Service calls
Service calls cover faults and repairs after installation. Handling them well is what earns repeat business and referrals.
Log a service call
Open Services and add one as soon as the customer calls.
| Field | How to fill it | Why it matters |
|---|---|---|
| Customer name (required) | Who reported it | Identifies the customer |
| Phone number | Main contact | The engineer can arrange a time |
| Alternate number | A second contact on site | Useful if the first is not answered |
| Problem details | The symptoms, such as "Camera 3 no video since Monday, recorder shows disk error" | Helps the engineer bring the right parts |
| Google Maps location | A map link to the site | Saves time finding it |
Pick up a service
An engineer uses Pick up this service to take it. They can then update its status and add expenses. It appears on the calendar when scheduled.
Status stages
- Open: logged and waiting.
- Investigating: someone is looking into it.
- Issue Traced: the cause has been found.
- Being Fixed: the repair is under way.
- Issue Resolved: finished.
These stages tell the office what to say when the customer calls for an update.
Expenses and receipts
Add parts and other costs to the service. They appear on the receipt you can send to the customer by WhatsApp.
Good habits
- Record the cause and the fix, not just "done". It helps with repeat faults.
- Ask the customer to confirm that the system works before closing the call.
Want a walkthrough? We can show you these screens using a CCTV job like yours.