Enkay CRM for AC and appliance service businesses

In Nagpur in the second week of April, an AC service business gets forty calls a day. Half are "not cooling", a quarter are gas refills, the rest are new installations and people asking for a price on an annual contract. Three technicians, one office phone, one register. By June, some customers have had two visits for one complaint and some have had none.

A service business is different from the other trades on this site. Most of the work is not selling to a new customer; it is looking after existing ones, quickly, at their address, with the right part. Enkay CRM, made by Enkay Technologies, handles both halves: new enquiries as leads, and existing customers as records with jobs and contracts attached.

Two kinds of call, two places to put them

A new customer asking for installation or an AMC quote is a lead. It goes through the pipeline like any sale: first call, maybe a site visit to look at the unit, a quotation, won or lost. JustDial and website enquiries arrive as leads on their own; phone calls are added by hand in a few seconds.

An existing customer with a complaint is not a lead. Open their customer record and create a repair job. The record already shows their quotations, invoices, the contract they are on and every earlier job, so whoever answers the phone can tell straight away whether the visit is chargeable.

If an existing customer's number turns up as a new lead from JustDial, the lead page shows it and merges duplicates in one click. The same number enquiring twice within 24 hours becomes a note on the first lead rather than a second one.

Technician jobs

A job in Enkay CRM has a type — site survey, installation, repair or maintenance — a checklist, photos and a shareable report. For AC work, a sensible repair checklist might read:

• Complaint confirmed with customer
• Filters and coils cleaned
• Gas pressure checked; refilled if needed
• Capacitor, fan motor and PCB checked
• Cooling tested; customer signed off

Assign the job to a technician. With the Field staff role, he sees his own jobs on his phone, not the whole business. He photographs the outdoor unit's nameplate and the fault, ticks the list and sends the job report to the customer on WhatsApp with the message already written. That report is your answer when the same customer rings next week saying "your man did nothing".

Parts, bills and payment on the spot

Keep the parts you regularly charge for — capacitors, gas top-ups, copper piping per foot, stands — as products. A GST invoice with a UPI payment link (or a counter sale for a walk-in) can be raised on the spot, so the customer pays before the technician leaves. Record payments against the invoice; anything unpaid shows in the money-owed-by-age report.

AMC contracts: the work that pays in winter

Summer pays the bills; annual contracts keep the technicians busy the rest of the year. Create an AMC contract on the customer with its start and end dates. Enkay CRM schedules the service visits across the period automatically — so a three-visit contract signed in March has visits laid out through the year — and you record each one as a maintenance job when the technician goes.

Thirty days before a contract ends, a renewal follow-up appears on the Today screen. A month before the next summer is exactly when to ring. Renew the contract, or cancel it and record why. Our post on AMC contracts for service businesses goes further into pricing and terms.

Getting through the seasonal peak

The peak is when systems fail, because nobody has time to write anything down. A few habits help:

• Start every day on the Today screen. Overdue follow-ups sit above today's, and open leads with no follow-up date are flagged, so the installation enquiry from Tuesday does not sit unanswered behind forty repair calls.
• Snooze, do not delete. The customer who wants a quote "after the season" gets their follow-up snoozed by thirty days. The lead stays open.
• Assign leads, not just jobs. Sales enquiries go to whoever is selling, so the owner is not the only person returning calls.
• Check the dashboard once a week. Median response time tells you how long enquiries waited for a first call during the rush.

The follow-up management page describes the Today screen in detail.

Which pipeline stages you'll use

The pipeline is only for new business. Repair calls from existing customers skip it and go straight to jobs.

Many service businesses rarely use Qualified and Negotiation; a small-ticket installation is often decided on one call. That is fine — stages can be skipped.

What Enkay CRM does not do for service businesses

• No route planning, GPS tracking or technician location. You assign jobs; you cannot see where technicians are.
• No customer booking calendar or time-slot picker.
• No SMS or automatic WhatsApp visit reminders to customers, and no reminders to staff outside the app.
• No manufacturer warranty claims or brand service-centre integration.
• No offline mode for technicians in areas without signal.

Quotations, invoices, jobs and AMC contracts are mostly Business plan features; the pricing page lists what is on each plan.

Frequently asked questions

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