Customer and Asset Lifecycle Digitization for HVAC Services
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Headquarters
- United Arab Emirates
Business Size
- Large
Industry
- HVAC, Manufacturing, Services
Technologies
The Client
The company leads in HVAC equipment manufacturing and commercial service management across the globe. They manage thousands of customer installations and service contracts. They needed a centralized digital system to replace spreadsheets and manual follow-ups.
Challenges Faced
- The lack of a digital system caused disjointed customer management and asset tracking.
- There was no centralized repository for customers or asset data.
- Contract renewals were managed through spreadsheets.
- Preventive maintenance tracking was lacking.
- There was no automated ticketing for breakdowns.
- It was difficult to assign technicians based on region.
- Finance and service teams were not integrated.
- Sales reps did not have access to service history.
- There was limited visibility into AMC (Annual Maintenance Contract) performance.
- Creating quotes for equipment or renewals was manual.
- Customer SLAs were not monitored effectively.
Ambit’s Solution
Ambit created a custom .NET-based system on the InforCRM platform to manage customers, equipment, service workflows, and reporting. It helped in
- Building centralized asset and customer master data modules.
- Enabling tracking of AMC start/end dates, warranties, and SLAs.
- Integrating the service ticket lifecycle with customer records.
- Automating technician assignment and notifications.
- Role-based user dashboards for technicians, managers, and admins.
- Linking service records to equipment history.
- Ensuring real-time updates are enabled via mobile devices.
- Creating reports for SLA compliance, ticket resolution, and renewals.
- Setting quote module for new products or parts replacement.
- Setting up email and SMS notifications for contract renewals and escalations.
Results Achieved
- The custom system improved service reliability, customer satisfaction, and internal operations.
- Response to service requests became 40% faster.
- SLA compliance increased by 35%.
- AMC renewals went up due to timely alerts.
- Technician utilization and productivity improved.
- Sales teams gained visibility into cross-selling opportunities.
Conclusion
With Ambit’s custom .NET solution, the company gained full visibility and control over customer and asset management – resulting in better service quality and operational flexibility.