Guided journey
7- Setup Installation and After-Sales
Everything that happens after the lorry leaves: crews and dispatch, what counts as finished on site, the snag list, the warranty, and the service that follows for years.
The factory can be perfect and the customer still unhappy, because everything they actually experience happens after delivery: who turned up, whether the unit was plumb, how long the snag took to close, and who answers the phone in year three. This path configures that half.
It is also the half that runs on a phone rather than a desk, so set it up with the crews who will use it. The middle of the journey takes one real job from survey to signed handover — do that with an actual site, not a test record, because the parts that do not work are the parts nobody can reach while standing on scaffolding.
By the end you will be able to
- Configure the installation module: your own task stages, project tags and actions
- Dispatch crews and transport to sites, instead of arranging it by phone each morning
- Assign master site tasks to technicians and see the whole schedule in one place
- Define the on-site quality audit — plumb, level, water-tightness, anchorage — that a unit must pass
- Run a snag list that assigns, tracks and closes punch items rather than collecting them
- Serialise installed units and hold a multi-year warranty against each one
- Take one job from site survey to signed handover, with the technician logging time from the site
- Set up maintenance contracts and recurring preventative visits, and take the first service request
Before you start
- Administrator rights, and the Installation and After-Sales modules installed
- Finished units coming out of the factory — "6- Setup Production and the Factory"
- Your installation crews as users, with phones they will actually use on site
- Agreement with the site supervisor on what "installed" means: the checks a unit must pass before anyone signs for it
The path
02
Get crews to site
- 02 Dispatch crews and transport Routes, mobile crews and transport in one plan, so tomorrow's dispatch is a screen rather than a round of phone calls at seven in the morning. 1 min Schedule installation dispatch routes, mobile crews, and transport logistics
- 03 Assign the site tasks to technicians A master site task is the unit of work a technician is given. Assign them and the whole programme becomes visible as a schedule instead of living in a supervisor's head. 1 min Manage master site tasks, technician assignments, and multi-view execution
03
Define what finished means
- 04 Set the on-site quality audit Plumb, level, water-tightness, anchorage. These are the four arguments you will otherwise have on site with no evidence — define them as an audit and the answer is recorded rather than remembered. 1 min Conduct on-site window plumb, level, water-tightness, and anchorage QC audits
- 05 Run a snag list that closes Every job produces snags. The difference between a good installer and a bad one is whether each snag is assigned to a name with a date, and whether anyone can tell you how many are still open. 1 min Log, assign, and rectify site installation snags and punch list items
- 06 Serialise the units and start the warranty A warranty claim in year four is only answerable if you know which unit went to which floor of which building. Serial numbers and location tags are what make that a lookup rather than an argument. 1 min Track serialized installation items, location tags, and multi-year warranties
04
Run one job end to end
- 07 Survey the site Measure before you promise. The survey is where an opening on a drawing becomes an opening in a wall, and the earlier a discrepancy appears the cheaper it is. 2 min Record a site survey
- 08 Plan the visit Put the crew, the units and the date together into a visit. This is the step that proves the dispatch and task setup you just configured actually holds up against a real building. 2 min Plan an installation visit
- 09 Let the technician log it from the site The technician executes their task and logs time on a phone, on site. If this step is awkward it will not be done, and everything downstream — costing, productivity, invoicing — inherits the gap. 1 min Execute individual technician tasks and log mobile site timesheets
- 10 Hand over and get it signed Handover closes the job: the audit passed, the snags closed or listed, and a signature from someone at the site. This is the document you will be grateful for in a dispute. 2 min Hand over and sign off an installation
05
Set up the years that follow
- 11 Write the maintenance contracts Installation ends; the relationship does not. A maintenance contract is what turns a finished project into recurring revenue and a customer who calls you rather than a competitor. 2 min Manage maintenance contracts
- 12 Schedule the preventative visits An annual maintenance contract nobody schedules is a refund waiting to happen. Set the recurring visits now, so the reminder arrives before the customer's complaint does. 1 min Manage Annual Maintenance Contracts (AMC) and recurring preventative site visits
- 13 Take the first service request Log one real request end to end: what failed, on which serialised unit, under which warranty, and who is going out. If the serial numbers and warranties were set up properly, most of that fills itself in. 2 min Log a service request
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