Appliance repair business software

From a symptom on the phone to a booked repair

Most repair calls start with a symptom, not a diagnosis. "The fridge is warm." "The washer is leaking onto the laundry floor." Your technician needs the appliance type, brand, model, error code and address, and callers rarely offer all of it without being asked.

The repair enquiry, step by step

1. Answer. Forward missed or overflow calls to Sophiie while your technicians are behind a fridge, or have her answer first. Website chat and texts about faults join the same workflow.
2. Capture. Sophiie asks for the appliance type, brand, model, symptom, error code, urgency, address and access.
3. Sort. A leak that is still running follows your urgent rules. A noisy dryer or a fridge running warm moves toward a booking.
4. Hand off. Before anyone rings back, the dashboard shows the call summary with the brand, model and error code the customer gave.
5. Book and remind. The visit is booked into the calendar, the customer gets a confirmation and a reminder, and the job record carries the model and fault notes to the technician.

Example: a washing machine leak

For example, an appliance repair business might tell Sophiie to treat any active leak as urgent. She takes the brand and model, whether water is still coming out, the address and the best callback number, then flags the enquiry and follows your escalation path. If you'd rather a technician speaks to them, Sophiie can transfer the call and pass on the model and the leak details first. She doesn't tell the customer how to stop the leak or whether the machine is safe to use. Your technician makes that call.

Example: a fridge that isn't cooling

A customer's fridge is still running but not holding temperature, and they want someone this week. Sophiie asks for the brand, model, age and symptom, then offers a slot that fits your calendar and the technician who covers that suburb. The repair booking can be confirmed straight away or held pending for your office. The confirmation can include the address, the arrival window, access notes and what the customer should have ready, such as the model number. Your technician arrives knowing the model and the fault instead of asking at the door.

When the job needs a second visit

Plenty of repairs need a part. The job record holds model plates, error codes, parts notes and photos, and a reminder can prompt the callback or the return visit once the part is in. Repeat faults and past invoices stay visible in the customer history, so the office can see that this is the same dishwasher your team looked at last spring.

Quotes and invoices

A standard service call or a common part replacement can be quoted from your service list. When a customer is weighing up a repair against a new machine, Sophiie helps send the quote by email or text and follows up while they decide. An accepted quote becomes a scheduled return visit with the scope attached. After the work, diagnostics, labour, parts, travel and return visits can become separate lines on the repair invoice, and overdue invoices get follow-up on the timing you set. It works alongside your accounting software.

Where Sophiie stops on a repair

Sophiie collects repair details. She doesn't diagnose the fault, confirm which part is needed, decide what a warranty covers or price a repair on her own. She doesn't replace supplier ordering or inventory systems either. Pricing, safety calls, specialist advice and final scheduling decisions stay with your business, and any call that needs a technician goes to one.