Luis Míguez watchmakers have been repairing watches since 1982.
During all this time they have worked hard to improve their technical service, which has led them to adapt to modern times and make multiple changes and investments. Within this process of adaptation, technology that helped increase the volume of work was always important. This growth, which is always welcome, bought with it a problem: an increase in calls to check the status of repairs and to reclaim watches.
Increase in incoming calls to the workshop
In Luis’ own words “if we don´t provide the customer with a tool when they can check the status of a repair, they are inevitably going to call”. This problem mean´t that Luis and his technicians spent half their time on phone calls to give information about repairs to their customers. With manyrepairs we have reduced the number of calls by 50% meaning that more time could be spent on the actual repairs.
if we don´t provide the customer with a tool when they can check the status of a repair, they are inevitably going to call
Luís Míguez, 2018
Reclaiming repaired watches
Another of the problems Luis found were the constant calls by customers reclaiming their watches and the misunderstanding after leaving their goods in the workshop. Although these kind of issues weren´t common, the unrest it caused was significant because when you want to offer a high quality service, every detail counts.
With manyrepairs, we can attach high-resolution photographs to each repair, meaning that when sending the deposit slip (which can de digital or printed) both the customer and the workshop have the same information: the same photos and details. This helps avoid misunderstandings, discussions and even the loss of customers. Transparency is key.