Complaints and comebacks

Every complaint, rework and car returning after a repair, handled as a case on its source job. You establish the cause and responsibility, and the rework cost goes into the job result, so you see what mistakes really cost.

01What it is

A case belongs to a source job and can have a repair job. It has a type (complaint, rework, warranty, diagnostic return), a status, a responsibility (undetermined, workshop, supplier, customer) and a rework cost.

The comeback rate compares the number of cases opened in the last 90 days with the number of closed jobs created in the same period.

Every open case shows in notifications, and open complaints with their total cost go to the Owner centre.

ON THE JOB: A case always has a source job.
WHO IS RESPONSIBLE: Workshop, supplier or customer.
THE REAL COST: Rework cost lowers the job margin.

02What it is for

Fewer comebacks

The cause on every case shows what to fix.

Cost on the supplier's side

Supplier responsibility shows on their card.

Nothing left lying

Open cases in notifications and the Owner centre.

Quality in numbers

The comeback rate for the last 90 days.

03Main options

The module has a case list, the case form and the case card with Overview, History and Photos tabs.

Open cases at the top

Tiles: all, open, rework cost or workshop responsibility, comeback rate.

Columns: source job, location, vehicle, type, rework cost, status
Filters: status, type, responsibility, search
Quick status change from the row

04Tasks step by step

STEP 1Open Modules › Extra services › Complaints and comebacks and add a case.
STEP 2Pick the source job, enter a title and description. Customer, car and location are copied from the job.
STEP 3Add photos of the fault on the case card.

05Actions

The most common tasks around complaints.

New case

Complaint, rework or comeback.

Mark status

Status change from the list.

Photos

Evidence of the fault and the repair.

06What it connects to

Choose a module to see how it connects to complaints.

CUSTOMERS

Jobs

The job card has a shortcut to the job's complaints.

Go to the topicJobs