In today’s fast-paced, service-driven business environment, communication speed and visibility directly impact customer satisfaction, operational efficiency, and stakeholder confidence. While our Cloudtrac platform currently delivers ticket-related notifications through SMS and email, evolving user behavior and communication preferences necessitate a more immediate and interactive channel. The objective of this feature enablement is to introduce real-time WhatsApp notifications to keep stakeholders consistently informed about ticket status updates and critical alerts. Why This Enhancement is Needed Although SMS and email notifications have served as reliable communication channels, they present certain limitations: Emails may be delayed, filtered, or overlooked. SMS messages are limited in format and interactivity. Neither channel supports rich contextual conversations or acknowledgements effectively. Users increasingly rely on messaging platforms for real-time communication. With me...

We’ve recently partnered with a leading telecom company to digitize a complaint management system for one of their customers. The solution enables automated complaint creation through email, driven by error-ranking validation—bringing speed, accuracy, and intelligence to issue management. The primary objective of this initiative was to automate and digitize the client’s existing metro-station complaint management process across Bangalore, Mumbai, and Delhi—driving higher operational efficiency, improved customer experience, and enhanced data visibility. The client used to receive daily customer complaints via email related to service issues across metro stations in these three major cities. These complaints were manually forwarded to field engineers, who inspect the issue, carry out the necessary repairs, and submit their updates through manual reports to management. This largely manual process limited their real-time visibility, delayed resolution, and restricted actionable insights—m...

This blog highlights a practical use case of Cloudtrac Solution platform , purpose-built for the evolving needs of the Indian Quick Service Restaurant (QSR) ecosystem . As QSR brands race to expand their footprint, operational scalability—especially in back-of-house maintenance—has emerged as a critical yet underserved challenge. The Market Opportunity: Scaling Without Operational Debt India’s QSR market is expanding at an unprecedented pace, with many brands scaling from 50 to 500+ outlets within a few years . While front-of-house systems such as POS and delivery platforms scale rapidly, back-of-house (BoH) maintenance operations often lag behind , remaining manual, reactive, and fragmented. Maintenance requests are typically managed through informal channels such as WhatsApp messages, emails, and spreadsheets , creating what we call a “Maintenance Void.” This results in: High Mean Time to Repair (MTTR) due to delayed response and poor coordination Limited real-time visibil...

The aim was to deliver a fully digitized, end-to-end process for managing the complete repair lifecycle between the customer and the vendor. The workflow begins when the customer submits or delivers a product for repair, and from that moment onward, every step is captured, logged, and tracked within the system. The Cloudtrac Solution platform ensures complete visibility by providing real-time updates to customers at each stage—from request initiation to final closure—enhancing transparency and trust. Designed with scalability in mind, the solution also supports the digital transformation of adjacent business processes, including contract management, service support operations, and automated report generation, enabling organizations to streamline critical functions on a single unified platform. Cloudtrac platform delivers a fully digitized workflow to capture, track, and manage every repair request across the country—right from initiation to repair completion and billing. Each ste...

In today’s always-connected world, customers expect complete visibility into the services that matter to their operations. One of our enterprise clients faced a common challenge—how to provide real-time ticket visibility to their preferred Datacenter customers (one of the leading datacenters) while continuing to manage service calls through their existing internal IT systems. The Business Challenge Previously, service calls were logged via a centralized call center (CCC) and managed internally. However, preferred customers had limited visibility into the progress of their service tickets. The client wanted to bridge this gap by introducing a secure, role-based portal that could provide: Real-time ticket status updates as they happen in internal IT systems Access to tickets mapped to specific buildings and assets Multiple user roles with controlled access Downloadable, customized reports on uptime, SLA compliance, and service performance Real-time notifications at every stage of the...

In our continuous effort to enhance operational efficiency and reduce costs, we’ve introduced a smart enhancement to the service ticketing system using our Cloudtrac platform — combining Corrective Maintenance (CM) and Preventive Maintenance (PM) activities into a single visit wherever applicable. By allowing both CM and PM processes to be carried out together, we can minimize redundant site visits, optimize engineer time, and deliver faster resolutions to customers. Key Enhancements in the Ticketing Process Duplicate Serial Number Check Before creating a new service ticket, the system now checks for duplicate serial numbers. Each serial number is unique across all sites. When a new CM ticket is created, the system automatically checks if another ticket for the same serial number already exists. It displays the open CM tickets, their current status, AMC details, creation date, and other relevant information. This helps engineers quickly assess existing cases and avoid duplicate e...