In May the phones do not stop. Split ACs are not cooling, a factory's chiller has tripped, an office building's maintenance contract is due its pre-summer service, and your technicians are spread across Gulshan, PECHS and DHA with a list on paper. A customer calls for the third time asking when someone will come. Nobody can tell her, because the complaint was written on a pad that went with the morning team.
AC and HVAC service runs on calls, technicians and contracts. Software should make each of them visible to the office at any moment.
Calls with a number
Every complaint gets a number the moment it is logged, whether it came by phone, WhatsApp or the website. The record holds customer, address, unit type and brand, problem, warranty or contract status, and priority. The customer receives the number on WhatsApp. When she calls back, the office types it and tells her the technician's name and expected time.
| Work | Starts with | Ends with |
|---|---|---|
| Service call | Customer complaint | Repair done, parts and gas billed, customer signs |
| Installation | Sale of a unit by the dealer | Unit fitted, serial recorded, warranty starts |
| AMC visit | Contract schedule | Checklist completed, next visit set |
Technicians on a phone app
Each technician sees his jobs for the day in order, with address and a map link. At the site he records what he found, parts and gas used, photos before and after, and payment collected in cash or by JazzCash or EasyPaisa. The customer signs on the phone. The office sees the job close in real time. A mobile app for technicians must work offline in basements and plant rooms and sync later.
AMC contracts
Annual maintenance contracts with offices, banks, hospitals and factories are steady income, if visits actually happen. Store each contract with sites, units, visit frequency and the checklist per unit type. The software generates visits for the year, assigns them before the month starts, and flags any that are missed. Breakdown calls from AMC customers are marked as covered or chargeable by the contract terms. Renewals appear on a list before the contract ends.
Parts and gas
Compressors, PCBs, capacitors, fan motors and gas cylinders leave the store with technicians. Issue them against the technician and close them against jobs; whatever is not used comes back. Our inventory management guide covers this van-stock idea. Dealers who also sell units need sales, installation and warranty linked, so the showroom bill, the installation job and the warranty card all point to the same serial number.
Clean the customer list
Merge duplicate customers and record units with brand and serial where known.
Schedule AMC pre-summer visits
Generate every contract's spring visit and assign it before the heat arrives.
Map technician areas
Divide the city into areas so new calls go to the nearest team.
Stock fast-moving parts
Check capacitors, gas and common PCBs against last summer's usage.
Set reply templates
Prepare WhatsApp messages for complaint received, technician on the way and job closed.
What the owner sees at the end of the day
Open calls by age, so a complaint that is three days old is the first thing you see. Jobs closed per technician, with parts used and cash collected. AMC visits due this week and any missed last week. Repeat calls on the same unit within a short time, which usually means a repair was not done properly. Technician cash should be settled daily, like riders in a delivery business; our Siratim project, a CRM and ERP for a bottled water company's customers, orders and deliveries, runs on the same daily settlement idea.
Customers, warranties and follow-up
A CRM keeps each customer's units, past calls and warranty dates. Before summer, it lists customers whose units were serviced last year so you can offer a service. Keep messages useful and few. Note each unit's location in the house or office, such as master bedroom or server room, so the technician knows which unit the customer means before he arrives. If installations come from showroom sales, link them so the warranty starts on the right date. The CRM vs Excel guide explains when a sheet stops being enough, and if you also install solar, our solar company CRM guide covers that pipeline.
When to start
A two-technician shop can manage calls on WhatsApp. Once you have AMC contracts, a dozen technicians or a showroom, the summer peak decides whether customers stay. Start in winter, when there is time to train. Book a demo and bring last summer's complaint register.
Questions people ask
Can customers log complaints on WhatsApp?
Yes. The office logs the complaint from the chat, or a booking link fills it in directly, and the customer receives the complaint number in reply.
Does the technician app work without signal?
Yes. Jobs, parts and photos are saved on the phone and sync when a signal returns, with the original times kept.
Can AMC customers see their visit history?
If you want, a customer login or a monthly WhatsApp report can show visits done, findings and upcoming visits per site.
Do you have an office outside Karachi?
No. Operix works from Old Clifton, Karachi. Karachi companies get on-site setup and training; companies in other cities are served online.
