Case study · AC sales, installation & service
“Who’s free to go to Andheri right now?”
At Arihant Aircon, every service call started with that question. Calls came in by phone and WhatsApp, the coordinator rang technicians one by one, and AMC renewals lived in a spreadsheet. Here’s how one system replaced all three.
In the field
16 technicians across Mumbai. One board in the office.
Installations, AMC visits and breakdown calls for offices, housing societies and homes, every one booked against the customer’s site and AC.
- 9:00Hiranandani Business ParkImran S. · 4 split ACsDone
- 10:30Skyline Towers CHSImran S. · water drippingOn site
- 11:00Kapoor residence, JuhuGanesh P. · new installOn the way
- 2:00Lotus Clinic, Vile ParleSameer K. · AMC visitBooked
The problem
The office could not see what the field was doing.
Arihant Aircon sells, installs and services air conditioners across Mumbai, and runs annual maintenance contracts for hundreds of units. Calls, assignments and renewals were tracked across a register, WhatsApp and Excel.
Calls logged on WhatsApp
Service calls came in by phone and WhatsApp and were written in a register at the office.
Calls missed or logged twice
AMC renewals in Excel
Contract expiry dates sat in a spreadsheet someone had to remember to check.
Renewals lapsed before anyone called
No proof of visit
When a client asked if the technician came, the office only had his word.
Disputes on chargeable visits
Assigning by phone
The coordinator rang technicians one at a time to find out who was free and where.
First response took hours
A client would say nobody came. The technician would say he did. We had nothing to show either way.
What we did
We rode along on service calls before writing any code.
We sat with the coordinator, joined technicians on visits and went through a year of AMC sheets. Then we built the system around one service call, from the first phone call to the renewal.
The life of one service call
- BeforeCall comes inBy phone or WhatsApp. Written in the register, if someone has a penWith FaxtorTicket loggedAgainst the customer, the site and each AC with a problem
- BeforeAssignThe coordinator calls technicians one by one to find who is freeWith FaxtorBook a slotFree technicians and open time slots shown while booking
- BeforeVisitAddress and AC details sent as a WhatsApp forwardWith FaxtorVisitJob, address and AC history on the technician app
- BeforeCloseThe technician says it’s done. No photo, no signatureWith FaxtorClose with proofChecklist, before and after photos and the customer’s signature
- BeforeAMC renewalChecked in Excel at month-end, often after it lapsedWith FaxtorAMC renewalReminders go out 30 days before every contract expires
What we built
A service desk for the office. An app in every technician’s pocket.
Customers, sites and every AC they own in one place. The office logs and books the call, the technician closes it with photos and a signature, and the client is updated on WhatsApp.
Before- ISImran S.On site · Skyline Towers
- GPGanesh P.On the way · Juhu
- SKSameer K.On site · Lotus Clinic
- RVRahul V.Free · Goregaon
- ATAjay T.On leave
- 10:30Skyline Towers CHS3 ACs · water drippingRepair
- 11:00Kapoor residenceJuhu · 2 TR splitInstall
- 12:30Mehta residenceAndheri W · not coolingRepair
- 2:00Lotus ClinicVile Parle · 6 ACsAMC
- 3:30Orbit Mall, MaladDuctable · quarterlyAMC
- 01Customers, sites and ACsEvery customer’s sites and each AC they own, with brand, tonnage and history.
- 02Ticket loggingTick the ACs with a problem, set the priority, and each becomes its own job.
- 03Scheduling and slotsBook a date and start time with the technicians who are free.
- 04Technician appThe day’s jobs, directions, AC history and a checklist for every visit.
- 05Visit proofBefore and after photos and the customer’s signature close every job.
- 06AMC contractsContracts by customer and AC, with renewal reminders 30 days ahead.
- 07WhatsApp updatesOn-the-way alerts and visit reports sent to the client automatically.
- 08ReportsCalls closed, response times and technician workload by day and month.
The project
5 people. Live in 8 weeks.
- 5people on the team
- 6service calls shadowed
- 4weeks to the first working version
- 8weeks to go live
The team
- PLProject lead
- UXDesigner
- FS2 full-stack engineers
- QAQA engineer
Built with
- React
- React Native
- Node.js
- PostgreSQL
- AWS
- WhatsApp Business API
- Google Maps
The results
More calls closed. Proof on every one.
Numbers from the first months on the system, across service calls, AMC visits and installations.
- +40%Calls closed daily
- 100%AMC renewals on time
- 35 minFaster first response
- 16Technicians on the app
- 1,850ACs under AMC
- Every visitPhoto and signature proof
Service calls
One ticket per AC
Before
Register and WhatsAppAssigning a technician
Free slots on screen
Before
Calling roundProof of visit
Photos and signature
Before
Technician’s wordAMC renewals
Reminded 30 days ahead
Before
Checked at month-endClient updates
Sent on WhatsApp
Before
Client calls the officeCalls closed per day
+40%
Before
Baseline
“Clients get a message when the technician is on the way, and every visit has photo proof.”
Your field team next
Your technicians are out all day. Let’s make sure the office sees every job.
Book a no-obligation discovery call. Tell us how your service team runs today, and we’ll show you exactly where the system saves you hours and money.