Apni AMC – User Manual Overview Apni AMC is a service management platform designed to streamline and automate AMC (Annual Maintenance Contract) operations. It consists of a mobile application for technicians and a web application for admins and clients, enabling seamless coordination, tracking, and management of services, products, and clients. Users 1. Technicians – Use the mobile app to view assigned services, record tasks, capture images, and collect client signatures. 2. Clients – Access the web portal to request services, view status, and track history. 3. Admin – Manage all system modules, assign tasks, generate reports, and configure system settings. Design ● Mobile App – For Technicians to receive jobs, log activity, and upload service details. ● Web App – For Admin and Clients to manage and track services and configuration. Modules (Descriptive) 1. Manage Services ● Admins and clients can create new service requests. ● Services can be assigned to available technicians by the admin. ● Each service entry includes customer details, issue description, and scheduling. ● Admin tracks the status: Pending, In Progress, Completed. 2. Manage Technicians ● Add, edit, or remove technician profiles. ● Assign services to technicians. ● Monitor technician performance and ratings. ● Status tracking (Active, Inactive, On Leave). 3. Manage Clients ● Add new clients manually or allow self-registration. ● View client details, service history, and contracts. ● Automated email notification on new client creation if enabled. 4. Manage Product ● Track products under AMC per client. ● Log product details such as make, model, serial number, and service history. 5. Manage Rating ● After service completion, clients can provide ratings. ● Admin monitors average technician ratings. ● Bad rating reports can be sent to predefined email addresses if enabled. 6. Manage AMC ● Manage Annual Maintenance Contracts. ● Assign contracts to clients and link related products and services. ● Monitor contract validity, service schedules, and renewals. 7. Manage Checklist Module ● Admin can define service checklists for different product types. ● Technicians fill out checklists during service to ensure compliance and completeness. 8. Manage Priority ● Define and assign service priority levels: Low, Medium, High, Critical. ● Priority affects technician assignment and SLA tracking. 9. Manage RMA (Return Merchandise Authorization) ● Track product replacements or returns under warranty. ● Log issue descriptions, return status, and RMA numbers. 10. Settings Configure global behavior of the system: ● Daily Service Report Email ○ Enable/Disable ○ Enter email address(es) to receive reports. ● Bad Ratings Technician Report Email ○ Enable/Disable ○ Enter email address(es) to receive low-rating technician alerts. ● Enable Service Providers ○ Toggle to allow third-party service providers to be added and used. ● Send Email on Creating New Client ○ Automatically notify relevant users when a client is added. ● Enable Support Ticket Creation on Email ○ Allow system to create support tickets based on received emails. ○ Set target email for this feature. ● Enable Signature and OTP Option ○ Technicians must collect digital signature and OTP from client during service closure. ● Enable Start & End Images Upload Option ○ Technicians can upload images before and after service. ● Enable Send Mail at Close Ticket ○ Notify relevant users via email once the service is completed. 11. SLA Settings Set SLA parameters to define service expectations: ● SLA Turn Around Time – Time within which a ticket should be acknowledged. ● SLA Close Time – Maximum time allowed to resolve a ticket. ● Service Turn Around Time – Time to initiate service after request creation. ● Service Close Time – Maximum service completion time. ● ESC Email – Escalation email for overdue tickets. ● SLA ESC Email – Specific SLA-related escalation email. 12. Generate Report ● Generate detailed reports based on services, clients, technicians, AMCs, and more. ● Export in PDF/Excel. ● Filter by date, status, technician, client, etc. Mobile App Features for Technicians ● Service Notification ○ Real-time alerts for new assignments. ● Service Listing ○ View list of today's tasks, including customer name, address, and service time. ● On-Site Workflow ○ Tap “Start Service” on arrival. ○ Fill pre-service checklist, upload “Before Service” product image. ● After Completion ○ Add service remarks. ○ Upload “After Service” product image. ○ Collect client signature and optionally OTP. ○ Mark service as completed. For Demo: Contact to ami.mukesoft@gmail.com 1. Service Request Lifecycle How can customers initiate service requests? Customers can easily raise service requests through any of the following methods: ● Mobile App: Quick and convenient, available 24/7. ● Web Portal: Accessible from any browser. ● Phone Call: Customers can call customer care to log a request manually. Each channel is integrated to ensure a seamless service experience. Can the admin create service requests on behalf of customers? Yes. Admins have the ability to create, assign, and manage service requests directly from the backend system, especially useful for requests received via call or in-person. Is there a system for categorizing service tickets (e.g., breakdown, emergency)? Absolutely. Tickets can be classified under categories like: ● Breakdown ● Routine Inspection ● Emergency ● Installation ● Other Custom Types This helps in better ticket management and prioritization. Can service requests have assigned priority levels (High, Medium, Low)? Yes. Each request can be marked with a priority: ● High – Urgent and critical ● Medium – Needs timely attention ● Low – Can be scheduled flexibly How is response time and resolution time tracked? The system automatically logs: ● Time of request creation ● Technician response time ● Time of final resolution These metrics are used to generate SLA compliance reports. Can SLAs be customized per customer or AMC plan? No. You can not define Service Level Agreements (SLAs) per customer, per contract, or per AMC plan.. What if a technician doesn’t respond to a ticket on time? An automatic escalation workflow will: ● Alert supervisors ● Reassign the ticket if required ● Send reminders or trigger notifications to follow-up Is there an auto-assignment feature based on technician availability, skill, or location? Yes. The system can intelligently auto-assign requests by evaluating: ● Technician availability ● Skill match ● Geographic proximity to customer 2. AMC Configuration & Management How are AMCs created—manually or in bulk? AMCs can be added in two ways: ● Manual creation via the admin dashboard ● Bulk upload using Excel or CSV templates for quick onboarding of multiple contracts Can a customer have multiple active AMCs at once? Yes. A single customer can have multiple AMCs, covering: ● Different products ● Multiple service locations ● Various service types (e.g., Gold, Silver AMC) Can an AMC define free vs. paid services? Yes. You can configure: ● Number of free services ● Chargeable paid services This helps in maintaining clarity and billing accuracy. Is there a parent-child hierarchy in AMC contracts? Yes. AMCs can have a hierarchical structure, with: ● Parent contracts covering the main organization ● Child contracts handling branches or specific assets What happens after AMC expiry? Upon expiry: ● The AMC is auto-archived ● The customer receives a renewal reminder ● Renewal options can be initiated via quotation or approval flow Does AMC renewal require approval or quotation? Yes. Renewals can follow an approval-based workflow, optionally including: ● A quotation sent to the customer ● Acceptance followed by activation of the renewed contract Can contract terms include warranty or SLA details? Yes. You can define: ● Response times ● Warranty coverage ● Included spare parts ● Specific service commitments 3. Workstation / Asset Tracking How are assets or machines tracked? Each asset is registered with: ● Location ● Serial or ID number ● Associated customer and AMC contract ● QR/Barcode (optional) Can a customer have assets across multiple locations? Yes. A single customer account can have assets deployed across multiple geographies, all tracked individually. Can each asset have its own AMC or share a common one? Both options are supported: ● Each asset with its own AMC ● A group AMC for all assets Is full service history available per asset? Yes. The system maintains complete service logs including: ● Past tickets ● Repairs performed ● Preventive maintenance Are QR codes or barcodes supported for asset tagging? Yes. You can generate and print QR codes or barcodes for assets, allowing easy identification and scanning in the field. Can preventive maintenance be scheduled for each asset? Yes. Preventive maintenance (PM) schedules can be defined per asset, and reminders will be sent accordingly. Can the system track warranty and service life? Yes. Each asset record contains: ● Warranty start and expiry ● Expected service life This helps in proactive service planning. 4. Technician Operations & Mobility How are technicians onboarded and categorized? Technicians are added with attributes such as: ● Employment type: In-house or third-party ● Region: Service zones ● Skills: Specialty services or machinery types Is GPS-based tracking available for technicians? Yes. Technicians using the mobile app are tracked using GPS, enabling real-time visibility and efficient dispatch. Can the system suggest the nearest technician? Yes. The system can recommend and assign the nearest available technician to reduce response times. How do technicians receive jobs and update status? Using the technician app, they can: ● View job details ● Update progress ● Upload photos ● Collect customer signatures Can technicians upload photos and collect signatures? Yes. The app supports: ● Photo capture for proof of service ● Customer remarks ● Digital signatures Is offline mode supported for remote areas? Yes. Technicians can record service data offline and sync automatically when back online. Can technician performance be measured? Yes. The system provides insights into: ● Turnaround time (TAT) ● Customer ratings ● Number of visits and closures 5. Customer Interaction & Notifications How are customers notified? Notifications are sent via: ● SMS ● Email ● Mobile app ● WhatsApp (if enabled) Are reminders sent for key events like AMC expiry or technician visits? Yes, automated notifications are triggered for: ● AMC expiry ● Upcoming service ● Technician dispatch ● Feedback requests Can notification templates be customized? Yes. Templates can be edited to include: ● Company branding ● Multiple languages ● Personalized content Can customers reschedule or request callbacks? Yes. Customers can: ● Reschedule appointments ● Request a callback From their app or web dashboard 6. Reports, Insights & Dashboards What types of reports are available? Standard reports include: ● Service request logs ● Technician productivity ● AMC contract status ● Preventive maintenance Can users create custom reports or apply filters? Yes. Admin users can: ● Create customized reports ● Use advanced filters ● Export data as needed Is there a live dashboard showing ticket status and KPIs? Yes. A real-time dashboard displays: ● Open and closed tickets ● Pending services ● SLA status ● Technician KPIs Can reports be auto-sent via email? Yes. You can schedule reports to be emailed regularly to designated recipients. Are reports exportable? Yes. Reports can be downloaded in: ● Excel ● PDF Can we track SLA violations or customer feedback trends? Yes. Special reports help you: ● Monitor SLA breaches ● Analyze customer satisfaction trends 7. Customization, Integration & Scalability Can workflows be customized? Yes. Custom workflows can be created for: ● AMC renewals ● Service approvals ● Escalation rules Can we add custom fields to tickets or profiles? Yes. Custom fields can be added across: ● Tickets ● Assets ● Customer profiles Are APIs available for third-party integrations? Yes. We offer APIs to integrate with: ● CRM systems ● ERPs ● Billing platforms ● Payment gateways Does the platform support franchises or multiple branches? Yes. You can manage: ● Multiple branches ● Franchise locations ● Assign role-based access Is multi-language support available? Yes. The platform can be localized in multiple languages to support a diverse customer base. Is white-label deployment possible? Yes. We offer white-label solutions with your logo, domain, and branding. 8. User Roles, Permissions & Security How is access control managed? Access is controlled using: ● Role-based permissions ● Fine-tuned module-level settings Can permissions be customized per module? Yes. You can control: ● View-only access ● Edit rights ● Deletion privileges Is user activity audited? Yes. All user actions are logged and audit-ready for compliance. What security protocols are in place? We follow: ● Encryption standards ● Secure user authentication ● Role-based access control Is there a backup and disaster recovery plan? Yes. Regular backups are performed and disaster recovery measures are in place. Is the system GDPR and privacy compliant? Yes. We adhere to GDPR and other regional data protection regulations. 10. Deployment, Support & Maintenance Is ApniAMC cloud-hosted or self-hosted? ApniAMC is available in: ● Cloud-hosted (managed by us) Is ongoing support available? Yes. We provide: ● Implementation support ● Training ● Ongoing technical support Are updates and patches included? Yes. Regular updates, security patches, and feature enhancements are part of our support plans.