Development, News
August 5, 2020

Use RepairQ’s Built-in Marketing Toolkit to Convert More of Your Website Visitors to Customers

Do you want to grow your repair business?

We thought so. That’s why RepairQ, the most trusted POS for repair shops, created the best marketing toolkit for your website called, Qsite. Qsite is a web app you embed in your marketing website to drive leads, track conversions and build customer loyalty; all synced with RepairQ. 

With Qsite’s Opportunities, you can share all of your shop’s information, as well as a menu of services, pricing, and even appointment availability. Qsite’s goal is to help you engage your website visitors, provide them convenience and information, and help convert them to potential customers.  A well executed online experience is an important strategy for any growing business. For shop owners with little time or budget to build something custom, Qsite brings a ton of value. 

How exactly does Qsite Opportunities work? 

Getting started is simple: 

  1. Personalize it with your logo and brand color
  2. Configure which locations and request types you wish to show
  3. Choose which services and pricing to display
  4. Customize the experience by editing page titles and descriptions
  5. Copy and paste the embed code on your website or link to our hosted page from your menu

Once it’s set up, your website visitors will be able to: 

  • Browse your stores by location
  • Shop for services related to their products
  • Submit their contact info to get an instant quote
  • Schedule an appointment for service

Everything syncs with RepairQ, so your website is always up-to-date. Your visitors’ contact info, quotes and appointments save in RepairQ giving you a CRM to track your leads.

 

What are the benefits of using Qsite Opportunities? 

For your website visitors, the benefits are convenience, transparency, and information. By giving visitors easy access to store locations, services, and availability; repair business owners empower them and instantly build trust. 

For repair stores, the benefit is converting more visitors to leads. When visitors know what to expect before they commit, it establishes trust and trust drives conversion. 

Qsite Opportunities is, without a doubt, one of the most valuable resources included with RepairQ. With just a little setup, any business can start generating new leads and build meaningful relationships with new and existing customers alike. Don’t miss out, get started with Qsite Opportunities and start taking advantage of everything RepairQ can do for your business!

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Community, News
April 27, 2020

Giving Earth a Fighting Chance Through Repair and Reuse

The Value of Connection During a Crisis

While writing this article in April of 2020, the world is facing a health crisis larger than we’ve seen in decades. Connectivity through smart devices, the internet, and social media has accelerated the speed of information and has allowed us to adapt quickly and take drastic action to protect ourselves against Covid-19. In 1968, another pandemic, Influenza A, swept the world claiming over one million lives globally, and more than 100,000 in the United States alone. Similar to today, vaccination wasn’t an immediate option and information became a powerful tool to combat the spread. Unfortunately, we simply didn’t have the means to connect with one another on a mass scale and advocate for drastic action at that time. 

 

Today, we find that connectivity through electronic devices has not only helped to advance the spread of information, but it’s also connected us in a way that helps us share, learn, and adapt faster. We’ve become dependent on this global social network and for good reason. While the 60’s didn’t have the internet yet, this decade ushered in one of the most significant eras of technological advancements: the rapid release of the first commercial computer systems. Smart device sales have grown steadily ever since.

 

When technology advances, what do we leave behind?

In 2014, there were more cellular phones in the world than human beings. By the end of 2020, it’s projected that there will be more than 4 internet-connected devices installed and in-use for every household in the world. This rise of the Internet of Things, though it replaces many modern-day inconveniences with quick-thinking AI, also presents a significant problem; one that may be difficult to acknowledge as we battle this pandemic, but one that is, nevertheless, essential to address. That problem is how to reduce the impact of waste caused by our technology products on our world.  

Ewaste, as it’s come to be known in the small industry channels that monitor and support the after-sales life of consumer electronics, is a rapidly growing concern; but we have a path to sustainability. Industries in the circular economy of after-sales equipment have a huge role to play in extending the life of the billions of electronic devices in the world and reducing their waste.

E-Waste Solutions 1080x1080

Cleaning Up After Our Tech

Ereuse.org is a not-for-profit group that started as a local movement in Catalonia. It now helps aggregate awareness and activism around the world and proclaims,, “a device or component is reusable if it has or may have use value for someone.” In other words, it’s reusable if there is a potential user that would still find it valuable with only basic refurbishment, like deleting data or reinstalling an operating system. However, the organization also says, “if the use value is too low, it can be increased through several types of refurbishment: repairing, replacing damaged components, updating or upgrading.

 

Reuse, repair, and refurbishment have become an essential part of the electronics ecosystem, often referred to as a ‘circular economy’ because so many of these electronics can be used a second or third time before depleting their value or reaching a logical end of life.

 

Today’s repair industry plays a vital role in this ecosystem by not only helping to maintain and support a longer, first-owner life of a device, but also by helping to properly refurbish devices that can extend value to a second owner.

Reuse and repair are key to preserving our world.

Through sustainability practices and social responsibility, we can significantly reduce waste generated by the disposal of consumer electronic goods. But protecting our products and extending their life is not only an ecologically necessary step, it is also an economically-viable means for improving our standard of living and keeping humanity connected and informed.

 

Amid all the topical news of the week, as critical as it is, it’s important to remember Earth Day and the values that we, as global citizens adopted into our culture on April 22,  1970. Fifty years ago we established Earth Day and gave a voice to an emerging public movement dedicated to protecting our world. Although it’s been half a century, the message of Earth Day hasn’t changed.  That is our Earth, its care and preservation, is an essential investment in our future. It is a message we must keep top of mind now, amid the pandemic which alone threatens to overtake our every effort.

 

Today, as we continue to praise and support the frontline workers performing essential duties during the pandemic, let’s also thank those who work tirelessly to support our connectivity, our products, and our planet. Repair is alive and injects vital support into our economy, bringing accessibility to information and community to many who may not otherwise reap its benefits. Most importantly, it helps reduce waste and slows the cycle of improvidence that is damaging our planet. By focusing on and supporting skilled repair and refurbishment of the products we’ve come to depend on the most, we are doing our part to give Earth a fighting chance to thrive for generations to come.

James

James Schellhorn

James is the Chief Business Development Officer for ServiceCentral, helping to positively influence the company’s brand and product direction based on our customer’s needs. When not in the office James loves to cycle around town, enjoy local beers, and play with his corgi.

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Development, News
April 27, 2020

Release 1.17: Powerful Enhancements for Expanded Opportunities

The powerful enhancements and improved functionality in Release 1.17 will open your repair shop to expanded business opportunities, give you new tools to communicate with customers and save you time. These improvements will help reduce human error, shorten customer wait time, eliminate redundancy and provide your business with the additional tools necessary to begin doing online and mail-in business. We’ve added these improvements to help you do more business, do it smarter and do it more efficiently. Let’s walk through the Release 1.17 features.

Watch the Release 1.17 Demo Webinar Video :

Major Features

Approvals

Approvals is a new feature that helps your repair shop request and record consumer consent for a repair. This enhancement makes it easy for you to initiate more online business and provides a means to track mail-in repairs as well. With the initial release of Approvals, you can configure your requirements once, then request a consumer’s consent prior to or during a repair. Starting with a simple status change, choose how you want it delivered, and wait for a consumer to respond. Consumers can view, make notes, accept or reject your request for approval. 

Consumers receiving Approvals:

  • Receives a text or email
  • Clicks a link in notification to load Qsite Approvals
  • Views approval summary including approval note from tech
  • Optionally views invoice details
  • Optionally views terms
  • Accepts or declines approval
  • Leaves a note for your shop
1.17 Consumer - View Invoice

Technicians creating Approvals:

  • Approval can be required on status change or requested manually
  • Shop user manages Approvals within a ticket
  • Configurations available:
    • Approvals delivered with notifications
    • Approvals can require certain steps
    • Approvals can have an expiration
    • Approvals can be requested for quotes as well as repair tickets in progress
1.17 Tech - View Approvals

Technicians responding on behalf of consumer:

  • Record a verbal approval using a manual approval in RepairQ
  • Capture who accepted or rejected the approval and a note
  • Helps supports California compliance for seeking approvals for services
1.17 Tech - Manual Approval

List Views

Lists are powerful, functional tools throughout RepairQ. In fact, the ‘Q’ comes from managing your ‘queue’ of repairs. In 1.17, we’ve redesigned how Lists look and respond. Plus, we’ve added new functionality so you can do more with lists saving you and your employees time. Most lists within RepairQ will utilize these improvements which include refactoring filters, updated search functions, and saving your favorite list views for later use.

Included with the redesign of List Views:

  • Refined user interface for picking and adding filters
  • New filter functionality, including new filter options
  • Show/hide columns, including new column options
  • Refined search behavior including support for keyword phrases and wildcards
  • Save filters and columns as a view to be recalled at any time
  • Share views between users, locations, or an entire organization

Important to know about List Views in 1.17:

  • Filters and search in most list screens have moved from the left panel to a new filter and keywords panel directly above your list results. This migration might result in a slight disruption to existing users, but the move will help open screen real estate to view more data and include more filters and features over time. Bottom line: the change is worth it.

Minor Features

Check-In

Whether your customer is arriving for their appointment, needs to pick up a repaired device, start a return, start a new repair, or buy something, RepairQ’s Check-In allows you to efficiently choose the right check-in process no matter the reason. This new check-in experience brings all of the path options into one place.

Included with Check-In

  • Start ‘Check-In’ anytime from RepairQ’s menu
  • View a single panel with all the most common customer answers to ‘What brings you in today?’
    • Appointments – ‘I have an appointment today.’
    • Customer Search – ‘I was in last week…’
    • Ticket Search – ‘I have a repair to pick up.’
    • Start Ticket – ‘I would like to (Buy, Sell, Repair, Get a Quote, etc).’
    • Start Return – ‘I need to return this.’
  • Each choice takes you immediately to a search, list, or new ticket appropriate for the situation!
1.17 Tech - Check-In

Other Enhancements

Search

Previously, searching in RepairQ 1.16 by typing iPhone 6 Black would return results for everything that contained “iPhone” and “6” and “Black”.

In 1.17, we’ve added new search enhancements of keyword phrases and wildcards helping users refine search results by requiring that certain words are always in an exact order to qualify as a result. 

Now, searching “iPhone 6” (and) “Black” would return ‘iPhone 6 64GB Black’ but would not return ‘iPhone Black Case Model 78964’ (because ‘iPhone’ and ‘6’ were not in the correct phrase order).

Additionally, to help optimize searches, keywords with less than 3 characters will be automatically bundled into a phrase with the previously searched term.

Example:

  • Searching iPhone 6 will result in a search for “iPhone 6”; both words as an exact phrase.

To learn more about phrase searching as well as wildcards, please visit our Knowledge Base article.

Custom Forms

We also wanted to show some love to Custom Forms in this release. 1.17 Introduces the ability to add conditional fields, new triggers for required forms, and automatically present forms to the user based on the unique situation. Implementing new form triggers will help reduce time locating forms during your repair process and conditional fields can help eliminate unnecessary form questions based on your repair scenario.

Included with the change:

  • Form fields can now be shown or hidden conditionally, based on other form field values
  • Automatically present all required forms when event is triggered
  • New required event:
    • Upon entering a status
  • Additional required filters:
    • Manufacturer of the repair device

Conclusion: Release 1.17 includes powerful new features and enhancements to give your business the advantage  

Release 1.17’s enhancements and improved functionality will help your business work smarter. For additional details about the release, we have developed a number of resources for you to consult:

Additions to Approvals will quickly follow this release expanding support for other approval functionality as well as requesting payments online. More information will be provided soon following 1.17. For feedback, questions or concerns, please contact us at support@repairq.io. Thank you for being our valued customer. 

James

James Schellhorn

James is the Chief Business Development Officer for ServiceCentral, helping to positively influence the company’s brand and product direction based on our customer’s needs. When not in the office James loves to cycle around town, enjoy local beers, and play with his corgi.

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Development, News
April 7, 2020

Release 1.17: Coming Soon

RepairQ 1.17 includes two brand new features as well as some powerful enhancements. Headlining this release is a timely addition that will allow your repair shop to do more business online! In addition, we’ve made major enhancements to help improve customer check-in as well as searching, filtering, and managing your queue. Read below to learn more and be sure to register for one of our upcoming webinars on Tuesday, April 14th or Thursday, April 16th.

Approvals

Approvals is a new feature that helps your repair shop request and record consumer consent for a repair. With the initial release of Approvals, you can configure your requirements once, then request consumers’ consent prior to or during a repair. Starting with a simple status change, choose how you want it delivered, and wait for a consumer to respond. Consumers can view, make notes, accept or reject your request for approval. Once accepted, your ticket status will update, allowing your staff to continue with approved repairs.

List Views 

List Views in RepairQ have been completely overhauled in 1.17 including the look as well as tons of new functionality. Changes include new filters and fields, dramatically improved search, as well as the ability to customize, save, and share List Views. 

Note: After the release, the look, functionality, as well as your default list filters will change. Filters have moved and their behaviors have changed slightly to allow for the addition of new and improved filters now and in the future. Additionally, Lists can now be customized by adding or removing columns of data. More details will be shared including training materials to help familiarize yourself with these improvements.

Custom Forms 

New improvements have been made to Custom Forms, helping take the responsibility off the employee to remember to gather important customer information. With this release, RepairQ will automatically present the appropriate form, rather than having to rely on your employees’ memory. 

Check-In

Ready for a new functionality that will make customer service easier? Ready for the ability to customize your service options with seamless integration into RepairQ? Check-In is a new feature that will give you these benefits and more. Here’s what it’s all about:

Whether your customer is arriving for their appointment, needs to pick up a repaired device, start a return, start a new repair, or buy something, RepairQ’s Check-In allows you to efficiently choose the right check-in process no matter the reason. This new check-in experience brings all of the path options into one place.

Join us for a live webinar on all the new features!

Tuesday, April 14 or Thursday, April 16  |  11am CST

Can’t make either of these times? Register anyway and we’ll email you a link to the recorded webinar.

James

James Schellhorn

James is the Chief Business Development Officer for ServiceCentral, helping to positively influence the company’s brand and product direction based on our customer’s needs. When not in the office James loves to cycle around town, enjoy local beers, and play with his corgi.

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Community, Education, Events, News
March 18, 2020

COVID-19 Customer Notice

While the health and well-being of our customers, employees, and communities is our top priority during the COVID-19 pandemic, we are taking critical measures to ensure your services continue without interruption. Here are the most important steps we are taking:

  • We’ve limited business travel and encouraged employees to leverage technology to hold business meetings whenever possible.
  • ServiceCentral has always embraced a flexible work from home policy for our employees. In compliance with the government’s recommendation for social distancing, we have requested our employees to work remotely daily, and will continue supporting our networks and you, our customers, with the high-quality service you rely on.

Our teams have detailed plans to ensure our standards of customer service and responsiveness continue to avert service risks during this time. In addition, our cloud-based platforms are designed to run smoothly and without interruption from anywhere in the world.

We will continue to be vigilant, but if you have any questions regarding our preparedness to support your business needs and abate potential disruptions, please contact your account manager or our Technical Support Team at support@servicecentral.com.

Steve

Steve Teel

President and Chief Executive Officer
ServiceCentral Technologies Inc.

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Community, News
March 12, 2020

Coronavirus in the Repair Industry

As global markets react to the swift spread of COVID-19 (Coronavirus 2019), it is important that repair businesses assess the situation honestly and rationally. Several of our customers are asking themselves, how will this disruption affect my business? It is possible, however, to anticipate the implications to day-to-day repair business operations and how this disease might impact our communities. By looking at our internal network data, customer patterns, and historical pandemic impact, we provide some perspective on the implications to day-to-day repair business operations and recommendations on how to minimize the disruption.

Impact to the Supply Chain

The supply chain for electronics is complicated. Routinely, parts from at least 6 different manufacturers can be found in the latest smartphone. In fact, this year’s Samsung Galaxy S20 Teardown featured semiconductors produced in at least 3 different countries including the United States, South Korea, and China. 

In terms of the aftermarket parts landscape, the picture is no different. Aftermarket parts manufacturers like Injured Gadgets and MobileSentrix invest in overseas manufacturing to diversify supply chains and protect against market-specific impacts such as public holidays, political turmoil, and natural disasters. Ahead of forecasted events, these suppliers will work months in advance to boost manufacturing in order to ensure a healthy supply during the potential down-period. However, forecasting against a pandemic can be problematic. For one, overcompensation for market disruption can lead to a supply surplus that ties up valuable resources otherwise dedicated to advancing technology that could provide a competitive edge. Most suppliers instead boost stock based on market trends and internal data to accommodate 2-3 months of supply. Seemingly,such preparation well positions the supplier-side of the industry to be able to handle temporary interruptions to the manufacturing chain. 

 

Less clear is what an ongoing disruption would mean to suppliers themselves. After COVID-19 began to ramp up, China took the unprecedented step of locking down an entire city with millions of people in an effort to contain the virus. As the situation escalated, the government took further action by resorting to “mitigation” techniques. This meant discouraging large gatherings, closing businesses, and reducing unnecessary outdoor exposure. The most important manufacturing region in the world effectively came to a standstill unexpectedly and, almost overnight. This meant that although suppliers had boosted stock in their warehouses ahead of the outbreak and market closures, there was still a shortage of staff to package and ship the inventory.  Also affected were quality control teams who were used to working closely with one another, the inventory, and business partners to get the job done. 

 

China’s handling of the pandemic and its impact on the industry may be a sign of what’s to come. As previously mentioned, the manufacturing landscape has scaled rapidly over the last decade and, in an effort to hedge their bets, many electronics device and parts manufacturers shifted supply chains away from traditional marketplaces like China and into developing economies such as South Korea, India, and beyond. As the virus spreads to more countries, so do the impacts to the supply-chain with increasing closures of businesses through mitigation techniques. At its current rate of spread, it’s likely that these closures and impacts will peak around mid-March. Although this suggests that the spring will be better in this regard, it should be noted that reintroducing workers to shuttered plants may necessitate a long-term approach to avoid any flare-ups in infections that could further setback production efforts. Like we said, it’s complicated. 

 

Some key suppliers in the repair industry have already seen an impact to their operations with key team members tied up in quarantined areas and import sales decreasing by double-digits. Some repair shops, too, are reporting impacts to their parts supply and the quality of parts they are receiving. Such constraints are forcing them to turn to unconventional suppliers who may produce sub-par quality components like those found on major online eCommerce websites. In summary, we believe suppliers and businesses alike should brace for a major effect on manufacturing worldwide. It will likely hit hardest in the coming two to three weeks and could conceivably last for months.

 

Regions effected by CODIV-19 so far.
Factories that manufacture Samsung’s semiconductors

For Repair and Service Businesses

The novel coronavirus threatens the global economy and the decade-long bull market has officially come to an end. Our economic growth has become more dependent than ever on sustaining both consumer confidence (through spending) and manufacturing output. As the machine that propels the economy becomes more at-risk, consumers tend to retreat to safer assets and tighten their spending. Few businesses grow in a down economy—but repair generally does! In a down economy, consumers search for ways to make the stuff they own, last longer and that’s not only great for the environment, it’s also great for the local economy. Also, repair jobs are generally not offshorable. These jobs require skilled labor and are well paid. They are also in continually high demand and at low risk for being transferred overseas where there are fewer labor restrictions and workers with lower wage expectations.

 

The repair industry has experienced strong growth in the past decade thanks to increased adoption of electronics and mobile data networks. This is especially true in the phone repair space. According to IBISWorld Industry Analyst Sarah Kahn, “The rising popularity of expensive damage-prone smartphones gave the industry a significant boost.” Consequently, the industry represents a projected $4.2 billion dollars in annualized revenue by 2024 to the U.S. gross domestic production and is considered to be an emerging economic factor due to the importance the space holds within the global economy.

 

As fixers, we’re constantly in a “state of war” with the second law of thermodynamics. Resiliency is in our blood and that’s served our industry well over the last 5 years. The potential impact a COVID-19 outbreak could have on business is challenging that tenacity. The threat is two-fold. From one direction, businesses are threatened by a decreased supply of essential materials and, from the other direction, the threat of uncontrolled viral spread could keep consumers out of stores.Advance preparation and a planned response strategy are critical for repair businesses to weather the storm.

 

Smartphones have grown in the last decade to become more important than ever in the lives of the everyday consumer. These devices are more expensive than more basic-feature phones and are therefore more likely to be repaired rather than replaced. These devices represent more than ⅔ of all phone sales and more than half of all mobile phone users. The rapid acceleration of smartphone use in local economies has created a need for more cell phone repair businesses to keep up with the growing market demand. As a result, according to iFixit, the number of cell phone repair shops has grown to encompass over 30,000 businesses. Since 2015, many repair shops have diversified their core offering from being a simple “part-swapper” to providing more robust services including board level repair, accessory sales, and refurbished device sales. These methods have yielded positive revenue changes while increasing overall profitability. In periods of supply uncertainty, as with now, it also has the added benefit of mitigating the impact a temporary disruption could cause. 

Service and maintenance businesses should consider deeper investments  in these areas while also adding services that continue to differentiate from more traditional approaches. Companies like CPR Cell Phone Repair, StayMobile, etc. are introducing advanced in-home and on-demand care that provides consumers with an option to receive service wherever they need it. Being able to provide repair in a home, office, or public area and not exclusively at a brick & mortar location allows shops to provide a more well-rounded experience that further strengthens the relationship with consumers.

opened iPhone with tools lying beside it

For Consumers

 

The economy traditionally thrives through the buying and selling of goods and services. As the global market stares down a possible recession and economic panic sets in, consumers would do well to reflect on the practices that saw us through downturns of the past. During the Great Recession of 2008, we made up for the economic slowdown by making do with what we had and turning to providers for more maintenance-oriented services instead of new device replacement. Data from the last few years since that period of economic turmoil shows that we’re rightfully continuing that trend. However, as communities rely on mitigation techniques that encourage working from home and reducing public interaction many of the services that facilitate making equipment last longer won’t continue to be offered. Similarly, as manufacturing comes to a halt, goods may be in short supply. Things that would have otherwise been offered as a service, created, or available for purchase won’t be. 

 

Due to these issues and lack of traffic to brick and mortar stores during the lockdown, smartphone sales are expected to decline by over 20% in China for Q1 2020, compared with a 5% drop globally, according to Counterpoint Research

 

Focusing on making what we have last longer is a critical first-step in protecting against the impact that may otherwise be felt. Committing to recycle and reuse our electronics, including encouraging our friends and family to do the same, will help limit the disruption in our lives..

 

 

Conclusion

The nature of COVID-19 and traditional best-practices to control and mitigate its spread will cause disruptions to the supply chain of essential goods and the providing of associated services, impacting the repair industry. Additionally, consumer confidence may be disrupted. 

 

Best Practices to Keep in Mind

  1. Don’t rely strictly on projections and forecasts. The stock market has turned volatile in recent weeks and that reflects a considerable amount of uncertainty. It’s important to consider multiple scenarios and deploy a diverse strategy to sustain business growth. 
  2. Don’t buy into the hype. One of the biggest risks to any business is self-fulfilling panic that clouds better judgement on your market and your customer base. 
  3. Listen to your customers and be prepared to adapt to their needs. Communication with your partners in the industry and leveraging of key data-points will help you make smart decisions to mitigate risk. 
  4. Plan for the “what-if” scenarios so that you aren’t caught off guard. Being cognizant of the impacts a lock down in your community like we’ve seen in Italy would have will help you withstand long-term economic issues.
  5. Think ahead. The situation will improve over time. Identify new business opportunities and strategies that you can capitalize on. Finding advantages in adversity may provide the “rocket-fuel” your organization needs to get to that next level. 

 

(A version of this article was published on Medium.)

Smiling Matt

Matt Zieminski

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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Community, News
December 6, 2019

ServiceCentral® Technologies Powers Up The Gift of Music Foundation

ServiceCentral Technologies Inc., an all around business management software company for repair shops, announced that it will be donating its product, RepairQ, to The Gift of Music Foundation.  The Gift of Music Foundation is a non-profit founded in 2015 as a response to the nationwide decline in funding and prioritization of music education. The organization provides musical instruments, music lessons, and after school music programs with the aim of returning music to the country’s at-risk youths. The non-profit generates some funding on its own through its musical instrument repair shop, which is where RepairQ comes in. 

 

More than just a generic point-of-sale platform, RepairQ also offers repair shops: 

Full business management: inventory management, business intelligence, accounting, and invoicing

Ticket tracking: live repair status updates, repair queue, and repair intake

CRM: appointment scheduling, lead generation, and repair status update sharing

 

ServiceCentral will help The Gift of Music Foundation’s musical instrument repair shop by providing payment processing, repair ticket tracking, inventory management, employee management, and more repair shop management essentials. After a check up with the organization, ServiceCentral’s President and CEO, Steve Teel said, “They are extremely pleased with how RepairQ has automated the repair and payment processing, and are becoming a vocal endorser of us within that industry.” 

About ServiceCentral and RepairQ 

RepairQ is the first software built uniquely to manage any type of repair shop. From point of sale that focuses on services, consumer experiences that focus on excellence, or unique tools that bring financial, supply, and referral services closer to retailers, RepairQ has everything a growing repair shop needs. With over 40,000 service providers supported, ServiceCentral hosts additional software, solutions and services that span business including OEMs, insurance companies, reverse logistics depots, 3PLS, and local repair shops. For more information, visit www.repairq.io and www.servicecentral.com or find us at facebook.com/repairq.

Photo of Thabiso, author of this blog post.

Thabiso Ndiraya

Thabiso is the marketing intern for ServiceCentral. He is a helping hand for SEO and market research projects related to both ServiceManager and RepairQ. Outside the office, you can find Thabiso chasing a ball around the soccer field, strumming random notes on a beat up guitar, or devouring a Braum’s vanilla ice cream cone in 3 minutes.

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Events, News
August 22, 2019

RepairQ co-founders present for a fifth time at the CPR Conference.

James Schellhorn and Jeff Foster, RepairQ Co-Founders, were honored to be key presenters at the Cell Phone Repair Annual Conference for the fifth year in a row.

Schellhorn led a session at CPR’s vendor day which highlighted key product advancements and provided CPR attendees with a first look at RepairQ’s 2019-2020 roadmap. ServiceCentral, RepairQ’s parent company, and CPR have long been strong partners and allies in the retail repair shop industry. ServiceCentral provides unique software and solutions for OEMs, insurance companies, depots, and repair shops that service consumer equipment. CPR is the largest repair shop franchise in the world with over 800 locations, as well as a longtime user of ServiceCentral’s point-of-sale and repair tracking software, RepairQ.

The annual CPR Conference is an exclusive two-day event where repair shop owners, industry leaders, and premium vendors come together to share their experiences on stage, in workshops, and after hours. Held this year in Las Vegas, CPR boasts one of the largest consumer electronic repair shop focused conferences in the US.

When asked about his time at the show, Schellhorn stated, “I’m really honored to be invited back for the fifth time to share with CPR attendees. It’s always an exceptionally enriching and collaborative event. Every year we try to come with new content and announcements exclusive to the show, but we always leave with better ideas and feedback!” James Schellhorn is the Chief Business Development Officer for ServiceCentral, with more than 15 years of experience consulting with small businesses and designing better software for them.

 

About ServiceCentral and RepairQ

RepairQ, is the first software built uniquely to manage any type of repair shop. From point of sale that focuses on services, consumer experiences that focus on excellence, or unique tools that bring financial, supply, and referral services closer to retailers, RepairQ has everything a growing shop needs. With over 40,000 service providers supported, ServiceCentral hosts additional software, solutions and services that span business including OEMs, insurance companies, reverse logistics depots, 3PLS, and local repair shops. For more information, visit www.repairq.io and www.servicecentral.com or find us at facebook.com/repairq.

Press Contact:

ServiceCentral and RepairQ PR

Jared Warren

877-230-6317

PR@servicecentral.com

James Schellhorn, RepairQ co-owner, giving a speech at the cell phone repairconference

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Events, News
July 25, 2019

James Schellhorn, RepairQ co-founder, teaches repair shops owners to be architects.

James Schellhorn, RepairQ Co-Founder, recently participated in a 3-day repair shops owners bootcamp called In Your Lane, co-hosted by the Electronic Reuse Conference (ERC). 

 

Schellhorn’s session at In Your Lane was titled “Architecting a Better Repair Business”. As organically growing repair shops mature, owners often struggle to pull away from the daily grind which ultimately leaves them in a place of managing, instead ‘architecting’ and advancing their business, as James described. The session focused on how owners of small businesses can take an architect’s approach to viewing their business from a high elevation, refining their vision in phases, design a solid plan, and directing teams through tangible goals.

 

In Your Lane is an all-inclusive, 3-day summit where repair shop owners and industry leaders exchange tips and tactics in categories like marketing, business development, management, and more. Hosted this year in Nashville, IYL created a great destination for owners to immerse themselves in learning from experts and peers alike.

 

‘I was privileged to be invited and a part of a select panel of industry influencers,’ said James Schellhorn. Schellhorn is not only a RepairQ Co-Founder, but also the Chief Business Development Officer for ServiceCentral, with more than 15 years of experience consulting with small businesses and designing better solutions for the unique issues facing them.

 

About ServiceCentral and RepairQ

 

RepairQ is the first software built uniquely to manage any type of repair shop. From point of sale that focuses on services, consumer experiences that focus on excellence, or unique tools that bring financial, supply, and referral services closer to retailers, RepairQ has everything a growing shop needs. With over 40,000 service providers supported, ServiceCentral hosts additional software, solutions and services that span business including OEMs, insurance companies, reverse logistics depots, 3PLS, and local repair shops. For more information, visit www.repairq.io and www.servicecentral.com or find us at https://facebook.com/repairq.

 

Press Contact:

ServiceCentral and RepairQ PR

Jared Warren

877-230-6317

PR@servicecentral.com

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Education, News
July 10, 2019

Google Ads Dilemma: How to Make Things Right

Do you run an electronics repair shop and use Google Ads to attract customers? Are your Google Ads being disapproved and you don’t understand why? You aren’t alone! Many repair shops are spending hours trying to figure out why their Google Ads reports look like the one in the image below. Their ads are legitimate, they don’t use unauthorized brand names, and they strictly adhere to the Google Ads policy, yet hundreds of these technology, support-related ads are being disapproved and rejected as if they are fraudulent. WHAT IS GOING ON? 

Screenshot of Google Ads report when it is rejecting third party/tech support ads

On August 31, 2018, Google’s Global Product Policy Director, David Graff, announced that the overseers of Google Ads have “seen a rise in misleading ad experiences stemming from third-party technical support providers.” To resolve this issue and maintain a “healthy advertising ecosystem,” the Google Ads community has decided to begin restricting ads in this category, globally. Now a new issue arises, because not only does Google Ads restrict third-party technical support providers, but also “hardware repairs (computers, laptops, mobile phones) and the electronic service industry, even those with brick and mortar stores,” as pointed out by Bradley Penniment of A Medium Corporation. In this same announcement, Mr. Graff states that “in the coming months, (The Google Ads community) will roll out a verification program to ensure that only legitimate providers of third-party tech support can use (Google Ads) to reach consumers.” With that being said, it has been nine months and counting, yet there still isn’t a verification system to ensure that legitimate businesses are getting their advertisements across and the frauds aren’t. 

 

Now that you know why your Google Ads are being disapproved, how do you make things right?

According to Eric Gesinski, owner of Tulsa Marketing Online and digital marketing wizard, the best thing to do as soon as you start noticing that your ads are being disapproved, is to contact Google directly. Since there is no automatic processor in place right now to verify the legitimacy of technical support ads, directly calling or emailing Google and asking them to verify your business is the best way to go. This isn’t easy though. Mr. Gesinski says, “For contacting Google, I called them first, then emailed. I had to call them multiple times to get it resolved, though.” You may have to email and call multiple times before Google reaches out to you because there are many other businesses going through this same issue. When prompted, Mr. Gesinski stated, “It took about 2 weeks or so (before Google replied). When I first talked to them I thought they were already on it, but it never got resolved, so I had to reach out to them again… and then a couple more times.” Once you finally get in contact with Google’s support team, present your case and they will guide you through the steps of verifying your business and setting your Google Ads free.

 

What should you do as you wait for Google to contact you and set your Ads free?

 Invest more into Facebook Ads! While it is obvious that Facebook Ads don’t bring in the same amount of traffic that Google Ads does, Facebook is still very effective in increasing your brand awareness, visibility, and piquing of your audience’s curiosity, if you construct the ads properly. Keep in mind, Google told us that this situation is only temporary, so you would only be increasing your Facebook Ads budget until the Google Ads verification process goes into effect (hopefully it won’t be much longer). This will also help you boost your social media presence, and as you know, that can be one of the strongest assets a company can have in our present day and age. 

 

What can RepairQ do to help you?

RepairQ is integrated with Listen360 to help you understand and engage with your ideal customers. By utilizing this tool, you can gain information that is vital in creating effective advertisements and improving your products/services. Another RepairQ integration that can be very helpful in this crisis would be REVV. Revv is a tool that can assist in receiving reputable reviews so that potential customers can see the experience you are delivering to your current ones. This is another vital tool to invest in while you’re waiting on Google Ads because WOM (word of mouth) marketing is very effective. When potential customers discover your credibility and value through your reputation with current ones, they will be eager to find out more about your business!

Photo of Thabiso, author of this blog post.

Thabiso Ndiraya

Thabiso is the marketing intern for ServiceCentral. He is a helping hand for SEO and market research projects related to both ServiceManager and RepairQ. Outside the office, you can find Thabiso chasing a ball around the soccer field, strumming random notes on a beat up guitar, or devouring a Braum’s vanilla ice cream cone in 3 minutes.

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