Client name and marks removed.
Service operations platform
BuiltSoftware
The whole service business in one system: calls, engineers, repairs, estimates, reports and the team.
The problem
Every warranty call lived in a master Excel sheet and a Google Form. Engineers were assigned over the phone, out-of-warranty repairs were quoted on WhatsApp, and every job ended on a paper service report someone retyped.
What we built
- Operations dashboard: open calls, SLA breaches, approvals, engineer workload and an SLA risk queue
- Service call register with search across case ID, customer, serial and phone, and a data-driven status pipeline
- Excel import of the brand's call data with column mapping and safe re-imports on case ID, so nothing is ever lost
- Daily assignments and route planning by engineer and city, with a live field map of check-ins
- Engineer app on the phone: today's jobs, check in and out, and a digital service report with both signatures and a generated PDF
- Out-of-warranty repairs: public intake by QR code, parts price book, estimates the customer approves online, invoices
- Repeat-repair detection when the same serial comes back within 30 days
- Email and WhatsApp updates to customers, logged against each job
- Reports on volume, closures, engineer productivity and where pending calls are stuck
- Team management: engineers, staff logins, roles, and nicknames from old sheets mapped to real people
Inside the build.
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