Typical Repair Steps
Article sections
Below is a typical repair scenario for how we use CRS in our own shops.
A customer brings device in for repair
[Customer Tab] We take name, address, email, phone. Ask how they found out about us
[Job Tab] Enter the problem to be fixed (Job notes) then take the make and model of the device. Click Asset ID to auto-assign the next available one. Enter Serial number (this is a requirement and can be set in settings).
[Items received] select if PSU / Laptop Bag etc dropped in. The reason to select this is so CRS will automatically print 3 labels to attach to the laptop/laptop bag and PSU so they cannot get mixed up with other customers and easy to locate.
Click Save to print 2 x Check-in Receipts (one for the customer, one signed which we keep) and prints the tech sheet that stays with the repair. Auto prints labels (we attach the labels to the laptop etc).
During Repair
Change status (via the quick options on the top right of the main screen usually) to Under repair / Under Diagnosis etc. This automatically sends an email and optionally an SMS message to the customer. Updating them saves them calling the shop for an update! keeps them in the loop.
[Parts Tab] If parts are needed, they are listed here. i.e. hard disk drive – add the serial and who it was purchased from (for quick warranty lookup) and set as allocated.
If you need to order parts then add the URL, description etc, set “To Be Ordered”. My technicians usually request parts, myself order them later. I open the Parts list and see what needs ordering and change to “On Order” once it’s ordered. This gives full traceability of parts for customers from the moment it is requested to the moment it is fitted (or in the unlikely event it comes back under warranty).
Tip: you can also automatically add the items ordered/allocated directly into the ticket charges from this page to save adding it in later!
After repair
[Charges tab]. Add parts and labour charges to the tickets.
[Ticket Notes tab] This is where your repair notes go which are printed with the charges i.e. “Supplied and fitted new hard disk drive”. Use the canned messages to speed this up.
Note: Service report – Using the software and hardware tabs you can even create a service report which is a detailed log of everything you have done. Our customers love this service report and they often refer back to it years later.
Finally
When the customer comes to collect their repaired device, open POS. Take payment and enter the payment into POS as Paid. Ticket automatically gets marked as Paid and Collected (and location set as “With Customer”).
tip: using a barcode scanner – Scan the barcode printed on the invoice and this will open POS automatically. Scan the Barcode on any other printed sheet (such as check-in sheet) and this will open the ticket in CRS.