Eureka Forbes Service

A Service Technician Intelligence Platform

Eureka Forbes’ service network of over 8,500 technicians across India faced several critical challenges:

1. Lack of technician tracking and limited visibility to jobs

2. Technicians gaming the system by selling counterfeit filters

3. Revenue leakage from spare parts sold on the black market

These issues not only impacted revenue but also damaged machine performance and customer health. The company needed a system that introduced accountability, transparency, and performance visibility across its service network.

We built a dedicated Service Technician platform to digitise and monitor field operations.

• Designed workflow checklists to ensure technicians followed correct service steps

• Introduced spare part verification and photo capture to prevent counterfeit installations

• Enabled real-time job tracking and supervisor dashboards for operational visibility

• Built earnings dashboards for technicians to motivate performance and transparency

This created a transparent service ecosystem where technicians, supervisors, and the company had full visibility into service quality and performance.

The Business Impact

• 40% reduction in service revenue leakage

• Reduced service time and repeat service calls

• Higher first-time resolution rates

• Improved technician productivity and accountability