Technical Service & Device Repair
The "what happened to my device?" call —
how many times a day does it ring?
Job ticket tracking, warranty lookup, a parts waiting queue, automatic customer notifications and repeat-failure rates. Which stage a device is at, why it's waiting, who was told when — all on record.
Waiting on a fuser unit. Supplier says two more days — customer informed for the second time.
Click a ticket — its status and latest note open up.
Filled sections on the progress bar show completed steps. Figures and companies are illustrative.
A warranty decision shouldn't be a guess.
Enter the serial number and the sale date, warranty period and any previous service records come up. "Is this covered?" stops being an argument.
A chargeable repair quote will be prepared. The customer is shown the expiry date and previous service records — once the information is shared, most of the objection disappears.
You build the serial number database yourself; if you are a dealer, import from the manufacturer's system may be possible. Without import, you enter the sale record and lookups run against your own data.
A workshop's real bottleneck isn't the technician — it's the part.
Most of a repair's elapsed time is spent waiting for a part. A workshop that doesn't measure this ends up pushing its technicians and squeezing the wrong place.
In this illustrative table a device sits in the workshop for 7.3 days on average, 5.5 of which are spent waiting for parts. Adding technicians doesn't change that table — deciding which critical parts to stock does. The system counts how often each part is waited on and produces that list.
A customer who hears without calling doesn't call.
Most service calls are the "what's happening" question, and the answer is already in the system. Send a notification when the stage changes and the phone stops ringing.
Device received
The ticket number and a tracking link are sent. The customer can check their device's status whenever they want.
Diagnosis complete
The fault and estimated cost are sent. Items needing approval are listed on the customer's phone.
Waiting on parts
The reason for the delay and an estimated timeframe. A delay with a known cause produces far fewer complaints than one without.
Ready for collection
Notification that the device is ready, with the amount due. Uncollected devices get periodic reminders.
You choose which stages send notifications. A message at every stage is too much for some customers; every step for corporate clients and three for private customers is a common choice.
If the same device comes back, the first repair was incomplete.
Repeat-failure rate is a workshop's quality measure, and almost no workshop measures it. The same device returning with the same fault is both a warranty cost and a reputation cost.
Air conditioning and printers show more than double the repeat rate of the others. In those two groups either the repair method or the part quality needs reviewing. Without seeing the number, that conversation never starts.
The rest of the workshop
Parts stock
Parts used are deducted from stock by the ticket; anything hitting its reorder level joins the purchase list.
Repair warranty
A warranty period is set for labour and parts; a device returning within it is flagged separately.
Maintenance contracts
Periodic maintenance contracts with corporate clients; visit schedules and out-of-scope work are tracked separately.
Loan devices
Loan units given to customers are recorded; anything not returned stays on the list.
Quotes and approval
Repair quotes go to the customer line by line; unapproved lines never reach the job card.
Technician performance
Repairs completed, average duration and repeat-failure rate reported per technician.
Questions
We're an authorised service centre — does it work with the manufacturer's system?
The manufacturer's own service portal keeps doing its job; we are not replacing it. This software sets up in-workshop management: ticket tracking, parts queue, customer notifications and reporting. Some manufacturers permit data transfer — tell us which brand you work with and we'll look at what's possible.
Do you supply the serial number database?
No, it is built from your own sales records. If you are a dealer, import from a manufacturer list can be attempted. Without import, warranty lookup runs against your own records — which is enough for most workshops.
Can customers track their own device?
Yes. A link opened with the ticket number shows the stage and estimated completion date. Cost information appears only when quote approval is requested.
We do on-site service — is it suitable?
Yes. The technician records the visit on a phone, with location and time captured and the customer signing on screen. On-site and workshop work share the same ticket structure but run through separate flows.
How is the repeat-failure rate calculated?
It counts the same device (by serial number or customer-device match) returning within a period you set with the same fault group. You define both the period and the fault groups — whether 30 or 90 days counts is your definition of quality.
How many tickets and technicians?
No limit, and no per-user fee. Workshop, field team and front desk log in with different permissions.
Let's run one ticket
end to end.
Which devices you service, how many technicians, do you do on-site work. We'll build a demo on your own flow.
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