Streamlining Service: Clearer Requests, Smarter Tracking
Streamlining Service: Clearer Requests, Smarter Tracking
As part of our continued effort to improve clarity, accountability, and efficiency across our service and parts process, we’re rolling out a series of updates spanning our website, internal tools, and reporting platforms. These changes are designed to reduce friction, improve visibility into billable versus warranty work, and ensure requests are handled accurately from submission through invoicing.
Below is an overview of what’s changing and why it matters.
Website Updates: Clearer Requests from the Start
We’re refining the service request experience to set clearer expectations upfront.
- The service request form will now be labeled “Service, Parts, & Replacement Glass” to better reflect its purpose.
- A new informational step explains that requests will be reviewed by Awake’s service team to determine whether items are warranty or billable. If charges apply, a quote will be issued for approval before processing.
- A new question has been added asking customers whether they believe the request is a no-charge warranty item, helping guide internal review from the outset.
- Making internal enhancements for better service and tracking.
Looking Ahead: Future Enhancements
We’re also planning future improvements to further streamline service and parts ordering, including the ability to order loose parts as billable items directly from a service ticket, complete with an automatically generated quote for customer approval.
These updates are an important step toward creating a more transparent, scalable, and accountable service workflow—one that supports our teams internally while delivering a clearer, more consistent experience for our customers.