Appliance repair
Booking, dispatch, and parts CRM for an appliance repair shop
6-person appliance repair company, Metro Vancouver
A 6-person appliance repair company was running on a shared calendar, a parts spreadsheet, and a group text with the techs. We built a custom CRM for booking, dispatch, job tickets with model and serial, parts tracking, and automatic customer status updates.
Anonymized. Real project shape and outcome ranges, identifying details changed to protect client confidentiality.
Headline numbers
What changed
Missed parts arrivals
Effectively zero
'Any update?' calls
Down about 65%
Weekly office admin
Down about 8 hrs
Build time
8 weeks to launch
The problem
Where they were stuck
Bookings and dispatch lived in a shared calendar with no history.
Parts on order were tracked in a spreadsheet only one person kept up.
Customers called for status because there was no other way to check.
Techs re-asked customers for model and serial numbers on almost every visit.
The approach
What we built and why
- 1
Structured intake capturing appliance, symptoms, and history.
- 2
Dispatch board with drag between techs and days.
- 3
Parts on order linked to jobs, with automatic flags when parts arrived.
- 4
Customer portal for status, quote approvals, and photos.
The result
What it actually did
Parts arrivals no longer get missed because the job flags automatically.
'Any update?' calls dropped about 65% once the portal went live.
Weekly office admin dropped about 8 hours.
New techs get onboarded in a day because the phone view is simple.
Under the hood
What it's built on
Stack & shape
- Web app plus mobile view for techs
- Postgres database, owned by the client
- Twilio for SMS status updates
- Stripe for card payments