Historical client project · Unilever Pureit Vietnam
Pureit: connecting customer requests with technicians in the field
Twin delivered a customer-service CRM and mobile field-service solution for Pureit’s Vietnam operation while it was owned by Unilever. The work connected customer records, orders and service requests with technician jobs and operational reporting.
Completed for Unilever before Pureit’s sale on 1 November 2024.
About Unilever Pureit
Water purification service within a global consumer goods business
Pureit was launched by Unilever in Chennai in 2004. By Unilever’s July 2024 sale announcement, the brand operated in markets including India, Bangladesh, Sri Lanka, Vietnam and Mexico. Its customer relationship continued beyond purchase through delivery, installation, warranty, maintenance and repair.
Unilever was the client at delivery. Its 2023 annual report recorded products sold in 190 countries and group turnover of €59.6 billion, providing historical context for the business behind the Vietnam service operation. Twin’s project connected that local customer-service work with technicians in the field.
The engagement was completed for Unilever before the divestment. A. O. Smith completed its acquisition of Pureit on 1 November 2024 ↗. The group figures above are historical Unilever context.
Customer challenge
Coordinating installation, maintenance and repair work
For Pureit, the customer relationship continues well beyond the sale. Delivery, installation, maintenance and repairs create a chain of work involving central customer-service teams, schedules and technicians operating at customer locations.
Fragmented customer and service information made that chain harder to coordinate. The business needed a single view of the customer journey, clearer job progress from technicians and stronger management visibility over service operations.
Twin connected the CRM to a technician application so assigned jobs could be received and updated in the field.
What Twin delivered
Three connected components around the service job
The solution brought customer web access, central operations and technician mobile work together. Each job needed its customer context, responsible technician and progress to remain visible as work moved into the field and back to the service team.
Customer web access
- Service requests
- Customer reviews
- A route into the continuing service relationship
Central CRM and operations
- Customer, order and service records
- Job assignment and scheduling
- Field progress and service history
- Operational reporting
Technician mobile application
- Delivery and installation work
- Maintenance, repair and warranty jobs
- Warranty activation and policy information
- Job updates and reports
The three components and core mobile functions are documented in the original Pureit Mobile App & O2O project overview shown on this page.
Inside the application
A closer look at the technician application
Twin’s public PUREIT listing provides direct interface evidence of the field-service product. These screens show the technician’s daily work, delivery and installation jobs, and an activity report.
These are current public store screens. The original Unilever engagement was completed before the 2024 sale. Screen figures are interface examples rather than project outcome measures. Source: PUREIT, published by TWIN Software Solutions on Google Play ↗. Select an image to enlarge it.
See how field activity returns to the customer record
Technicians could update the service job from the field
The technician application links work at the customer’s location to central service management. Field updates become part of the service record.
Coordinators could relate the field activity to the customer’s original service request.
The delivered service workflow
Customer requests linked to field updates and reporting
The delivered workflow kept customer, job and technician updates together for service coordination and management reporting.
The public technician application is published by TWIN Software Solutions. Google Play lists a 1K+ download band, checked 26 October 2026. This is the technician product’s public listing, rather than a measure of consumer reach or jobs completed.
A shared history of the service job
The central team could assign work against the customer request, technicians could update it and management could report on the resulting service activity.
Project value
Customer requests stayed connected with field-service progress
The CRM-to-technician workflow carried a service request into assignment, job progress and completion reporting. Technicians could update work from the field, giving the service team a continuing view of the job.
That joined process supported the practical needs of installation, maintenance and repair: the office could coordinate the work, and field updates could return to the customer service record. The project was delivered for Pureit during its Unilever ownership.
Connect customer service with field execution
Discuss a CRM and field-service workflow
Talk to Twin about customer records, service requests, technician applications, scheduling, reporting and the integrations required around them.