Post installation support: incidents that arrive with context

An installation does not end when the delivery note is signed. Weeks later a screen goes black, a player stops playing, or a display starts up with the resolution changed. And that is where a story every integrator knows by heart begins: the end client hunts for a phone number or an email, writes “the reception screen is not working”, and off goes a chain of emails to reconstruct the basics. What exactly was installed? Who did it? When? Are there photos? What did the delivery note say? The information exists, but it is spread across inboxes, folders and the memory of whoever was there.

Our idea is to close that gap from the work order itself. Every completed work order would carry a unique link for the integrator's end client. If something fails, the client opens that link, explains what is happening and attaches a photo if they want to. No signing up, no working out who to write to: the link already knows which installation it is about.

On the other side, the integrator would get the report with all the context attached: which technician did the job, on what dates, the photos uploaded at closing, the signed delivery note. The conversation does not start with “can you give me more details?”, it starts with “I know exactly what you mean”. That ticket would be the starting point for deciding what to do: solve it remotely, cover it under warranty, or open a new work order with the whole history behind it.

What does each side gain? The integrator gains time and reputation: answering fast and with the facts is what turns a fault into a chance to look good, and post installation support is exactly where a client renewal is won or lost. The end client gains a clear channel: one single place to report, without chasing phone numbers. And the technician, if they have to go back, would arrive knowing what was done, with what equipment and how everything looked at closing, instead of starting from scratch.

We think this is the natural next step for the platform. The work order is already the record of each installation: who went, what was done, how it was left. What is missing is for that record to stay alive after the signature, when the installation starts its real life. Faults are always going to happen; the difference is between handling them with email chains or with context.

We are still exploring this idea, and there are open questions we want to answer with the sector: how much the end client should see, how to avoid duplicate reports, what happens with older installations. That is why we are asking you now, before drawing a single screen.