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Services & AMC

Most of the work is contracts and visits. You sign a customer for an annual maintenance contract, promise a set of visits over the year, and send technicians out for both the planned checks and the breakdown calls that come in without warning. Between renewals coming due, complaints on the phone, and technicians spread across the city, the office spends the day tracking who is where and what is still pending.

What we build: Contracts, visits, service history

The business runs on a promise that is hard to keep: sign a customer for a year, and keep their equipment running for that year. Every contract carries a set of planned visits, and on top of those come the breakdown calls that arrive without warning. The office spends the day matching technicians to calls, deciding what is urgent, and keeping track of who has been served and who is still waiting.

The trouble is that most of this lives in scattered places. Job cards are on paper in a technician’s bag, complaints come over the phone and on WhatsApp, and what was done at a site last time is often only in the head of the person who went there. When a customer disputes a bill, or a new technician takes over a route, the history is hard to piece together, and small gaps in the record turn into arguments and unbilled work.

Renewals are where you lose income without noticing. A contract ends, nobody is watching the date, and the customer keeps calling for service that is no longer paid for. Or the renewal is remembered a month too late, after the customer has already spoken to someone else. The same goes for the preventive visits inside a contract: when the office is chasing breakdowns, the planned checks slip, and at renewal time you have nothing to show for the year.

A custom ERP built for this kind of work keeps the contract, the visits, and the service history together, in the way the business runs day to day. Contracts carry their own expiry reminders, so renewals go out on time. Visits are scheduled from the contract terms and marked done as they happen. Each technician gets the day’s route and the site’s past history on the phone, and parts used get recorded against stock and billing. The owner opens one screen and sees what is expiring, what is pending, and what is owed.

The usual challenges.

  • Contracts expire without anyone watching the date, so renewals go out late or not at all. The customer either walks away or keeps calling for service you are no longer paid for.
  • The preventive visits promised in the contract get skipped when the office is busy with breakdowns. At renewal time the customer says you never came, and you have no record to show otherwise.
  • Service history sits on paper job cards or in the technician's memory. When a different technician goes to the site, or the customer disputes what was done, nobody can look it up.
  • Technicians run to calls in whatever order they come in, criss-crossing the city and finishing fewer visits in a day than they could.
  • The technician reaches the site and the right spare part is not in the bag, so a second visit is needed. Parts that do get fitted are sometimes never billed.
  • Extra work outside the contract gets done on trust and then forgotten at billing, and AMC renewals go out late, so outstanding piles up across parties with nobody following it.

What we'd suggest.

  • Keep every contract in one place with its start date, end date, what it covers, and how many visits are included, and set a reminder well before expiry so the renewal goes out while the customer still values the service.
  • Hold the full service history for each site and machine: past visits, parts changed, and complaints, so any technician who goes there next can see it before reaching.
  • Turn the contract terms into scheduled preventive visits and keep a live view of which are done and which are still due, so nothing you promised gets skipped.
  • Give each technician the day's visits on the phone, grouped by area, with the customer's history and any pending complaint attached.
  • Record parts used on each visit against your stock, so you know what to bill the customer and what to reorder before the shelf runs empty.
  • Show outstanding by party in one view, AMC dues and extra work together, so collection follow-up is a routine instead of a scramble.

What a KPI dashboard should show.

The numbers a services & amc owner should be able to see every morning.

Contracts expiring soon

Shows which renewals to chase this month so you do not lose customers you already have.

Renewal rate

How many expiring contracts came back tells you whether customers are staying.

Visits due vs done

Confirms the preventive visits you promised are being delivered, not quietly dropped.

Open complaints

Breakdown calls still unresolved, and how long they have waited, is what customers judge you on.

Time to close a call

The gap from complaint to fixed decides whether the customer trusts you at renewal.

Visits per technician per day

Shows whether the day's visits are grouped well by area and whether a technician is overloaded or sitting idle.

Outstanding by party

AMC dues and extra work not yet collected are money already earned but sitting out.

Repeat visits

The same problem needing a second trip eats time and points to a fix that did not hold.

Services & AMC we've built for.

Services

AMC service company

The problem
Contract renewals slipped, and technicians reached sites without the history.
What we built
Contract renewals, technician routes, and full service history in the field.
Live in 4 weeks Read the full story →

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