Hot-Line Service Application
A hot-line service application connecting customers, call-centre agents and field technicians with real-time ticket tracking.
What was actually broken
Service requests arrived through calls, WhatsApp and paper slips. SLAs were missed invisibly, technicians were assigned by phone-tag and customers had zero visibility into job status.
The system we shipped
We shipped a cross-platform mobile app with a dispatcher console: geo-assisted technician assignment, live status tracking, OTP-verified job closure, spare-parts requests and an automatic escalation matrix for aging tickets.
What came out of it
- Live ticket pipeline with geo-assisted assignment
- OTP-verified job closure with photo evidence
- Automatic SLA escalation and customer notifications
- Technician performance and parts-usage analytics
Reported outcomes
- SLA adherence
- 98.2%
- SLA adherence
- Avg. resolution time
- -41%
- Avg. resolution time
- Customer satisfaction
- 4.8/5
- Customer satisfaction
Representative outcomes from comparable engagements, rounded for illustration — not measured results from any single client. Client-confirmed numbers are shared under NDA during discovery.
Stack in this build
Mobile App · 2023
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