Module Detail
Add-onEnd-to-end technical service, from the fault report to delivery. The service request holds the customer's fault record; the work order runs the job on site or in the workshop; the installed base keeps every customer device with its serial number, warranty and failure history. Technicians mark on-my-way / arrived / started from a phone and attach photos and video. A paid add-on, separate from the Help Desk.
The customer's fault record: subject, customer, contact, device, serial number, warranty status (in warranty / out of warranty / extended), diagnosis, work done, and labour/parts/external-service costs. Status flow: New → Assigned → Diagnosing → Quote Pending → Awaiting Parts → In Repair → Testing → Completed → Delivered. Delivered or cancelled requests become read-only.
A request can carry several work orders (initial survey, a second visit once parts arrive…). Capture technician, customer, device, appointment and work mode; picking Remote hides the warehouse and service-address fields. Lines are typed: Parts draw from stock, while Labour and Expense lines are service items.
Completing a work order generates a draft sales dispatch note from its part lines; approving the note reduces stock. If no parts were used (remote support or labour only) no note is created and the work order still completes. The operation is idempotent — a second note is never generated for the same work order.
A touch-first screen for phone and tablet: On my way → Arrived → Started, each stamped with its real time; "Arrived" stores the arrival location with coordinates and an open-in-maps link. Photos and video (60 s / 50 MB limit) are captured straight from the camera; steps marked while offline are sent automatically once connectivity returns.
Customer Devices holds each unit's serial number, installation date, warranty and service contract. Maintenance Plans define recurring service (a default sales kit can be attached to the plan), and the Upcoming Maintenance list becomes the call centre's daily outreach list.
Service Performance (average resolution time, first-response time, SLA compliance, first-time-fix rate), Warranty & Service Cost (who bore the cost: warranty / contract / billable), Device Failure History (failure count, mean days between failures, total cost) and Technician Productivity (work orders, completion, arrival deviation vs. appointment, recorded labour).
We'll walk through the module with your own data in a free 30-minute demo. Typical onboarding takes 1-2 weeks.
Satisfaction, NPS and profiling surveys; linked to company/lead/deal records, filled via QR code or a no-login link.
Job postings, careers page, candidate pool, AI CV parsing, interview tracking and onboarding.
CRM, sales operations, opportunity tracking, sales targets, campaign management.
