When your field team runs on spreadsheets, someone always gets the wrong address.
The Sleep Company is India's leading D2C sleep brand, built on patented SmartGRID technology across mattresses, chairs, and ergonomic furniture. With a rapidly growing customer base and pan-India delivery coverage, the brand's after-sales operations — installation, maintenance, and warranty service — had become as critical to customer experience as the product itself.
We built a dual-interface field operations system: an admin panel for the customer experience team to manage job allocation, and a mobile app for field technicians to receive optimized routes, update job status in real time, and communicate service needs back to operations. Manual spreadsheet management was replaced by intelligent automation — and the operations team gained complete visibility into every service job across India.
Three people were living with the consequences of field operations running on spreadsheets — a customer waiting without updates, a technician with an inefficient route, and an ops manager without visibility into any of it.
Customers who raised warranty service requests heard nothing for days after submission. With no visibility into whether a technician had been assigned, when they would arrive, or what had been found on a prior visit, the after-sales experience fell far short of the premium purchase it followed.
📞 Customers waiting days with no service status visibility or communicationField technicians received daily job lists via WhatsApp and were left to plan their own routes. Without optimization, routes were chronically inefficient — technicians regularly drove past one job site to reach another further away, with a significant portion of each working day lost to avoidable transit.
🗺️ Technicians planning unoptimized routes manually — wasted travel time and fuelOperations managers overseeing fifty technicians across India through WhatsApp and spreadsheets had no scalable way to assign jobs, track completions, or report on field activity. Each allocation took hours, each status update required a direct call, and there was no real-time visibility into what was happening in the field.
🗂️ Ops manager allocating jobs and tracking field teams with no visibilityThe Sleep Company's customer experience team was manually assigning installation, maintenance, and warranty jobs to technicians using spreadsheets and WhatsApp — a process that couldn't scale as customer volume grew. Priyanka spent hours each day on allocation that should have been automated. And the manual process created coverage gaps: technicians in the wrong areas, jobs assigned without proximity logic, and no systematic way to know when a service request had actually been completed.
For Ravi, the absence of route optimization meant a significant portion of every working day was wasted in transit. Jobs were sequenced in the order they arrived, not in the order that minimized travel. And when he encountered an issue — a part that needed replacement, a job that required escalation — the communication back to Priyanka's team was informal and unreliable. Anjali waited for updates that the system had no mechanism to generate.
“A premium brand whose customer experience ended at delivery — and whose after-sales operations couldn't support the service promise the brand had made.”
The system was built to give Anjali proactive service updates, give Ravi an optimized day, and give Priyanka complete visibility into everything happening in the field.
Built an admin panel for Priyanka's customer experience team and a mobile app for field technicians — seamless two-way communication and complete operational control across both interfaces.
ResilienceDeveloped automatic job assignment matching technicians within 10-15km radius based on location — eliminating manual allocation and ensuring balanced workload distribution across India's service regions.
SustainabilityIntegrated Google routing algorithms to create optimized daily schedules for Ravi and his colleagues — jobs sequenced to minimize travel time and maximize daily job completion across service areas.
SustainabilityEnabled technicians to update job status in real time from the mobile app — in-progress, completed, requires replacement, escalation — with complete job history visible instantly to Priyanka's operations team.
Human-CentricityBuilt automated customer notifications triggered by job status updates — Anjali receives confirmation when her technician is assigned, en route, and when service is completed, without any manual outreach.
Human-CentricityEnabled technicians to report part requirements, escalations, and service notes directly from the mobile app — operational intelligence flows back to HQ in real time rather than through informal channels.
ResilienceAnjali knows her warranty service is being handled — she receives automated updates when her job is assigned, when the technician is en route, and when service is complete. The after-sales experience matches the premium purchase experience.
Ravi starts each day with an optimized route on his phone — jobs sequenced by proximity, updated in real time, with simple status updates replacing informal WhatsApp messages. More jobs completed, less time wasted.
Priyanka manages fifty technicians across India from a single dashboard — job allocations are automatic, statuses are live, and escalations surface immediately. The chaos of spreadsheet operations is replaced by operational clarity.
As The Sleep Company's customer base grows, the field operations system scales with it — location-based allocation handles new regions automatically, and reporting gives leadership the visibility to make proactive decisions.
Location-based job allocation, route optimization, and real-time visibility for D2C brands with national service operations — from first assignment to service completion.