How Times Ticking Optimized Mail-in Watch Repairs with RepairDesk

How do you keep a watch repair business thriving for decades?

Your answer might be continuous innovation or hiring the right marketing talent. However, Jared and Annette Foster believe that consistent business growth comes from prioritizing customers and working efficiently. 

Times Ticking thrives on the principle of delegating specific tasks to specialists, whether it is horology experts restoring antique timepieces or a repair shop management software that effectively tracks every stage of the repair process. 

Read on to find out how RepairDesk strengthens mail-in watch repair operations for Times Ticking.

Business: Times Ticking

Specializes in: Clock and Watch Repair, Retail

Locations: 3 locations in Layton, Ogden, Kaysville, UT, USA

The Business

When it was established in 1983, Times Ticking was a retail store offering watch and clock repairs. Fast forward to 2007, Jared and Annete Foster took over the business, leaving its name unchanged. However, they had a vision that would take the business to new heights. 

Nearly four decades later, Times Ticking now has three retail stores and accepts watch repair orders from all over the world. One of Times Ticking’s biggest differentiators is its mail-in watch repair service. But in the early days, the process wasn’t well-organized, which would make it difficult to scale. 

That’s when Jared adopted an organized structure inspired by a book he read, The E-Myth. The idea was to hire specialists and have them work on only one type of task.

“Let’s take McDonald’s, for example. The person who’s making burgers is only making burgers. Similarly, the guy taking orders is only doing one job that he specializes in,” says Jared.

This idea of dividing work has enabled Times Ticking to provide high-quality watch repairs, as staff no longer have to juggle multiple tasks. Skilled watchmakers take on repairs other shops wouldn’t, while marketers focus on establishing an online presence for the brand. The result is a system with no burnouts and a mail-in watch repair system that operates like clockwork to ensure a high customer return rate.

When asked what fueled Times Ticking’s long-term success, Jared said:

“We always put ourselves in the customer’s shoes.”

Instead of chasing short-term profits, the team’s objective is to provide exceptional, personalized customer service. Even if it means taking on some extra costs or discomfort, they ensure every customer is satisfied. 

The Challenge

With that said, scaling operations required more than just technical expertise. As Times Ticking’s reputation grew, so did the demands of managing both in-store and nationwide mail-in repairs. But instead of supporting that growth, their previous POS software was slowing them down.

For instance, he couldn’t stand the system taking 10-15 seconds to load a page and stalling employees during that time. When it comes to high-volume watch repairs, downtime has a significant impact on repair operations, leading to frustration among staff.

The team was unable to update tickets or process payments in real time. Due to the difficulty in accessing customer profiles, they were unable to provide quick and transparent solutions. For a business built on trust, these inefficiencies weren’t just operational hurdles. The slight delays chipped away at the seamless service Times Ticking wanted to deliver.

The Solution

That’s when Jared came across RepairDesk. During the trial period, RepairDesk’s responsive support team and smooth onboarding process immediately stood out to Jared. Not only was he able to serve customers better without system downtime, but he also enjoyed seamless integrations right out of the box.

Jared felt that Times Ticking and RepairDesk were made for each other, considering that both prioritize exceptional customer service. With faster page reloads and organized customer profiles, he successfully achieved his objective of personalizing the customer experience.

Apart from regular system updates and quick save functionality, here’s what Jared loves about RepairDesk:

Instant Access to Customer History

Being able to access customer information easily has enabled Jared to save valuable time and engage in more transparent, personalized conversations with customers. He can view customer notes, payment details, pre-and post-repair images, and the complete repair history in RepairDesk.

“There’s nothing better than having a personalized conversation with customers and having them realize that you care about them”, says Jared.

Online Payments via BlockChyp

As Times Ticking offers a nationwide mail-in service, they cannot compromise on smooth transactions. RepairDesk’s integration with BlockChyp gave Jared the ability to accept online payments without hiccups. The process is absolutely frictionless and secure, benefiting both the business and the customer.

“I love how RepairDesk’s integration with BlockChyp streamlines our payments for nationwide mail-in services,” Jared said.

ShipStation Integration

Mail-in watch repairs are only as efficient as the logistics behind them. With RepairDesk’s ShipStation integration, Times Ticking automated much of its shipping process, eliminating the need to switch platforms.

Dedicated Support Team

For someone like Jared, who prioritizes customer support at his business, having a dedicated support team at RepairDesk is a dream come true. He can always talk to them, discuss challenges and features, and also turn his ideas into reality through new feature implementation.

“The support is great, I always have someone I can talk to, and it’s like they are part of my team”, says Jared.

What the Future Holds for Times Ticking

Looking ahead, Times Ticking is preparing for the next phase of business growth. Jared plans to incorporate RepairDesk SMS at his mail-in watch repair shop system, so he can keep customers informed on repair updates in real-time. 

On a larger scale, they are in discussions to become the authorized repair center for Marathon Watches and are receiving inquiries from international markets.

With RepairDesk continuing to roll out new features, Jared feels confident that his team will be equipped with the necessary tools to scale without compromising on service quality.