Consumer Durables SFA, Dealer & After-Sales Service Software

The customer bought one product. You gave them four systems.

Your dealer billing

Sells a box, loses the buyer

The dealer invoices; the serial number and the customer never reach the brand.

Your call center tool

Logs tickets into a void

It can't see the warranty, the installer, or whether the last visit fixed anything.

Your service franchisees

Paper job sheets

Work happens, evidence doesn't — and every claim becomes a dispute.

Your AI tool

Reports but can't act

It charts repeat-visit rates. Someone still has to retrain the franchisee.

One serial number, from despatch to the tenth service call.

The unit is serialised at despatch, registered at installation, and carries its warranty, AMC and service history for life — whichever dealer sold it and whichever partner services it.

Sell & install now · Primary sale

Primary sale

serials to dealer stock

Retail sale

customer & serial captured

Installation visit

checklistphotoswarranty starts

Service for life

Service request

callchatportal — warranty checked

Dispatch

skill & pin-code routing to partner

Technician visit

geofencedpartsproof — offline

Bill or claim

in-warranty splits by rule

AMC offer

as warranty expires

Three people. One serial number.

THE INSTALLER

Delivery → installation → warranty start

Gets the job the moment the retail sale syncs, runs the installation checklist with photos, captures the serial and customer signature — and the warranty clock starts from a verified event, not a guess.

15:10JOB 5 OF 7

INSTALL · 1.5T SPLIT AC

Serial DX-88412-K · A. Kulkarni

Vacuum & pressure test✓

Customer signature→

Warranty registered at install — no card, no dispute later

THE SERVICE FRANCHISEE

Jobs in, evidence out, claims paid

Receives routed jobs with the unit's full history, runs technicians on the offline app, consumes spares from franchise stock — and files in-warranty claims that settle because the evidence was captured on the job.

Today — 22 jobsResponse SLA at risk 2

Repeat call — same unit, 9 daysflagged

Compressor — in warrantyclaim drafted from job

Spares van stock2 below reorder

The claim is the job card, reshaped — not a second data entry

THE NATIONAL SERVICE HEAD

The network, measured like a product

First-time fix by partner, repeat-call rates by failure code, AMC attach on expiring warranties, claim exposure — and Sense to ask why.

FIRST-TIME FIX

86%

REPEAT CALLS

4.1%

AMC ATTACH RATE · 6 MONTHS

Ask Sense: "Which failure code drives repeat calls on the new range?"

Every metric traces to a geofenced visit and a serial number

The repeat call has a failure code.

Sensegrounded in your records · audited

Why are repeat calls up on the new washer range?

Repeat calls concentrate on one failure code and two service partners — both consumed a substitute part during the spares shortage in June. Units repaired with the original part show no elevated repeats. Grounded in job cards, parts lines and serial history.

Draft recall list → approve Show affected serials

Every after-sales problem has an address.

Installations, service visits & dispatch Field Service & Service

Warranty, AMC & claims Service

Serialised stock across the channel Inventory & Warehouse

Dealer beats, schemes & collections Field Sales & Rewards

Call center & omni-channel support Support & Telephony

GST invoicing & books Finance & Accounting

The dealer channel and after-sales service, in depth.

A consumer durables brand in India sells through dealers it does not own, installs through partners it does not employ, and services the product for years through franchisees who pick up the phone. Consumer durables software has to do two jobs that are usually bought separately: sales force automation (SFA) and dealer management for the channel — beats, schemes, serialised stock, sell-through — and after-sales service management for the installed base — installation, warranty, AMC, service calls and partner claims. xMatix runs both on one platform, keyed to the unit's serial number, with GST invoicing and e-way bills in the same books.

Sell-in and sell-through, serial by serial

Field teams work dealer beats with orders, festival and slab schemes applied by rule, collections and display checks; dealer portals give self-service ordering and claim status. Units despatch as serials into dealer stock, and the retail sale binds serial to customer — so sell-through is a fact, not a distributor's estimate.

Install, warranty, AMC — one history per unit

The installer gets the job when the retail sale syncs, runs the installation checklist with photos and signature, and the warranty starts from a verified installation. Service requests by call, chat or portal are checked against that warranty, routed to a partner, executed offline with parts and proof, and billed or claimed by rule. When the warranty window closes, the AMC offer goes out with the unit's own service history behind it.

xMatix list of asset service contracts showing contract name, asset, billing account, due date, activation date and utilisation — Service contracts per asset — the entitlements that warranty and AMC jobs are checked against. From the product documentation (demo tenant, sample data).

SFA, dealer management and service management — who does what

Job	Channel side (SFA & dealer management)	After-sales side (service management)
Who uses it	Sales officers, dealers, channel head	Installers, service partners, call centre, service head
Core record	Dealer order, scheme, serialised stock	Installation, warranty, AMC, service job
What links them	The serial number: sold to which dealer, installed for which customer, serviced by which partner
Money	Dealer invoices with GST, schemes, collections	Paid jobs, warranty claims split by payer, AMC renewals
Measured by	Coverage, sell-through, scheme spend	Install time, first-time fix, repeat calls, AMC attach

The questions durables brands in India ask.

Is this SFA software or service management software for consumer durables?

Both, on one platform. The channel side covers dealer beats, schemes, serialised stock and sell-through; the after-sales side covers installation, warranty, AMC, service calls and partner claims — joined by the unit's serial number.

Does it work with service franchisees across India?

Yes. Jobs are routed to authorised partners by skill and pin code, technicians work on the offline app in the customer's home with no signal, consume spares from franchise stock, and file in-warranty claims with the evidence captured on the job.

When does the warranty start?

From a verified installation — the checklist, photos, serial and customer signature captured on the install visit — rather than from an invoice date or a returned warranty card.

Are dealer invoices GST-compliant for brands selling in India?

Yes. Dealer and retail invoices carry GST on the line and generate e-invoices where required, and e-way bills are raised from the despatches that need them, in the same books as the serialised stock.

Consumer Durables SFA, Dealer & Service Management Software

Brand operations — this month