Install and after-sales happen at the customer door, not in the office. Dispatch drops an address in the group, the tech replies “got it,” parts come from another warehouse ask, done photos go to another album, month-end settlement is from memory. A customer calling for status starts another group question. Closing the loop is not more menus. Each work order is a card: current state is clear, who clicks next is clear, overtime is visible. Dispatch without a Blocked column looks en route. Half of it is waiting parts. Dispatch numbers keep lying.
Card actions you cannot skip
Create with address, product, fault or install item, and a window. Assign a named person — not “whoever is free.” Arrival must change state. Blocked needs a reason: waiting parts, customer not home, second visit. Done needs photos and customer confirm. Follow-up and settle hang on done — not another sheet. What close does to quality and after-sales is in what changes after work orders close the loop. If parts leave a warehouse, they must deduct stock. See stock matching the books.
WeChat-group dispatch has no state, no overtime, no settlement basis. See WeChat-group orders. Use the system as a ledger and backfill at home, and the truth at the door is gone. See ledger vs. operations system. When people leave, unfinished tickets must stay in the pool. See handover when people leave.
How phase one closes
The tech’s phone can take the ticket, change state, and photograph. Dispatch can see overtime. Settlement can run from done tickets. Navigation, routing, and smart assign can wait. If the floor is still messy, check whether visits happen with no document. See the floor is still messy. DaXi builds dispatch cards from your install items and parts rules. To close after-sales, go to Business systems service page and say how you assign techs today. Visible efficiency is one fewer chase and one fewer settlement fight. See efficiency you can see. If dispatch is short-handed, build state and overtime first, not an auto-assign algorithm. A false state only assigns the wrong ticket faster.
A second visit opens a child ticket. The loop stops at settlement
A second visit opens a child ticket or a new state. Do not overwrite time on the original or scorecards and complaints will miss. If the customer reschedules, the window, map, and SMS change together. In-warranty vs. out-of-warranty fees sit on the work-order type so a tech does not promise free on the doorstep. The last cell is settlement — not “the group said it was done.”
Do not add groups at peak. When Blocked thickens, clear parts and reschedules first — do not stuff more into En route. A refused ticket needs a reason code or easy jobs get picked and hard ones pile in To assign. A bad rating must open that ticket’s photos and timeline, not another blame meeting. If install hangs on a sales order, done writes back to the line so finance invoices on install complete — project cash and hours stay one skin. Weak mobile network can change state first and sync later. It cannot allow a week of offline backfill. That is a ledger again. A full board is not a broken system. Dispatch should stop assigning and digest the block.