Monitor after-sales service from the dashboard

5 min read Updated 2026-08-30 WindoorERP 19.0

What this does

After-Sales › Dashboard opens the After-Sales Control Tower: the live picture of service work — open requests, jobs in progress and awaiting close, request momentum, the open-by-state ring, requests by category, the warranty-versus-billable split, repeat faults and average customer satisfaction, plus the technician leaderboard. After-Sales › Analysis is the pivot behind it: service orders crossed by category and status, measuring material cost.

Every figure comes from the Service Orders themselves. There is no survey machinery and no response-time clock in this app: satisfaction is the 1–5 rating captured at customer sign-off, and time is measured only by the order dates the team maintains.

Before you start

The After-Sales service role — plain users see their own assigned orders on the dashboard; service managers see the company.
Service orders being worked honestly: states advanced, sign-offs collected — the dashboard measures the pipeline discipline as much as the service itself.

Steps

The After-Sales Control Tower with satisfaction, open, in-progress and awaiting-close cards, request momentum, category bars, the warranty and billing block and the technician leaderboard

01
Open After-Sales › Dashboard and pick the range (default last 7 days). The range scopes only the momentum chart, the category bars and the header's request counter — every KPI card is a live snapshot.
02
Read the cards: Customer Satisfaction (average of sign-off ratings), Open Requests with today's new count, In Progress, and Awaiting Close — done jobs not yet closed out.
03
Read Request Momentum (new requests per day) and Requests by Category for the range, and the live Open by State ring — its segments are New / Scheduled / In Progress / Done, so it draws Awaiting-Close jobs but not Triaged ones, and its total will differ from the Open Requests card.
04
Check the Warranty & Billing block: open orders under warranty versus billable, the open billable value, and repeat faults. (Satisfaction has its own card, first in the row.)
05
Use the Technician Leaderboard (jobs handled) and the quick actions — Service Orders, Repeat Faults, AMC Plans — to jump into the work.
06
For cross-tables, open After-Sales › Analysis: categories against statuses, measuring Amount Material — add Count from Measures when you want volumes rather than money.

What the numbers mean

Figure	Definition
Open Requests	Orders in New, Triaged, Scheduled or In Progress.
Awaiting Close	Work finished, order not yet closed — the admin backlog.
Customer Satisfaction	The mean of the 1–5 rating customers give at sign-off (backend or portal), over up to the most recent 2,000 rated orders. No surveys are sent; unsigned jobs contribute nothing.
Under warranty / Billable	An open order is covered only when it has affected items and every one is in warranty; an order with none recorded counts as billable. Open billable value sums those orders' material totals.
Repeat faults	Orders flagged because the same product already had two earlier services — since completed — raised within the last 12 months; the third raises the flag (and a quality non-conformance where that module is present).
Today's new / completed	Created today, and orders in Done, Invoiced or Closed written today — a later edit to an old completed order re-counts it, so read "completed today" as approximate. Both roll over at UTC midnight (03:00 in Qatar).

After-Sales Analysis pivot crossing service categories against statuses on material cost

Note

A dev-mode-only Dashboard (Classic) exists with the same figures in form layout; normal users never see it. Unlike the Installation dashboard, this one shows real zeros on an empty database — its demonstration fallback appears only if the data call itself fails. The Analysis screen behaves the other way around: its chart and pivot render greyed sample data while no service orders exist.

Troubleshooting

Satisfaction reads 0.0 despite happy customers	No sign-off ratings recorded — the gauge averages only orders signed off with a rating.
Repeat faults stays at zero	The flag needs the same product on a third service within 12 months, and earlier services completed. Serviced-by-description orders without the product set never match.
"Completed today" seems too high	It counts done-state orders written today — bulk edits to old completed orders inflate it.
An order shows billable although the customer has warranty	Coverage requires every affected item in warranty; one out-of-warranty item makes the order billable. Both flags are editable on the order when judgment says otherwise.
The Analysis totals are money, not counts	The default measure is material cost. Add Count in Measures for volumes.
A technician is missing from the leaderboard	It ranks the top six technicians by non-cancelled orders overall — the range picker does not filter it, so assignment (not the range) is what moves it.

Common mistakes

Quoting a "first-response time" from this app — no such measure exists anywhere in it; the dates it has are creation, the customer's preferred date, scheduling and sign-off.
Reading satisfaction as a survey programme. It is the sign-off rating; if technicians skip sign-off, the gauge starves.
Treating Awaiting Close as work remaining — the work is done; what remains is closing the paperwork.
Comparing technicians on job counts alone when categories differ wildly in effort.
Reading the material total as revenue — it is material cost on the orders; labour is not priced in this app.

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