The WhatsApp of your franchise, each outlet, each store, your premises, answered.

Monday, 8:05. An outlet opens at nine and the front shutter stops halfway. The manager rings the franchisee, the franchisee rings head office, and head office passes on the number of the area engineer, who is already at another store. Nobody notes the time. With Bedel, the manager writes a line to the outlet's WhatsApp and the report rings within seconds on the engineer's phone, with buttons. What's left is a row with three times, with the same columns as any other outlet's.

What it is and what it isn't. Bedel looks after one outlet's WhatsApp and follows each report until someone closes it. One outlet is one account, with its own number, team, Excel and summary. It isn't a network dashboard: it doesn't bring outlets together on one screen and doesn't link to your maintenance software. What it achieves is that every outlet reports in the same way.

The outlet writes: "The shutter won't go up, it stops halfway and makes a strange noise"

Bedel replies: It asks whether it's the front or the back one and puts it on the phone of that outlet's engineer, with buttons. Whoever reported is told when it's taken and when it's resolved

The outlet writes: A photo of the sign switched off, without a word

Bedel replies: The photo opens the fault ticket and sends it to the role you've set for that category, with its deadline

The outlet writes: A voice note: "the air conditioning isn't cooling and there are people inside"

Bedel replies: It turns it into text and opens an air-conditioning ticket, with the deadline you've given that category

The outlet writes: "The trip switch has gone and the whole outlet has no power"

Bedel replies: If you've marked it urgent, it rings on the on-call phone at any hour, even with the outlet closed; if it passes its deadline without being closed, it rings again every day

The outlet writes: "Can we put up our own poster in the window?"

Bedel replies: It answers from the manual the outlet has written down. If it isn't written down, it doesn't make it up: it passes it to a person

Each outlet reports however it can, and no two sheets look alike. The problem isn't that repairs take long: it's that nobody can say how long.

• An email to head office that gets read whenever someone gets to it, or a call at closing time.
• A chat with the area manager, who covers fifteen outlets and replies when they can.

They look alike from one outlet to the next; what changes is who fixes them. Each category is assigned to a role in that outlet's structure, which can be a person or an outside company with its own WhatsApp.

• The shutter and the lock: the outlet that can't open, with the team already at the door.
• Lighting and the sign: what the customer sees from the street.
• The air conditioning: the outlet at 30 °C in August, with a different deadline from a light bulb's.

There's no screen that brings a network's outlets together. This is what each one has:

• Each outlet has its own number, its own list of who reports and its own structure: the engineer who looks after it and the person an overdue report goes up to.
• They all follow the same route. Categories and deadlines are set in each outlet's kick-off session: if you set them the same way each time, they match from one outlet to the next.
• Each outlet downloads its own Excel with the same columns: reported, taken and resolved, per ticket. If you paste several outlets' files into one sheet, the rows line up for comparison.
• On nights with activity, the day's summary goes to the email of each outlet's account; if that address belongs to head office, head office gets it. Each outlet's dashboard shows its own times, over 7, 30 and 90 days.

Nothing obliges you to report faults by WhatsApp. What does concern you deals with the workplace and with headcount, and a logged time records the moment something became known. What applies to your outlets depends on the country; your adviser confirms it. This is a reading for them, not advice.

• In Spain, Royal Decree 486/1997 on minimum health and safety requirements in workplaces: every outlet with employees must keep its facilities under regular maintenance (annex II, section 4).
• In Spain, Law 2/2023 on the protection of whistleblowers, art. 10.1.a: private entities with fifty or more workers must have an internal reporting channel. Our reading is that the count is made entity by entity, head office and each franchisee separately; art. 12 lets those with between 50 and 249 share a channel. Bedel isn't that channel.
• Whoever signs up Bedel for an outlet is responsible for its data, and Bedel processes it on their behalf (GDPR, art. 28, an EU rule; contract published). It keeps what each person writes, with their name, role and mobile number. It says it's an AI from the first message (EU AI Act, art. 50) and doesn't ask for documents or cards in the chat (WhatsApp policy).

It's set up with operations or with the franchisee, starting with one outlet. Who signs up, head office or each franchisee, is discussed on the call.

• Who handles what in that outlet (the area engineer, IT, outside suppliers), who answers on a Sunday and the categories in your own words: "shutter", "sign", "air conditioning".
• The outlet's number registered on WhatsApp Business, who can report (from an Excel) and the first fault, opened by the manager. The other outlets repeat the same script.

• It doesn't bring outlets together on one screen, by area or by network, and it doesn't compare or rank them. Each outlet has its own dashboard and its own Excel.
• It doesn't link to your maintenance software or to any head-office system.
• The people on each outlet's list report. A customer who sees something broken doesn't open reports on their own.
• It doesn't impose or change an outlet's manual: it answers from what's written down and passes on what isn't to a person.

• Incident management on WhatsApp
• Restaurants
• Hotels
• Gyms
• Sports centres
• Offices
• Coworkings
• Shops
• Blocks of flats
• Schools
• Academies and training centres
• Clinics
• Warehouses and plants