Solution · Operations
Daily operations without daily firefights.
One console for tickets, vendors, SLAs, and communications. Built for managers running 10 sites — and 100 — across India.
What we hear from operations leads
Five problems every ops console inherits.
If two of these sound familiar, the rest probably are too.
Spreadsheet sprawl
Tickets in Google Sheets, vendor info in WhatsApp, SLAs in someone's head. No single source of truth.
Daily pain
WhatsApp chaos
Complaints buried in resident / staff groups. No assignment, no SLA, no closure proof.
Daily pain
Vendor non-performance
AMC contracts expire silently. SLAs missed. No paper trail when you escalate.
Recurring cost
Audit blind spots
When something breaks at 11 PM, no one can reconstruct who-did-what.
Compliance risk
Manager handover loss
Every manager rotation loses institutional knowledge — and the new MC starts from zero.
Knowledge loss
How SoftDocket solves it
One operations console. One audit trail. Every site.
Helpdesk, vendor, SLA, and communications — wired into the same role-aware app your residents, staff, and vendors already open every day.
- Helpdesk with SLA timers, photo evidence, vendor assignment, auto-escalation
- Vendor + AMC register with expiry alerts, KYC, payout history
- WhatsApp + push + email broadcast with delivery / read receipts
- Audit trail on every record — every edit, every close, every escalation
- Manager handover pack — auto-generated 30 / 60 / 90 day snapshot
- Mobile app for staff, vendors, and managers — works offline
Helpdesk
Tickets with SLAs, photo evidence, auto-escalation. WhatsApp + app + email.
Vendor + AMC
Vendor register, KYC, AMC expiry alerts, work-order trail.
Communications
Broadcast + targeted notices across WhatsApp, push, email — with receipts.
What you get out of the box
Four modules. Zero spreadsheets.
Every module ships configured. You add your sites and turn things on.
Helpdesk
Ticket lifecycle from raise to close, with SLAs and proof.
- SLA timers with breach escalation
- Vendor + staff assignment
- In-app photo evidence
- Resident & MC visibility
- Closure proof + satisfaction rating
Vendor & AMC
One register for vendors, contracts, work orders, payouts.
- KYC + GSTIN capture
- AMC expiry alerts (30 / 15 / 7 days)
- Work-order tickets linked to vendor
- Payout history + dispute log
- Performance score
Communications
Reach the right people on the channel they actually open.
- WhatsApp templates + broadcast
- Push + email + SMS fallback
- Targeted by block / flat / role
- Delivery + read receipts
- Two-way replies route into helpdesk
Audit & handover
Every record is reconstructible. Every handover is automated.
- Field-level edit history
- Action log per user
- Auto-generated handover packs
- Export to CSV / PDF
- Role-based redaction
From raise to close in four steps
The operations loop, automated.
Every ticket walks the same loop. You only see it when something needs your attention.
- 1
Raise
Resident, staff, or vendor opens a ticket from WhatsApp, the app, or web.
SLA started
- 2
Route
Rules engine assigns to vendor or staff based on category, site, and load.
Auto-assigned
- 3
Resolve
Assignee uploads photo evidence + closes with notes. Resident confirms.
Photo proof
- 4
Audit
Closed ticket lands in the audit trail. Manager handover pack auto-updates.
Audit ready
Breaches and overdue tickets escalate to the manager automatically — no spreadsheet to watch.
Integrations
Talks to the tools your team already runs.
Drop-in connectors for the India ops stack.
WhatsApp Business
Comms
Twilio SMS
Comms
Firebase Push
Comms
Tally
Finance
Razorpay
Payments
Google Maps
Location
Zoom
Meetings
Microsoft Teams
Internal
Slack
Internal
Webhooks
Developer
Security
Auditor-ready by default.
We treat operational data the way we treat financial data.
Encryption at rest + in transit
AES-256 at rest, TLS 1.2+ in transit. Per-tenant data isolation.
ISO 27001 control A.10
Role-based access control
12 stock roles + custom roles. Field-level permissions for sensitive data.
Mapped to NIST AC-2
Tamper-evident audit log
Every edit, view, and export logged with actor, timestamp, IP, and reason.
7-year retention
India data residency
Primary + replica in Mumbai region. Optional EU / US for global tenants.
DPDP Act 2023 compliant
Analytics
Operations metrics every manager should track.
Dashboards ship configured. Export to CSV or pipe into your BI tool.
- SLA adherence
- +34 pts
- Mean time to resolve
- -46%
- Vendor escalations
- -58%
- Resident CSAT
- 4.6 / 5
- Broadcast read rate
- 82%
- Audit-ready records
- 100%
Median lift in first quarter
Across helpdesk tickets
Auto-routing + SLA breach alerts
Post-resolution survey
WhatsApp vs 31% email
Every action logged
- Real-time SLA breach dashboard with drill-down by site and category
- Vendor performance score updated weekly
- Communication funnel — sent / delivered / read / replied
- Manager handover pack — 30 / 60 / 90 day comparative view
Customer voices
Operations leads on the change.
“We retired four spreadsheets in week one. The MC handover pack alone is worth the contract.”
Ramya Iyer
Operations Head · Prestige Falcon City Federation
4 spreadsheets retired
“SLA breaches used to surface in monthly MC meetings. Now they ping me within ten minutes.”
Arun Subramanian
Facility Manager · Brigade Meadows
“Our vendor escalations dropped by half. The auto-routing finally takes politics out of assignment.”
Fatima Sheikh
MC Secretary · Sobha City RWA
-58% escalations
Ready when you are
Run operations like a small business.
Get a 30-minute walkthrough with someone who has set up SoftDocket for an RWA, builder, or multi-site operator like yours.