Cleaning Service Automation Solution

The order catalog is available to managers in both list and calendar views. One of the key classifiers is the order status, which has over 8 statuses and simplifies tracking the current stage of service provision with a history of order status transitions. Real-time monitoring of problematic situations is also implemented, such as when an order should already be starting, but the cleaner has not marked the beginning of the order in their application. These orders are flagged, and responsible managers are notified.

For each customer, information about completed and planned orders, payments, and reviews is available. User identifiers in various web analytics systems are also stored, allowing tracking of the customer source. The system creates a blacklist and whitelist of cleaners for each customer based on reviews. A separate selection displays problematic customers with payment arrears.

For each cleaner, the system provides information on their experience, customer ratings, and completed orders. The system uses an individual work schedule for each cleaner, set by the manager. The system calculates payments to cleaners and, if necessary, exports the registry according to a set schedule for accounting or automatically sends funds to the cleaners.

Inventory management, necessary for providing services, is also automated. Cleaners request necessary inventory through the terminal, and warehouse staff, having access to the previous requests log, decide on the issuance. The system takes into account the usage period and depreciation of inventory, notifying managers when it is time to replace the cleaner's inventory.

For each completed order, customer reviews and ratings are collected through the website, applications, or by the manager during a call. If the rating is lower than "excellent," a quality specialist and claims manager handle the review. A special interface in the system allows them to enter a description of the problem and proposed solution (free re-cleaning, bonus accrual, etc.).

At Dome.ru, orders are distributed in semi-automatic mode without cleaner involvement. The distribution algorithm takes into account the work schedule, completed training, and geographical location (considering neighboring orders) for route planning. This approach helps to improve service quality and efficiently allocate the time of service providers.

The system provides tools for working with job applicants. Before transitioning to full-fledged cleaners, the system includes seven stages related to various interviews, checks, and training needed to select the best specialists. After successful completion, the candidate becomes a cleaner, their work schedule is filled out, and they receive the initial set of inventory. They then participate in the automatic order distribution.

To differentiate rights and access to specific functions, the system provides roles for managers. Each role is assigned available functionality and viewing areas. In this way, within one multifunctional control panel, working interfaces are created for employees with different areas of responsibility.

Two types of loyalty programs are available for regular clients: an internal program that awards points that can be used to pay for services, and an external program that offers cashback through partner banks.

We developed a flexible promo code system that allows promo code owners to receive discounts in percentages, absolute values, or even free services. Usage statistics and records are kept for each promo code.

Users who refer new clients to the service receive a bonus equal to the cost of an apartment cleaning. The new client, in turn, receives a discount on their first cleaning.

Prepaid certificate functionality allows clients to gift each other services. When creating a certificate, users can choose any services to include.

The necessary functionality for partnership programs with other companies is implemented through a special type of promo code. The promo code allows setting conditions for regular cleanings and applies to all future client orders.

The system records the visitor's contact information as soon as possible. If a potential client does not complete the order process, their information is passed on to the sales department for follow-up.