All the steps to submit a repair request—now packed into a single kiosk | Kiosk Studio Session #6

All the steps to submit a repair request—now packed into a single kiosk | Kiosk Studio Session #6

Looking for more ideas? Please check out our other posts!
  • Session #1 covers how to view customers from the same industry.
  • Session #2 covers how to build a call script kiosk.
  • Session #3 looks at streamlining appointments. 
  • Session #4 shows how kiosks can simplify sales for bank employees.
  • Session #5 helps you review loan applications quickly.
  • Session #6 packs an entire service request workflow into a single kiosk. [You are here]
  • Session #7 helps you create your own convert feature.
  • Session #8 shows you how to view a record's subform entries - without opening that record!

Hello everyone,

As a fast-growing distributor of heavy machinery, Zylker found itself struggling with a growing pain: repair request chaos. Dealers were frustrated by delays and employees were frustrated by the overwhelming number of steps involved in submitting a single request.

Submitting a repair request meant switching tabs, jumping across CRM modules, filtering data, copying serial numbers, manually checking warranty status on external sites, sending emails, creating related records, and hoping nothing was missed.



With so many new employees joining, things only got slower. They weren’t sure where to look, what steps to follow, or what to do next. Dealers were left waiting on the line while reps struggled through the CRM.

Zylker turned to Kiosk Studio in Zoho CRM

Admins packaged the entire repair request submission workflow into a single kiosk. UI, logic, and automation come together in one place, which helps reps submit requests faster and without errors. See a rep flow through a submission here:



Looks and feels simple, right? It is. Behind the scenes, Zylker's kiosk ensures that the process is executed flawlessly. As reps move through a single series of screens, the kiosk does a lot of heavy lifting
  1. The kiosk searches through the records in the Dealers module and lists the matching dealers.
  2. Once a dealer is selected, the kiosk retrieves records from the Equipment Purchases module, which are linked to that dealer.
  3. Once a piece of equipment is selected, the kiosk queries the manufacturer's system with an API call using the machine's serial number. It then displays the warranty status and other details to the user.
  4. When the user clicks Proceed, the kiosk chooses a path for active warranties. If the warranty status has expired or is "in process," other paths are chosen with different screens and actions.
  5. The details needed to submit a repair request are collected and pre-filled if the details are already available in Zoho CRM or in the kiosk.
  6. Once the user checks the terms and conditions and clicks Submit, two records are created automatically: a repair request record and a warranty claim record. The equipment purchase record is tagged appropriately.

Configuration



This kiosk is configured using the following:
  • Screens that retrieve and show information to the user, along with buttons to make choices
  • GetRecord components that retrieve data from modules in Zoho CRM like Dealers, Equipment Purchases, and Technicians
  • A query that makes a REST API call to retrieve the warranty status from the manufacturer's system
  • A decision component that automatically chooses paths based on the warranty status returned in the query
  • Actions like create record, create tag, and send email notifications that automate as much of the work as possible in each path
In Zylker's case, a total of 28 components were used, along with four GetRecord components and a query. You can check out the screens of the configured components to get a sense of what this looks like:

We hope you found this session informative. Please share your feedback and stay tuned for the next session!
New to Kiosk Studio? Get up to speed quickly by checking out the following resources:
Check out previous Kiosk Studio session posts here: Session #1 covers how to view customers from the same industry, Session #2 covers how to build a call script kiosk, Session #3 looks at streamlining appointments, Session #4 shows how kiosks can simplify sales for bank employees, and Session #5 helps you review loan applications quickly.

NotesGot a Kiosk Studio success story or creative use case? Share it in the comments—we might feature yours in an upcoming post!

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