WindoorERP Documentation 19.0
From enquiry to installed job
Step 19/19

Get paid, then support it

Handle the first service call

Why this step

Against the same job, with the original drawing and hardware still attached.

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What this does

Logs a customer's problem against the unit it concerns, so the visit is prepared and the history stays with the building.

Steps

  1. 01
    Open the after-sales screen and create a request.
  2. 02
    Find the customer, then the unit — the specific window or door, not just the project.
  3. 03
    Describe the fault in the customer's words, then in yours.
  4. 04
    Attach a photograph if one was sent.
  5. 05
    Set the priority against the contract you have with them.
  6. 06
    Assign a technician and schedule the visit.
  7. 07
    Record what was done, and the parts used, when it is closed.

Why the unit matters

  • The technician arrives knowing the profile, the glass and the hardware fitted — so the right part is on the van.
  • Warranty is answered by fact: fitted on a date, handed over on a date.
  • A fault that repeats on the same unit, or the same hardware across a building, becomes visible instead of anecdotal.

Note

A repeated fault is a signal, not just a callback. Where the same part fails across a job, raise it as a quality issue — the fix belongs upstream, in the specification or the supplier.

Common mistakes

  • Logging against the project, losing which of 300 windows is faulty.
  • Closing without recording the parts used, so warranty cost is invisible.
  • Sending a technician without the history, who then returns for the part.