How Tailored Computer Care Gained 2x Efficiency with RepairDesk

What’s on top of your priorities list as a repair shop owner? 

If it’s operational efficiency, you’re not alone. Michael Taylor, the veteran owner of Tailored Computer Care, has been down the same road. He felt the need for an efficiency boost in his repair shop’s workflow, as his earlier POS systems didn’t quite work. That’s when Michael started looking for an all-in-one repair shop management software. Here’s the complete story of how RepairDesk changed the way his repair shop operates.

Business: Tailored Computer Care

Specializes in: Computer, Tablet, and Cell Phone Repair

Location: NY, USA

The Business

Established in 2010, Tailored Computer Care is a veteran-owned repair business specializing in smartphone, tablet, laptop, and computer repairs. 

Apart from their expertise in device diagnostics, troubleshooting, repair, and maintenance, they also offer custom PC building tailored to your needs. Tailored Computer Care stands out as a repair business by prioritizing affordability and offering cost-effective repair solutions to its customers.

The Challenge

Driven by his passion for information technology, Michael started his repair company in his basement while still serving in the US Army. Transitioning to a brick-and-mortar business, he came across his first challenge with Square POS, as it lacked robust repair tracking and didn’t help with managing his repair shop inventory. 

Next, he tried RepairShopr, which didn’t have the professional aesthetic and lacked vendor integrations. Michael was looking for an all-in-one system that’s easy to use to support his growing business. 

There was no such thing as operational efficiency. Instead, Michael was just trying to create a positive image with customers while he struggled to manage inventory and invoicing manually. 

As years passed, Michael found no improvements being made to his existing systems, prompting him to look for a solution that offered both functionality and continuous improvements.

The Solution

After doing some research, Michael came across RepairDesk after watching a YouTube Video of Jeff Baker, an influential repair industry expert who has automated his repair business with the help of RepairDesk. 

Thanks to Jeff’s walkthroughs and positive reviews, Michael was convinced that RepairDesk was the solution he needed. It had continuous updates and quality-of-life improvements based on user feedback, which became key deciding factors for Michael.

Michael loved the system’s UI and features, such as the POS itself, and how add-ons like PhonePro could improve customer interactions. He found the transition to RepairDesk very easy and instantly found the automated inventory management feature appealing. This is a man who was building his inventory himself due to the inefficiencies of previous systems.

RepairDesk Add-ons Used 

In particular, Michael appreciates the following aspects of RepairDesk:

1. Onboarding and Support

While the transition to RepairDesk was smooth, the support team was still there to support Michael through any issues he encountered, including troubleshooting receipt printing problems.

“The support team and user forum are wonderful resources,” says Michael

2. ScanPro

“You can automatically pull data from new inventory items by simply scanning them, and this significantly expedites inventory management”, says Michael. 

ScanPro has made operations much more efficient for Michael as he can easily register new inventory items without having to go through a manual process. 

3. OrderSync

Another way RepairDesk improved inventory management for Michael is through OrderSync. This game-changing feature allows Michael to easily order parts from MobileSentrix and get all the information within his POS. 

“I use OrderSync to import orders from MobileSentrix in one go,” Michael explains.

With the vendor’s order ID, Michael can fetch every detail from quantity and price to the SKUs. He is also able to tweak item attributes if required before creating a purchase order.. This streamlined process not only saves him hours worth of manual work but also keeps the inventory flowing smoothly.

4. PhonePro

“With PhonePro, I can instantly see who is calling along with their device status,  manage calls, take notes, and communicate with the team — all within the same system. It eliminates the need for handwritten notes, and that’s huge,” Michael shares.

PhonePro allows Michael to take call notes and log conversations in real time while talking to customers. He can associate tickets with customer calls, improving communication and enhancing repair efficiency. The customer is always in the loop, and it’s easier for Michael to meet their expectations, which is one of his top priorities.

When it comes to repair shops like Tailored Computer Care, which offer services such as custom PC building, tools like PhonePro are necessary to streamline the ticketing process from intake to completion.

The Results

Built specifically for the repair industry, RepairDesk has given Tailored Computer Care a much-needed efficiency boost. Michael can observe key repair shop metrics through a unified dashboard, eliminating the hassle of manual inventory counts. 

Repair Ticket Management

He doesn’t have to provide repair updates to customers as the comprehensive ticket management system in RepairDesk takes care of everything from start to finish. This includes diagnostics, images of the device, details of parts used and their prices, and technician notes. 

Customer Satisfaction

Beyond repairs, Michael finds RepairDesk useful in improving customer experience. Thanks to the customer portal, customers can get repair status updates and see photos and notes associated with the ticket.

“Customers love getting real-time updates and being able to see images of their damaged devices before and after. It builds trust and reduces unnecessary phone calls,” says Michael.

Review Automation

Michael also leverages Google Review Automation in RepairDesk to get more positive reviews from his customers. The feature allows him to automatically send an SMS after 24 hours requesting customers’ feedback and review. 

As a result, happy customers leave positive reviews, and Michael benefits from a positive online reputation. 

He doesn’t have to rely on staff or a QR code on his front desk, as RepairDesk takes care of it. Because of the increase in positive reviews, his business shows up higher on Google whenever people search for ‘computer repair near me’. 

Key Takeaways

Michael’s intelligent decision-making drives the journey of Tailored Computer Care. Based on his intuition, he continued to search until he found the right repair shop management software. His commitment to providing the best services, combined with the high-end features of ReparDesk, has allowed the business to scale.