Repair Workflow with Transfer to Repair Center

  1. Customer walks into satellite location
  2. Sales rep
    1. create new repair ticket
    2. lookup existing or add new customer
    3. lookup existing or add new repair device
    4. provide initial diagnostics information
    5. set expected delivery date/time and not to exceed dollar amount
    6. OPTIONAL: add ticket items (parts, labor, merchandise)
    7. OPTIONAL: receive payments from the customer (e.g. for a deposit)
    8. OPTIONAL: assign the ticket to the Repair Advisor
    9. advance ticket to "In Transit" (or "In Diagnosis")
    10. Print ticket for customer
    11. Print label(s) for the repair device(s) on the ticket 
  3. Repair Advisor
    1. tracks in transit queue and tickets assigned to them
    2. view / edit ticket details
    3. OPTIONAL: conduct background check
    4. OPTIONAL: add ticket items (parts, labor, merchandise)
    5. Arrange and oversee transfer to Repair Center
  4. Device(s) arrive at repair center
  5. Repair Advisor
    1. OPTIONAL: Assigns ticket to tech who will perform the repair at the service center
    2. advance the ticket to the "In Repair" queue
  6. Technician
    1. track in repair queue and tickets assigned to them
    2. view / edit ticket details
    3. perform the repair
    4. OPTIONAL: add ticket items (parts, labor, merchandise)
    5. OPTIONAL: regress ticket to pending approval queue (if waiting on customer for approval to continue)
    6. OPTIONAL: regress ticket to on hold queue (if waiting on parts)
    7. OPTIONAL: assign the ticket to the Repair Advisor
    8. advance ticket to "Complete / In Transit" (or "pending notification")
  7. Repair Advisor
    1. track "Complete / In Transit" queue and tickets assigned to them
    2. view / edit ticket details
    3. OPTIONAL: add ticket items (parts, labor, merchandise)
    4. OPTIONAL: set final resolution status
    5. Arrange and oversee transfer to satellite location
  8. Device(s) arrive at satellite location
  9. Repair Advisor
    1. Advances ticket to "Ready for Pickup" queue
    2. Notifies customer their device(s) are ready for pickup
      1. OPTIONAL: Email receipt to customer from the ticket
      2. OPTIONAL: Send sms notification to customer from the ticket
  10. Customer returns to pick up repaired device(s) at satellite location
  11. Sales rep
    1. lookup ticket by one of the following:
      1. Customer Name / Phone number
      2. Ticket #
      3. Device Serial #
    2. view / edit ticket
    3. OPTIONAL: add ticket items (parts, labor, merchandise)
    4. Record payment(s)
    5. Close ticket (if balance paid in full)
    6. Print ticket for customer

 

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