This document provides step-by-step instructions for using the Lightspeed Retail X Services Module to manage in-store repairs and warranty work.
The Lightspeed Services Module provides a streamlined process for managing in-store repairs and warranty work. By following these work instructions, franchise partners can effectively utilise the new module to improve efficiency and customer satisfaction.
PROCEDURE
Customer Intake
When a customer brings in an item for repair, create a new sale in Lightspeed Retail X.
Enter the customer's information.
If applicable, charge an assessment fee.
Select "More Actions" and then "Create a Service" to begin the service intake process.
Review the customer details, click Next,
Service Details
Enter the item details, including the item name, serial number, and a detailed description.
Document the item's condition, noting any existing damage or missing parts.
Alternatively, use the link to pull up a previously sold (via Lightspeed) item.
Work to be Done
Describe the necessary repairs. Note: the customer will see this on their receipt.
Specify the item's storage location.
Scheduling
Schedule the service, including the estimated repair time and the target completion date.
Note: after clicking on the date, select the actual date that the technician should work on this (radio button).
Note: the schedule is not yet linked to any technician schedule in Lightspeed or Vital. This improvement is being worked on by the vendor.
Create Service
Review the service details and schedule.
Click "Create Service" to confirm.
Payment
Collect the assessment fee, if applicable, as per normal.
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To start working on the warranty product, go to the services module in Lightspeed
Updating Service Status
As the repair progresses, update the service status accordingly using the 'add note' button.
Add notes to the service record to document progress and customer interactions.
Completion and Collection
Upon completion of the repair, change the status to "Completed."
Notify the customer that their item is ready for collection.
When the customer collects the item, update the status to "Picked Up."
Additional Considerations
- The Services Module can also track repairs outsourced to vendors.
- The system automatically links service records to customer profiles.
- Consider using DocuSign or a similar service for service agreements and authorization forms.
Upcoming enhancements (3-6 months)
- Customer Service Analytics: Track customer satisfaction with your repair services and identify any recurring complaints or issues.
- Integration with Vendor Portals: Direct integration with major vendor portals to streamline warranty claims and parts ordering. This will reduce manual data entry and save you time.
- Automated Customer Communication: Automated email or SMS notifications to keep customers informed about the status of their repairs.
- Improved Technician Scheduling: Enhanced scheduling tools to optimize technician availability and ensure timely completion of repairs.
- Mobile Service App: Access the Services Module on your mobile device to manage repairs and track progress while on the go.
- Barcode Scanning for Parts: Use your mobile device to scan barcodes on parts, making it easier to add them to service records and track inventory.
- Predictive Maintenance: Integration with IoT devices to monitor the health of equipment and predict potential issues before they occur. This will allow you to proactively offer maintenance services to customers.
- Integration with Accounting Software: Seamless integration with popular accounting software to automate invoicing and payment processing for repairs.