Field service CRM with live technician tracking
A multi-branch service platform for a kitchen appliance service network — dispatch, spare parts lifecycle and real-time technician GPS, running at genuine production volume.
The context
A kitchen appliance service network operating across multiple branches in Tamil Nadu, handling installations, repairs and warranty work on products like chimneys, hobs and built-in microwaves.
Two things made this hard to run on spreadsheets. Dispatch was blind — the office had no reliable picture of where technicians were or what they were doing, so job allocation was done by phone and best guess. And spare parts moved without a trail: parts were allocated to branches and issued to technicians, but reconciling what was used, returned or unaccounted for was a manual exercise across thousands of SKUs.
What we built
Live technician map. Real-time GPS positions for the field team, showing which technicians have the app open right now versus last known location, current speed, and branch assignment — filterable by branch and searchable by name. Dispatch stopped being guesswork.
Full spares lifecycle. Allocate stock to a branch, issue to technicians, track consumption per job, process returns, and verify those returns — with allocation history retained so any discrepancy can be traced rather than absorbed. The catalogue runs to over 12,000 spare items.
Technician mobile app. Shift check-in, assigned jobs, customer and product details, spare parts used, service remarks and photo capture — built for technicians working in customers' kitchens, not for office staff.
Itemised service billing. Each service call bills across several distinct charge heads — service charge, spare amount, and component-level charges — with payment status tracked and a PDF invoice generated from the app on the spot.
Organisational structure. Branches, teams, team leaders, technicians and telecallers modelled as distinct roles with different permissions, matching how the service network actually operates rather than a flat user list.
Management dashboard. Spares, branches, technicians and allocations with date-range filtering.
Scale
The system runs across 7 branches, with a technician base that grew from around 50 to over 100 during the period we've worked on it, and a spares catalogue of roughly 12,600 items. These are system figures — how much the platform is handling — not claimed business outcomes.
What we can and can't claim
We haven't published percentage improvements in job completion or cost, because we don't hold verified before-and-after measurements from the client. What's demonstrable is the capability: live visibility of the field team, a spares trail that can be audited, and service billing produced at the point of work rather than reconstructed later.
Related
If you run a service operation, see field service management software and the field service industry page. For the spares side specifically, see inventory management.
