XPndAI builds bespoke robot after-sales service software for robotics manufacturers, distributors, and system integrators managing field service for deployed robot fleets. Service ticket management, remote diagnostics, spare parts inventory, field engineer dispatch, SLA contract management, customer portal, and service revenue analytics — in one purpose-built platform. Reduces emergency dispatch by 30-40% and service cost per visit by 25-35%. Source code ownership. From $60,000.
Customers report robot issues through multiple channels — phone, email, WhatsApp, customer portal, or automatically from the robot itself (fault code trigger). XPndAI builds a unified service ticket management system: multi-channel intake (WhatsApp Business API — most common for India, Southeast Asia, Middle East; email integration; customer portal form; automatic ticket creation from robot fault alerts; phone call logging), AI ticket triage (fault code → likely fault category → severity → priority assignment — P1/P2/P3/P4 by contract SLA), ticket enrichment (robot ID → automatic population of robot model, installation date, warranty status, service history, last preventive maintenance — field engineer sees full robot context immediately), assignment rules (by geography, engineer skill set, robot model expertise, current workload — configurable routing logic), SLA timer (countdown to response and resolution SLA breach — escalation alerts to service manager), and ticket audit trail (every status change, communication, action — complete history for customer and regulatory purposes).
The most expensive element of robot after-sales service is the field visit — travel time, engineer cost, customer disruption. Remote diagnostics eliminates 30-40% of dispatches. XPndAI builds a remote diagnostics capability: live telemetry access (field engineer opens ticket → views live robot telemetry dashboard — current fault codes, sensor readings, motor states, battery status, recent error log — without physically accessing the robot), historical telemetry review (playback of telemetry leading up to fault — the pattern of signals before failure often points to root cause), remote log retrieval (pull diagnostic logs from the robot over the network — error code history, task logs, navigation logs), remote configuration and parameter adjustment (where the robot's software architecture supports it — modify robot configuration, update parameters, reset error states, restart subsystems), guided self-service workflow (if the fault is one a trained customer operator can fix — send customer step-by-step resolution guide via WhatsApp with photos/video; customer confirms resolution), and remote diagnostics outcome (resolved remotely: ticket closed; requires dispatch: ticket escalated with diagnostic findings pre-populated for field engineer — they arrive knowing what to bring and what to do).
Spare parts availability is the single biggest cause of extended robot downtime — engineer arrives, the needed part is not in stock. XPndAI builds a comprehensive spare parts management system: parts catalogue (every replaceable component for every robot model — part number, description, unit cost, lead time, compatible models), regional parts inventory (parts inventory by service depot/engineer van stock — how many of each part in each location), consumption tracking (every part used in a service visit recorded — actual consumption vs. forecast), automatic reorder triggers (when inventory falls below minimum — purchase order generated to approved supplier, manager approval workflow), predictive parts pre-positioning (if predictive maintenance AI predicts motor failure on 15 robots in the next 30 days — requisition motor parts to regional depot before failures occur), parts serialisation (track serial numbers of critical parts — motor serial to robot serial — for warranty and traceability purposes), and supplier performance (lead time actuals vs. quoted, quality defect rate by supplier — drives supplier management decisions).
Field engineer dispatch is the execution layer of robot after-sales service — getting the right engineer to the right site with the right parts at the right time. XPndAI builds an optimised dispatch system: engineer skills matrix (each engineer tagged with robot models certified, repair categories (mechanical/electrical/software), languages spoken — routes tickets to matched engineers), geography-optimised dispatch (tickets assigned considering engineer current location and travel distance — minimises travel time across a service region), engineer workload visibility (dispatcher sees all engineers' current tickets, travel status, and available capacity — informed dispatch decisions), WhatsApp task delivery (engineer receives ticket details, robot history, diagnostic findings, parts to bring, and navigation to site — all via WhatsApp; no app installation required), field engineer mobile workflow (WhatsApp or web app: check in on-site, log repair actions, capture before/after photos, record parts used, get customer signature/WhatsApp confirmation, close ticket), and dispatch analytics (first-time fix rate, average travel time, engineer utilisation, SLA compliance by region and contract type).
Robotics manufacturers and distributors typically operate multiple service contract types simultaneously — standard warranty, extended warranty, annual maintenance contracts (AMC), and time-and-materials (T&M). XPndAI builds a complete contract management layer: contract registry (each deployed robot linked to its active contract — model, installation date, warranty expiry, contract type, SLA terms, covered components, renewal date), SLA engine (response time SLA: when must the engineer acknowledge the ticket? Resolution time SLA: when must the robot be operational? — SLA counters start on ticket creation, exclude out-of-hours per contract, trigger escalation at breach risk), warranty claim management (parts replaced under warranty recorded — manufacturer warranty recovery claim generated for warranty-covered parts sourced from third parties), AMC renewal pipeline (renewals due within 90/60/30/14 days — automated renewal proposal generated and sent to customer via WhatsApp and email; renewal conversion analytics), T&M invoicing (for out-of-warranty visits — time, parts, and travel costs captured in the ticket; invoice generated automatically from ticket data; GST/VAT-compliant invoicing by jurisdiction), and contract profitability (gross margin per contract — revenue vs. service cost; identifies underpriced AMCs for renewal renegotiation).
Customers want visibility into their robot fleet's service status without calling. XPndAI builds a self-service customer portal: robot fleet view (customer sees all their robots — current status, open tickets, upcoming scheduled maintenance, warranty/contract status), ticket tracking (open tickets with current status, assigned engineer, expected resolution — customer WhatsApp notification at each status change), service history (complete maintenance and repair history per robot — available for customer's own asset management), document access (warranty certificates, service reports, invoices — downloadable from portal), and service renewal (contract renewal initiated from portal). Service revenue analytics dashboard for service management: revenue by contract type (warranty/AMC/T&M), gross margin per service visit (revenue minus engineer time, parts, travel), engineer utilisation rate, first-time fix rate trend, customer satisfaction score (post-ticket WhatsApp survey — 1-click rating), parts profitability (which parts have highest margin contribution), and geographic service cost analysis (regions where service is unprofitable — pricing or service model adjustment required).
Multi-country operations are a core design requirement for robotics manufacturers with global deployments. XPndAI builds multi-locale support across the service OS: (1) Language support — the platform UI is configured in the local language for each service region (English, Mandarin Chinese, Hindi, Arabic, Thai, Japanese, Korean, German — based on where the manufacturer operates; engineer WhatsApp task delivery in the engineer's language; customer portal in the customer's preferred language); (2) Currency and invoicing — T&M invoices generated in local currency with applicable tax treatment (GST for India; VAT for UAE/EU; consumption tax for Japan; etc.); invoice templates are jurisdiction-specific; (3) SLA time zone handling — SLA counters operate in local time with local business hours (9am-6pm IST for India; JST for Japan; GST for UAE); (4) Spare parts cross-border logistics — inter-depot parts transfer workflow handles customs documentation for international parts shipments between service depots; (5) Regional service manager views — each regional manager sees their region's performance; global service director sees the aggregate across all regions; (6) Compliance by jurisdiction — service contract terms and warranty obligations are jurisdiction-aware (consumer protection laws differ significantly between India, EU, and UAE — contract templates reflect this). The platform is configured per the manufacturer's specific geographies during the implementation project.
Yes — XPndAI's robot service OS is built with ERP integration in mind, since robotics manufacturers typically already have ERP systems managing their broader operations. Integration approach by ERP: (1) SAP — XPndAI integrates with SAP PM (Plant Maintenance) module for work order management, SAP MM for spare parts inventory and purchase orders, SAP FI for invoice generation and accounts receivable; integration via SAP BAPI or SAP REST API (S/4HANA); (2) Oracle — integration with Oracle Field Service (formerly TOA Technologies) for field dispatch, Oracle ERP Cloud for finance; (3) Microsoft Dynamics — integration with Dynamics 365 Field Service (native field service management module) for dispatch and Dynamics 365 Finance for invoicing; (4) Tally Prime — for India-headquartered robotics distributors; XPndAI integrates with Tally ODBC or Tally API for GST invoice generation and account ledger sync; (5) Custom ERP — if the manufacturer has a proprietary or custom ERP, XPndAI builds a bespoke integration via REST API or database-level sync (with appropriate security controls). Data flowing to ERP: service invoices (auto-generated in XPndAI, pushed to ERP for accounts receivable), spare parts consumption (parts used in service tickets pushed to ERP inventory module to update stock levels), purchase orders (reorder triggers from XPndAI create draft purchase orders in ERP for procurement approval). Integration scope is assessed during project scoping; typical ERP integration: 6–10 weeks of the delivery project.
Tell us your company type (manufacturer/distributor/integrator), deployed fleet size, service geographies, and service model (warranty/AMC/T&M). We scope a bespoke service platform and demo within 5 business days.
XPndAI · Robot After-Sales Service OS · Robotics Field Service Management · Remote Diagnostics · Spare Parts · SLA Contracts · Source Code Ownership · From $60,000 · +91-9625368140 · 机器人售后服务软件