An appliance repair CRM built around the two-visit repair: diagnose, quote, order, return.
Most appliance repairs are two visits days apart with a part in between, and that gap is where the trade loses money and goodwill: the wrong part, the part that arrived and nobody noticed, the return visit that took a week of phone tag. A CRM for this trade makes the gap routine, and it remembers every appliance in the house for the next call.
The part in the middle is the whole problem
A plumber's job usually ends on the first visit. An appliance tech's often does not: the diagnostic finds a failed control board or a drain pump that is not on the van, the customer approves a quote, the part is ordered from a distributor or the manufacturer, it arrives in days or weeks, and the tech goes back. Each step has a date, a person waiting and a way to go wrong. The office has to know which jobs are waiting on a quote, which on a part, which parts have arrived, and which return visits are not yet scheduled, without reading through a stack of tickets.
The payer complicates it further. The same job can be billed to the homeowner, to a manufacturer under warranty with an authorization number and a set labor rate, or to a home warranty company with a dispatch number, a cap and its own portal. Each has different paperwork, different margins and a different definition of done, and a CRM that does not tag the payer cannot tell you which half of your work actually pays.
Then there is the household. A home has a refrigerator, a washer, a dryer, a dishwasher, a range and more, and a family that was happy with the dryer repair will call about the dishwasher if you remember them. The appliance record, with brand, model, serial, age and history per unit, is what turns one repair into a customer.
What an appliance repair CRM has to track
When one of these lives in a tech's head or on a sticky note in the parts bin, a return visit slips.
An appliance record for every unit at every address
Brand, model, serial, approximate age, past repairs and parts, and the photo of the tag, stored under the household so the next call starts with the history instead of a blank ticket.
Quote approval before the part is ordered
The tech records the failure, the part and the labor, the customer approves on a phone, and only then does the part order open, with the approval and the fee credit rule attached to the job.
Parts tracked from order to the van
Supplier, part number, order date, cost, tracking, arrival, and where it is sitting in the shop, on the job and on the parts board, with an alert to the office and a text to the customer when it arrives.
Return visits that schedule themselves
When the part is received, the customer gets a text with open times for the return visit, and the job moves to scheduled without a phone call. Unscheduled returns show on the board in red.
Payer tags with their paperwork
Customer, manufacturer warranty or home warranty on every job, with the authorization or dispatch number, the rate or cap, the claim deadline and the status of the claim, so the invoice matches the payer's rules.
Van stock and first-visit completion
Common parts on each van by appliance type, drawn down by completed jobs, and a report of first-visit completion by appliance and by tech, which tells you what to stock next.
How we build an appliance repair CRM
Built first for our own service companies, then shaped around your fee rules, your suppliers, your payers and your vans, in accounts you own.
Your fee and credit rules, applied automatically
The diagnostic fee by appliance category, whether it is credited on approval, the after-hours rule and the customer-supplied-parts policy, so every invoice matches what the caller was told.
A tech app with the tag photo and the failure codes
The model and serial from the booking, a place for the error code and photos, common failures for that model family from your own history, the quote screen and the signature, all working without signal in a basement laundry room.
A parts board for the office
Every open part order on one screen by status, with receiving by scanning or typing the part number, which flips the job to ready and fires the return-visit text.
Warranty claim exports
Manufacturer and home warranty jobs produce the claim or invoice in the format each payer wants, with the authorization number, the parts and the labor, and the claim status tracked until it is paid.
Tech credentials on file
Refrigerant certification and manufacturer training records on each tech, with expiration reminders, so sealed-system and authorized work is only dispatched to techs who can do it.
Owner reports
First-visit completion by appliance, parts return rate by supplier, margin by payer, days from diagnosis to return visit, repeat households, and revenue by brand, without exporting anything.
What you own on day one.
Every account is opened in your company's name with you as the owner. If you ever leave, you change a password, not your business.
- Domain, hosting and the site files
- Phone numbers and call recordings
- The CRM and its database
- Email and text lists, with consent records
- Google Business Profile and every listing
- Analytics and Search Console
Custom CRM for appliance repair, answered.
Is a custom CRM better than Housecall Pro or ServiceTitan for appliance repair?
Both handle dispatch and invoicing well and many appliance companies use them. What this trade adds is the parts gap, the payer rules and the appliance record per unit, which generic software leaves to notes. A custom build makes those the core of the system, with no seat fee, inside accounts that belong to you.
Can it import our customers and appliance history?
Yes. The old system's customers, jobs, invoices and any model or serial notes are exported, appliance records are built from them where the data allows, and nothing in the old system is deleted until you are satisfied.
How does it handle home warranty company portals?
The job carries the dispatch number, the cap and the deadlines, and produces the invoice in the format the company wants. Where a company offers a data connection we use it; where it only has a portal, the job gives the office everything to paste in one place.
What happens when the wrong part arrives?
Receiving records the mismatch with a photo, the job goes back to parts pending with the return to the supplier tracked, the customer gets an honest text with the new date, and the supplier's error rate shows up on the report.
Can it apply the diagnostic fee to the repair automatically?
Yes, by the rule you set per category. The fee is collected on the first visit, credited on approval if that is your policy, and the invoice shows the math so the customer sees what they were told.
Custom CRM for appliance repair. Owned by you.
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