A mobile-first field service platform that digitised the entire technician journey — from AI-verified attendance and job allocation through to digital approvals, spare parts visibility, and service closure — across a pan-India network of 9,500 technicians. A pan-India field service operation was running on partial workflows, inconsistent compliance, and limited visibility. We changed that.
Overview
A leading consumer electricals manufacturer operating one of India's largest field service networks — with thousands of technicians deployed daily across residential, commercial, and institutional service calls nationwide.
The organisation manages a complex service operation where technicians handle job allocation, spare parts sourcing, customer approvals, payment collection, and compliance documentation simultaneously — all in the field, away from any desk or back-office system.
Context
The problem wasn't the technicians. It was the system they were working without.
Field service operations ran on basic, partially manual workflows. Authentication was limited — there was no reliable way to verify that the right technician was on the right job at the right time. Job visibility was fragmented, with minimal real-time tracking of assignments, escalations, or closures. Compliance checks were inconsistent, documentation was incomplete, and service resolution times were slower than they needed to be.
For a manufacturer with a pan-India service network, these gaps created real operational and customer trust problems. SLA breaches went undetected until they became complaints. Spare parts availability was invisible to technicians in the field. Pricing estimates were manual and inconsistent. Payment collection was disconnected from the service workflow entirely.
The manufacturer needed a platform that could digitise the full technician journey — and ensure compliance wasn't optional.
Our Solution
The platform was built from a single line of intent: give every technician a structured digital workflow and give every manager real-time visibility into every job.
We designed and built a mobile-first field service management platform covering the complete technician workflow from login to job closure — with AI-based verification embedded at the point of entry.
Key capabilities:
AI-based image verification at login — selfie, uniform compliance, and shoe cover verification before any job can begin
Multi-factor authentication and biometric login with real-time attendance tracking
Unified job dashboard showing assignments, closures, escalations, and AMC performance per technician
Risk indicators and TAT timers helping technicians prioritise tasks and meet service SLAs before breach
Integrated appointment scheduling and customer interaction throughout the service lifecycle
Real-time spare parts search and warehouse inventory visibility — reducing service delays and revisits
Mandatory service checklists, image uploads, and repair documentation at every job stage
Automated estimate calculations for transparent pricing at point of service
Digital and manual approval workflows with multiple payment modes within the same transaction
In-app knowledge base and training support accessible to technicians in the field
Centralised management dashboards for job monitoring, SLA tracking, and workforce visibility
Outcome
A pan-India field service operation was running on partial workflows, inconsistent compliance, and limited visibility. We changed that.
The platform transformed how the manufacturer's field service network operates — from authentication through to closure.
Every technician is now verified before a job begins. Every job moves through a structured digital workflow. Every spare part search happens in-app. Every approval, estimate, and payment is captured digitally within the same transaction.
For management, the shift meant real visibility for the first time — live dashboards showing job status, SLA risk, technician activity, and service performance across the entire pan-India network simultaneously.
9,500+ technicians now operate on a single platform. Compliance is automated, not optional. Service resolution is faster. And customer trust — which depends on a technician arriving in uniform, on time, with the right parts — is now backed by a system that verifies it.
