Context
A managed field-service business responsible for a large installed base of customer assets and the repairs, returns, and shipments attached to them.
Constraint
Neither customers nor support teams had visibility into assets, repair tickets, and RMAs, so every status question became a manual follow-up — driving delays and eroding NPS.
Architecture
A customer-facing service platform with ticket workflows, RMA automation, shipment alerts, and NPS tracking. The asset registry is the system of record; ticketing, logistics, and notifications integrate around it so customers can self-serve.
Integration map
Kaaylabs platform
Services, data model, and governed automation
Team
Onsite service lead + Chennai pod running platform and support engineering.
Outcome
844K+
Assets under management
75%
Repair tickets self-served
+24%
YoY ticket growth
5–8 min
Saved per RMA
1,500+
Repair tickets / month
Engagement