Features
FaultBook has a vast array of features that have been designed from the ground up to make your processes as easy as possible. Check them out below.
Customer Management
At the centre of FaultBook is the the customers module. This feature underpins everything else that takes place and is what all other services are tied to. Our Customers module allows you to assign Customers to Retailers, thereby allowing you to easily serve both retail customers and consumers.
Because we live in a connected world, FaultBook also allows you to store multiple contact details against each Customer, so you'll always have a way to get in touch.
Best of all, FaultBook also provides a Customer self-service portal that you can optionally turn on. This allows you to save time conducting administration whilst giving your customers the freedom to book when they want.
Case Management
To help simplify your processes we introduced the concept of Cases in FaultBook. Cases act as a container for all other services and are created against a Customer.
The power of Cases can be best understood when looking at an example. Consider a Customer wants to return an item - Instead of creating a Return and Courier Consignments all independently under the customer, with Cases you can create them under a single Case. This means that any user who needs to look up information can quickly understand how one service relates to other services where the customer might have multiple Cases.
Returns
We have no doubt that one of the main reasons you'll be considering FaultBook is for its Return management. Whether a Customer is returning an item in store, or communicating remotely with one of your Service Centres, our Returns functionality can handle it.
We realise that returns are costly and that's why we have introduced the ability to track who is returning items, what they're returning and why. With options to track serial numbers and upload files you'll always know what has happened. Combining Returns with our Advanced Reporting functionality will allow you to gain a detailed understanding of trends, so you can look to mitigate them and save costs.
Repairs
One of the most powerful features in FaultBook is its ability to create and manage Repairs. Born from our own needs, the Repair module focuses on two main areas; 1) Tracking exactly what has gone wrong with an item, in order to provide defect trend analysis back to the manufacturer, and 2) Timing how long it takes to repair individual faults so charges can be accurately billed, and the cost analysed for decision making.
Whilst these are the two main areas of Repairs, there is also loads more available, such as dedicated 'tablet views' to make using it as simple for technicians and engineers as possible. We also allow for uploads, so you can capture proof of repair or defect, whilst notes and tags allow support agents and customers to know what has been completed and why.
Faults
FaultBook allows you to create global product Fault Codes that can be used against any product or, product specific codes, which can both be used when completing a Repair. These Fault Codes are how FaultBook can provide high and low level defect trend analysis whilst also understanding how long each fault repair takes (also great for billing).
Faults also allow you to create rich repair guides for technicians or engineers to follow. These guides can include images and videos, and are accessible from the Repair screens. For many businesses there is a real risk that all their important repair knowledge is held in one persons head. Creating Fault Guides allows you to remove this risk and makes for easy on-boarding of new employees as you grow.
Assessments
Like all of FaultBook's features, the Assessments module can be used if it fits into your processes, or not. Assessments are great if you need to make a quick summary of an item. In some workflows they're used before a Repair to assess if an item is suitable for repairable, whilst in others, they're used to quality check repairs conducted.
Assessments also come with built in timing so you can be sure of how long you're spending on particular activities. However you choose to use them we're sure you'll find value in them.
Sales Orders
Sales Orders allow you to quickly create estimates, quotes and (funnily enough) Sales Orders, from a simple to use screen. For repair shops and businesses that deal with non-warranty repairs this ability, combined with integrated payment processing, is great.
Because FaultBook is country agnostic, it doesn't matter if you're a business in the United States or the United Kingdom, we can deal with both your currency and tax rates. In fact, our Sales Order module is so powerful, you can add multiple tax rates per Sales Order without worrying if the discounts you also added will be correct!
Payments
You can't run a business without taking money. That's why we have integrated with some of the leading payment processing solutions. You can quickly convert a Sales Order into an Invoice and take payment or send a self-payment form to your customers.
With integrations to Stripe, Authorize.net and PayPal you can always ensure your cash flow is flowing.
Purchase Orders
Occasionally, you're going to need to order some supplies, either to complete a Repair or to sell products on. Regardless if your process involves Just In Time ordering or not, you can quickly and easily create Purchase Orders and link them to Cases for tracking.
FaultBook has a Suppliers module built in, so you can always know who you've ordered from and what it was for.
Courier Bookings
FaultBook has direct integrations with certain couriers to help increase your process flow. No longer will you need to open multiple windows and copy and paste information between systems.
From within Cases you can book deliveries, collections and transfers, cancel previously booked consignments and view tracking information. Even better, every time you book these consignments your customer is automatically alerted with their tracking information.
To see our latest courier integrations check out our Integrations page.
Advanced Reports
The most important part of any system if being able to get out useful information that allows productive analytical processes to be completed. All to often we see reporting neglected in systems, where they only provide you with a small number of pre-defined reports to download. We were not going to follow this path!
That's why with our Advanced Reporting module you can make any report you want. We have decided to give you full access to all the information we store in a simple and user friendly way. It took us a while to get this right, but we truly believe you should be able to report on anything, in any way, with any filters.
Even better, we made our reporting automated. Once you've created your perfect reports, you don't have to keep logging in to download them. Simply setup a schedule (daily, weekly, monthly, yearly) and we'll email them to you. (As a responsible company we would be remiss not to remind you about data security - please think twice about what you send and download.)
Dashboards
Let's be honest, we all enjoy pretty graphs and even more so when they contain useful information. With our Dashboard module, you can create and display any number of graphs to keep your business running smoothly.
Want to show your technicians how many Repairs are outstanding? Easy. Want to show your customer agents how many Cases are open? Easy. With loads of pre-defined graphs, choose what suits your business and throw it up on a screen. They auto-refresh so you can just leave them running throughout the day.
Products
Do you run a 100,000sq ft warehouse? Do you work with 10,000 SKUs? With FaultBook we don't mind. Like all our modules, Products was designed to make your life as easy as possible.
Quickly and easily define weights and dimensions (and yes, they link with our Courier module), Suppliers, Unit of Measures, Barcodes and much more. Our experience with large scale warehousing software has allowed us to understand what information you need to store to be efficient and effective. We can even manage serial numbered goods.
Stock Management
Linked closely with Products, FaultBook allows you to manage your stock. Our system utilises a feature called Lots, which allows you to grade a SKU and track stock separately. See a business in selling refurbished goods? You can manage all different grades right from within FaultBook.
Please note that all images displayed are for illustration only and the live FaultBook installation may vary. Although, with that said we do try to keep them as accurate as possible!