Gronox · Service Connect
One field service platform.
Your workflow, not ours.
Service ticketing, O&M and field service management — configured to the way your service business already runs.
What The Product Is
A complete application,
not a toolkit.
Service Connect covers the full service lifecycle — the asset record, the request, the ticket, the dispatch, the field visit, the proof of work, the rating and the reporting on all of it. Two mobile apps and a web operations console come with it.
01
Catalog
Your products, assets, models, warranty terms and service types — held centrally, pushed to every app.
02
Ticketing engine
The configurable core: stages, rules, assignment logic, escalation paths and SLA timers.
03
Notifications
Push, WhatsApp, SMS and email — templated per event, per role, per language.
The End-To-End Journey
Eight steps by default.
Every one, configurable.
This is the default shape — each step can be turned on, off, re-ordered or re-owned in configuration.
1
Catalog product
Browse and choose the right service in the catalog.
2
Customer registers
New customer signs up quickly and securely.
3
Request service
Customer submits service details and preferences.
4
Ticketing engine
Request is auto-created, prioritized and scheduled.
5
Notify
Customer gets real-time updates via Push, WhatsApp and SMS.
6
Technician accepts
Technician accepts the job and gets all details.
7
On-site complete
Work is completed on-site with proof and signature.
8
Customer done
Customer confirms completion and shares feedback.
Configurable Dispatch
How does a job reach
the person who does it?
Four dispatch models ship with the product. Configuration, not custom development — and they can be mixed by region, service type, customer tier or time of day.
Model A
Marketplace accept
Offered to a shortlist of matching providers at once. First to accept owns it; the rest are told it is taken. Unaccepted offers widen on a timer.
Best for — Large provider networks, consumer service, high volume.
Model B
Central validation
Every request lands in an operations queue. Your team verifies warranty, entitlement, spares and priority, then assigns a named engineer with a slot.
Best for — Warranty-controlled OEMs, contract-bound O&M.
Model C
Automatic assignment
The engine picks one technician on a weighted score — distance, skill, certification, load, availability, acceptance history — and books the visit.
Best for — In-house workforces, preventive maintenance.
Model D
Geographic push
Territories, zones, clusters or site groups own their own tickets. The job is pushed to the team or franchise partner responsible for that geography.
Best for — Franchise and dealer networks, distributed fleets.
And When It Does Not Go To Plan
Fallbacks are configurable too.
No acceptance
Widen the radius, re-offer to a reserve pool, or escalate on a timer.
No match found
Route automatically to the dispatcher queue with the reason attached.
Declined or cancelled
Instant reassignment, with the customer notified of the new visit.
SLA breach
Escalate to a named manager and flag the ticket on the live console.
Configurable Beyond Dispatch
The whole lifecycle is
configuration.
Ticket lifecycle
Stage names and order — add, remove or rename stages per service type.
Intake
Customer app, QR scan, call centre, ops team, PM schedule or your own API.
Forms & evidence
Request fields, issue categories, checklists and mandatory completion photos.
SLA & escalation
Response and resolution clocks per priority, contract or customer tier.
Approvals
Optional gates on registration, quotation, spares, closure and onboarding.
Roles & permissions
Customer, provider, dispatcher, zone manager, finance, admin.
Notifications
Which event fires which channel, to which role, in which language, using your own templates.
Five Businesses, Five Configurations
The same product, configured five different ways.
Business
Appliance & consumer durables OEM
QR registration, automatic warranty check, authorised partner network
Dispatch model
Marketplace accept, inside the authorised network
What matters most
Warranty control, first-visit fix, rating
Business
Solar & renewables O&M
PM schedules per site, breakdown tickets from monitoring alerts via API
Dispatch model
Geographic push to the zone team
What matters most
Uptime SLA, PM compliance, visit evidence
Business
Elevators & building systems
AMC contract validation, licensed technician match, entrapment priority
Dispatch model
Central validation, then named assignment
What matters most
Certification match, response time, audit trail
Business
Industrial equipment AMC
In-house engineer pool, spares and downtime captured at closure
Dispatch model
Automatic assignment
What matters most
Utilisation, downtime, contract profitability
Business
Facility management & property
Tenant QR tickets, supervisor triage, specialist work out to vendors
Dispatch model
Central triage + marketplace to vendors
What matters most
Occupant satisfaction, vendor SLA, cost per ticket
Onboarding
Everyone gets in
without a manual.
Customer
Phone number and OTP — no password
Register a product by QR scan, or model and serial
Optional verification before activation
Bulk pre-load of existing customers and assets
Service Provider
Self-registration or SMS invitation
Area, radius, skills and availability
Identity, licence and certification upload
Your approval before any offer is sent
Activate, suspend or deactivate at any point
Admin & Ops
Role-based console access
Catalog, service types, regions and templates in the UI
Dispatch rules and SLA clocks edited without a release
Full activity history on every ticket
Two Mobile Apps, One Engine
Built for a phone in one hand.
Customer app
My Products with full service history
Request installation, maintenance or repair
Live status timeline
Assigned technician details
Cancel before assignment
Rate at closure
Technician app
My Jobs by offered, assigned, in progress and completed
Accept or decline
En route, Start work, Complete work
Notes, photos and geo-stamped location
Earnings and rating
Every stage change fires the notifications you configure — push in the app, WhatsApp, SMS and email — to the customer, the technician, the dispatcher or a manager. Templates, languages and quiet hours are yours to set.
Dashboards & Reporting
The live queue,
and the monthly view.
Live operations console
Every ticket with status, age, location, customer, asset and provider. Filter by date, type, status, region, product, customer or provider. Assign, reassign, cancel and escalate from the same screen. Queues for pending registrations and provider approvals.
Management reporting
Open, delayed, escalated, unassigned and completed volumes. Response and resolution against SLA. Provider completion, acceptance and cancellation rates with customer ratings. Region and service-type breakdowns, exportable and schedulable.
SLA adherence
By priority, contract and region
First-visit fix
Repeat visits per closed ticket
Workforce load
Jobs, travel and utilisation per technician
Payables
Rate per completed job, dues per provider
Integration
It fits the systems you already run.
REST APIs to create, update and read tickets from your ERP, CRM or monitoring system
Webhooks on stage change, assignment, completion and SLA breach
Master data sync for customers, assets, contracts and spares
Single sign-on for console users; OTP for field and customer apps
Messaging gateways for WhatsApp, SMS and email of your choosing
Why Gronox
Configurability that is real.
Service Connect is one application on the Gronox platform, so identity and role management, multi-tenant data separation, audit logging, configurable workflow, notification infrastructure and reporting are already there. Changing your dispatch model, adding a stage or standing up a second business unit is a configuration exercise on a shared platform — not a new build.
Next Step
A discovery workshop — we map
your workflow, on paper, with your team.
Half a day
We walk your service journey stage by stage — intake, validation, dispatch, field, closure, reporting.
You leave with
A configured target workflow, the dispatch model that fits it, and the gaps worth solving first.
Then
A working configuration to review — your service types, stages and notifications — before any commitment.
Alligator Infosoft · Gronox Service Connect — sales@alligatorinfosoft.com · +91 99220 09667 / +91 99220 01905 · gronox.ai