It won't start, can someone come out
A site manager rings the depot: the roller won't start. The hire desk writes it down, rings the workshop, who ring a fitter, who is on another job and rings the site for more details. Nobody asked which roller, where on site, or what it was doing when it stopped. The fitter drives out, finds it is a flat battery on a machine that had the same fault last month, and doesn't have a battery on the van.
The customer has lost a day. The hire invoice charges for it because nobody told accounts the machine was off. And there is no record that this roller keeps doing it.
Why callouts are slow
A breakdown callout is a chain of phone calls. Each link loses information and adds time.
- The first report is taken by whoever answers, without a standard set of questions.
- The fitter gets a second-hand description and no photos.
- Machine history and previous faults are in the workshop, not with the fitter.
- There is no view of which fitter is nearest or free.
- Downtime isn't recorded against the hire, so invoicing and history both miss it.
What slow callouts cost
Customers stood down on site, which is the moment they decide whether to use you again. Fitters making two trips because they didn't have the part. Hire charged for days the machine couldn't work, followed by credit notes. And repeat faults never spotted, because each breakdown is handled as a one-off.
Breakdown logging and fitter dispatch
- Customers report breakdowns by a link on the machine's QR code, a text number or the phone. Phone reports use a short form with the same questions.
- The report captures the machine, the location on site, what happened, warning lights, and photos or a short video.
- The workshop sees the callout with the machine's history and recent faults, and whether a swap machine is available.
- The nearest suitable fitter is suggested from their current jobs and location, and receives the callout on their phone with photos and history.
- The fitter records arrival, diagnosis, parts used and completion, and whether the machine can work.
- Downtime is recorded against the hire so invoicing reflects your breakdown terms, and repeat faults are reported by machine.
| Information | Before | After |
|---|---|---|
| Fault description | Second hand by phone | Customer's own words and photos |
| Machine history | Back at the workshop | On the fitter's phone |
| Nearest fitter | Guesswork | Suggested from current jobs |
| Downtime | Not recorded | Logged against the hire |
| Repeat faults | Nobody notices | Reported by machine |
After the change
Fitters set off knowing what they are going to, with the right parts more often. Customers see a response, and can tell from a text when the fitter is on the way. Invoices reflect downtime without anyone remembering to tell accounts. And the machines that keep breaking down are visible, which feeds into servicing and replacement decisions.
Is this your breakdown process?
- Breakdown reports pass through several people before reaching a fitter.
- Fitters arrive without the part they need.
- Customers are charged for days a machine couldn't work.
- Repeat faults on the same machine aren't tracked.
- Nobody knows which fitter is nearest to a callout.