A repair shop can look busy even when the main problem is a blocked queue. Some phones need inspection, others need a part, and finished devices may still be waiting for payment or customer collection. Treating all of them as “open repairs” makes it harder to decide what the team should do next.
For mobile phone repair businesses across Sri Lanka, a practical workload routine starts with the repair record. Distribook’s repair tools help staff follow device identity, assignment, technical progress, parts and handover when the relevant features and permissions are enabled.
Start with accurate intake information
Record the customer’s contact details, real device identifier, condition, accessories and reported problems when accepting the phone. Include permitted priority, promised time and supporting evidence so the technician does not have to reconstruct the customer’s explanation later.
Use the repair intake instructions and check for an existing active claim before creating another. For an external device, record the source correctly. Warranty work requires genuine coverage, rather than an assumption based on the handset’s age or model.
A clear intake record gives the technician a starting point and gives the front counter something specific to review when the customer asks for an update.
Review assigned, unassigned and overdue work
At the start of the working day, open Repair Jobs and review the available assignment, overdue, priority and custody filters. Identify jobs without a technician and jobs approaching or past the promised time. Then inspect the actual claim before changing its assignment or making a new promise.
Visibility and reassignment are permission-controlled. A technician may see only assigned work, and reassignment has its own restrictions. Use the authorised manager or intake role to make changes when needed instead of sharing another person’s credentials.
The technical progress guide explains the job view and available actions. Inspection, approval, completion and rejection are workflow actions, not labels to choose simply to make a list look tidy.
Use work points with the right meaning
Default repair problems can have Work points. They describe technician workload, giving the business a way to represent different kinds of work beyond a simple count of devices.
For example, the shop can decide that a straightforward task and a more involved diagnosis deserve different point values. The appropriate values are the shop’s own assessment; they are not standard repair prices or a guaranteed measure of time.
Keep the distinctions clear:
- Work points describe workload.
- Repair charges describe what the customer owes.
- Recorded parts describe what was reserved or installed.
- Payout calculations help review technician amounts but do not prove payment.
The repair reference-list guide explains the work-point settings. Review changes with the responsible manager so staff use the same meaning when selecting a reported problem.
Identify parts blockers before promising completion
Check which jobs need stock before promising a collection time. Reserve the required part from the correct warehouse, consume only what is actually installed and release unused reservations.
A purchase request identifies a need; marking it received does not itself put the part into inventory. Use the appropriate receiving workflow for the physical delivery. After installation, check the linked charge so the same part is not charged twice.
The parts and part-warranty guide explains returns, shortages and warranty timing. Only the appropriate sellable return increases saleable stock; a damaged or quarantined part should not be treated as ready to sell.
Keep technical completion separate from handover
A repair marked complete may still need payment, accessory checks, reservation release or customer collection. Record the diagnosis and actual work performed, then confirm what the refreshed status says the job needs next.
Use Repair Collections to review the final total, previous payments, advances and remaining balance. Before handing over the phone, check the device and accessories with the customer and complete the permitted collection action.
The payment and handover guide explains these checks. Installed-part warranties that are pending handover become active through actual customer collection; technical completion alone is not the same event.
Review reports to decide the next action
Repair Reports includes Performance, Uncollected and Parts to reorder. Use those sections to identify work that needs attention, then return to the claim or stock workflow to take the action. A report does not place a purchase order or receive a part.
Admin reports also cover technician activity, repair intake and technician payout calculations. Compare dates, technician and branch scope before drawing conclusions. An empty result under one user’s permissions does not establish that every branch has no waiting devices.
Follow the repair reports guide and Admin service reports guide. A short daily review of unassigned jobs, overdue work, parts shortages and uncollected devices helps the team distinguish the next task from the total number of repairs on the shelf.
If your counter also sells phones, accessories or reloads, read mobile shop POS in Sri Lanka for the wider workflow. Contact Distribook to discuss your repair team’s responsibilities, intake process and reporting needs.