Warranties and after-sales service
When the homeowner signs the handover off, every item with warranty months becomes a warranty from that day. The client asks for service from the Client app with a photo, and the team sees at once whether it is under warranty. With SmartMy Desk each request becomes a helpdesk ticket.
PLANSFrom Growth
The problem it solves
- A client calls about a sagging shutter, and nobody can find whether it is still under warranty.
- Warranty cards go to the client and the firm keeps no list.
- Service calls are taken on the phone and forgotten.
- Warranties end without a courtesy check that could have brought the next job.
How it works
- At handover, list each item with its room, brand, serial or model, warranty months and care guide.
- When the client signs off, each item with months becomes a warranty: From the handover date, Until worked out, with the care guide.
- The client sees their warranties in the Client app after handover and presses Ask for service with what is wrong and a photo.
- The request says whether it is under warranty, from the item and the day it was raised; if not, the team puts the charge. The client relationship lead, or the project manager, gets a to-do.
- Plan the visit with a date and a technician, then mark it Done.
- With SmartMy Desk, the request also makes a helpdesk ticket. When the ticket is closed, the request becomes Done by itself.
Everything it does
Warranties
- Item, project, client, room, brand, Serial / Model, From, months (12 for one added by hand), Until, care guide
- Made from the handover, or added by hand
- Filter Still Under Warranty
- Once a week, warranties ending in the next 30 days give the client relationship lead or the project manager a to-do for a courtesy check
Service requests
- What Is Wrong, project, the item (a warranty of the project), photo
- Under Warranty worked out from the item's Until and the day the request was made; Charge otherwise
- Statuses: New, Visit Planned, Done, Cancelled; visit date, technician, notes
- Filter Open
With SmartMy Desk
- Each new request makes a ticket for the client with the project, the item, the room and whether it is under warranty
- The ticket shows on the request
- Closed tickets mark their requests Done (checked every hour)
Who uses it
Client relationship leadGets each service request and the courtesy-check to-dos.
Service technicianVisits on the planned date and marks the request done.
HomeownerSees warranties and care guides and asks for service from the Client app.
Where you use it
- Web: Interiors > Projects > After-sales > Warranties and Service Requests
- The SmartMy Interiors Client app: Service, with Warranties and Ask for service (built and in testing, not in the app stores yet)
- SmartMy Desk: the helpdesk ticket, when installed
- Not built: a web page for service requests without the app; the team logs phone calls on the web
What you control
Settings
- Warranty months and care guide per handed-over item
- Who leads Client Relationship on each project's team
Notifications
- A to-do to the client relationship lead (or project manager) for each new service request
- A to-do for each warranty ending in the next 30 days
Works with
SmartMy DeskService requests become helpdesk tickets; closing the ticket closes the request.
Questions
Do we need SmartMy Desk?
No. Warranties and service requests work on their own. With SmartMy Desk each request also becomes a ticket for your service desk.How is "under warranty" decided?
From the item's Until date and the day the request was raised. If the client picks no item, it is not under warranty until you link one.Can we add warranties for jobs done before SmartMy?
Yes. Add them by hand on the project with the item, the start date and the months.Which plan has it?
Growth and Scale.Related features
PROJECTSSnags, handover sign-off and client billingEvery snag is logged with a photo before and closed only with a photo after. The homeowner signs the handover off on a page with the items, warranties, care guides and keys. It goes only once snags are closed and cleaning and QC are done. The last client bill falls due as the job enters Closure.APPSThe SmartMy Interiors appsThree phone apps on the same data as the web. SmartMy Interiors for sales, designers and managers; SmartMy Interiors Site, which works without signal; SmartMy Interiors Client for the homeowner. Built and tested against a test server; not yet run on a phone and not in the app stores.PROJECTSProject feed and key eventsOne feed per project where updates, the daily work log, payments and stage changes land, each marked with who may see it. Key events such as the design presentation, site marking, installation and handover carry their own readiness checks. They also carry invitations the client answers from a link, reminders and follow-ups.PROJECTSDashboards: Sales, Design, ProjectsThree ready dashboards open first in Interiors. Sales and Design are for the whole team, and Projects is for managers. Every number counts only what the viewer may open, and a click shows the records behind it.
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