Technology

Repair Ticket Management: The Do’s & Don’ts

Are you done with manually updating spreadsheets or printing out forms? Integrating your store with a repair shop software helps you bypass all the manual entry work you do and increases your shop’s efficiency in resolving repair tickets.

Save time with a ticketing system that reduces your time losses with multiple checklists that ensure a smooth functioning.

These automated software solution can do more than just managing tickets. Its integration enables your repair store to offer a great customer experience with real-time updates on their jobs.

Moreover, a maintenance ticketing system equips your store with the capabilities of focus and efficiency. It allows you to easily track and manage all the repair orders parked at your shop. This saves your time and increases your sales.

A ticketing software supports your business operations by infusing your store with basic automation to reduce your paper usage. The software goes above and beyond in becoming the backbones of your repair business.

The Do’s & Don’t

Do Get Help for Configuration

Once you find the POS software you like for your repair store, learning how to use it effectively becomes most crucial.

You’ll find several support and training programs via live chats, videos or phone calls. Don’t hesitate in requesting training from the company you are opting the software services from.

The right tools and equipment can help you in growing your business. To help run your business like a well-oiled engine, make that you know what your customers are looking for.

Set your cell phone repair shop POS software in such a way that you can completely cater to the needs of your customers in a jiffy!

Experts from the repair field reveal that several new-comers make the same mistake of not knowing how to use the POS software.

Always learn what the capabilities of your POS system are before getting yourself one. So your shop’s needs and those of your customers are taken care of.

Don’t Forget to Read the Manual

Amongst the most common mistakes people make is instead of going through the user manual, they throw it away.

Avoid the mindset of believing that just having a repair shop software integrated with your shop’s POS system will be magical from day one. Such thinking will eventually lead you into a lot of problems and can become detrimental for your business operations.

The software manuals are there for a reason. They contain all the information you need to learn how to use the software properly. Without reading them, you’re more likely to make mistakes and not necessarily get the most out of the system.

For instance, by not reading the user manual, you may not be able to use your POS software to its maximum potential. Or you’d get confused with the multitude of processes it can perform.

You’d most definitely want to get rid of this approach so you can stay true to why you got the POS System in the first place.

Do Utilize the Software to its Maximum Potential

Don’t try to do too much too soon with your POS system or try to use features you don’t fully understand. This can lead to mistakes and make the software much harder for you to use.

Whenever trying out an unfamiliar repair shop software, ensure the learning of its main workings. This way the software can be of credible use to your shop and you’d soon understand its correct usage.

Reading the manual, support material or even talking to the customer care before starting out with the software will help you get a better understanding of how it works and how you can get the most out of it as per your requirements.

Do Backup Data

Whenever starting out with a POS system, make sure to have a backup of your data. This can include the customer information, inventory management solutions and vendor integrations.

Some maintenance ticketing systems offer cloud-based data solutions. You’d be wise to go for such options just because of the fact that such systems can be accessed remotely, from anywhere, and at any time.

For instance, you can monitor the performance of your employees without physically entering the shop. You can log into the remote server and access your shop’s POS software to check the new tickets created and how many older ones have been solved.

In short, having a cell phone repair shop POS software enables you to effortlessly manage your business operations, management and growth from the comfort of your home.

Don’t Ignore the Software Updates

It feels like the most harmless mistake, but in fact, it is one of the most crucial errors one can make when running a repair store with a POS system.

If you’re using a generic software support system, you’d witness several operational hurdles. However, if you go for a software relevant to your usage, you won’t regret the decision.

Always keep an eye out for softwares updates, as these bring more stability to your POS system. At times, new features are also introduced, which are usually free in the beginning.

Do Set Ticket Handling Protocols

Ticket handling determines which of your tickets gets resolved first. Your repair shop POS system gets multiple tickets, how do you organize and prioritize them?

The best prioritization method in the repair industry is not available. Each repair business runs their own set of protocols which are based on several internal factors.

However, there are a couple of generic models to get you started:

  • FIFO — First In First Out

Also known as the first-come, first-served approach, the tickets handled in this methodology work in a chronological order.

Meaning, the ticket that comes first will get assigned to a technician on priority. 

  • Pick & Choose Method

This approach helps you organize your ticket load based on urgency. The customer who highlights an urgency towards their repair job gets taken care of on priority.

In this case, you can charge extra for urgent repairs, and add another revenue stream into your repair business.

Whichever approach you deem fit for your repair business, the idea of ticket prioritization is very crucial in ensuring the provisions of an effective customer experience.

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