How ABQ Phone Repair Built a Reliable Repair Workflow with RepairDesk

A decade in business, more than 1,000 five-star reviews, and a workflow that finally keeps up with the counter.

For most repair shops, the real test is not the bench. It is the repair shop workflow behind the counter. ABQ Phone Repair & Accessories learned that the hard way, and then fixed it for good with a comprehensive repair shop management software.

The Business

ABQ Phone Repair & Accessories is an independent repair shop in Albuquerque, New Mexico. The business has served the local market for more than a decade. The current Menaul Boulevard location has been operating for about eight years. Founded by Atakan Aynaci, the shop grew the way most trusted repair shops do: by word of mouth. Repeat customers came back while referrals brought in new ones as the word spread.

That reputation now shows up clearly in the numbers. The shop has earned more than 1,000 five-star reviews. ABQ Phone Repair & Accessories holds a BBB A+ accreditation. Every screen replacement comes with a lifetime warranty. And that’s not all. Walk-ins get the same treatment as repeat visits, with clear pricing, honest assessments, and turnaround most customers measure in hours, not days.

For Aynaci, none of this is complicated. As he puts it, “the most important thing is trust.“ That belief sits at the center of how the business runs. So it mattered that the systems behind the counter could live up to the same standard customers had come to expect at the front.

The Challenge

As the business grew, the hard part was no longer the repairs themselves. It was everything around them. Hundreds of customers came through each month. The team needed a fast way to confirm what had been done on a previous visit, what had been charged, and whether a warranty claim tied back to an earlier job.

“That was the biggest issue. Looking up transaction history if somebody comes back and says, hey, I had my phone repaired here before. What was done to it, what was charged, and all of that,” says Aynaci.

The business had also moved through multiple software changes before landing on RepairDesk. Every switch came with its own cost. Each migration meant disruption, retraining, and the risk of losing records that mattered for warranty work. So the shop did not need another short-term tool. It needed something stable enough to end the cycle for good.

“I was fed up with our experiences with the software. It got to a point where I was tired of losing data and starting over,” Aynaci recalls.

The Solution: A Repair Shop Workflow Built Around RepairDesk

ABQ Phone Repair had outgrown lighter systems. The shop needed one place to run tickets, customer history, inventory, and day-to-day tracking without gaps between them. RepairDesk brought that structure to the operation. As a result, the team got a more reliable repair shop workflow internally, while customers got a clearer experience on the outside.

“It didn’t take long to realize that RepairDesk actually answered all our problems and questions and stuff. So we are really happy,” Aynaci adds.

Here is how the operation runs day to day.

Repair Tickets and Customer History in One System

Every device gets its own ticket the moment it lands at the counter. Then that ticket carries the full customer history alongside it. The team can quickly check job information, look back at earlier repairs, and handle repeat visits without slowing down. Nothing has to be remembered, reconstructed, or pulled from a separate system.

Warranty Claims Resolved on the Spot

The unified ticket history pays off most clearly at the warranty counter. Instead of recalling past details or checking different places, the team opens the original ticket, confirms what was done, and handles the claim right there.

“RepairDesk makes it so easy for us that people come with the warranty claims, and we just pull their tickets with the software capability and boom,” says Aynaci.

That matters more for a shop like ABQ Phone Repair, because every screen replacement is backed by a lifetime warranty. So the volume of warranty interactions is real, and the workflow has to support it without becoming a bottleneck.

Automated Customer Communication

Once communication became part of the workflow, keeping customers updated took a lot less effort. RepairDesk gave ABQ Phone Repair a practical way to share progress during repairs. Meanwhile, the front desk stopped having to manually follow up every time. Customers had fewer reasons to chase updates, and the team had a more dependable way to keep communication moving from drop-off to pickup.

Integrated Phone System

The RepairDesk Phone System ties incoming calls to the ticket and customer record. As a result, the team can respond faster and with full context. That cut down on the back-and-forth that used to happen every time a customer called in for a status update. It also kept the experience consistent whether someone called, walked in, or followed up on a warranty.

Reporting and Employee Management

Beyond the front counter, RepairDesk gave Aynaci better visibility into how the shop was running. Reporting and employee management tools added the kind of oversight the business needed as it grew. So it became easier to see what was happening across the workflow without having to stay close to every ticket personally.

The Results

For ABQ Phone Repair, the difference became obvious once the right system was in place. After years of unreliable software, having something stable behind the counter took a lot of friction out of the day. The repair shop workflow stayed organized from intake through completion. As a result, the back-and-forth that used to slow down repeat visits and warranty calls quietly disappeared.

Here is what changed across the operation:

• Faster access to repair tickets and complete customer history
• Warranty claims are resolved on the spot by pulling the original ticket
• More consistent communication from check-in to pickup
• Better visibility across the shop as repairs moved through the workflow
• Stronger oversight through reporting and employee management
• An end to the cycle of switching tools and losing data along the way

The shift was meaningful enough that Aynaci put it simply.

“After RepairDesk, it’s been the most reliable so far.”

Looking Ahead

ABQ Phone Repair & Accessories has grown by staying focused on what builds trust. That means dependable repair work, clear communication, and a warranty customers can actually rely on. Today, with RepairDesk handling the operational layer, the team can keep that standard consistent as the shop takes on more device categories and more repeat customers each month.

For Aynaci, the lesson for other shop owners is straightforward. The setup behind the counter matters as much as the work being done at the bench. So scaling gets harder when there is no clear system tracking the moving parts.

“If they want to make money, if they want to escalate, they need a good system. If you want to have a good system, then you need to have a good POS system. And then I think that’s where RepairDesk comes in.”