Google Store Fixture Maintenance: Recce, Estimate, Approval, Then the Repair
When a fault in a store carrying Google's fixtures can't be fixed on the spot, nothing gets repaired until Google approves our estimate, and the turnaround starts from that approval, not from the day the fault was reported. The repair is Google's call. Doing it is ours.
We run this fixture maintenance as its own process, next to the sales and visual merchandising teams we already run for Google in the same stores. Both sides know the day the clock started.
Retail store maintenance for Google's fixtures, run as its own process
Google's in-store promoter team moved to us in June 2026, and we manage its sales team and visual merchandising in these stores as well. The fixtures sit in the same account, but we run them separately from the people we place in stores. That means upkeep, repair and rectification of the fixtures and the store elements around them. A broken fixture needs a technician, material and someone to approve the cost.
The store upkeep covers the physical elements: fixtures and furniture, electrical and hardware faults, branding and signage, acrylic, glass and other fixture parts, replacing damaged elements, and keeping track of which elements each store has. The aim is plain: every element Google provided stays working and presentable.
Two ways a maintenance ticket starts: reactive and preventive
Reactive tickets start with the store. The store or its dealer reports the fault by ticket or by mail. We log it, make sure we understand the fault, classify it and assign a technician or fitter. If it can't be fixed straight away, the field team first visits the store to assess it. We call that visit a recce.
Preventive tickets start with us. Our team checks stores on planned visits, carries out audits and raises a ticket for any fault it finds. Those audits cover the elements Google provided in each store, so a damaged piece turns into a ticket even if nobody in the store has complained about it. Whatever can be fixed then and there is fixed during the visit. Anything bigger gets a recce, same as a reactive ticket.
We're in these stores anyway. A visit that only waits for complaints is a wasted visit.
Who reports, who approves, who fixes
Three parties touch every ticket, and each one does a different job:
| Who | What they do |
|---|---|
| The store or its dealer | Reports a fault by ticket or by mail |
| Provides the fixtures and elements, approves the estimate when a repair needs a recce, and follows every ticket on the dashboard | |
| Channelplay | Finds faults on planned visits, does the recce, prices the work, assigns the technician, makes the repair, verifies it, reports it and closes the ticket |
That split is what the approval step protects. Google's sign-off sits between the report and the repair, so we never have to guess what Google wants spent on a store.
Why the recce comes before the repair
A recce is an assessment, not a repair. It happens when a fault can't be fixed straight away, or when we need to see the job before we can price it. Our field team records the exact fault, whether it needs a repair or a replacement, the material, the scope of work and what it will take to do it. That becomes the estimate. A cracked acrylic panel might be repairable or might need replacing, and the recce settles which before anyone spends money on it. Execution, the work itself, can then be a repair, a replacement, an installation or other fixture work.
Every ticket that can't be fixed on the spot follows the same order:
- The fault is logged as a ticket and classified.
- We assess what it needs.
- Our field team does the recce.
- We set the scope of work and the material.
- We share the estimate with Google.
- Google approves it.
- We do the work within the agreed turnaround time (TAT).
- We share the completion proof and the report.
- We close the ticket.
The TAT starts the moment Google approves. Days spent waiting for a decision aren't counted against us; every day after approval is. The agreed TAT also differs by town category and by the material or type of fault. Town category matters in a network like ours: across all our clients, our technicians are based in about 200 cities and travel out from there to reach stores in more than 1,200. Across all our maintenance clients, agreed SLAs run from one day to 14 depending on the client, and we close more than 98% of tickets within them.
One dashboard and a pan India technician network, not a vendor per region
Once a ticket is raised, it's ours to finish, and it closes on verified work and a report, not on a technician's word that the job is done.
Google follows every ticket on a dashboard in our in-house platform, built from years of work with clients. It shows each ticket's status, SLA adherence, turnaround time and closure, along with incoming maintenance requests and coverage, so Google can see which stores have open tickets and whether each one is inside its TAT. We built it to make the process fast, visible and accurate. The same platform handles ticket creation, technician allocation, TAT tracking and work verification: the whole life of a ticket, in one place.
That kind of visibility is hard to get from a different vendor in each region, or from leaving repairs to each store. Google gets one process across its stores, run by our nationwide network of technicians, and it can check every step, not only the repair. For Google, that means one structured way to run maintenance across a large store network, with tickets, turnaround, work in progress and closures in view.
Our retail store maintenance team looks after fixtures, signage, electrical and civil work for other brands' stores too. At Lenskart, 95% of tickets close within a three-day TAT.
