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shopping for a CRM to manage Computer Repair.
I have a client who has defined a list of features he wants for supporting his chain of computer repair shops. Basically, he wants to move it all online so customers can lauch their own service and repair, track the progress of their order and also giv the store ownera back-end system for managing the customers and the service projects.
I am hoping to find the software system, and an expert who will work with me. I welcome a PM from those who can verify experience with references and existing completed projects that can be seen online.
Here's my client's requirements (and BTW, time of ansering this list is important)
LIST OF PROJECT DETAILS
1) Registration for a new customer (user/password) and login thereafter using it. Customers would be able to log in and see their own account and current work in progress.
2) The ability to assign a unique Service Number to each Service Project. A customer (especially a corporate one) may have more than one Service Project active at any time. In addition to CPUs , a project may include peripheral devices and/or software.
3) A Service Project will start with the customer filling in a form and responding to prompts (check boxes, drop downs, radios, whatever). The form will allow for identification of hardware items by whatever characteristics are available, including serial numbers, brands and even digital photos. The customer will describe the issues as best he can and state the desired goal. Software issues will be defined. The purpose of the form(s) will be to standardize the information for uniform management and estimates.
4) Capture that information in a Db.
5) Generate reports (to be defined) from that Db. The specific reports have yet to be determined but will be defined prior to the estimate.
6) Create a printable shipping document that includes that information, along with the usual client info (and unique Service Project number).
7) The form will include the shipping instructions and package marking instructions such as Service Project Number.
Cool A Service Project Number will issue online only after the customer pays the fee for diagnosis and estimate. No item will be submitted until that is paid.
9) A Service Project may involve drop off at - not shipment to - one of the store locations. In those situations, a store clerk will be able to enter the system through the browser and create a Service Project and accept the prepaid fee for diagnosis and estimate.
10) After receipt of a Project, the in-taking Service Technician will use the browser to generate a standard response to the customer acknowledging the receipt and including an estimate of the cost of parts and labor.
11) The customer will be required to respond within "X" days with approval along with a down-payment in the form of a portion of the labor and a full payment of parts or software that the Service project will require.
12) On the tech end, the Technician will create progress reports at the completion of key stages and send them to the customer. The report will be generated simply by selecting and clicking on pre-written standard comments (such as "awaiting parts" from supplier" or "parts installed, now undergoing burn-in prior to operational testing" etc. This will not only reduce the time needed to generate a report, but will make sure that any report is complete with standard boilerplate text appropriate to the Service Project.
13) The system will have provision for tracking one or more Service Technicians as the Project passes from one to another and for signing off the work when passing the project to another Technician.
13) A Service Project tracking feature will allow the store clerks and persons answering phones to refer incoming status requests to the online system. Customers will be able to see a status report online.
14) on completion of the work, customer will be sent notice and asked to go online to his account, select the specific Service Project, and submit payment for completion and for cost of the chosen shipping method for return to the customer.
15) an integrated tracking system for UPS, FedEx or other shipping methods.
16) a provision for out calls, that is, requests for a Service Technician to visit as customer location. There would be two types of that request.
16 -a) A customer with a pre-established service contract would simply enter that info and state when and where and what is need. There would be no billing because the customer would have a contract and an open account for monthly billing. This method is sometimes required by corporate clients.
16 - b) The second type would be a from a client with no service contract but who wants a Service Call to their premises, either prepaid online or after credit is established. The system would generate a standardized response and request for whatever upfront fees you might require before scheduling the visit.
END OF LIST
Replies would be greatly appreciated. If you have the skills to create these features, I would be interested in a Private Message so we can explore the possibility of outsourcing some or all of that.
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