01 · The problem
What problem does it solve?
An AC and appliance service company takes bookings on two phone lines. The coordinator writes jobs on a whiteboard and calls technicians one by one to find who is free and nearby.
Customers call to ask when the technician will arrive, estimates are agreed on the doorstep without a record, cash payments go missing between the job and the office, and nobody reminds customers when the next service is due.
Phone-bound bookings
Calls missed when the lines are busy.
Wasted travel
Technicians sent across town by guesswork.
Payment leakage
Cash collected but never reported.
One-time customers
No reminder when the next service is due.