How Mr. Mobile Solutions Cut 55% Turnaround Time with RepairDesk

What is your secret to driving repair business growth?

For some, it is opening new stores and serving more communities. But others, like Mr. Mobile Solutions, grow by continuously providing exceptional service. Reginald believes in going above and beyond for every customer, and that’s one of the plus points he would find in his repair shop management software.

Let’s take a look at Reginald’s repair shop growth journey and how RepairDesk plays a vital role in boosting its operational efficiency. 

Business: Mr. Mobile Solutions

Specializes in: cell phone, tablet repairs, prepaid services, activations, bill payments, and device sales.

Locations: Ocala, FL, USA

The Business

Located in the heart of Ocala, Florida, Mr. Mobile Solutions began its journey in January 2020 as a prepaid mobile carrier offering activations, bill payments, and device sales. But within six months, Reginald noticed the demand for cell phone repair. He didn’t hesitate, and before long, his business expanded from simple phone repairs to tablets, Chromebooks, and accessories.

What started as a prepaid service provider grew into a full-fledged repair shop known for reliable service and personal attention. 

Today, Mr. Mobile Solutions runs with a three-person team with Reginald, his wife Megan, and their technician Ada. They handle between 115 to 125 repairs each month, with a business model focused on building community relationships. They offer personalized experiences rather than scaling through multiple locations, which earns Mr. Mobile Solutions its reputation.

As Reginald puts it:

“One of our regular customers once wasn’t able to come by our shop to pick up their repaired device because they were busy. So I went out of my way to deliver the device to their place after work.”

“It’s about providing an experience, not just a service,” he adds

The Challenge

To be able to offer this kind of customer service, you need to have an efficient repair process. That’s where Reginald found a gap before he came across RepairDesk. Since Mr. Mobile Solutions didn’t start as a repair shop, the system they were using didn’t work for repair workflows like it did for prepaid activations.

With no functional repair module, the team had to track everything manually using sticky notes on workbenches and verbal updates flying around the store. They didn’t have a streamlined approach to track repairs or communicate effectively among the team. 

Not only did Reginald struggle with miscommunication, but found it hard to manage his inventory.

“If I stepped away, my team had to call or text me just to confirm prices or repair notes,” Reginald recalls. “That’s not sustainable when you’re trying to grow.”

As a result, routine repairs took up to 45 minutes per device. This kind of turnaround time and the lack of visibility into your repair history can never be good for scaling a business.

The Solution

Realizing the need for a tailored solution for his cell phone repair shop, Reginald started searching and found RepairDesk. The software instantly checked every box, as the customer support was top-notch, just like Reginald provided to his customers. Right out of the box, he loved the customizability and the ability to handle repairs as well as device sales and prepaid services.

“We needed more than just a cash register,” he says. “RepairDesk gave us a workflow, something we could actually build a business around.”

In particular, the team found these features of RepairDesk to be game-changers:

• Repair ticketing system 

They were able to organize repair orders and never missed anything important. They could add notes to tickets and print labels for seamless device tracking.

• Phone Pro  

They don’t need a separate phone system as all incoming calls appear within the POS system along with customer information and automated call recordings.

• Blockchyp

Reginald was able to simplify payment processing and reconciliation for the first time with Blockchyp, which made his life a lot easier.

• Automated SMS and email updates

None of the team members has to worry about sending messages to customers about repair updates as RepairDesk automates this process.

• Inventory and reporting tools

Reginald finds the inventory module useful in monitoring stock levels and also uses RepairDesk reports to keep an eye on his business performance on a daily basis.

But that’s not all. Apart from the automation and efficiency, the best change Reginald noticed was in his turnaround time. Repairs that previously took around 45 minutes are now completed in 20 minutes, or even less. That’s a 55% reduction in turnaround time. 

Future Directions for Mr. Mobile Solutions

From sticky-note tracking to a streamlined system that cut repair times in half, the story of Reginald’s repair shop is nothing short of inspirational. As for its future, the goal remains the same as always. It is to grow and improve the services instead of expanding to multiple locations.

Mr. Mobile Solutions plans to introduce device buybacks and trade-ins while continuing to build community relationships. To better serve his customers, Reginald plans to include membership perks and accessory bundles. Here, RepairDesk’s flexibility assists business growth and accommodates new services without disrupting current operations.

“RepairDesk keeps us focused,” he says. “I just love the customizability; you can configure it for any kind of service.”

There’s so much you can do with tailor-made software for repair shops and a team that puts the customers first. The story of Mr. Mobile Solutions proves that excellent service quality can outperform multiple locations when it comes to repair businesses.

If you’re looking for long-term success at your repair shop, you can start by understanding what your customers really need. Then, incorporating the right tools like an all-in-one repair shop software will unlock higher levels of efficiency.