WhatsApp-led intake
The customer journey starts in a familiar channel, capturing service requirements and location before creating an opportunity.
Case study · Home Services / Vendor Operations
Connecting customer requests, vendor action and operational visibility.
A WhatsApp-powered operating system helps Sofa Doctor capture service requests, allocate them to eligible vendors with failover, and keep management informed after assignment.
- WhatsApp Intake
- Vendor Matching
- Failover Routing
- Exception Queue
- Customer Confirmation
See it work, step by step
What we built for Sofa Doctor, and what it changed.
Follow one enquiry through the system. Tap any step, or let it play.
Step 1 of 6
Request
What we built
A WhatsApp flow where the customer describes the repair and shares their area.
What changed for them
Customers can start a service request on WhatsApp, and the team can review it in the agreed workflow.
Step 2 of 6
Vendor match
What we built
Rules that pick vendors who offer that service in that area and are active.
What changed for them
Jobs go to someone who can actually do them, without manual phone-arounds.
Step 3 of 6
Fair turns
What we built
Round-robin allocation: if one vendor declines or does not respond, the next eligible vendor gets it.
What changed for them
A “no” or silence no longer ends the customer’s request.
Step 4 of 6
Exceptions
What we built
A queue for the admin when no vendor takes the job.
What changed for them
Stuck requests are surfaced for a human decision instead of disappearing.
Step 5 of 6
Customer check
What we built
A follow-up asking the customer whether the vendor actually contacted them.
What changed for them
The owner knows work is really moving, not just “accepted”.
Step 6 of 6
Owner view
What we built
One operational view of requests, vendors, assignments and exceptions.
What changed for them
Management sees the whole service operation in one place.
What they got
- Defined vendor eligibility
- No dead ends after a decline
- Customer-side accountability
- One operational view
Sofa Doctor × ScaleYukti · WhatsApp · CRM · Business workflows
The challenge
Where the journey needed more structure.
Requests needed to reach vendors with the right service capability and local coverage. Allocation needed structure, and an accepted opportunity did not by itself prove that a customer had been contacted.
Our approach
Start with the work. Connect the next action.
ScaleYukti designed an operations layer around customer intake, routing, vendor actions, exception handling and customer confirmation, supported by a custom CRM and mobile-first vendor experience.
What ScaleYukti built
WhatsApp at the front. A managed workflow behind it.
Rules-based vendor matching
Location, service capability, operational status and access rules determine which vendors are eligible.
Fair allocation and failover
Round-robin routing distributes opportunities across eligible vendors. Declines or timeouts can trigger further allocation rather than end the journey.
Admin exception handling
Unresolved allocation cases reach an administrator-controlled queue for attention.
Vendor access and lifecycle
A mobile-first experience supports vendor actions, while subscription and credit controls govern access without publishing private commercial details.
Customer confirmation
Follow-up with the customer adds an independent signal of whether accepted work is actually progressing, alongside centralized owner and admin visibility.
Before & after
A clearer way to manage the work.
Tap a card to flip it from the old way of working to what was implemented.
The operational outcome
More connected work. Clearer visibility.
Customer requests, vendor eligibility, assignment states and exceptions can be managed through one workflow. Management gains a clearer view of operations, supported by customer-side accountability after acceptance.
“What we expected and what you delivered is way beyond our expectations.”
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