Mocup

Project Overview

A leading bath accessories company, specializing in taps, faucets, and related products, wanted to provide end-to-end customer service management through a digital platform. Traditionally, handling service requests, assigning plumbers, and managing service payments were manual and unstructured.

The solution was to develop a centralized service management system with an admin panel that enables the company to register services, assign plumbers, track payment ledgers, and analyze service problems efficiently.

Customers can register service requests through WhatsApp Flow or directly via manual entry by the support team. Each request is tracked in the admin panel, plumbers are assigned accordingly, and payments are managed seamlessly.

Question Industry Problems

Key Issues in Handling Customer
Service Requests

01

Unorganized Service Requests
Customers often raised complaints informally via calls or messages, making it difficult for the company to track service details systematically.

02

Plumber Assignment Inefficiency
There was no structured process to assign plumbers, leading to delays and mismanagement of service requests.

03

Manual Payment Tracking
Admins struggled to track plumber payments and reconcile ledgers, creating confusion and delays in payouts.

04

Lack of Insights
The company had no clear view of recurring problems reported by customers, limiting product improvement opportunities.
Bulb Our Solutions

Our Approach to Streamlined Customer &
Plumber Coordination

Customer Service Registration

Customers could raise service requests through WhatsApp Flow automation or manual entry by support staff, ensuring every request was logged systematically in the admin panel.

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    WhatsApp automation enabled faster service request logging.

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    Admins could manually create requests for offline customers.

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    Plumbers assigned based on availability and location.

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    Integrated ledger system to manage plumber payments.

Plumber Management

The system enabled admins to create plumber profiles, assign services, and track payouts with full transparency.

Service Tracking & Analytics

Each service request was categorized by problem type, allowing analytics to highlight recurring issues and product performance trends.

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    Reports on recurring service issues.

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    Insights for product design and durability improvements.

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Impact

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    Improved Service Efficiency: Requests tracked centrally with faster response times.

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    Streamlined Plumber Assignment: Quick allocation reduced delays and improved satisfaction.

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    Transparent Payment Management: Ledgers clarified payouts and balances.

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    Data-Driven Insights: Analytics guided product and service improvements.

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    Enhanced Customer Experience: WhatsApp flow simplified request process and turnaround.

FAQ

FAQs

The company struggled with unorganized service requests, inefficient plumber assignment, and manual payment tracking. A centralized system was needed to streamline operations and improve customer satisfaction.

Customers can register service requests via WhatsApp Flow automation or through manual entry by the support team. Every request is tracked in the admin panel for seamless management.

Plumbers are assigned based on their availability and location. The admin can manage plumber profiles, allocate jobs efficiently, and track their payments through an integrated ledger system.

The solution streamlined service operations, improved plumber assignment, ensured transparent payment management, and provided data-driven insights for product improvements — all leading to higher customer satisfaction.

The system was developed using .NET for backend, PostgreSQL for database management, Flutter for mobile application, and WhatsApp API for customer request automation.