A three-branch repair chain answered the same question all day: is my device ready? We built an intake-to-pickup pipeline — photo job cards, WhatsApp quote approvals, stage-by-stage updates and payment links — cutting status calls by 85%.
Typical results
2 hrs
Quote approval time
88%
Devices picked up within 24h
100%
Repairs approved in writing
Figures reflect typical results for this kind of automation.
The challenge
Across three branches, technicians fielded roughly 60 'is it ready?' calls a day — each one an interruption mid-repair. Quotes were approved verbally over the phone, which meant disputes at pickup, and finished devices sat on shelves for days because nobody told the customer. Front-desk staff spent more time on the phone than on intake.
Before and after
Status calls per day
−85%Quote approval wait
−92%Picked up within 24 hours
+96%The automation
We rebuilt intake around a digital job card: device photos, fault description and serial captured at drop-off, with a diagnostic quote generated from the price book on the spot. Customers approve the repair on WhatsApp with one tap, get an automatic update at every stage — diagnosed, parts ordered, in repair, ready — and receive a pickup notification with a payment link the moment the technician closes the job.
How it works
- 01
Job card at drop-off
Photos, fault description and serial number captured in a structured job card — with an instant diagnostic quote from the price book.
- 02
Approval on WhatsApp
The customer approves the quote with one tap; the repair queue only ever contains authorized work.
- 03
Updates at every stage
Diagnosed, parts ordered, in repair, ready — each stage change fires an automatic WhatsApp update.
- 04
Pickup with payment link
Closing the job sends a pickup notification with a payment link, so collection takes a minute at the counter.
- 05
Aging repairs escalate
Devices waiting too long for approval or pickup surface on a branch dashboard before they become shelf furniture.
Starts from
- Device photos at drop-off
- Fault description & job card
Delivers
- WhatsApp quote approvals
- Stage-by-stage status updates
- Pickup alert with payment link
The impact
Status calls dropped 85% — from about 60 a day to nine across all branches. Every repair is now approved in writing, ending pickup disputes; approval waits fell from 26 hours to two, and 88% of devices are collected within a day of being ready, up from 45%.
Questions about this automation
How do customers approve a repair quote?
At drop-off the job card captures photos, the fault and the serial number, and a diagnostic quote is generated from the shop's price book. The quote is sent on WhatsApp with approve and decline buttons. The tap is logged on the job card with a timestamp, so every repair has written approval before work begins.
Which updates does the customer receive along the way?
Each stage change on the job card sends an automatic WhatsApp message: diagnosed, parts ordered, in repair and ready for pickup. The final message includes a payment link, so the customer can pay before arriving. If the repair needs a higher quote after diagnosis, a new approval request goes out first.
What happens to devices that wait too long?
Repairs waiting past a set number of hours for approval, and devices left uncollected after they are ready, appear on a branch dashboard and trigger reminder messages to the customer. Staff review the aging list each morning. It is a multi-step build, usually rolled out in stages, starting with one branch.