A durables brand's service is delivered by people it doesn't employ — franchisees and authorised service partners whose paper job sheets become next quarter's payment disputes. xMatix runs the partner network on records: jobs routed with history attached, executed with evidence, claimed and settled line by line. (This page is the brand's view; the service centre's own side of the arrangement is on electronics service centre software and authorised service centres.)
Routed to the right partner, with the story
Service requests dispatch to partners by pin code, skill and load, carrying the unit's full biography — install date, coverage, prior visits, the substitute part consumed in June. The partner's technician arrives knowing what the last visit did, which is half of first-time fix.
Executed with the evidence the claim needs
Technicians work on the offline app: geofenced arrival, guided checklists, parts from franchise stock onto the job, failure photos, the old part retained, customer signature. Coverage was checked at intake, so the job card already knows which lines are in-warranty and which are chargeable.
Claims that settle because they can be believed
Covered lines assemble into claims automatically — the job card reshaped, evidence attached — batched per partner and period, decided per line, settled into credit notes automatically on approval. Partners get paid for proven work on a rhythm; the brand pays for failures that demonstrably happened. Repeat-call and rejection patterns per partner become coaching conversations with data. (The anatomy: a self-settling claim.)
The network, measured like a product
First-time fix, response time, repeat calls within 30 days, claim quality — per partner, per region, per failure code — on the same records that ran the work, feeding the nudges that keep the network honest.
Common questions
How do franchise partners receive and work jobs?
Jobs route by pin code, skill and load, and partner technicians execute on the offline mobile app with checklists, parts, photos and signatures — the unit's full history in hand, the evidence trail built during the work.
How do partners get paid for in-warranty work?
Covered lines become claims automatically from the job card, batch per partner and period, and settle into credit notes on approval — line-level decisions, evidence attached, ageing visible. The quarterly reconciliation war becomes a running settlement.
Can partners hold and consume brand spare parts?
Yes — franchise and van stock are real inventory locations: parts issue to partners, consume onto jobs, and replenish by suggestion, so partner stock is visible instead of vanishing into the network.
How is partner performance measured?
From the jobs themselves: first-time fix, response and repeat-call rates, claim approval rates and evidence quality per partner — comparable across the network because every partner runs the same records.