3.1Overview
The Service and Repair module allows a merchant to fully track and collect payments for the Service and Repair aspect of their business. The SRO module is an extension of the Invoice feature in EVO. This portion of the documentation assumes that you have some experience with Invoicing. Please review the 2. Invoicing
documentation, if needed.
3.2Open SRO
The Open SRO (Service Repair Order) is used for the check-in process. A customer will bring in an item that needs to be serviced and a new Open SRO is created to be filled out.
Figure 3-1Screen Shot 2015-11-25 at 4.08.05 PM
Header Fields
- SRO / Invoice ID
This is an auto generated ID. This can be customized from General Preferences
.- Status
This is used to provide a user-defined status for the SRO. This is useful to internal tracking such as "Waiting for Parts", etc. These can be customized from General Preferences
.- Folder
This is another way to track and organize your SROs. These can customized in General Preferences
.
Figure 3-2Screen Shot 2015-11-25 at 4.08.05 PM
Customer
Each SRO requires a customer to be attached. You can search for an existing customer or quickly add a new customer here.
Figure 3-3Screen Shot 2015-11-25 at 4.09.06 PM
Each icon above the customer table performs a specific customer related function. Here is the description of each from left to right.
Advanced customer search allows you to search for any field on a customer card.
Quickly add a new customer.
Go to the full customer card for the attached customer.
Remove the customer from the SRO.
Quickly edit the attached customer.
Refresh customer data from the customer card.
Service Information
The main service panel is where the clerk will document the item to be worked on, with customer's service request, parts, and other tracking information.
Figure 3-4Screen Shot 2015-11-27 at 2.44.12 PM
- Serial
Input the serial number of the item in this field. This field does not correlate with other serial fields outside the SRO module.
- Make
Input the make of the item in this field.
- Model
Input the model of the item in this field.
- Warranty
Input the item's warranty information in this field.
- Estimate
Input the estimated cost of the service in this field.
- Service Requested
Describe what the customer has requested to be fixed or what service needs to be performed on the item.
- Customer Parts
Use this field to note any additional parts the customer has included with the item to be serviced.
- Date In
The date that the customer checked in the Item. This will default to the date when the SRO was created.
- Rec. By
The clerk or employee that checked in the Item. This will default to the currently logged in user.
- Promise
The date when the customer should expect the item to be complete. You can set a default number of days to set the promise date in General Preferences
- Misc1 & Misc 2
The names of these fields can be customized by the user in General Preferences
Templates
The Service Request, Customer Parts, Printed Notes, & Private Notes each have a template feature for you to enter common information. For example, let's say you perform a "Full Computer Tune-up," and you've listed out all the things that this tune-up includes. You can save that information as a template so it can easily be selected in the future. Template entries can easily be added, edited, or removed.
Figure 3-5Screen Shot 2015-11-25 at 4.11.19 PM
Items & Labor
During the check-in process, the customer may want to purchase some items or you may require a deposit on parts and labor. If that applies, you may put items / labor in the items table. To take a deposit the transaction type must be either Layaway or Special Order.
.Figure 3-6Example showing Items and Deposit
To complete the check-in process, simply click "Pay" to select and proceed with the customers payment method(s).
.If the customer is not purchasing items and you do not require a deposit on the parts and labor, then you can simply click "Post".
Figure 3-7Example without Items or Deposit
When the Open SRO is posted the following will happen: 1. A receipt or invoice will print for the customer. This document is used as a claim ticket and it will contain many of the service information fields. 2. A Working SRO will be created as the next step in the workflow.
3.3Working SRO
The Working SRO is used to track the Service items that are currently being worked on or that are still in your store. Service technicians will use the Working SROs as their list of jobs to complete. An SRO will remain 'Working' until the customer comes to pick up the item.
Figure 3-8Screen Shot 2015-11-27 at 12.13.37 PM
Once a technician is ready to begin working on the item. They will select the "Service Performed" tab and click the "Tech" and "Start" links or fill out those fields manually.
Figure 3-9Screen Shot 2015-11-27 at 12.19.19 PM
Service Performed Notes
The service technician will proceed to work on the item. On the Working SRO they can document notes related to the issue and resolution. There are two main fields for notes, the printed notes will be printed on the receipt or invoice. The private notes are completely internal.
Figure 3-10Screen Shot 2015-11-27 at 12.29.41 PM
Items & Labor
During the repair process, the technician or clerk will enter the items the customer is purchasing that are related to the service performed. This would include parts and labor.
Figure 3-11Screen Shot 2015-11-27 at 12.53.28 PM
.Completing an SRO
When the service technician has finished working on the item. They will click the "Complete" link. This link will mark the date and time when the service is complete and it will prompt to send an email to the customer.
Figure 3-12Screen Shot 2015-11-27 at 12.58.12 PM
The email message can be customized with a template found in the Email Defaults section of General Preferences. Click "Send" when you are ready to send the email to the customer.
Customer Pickup
When the customer is ready to pick up their item, the clerk will locate their Working SRO. They can easily find the Working SRO several ways: 1. Open the Working SRO card and scan or type the ID in the quick search box or use the Adv. Search. 2. Using the SRO Status Utility discussed here
Typically the clerk will go to the "Service Performed" tab and document the "Out By" person who returned the fixed item back to the customer.
Figure 3-13Screen Shot 2015-11-27 at 3.02.50 PM
To complete the check out process, simply click "Pay" to select and proceed with the customers payment method(s).
Figure 3-14Screen Shot 2015-11-27 at 3.04.15 PM
.3.4Closed SRO
A Closed SRO is primarily available for historical records and reporting. However, there are a few functions available on the Closed SRO.
Tools
The Tools menu provides the ability to re-print the SRO Invoice or Receipt documents. There is also the ability to duplicate this closed SRO in case the customer needs the same item repaired again.
Figure 3-15Screen Shot 2015-11-27 at 3.18.17 PM
Payments
Click the "Payment" button to view the payment methods used for this SRO / Invoice.
Figure 3-16Screen Shot 2015-11-27 at 3.19.16 PM
3.5SRO Status Utility
The SRO Status utility provides a quick way to see the status of your Working SROs. This is very useful when a customer calls in to find the status of their item being worked on.
Figure 3-17Screen Shot 2015-11-27 at 3.24.09 PM
Searching
The first two columns in the table will be used as the default searches. Simply start typing into the search boxes to filter the results in the table.
Figure 3-18Screen Shot 2015-11-27 at 3.26.03 PM
Sorting
You can click on any column header to sort the results. In the example below, the table is sorted on the Days Completed column to see the oldest complete SRO.
Figure 3-19Screen Shot 2015-11-27 at 3.29.48 PM
Columns
You can drag the column headers left or right to rearrange them. You can also stretch the column widths. These preferences are saved so the next time you open this utility the columns will be the proper order and width.
Right Click Options
You can right click on any row in the table to perform the following functions:
- Email Reminder
This will bring up an email window using the SRO Reminder template.
- Duplicate SRO
This will create a new SRO with the same Item.
Figure 3-20Screen Shot 2015-11-27 at 3.44.16 PM
Customer Card
A similar status utility is also available from the Customer Card. There is an "SRO" tab which has the same features. This utility also allows you to view Working and Closed SROs.
Figure 3-21Screen Shot 2015-11-27 at 3.37.26 PM