Example setups · Shops and repair
Electronics and appliance service centre
For a service centre that repairs televisions, washing machines, air conditioners and laptops, where complaints, pick-ups and spare-part buyers all stand at one counter.
The setup
Lines and what people choose
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New complaint walk-in + bookings
About 10 min each · up to 60 waiting
- Log a complaint
- Television or display 10 min
- Washing machine or refrigerator 10 min
- Laptop or computer 12 min
- Air conditioner 10 min
- Check the status of a job 4 min
- Warranty check 6 min
- Log a complaint
-
Pick-up and delivery walk-in
About 6 min each · up to 40 waiting
- Collect repaired item 6 min
- Collect a rejected item 5 min
-
Spare parts walk-in
About 5 min each · up to 30 waiting
- Buy a spare part 5 min
- Order a part not in stock 6 min
-
Billing walk-in
About 4 min each · up to 40 waiting
- Pay for a repair 4 min
-
Home visit booking bookings
About 8 min each · up to 25 waiting
- Book an engineer visit 8 min
- Change an engineer visit 5 min
Desks
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Complaint desk 1
Calls from New complaint, Home visit booking
-
Complaint desk 2
Calls from New complaint
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Delivery counter
Calls from Pick-up and delivery
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Parts counter
Calls from Spare parts
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Cash counter
Calls from Billing
Team
-
Service centre owner Owner
Sets up lines, hours and the team, and reads Insights each week.
-
Service manager Manager
Watches the Live Board, gives a desk another line to call from when pick-ups pile up, and records leave.
-
Front office executive × 2 Staff
Logs complaints at the complaint desks and adds customers who came without a phone.
Ticked: Front desk
-
Store keeper Staff
Runs the Parts counter and the Delivery counter in turn.
-
Cashier Staff
Takes payment at the Cash counter when the job card is closed.
Visits with several steps
-
Repaired item to the cashier
When a customer collects a repaired item, they go from the Delivery counter to the Cash counter line and pay, without joining the end of another line.
For Collect repaired item
- The service itself
- Go to Pay for a repair on Billing
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Complaint, then a part if needed
After the warranty check, the desk decides: a covered job is done, and an out-of-warranty job that needs a part goes to the Spare parts line.
For Warranty check
- The service itself
-
Choose one
— the desk that finishes the step before chooses
Nothing more (default)
Done
Part needed
- Go to Order a part not in stock on Spare parts
The day
Hours, the TV and the poster
-
Opening hours
Monday to Saturday, 9:30 am to 6:30 pm; Sunday closed.
Add stock-taking days and the brand's annual service camp days as special hours or closed days, so engineer-visit bookings are not made on them.
-
TV display × 2
The token being called and the counter to go to, for every line.
On the wall facing the seating, beside the product display, where it can be read from the door.
-
QR poster
At the entrance, at the complaint desks and on the delivery counter, so people with a heavy item can take a place before they put it down.
Tips
-
Pick-ups and complaints need different desks.
A customer collecting a washing machine should not wait behind someone describing a fault. Keep them on separate lines, each with its own desk.
How it works → -
Chain collection and payment.
A process sends a customer from the Delivery counter to the Cash counter in one visit, so they are not asked to start again.
How it works → -
Let the manager see who is stuck.
The Live Board shows the lines with the longest waits and the desks on a break. When Billing builds up at closing, add Billing to the Delivery counter's lines, or start the Cash counter with Run desk.
How it works → -
Close engineer-visit booking on camp days.
A closed day cancels nothing silently: bookings already made on it are listed so you can keep or cancel each one.
How it works → -
Read Insights for the hour pick-ups peak.
After a month, Insights' Waits page, filtered to Pick-up and delivery, shows the average wait by the hour people joined. Staff the Delivery counter for that hour, not for the whole day.
How it works →
The plan
Fits on Standard
The smallest plan that holds this setup, worked out from its size and what it uses.
- Lines 5 of 30
- Desks 5 of 15
- People 6 of 30
- TV screens 2 of 5
- Uses booking Plan Basic and up
- Uses desks across several lines Plan Basic and up
- Uses managers Plan Basic and up
- Uses the Front desk, Urgent and Run desks abilities Plan Basic and up
- Uses away days Plan Basic and up
- Uses waiting times in Insights Plan Basic and up
- Uses multi-step visits Plan Standard and up
How to set this up
From sign-up to your first visit
- Sign up from this page and step 1 opens with Something else already picked. Set up your business
- At step 2, name your lines: New complaint, Pick-up and delivery, Spare parts, Billing, Home visit booking. Set each one's type and usual time. Lines, services and desks
- At step 3, add your people and desks: Complaint desk 1, Complaint desk 2, Delivery counter, Parts counter, Cash counter. Your team, roles and leave
- Open Set up › Services and build each line's menu as above. Lines, services and desks
- Open Processes and build Repaired item to the cashier and Complaint, then a part if needed . Processes: visits with several steps
- In Settings, set Opening hours and add closed days. Opening hours, closures and special days
- Open Displays, pair the TV and choose what it shows. TV displays
- Print the poster from Settings › QR code and poster and put it up. Posters, links and QR codes
Set up your electronics and appliance service centre today
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