Repair/Customer tracking - Improve workflow
Currently when a customer comes in we go to the POS screen lookup or enter a new customer then start the process of selecting the device, serial number\IMEI problem part etc. The new screen allows the customer to fill some of this in. But we have repeat customers it would be nice when you enter the customer to see the devices purchased from us or repaired in the past by us then allow you to enter a new device or use an existing. Doing this we see the history of the device, not have to ask/enter the same information again about the device and be able to tell right away if it should be a warranty repair or a discounted repair.
That I suggest is when you select the customer in POS a pop up screen shows two lists with the following information sorted by date
Date last touched, Manufacture, Device, IMEI/Serial, Action
The action dropdown allows you to, Create new ticket, Trade in device
• Create new ticket would then already know the manufacture, Device and would take you to the Problems selection of the workflow, then once to the Details page of the workflow it could have most of the information filled in from the history
• The Trade in would all the store to purchase the device the same as the Trade In Add new Product but with most of the information filled in from the history
Purchase History would show all past tickets from this customer with the following
Date, ticket ID, Device, Task , IMEI/Serial, Action
The action dropdown would allow Warranty Claim
You could also show accessories purchased in the same purchase history and allow returns but this is minor
Dane Justin Armour commented
I LOVE this idea!!!
Quang Cao commented
If we can have the mock up of this demo will be very interested to have more inputs from everyone. I think this is a big improvement in a way we deal with return customers. We can also do our marketing base on customer's devices that we know :), for example if a customer has 2 iPad and 3 iPhone we can invite them to buy new accessories that we have for these devices upon checking out. We can also give them discounts or specials only for those devices that they have.
Minh Si commented
Yes, this would be very helpful. To get history of a unit, would greatly improve work flow. At present I just reprint the old job, and add hand written notes to speed up the process, which isnt very professional.
This is not good enough
Michael Samman commented
In principle, it sounds like a good idea. The details have to be discussed more clearly, but it would be nice, if you type in the name of the customer at the POS , that a new popups comes somewhere, which lots of information about the customer. And if the customer already has the same device repaired a the shop, that you do not have to type in again the imei number, and some other infos...