Automate your appliance repair office.
Keep your hands on the repair.

okay I'm gonna call my office calls may be recorded for quality assurance purposes Missoula appliance repair this is Sophia hey what's going on with your appliance I might have a dryer it's not working hmm shoot that's frustrating what's the brand it's a Maytag may tech great do you happen to know the model number um yes I do it's m E d 7 1 0 0 d C0 thanks so much and what's it doing or not doing um the dryer's not heating so it's it's turning on um

it's it's tumbling but it's not heating this is cold air coming out okay that's good to know to get you on the schedule for that dryer what's your first name um my first name is Zach thanks Zach and your last name Zach great Zach Zach is there a best email to use for sending the invoice yes send it to info oh no send it to Mark at appliance repair American dot com perfect is the number you're calling from the best phone number for the appointment yes

okay we have a few openings Friday between 8 and 10 Friday 10 to noon and Saturday noon to 2 what works best I'll do Friday 10 to noon got it Friday 10 to noon hang on a sec thanks what's the street address where the dryer's located UM H Trail and the city it's in Missoula Montana and the zip code that's 5 9 8 0 8 great one moment while I book that all set you're booked for Friday October 16th from 10 to 12 is there anything else I can help with today

uh well how much does it cost the technician will confirm the exact price but most diagnostics are a flat 1 25 and that's usually credited towards the repair alright cool um will someone call me when they're on the way yes the technician will give you a heads up before they arrive alright cool thanks no problem anything else I can help with today no that's it bye bye but here I just booked a call through the call and now I'm on the application I can shrink it to

on your phone um I'm on my desktop so here it is here this is my fake name Zach Zach all this stuff here I can go right to the estimate I can click on it here so so that ticket was graded automatically now if I wanted to modify that ticket here I could just do that I could add another product or service right here and then save it when I'm done I can download it I can send it via email to anybody okay so this is the quick card remember I can delete it from here

I can edit it from here so I can edit anything in it from here I can go to the machine here and click on the Tech Docs right from here you see that I can go right to the customer from here um I can message them or call them right but let's see what it looks like from the text side so if I go here and then here it is so remember this is the start button we want your technicians and yourself if it's just you to press this that's going to start the automation flow inside the job itself

mainly in the beginning recording your mileage for tax purposes on your vehicle you're gonna Wanna write that off and your time doing that specific repair this dryer no heat repair right and then that's used for training purposes as well so what can I do from here you'll see here that you cannot see the address right away because the Assumption is you might have be one of your guys out there working and we want to force you to press start okay you could always look up the client and get the address

yourself cause you're an admin we want to force these guys to press start so they won't see this address pop up and click on it to open Google Maps until they press start a little clever thing we did here so right here we can contact him you can go to the the person right here it's all their information if you do contact it's gonna call you can message him right there message within the app always cause then you have for your warranty purposes you always have all that communication

recorded never use if you can help it your own messaging app in your phone always use this then you have that record keeping and it's really easy to find um you can call them right from there email it's gonna open up your email provider with the address automatically propagated okay um here is the address I can go right here I can open up Google Maps right from there and then um it'll show me the address history and these all their appliances that they own that you know of

okay that you've worked on in the past here's their lifetime spend this will add up so you know at a glance if this is like one of your rock star customers that keeps calling you back okay I'm gonna go back to that job order cause remember we clicked on Zach Zach that client so we're in here okay still from here you can see the one through five assumptions heating element Thermal fuse open high limit Thermal cut off heater relay on the control board

failed inlet or thermostat preventing and then the videos for training purposes are right here I always watch videos I'm always studying before I go to jobs if I have the time right um so those are there now if you click on one of these this again this can help you um but it could also remember you can the guys that are gonna sign these jobs automatically you can set it so they get this two days in advance or one day in advance they have no excuse

for not studying before they get there okay so we have the diagnostic procedures right here um as you collapse them and open them they expand down to tell the guy exactly what to do when on the repair I mean ideally you're reading this before and then for that specific problem solved there we have these specific videos not all the general videos okay so let's go back that was on the first Assumption right here and then it's the same we have different assumptions

for each one of these you click on them it opens specific videos the specific thing so let's press start and see what happens okay uh finish current gig so that that's why is this an error I'm just gonna click this is an error this is the shortcut if you don't wanna fill out that gig form right away you can go to the active gig and close it down remember you want your guys in the field and yourself for your own record keeping filling out those reports

on what happened the time before that's why this reminder comes up but you can just say this is an error and you can force the clear okay so you can keep going right so now it has started successfully now you see some new stuff appears this is the end so when you're done with your diagnostic you're gonna press end here you're gonna take photos along the way of your before and after the repairs again to cover your ass or if you're doing a lot of warranty

work all the warranty companies want this okay I always have my guys or me take a photo of the model number sticker is the first thing I do and then it's in the record and I always have a record of the correct model number just in case that initial model number in here was incorrect and you can verify it and it's always in there so again all this is in here still right but then assume that you did you found out it was the heating element and you don't have that heating

element on you so you're just gonna do a diagnostic you finish your diagnostic you click end right it's gonna ask you is the labor done do you wanna end this gig yes end it okay was this a diagnostic yes it was a diagnostic just wants to verify that because it's preparing the tickets in the background of what to send to the client are you sending an invoice is it converting that ticket to an invoice yes it was a diagnostic so it knows 1:25 in our case I'm not sure what you're charging

right now which one of those assumptions was correct in the beginning so instead of having to write shit down on a paper if you do any warranty work you know you have to record this stuff and you should always be recording it for your own records as well so it was the heater it was the heating element boom I don't have to write anything down just right there it's that easy if it was something unexpected outside the top five then that's what you click

here and then there's a blank field that pops up where you write your custom description in okay now you have a you have a Part Wizard here as well right but we're just gonna go here and we're gonna click next okay it was a diagnostic a single service charge okay I'm confirming and sending that invoice now me as the customer I'm gonna get an email and also as the technician so if you didn't have your customer's email it's gonna be sent to your email by default

then you can just pull up your phone or your tablet and show it to the customer there and and and keep moving so the invoice has been sent I'm gonna go to next okay so here's the diagnostic I need to add an item here so I'm gonna add the line item here I'm gonna add that line item I want to add it from the Part Wizard right I'm gonna put in my model number here m E d 7 1 0 0 there it is it popped right up okay then I'm gonna put in my description heating

element so I don't need the part number you can see that see the zip code yours is gonna pop up from whatever your area that you're servicing is right on your business that's the ship to zip code so now it's takes like 15 to 30 seconds here for it to look it up I'm used to the speed of computers so it seems like an eternity right here but you know usually you might be in front of the client while you're doing this so it might feel a little long but really it's usually

under 30 seconds but I'll see there it is here we have a 96% match here for WP 8 5 4 4 7 7 2 I know this part I know that's the right part right because we used a word description and GE might use a word different word than Whirlpool and etcetera etcetera so it's but it found it from viable sources right this is an AI tool that we invented okay so I'm just gonna click yeah 96% I'm gonna use this OK now there it looks it up on Marcone and gives me the price this is the MSRP right here

two hundred thirty four dollars sixteen cents must be the whole can some expensive one uh comes for it got see the drop downs here the closest one they have it is Byron Center typically my closer one is Jacksonville and it looks like they don't have any in that inventory but see it shows all their nearest warehouses gonna get to me in two days add as a line item I add as line now you see it's building that ticket for the return estimate that they have to approve before they book themselves

okay now I'm gonna go to next you see it adds it up I'm gonna verify it 2:50 is my flat rate they already paid they they that diagnostic invoice was already sent to them okay so we're subtracting that from there cause you're not leaving the house without getting paid for that and the element is added I'm gonna go to next okay how did they pay how did the client pay the 1:25 invoice I'm just gonna write check here they can pay online right they can pay right here

in your tablet in your hand or in theirs the email gets sent to them they don't have one it shows up in your email so you just you know hold this in front of them and have them do and collect the credit card information right there that's online cash is cash other might be Zelle something like that but I'm gonna put check and I'm gonna put make up some check number right if you wanna record a check number right you gotta train your people to record check

number so when you go back and do accounting or if you have a bookkeeper they can they know where that payment come from it connects to that check number right okay so you're gonna you're gonna have one more chance here as the technician in the field boom they paid now you're verifying that they paid that now you're verifying that that's correct that they subtracted it this is the return estimate yes I confirm that you're gonna click finish okay now I just got a gig report submitted

as as the admin there so it just came in there so if you see that gig report submitted okay so now here I can click here and look at that gig report but I'm just gonna show you in here the uh the emails okay cause I used my email as a customer and I'm also the technician so I should have a few emails in here so we have the Mazula appliance repair emails here so we have the first is the receipt for the payment that they made hey Zach thanks for your payment right so you see that hey Zach

thanks for your payment that was the one there so I'm gonna go back and I'm gonna open up this this other one here okay I open it up and then this is how they return do the return schedule visit right and they're gonna see their estimate for the return repair and verify it there so they're gonna schedule a new appointment I'm gonna open up that schedule the visit OK so here it is right here see that and they you see the estimate there so they have the estimate after they pick a time

they're gonna they're gonna be forced to approve that estimate when they go to pick a time so I'm gonna pick a time I'm gonna pick um looks like there it only shows your availability I'm gonna pick Saturday 2:00 o'clock boom schedule schedule appointment Saturday at 2:00 schedule the appointment boom um I have to agree to terms and I'm gonna agree and schedule OK and there it is it's it's it's scheduling that that right there boom OK and then it gives you the notification

that you did it and then I got sent an email as the customer I also got sent a notification as as the administrator of my business right so here it is right here I just got these text messages you see that okay so confirm your appointment it's confirming the appointment I got another email to there too see that so this is all automated you didn't have to send anybody anything you have to build a single ticket customer can easily reschedule or cancel

from all your communications as well so that's it and I'm gonna show you the the gig report now too so when you're at your desk you have your guys out in the road or if you need to look at this later cause you're doing a lot of business you don't know what happened you look at the gig reports and the gig reports are in the menu here too right you have gig reports right that's what's open but it opened right to that one has the invoice number for that diagnostic shows that it's paid

if you were to open the invoice it goes here tells you the check number tells the date look it gives you the time of the repair now that was just a one minute repair because I didn't drive anywhere look one minute travel time I don't know how I got one minute but the distance cause I'm in Florida and this fake account we did is at my partner's place in Montana so the distance traveled is 2,730 miles you see but you know I never really went there um but if you're driving

around town it would be accurate okay it shows that it was a diagnostic it shows again this was the model okay and it shows diagnostic and it gives you the solution here it was an open electric heater element assembly right so everything's right there I can create another job right from here and it'll memorize all that client information the model information too but it was already rebooked OK so it's already rebuilt so if we go on the schedule again here I go to the calendar

and here it is Zach Zach so here's the one today that we are on and here's the new one so you see it automatically put it in your schedule and so I shit you not everything's automated and you just gotta get used to this flow it works really well so here it is again here's the ticket that was created for the return repair you see see that ticket was automatically created I can go to that ticket it's right here here it is and I can edit I can delete

these items or I can add another service or part okay so I hope that helped um I'm gonna send this video to you right now I'm gonna add the call onto it just for your entertainment and I'll Mark the timestamp of of where the pertinent information is but you'll be able to listen to it from beginning to end on the call alright peace be with you brother here is the call right here I booked this 10:00am um from this quick card you see that's the hack um it shows all their past

it's a training program so you can scale your business this one it knows it 96% sure it can't be 100% remember