PR-2001 · Live
Repair Promise
Repair Promise watches every open repair job that has a promised completion date and tells the Service Manager which ones are about to slip. It rechecks the open repair board on a schedule and sorts each job into on-track, at-risk, or slipping, using rules the Service Manager sets. When a job turns at-risk, an email or text goes out with the job, the promised date, the reason it flagged, and a link straight to it, a day to three days before the date, while there is still time to act. When the job closes, Repair Promise records whether the promise was kept or missed and keeps a running picture by week, by technician, and by job type.
The promise
The Service Manager opens the day to a short list of the repair jobs that actually need attention, already sorted by how close they are to their promised date and why. The watch over the whole open board is handled, without clicking through fifty jobs twice a day to find the ten that matter. The time goes back to the jobs and the technicians that need a real decision, and most slips get caught before the customer ever calls.
How it works
The path from input to value.
- 01
Pick the repair jobs that carry a promise
The Service Manager chooses which job types count as repairs. Repair Promise watches the field service management system and starts tracking every one of those jobs that has a promised completion date and is still open.
- 02
Recheck and sort on a schedule
On the cadence the Service Manager sets, Repair Promise rechecks each tracked job and sorts it into on-track, at-risk, or slipping using their rules. When a job's standing changes, it records why.
- 03
Alert before the date, not after the call
When a job turns at-risk or slipping, an email or text goes out with the job, the promised date, the reason, and a link. Jobs left unhandled get reminders and then escalate up the ladder.
- 04
Record kept or missed on close
When a job closes, Repair Promise records whether the promise was kept or missed and adds it to the running picture by week, technician, and job type.
The day before. The day after.
Same moments. Lived differently.
The Service Manager opens the open-jobs report and starts reading down the list of repair jobs, clicking into the ones with close promised dates to check status and parts.
7:30 AMThe Service Manager opens a dashboard already showing the ten repair jobs drifting toward their promised dates, each with the reason it flagged and a link to the job.
7:30 AMBefore
The Service Manager opens the open-jobs report and starts reading down the list of repair jobs, clicking into the ones with close promised dates to check status and parts.
After
The Service Manager opens a dashboard already showing the ten repair jobs drifting toward their promised dates, each with the reason it flagged and a link to the job.
A customer calls about a repair that was promised for yesterday. It was not on the mental short-list. Now it is a recovery call and a scramble to get a tech back out.
11:00 AMAn alert came in two days ago on the job that would have been today's complaint call. Parts were reordered in time and the promise holds.
11:00 AMBefore
A customer calls about a repair that was promised for yesterday. It was not on the mental short-list. Now it is a recovery call and a scramble to get a tech back out.
After
An alert came in two days ago on the job that would have been today's complaint call. Parts were reordered in time and the promise holds.
A second scan of the open board before the end of the day, trying to remember which jobs looked shaky this morning and whether anything moved.
4:45 PMA quick look at the flagged list confirms nothing new is at risk. No second full scan of the open board.
4:45 PMBefore
A second scan of the open board before the end of the day, trying to remember which jobs looked shaky this morning and whether anything moved.
After
A quick look at the flagged list confirms nothing new is at risk. No second full scan of the open board.
Still at the desk, piecing together which promises held this week and which slipped, from memory and a spreadsheet.
5:30 PMThe kept-versus-missed numbers for the week are already there, by technician and job type, ready for the Monday review.
5:30 PMBefore
Still at the desk, piecing together which promises held this week and which slipped, from memory and a spreadsheet.
After
The kept-versus-missed numbers for the week are already there, by technician and job type, ready for the Monday review.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Setting the promised completion dates on repair jobs; Repair Promise reads the dates that already exist.
- ×Planning or sequencing the visits on a multi-visit repair.
- ×Messaging the customer about an at-risk or slipping repair.
- ×Rescheduling jobs or reassigning technicians.