Processing the inspection and repair of damaged IT equipment
The client inspects and repairs mobile phones and computers for major insurance companies. They needed a bespoke online software solution that could control every element of this process from arranging the collection of the item from the policy holder to delivery of the repaired item.
Their new system would have to interact directly with the servers of the insurance company to collect new instructions and report on the condition of the damaged item and the progress of the repair.
When the policyholder initiates a claim their insurer places a file with the claim details on their server in a folder specific to my client. Every 30 minutes of the working day the new online database checks this folder and collects any new instructions. These are then automatically imported into the database to create a new job file with details of the policyholder, the claim and the agreed collection date. The new job is assigned a unique ID which will be used as a barcode label to track the item when it arrives.
At the end of each day the new repair processing database checks for any jobs that are due for collection the next day and creates a file for the courier. This file is then automatically sent to the server of the courier.
Each morning the courier delivers a batch of boxes to my client. Their barcode labels (representing the unique ID of the job in the new database) is scanned which updates the system to say they have arrived.
An engineer collects a box to inspect the mobile phone or laptop. He scans the barcode and the barcode label on his work bench. This updates the item’s location in the database. The inspection is then carried out to see if the item is repairable or beyond economical repair (BER). The engineer completes the online inspection form and clicks a link to send it to the server of the insurer in a file format that allows their own system to import the relevant data.
If a repair is to be carried out the insurer gives authorisation and the engineer proceeds. Any parts and labour used are added to the online job sheet so that the repair cost is accurately recorded.
If a part is needed that is not showing as in stock then a line is added to the open purchase order of the appropriate supplier and the status of the job is updated to 'Awaiting parts'. These open purchase orders can be closed and sent as needed. They are emailed to the supplier with a barcode of the purchase order reference.
When parts orders arrive the barcode inside is scanned and details of the PO appear on screen. Actual contents are compared and booked in. Any job that has been waiting for one of the newly arrived parts is automatically updated to 'Parts arrived' and a message appears in the task list of the assigned engineer to let them know the repair can now proceed.
Once the repair has been completed the engineer confirms the parts have been fitted. The job is then invoiced with one click at a value calculated by the database according to the rules set in the code for that type of item undergoing that type of repair.
A member of the admin team contacts the policyholder to arrange a delivery date. A file is sent each night to the courier with information on all deliveries that need to leave the warehouse the next working day. Items are scanned as they leave the warehouse to update the job status and confirm the departure time.