware needed one warranty platform that could serve every audience involved in its after-sales operation.

The brand sells products that live in homes for years, from kitchen taps and bathroom mixers to basin tapware and shower hardware. Its warranty experience needed to support direct customers, authorised merchants, internal service teams, and Acreedo ERP data without forcing everyone into the same workflow.

Before Dyrect, warranty registrations, claims, repair workflows, merchant requests, and ERP-side records were spread across disconnected processes.

Dyrect helped Greens Tapware connect customer warranty, merchant-on-behalf claims, service and repair workflows, support tickets, analytics, and Acreedo ERP sync into one branded platform.

The result was a cleaner warranty operation built around three audiences: customers, merchants, and internal service teams.

About Greens Tapware

Greens Tapware is a leading Australian tapware and bathroom fixtures brand.

Its product range includes kitchen taps, bathroom mixers, basin tapware, shower hardware, and related fittings used in homes every day. The brand’s promise, “Where life meets water,” reflects products built for long-term use.

Greens sells through direct customer channels and an authorised merchant network that includes plumbers, retailers, and trade partners.

This creates a more complex warranty environment than a simple direct-to-consumer flow. The homeowner lives with the product, while the merchant may have sold, installed, or supported it.

For Greens, warranty needed to work for both audiences without losing central visibility.

Challenges Greens Tapware Faced Before Dyrect

Before Dyrect, Greens Tapware’s warranty operation relied on legacy processes that could not keep up with its multi-audience business model.

Key challenges included

• No centralised warranty system
• Registrations and claims spread across disconnected processes
• No single source of truth for warranty cases
• No merchant-on-behalf workflow
• Repair and replacement requests tracked across separate systems
• Manual reconciliation between warranty data and Acreedo ERP
• Scattered inbound support channels
• No structured triage for warranty emails
• Customer experience that did not match the Greens brand

The biggest issue was not only process fragmentation.

Greens needed warranty infrastructure that could support customers, merchants, service teams, and ERP-side records together. Legacy workflows forced different audiences through paths that did not match how they actually worked.

Why Greens Tapware Needed Dyrect

Greens needed one warranty platform that could support multiple audiences without creating separate silos.

Customers needed a branded place to register products, activate warranties, submit claims, and track status.

Merchants needed a workflow built for registering products and lodging claims on behalf of customers.

Internal service teams needed visibility into warranty cases, repair workflows, replacement steps, technician routing, and support requests.

The business also needed Acreedo ERP data to stay aligned with warranty operations. Products, parts, invoices, and work orders could not remain disconnected from the customer-facing warranty system.

Dyrect offered Greens a connected platform where customer portals, merchant workflows, service management, support tickets, analytics, and ERP sync could operate from one dashboard.

What Dyrect Delivered for Greens Tapware

Dyrect implemented a complete Warranty and Service Management platform for Greens Tapware.

The rollout connected the customer-facing experience, merchant-facing experience, service and repair workflow, and ERP data layer.

Customer Portal

Direct customers received a fully branded portal where they could register products, activate warranty, submit claims, and track request status.

The portal opened with a personalised Welcome Back view and gave customers clear access to Register and Track Warranties, Support Request, My Requests, and Pending Actions.

This helped customers self-serve instead of contacting support just to check what was happening with their case.

Merchant Portal

Authorised merchants received their own portal designed around how plumbers, retailers, and trade partners actually support customers.

Merchants could register Greens products on behalf of customers, submit warranty claims for customers, and manage service requests through the lifecycle.

The customer record still belonged to Greens, while merchants received the workflow they needed to support the installation and after-sales process.

Service and Repair Management

Dyrect supported Greens after a claim was approved.

The platform helped manage repair and replacement workflows, technician routing, and status updates back to the person who raised the case, whether that was a customer or merchant.

This made service progress easier to track across the teams involved in resolution.

Acreedo ERP Integration

Dyrect connected Greens Tapware’s warranty operation with Acreedo ERP through four sync points.

The integration covered

• Product synchronisation
• Parts synchronisation
• Invoice synchronisation
• Work order synchronisation

Product synchronisation helped the warranty platform stay aligned with the current Greens catalogue.

Parts synchronisation helped repair workflows reference the same parts master used in Acreedo.

Invoice synchronisation supported warranty validation against actual purchase data.

Work order synchronisation allowed service work created in Dyrect to land in Acreedo automatically.

This reduced manual reconciliation and helped Dyrect operate as part of the Greens stack instead of sitting outside it.

Email-to-Ticket and Support Ticket Management

Dyrect also helped Greens structure inbound warranty communication.

Email-to-Ticket creation routed warranty emails into a structured queue. Support Ticket Management gave the team a cleaner way to triage, assign, and resolve cases.

Instead of scattered support contact channels, inbound requests could move into one operational workflow.

Analytics Dashboard and Custom Branding

Dyrect’s Analytics Dashboard gave Greens visibility into warranty volume, status, and resolution data by product, channel, and region.

Custom branding ensured every portal screen carried the Greens Tapware identity, helping the warranty experience feel connected to the brand rather than separate from it.

Customer, Merchant, Service, and ERP Workflows Became Connected

Dyrect gave Greens one system for multiple warranty audiences.

Customers could register products and track claims. Merchants could register and claim on behalf of customers. Service teams could manage repair and replacement workflows. Acreedo ERP stayed aligned with products, parts, invoices, and work orders.

Before Dyrect, these pieces lived across disconnected processes.

With Dyrect, every warranty case could move through one connected workflow from registration to claim, service, repair, ERP sync, and reporting.

Outcome

Greens Tapware now runs its Australian warranty and service operation on Dyrect.

The rollout connected

• 2 live portals
• 4 Acreedo ERP sync points
• 1 dashboard for warranty cases
• Customer warranty registration
• Merchant-on-behalf claims
• Service and repair workflows
• Email-to-Ticket triage
• Support Ticket Management
• Analytics by product, channel, and region
• Custom branded portal experiences

The value went beyond digitising warranty forms.

Greens replaced fragmented processes with one platform for customers, merchants, and service teams. The team gained a clearer view of warranty cases, while customers and merchants gained workflows built around how they actually engage with the brand.

Acreedo ERP also stayed connected to warranty operations, reducing manual reconciliation across products, parts, invoices, and work orders.

Final Takeaway

Greens Tapware used Dyrect to build warranty infrastructure for a multi-audience business.

Customers gained a branded self-serve portal. Merchants gained an on-behalf workflow. Service teams gained clearer repair and replacement tracking. Acreedo ERP stayed aligned with warranty data behind the scenes.

Warranty became one connected operating layer across customers, merchants, service teams, and ERP data.