Customer reports an issue → support creates a ticket → engineer visits on-site → parts replaced → wrap-up & acceptance → satisfaction follow-up. Every step has an owner, a time commitment and a data trail, turning after-sales service into an engine for repeat purchases.
From intake to follow-up, every step has the capability it needs
Five intake channels — support hotline, customer app, mini-program, email, QR-code repair requests — all converge in one place
Smart engineer recommendations by region, specialty and current load, with auto-dispatch or manual dispatch by a manager
Engineers register parts requisitions linked to inventory outbound; returned parts are registered on recovery and stock auto-adjusts
Engineers take on-site photos and videos for evidence, with before/after comparisons and a traceable repair process
A service report PDF auto-generates on completion, with customer e-signature + QR-code scan confirmation
The system auto-launches a follow-up (SMS / call) within 24 hours of closure, with alerts for ratings below 3 stars
Service Flow Loop
Within 30 minutes of a repair request, a ticket is dispatched to the engineer's phone; the engineer accepts / declines on H5, plans the route after accepting, checks in on arrival → takes on-site photos → logs the repair → service report → customer signature.
When an engineer replaces a part on-site, the part is registered from inventory outbound onto the ticket, and offset against the reimbursement form on closure. The after-sales department links seamlessly with inventory and finance.
A customer's fridge needs repair; support dispatches an engineer within an hour to replace the compressor, with an e-signed service report.
A factory's equipment goes down; the engineer arrives within the contract SLA of 12 hours to replace + debug + train the on-site operator.
A customer's system errors out; tech support assists remotely → the ticket escalates to dev → fix deployed, with progress visible to the customer throughout.
A customer reports a charging issue; the store dispatches a technician on-site, parts + labor logged on the ticket, free within the warranty period.
An engineer's personal after-sales ticket list
An after-sales data dashboard with issue root-cause + trends
After-sales is a subset of tickets, sharing the base ticket capabilities
After-sales tickets attach to customer profiles, tracking repeat-purchase leads
Turn after-sales from a cost center into an engine for repeat purchases