Custom software · Service and repair companies

Build a service system around your tickets, your technicians and your AMCs.

A service business makes its steady money from things that expire. An AMC, a warranty, a licence, a preventive visit due in March. All four slip between an Excel sheet and a WhatsApp group.

The daily work slips in a different way. A complaint comes in on the phone, a technician is sent, and he fits a part from the boot of his bike. The job card is filled in three days later, if at all, and the customer is billed for a part nobody can trace.

Service and repair software has to hold the installed machine, the contract on it, the ticket, the technician, the part consumed and the bill raised, all against one serial number.

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Who this is for

Service businesses we can build for.

A lift maintenance company and a laptop repair chain run different desks, and everything here is built around the machine rather than the call. Air conditioning, water purifiers, solar plants and whole-building maintenance each have a page elsewhere on this site. What is left here is the desk that takes a complaint about a machine somebody else made.

Appliance service companies
Refrigeration service companies
CCTV and security system companies
IT and network service companies
Computer and laptop repair chains
Printer and copier service companies
Mobile phone repair chains
UPS and inverter service companies
Generator and DG set service companies
Lift and escalator maintenance companies
Fire safety system maintenance companies
Medical equipment service companies
Industrial machinery service companies
Pump and motor rewinding workshops
Commercial kitchen equipment service companies
Weighing scale and instrument service companies
Authorised service centres for a brand
Multi-branch service networks

What can be built

The modules, and what each one covers.

Nothing here is a fixed package. Each module is built, left out or changed to match how your organisation already works.

Installed base

A machine comes back under warranty, and finding its invoice and serial takes an hour of scrolling through Tally.

Equipment make and model
Serial or machine number
Date of sale and installation
Customer and site
Warranty start and end
Licence or subscription expiry, where it applies
Contract covering it
Complaint history
Parts replaced over its life
Photographs of the installation
Machines due for replacement

Contracts and AMCs

Contract type: labour only, with parts, or on call
Equipment covered
Contract period
Value and billing schedule
Preventive visits included
Response and resolution times agreed
Parts included or excluded
Consumables excluded
Escalation contacts
Contract document on file

Where a contract covers parts, the difference between a covered failure and a chargeable one is a judgement your engineer makes. The system records the decision and who made it.

Renewals

The subscription lapsed over a weekend. The client’s network was down on Monday, and the first call of the week was an angry one.

Contracts expiring by month
Warranties ending
Licences and subscriptions due
Renewal quotation prepared in advance
Quotation sent and followed up
Renewed, lost or lapsed
Reason a contract was not renewed
Value of renewals due this quarter
Customers with no contract at all

How a complaint arrives

Phone call to the service desk
WhatsApp message from the office manager
Email
Customer portal
Website form
Technician noticing it on another visit
Automatic ticket from a preventive schedule
Escalation from the customer’s head office

Service ticket

Complaint
Ticket
Assignment
Visit
Diagnosis
Estimate
Repair
Closure
Billing

Ticket number and date
Customer, site and equipment
Problem reported in the customer’s words
Contract or warranty status shown at entry
Priority
Promised visit time
Assigned technician
Status and history
Reopened tickets

Assignment and the day’s route

Technician skills and areas
Tickets pending assignment
Today’s calls per technician
Distance and sequence of visits
Reassignment when a call runs long
Standby technician
Calls that need two people
Calls needing a part that is not in stock
Unassigned calls at the end of the day

Technician application

The technician is on a scooter with a toolbox, a phone and a customer who wants the machine working before lunch.

Today’s call list
Customer and equipment history
Directions to the site
Check-in and check-out with location
Problem found
Photographs before and after
Parts used from his own stock
Estimate for chargeable work
Customer signature on the phone
Payment collected
Works with a weak signal and syncs later

Job card

Complaint and observed fault
Work carried out
Parts replaced with serial numbers
Labour hours
Chargeable or under contract
Consumables used
Machine readings taken
Recommendations for the customer
Customer acknowledgement
Next visit required

Estimates and approval

Estimate for parts and labour
Sent to the customer for approval
Approval on the phone or in writing
Approved, revised or declined
Machine returned unrepaired
Estimates pending approval
Work held because approval never came
Estimate converted into a bill

Spare parts

Part catalogue with part numbers
Compatible models
Stock at the main store
Stock at each branch
Stock in each technician’s kit
Reorder level
Purchase orders to the principal or dealer
Goods receipt
Part cost and selling price
Slow-moving parts

Parts in a technician’s kit

Boot stock is where most service businesses lose money, quietly, over years.

Parts issued to the technician
Parts consumed against a job card
Parts returned to the store
Defective parts brought back
Kit reconciliation
Parts unaccounted for
Kit value per technician
Replenishment request from the field

Defective parts and warranty claims

Defective part removed from a machine
Returned to the store
Sent to the principal or supplier
Claim reference
Replacement received
Credit note received
Claims pending with the supplier
Parts scrapped

Whether a claim is accepted is the manufacturer’s decision, and their timelines are their own. The system chases the claim and does not settle it.

Workshop repairs

For machines brought in rather than repaired on site, the bench has its own queue.

Inward entry and gate pass
Accessories received with the machine
Condition and photographs at inward
Assigned to a bench technician
Diagnosis and estimate
Repair status
Testing before handover
Ready for delivery
Delivery and gate pass out
Machines lying uncollected

Preventive maintenance

Contract
Visit schedule
Due list
Assignment
Visit
Checklist
Report
Next due date

Visits due this month
Checklist by equipment type
Readings recorded at each visit
Consumables replaced
Faults found during a preventive visit
Visit report sent to the customer
Visits missed
Visits used against visits contracted

Response and resolution

Your contract says a response time. The report that shows whether you met it is the one nobody has time to build.

Time from complaint to assignment
Time from assignment to arrival
Time to close
Calls closed on the first visit
Calls needing a second visit
Calls held for parts
Breaches against contract terms
Performance by technician, branch and customer

The software measures and warns. It cannot make a technician reach a site through traffic, and no report will change that.

Repeat complaints and escalation

Same machine complaining again inside a set period
Same fault recurring
Escalation levels and who is told
Customer complaint about the service itself
Root cause noted
Action taken
Machines with a poor history
Customers at risk of leaving

Billing

Chargeable call bill from the job card
Parts and labour lines
Contract covered calls billed at zero
AMC invoices by instalment
Advance and deposit adjustments
GST
Invoice sent to the customer
Credit notes
Bills pending at the customer’s accounts desk

Collections

Outstanding by customer
Ageing
Payment collected by the technician on site
Online payment link
Cheque and UPI receipts
Follow-up history
Service held for non-payment, where you allow that
Collection by branch

Customer portal

Register a complaint
Ticket status
Equipment list and serial numbers
Contract and expiry dates
Service history and job cards
Preventive visit reports
Invoices and payments
Renewal quotations
Escalate a pending ticket
Feedback on a closed call

For corporate customers this is often the reason they renew. They want to see the calls they raised without asking your office for a list.

Technician performance

Calls attended
Calls closed on the first visit
Average time per call
Parts consumed
Revenue from chargeable work
Customer feedback scores
Attendance and leave
Travel and expense claims
Incentive calculation
Training and skill records

Field expenses

Travel by distance or actuals
Fuel bills
Local conveyance
Outstation visits and stay
Cash advances to technicians
Expense approval
Reimbursement
Expense against the ticket it belongs to

Role-based access

Owner
Service head
Branch manager
Service desk coordinator
Field technician
Workshop technician
Store in-charge
Purchase
Accounts
Customer

Branches and service centres

Tickets by branch
Technicians by branch
Spare stock by branch
Branch revenue
Contracts by branch
Inter-branch part transfers
Franchise service centres
Consolidated view for the head office

Management dashboard

Open tickets by age
Calls received and closed today
Response and resolution performance
Contracts live and expiring
Renewal value at risk
Revenue from contracts against chargeable work
Parts consumption and stock value
Technician use
Outstanding payments
Repeat complaint record
Customers by service volume

What it connects to

WhatsApp and SMS providers
Payment gateways
Tally or your accounting software
Call centre or telephony systems
Principal and distributor portals
Existing ticketing tools
Remote monitoring on machines that support it

Reading a machine remotely depends entirely on what the manufacturer exposes, and it differs by model. We check each one before promising it.

The journey

One connected workflow, end to end.

Every stage below can sit in one system, so nobody re-enters what the last stage already captured.

Complaint
Ticket
Assignment
Technician visit
Diagnosis
Estimate
Approval
Spare issue
Repair
Job card closed
Billing
Feedback
Renewal

Built in phases

You do not have to replace everything at once.

Each phase is usable on its own, so the system earns its place before the next part is built.

1
Tickets and technicians
Customers, the installed base, complaint registration, tickets, assignment, the technician application and the job card.
2
Parts and workshop
The spare catalogue, store and kit stock, consumption against job cards, defective returns and the workshop bench queue.
3
Contracts and renewals
AMCs, preventive visit schedules, response tracking, renewal quotations and the reminder that goes out before something lapses.
4
Money and the portal
Billing, collections, the customer portal, technician performance and the dashboards that make renewal talks easier.

How we work

How a build actually runs.

01
Understand
We sit at the service desk for a morning and ride with a technician for an afternoon. Both are needed.
02
Map
Equipment types, contract terms, ticket stages, part flows, branches and the points where a call changes hands.
03
Design
Two very different screens. A desk handling forty calls, and a phone held by a man standing on a ladder.
04
Build
Tickets and the installed base first, because nothing else works until the machine has a record.
05
Test
One branch works real complaints on the application for a week before the old sheet is put away.
06
Deploy
The service desk goes first, then the field team, then billing.
07
Improve
The customer portal, preventive scheduling and analytics, once tickets are being closed in the system rather than on paper.

What we can build

Systems we can put together for you.

Service management systems
Field service applications
Ticketing and complaint management software
Job card systems
AMC and contract management software
Preventive maintenance scheduling
Spare parts inventory systems
Installed base and asset registers
Workshop and bench repair systems
Customer service portals
Technician performance and incentive reporting
Service billing and collection systems
Management dashboards
Multi-branch and franchise service platforms

Common questions

Questions owners ask before starting.

What does custom service management software cover?

Tickets, technicians, job cards, spare parts, contracts and billing, held together by the serial number of the machine being serviced. That last part is what most off-the-shelf ticketing tools miss.

Can technicians use it on a phone?

Yes, and they should. The call list, history, photographs, parts used, the customer’s signature and payment all work from a phone, including in a basement with poor signal.

Can it track spare parts carried by technicians?

Yes. Parts issued to a kit, consumed against a job card and returned to the store, with a reconciliation that shows what is missing. Most owners ask for that report before any other.

Can it remind us before an AMC expires?

Yes. Contracts, warranties and licences are listed by expiry date, and a renewal quotation can be prepared well before the date rather than the week after.

Can we see whether we met our response times?

Yes, against the terms in each contract, by technician, branch and customer. The report is uncomfortable the first month, which is rather the point.

Can customers raise complaints themselves?

Yes, through a portal, a website form, WhatsApp or the phone. All of them land as tickets in the same queue.

Can it handle machines brought into our workshop?

Yes. Inward entry, accessories received, condition photographs, the bench queue, estimates, testing and the gate pass on the way out.

Can preventive visits be scheduled automatically?

Yes, from the contract. Tickets are raised when a visit falls due, so a missed preventive visit becomes visible instead of forgotten.

Can we see which contracts are losing money?

Yes. Visits and parts used against what a contract covers, per customer. That is the number worth having in front of you at the renewal meeting.

Will it work with Tally?

Usually. Invoices, receipts and customer masters can move across, though what is possible depends on your edition. We test it on your own installation first.

Can it read our machines remotely?

Only where the manufacturer allows it, and that varies model by model. Where there is no route in, readings are entered by the technician during the visit.

Can we start with just ticketing?

Yes, and most service companies should. Tickets and the installed base first, then parts, then contracts and the portal.

We service only one kind of machine. Is a general service system right for us?

The spine is the same for every service business: a machine, a contract, a call and a part. The checklist, the readings and the fault codes are not. Those come from your own service manual, not from a list we already had.

What will it not do?

It will not make a customer renew a contract he has stopped valuing, and it will not find a part the principal has run out of. It shows you the lapse and the shortage early enough to do something about either.

Your trade

How we work with this trade.

IT and network companies

Build a service system that remembers the machine.

A service business is not really a list of calls. It is a list of machines, each with a history, a contract and a date when somebody has to be told it is about to lapse.

Follow one complaint from the phone call to the part that gets fitted. Everything on this page hangs off the serial number. A machine without one has no history worth keeping.

Tell us how you work

Tell us how your service and repair companies runs today.

We will tell you what can be digitised, what can be connected, what is worth automating, and what you should leave alone.

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