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One inbox for tickets. WA-dispatch + GPS check-in. AMC renewal auto-flow. GST + labour-law compliant. HVAC, plumbing, appliance, solar.
Ticket fires a WA card to the closest skill-matched tech. GPS pin on arrival, before/after photos, customer e-sign — all on the same thread.
Ticket carries device serial, AMC contract, visits-left, parts SKU + qty, tech-skill required — not three disconnected tabs.
<code>jobs.dispatch</code>, <code>parts.reserve</code>, <code>amc.renew</code> — your AI runs the day, every action audit-logged with tenant guard.
Generic CRMs treat field service like a B2B sales pipeline. They miss the dispatch loop — skill match, GPS distance, parts pre-pick — the AMC contract that re-bills every year, and that the dominant channel between dispatcher, tech, and customer is WhatsApp. Wendesk's overlay is built around how Indian HVAC, plumbing, appliance, and solar fleets actually run.
Spreadsheet of techs, three WhatsApp groups, calls back and forth. Wrong skill sent, wrong parts, second visit. Wendesk's skill-match dispatch (skill + GPS + load + police-verify) lifts first-time-fix from industry 60% to 82-88% on the median tenant.
Tech says 11 AM, lands at 1:30 PM, customer is gone. Wendesk's GPS check-in plus live-ETA WA card cuts arrival-window misses to <8% and gives the customer a tracker link they actually use.
Tech reaches site, part not in van, second visit booked. Wendesk's parts pre-pick predicts likely SKUs from device model + symptom keywords + customer history — vans pre-loaded, repeat visits drop ~60%.
Industry baseline is 55-62% AMC renewal. With no automated drip, half the contract revenue walks. Wendesk's 60d-30d-14d-7d cadence (WA + email + voice + NACH e-mandate) climbs renewal to 84-88%.
One angry review tanks the JustDial / UrbanClap rank for months. Wendesk's negative-NPS recovery flow (free re-visit + manager call within 4 hours) converts ~45% of detractors back to neutral or promoter.
Most CRMs only see open tickets. Wendesk surfaces the cohort a customer is in right now — fresh job, paid AMC, renewal window, lapsed, won-back — the criteria that define the boundary, and the trend vs the previous 90-day window. Drives every WA reminder, voice-call queue, and AMC drip.
6 custom objects ship out of the box for Field Service. Add more — vendor, warranty claim, society contract, telecaller queue — in the admin, no code.
Ticket · device serial · SLA tier · status (open → dispatched → on-site → resolved → AMC)
Phone · service address · type (residential · commercial · society) · device list · LTV
Skill matrix · GPS pin · current load · police-verify status · utilization
Plan (basic · standard · premium) · expiry · visits-left · NACH e-mandate · renewal stage
BIS-tagged SKU · vendor · stock-by-van · reorder threshold · HSN code
GPS check-in · before/after photos · customer e-sign · resolution code · invoice
Consent on customer + device serial · DSR-ready · audit trail per visit
HSN 9985 service · e-invoice IRN · parts taxed separately
EPFO + ESI on payroll · police-verify gate for residential entry
ISI/BIS tag per SKU · vendor traceability · fake-part block
Field Service ships with five pre-built WhatsApp flows — ticket-acknowledge + ETA, tech-dispatched + tracker link, on-site GPS check-in, job-complete + invoice + UPI, post-visit NPS, and the 60d-30d-14d-7d AMC renewal cadence.
Inbound WA / call / web ticket fires the dispatch classifier — skill match, GPS distance, current load, police-verify gate. Customer gets acknowledgement + ETA + tech name within 90 seconds.
Tech app pings location every 30s. Customer sees a Maps tracker link. On arrival, tech taps GPS check-in — stamped time + lat/lon + before-photo. Audit-grade evidence for any complaint.
After-photo + customer e-sign captured on tech app. GST e-invoice fires automatically. UPI payment link in WA — captured average 6 minutes from job-close to settlement.
60d: pitch card. 30d: discount offer. 14d: voice-call from telecaller queue. 7d: NACH e-mandate offer. Renewal rate climbs to 84-88% on median tenant.
<b>EN + HI from launch.</b> All flows ship in EN + HI — important for tier-2/3 customers who prefer Hindi over English on AC, RO, and society AMC tickets.
Industry baselines from 80+ Field Service tenant cohorts in the V1 codebase (mostly HVAC, RO, appliance repair, society AMC). Your numbers may vary; these are the median.
Skill-match dispatch + parts pre-pick. Lifts margin per job ~15-25% per industry data.
from 60% baselineGPS-aware routing + back-to-back booking. Same tech, more billable hours per day.
from 52% baseline60d-30d-14d-7d cadence. WA + email + voice + NACH e-mandate stack. Prevents revenue leakage.
from 55% baselineLive ETA + GPS check-in + 1-tap UPI invoice. Recovery flow on detractors converts ~45%.
from 28 → 62Once you grant scoped access at mcp.wendesk.com, your agent can interact with your tenant data — gated by the same 3-part permission matcher as the dashboard.
// Claude calling Wendesk via MCP — dispatch a field-service job POST https://mcp.wendesk.com/mcp Authorization: Bearer eyJ... { "jsonrpc": "2.0", "method": "tools/call", "params": { "name": "industry.fieldService.jobs.dispatch", "arguments": { "ticketId": "CF-22481", "skillRequired": "HVAC-L2", "customerType": "residential", "requirePoliceVerified": true, "prePickParts": ["GAS-R32", "CAP-35MFD", "PCB-1.5T"], "slaTier": "AMC_PREMIUM" } } } // 200 OK — tech assigned + WA tracker link sent { "techId": "tech_sandeep_r", "waTrackerLink": "maps.app.goo.gl/aT4kP", "etaMinutes": 90, "waNotified": true, "audit": "via=mcp · client=claude-desktop" }
Society AMC + site-visit dispatch share the same GPS check-in and WA-flow substrate.
Field crew dispatch, GPS site-attendance, EPFO compliance — same overlay, construction context.
Job-card + parts-SKU + tech dispatch applied to multi-brand workshop chains and roadside assistance.
HVAC, plumbing, appliance, solar, RO — drop your phone or chat on WhatsApp. We respond within 90 minutes, in English or Hindi, and have your dispatch board live in 4 hours.