Sluzhba
The Sluzhba Platform · Product
Multi-trade crews. Marketplace leads out of Prom.ua, Rozetka, Allegro, and eMAG. Eleven CEE languages on the call floor. Cash on completion, Privat24, LiqPay, BLIK, and Stripe reconciled in one ledger. Sluzhba replaces the clipboards, WhatsApp groups, and overlapping spreadsheets your dispatchers and technicians actually use — and gives your operations director one brain to run it from.
§ 01 · Dispatch & Routing
Most FSM platforms assume one crew, one trade, one customer per day. CEE field ops don't look like that. A Monday morning board at a 60-technician HVAC-plus-electrical-plus-plumbing operator in Krakow has partial job starts, cross-trade handoffs, two-language customer callbacks, and a customer who paid cash on the doorstep last Friday and still owes an invoice. Sluzhba's dispatch module models that board — and gives the dispatcher the tools to clear it before lunch.
01
Tiles show crew, current job, skill badges (gas, electrical up to 10kV, refrigerant cycle, fiber splicing), and vehicle capacity. Drop a job onto a tile and Sluzhba re-runs route feasibility against the technician's working hours, certifications, and the next three jobs already on their stack. Conflicts surface in red before the drop commits — not in the customer's driveway.
02
A 240-job Tuesday in Bucharest doesn't have to be solved by hand. Sluzhba's routing engine accepts hard constraints (must-start-before, certification-required, two-technician-pair, customer-window) and soft preferences (minimize windshield time, balance revenue-per-route), then proposes three workable plans within ninety seconds. The dispatcher accepts, edits, or rejects — they stay in charge of the final board.
03
Our ETA model is trained on 3.2 million completed jobs per quarter across Ukrainian, Polish, Romanian, and Czech service areas — including the seasonal variance of Kyiv snow days, the Vinnytsia bypass closure, and the A2 construction around Łódź. Median prediction error sits at 4.2 minutes across the customer base. Customers get a tighter window; dispatchers get fewer "where is my technician?" calls.
04
When a customer disputes a bill or a technician reports a blocked road, the dispatcher pulls up the replay: every stop, every arrival, every photo, every signature. Replay exports as a PDF for the operations director's monthly review or for an insurance claim — no separate telematics vendor required.
§ 02 · Technician Mobile App
The Sluzhba technician app is offline-first by default. It syncs reliably on rural 3G, in basement boiler rooms, and inside signal-dead industrial yards where every competitor's app stalls mid-job. We don't ship a customer-grade app with a dispatch skin — we ship a field-grade app that survives the environment it's used in.
01
Jobs, photos, signatures, and parts consumption queue locally and reconcile when the device finds a signal — usually within a corridor of weak coverage, not a café Wi-Fi. Field tests in Volyn and Maramureș (the two regions where our competitors' apps fail most often) show the Sluzhba app completing 98.6% of assigned jobs without a single sync-related data loss.
02
Before, during, after — photos timestamp, geotag, and chain-of-custody-hash on capture. A damaged compressor, a pre-existing scratch on a customer's radiator, a meter reading at arrival: each photo is bound to the job record and exported automatically into the customer's invoice and the operations audit trail.
03
Customers sign on the device screen — a clean, biometric-quality signature with timestamp and geolocation. The signed PDF joins the job record automatically, no scanner, no second device, no post-job paperwork. For commercial B2B jobs, the app supports multi-counterparty signatures and PO number capture in one flow.
04
A technician scans a part, the app pulls current van stock, decrements the inventory ledger, and surfaces a low-stock warning before the van rolls out the next morning. No more "the customer is waiting because we don't actually have the part in the van" calls back to the dispatcher.
§ 03 · Customer Operations
The customer-facing layer is where most FSM platforms quietly lose the plot. We didn't. Sluzhba's customer-ops module handles inbound triage, automated ETA notifications, hybrid cash-and-invoice close-out, and post-job satisfaction capture in one workflow — replacing the WhatsApp groups and personal phone numbers your dispatcher is currently running the business from.
01
The first FSM platform with native support for Ukrainian, Polish, Romanian, Hungarian, Bulgarian, Czech, Slovak, Lithuanian, Latvian, Estonian, and Serbian on the call floor. Sluzhba's call module routes by language, trade, and customer history — the right dispatcher in the right language in under 20 seconds, without a third-party IVR bolt-on.
02
Customers get a 30-minute ETA push, a "technician on the way" alert, and an arrival confirmation — delivered over the channel they actually use. Viber penetration across CEE makes it the dominant channel for many operators; Sluzhba sends natively, with a fallback to SMS for the customers who haven't installed the app.
03
Some customers pay cash at the door. Some need an invoice emailed for their accountant. Some pay a deposit on site and the balance by bank transfer three days later. Sluzhba's close-out flow models all three — and reconciles every payment against the right job, the right VAT rate, and the right technician commission.
04
A two-tap NPS-style survey fires an hour after job close. Detractors route to the operations director's queue in real time, not the next morning's report. Promoters auto-feed into the case-study pipeline your marketing team has been asking for.
§ 04 · Reporting & Analytics
Your finance and ops reviews should run off live numbers, not a Friday afternoon spreadsheet export. Sluzhba's reporting layer is built for the questions a regional operations director asks on a Monday morning standup: which crews are underutilized, which routes bleed margin, where cash is leaking from the close-out process.
01
See the actual billable hours per technician per day, broken against their working time. Spot the 8% of crews consistently under their utilization target — and the 12% consistently over (a leading indicator of burnout churn). Drill from region down to a single van in two clicks.
02
Sluzhba tracks return visits per job, per trade, per fault code. Operators who review this report weekly (rather than monthly) typically lift their first-time-fix rate by 9–14 percentage points in the first two quarters. The board maps fault codes to parts inventory so the next visit actually has the right part on the van.
03
Windshield time is a cost line. Sluzhba models the revenue-per-route curve against distance, time, and trade mix — so the operations director can retire routes that bleed margin and double down on routes that print it. The same model surfaces where a new regional office would actually pay back.
04
Every payment lands in a unified ledger, mapped to its job, its technician commission, its VAT treatment, and its bank-of-record. Month-end close drops from two weeks to two days for operators who centralize their payment reconciliation through Sluzhba — no more Excel pivots between four bank portals.
From a 90-technician HVAC operator, Lviv · Deployment: Q3 2023
"Before Sluzhba, our Monday morning board lived in three spreadsheets, a clipboard on the dispatcher's desk, and a WhatsApp group with sixty-three technicians. By the third week on the platform, it lived in one board. By the third month, our dispatcher headcount-per-route had dropped from one-to-eight to one-to-twenty-two. Our finance team closed the books in two days instead of two weeks. I have not opened a clipboard since."
See it on your data
Bring a sample of your current job board — even a screenshot of a WhatsApp group counts. We'll show you what it looks like running through Sluzhba's dispatcher, technician app, and customer-ops layer, on your trades, in your languages, against your payment mix.