Service Writer Complete Guide
The comprehensive guide to the Service Writer interface - the command center for all shop operations.
Service Writer Hub Overview
Access Points
The Service Writer Modal is accessible through multiple routes, all providing the same powerful interface:
/dashboard/service-writer- Traditional dashboard view/dashboard/service-writer-two- Kanban board visualization/appointments- Direct appointment management/repair-orders- Existing repair order management
Modal Intelligence
The Service Writer Modal adapts based on context:
- Create Mode: Building new repair orders from scratch
- Edit Mode: Modifying existing repair orders
- View Mode: Read-only access for completed work
- Workflow Mode: Managing status transitions and updates
- Convert Mode: Converting appointments into repair orders
Dashboard Views
Traditional Dashboard (/dashboard/service-writer)
Layout Components
| Section | Purpose | Key Features |
|---|---|---|
| Today's Schedule | Appointment overview | Time slots, customer info |
| Active Repairs | Work in progress | Status, technician, progress |
| Pending Approvals | Awaiting customer | Estimates, follow-ups |
| Ready for Pickup | Completed work | Invoice status, notifications |
Quick Actions Bar
- New Repair Order - Start from scratch
- Check In Customer - Convert appointment
- Quick Estimate - Fast quotes
- Find Customer - Search database
- Parts Order - Inventory management
Kanban Board View (/dashboard/service-writer-two)
Workflow Columns
Visual Pipeline Management: The Kanban board displays repair orders as cards that can be moved between columns:
- Column 1 - Scheduled: Upcoming appointments waiting to be checked in
- Column 2 - Check-In: Vehicles being inspected and diagnosed
- Column 3 - Active: Repairs currently in progress
- Column 4 - Quality: Final testing and quality control
- Column 5 - Complete: Finished work ready for customer pickup
Cards can be dragged from left to right as work progresses through each stage.
Card Information
Each card displays:
- Customer name and vehicle
- Service type
- Assigned technician
- Time in current status
- Priority indicator
- Quick action buttons
Appointment to Repair Order Conversion
The Critical Check-In Process
Step 1: Customer Arrival
When a customer arrives with an appointment:
- Open the Service Writer Modal from the dashboard
- Select their appointment from today's schedule
- The modal automatically enters 'convert' mode
- Customer concerns from their original booking are pre-filled
Step 2: Required Information Capture
| Field | Requirement | Purpose |
|---|---|---|
| Mileage In | Required | Track service intervals |
| Key Tag | Required | Physical key tracking |
| Customer Concerns | Required | Document complaints |
| Technician | Required | Assign responsibility |
Step 3: Service Addition
- Browse Canned Jobs - Pre-configured services
- Add Custom Services - Unique repairs
- Set Labor Hours - Time estimates
- Calculate Pricing - Auto-computation
- Apply Discounts - Loyalty/promotional
Step 4: Generate Repair Order
- Appointment status → "Checked In"
- Repair order created with unique ID
- Jobs linked to repair order
- Technician notified
- Customer receives update
Repair Order Management
Status Workflow Management
Status Progression Rules
Standard Status Flow:
- Scheduled → Checked In (customer arrives)
- Checked In → Inspecting (diagnosis begins)
- Inspecting → Waiting Approval OR Approved (estimate sent or immediate approval)
- Waiting Approval → Approved OR Declined (customer decision)
- Approved → In Progress (work begins)
- In Progress → Quality Check (work completed)
- Quality Check → Completed (final approval)
- Completed → Invoiced (billing created)
- Invoiced → Paid (payment received)
Visual Status Indicators
| Status | Color | Icon | Next Actions |
|---|---|---|---|
| Draft | Gray | Document | Schedule, Start |
| Scheduled | Blue | Calendar | Check In, Cancel |
| In Progress | Purple | Wrench | Update, Pause |
| Waiting | Orange | Clock | Follow Up, Approve |
| Completed | Green | Check | Invoice, Notify |
Smart Technician Assignment
Assignment Algorithm
Factors Considered for Technician Assignment:
- Current Workload (40% weight): How busy each technician currently is
- Skill Match (30% weight): How well their expertise matches the service needed
- Historical Performance (20% weight): Past quality and efficiency on similar jobs
- Customer Preference (10% weight): Any specific technician requests from customers
Result: The system provides a ranked list of recommended technicians based on these factors.
Workload Visualization
- Green (0-70%) - Available capacity
- Yellow (70-90%) - Near capacity
- Red (90%+) - Overloaded
Estimate Creation & Management
Building Estimates
Components
-
Labor Charges
- Service type × Labor rate × Hours
- Different rates for different services
- Overtime considerations
-
Parts Pricing
- Cost + Markup percentage
- List price vs. shop price
- Core charges if applicable
-
Shop Fees
- Environmental fees
- Shop supplies (% or flat)
- Disposal fees
-
Taxes
- Auto-calculated by location
- Labor vs. parts taxation
- Exemptions handled
Customer Approval Process
Digital Approval Flow
Step-by-Step Customer Approval Process:
1. Generate Estimate
- Create detailed PDF with photos and explanations
- Include parts, labor, and total costs
2. Send to Customer
- Email with PDF attachment
- SMS with approval link
- Both methods include deadline information
3. Customer Reviews
- Secure online portal for estimate review
- Photos and detailed explanations provided
- Clear pricing breakdown displayed
4. Approval Actions
- Approve All: Accept entire estimate
- Approve Selected: Choose specific services only
- Decline/Request Changes: Ask for modifications or decline work
5. Update Repair Order
- Authorized jobs are marked for work
- Technician receives work authorization
- Customer receives confirmation of approved work
Communication Center
Integrated Messaging
Message Types
- Internal Notes - Staff only
- Customer Messages - Approved communications
- Technician Updates - Work progress
- System Notifications - Automatic alerts
Conversation Threading
Conversation Structure - Messages are organized chronologically:
- Appointment Messages: Initial booking and pre-arrival communications
- Check-in Discussion: Vehicle inspection and customer concerns documented
- Inspection Findings: Diagnostic results and recommendations shared
- Approval Requests: Estimates and customer authorization communications
- Progress Updates: Work status updates and any delays or changes
- Completion Notices: Ready for pickup notifications and final details
Notification Management
| Event | Customer | Technician | Manager |
|---|---|---|---|
| Check-in | SMS/Email | - | - |
| Inspection Complete | Email + Link | - | If issues |
| Work Started | SMS | Assigned | - |
| Ready for Pickup | SMS/Email/Call | Complete | - |
| Payment Received | Receipt | - | Daily report |
Search & Filters
Quick Search
- Customer name or phone
- Vehicle license or VIN
- Repair order number
- Appointment ID
- Technician name
Advanced Filters
Available Filter Options:
- Date Range: Filter by appointment or completion dates
- Status: Show specific workflow stages only
- Technician: View work assigned to specific staff members
- Service Type: Filter by oil change, brake service, diagnostics, etc.
- Price Range: Show jobs within specific dollar amounts
- Customer Type: Regular customers, walk-ins, fleet accounts
- Priority Level: High-priority, warranty, or standard work
Real-Time Analytics
Service Writer Metrics
| Metric | Description | Target |
|---|---|---|
| Conversion Rate | Estimates → Approved | 70%+ |
| Average Ticket | Revenue per RO | $450+ |
| Cycle Time | Check-in → Complete | 4 hours |
| Communication Response | Reply time | 15 min |
Daily Performance Dashboard
- Jobs created today
- Revenue generated
- Appointments converted
- Pending approvals
- Customer satisfaction
Best Practices
Morning Routine
- Review today's appointments
- Check yesterday's carryovers
- Verify parts availability
- Assign technicians
- Prepare for first arrivals
Customer Interaction
- Greet Promptly - Within 2 minutes
- Listen Actively - Document concerns
- Set Expectations - Timeline and process
- Communicate Clearly - No jargon
- Follow Up - Status updates
Efficiency Tips
- Use Templates - Canned jobs save time
- Batch Communications - Group updates
- Keyboard Shortcuts - Learn hotkeys
- Quick Notes - Voice transcription
- Status Discipline - Update immediately
Advanced Features
AI-Powered Assistance
- Estimate Suggestions - Based on symptoms
- Parts Recommendations - Smart lookup
- Customer Insights - History analysis
- Scheduling Optimization - Best slot selection
Integration Capabilities
- DMS Import - Tekmetric migration
- Parts Catalogs - Real-time pricing
- Payment Processing - Instant transactions
- Insurance - Direct billing (coming)
Troubleshooting
Common Issues & Solutions
| Issue | Cause | Solution |
|---|---|---|
| Modal won't open | Browser cache | Clear cache, refresh |
| Can't convert appointment | Missing data | Check required fields |
| Technician not available | Full schedule | Adjust capacity |
| Customer can't approve | Link expired | Resend approval |
| Payment fails | Card issue | Try different method |
The Service Writer interface: Where customer service meets operational excellence.