Software Solutions for Service Business — One Workflow Instead of Six Spreadsheets
Software solutions for service business unify ticketing, technician scheduling, parts inventory, warranty tracking, customer portal and a field mobile app into one system, so the dispatcher, the technician on site and accounting all work from the same data. We build custom platforms for repair, installation and maintenance companies that replace the mix of Excel, WhatsApp, email and paper log with a single end-to-end workflow — from request and SLA through invoice and customer feedback, with no double entry and no tickets lost between shifts.
Why service businesses suffer without dedicated software
Service operations have four operational realities that generic ERP packages do not cover: unpredictable inbound demand, technicians who are not in the office, parts with serial numbers and warranties with different terms per product or manufacturer. When these live in separate tools, every shift starts with "who is on this customer".
- ✓Tickets from every channel — phone, email, WhatsApp, website form and QR code on the device land as a single ticket with priority, SLA timer, history and customer photos, with no copy-paste between windows.
- ✓Technician scheduling with routing — drag-and-drop calendar by tech and zone, auto-assign by skill and load, ETA to the customer over Google Maps and optimized daily routes.
- ✓Parts inventory with serial numbers — stock per warehouse and service van, min levels with auto-reorders to suppliers, traceability of a specific part to a specific job for warranty claims.
- ✓Warranty management — registry of sold units with serial numbers, purchase date, warranty term, full repair history and automatic split between warranty and billable work.
- ✓Customer portal and self-service — customers submit a request, track status, approve repair quotes and e-sign the hand-off protocol — no phone calls to the office.
- ✓Mobile app for field techs — daily jobs, work logged, parts used, time and photos captured straight from the phone or tablet, working offline when there is no signal.
- ✓CRM with full history per customer and site — devices owned, repairs done, parts replaced, maintenance contracts and every conversation in one place.
Who it is for
Repair of HVAC, white goods, laptops, phones, coffee machines, power tools. 200-3,000 tickets per month, 5-40 technicians, warranty module and manufacturer integration for claims. We replace the chaos of paper logs and WhatsApp groups with a single dispatcher screen.
Elevators, HVAC, plumbing, electrical, gates and security systems. Scheduled preventive maintenance, reactive calls, recurring service contracts with fixed visit counts, full per-site history and automatic month-end invoicing.
Auto shops, motorcycle and bicycle workshops, agricultural and industrial equipment repair. Per-VIN history, customer-approved quote before work, labor by operation and one-click parts ordering from suppliers.
How we build it
We do not start with "install and learn it". We start with the real flow of one ticket through your shop — who takes it, who assigns it, what happens between dispatcher and technician, when parts are ordered, when the invoice goes out. That flow becomes the skeleton of the software; every iteration makes it faster, not heavier.
1. Discovery and process mapping
We spend 2-3 days with your dispatcher, one technician and your accountant. We capture the real steps, manual workarounds and bottlenecks, and extract data from existing Excels, ERP and WhatsApp groups. The output is a 30-50 user-story doc with priority by business impact, which becomes the contractual spec.
2. Core: tickets, technicians, parts
Sprint one (4-6 weeks) ships the working core — tickets, technician schedule and base inventory. That is the minimum to switch off Excel. We train the dispatcher and go live with one or two techs before adding anything else.
3. Mobile app and customer portal
Phase two adds the field-tech app (Android and iOS, offline mode) and the customer self-service portal. Now a ticket can flow from the website form to a signed hand-off on the technician's phone, with no paper and no phone call. This is where we usually see the first 30-40% drop in ticket handling time.
4. Integrations: accounting, suppliers, notifications
We connect the system to your accounting (Microinvest, QuickBooks, Xero), to parts suppliers for auto-orders and to SMS / WhatsApp Business for customer notifications. Specific manufacturer or warranty-portal API integrations usually number 3-7 in a standard project.
5. Reports, KPIs and iteration after launch
The final sprint ships dashboards: mean time to resolution, SLA hit rate, technician utilization, margin by service type, warranty rework. After go-live we run a monthly improvement cycle driven by what the data shows, not by a first-day wish list.
Why Saitami
We build CRM system and business software tailored to service companies that have outgrown generic packages. EUR pricing, no per-seat fees, full ownership of data and code.
Frequently asked questions
Can we start with ticketing only and add inventory and the mobile app later?
Yes, and we almost always recommend it. Sprint one usually ships only tickets, scheduling and base inventory — the minimum that replaces Excel and WhatsApp and produces measurable impact in month one. The mobile app, customer portal and extra integrations come as separate phases once the core is stable. Budget spreads across 3-4 tranches instead of one big upfront.
How is a custom solution different from off-the-shelf FSM tools like ServiceM8 or ServiceNow?
Off-the-shelf platforms are tuned for the US or Western European model — per-seat subscription (€50-€120 per seat monthly), English-first UI, fixed field set. At 15 technicians that is €13,000-€21,000 per year, with no local accounting and not your process. Custom software typically pays back in 18-30 months, after which there is no seat fee and the data and system are entirely yours.
Does it work offline in the field?
Yes. The field-tech mobile app is offline-first — daily jobs, instructions and stock sync in the morning, the technician can log work and fill protocols without signal, and data uploads automatically on the next connection. Critical for shops working in basements, elevator shafts, rural areas and industrial sites.
How do we migrate history from current Excels and old software?
We write a one-time ETL script that reads your existing sources (Excel, Access, MySQL backups, exports from the old system) and loads customers, sites, serial numbers, repair history and active contracts into the new database. We validate with the dispatcher, fix duplicates and go live with full history on day one. For a mid-size shop the migration takes 1-2 weeks.
How much does it cost and what is the real 2-year TCO?
Starter core from €6,800 for a small shop (up to 5 techs), €12,000-€25,000 for mid-size (10-25 techs with mobile app and portal), €30,000+ for authorized centers with manufacturer integrations. Maintenance and hosting €120-€450 monthly. Two-year TCO for a mid-size shop: €18,000-€32,000, versus €25,000-€45,000 for a SaaS alternative with seat pricing and no data ownership.
Ready for one workflow instead of six spreadsheets?
Send a short description of your shop — service types, technician count, average monthly ticket volume and current tools. Within 5 business days we return a concrete architecture, a 3-4 sprint phasing plan and a fixed EUR quote with no seat fees. On-site discovery available in Sofia and Plovdiv.
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