The project, stated plainly.
What the client's network looks like, what your workspace is responsible for, the volumes it is sized against, and the standard by which delivery is measured. Read this before the technology pages.
Who the work comes from.
The end clients are franchisors operating multi-outlet systems in India — food and beverage, retail, wellness, education and services. Networks typically run from forty outlets to several hundred, with a small central team that cannot personally answer every franchisee and cannot justify an in-house support desk at the volume the network generates.
Akontec holds the client contract, sets the commercial terms, and allocates networks to partner workspaces. Your company delivers the support. The client relationship, pricing and contract remain with Akontec throughout — stated here so it cannot become a dispute later.
Allocation is by network, not by ticket. You receive named franchise systems with a defined outlet count, a defined channel set and a defined service level, so your supervisor builds real familiarity with each brand.
Six streams, in scope.
| Stream | In scope | Out of scope |
|---|---|---|
| Onboarding | Documentation and licence checklist tracking, site-readiness follow-up, handover pack issue, opening-week support | Site selection, lease negotiation, agreement drafting or approval |
| Helpdesk | Franchisee queries on policy, process, systems and operations across phone, WhatsApp, email and portal | Legal advice, contractual interpretation, dispute resolution |
| Supply | Stock order placement, dispatch tracking, shortfall and damage claims, reorder reminders | Procurement decisions, vendor negotiation, physical logistics |
| Compliance | Audit scheduling, checklist collection and scoring, non-conformance logging, remediation chasing | Physical inspection, statutory certification, enforcement action |
| Training | Module assignment, completion chasing, refresher scheduling, certification records | Content authoring, in-person delivery, assessment design |
| Development | Enquiry qualification, territory pack dispatch, routing qualified prospects to the brand | Selling a franchise, quoting fees, committing territory |
Anything not listed as in scope is out of scope until added by written change note with a rate attached. Scope creep is the quietest way a franchise support desk loses money, so the register runs from day one.
Volume bands the workspace is sized against.
Planning bases, not commitments. Actual allocation depends on client demand and on your workspace's quality score.
| Monthly, per workspace | Ramp | Standard | Extended |
|---|---|---|---|
| Managed franchise networks | 1 | 2 | 3 |
| Supported outlets | 80 | 110 | 150 |
| Franchisee support contacts | 1,600 | 2,200 | 3,000 |
| Outlet onboarding cases | 9 | 12 | 16 |
| Compliance audit cycles | 80 | 110 | 150 |
| Qualified leads routed | 9 | 12 | 16 |
| Indicative gross payout | ₹1,02,000 | ₹1,50,500 | ₹2,09,000 |
| Your income after running cost | ₹64,000 | ₹1,08,000 | ₹1,59,000 |
Bands are computed from unit rates, not set arbitrarily. The rate card and the worked calculation are on the commercials page.
What good looks like, measured.
| Measure | Threshold | How it is verified |
|---|---|---|
| Helpdesk first response | Within 30 minutes, all channels, all hours | Channel-level SLA report |
| Helpdesk resolution | Same working day for tier-1 queries | Panel workflow state |
| Supply order acknowledgement | Within 2 working hours | Panel timestamp |
| Onboarding checklist currency | Updated within 24 hours of any change | Onboarding pipeline audit |
| Audit cycle completion | 100% of scheduled cycles closed in month | Compliance module report |
| Territory, fee or royalty statements | Zero issued by the fleet | Hard block in code; every attempt logged |
| Human review clearance | Queue cleared same working day | Queue ageing report |
| Composite quality score | 85+ holds your band · 90+ earns incentive | Monthly scorecard, shared in full |
The one thing that decides whether this works
The fleet clears volume. Your supervisor clears the queue. If the human review queue is not cleared each working day, drafts age, franchisees wait, the SLA breaches and the quality score falls — and the score is what holds your payout band. Every partner who has struggled with a project like this struggled there, not with the technology.
Akontec holds
- The end-client contract, pricing and commercial relationship
- The platform, the model layer and the guardrail engineering
- Network allocation across partner workspaces
- The quality standard and the QC sampling function
- Client-facing escalation above your supervisor
Your company holds
- The workspace, its data and its day-to-day operation
- The human review decision on everything the fleet drafts
- Your supervisor, their training and their working pattern
- Your own commercial entity, GST and statutory position
- The payout earned against delivered and verified work
Why Akontec allocates rather than running every workspace centrally: delivery capacity, local supervision and client-side coverage scale better through partners than through one floor. The build is the expensive part and it is already done. Distribution is the constraint.
Read the technology next, then the numbers.
The proposal only holds up if the fleet does what it claims. That is the next page — how each agent is trained on a brand, evaluated, and released into production.