On busy days, it can feel like there are a million things happening at your shop. Technicians are hard at work getting repairs knocked out and service advisors are helping customers. Even on slow days, there’s work to be done. You might decide to tackle that new marketing plan or personally call customers to remind them of service work they’d previously put off.
No matter the circumstances, it’s important to have a way of juggling and managing it all. However, keeping track of everything with pen and paper, a whiteboard, or just by playing it by ear can quickly turn into a headache. After all, those methods are unreliable and complicated. Information can easily get lost in the mix, and all it takes is for one misunderstanding to knock things off track.
Repairs management software can keep you and your team on track and free up your time as a shop owner so you can focus on the high-level aspects of growing your business. Service advisors can use Tekmetric’s Job Board to see the status of repairs, appropriately delegate tasks to technicians, and give customers updates every step of the way.
When you access Tekmetric’s Job Board, you and your team can decide if you want to view jobs that are “Active,” “Saved for Later,” in “Accounts Receivable,” “Paid,” or even “Deleted.” On a day-to-day basis, your service advisors will likely manage repair work from the “Active” view.
Tekmetric’s Job Board categorizes “Active” repairs into three buckets: “Estimates,” “Work-in-Progress,” and “Completed.”
Every new repair order that a service advisor creates will first appear as a card in the “Estimates” column. The repair order will stay in that column as the technician conducts an initial digital vehicle inspection (DVI) and the service advisor prepares a repair estimate for the customer.
Service advisors can see the status of each repair order on the top left corner of each individual card. Statuses will indicate where in the estimate process a repair is: “Not Started,” “Requires Authorization,” “Pending Authorization,” or “Declined All.” In the “Estimates,” column, these statuses automatically change as each repair moves through the estimate process.
On the bottom right-hand corner, service advisors will see either a paper airplane icon that indicates when an estimate was sent to a customer, or an eye icon that indicates when a customer viewed the estimate.
On each card, the service advisor will see three dots on the upper right corner. When they click on the dots, they’ll see three options: “Authorize,” “Save for Later,” and “Delete.” When a customer declines all jobs in a repair order, the service advisor will see an additional option after clicking on those three dots: “Post as Declined.”
If you want to get the most accurate close-ratio metrics possible, you can go into the user permissions settings and remove the “Delete” option. By doing so, the service advisor must mark repair orders with all declined jobs as “Post as Declined.”
If a customer declines all jobs in a repair order, then that card will remain in the “Estimates” column with the status “Declined All.” However, if the customer approves at least one job in the repair order, that repair order card will then automatically move to the “Work-in-Progress” column and automatically get tagged as “Not Started.”
Note: the service advisor will still be able to view the declined jobs by clicking into the repair order.
When a card is moved to the “Work-in-Progress” column, the options under the three dots in the upper right-hand corner will change to: “Complete Work,” “Set Status,” and “Delete.” However, as the shop owner, you can take away the “Delete” option by configuring the user permissions.
The service advisor can manually add status updates by selecting “Set Status.” From there, they can choose the right status from the dropdown menu that will show up on their screen. For example, they can mark that a repair order is “In Progress,” “Waiting on Parts,” or “Waiting on Sublet.” The resulting designation will show up on the top left corner of each repair order card.
The service advisor will also see a timeline on the bottom of each repair order card indicating how far along a technician is in their repair. Service writers, shop owners, and shop foremen don’t have to go into individual repair orders to get this information. With one glance at the Job Board, they can know exactly where a repair is (for instance, 3 hours out of 4 completed, so 75% of the way there), and update the customer by sending them a message via Tekmessage true two-way texting.
Note: technicians will also see the work-in-progress line in their workspace, the Tekmetric Tech Board.
Once the technician has finished a job, the service advisor can return to the three dots on the top right-hand corner of a repair order and select “Complete Work.” Doing so will move the repair order into the “Completed” column.
Note: repair orders will automatically hit Tekmetric’s Tech Board once the customer has given approval. You can configure user permissions to enable your technicians to mark repair orders as complete. However, to minimize confusion, we recommend keeping this capability of marking repair orders as complete to service advisors.
Once a job is complete, the service advisor can jump into the repair order and select the payment tab on the top bar. In the payment tab, the service advisor can collect payment in a number of ways, including cash, check, and credit or debit card. The service advisor can click the green “View & Share Invoice” button to send the customer an invoice. If your shop has Tekmerchant text-to-pay set up, the service advisor can send the invoice directly to the customer’s phone.
When the service advisor clicks on the three dots on the upper right corner of the repair order card after the customer pays in full, they’ll see the option: “Post as Paid.” We recommend that the service advisor doesn’t click this option until after the customer has picked up their vehicle, because clicking “Post as Paid” results in the card getting categorized as “Paid” in the Job Board. If a service advisor needs to move the repair order back to the Job Board, they can click on the dropdown menu right next to where it says “Job Board” in the top bar, and click on “Paid.” Then, they can find the repair order they want to move back, click the three dots in the right-hand column, and click “Unpost.”
If a customer hasn’t paid yet, the service advisor will see these options after they click on the three dots on the upper right corner of the card: “Post to A/R” and “Reopen RO.” Selecting “Post to A/R” is for sending a repair order to the accounts receivable department. This option is for charge accounts, or for customers who want to pay in installments rather than in full.
The “Reopen RO” option is for situations where something needs to be updated in the repair order at the last minute, like adding a charge for a missing part.
Once a ticket has been paid in full, the service advisor can view it later by clicking on the dropdown menu right next to where it says “Job Board” in the top bar, and clicking “Paid.” If the ticket gets sent to the accounts receivable department, the service advisor can click on that same drop-down menu and select “Accounts Receivable” to view it.
Sometimes, service advisors will want to change up their view of the Job Board to access different types of information faster. With Tekmetric’s Job Board, they can quickly sort and organize current jobs.
Service advisors can navigate to the top bar of the Job Board and select whether they want to populate the information on the Job Board by:
Service advisors can also use the Job Board’s search bar to their advantage and immediately find specific jobs. For example, they can search for a vehicle year or customer name, and the relevant repair order will appear on their screen. With the search bar, the service advisor will spend even less time hunting down a specific repair order!
With Tekmetric, you’ll have access to the same information as your service advisors and technicians. You can use the Job Board to keep an eye on repairs without disrupting your team.
As your team becomes more and more confident using Tekmetric’s Job Board, they’ll be able to self-manage. In turn, you’ll have more time to focus on the high-level aspects of building your business, such as using Tekmetric’s realtime reports to forecast sales. Or, you might decide to use your newfound time and flexibility to take a much-needed vacation—all while still being able to see what’s going on at your shop. As long as you have a device and an internet connection, it’ll be like you never left!
With Tekmetric’s Job Board feature, you and your team can know exactly what’s happening with each repair at your shop at any given time.
Service advisors will be able to see how far along each repair is, track exactly what each technician has on their plate to appropriately assign outstanding repairs, and keep customers updated along the way.
Tekmetric’s other features are looped into this process. Our digital vehicle inspection (DVI) feature makes it easy for your team to show customers what’s wrong with their vehicles, and the estimate process gives customers an efficient way to approve and decline jobs.
Of course, seeing is believing. Ready to see for yourself how Tekmetric works? Schedule a demo today!