Scenario: what we would build
Field-service automation: from the service call to the paid invoice
In a repair, installation or maintenance business, the work happens at the customer’s door and the paperwork happens later, if at all. Requests come by phone, technicians are sent by WhatsApp, and the invoice waits for a job sheet that may never come back.
In short
For a field-service company, automation joins the call, the technician and the invoice. A voice and WhatsApp agent takes service requests and books slots against technician availability. Dispatch messages tell the technician and the customer, a reminder goes before the visit, the job sheet is completed on the technician’s phone and raises the invoice when the job is closed, and payment reminders run until it is paid. Unusual jobs and unhappy customers stay with people.
The operations map
Who could take each part of the work
Repair and maintenance jobs are scheduled over calls, technicians are dispatched by WhatsApp, and invoices follow days later, if the job sheet turns up.
- Voice agent
- Task agent
- Repetitive-work agent
- Customer agent
- By rule
- Service requests Manual Automated Taken by call and on WhatsApp
- Scheduling Manual Automated Slots against technician availability
- Dispatch messages Manual Automated Technician and customer told
- Visit reminders Manual Automated Sent before the visit
- Job sheets Manual Automated Read from the phone, filed to the job
- Invoicing Manual Automated Raised when the job is closed
- Payment reminders Manual Automated Calls until it is paid, promises recorded
- Van stock Manual Automated Parts tracked, reorders flagged
- Unusual jobs Manual People A person prices it
- Unhappy customers Manual People A person calls back
An illustration, not a client story: a typical map for this kind of business, drawn from what such businesses ask for. Your own map comes out of the study.
Where the money waits
The dispatcher’s phone is the system: requests noted on paper, technicians called one by one, customers rung to confirm a time window. When a technician is late or a part is missing, the customer calls the office, and the office calls the technician.
After the visit, the job sheet travels back in a pocket. Invoices go out days later, some never, and nobody is sure which technician has which spare parts in the van.
- Requests on paper and in call logs
- Technicians dispatched by phone
- Customers chasing arrival times
- Job sheets lost or late
- Invoices days after the job
What we would build
A voice agent and a WhatsApp agent take each request: the customer, the address, the appliance or asset, the problem and a preferred window. Slots are booked against the availability and skills of each technician. The technician gets the job with the address and the history; the customer gets the window and a reminder before the visit.
On site, the technician closes the job on the phone: what was done, the parts used, photos and the customer’s confirmation. That raises the invoice at once and sends it, and reminders follow on schedule until the payment is recorded. Parts used come off the van’s stock, and reorders are flagged.
- Requests by call and WhatsApp
- Slots against technician availability
- Dispatch and arrival messages
- Job sheets on the phone, the invoice at close
- Van stock and payment reminders
What stays with people
Pricing an unusual job, deciding warranty cases, rescheduling when a day falls apart, and calling back a customer who is unhappy. The dispatcher still sees the whole board and can override any booking.
What it connects to
Telephony and WhatsApp Business, the technicians’ phones, your billing or accounting software, parts and stock records, and your customer and asset history, including maintenance contracts.
- Telephony and WhatsApp Business
- Technicians’ phones
- Billing or accounting software
- Parts stock and customer history
Questions
Common questions
Our technicians are not comfortable with apps. Will this work?
The job sheet is designed for the person filling it: a few taps, photos, and a signature or a code from the customer, in the language the technician reads. We test it with your technicians before it goes out to everyone.
Can maintenance-contract visits be scheduled automatically?
Yes. Visits under a contract are scheduled by rule from the contract dates, and the customer is reminded before each one.
What if a customer wants to change the slot?
They can reply to the reminder or call. The agent offers the next available slots against the technician’s calendar, and the dispatcher sees the change.
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