Phone & Device Repair
Phone & Device Repair: appointments and service tracking, customers and CRM, e-Invoice and reporting.
Challenges
- IMEI and physical condition are not recorded at intake, so return disputes arise.
- The fault diagnosis does not match the spare parts actually used.
- Warranty periods are not tracked per device, so free repairs get muddled.
- No pickup notice is sent when a repair is done, so devices sit on the shelf.
Workflows
From intake to diagnosis
- The device is taken in with IMEI, model and physical condition.
- The fault is diagnosed and a repair quote is issued.
- After customer approval, a work order is opened.
Parts, warranty and handover
- Spare parts used are posted to the work order and deducted from stock.
- When the repair completes, the warranty start is posted to the device record.
- A pickup notice is sent and the handover record is produced.
Documents
- Device intake form (IMEI)
- Diagnosis and quote
- Repair work order
- Handover record and warranty entry
Reports
- Repair turnaround analysis
- Spare-part consumption
- Warranty coverage and returns
- Devices awaiting pickup
Metrics
- Average repair time
- First-time fix rate
- Parts cost share
- Warranty return rate
Compliance
- Product warranty obligation
- Electronic waste (WEEE) disposal record
- Customer device data and data protection
Glossary
- IMEI
- Unique traceability number of the device
- Fault diagnosis
- Inspection record that feeds the quote
- Work order
- Repair record that gathers parts and labour
- Warranty start
- Device-record field that starts at handover
Frequently Asked Questions
Can I track the device by IMEI?
Yes — the IMEI is recorded at intake and the full repair history hangs off that number.
Can I evidence the physical condition at intake?
Yes — scratches and cracks are recorded on the intake form.
Can I deduct used parts from stock?
Yes — spare parts are posted to the work order and deducted from stock automatically.
Can I track the warranty period?
Yes — the warranty start is posted at handover and coverage is checked from the device record.
Can I see devices awaiting pickup?
Yes — devices repaired but not yet handed over sit on a separate list.
