Development, Events, News
May 29, 2019

RepairQ 1.16: Qsite Opportunities, Categories, Compatibility, and Auto/Pre-bundling

RepairQ Release 1.16

RepairQ 1.16 includes features that have been widely requested by our user base. Our latest release showcases major improvements and additions to our online, customer experience tool, Qsite. We want to empower you to engage your customers and improve your check-in and ticketing processes. New and improved pre-sales touchpoints, more visual user interfaces, and customization options are just a few things that await you in 1.16.

Watch the full walkthrough demo here

Major Features

Qsite – Opportunities**

Qsite Opportunities is a simple, but effective tool that can be embedded in your website to engage your visitors, capture leads, and convert leads into customers through Opportunities in RepairQ. Qsite Opportunities includes the ability to browse and select a location, drill into Categories to find a catalog item, receive a quote for that item, and schedule an appointment with that location. This new feature will not affect or replace legacy Qsite functionality for checking ticket statuses. The original Qsite app is now called Qsite Status.

Qsite Opportunities includes:

Location Finder

If you operate more than one location, Qsite’s Location Finder can present your locations for a lead to search, browse, and select, directing Quotes, Contact Forms, and Appointments to the appropriate location.

Get a Quote

Qsite Quotes allows your leads to use Categories to browse and locate an item in your catalog, so they can receive a real-time quote price or a request to be contacted for a quoted price.

Contact Form

Qsite Contact Forms provides a form to collect a lead’s contact information and transfers it into a contact record in RepairQ. In this version of Qsite Opportunities, a Contact Form is required before presenting Quotes to leads.

Appointment Scheduling

Qsite Appointments allows a lead to browse the schedule of a location, select an available time slot, and confirm scheduling of an appointment. Enhancements to Appointment Management are also included in 1.16, including being able to cancel or reschedule an appointment record, as well as associating a quote ticket with an appointment.

Major Enhancements

Item Grid*

Your Item Grid is a fully customizable, visual tool used to quickly navigate and find items to add to a ticket. You can focus your Item Grid experience on the categories and items you sell the most. With compatibility and pre-bundling, combined with your Item Grid, finding and adding the correct items to tickets has never been easier.

Categories*

Build a hierarchy of categories to drive visual browsing of your catalog through Item Grids to select repair devices, trade-in items, ticket items, and more. Paired with category images and catalog item images, you can create Item Grids for a truly visual, point-and-click item selection experience for your staff and your customers.

Compatibility*

Use Catalog Item Compatibility to associate a parent catalog item with one or more compatible children catalog items. You can reinforce effective business practices and decrease ticket transaction time by eliminating non-compatible items when adding parts, services, and other items. Setup compatibility for devices to enforce compatible services, parts, or other items, and use compatibility for bundles to specify which items can be bundled under a parent item.

Pre-bundling*

Save yourself time and reduce human error by automating item bundles. Using compatibility, you can configure children items to automatically add along with their parent items.

Customer Intake Improvements*

All contact and customer forms have a new interface designed to speed up customer intake by focusing on satisfying required fields as quickly as possible. As you fill out a new customer form, RepairQ automatically checks for an existing match to save you time and prevent duplicate customer records.

Open Items Alert*

To help your staff focus on the right step after identifying a customer on a ticket, we created a new “Open Items Alert” which loads any existing transactions or opportunities (tickets, quotes, or appointments) that are open for a customer. The Open Items Alert helps you identify early on whether you should continue an open item, or continue with creating a new ticket. This will save time spent on intake as well as helping you maintain accurate opportunity conversion rates (quotes and appointments).

Catalog Item Search Improvements*

The ranking algorithm was improved for Catalog Item based searches, and you can now search for key-phrase matches using quotes. For example, you can search for “iPhone X Space Gray” to limit your search to items that match the full phrase.

Other Improvements

  • Invoice Remittance performance optimization
  • Invoice Backdating** – this feature allows you to record payment for a previous date, and you can close the tickets for a date in the past to reflect the actual revenue date
  • New Appointments dashboard in Business Intelligence
  • Receipt/Invoice bundle price and tax display – we made some adjustments to receipts and invoice print settings to more clearly reflect the available options
  • Added Billing Agent Filter and Column to reports
  • Quotes can now be attached to appointments for opportunity conversion through Qsite
  • Added customer referral code
  • Added location region field
  • Added location website URL field which is available in automated notifications
  • Announcement settings received a “select all locations” option
  • New Integrations page

The Future of Qsite

What are other uses of Qsite we anticipate in the near future?

  • Status – A redesign of the original Qsite tool used for customer lookup of open tickets to view the status, price, and notes regarding a repair.
  • Appointments – (Standalone) Currently bundled into Opportunities – in the future, we will make it easier to deploy Appointments as a standalone tool.
  • Check-In – Will be a new tool, deployed as a separate tablet-based kiosk (similar to Qpop) for assisted and unassisted check-in of leads as they walk-in to a location.
  • Virtual Aisle (WIP) – A tool used to browse a virtual list of products in a storefront, select an item, add it to a ticket, choose a fulfillment option of pick-up in store or deliver to home, and pay for the item in-store.

 

*Denotes a feature that will be available to ALL users and plans including legacy plans.
**Denotes a feature that is only available on Advanced and Professional plans. If you are on a RepairQ Legacy plan, Essentials, or another custom plan, please email supprt@repairq.io with the title “1.16 Upgrade” for more information.

Jared Warren

Jared is the Digital Marketing Manager for ServiceCentral Technologies. He is the lead copywriter for all digital content related to both ServiceManager and RepairQ, and enjoys spending his time outside the office dedicated to his passions of competitive gaming, reading, and his wife Rachel.

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Development, Education, Events
March 27, 2019

The Top Three Reasons Why Inventory Tracking is Important For Small Business

There are a lot of things that go into creating and maintaining a small business but inventory tracking is something that should never be overlooked. Let’s dive into the benefits that accompany proper inventory tracking techniques and processes.

Reputation Management

Businesses either thrive or die on reputation. Inventory tracking can give you accurate accounts of stock so that you can confirm all transactions, allowing you to deliver on time and set (and even exceed) customer expectations. There is a major need for differentiators in a highly competitive industry, and you should be doing everything in your power to stand out.

Sales and Business Management

Incorrect inventory levels can directly cause a major loss in sales. The last thing you want is a customer ready to purchase an item you think is out of stock, only to find that item later. With organization and tracking, you will also have a great way to keep track of lost or stolen items. Proper inventory management will save sales and improve your bottom line.

Storage and Efficiency

Some inventory tracking softwares (namely RepairQ) make it easy to organize and maintain stock levels and inventory. Take advantage of one of these systems to help keep everything in a place that you and your employees can easily find. This will save time and should help your overall operational efficiency.

David Spence

David is one of ServiceCentral’s incredibly talented Business Development Specialists. When he isn’t taking calls and hustling for the company, he is gaming, riding his motorcycle, or blasting some sick riffs on his guitar.

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Development, Education, Events
May 14, 2018

Security and You: How RepairQ Protects Retail Repair Merchants and Their Customers

What’s the problem?

Data security is a hugely important topic, and for a good reason.

There were over 1500 data breaches (that we know of) last year, and more than 150M plus records were compromised (according to the 2017 Data Breach Year-End Review released by the Identity Theft Resource Center® (ITRC) and CyberScout®).

What’s at risk?

Data security, especially when it comes to consumer personal data, is a critical topic that’s showing up in the news more and more frequently.

Small retail merchants may not think much about data security on a daily basis, but putting consumer data at risk, even for a small business, can have dire consequences.

At RepairQ, we take consumer data privacy and security very seriously. Regardless of whether we’re supporting small business owners or enterprise businesses, data privacy and security is a top priority for our team. – James Schellhorn, RepairQ Product Team

If you’re a retail merchant and new to the data security conversation, here are a few topics that may be important for you to consider.

All data is important, however there is critical data that retailers should be the most concerned with.

Personally Identifiable Data

Personally identifiable information (PII) is any data that could potentially identify a specific individual. Most recently, PII has become a central topic in the EU where a policy has passed that places strict rules and heavy fines for merchants, software companies, or any other custodians of PII that may input, store, or transfer consumer data.

What does RepairQ do to protect Consumer PII Data?

The RepairQ software provides a secure way of storing this information in accordance with generally accepted security practices, including encryption in transit, principle of least privilege within the configuration of security classes, and a program of regular code reviews, along with external penetration tests. While we are confident that the software can provide our customers with the ability to protect consumer data, it’s important to note that policies like GDPR still require participation from merchants to be diligent about who, where, and why consumer data is collected and made available.

Credit Card data

Exposure of consumer credit card data is one of the highest risk and potentially damaging exposures that a merchant should be concerned with.

What does RepairQ do to protect credit card data?

RepairQ employs the highest in security standards certified by the PCI Council. EMV ensures that the credit card used by the consumer is authentic and removes liability from the merchant if the card is indeed fraudulent. P2PE plus tokenization ensures that consumer credit card data is encrypted from the point of swipe, manual keyed entry, or chip insertion. RepairQ is one of the only software providers of retail repair software to deploy and manage a 100% P2PE solution certified by the PCI Council. To learn more, head over to the integrated payments page.

What’s the cost?

Ponemon Institute estimates an average breach cost of $3.5 million in 2017, with a 27% probability that a U.S. company will experience a breach in the next 24 months that costs them between $1.1M and $3.8M (According to Ponemon Institute research sponsored by IBM).

Want to talk consumer data and security with our team? We’re here to help.

Author

Jared Warren is the Digital Marketing Manager for ServiceCentral Technologies. He is the lead copywriter for all digital content related to both ServiceManager and RepairQ, and enjoys spending his time outside the office dedicated to his passions of competitive gaming, reading, and his wife Rachel.

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What’s new with RepairQ?

Opportunities Management, New Integrations, UI Updates, and More!

Spring is in the air and RepairQ is hitting the ground running with a brand new release, which features the first batch of Opportunities related functionality, user interface improvements, new promotions, and much more!

Opportunities Management Suite

Contacts

Tracking relationships is essential in developing and maintaining your sales process. In the past, RepairQ users could only track one or two structured types of relationships, like a Customer. Now with Contacts, you will be able to create and track a whole new type of relationship, assign custom tags to them (like lead or prospect), attach quotes and appointments to them, and convert them to a Customer after their first sale. Contacts, just like Customers, can be searched, attached, tracked, and reported on.

Quotes

With RepairQ 1.15, you are now able to create quotes for customers and leads, print or email them, and then convert quotes into tickets after they are accepted. A quote has all of the features of a “regular” sale/repair/trade-in ticket with a few minor differences:

1) Inventory is not consumed.

2) Quotes are not included in revenue reports.

Converting a quote to a working ticket is a one-click process, and inventory stock is pulled at the time of conversion. Quotes can have their own workflows, leveraging the ticket status system to track progress, and the automated notification rules can be configured specifically for quotes.

 

Appointments

“When would you like to come in?” Now with appointment scheduling built into RepairQ, you can book appointments for customers and leads, create new tickets from appointments, and track your upcoming appointments on an easily accessible calendar view.

Appointments are created with the customer’s request and device information so that when the customer checks in for their appointment, creating their ticket for service is a push-button process. You can also create a new lead record in the process of booking an appointment, so if the appointment does not convert, you retain the customer’s information and device info in the leads list so that you can perform targeted marketing.

Appointment notifications are configurable, including appointment reminders, and you can keep track of appointment statuses and resolutions with the customizable status system.

Managing your appointment calendar rules is highly customizable, and it honors your store hours, holidays, time slot durations, concurrent appointments allowed, and more.

User Interface Improvements

We’re excited to announce that starting with Release 1.15, RepairQ will be upgrading its User Interface! You will notice a fresh new look starting to unfold, beginning with Appointments, Contacts, and Company Settings, along with a few global elements.

If you want to read more about these improvements and the future of the look of RepairQ’s UI, click here!

Pricing Plan Changes + Billing Page Updates

We have also restructured our pricing plans. We won’t ever force you to switch because our goal is to continually empower our users, and this is no exception. Simply put, you can keep your Standard or Enterprise plan for life. Don’t change until you are ready.

We are now offering three simple plans that each effectively fill industry needs for every stage of business. Users are included in the base price, and we are also adding options for annual pricing and special incentives that will save you money over time (up to 20% off).

Check out all of the new pricing plans and promotions on the pricing page.

Settings Localization

Managing large organizations is now much easier, and you can configure specific settings for local and regional differences.

  • Combined Global/Company and Location Specific Settings
  • Location Specific Settings
  • New Catalog Local Overrides
  • Catalog Scope Global/Company vs Location

Enterprise Management

Managing large organizations is now much easier by allowing users to configure specific settings for local and regional differences.

Pervacio Integration

RepairQ is integrated with one of the industry’s leading electronic diagnostic tools. Pervacio runs comprehensive automated and semi-automated tests, and provides a comprehensive report with test results as well as suggestions for improvement to areas like battery life. RepairQ pulls report data via device serial number and saves it into a new custom form field type which you can add and enforce with our powerful custom forms system. This gives you the ability to save, view, print electronic test results for any RepairQ sale, repair, refurb, or trade-in.

Warranty Life Bundle Offers

Working with Warranty Life, RepairQ automates the process of selling a new advanced protection offering for the industry.  Through our integration with Warranty Life, you can now offer three new bundle offers to your customers and you can display and/or promote them directly through Qpop with the latest release! When a warranty bundle offer is available for a device repair or sale, the offers are displayed to the customer on Qpop so that the customer can follow along with the pitch.

MyCoolCell Integration

A new purchase order integration is available with MyCoolCell in RepairQ! The integration supports purchase order building through live stock checking and pricing, and placing an order from RepairQ purchase order is a push-button process.

MobileSentrix Integration

A new purchase order integration is available with MobileSentrix in RepairQ! The integration supports purchase order building through live stock checking and pricing, and creating a shopping cart with MobileSentrix from RepairQ purchase order is a push-button process. Status updates from MobileSentrix are pushed back to RepairQ so you can stay on top of status updates, shipments, and more!

Everything Else Coming in 1.15

Our newest release is brimming with other updates, features, fixes, and improvements that aren’t listed here. Read more about the switch location feature, Accounting Journal improvements, tax-inclusive pricing, new integrations, and more on our Knowledge Base article here.

Development, Education, Events
April 27, 2018

Opportunities Feature Highlight

We are so excited to release a brand-new set of tools to RepairQ that will positively change the way you manage your business’s sales opportunities.

With 1.15, RepairQ will offer shop owners a powerful CRM-inspired toolkit to create, track, and convert sales opportunities into happy, loyal customers. This release will be one of several to add new tools to what we’re simply calling our Opportunities Management Suite.

Contacts

Tracking relationships is essential in developing and maintaining your sales process. In the past, RepairQ users could only track one or two structured types of relationships, like a Customer. Now with Contacts, you will be able to create and track a whole new type of relationship, assign custom tags to them (like lead or prospect), attach quotes and appointments to them, and convert them to a Customer after their first sale. Contacts, just like Customers, can be searched, attached, tracked, and reported on.

Quotes

Many repair and retail sales start with a simple Quote in-person, over the phone, or via email. Now, in RepairQ Opportunities, you can capture those Quotes, share them, track, and convert them into tickets after they are accepted. Converting a Quote to a working ticket is a one-click process; inventory stock is pulled at the time of conversion. Quotes can have their own workflows, leveraging the ticket status system to track progress, and the automated notification can be just for Quotes.

Appointments

Many walk-in retailers are pushing to create more convenient and premium experiences for their customers, including reserving time to meet them. Now in Opportunities, you can create, track, manage, and check-in Appointments for your Contacts and Customers. Appointments are more than just time blocked on a schedule. Tracking Appointments as an Opportunity allows you to note who is coming in, what type of transaction they are interested in, device and diagnostic information, additional notes, and which staff member they’re assigned to. Manage your Appointment program health by tracking your upcoming Appointments, ones that show up to your shop, and those that never made it.

This is just the beginning of a series of powerful tools planned for Opportunities. As a teaser, here are a few additions that we’re already working on for the following release.

Inquiries

Sometimes an Opportunity simply starts with a question in email or over the phone. While less structured than a Quote or Appointment, capturing who, what, and when is no less important. Soon, Inquiries will give these Opportunity types a new place to be recorded and tracked. Inquiries will be linkable to Contacts and convertible to Quotes, Appointments, and Sales, helping to expand your ability to track your relationships throughout the sales process.

Qsite

RepairQ’s customer service companion app, Qsite™, will be getting a major facelift over the next few releases! Initially released to support customer repair ticket tracking, Qsite will be expanded to include a range of Opportunities tools that you can extend to the web, including capturing Inquiries and scheduling Appointments online.

Author

Jared Warren is the Digital Marketing Manager for ServiceCentral Technologies. He is the lead copywriter for all digital content related to both ServiceManager and RepairQ, and enjoys spending his time outside the office dedicated to his passions of competitive gaming, reading, and his wife Rachel.

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Development, Education, Events
April 27, 2018

New Look, New Q - User Interface Updates

We’re excited to announce that starting with Release 1.15, RepairQ will be upgrading its User Interface! You will begin to notice a fresh new look starting to unfold, beginning with Appointments, Contacts, and Company Settings, along with a few global elements. This is the first in a series of major improvements we will be making this year.

 

 

We are taking a lot of what you know and love about RepairQ and updating it with a sleeker, more modern design palette. In addition, we are working to improve RepairQ’s overall responsiveness on more screen sizes and optimizing for touch experiences.

In 1.16 and subsequent releases, we’re focusing on major enhancements to your user experience by optimizing areas you use the most, like customer check-in, sales checkout, as well as technician workflows.

Over the years, you’ve shared valuable feedback on how we can enhance RepairQ to better fit your needs. In the past, we have focused significant effort in expanding RepairQ functionality, but this year we are proud to turn our attention back towards speed, usability and your overall experience.

We’re committed to continue providing you with the best retail repair and service software in the industry and hope these changes will serve you and your business well!

We will continue to inform you of upcoming improvements and encourage you to keep the feedback coming.

Author

James Schellhorn is the CBDO of ServiceCentral Technologies and leading Creative and Marketing Director at RepairQ. A connoisseur of the finer things in life, James enjoys spending time at the gym, tasting craft beers, and appreciates a well-prepared cheese board.

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A Tulsa-based software company, RepairQ, is merging with ServiceCentral Technologies to improve the quality of life for small business owners around the globe.

Traditional brick-and-mortar retail is evolving every day and small, local businesses are  painfully realizing that it’s time to adapt or slowly slip into obscurity. RepairQ and ServiceCentral have banded together to make that overwhelming concept a bit less daunting by equipping retailers, who see the potential of device repair, with the tools and resources to connect big brands with local consumers.

Local brick-and-mortar retailers suffer year over year in an ever-changing market where the customers’ focal point is no longer the product, but rather the service experience. However, one industry that isn’t floundering is the device repair industry. Why is that? A study shown by SquareTrade explains that one in three smartphones will either encounter repairable hardware issues or become damaged over the period of their usage. That, paired with the increased cost of consumer electronics over the past five years, encourages consumers to hold onto their devices for longer periods of time, which in turn positively affects repair industry growth. Even Dish Network has started to branch out from its traditional satellite installation offerings by offering a delivery-based device repair service.

The cell phone repair industry is booming, with an estimated 4 billion in revenue last year and an expected three percent increase by the end of this year. The merge between RepairQ and ServiceCentral is embracing and harnessing that growth to help OEMs, like Apple and Samsung, connect with more local, authorized repair companies. If fact, Apple has recently announced they are expanding the availability of it’s “Horizon” machine to more authorized repair centers. Not only does this help the brick-and-mortars with their supply chain network, but it also supports the end user by providing a cost-friendly and convenient alternative to OEM specific retailers, like the Apple store. According to an article in the Economist, “Authorized dealers are often far-flung, much more expensive than independent ones and often cannot fix a problem.”

“Authorized dealers are often far-flung, much more expensive than independent ones and often cannot fix a problem.” 

RepairQ and ServiceCentral’s partnership is focused on alleviating those issues for both customers and the local brick-and-mortars servicing them. Every two seconds, somewhere in the world, a smartphone breaks, cracks, or malfunctions. iPhone users alone have spent 14 BILLION dollars repairing their devices over the past ten years – and that’s ignoring the opportunity cost of travel, time, and energy! Our goal is to influence the market by enabling any level of business in the retail space to compete with the “big guys”.

This merger enables shops to simplify their processes required to offer repair services and their ability to serve consumers more quickly with OEM services, saving them (and their customers) time, effort, and money. For the many manufacturers of consumer electronics, this access to local retailers is unprecedented and brings proximity to end users like never before.

“For the many manufacturers of consumer electronics, this access to local retailers is unprecedented and brings proximity to end users like never before.”

As the repair industry continues to grow and the world’s reliance on consumer electronics deepens– people will need access to high skilled repair services and the original manufacturers will want more control over how their devices are repaired. As recent history has shown, the retailers who see the writing on the wall and make the moves to adapt to an evolving industry are the ones who will be left to serve the needs of the consumer.

Author

Jared Warren is the Digital Marketing Manager for ServiceCentral Technologies. He is the lead copywriter for all digital content related to both ServiceManager and RepairQ, and enjoys spending his time outside the office dedicated to his passions of competitive gaming, reading, and his wife Rachel.

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Community, Events, Uncategorized
January 8, 2018

Title of Blog Post Here

It’s 8:00 am. Time to wake up. Yeah yeah, I know – I’ve got it easy. I have a five minute commute to the RepairQ office, which is located near the heart of midtown Tulsa on a street lovingly dubbed by Tulsan’s as “Cherry Street”. Walking through the front doors (after finding a spot in our narrow-spaced, shared parking lot, I am greeted by the boisterous front desk attendant of our building, Charlene. She works for the high-end salon that we share a building with. After a passing greeting, I step through the glass door that leads into the bottom half of the RepairQ office.

The front room is outfitted for customer support and our Tulsa development staff, with Mac computers and extra monitors lining the workspaces. Each member has a setup of two monitors and is equipped with a hefty, over-the-ear headset so they won’t have to listen to me discuss things loudly in the next room with the marketing or executive teams. I greet the team cheerfully as I pass through the room, and am typically responded to with various grumbles like “It’s too early for this” or “For the last time, please stop talking to me before 9AM”.

As I slide a massive wooden barn door out of the way to gain entry to the marketing room, I am greeted by my bubbly teammate, Chelsea Williams, the Senior Graphic Designer at RepairQ. I plop down in my comfortable ergonomic rolly-chair and settle in for a long workday. The walls are painted a pale green color, and reflect the overhead soft white lights to create a calm, soothing atmosphere. Our room would best be described as eclectically artistic, with random artifacts littering the shelves, like a typewriter from the 1950’s, an original Macintosh computer, a hotdog hat, and an farcical imitation of Jackson Pollock painting done by someone’s kid.

There are also pictures of team members, silly awards, phone numbers, brand standard fonts and colors, and a torn-in-half phone book from our former Marketing Director (we bet him lunch he couldn’t rip it in half) hanging up on our walls. Its as big as the previously mentioned room, but for some reason, only Chelsea and I, and sometimes our boss James, occupy its space (as opposed to the seven members on the opposite side of the wall). Its cozy.

I grab my black notebook, which I take with me everywhere, and review my notes from the previous day. Then, I go through the typical morning routine, check my email, review any assignments that may be falling by the wayside, and wait for James, our direct supervisor, to drop in for our daily morning standup meeting. We will take a look at any outstanding projects that need attention, talk about upcoming UI updates, and discuss any major communications that need to be deployed to better engage with our customer base. We also use this time to schedule any meetings we may need with other departments, which is generally comprised of executive meetings with the development team.

That’s one of the endearing things about working at RepairQ. Even though the Tulsa office is relatively small, with approximately eleven in-office employees, we have double that working remotely solely on RepairQ. This can make communication and project direction a bit complicated when the individuals involved in the success of a project aren’t physically around for meetings and brainstorming sessions, so as you can easily imagine, we have quite a few teleconference and screen-sharing meetings via our technological lifeline, the internet.

After setting out a rough plan for the day within our team, we set to work on fulfilling our tasks. For me, that typically means scouring the dredges of the internet to find content for our social media accounts. Then, most likely, the marketing team will sit in on a sales demo, or have a meeting to discuss a specific project more in depth. Currently, that project that we are focusing heavily on is a mindblowing UI overhaul for the RepairQ software.

Noon… Lunchtime! We typically either bring our lunches from home or walk across the street to Reasors, a local grocery chain, and when I say “we”, I mean Josh, our web developer, and myself. They have the best chili in town, which helps make a cold, blustery day a bit more bearable. After enjoying my chili, I sit back down and finish out my day with meetings or other marketing related tasks. Once I have the desire to take a break, I meander out through the north side of our room, which leads to a staircase that takes you upstairs.

Once up the stairs, it opens up to display several different offices: an architect firm occupies one, the others are tended by a team of casino specialists and tech gurus. Wandering further down the corridor, I am greeted by a common area that has plush leather couches, a big screen TV, and various snack-type foods shored up in round, plastic dispensers. After a handful of granola or goldfish, I stretch a bit, and then head back to my office to wind things down.

Five o’clock rolls around eventually, we say our goodbyes and head home to our loved ones. Until the next morning where I clamber out of bed to do it all again. I do really look forward to Fridays though, because James brings us all donuts, churros, sausage rolls, or some other confectionary delight that makes working here a bit more awesome.

Author

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LOCAL SUPPORT OPTIONS IMPROVE TURNAROUND TIMES, INCREASING CUSTOMER SATISFACTION

ServiceCentral & RepairQ merge to bring expanded software solutions for mobile and consumer electronics service organizations.

sct plus rq merger

This originally appeared on: http://www.prweb.com/releases/2017/10/prweb14807620.htm

ATLANTA, GA – Today, ServiceCentral Technologies, Inc. and RepairQ announced their merger and integration of their respective software products to greatly expand solutions for warranty and repair service providers.  The combined companies, headquartered in Atlanta, Georgia, will have a global reach of over 500 customers with users in over 100 countries.

ServiceCentral is a leading software provider for managing enterprise service operations for OEMs, carriers, and authorized service centers. RepairQ is the leading software provider for retail repair service management. Together, they will offer an end-to-end service network solution for enterprises managing post-sales service operations from the initial customer touch points through final service resolution.

“We can offer a connected warranty support network to organizations that need more localized service fulfillment”

Steve Teel, SCT CEO

This new alliance will bring expanded service network solutions, along with combined resources, to OEMs, carriers, and other enterprises. It will also enable them to leverage the broad reach of retail ‘brick-and-mortar’ storefronts to offer warranty fulfillment directly to their customers.

“With the combined experience and solutions of RepairQ and ServiceCentral,” Steve Teel, President & CEO of ServiceCentral states, “we can offer a connected warranty support network to organizations that need more localized service fulfillment, helping them connect with their consumers by proximity with a faster, more efficient warranty service.”

“We have long envisioned connecting the growing retail repair industry to enterprise networks needing to improve their service to consumers,” RepairQ CEO James Schellhorn continues. “We believe the retail channel holds a huge advantage based on proximity and personal service to streamline warranty fulfillment, and are excited to innovate a solution that brings the greater industry closer to the consumer.”

 

Over the coming months, RepairQ and ServiceCentral plan to announce a series of software innovations and combined services that will draw their respective industries closer together.

For more information regarding the service plans of the new combined company or to explore the potential of connecting post-sale service to local retail, interested parties are encouraged to contact ServiceCentral at sales@servicecentral.com or RepairQ at partnersolutions@repairq.io.

 

About ServiceCentral

ServiceCentral Technologies, Inc. provides Enterprise Service Management solutions that dramatically increase operational efficiencies and visibility while positively improving the customer experiences. Established in 1992, ServiceCentral streamlines and automates repair, RMA, warranty, and other critical reverse logistics processes with proven and configurable workflows and systems. Enterprise clients of all sizes – mid-tier through Fortune 100 – supporting high availability products and systems rely on ServiceCentral to optimize their service operations and improve customer loyalty and profitability.  For more information on ServiceCentral, please contact sales@servicecentral.com or 404-870-7070.

www.servicecentral.com

 

About RepairQ

RepairQ is a SAAS product, developed by BrickWire LLC, that is used by retail networks domestically and internationally to manage retail sales and repair service operations. Since 2003, BrickWire has provided web applications consulting & development services & solutions in a number of industries and verticals. In 2011, BrickWire launched the retail repair industry’s first comprehensive business management software, RepairQ. Today RepairQ offers a software suite uniquely built to manage the daily operations of a growing network of storefronts. For more information on RepairQ, please contact sales@repairQ.io or 877-230-6317.  

www.repairq.io

 

REPAIRQ CONTACT                                                                SERVICECENTRAL CONTACT

James Schellhorn, CEO & Creative Director                              Steve Teel, President & CEO

Phone: (918) 615-9610                                                                        Phone: (404) 870-7070

Email: support@repairq.io                                                      Email: info@servicecentral.com

**If you would like to read the official press release, please click here.**

An open letter to RepairQ customers.

RepairQ’s mission has always been to help retail repair and service businesses be more organized, more efficient, and more profitable. It’s more than our job. It’s our passion. Over the past seven years, RepairQ has grown from a tiny, fledgling software company within the mobile retail repair industry into a game-changing titan. Our constant feature updates, brilliant support specialists, and attention to our customers’ desires have all worked together to bring us to where we are today. There are unique problems facing repair and many service-based retailers that conventional retail management solutions simply overlook – creating a nice position for RepairQ moving forward. While certain software have found success in highly niche service channels like restaurant, beauty and wellness, home mechanical, auto, and computer repair, very few have taken a clear lead to improve retail operations across multiple service channels. This is where RepairQ is headed: to expand beyond the cellular repair channel and provide a platform highly applicable to a broader repair and service retail market.

 

Why would RepairQ expand into alternative markets?

The cellular repair niche, along with the service category itself, is diversifying. It’s rapidly adapting, especially in the consumer product categories of personal electronics. It’s highly likely retail services will continue to broaden, where unique specializations are replaced with broader applications covering most high-value property. These retailers will rely more on integrated tools, on-the-fly knowledge, referral networks of specialists, and industry partners to provide consumer traffic. This will require software to help automate, integrate, and manage.

 

We also believe that while the US retail economy is shrinking, the local service and repair channels of retail are positioned to not only survive the current decaying retail trend but actually grow. Much of this growth will come from the diversification of traditional retailers looking to maintain profits and relevance in an omnichannel consumer world.

While RepairQ has been wildly successful in a healthy channel, we have a vision for growth in a broader market and recognize our need for more robust back-office service management and reverse logistics.

 

How does merging with ServiceCentral change RepairQ?

Consumer demand for local service offerings by national retailers, OEMs, telecom providers, and other consumer services will be a catalyst for retail repair and service in the next five years. It is likely that by 2020, most remaining traditional US retailers will add and position premium service options at the local level. For example better omnichannel returns and exchanges, improved warranty support, and enhanced delivery services. These trends will expand the need for software solutions focusing on customer intake, service transaction management, disposition and reverse logistics. RepairQ is positioned to support customer intake and service transaction management in self-contained, retail-service models. We would need to invest substantial resources to develop the tools to add and support the addition of disposition and reverse logistic services. ServiceCentral thrives and holds an equally impressive reputation in this realm.

 

RepairQ and ServiceCentral share a vision.

ServiceCentral’s customer base, reach, and influence expands well beyond cellular repair into computers, automotive, and several other key categories. This allows for rapid adaptation of RepairQ to be engaged into new areas. ServiceCentral’s relationships and connections in these categories could be the catalyst we need to quickly expand into other channels they currently support.

Our strategic relationship with ServiceCentral will open the gates to formerly untouchable markets, and along with their vast network of diverse clientele, ServiceCentral will be supportive in consistently providing our existing markets with an end-to-end solution. RepairQ, in combining with ServiceCentral, has a unique opportunity to not only meet the challenges of retail diversification and partner connectivity but also is afforded a chance to bridge the technology gap between retail and reverse logistics more effectively than anyone else.

This evolution in RepairQ will bring some incredible opportunities to our customers and our commitment to you has never been stronger. You have always been our focus and creating the best retail management software has been our driving goal. As always, your input is invaluable to us as we continue development on RepairQ. Please let our team know of any questions or concerns. Thank you for joining us on this journey and I’m excited to see how we grow together.

If you would like to read the official press release, please click here.

Love, James