New Ticket Workflow
- 1Client submits intake form
- 2CRM creates a unique ticket and device tag
- 3Auto-response sends login credentials for the status portal
- 4Technician is notified of a new unit in the queue
Systems for Repair Technicians
Optimize Operations for Modern Computing Repair Shops
Repair shops generate revenue through hardware diagnostic fees, component replacement, and managed maintenance agreements. The costliest gaps tend to show up during bench time when technicians are interrupted by status inquiries or when parts sourcing delays prevent invoice completion.
Technology, SaaS & Agencies
- Device Status Portal
- Automated Intake Forms
- Missed Call Text Back
- Part Arrival Alerts
- Digital Estimate Signing
How the business actually works
How the work flows, start to finish.
- 01
Intake
The client presents a device for diagnostic assessment and provides contact information via the portal.
- 02
Bench Queue
Devices are tagged and prioritized in the shop workflow based on parts availability and service level.
- 03
Diagnostic
A technician identifies the hardware or software failure and notes the required components for the fix.
- 04
Estimate Approval
The owner sends a digital quote for parts and labor which the client approves via mobile.
- 05
Repair Phase
The technician completes the bench work and verifies the device stability through testing.
- 06
Quality Control
A final check ensures all client data is intact and the exterior of the hardware is cleaned.
- 07
Ready for Pickup
Automated notifications inform the client that their device is ready and provide the final balance.
- 08
Payment
Secure digital invoicing facilitates immediate payment before the hardware leaves the shop.
- 09
Follow Up
Automated outreach checks for post-repair satisfaction and offers recurring maintenance services.
Where it leaks
Common problems for computer repair shops.
01
Constant Status Inquiries
Clients frequently call to ask if their machine is ready, pulling technicians away from the bench. Automated status tracking reduces phone volume and keeps technicians focused on repairs.
02
Unclaimed Devices
Completed repairs often sit on shelves for weeks, occupying space and locking up capital spent on parts. Consistent automated reminders ensure clients pick up their hardware promptly.
03
Manual Intake Errors
Handwritten notes or fragmented digital records lead to missing power cables or forgotten passwords. A structured digital intake process captures every peripheral and necessary login at the counter.
04
Delayed Estimate Approvals
Waiting for a client to return a call regarding a parts quote stalls the entire workflow. Instant SMS estimates allow for one-tap approvals to keep the repair moving.
05
Revenue Leakage
Small billable tasks like data backups or thermal paste applications are often omitted from the final invoice. Integrated checklists ensure every minute of bench time is accounted for and billed.
What LATTICE can build
Systems built around how you work.
Device Status Portal
Allows clients to enter a ticket number on your website to see if their device is in queue, under repair, or ready for pickup.
Automated Intake Forms
Captures device serial numbers, physical condition notes, and pre-existing damage photos during the initial drop-off.
Missed Call Text Back
Instantly responds to clients who call while you are on the bench, offering to start a new repair ticket via SMS.
Part Arrival Alerts
Triggers a notification to the client and the technician the moment a backordered component is logged into the system.
Digital Estimate Signing
Sends a detailed breakdown of labor and component costs to the client for immediate mobile authorization.
Maintenance Reactivation
Emails clients who have not had a tune-up or virus scan in six months to schedule a preventative service visit.
Review Generation
Requests a public review automatically once the device is marked as picked up and the invoice is closed.
Secure Payment Links
Includes a direct link to pay the balance in the Ready for Pickup notification to speed up the checkout process.
Example systems
What it looks like in practice.
Approval and Parts Workflow
- 1Technician updates ticket with parts list
- 2SMS estimate sent to client
- 3Client clicks approve and pays deposit
- 4Order notification sent to shop manager
Completion Workflow
- 1Technician marks repair as finished
- 2System sends Ready for Pickup text with shop hours
- 3Invoice link sent via email
- 4Follow-up survey sent 48 hours after pickup
Have a different problem?
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Questions from computer repair shops
How do I stop people from calling every hour for updates?
By providing a real-time status portal and automated SMS updates at key milestones, you proactively answer their questions. Most clients only call because they are anxious about their data, and consistent updates alleviate that concern without manual effort.
Can this help me manage multiple technicians on the bench?
Yes, the system allows you to assign specific tickets to different technicians and track their individual progress. This visibility helps you identify who is most efficient at specific types of repairs, such as microsoldering or screen replacements.
What happens if a client doesn't approve an estimate?
The system can send a follow-up reminder after a set period, such as 24 hours. If they ultimately decline, the workflow can trigger a notification for them to pick up the device and pay the diagnostic fee.
Can I track serial numbers and accessories left with devices?
The intake automation includes specific fields for serial numbers, chargers, bags, and peripheral equipment. This creates a digital paper trail that protects your shop from claims of missing items or swapped hardware.
Does this work for both walk-in and mail-in repairs?
The workflow is adaptable for both scenarios. For mail-in repairs, the system can generate shipping instructions and notify the client the moment their package is received at your facility.