Manufacturing · Dealers · Distribution · Field Service
Your channel already runs on WhatsApp. It just doesn’t run on your systems.
Orders, price lists, scheme announcements and breakdown calls are moving right now across hundreds of sales reps’ personal phones. DoubleTick brings that sprawl onto one company-owned number — with your ERP behind it, and nothing for the channel to install.
- The company owns the number
- Live ERP and DMS order sync
- Price and discount discipline
- Full order and commitment trail
- Regional and multi-plant routing
- Speaks the channel’s language
Dealer & Distributor Operations
Order taking with no portal, no app and no phone call
Your dealers and stockists already type orders into WhatsApp. The only thing that changes is where it lands — an AI agent that knows their contracted rate, their credit position and your live depot stock, and writes the order straight into your ERP.
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Orders placed and confirmed in the thread
A dealer types what they need in their own shorthand. The agent resolves it to real SKUs, checks stock at the nearest depot, applies their contracted rate, and reads back a confirmed order before anything is committed.
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The price list is always the current one
No more circulating a PDF that half the channel is still quoting from six weeks later. Rates are read live per dealer tier and region, so what the agent quotes is what your ERP will invoice.
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Dispatch status without a call to the depot
Order stage, invoice number, LR and e-way bill, and expected delivery — answered on demand, at eleven at night if that is when the dealer asks. The calls that fill your customer-service desk all day stop reaching it.
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Credit limit and outstanding, answered honestly
Available limit, invoice ageing and overdue amounts in the thread. An order that would breach the limit is flagged at the point of ordering — not three days later when accounts rejects it and the dealer calls your regional manager.
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Dealer onboarding without the paperwork loop
GST certificate, PAN, trade licence and bank details collected in-thread, with automatic re-asks on unreadable uploads. The dealer code gets created in days instead of the fortnight it takes to chase documents over email.
• OPC 53 Grade 50kg — 40 bags
• White Cement 40kg — 15 bags
Both in stock at Chakan depot. Friday dispatch works.09:12 am
Clear the overdue or I can send this to your regional manager for a one-time approval.09:13 am
- DealerSai Traders · DLR-4471 · Pune
- Line items2 SKUs · 55 bags
- Rate appliedTier 2 contracted
- Credit exceptionApproved · R. Kulkarni
- DispatchChakan · 06 Sep
Channel Enablement
A price revision you can prove the channel received
Today a scheme circular goes out across forty-odd WhatsApp groups, and nobody can tell you who actually read it — which is exactly the gap a dealer points at when they invoice you at the old rate. Broadcast to the precise cohort instead, and get delivery, read and acknowledgement back per account.
Schemes that reach the right cohort
Target by region, dealer tier, product line or last-quarter offtake. A volume scheme for North zone stockists does not land in front of a South zone retailer who cannot claim it.
Price revisions with an acknowledgement on record
The dealer taps to acknowledge, and that acknowledgement is stored against their account with a timestamp. When a rate dispute lands three months later, you have the answer instead of an argument.
Launch and training material to the field
New product decks, installation guides, spec sheets and short training videos delivered to counter staff and field engineers where they already are — not parked behind a portal login nobody remembers.
In the language the counter actually speaks
The same announcement goes out in Hindi, Marathi, Tamil, Telugu or Gujarati per dealer preference. You write the scheme once; the channel reads it in the language it does business in.
Q3 volume scheme — revised slab rates Sent to 2,184 active dealers · 02 Sep, 10:00 am
LiveField Service & After-Sales
From breakdown call to closed job, in one thread
Installation, breakdown and warranty work is where manufacturers lose customers quietly — not at the sale, but at the third unanswered call about when the technician is coming. Put intake, dispatch, evidence capture and closure on the channel the customer and the technician are both already using.
- Intake
The customer or dealer sends the model, the serial number and a photo of the fault. The agent identifies the unit from the serial, checks whether it is in warranty or AMC, and offers real slots — without anyone opening a ticketing tool.
- Dispatch
The job routes to the nearest available technician by pin code and skill set, and arrives on their WhatsApp with the address, the unit history and the parts the fault code usually needs. No morning huddle to hand out job cards.
- On site
Serial number, meter reading, parts consumed and before-and-after photos are captured in the thread as the job happens. A warranty claim is raised with its evidence already attached, instead of being reconstructed from memory a week later.
- Closure
Job closed, customer notified, feedback captured in two taps. Spare parts the technician flagged go through as a dealer order from the same conversation.
Because every job runs through the platform, the recurring fault codes and the parts failing early are visible as a trend — not as a warranty spike discovered at quarter close.
Open service jobs West region · today
18 activeDemand Generation
Every enquiry routed to the desk that can actually quote it
Industrial enquiries arrive from catalogues, trade shows, the website and B2B marketplaces, and then sit in a shared inbox until someone gets to them. Qualify them conversationally the minute they land, and route by geography, product line and order size.
RFQ intake and qualification
Application, specification, quantity, delivery location and timeline captured conversationally. A buyer sourcing one unit and a buyer sourcing four hundred stop looking identical in your pipeline.
Routed by region and product line
The enquiry reaches the regional sales desk or the authorised dealer covering that territory, with the qualification attached — instead of being forwarded three times and answered by nobody.
Channel-partner enquiries
Prospective dealers and distributors get a structured first conversation — territory, existing lines carried, infrastructure, investment capacity — so your channel development team meets the serious ones first.
Trade show and catalogue capture
A QR code on the stand, the catalogue or the machine itself opens a WhatsApp thread that qualifies the visitor on the spot. No paper forms to key in on Monday, and the follow-up starts before they leave the hall.
Governance & Continuity
When a sales rep resigns, the dealer book shouldn’t resign with them
In most channel businesses the entire dealer relationship — the orders, the rate commitments, the disputes, the informal understandings — lives in a personal chat history that walks out of the building inside somebody’s pocket. Everything below exists to change that, without slowing the channel down.
The company owns the number and the history
Dealers message the manufacturer, not an individual. Every order, quote and commitment sits in the platform, so a territory handover is a reassignment in software rather than a quarter of lost continuity.
Pricing and discount discipline
Rates come from the system, not from what a rep decides in a chat. Discounts beyond a named threshold need approval before they are offered, and off-scheme commitments are flagged the day they are made instead of at settlement.
Commitments on the record
Delivery dates, credit exceptions, replacement promises and scheme entitlements are captured with a timestamp and a named approver. Channel disputes get resolved from the record rather than from two conflicting recollections.
Regional and multi-plant routing
One branded number in front, your actual org behind it. A message routes by dealer territory, product line and plant, so the North zone desk, the spares team and the export desk each see only what belongs to them.
Field signals before warranty spikes
Conversational analytics clusters what technicians and dealers are actually reporting — a seal failing on one production batch, a control card struggling in coastal humidity — while it is still thirty jobs and not a recall conversation.
Role-based access to channel data
A territory manager sees their dealers. A depot user sees dispatch, not margins. Pricing, credit exposure and dealer-level offtake are visible only to the roles that should see them, with every export logged against a named user.
The discount nobody approved, visible the day it is offered
Off-invoice commitments made over chat are the leakage no channel-finance team can see. CX Governance reads every dealer conversation — not a sample — and flags unauthorised discounting, off-scheme promises, credit assurances and competitor pricing shared over the counter, with the exact line quoted.
Channel conduct surveillance All dealer and field conversations, last 7 days
Scoring 100%What changes
Where the operating leverage shows up
- 40–60%of dealer stock, price and order-status calls answered without reaching customer service
- 2–3 daystaken out of new dealer code creation by collecting documents in-thread
- 100%of channel conversations retained when a territory manager exits
- 25–35%faster first response on field service intake, with evidence captured at the job
Illustrative ranges modelled on common deployment patterns for channel-led manufacturing businesses. They are not measured results from a named customer, and your own numbers will depend on channel size, product complexity and how much of this already runs on your ERP.
Questions from sales, IT and the channel team
The objections we get asked first
Short answers here; your IT and channel teams get the full integration and security pack during evaluation.
How does this connect to SAP, Tally or our DMS?
Three ways, usually combined. APIs and webhooks move events both directions — dealer master, price list, stock position, credit limit, order creation, dispatch and invoice status. AI agents call those systems as tools at conversation time, so a stock answer or a credit position is read live from the system of record rather than from a nightly copy. And the Embedded SDK puts the unified inbox inside the application your sales team already works in. Where a legacy DMS has no usable API, a scheduled file or database sync is the practical fallback, and we will say so rather than pretend otherwise.
Will dealers actually use it? They will not install anything.
They do not have to. This is the WhatsApp already on their phone — no app, no portal login, no training. That is the entire reason channel businesses get adoption here after failing to get it on a dealer portal: you are not asking a sixty-year-old stockist to learn new software, you are asking them to keep typing into the same chat window and getting better answers back.
What happens to the WhatsApp groups we already run?
They keep working, and they gradually stop mattering. Groups are fine for one-way noise and terrible for anything you need to prove — you cannot tell who read a price revision, you cannot stop a rep sharing a rate sheet, and you cannot recover the history when they leave. Most rollouts start by moving the things that carry consequence — orders, price revisions, credit and service — onto the platform, and let the social chatter stay where it is.
Which languages do the agents handle?
Chat and voice agents operate across major Indian languages, and one agent definition serves all of them — you write the product knowledge and the scheme logic once rather than maintaining a script per region. Dealers get replies in the language they wrote in, and conduct scoring runs on the transcript in-language, so an unauthorised discount offered in Marathi is flagged exactly like one offered in English.
Our technicians work in areas with poor connectivity.
WhatsApp is built for exactly that: messages queue on the handset and send when a signal returns, so a technician in a basement plant room or a rural install still captures serials, readings and photos at the moment of work rather than reconstructing them that evening. Job assignment and closure survive the gap. What genuinely needs live connectivity — a real-time stock check, for instance — is the exception, and the agent says so instead of failing silently.
We have multiple plants, depots and regional offices. Can routing reflect that?
Yes — that is the normal configuration rather than an edge case. A single branded number sits in front, and messages route by dealer territory, product line, plant or depot to the right team, with role-based access so each one sees only its own book. Escalation paths follow your actual hierarchy, and a regional manager approving a credit exception is a named, recorded action rather than a phone call nobody can reference later.
Can one dealer end up seeing another dealer’s pricing?
No. Every conversation is one-to-one with the manufacturer, and rates are resolved per dealer against their tier and contract at the moment they ask — there is no shared surface where one account can see another’s terms. This is a real improvement on the group-based practice it replaces, where a forwarded screenshot is all it takes for your whole slab structure to become common knowledge.