Is it repaired, or are we still waiting for a part?
A customer calls, someone searches for a note and the technician who received the item is away. The problem is not always repair speed: sometimes nobody can see what is missing. A shared list with a reference for each repair is a practical starting point.
This is a proposed workflow, not a deployed customer case. It is intended for small workshops and repair shops. It does not replace the documents, terms or requirements applicable to each business.
One intake record per item, including repeat customers
Fictional example: one customer leaves two different devices. Each needs its own reference and description; sharing a phone number does not make them one repair. Record received accessories and attach any necessary photographs to the correct record.
- Reference, intake date and item received.
- Customer-reported fault, separate from the technical diagnosis.
- Owner and next action, with a review date.
- Quote and version awaiting approval, when applicable.
- Outstanding part and supplier order reference, if available.
Do not put every delay under one pending status
Waiting for diagnosis, customer approval and a replacement part require different actions. Use statuses that show what must happen next: inspect the item, ask the customer or check the supplier order.
Record quote approval separately from sending it. Sent does not mean approved. If the price or proposed work changes, preserve the previous version and show what still needs confirmation before proceeding.
Separate estimates, customer commitments and review dates
A part can have an estimated arrival date without a confirmed completion date for the customer. Keep these separate. When you cannot commit to completion, set a date to review the situation so the repair remains visible.
Start the day with actions due today, overdue work and finished repairs awaiting collection. Sort by next action, not just intake date. Record when and how the customer was notified before contacting them again.
Try five cases before commissioning software
Use fictional data and ask a colleague to explain what should happen next for each record. If they need to ask where the information is, the workflow still needs adjustment.
- Two items from one customer with different statuses.
- A quote sent but not yet approved.
- A delayed part with no confirmed completion date.
- A completed repair, notified customer and pending collection.
- An item returned after collection: a new intake linked to the earlier record without deleting its history.
When a spreadsheet is enough and when to consider an app
A shared spreadsheet may be sufficient for simple volumes and permissions. Before building, check whether your existing software supports these statuses, owners and reminders. Consider an app when you need controlled editing, change history or connections between tools that currently require copying data.
Adaris works from Elche with businesses in Alicante and across Spain, with commercial conversations in Spanish. We can assess an initial scope for intake, statuses and pending repairs. Inventory, invoicing and automatic notifications require separate assessment; they are not included merely by creating a record. Deliverables, price and schedule are agreed before contracting.
For the initial enquiry, explain what you repair, where you record incoming work and which waiting stage loses follow-up. Use a fictional example, without device passwords, private photographs or customer data.
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Which repair has no clear next step?
Explain how you receive work and where follow-up gets lost. We can assess a concrete scope for your workshop.