Franchise service platform that flags contracts before they lapse
A command centre for a franchise service network — service complaints, AMC renewals, customer devices, and branch-level cash and revenue in one operational view.
- Web application
- Companion customer app
expiry is anticipated, not discovered
- Complaint and service management
- AMC tracking
- Customer device register
What we were solving
A franchise network sells and services physical devices in customers' homes. The business runs on two clocks: how fast a complaint gets attended, and whether an annual maintenance contract gets renewed before it lapses.
Both were being tracked branch by branch, in spreadsheets and phone calls. Head office could not see which franchises were carrying service backlogs, which contracts were about to expire, or how much had actually been collected against what was billed.
The network needed one operational picture without taking day-to-day control away from individual franchises.
How we built it
- 01
Anchor everything to the device
A customer is not the right primary record here — the installed unit is. Complaints, service visits, AMC contracts, and spare replacements all attach to a specific device with a serial history, so a technician arriving on site can see everything that has ever happened to that unit.
- 02
Make AMC lapse visible before it happens
Renewal revenue is lost silently. We surfaced AMC risk as a first-class dashboard metric with a due-window view, so contracts approaching expiry are worked as a queue rather than discovered after the fact.
- 03
Give head office roll-up without removing branch autonomy
Franchises operate their own complaint queues, cash entries, and customer records. The Super Admin portal aggregates across all of them — network revenue, amounts received, active and inactive franchises — so oversight is a read layer over real branch activity, not a parallel system anyone has to double-enter into.
- 04
Close the loop with a customer-facing app
Complaints raised by customers in the companion app land directly in the branch queue, and reschedules flow back the same way. It removes the phone call that used to sit between the customer and the work order.
What the platform does
Complaint and service management
Raise, assign, schedule, and close service complaints with reschedule requests handled in the same flow.
AMC tracking
Contract windows with an at-risk view so renewals are worked before they lapse, not after.
Customer device register
Every installed unit carries its own service and replacement history, available to whoever attends it next.
Cash management and vouchers
Voucher entry and cash reconciliation per branch, rolling up to amounts billed against amounts received.
Network revenue view
Branch-level and network-level revenue in one dashboard, filterable across all franchises.
Companion customer app
Customers raise complaints and request reschedules directly, feeding the same operational queue.
What it runs on, and where it landed
- Frontend
- ReactTypeScriptTailwind CSS
- Backend
- Node.jsREST APIs
- Data
- PostgreSQLPrisma
- Mobile
- React NativePush notifications
- Service complaints, AMC contracts, and device history live against the installed unit rather than in branch spreadsheets
- Contracts approaching expiry surface as a worked queue instead of being discovered late
- Head office sees billed-versus-collected across the whole network in one view
- Customers raise and reschedule service requests without a phone call
Common questions
01Can each franchise see only its own data?
Yes. Access is scoped by branch, so a franchise operates its own complaints, customers, and cash entries. Only network-level roles see the aggregated view across all branches.
02Does the platform handle multiple branches under one owner?
Yes. Branch grouping is part of the data model, so an owner operating several locations gets a combined view of just their own franchises without seeing the wider network.
03Can this model work for other field-service businesses?
The core pattern — installed device, service contract, complaint queue, branch revenue — applies to most equipment servicing operations, including HVAC, medical devices, and industrial equipment. The domain specifics change; the architecture largely does not.
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Read case studyTell us what you are building.
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