Software for service centers

Service center software for a shop where every device starts with diagnostics

People bring smartphones, laptops, washing machines and coffee makers to a service center, and almost every device goes through diagnostics first, then the repair itself and finally pickup. Service center software has to take the load off the front counter, give each technician a clear plan for the day and keep a record of what the client was promised at pickup, even if the device comes back half a year later.

Diagnostics by appointment instead of a line at the counter

Diagnostics is set up as a service of its own with its own duration, and it is assigned only to the technicians who work with that kind of equipment, so the technician who repairs laptops never gets an appointment for a refrigerator. Clients pick a time themselves through online booking on the website or on social media, and the form asks for the fields the shop added for itself: device model, serial number, a description of the fault. The important ones are made required, so nobody drops off a device with nothing more than "it won't turn on". The repair itself is then booked as a separate appointment with the same technician, so the schedule shows how much work they already have lined up for the rest of the week. If the settings allow it, the client can reschedule or cancel from their personal account, where they also find links to every survey they have been sent. Creating such fields and choosing where they appear is covered in the guide to setting up additional fields.

A technician who sees the device queue on a phone

A technician checks what is on the bench today and later this week in the staff app for Android and iOS instead of walking over to the front desk. That is also where they add details about the client and record the result: what was replaced and what should be checked next time. The app runs on a personal phone as well, so buying separate devices for the workshop is optional. Choosing between a personal and a company phone is easier with the walkthrough of the technician app.

A warranty nobody remembers a month later

When a client comes back with the same device, the disagreement is usually about what exactly was repaired and how long the warranty lasts. The warranty period and the list of completed work go into additional fields on the appointment itself, so the front desk finds them in a minute instead of leafing through a notebook. The client learns that the device is ready from a notification about the change in appointment status.

A post-visit survey asks how the equipment works after the repair, and its send time is set through mailing planning. If the fault has come back, the shop sees it in the answer and can invite the client in for a follow-up check right away.

An electronics store that sends its customers over

When the shop agrees on a partnership with a store nearby, it creates a separate booking source for that store's customers and attaches a discount that works only for visitors arriving through that link. That discount is best limited to the diagnostics service: someone with a newly bought device usually needs a check and a setup rather than a repair. Other home-related lines of business, from tailoring to cleaning, are collected on the household services overview.