STOKIVA Home Appliance Service Automation

"An intelligent platform managing sales, service assignments, work orders, customer approvals, and settlements."

Stokiva Service Module

The Stokiva Service Module manages all processes for products sold via Stokiva, from the moment of sale to service assignment, work order management, service personnel operations, customer approval, media uploads, and service settlements all on a single intelligent platform.

1. Smart Service Assignment at the Point of Sale

• Automatic or manual service assignment during product sale

• Rule-based service routing

• Location-based assignment (city / district / distance)

• Service availability and working hours

• Service competence (product type / service type)

• Service workload

• Selection of service type (installation, maintenance, repair, etc.)

2. Service Management

• Create new service entries

• Service details:

  • Region / location

  • Service types

  • Authorized / private service type

  • Active / inactive status

• Service authorization and role definitions

3. Service Personnel Management

• Add personnel to services

• Personnel roles (master, technician, assistant, etc.)

• Contact information

• SMS and notification permissions

• Assign work orders to personnel

4. Service Working Hours

• Define working days and hours per service

• Define public holidays and special days

• Check availability during service assignments

5. Work Order Management

• Create and assign work orders

• Work order details:

  • Product information

  • Customer information

  • Address and contact

  • Service type

  • Scheduled date / time

• Work order statuses:

  • Created

  • Assigned to service

  • Accepted by service

  • On the way

  • In progress

  • Awaiting customer approval

  • Completed

  • Canceled / Returned

6. Service Acceptance / Rejection Mechanism

• Service can:

  • Accept assigned work

  • Reject with reason

• Rejected work can be automatically reassigned

7. SMS Notifications

• Automatic SMS to service personnel upon work order assignment

• Status change notifications

• Separate SMS templates for service and customer

8. Customer Approval (Two-Way Verification)

• After service completion, SMS is sent to the customer

• Customer can approve via SMS or link

• Customer can provide feedback or reject, halting the process

• Work order is not considered complete without customer approval

• Approval time and records are stored in the system

9. Media Upload During Service

• Upload before / after photos

• Add images of faults and work performed

• Media is archived under the corresponding work order

10. Parts / Materials Usage (Optional)

• Record parts used during service

• Integration with Stokiva stock system

• Reflect used parts in service settlement

11. Service Settlements

• Automatic work order-based settlement creation

• Settlement conditions:

  • Work completed

  • Customer approval received

• View settlements by service / personnel

• Settlement statuses:

  • Pending

  • Approved

  • Paid

• Reporting by date range

12. SLA & Time Tracking

• Define target time (SLA) per work order

• Delayed work:

  • Alerts

  • Reporting

• Measure service performance

13. Service Performance & Rating

• Metrics for service and personnel:

  • On-time completion rate

  • Customer approval rate

  • Cancellation / return rate

• Customer rating and review system

• Manager alert for low ratings

14. Mobile Service Usage

• Mobile-friendly interface for service personnel

• Daily work list

• One-click status updates

• Upload photos via camera

• Offline operation with synchronization

15. Logs & Audit Records

• Detailed logging for all operations

• Track who did what and when

• Secure infrastructure for legal and operational audits