Implementation of an after-sales service module with mandatory preliminary diagnosis

The idea is that all after-sales service requests must be submitted through the Revel’Home customer portal.

The customer would start by selecting the relevant product: roller shutter, window, garage door, gate, awning, pergola, etc.

A product-specific checklist would then be provided so they can perform several simple checks before requesting a technician’s assistance.

Here are a few examples:

• Stuck roller shutter: Has the support bracket been repainted recently? Is the end slat stuck to the paint?

• Window difficult to operate: Have the hardware components been cleaned and lightly lubricated?

• Garage door or motor not working: Have the circuit breaker, fuse, and power supply been checked?

• Remote control not working: Have the batteries been replaced?

• Solar panel: Is the panel clean and properly exposed to sunlight?

Depending on the answers, Revel’Home could directly suggest a simple fix, possibly accompanied by a photo or a short explanatory video.

If the problem persists, the customer can continue their request by providing photos, a video, and a detailed description of the malfunction.

Before submitting their request, the customer must agree to a disclaimer stating that any on-site visit requires a technician and cannot be considered free of charge.

If, during the service call, it is determined that the product has no defects and that the problem could have been identified or resolved using the checks outlined in the checklist, a minimum flat fee of €220 (including tax ) will be charged. This fee covers the travel time as well as one hour of service.

This charge may apply, in particular, in cases of misuse, lack of maintenance, work performed after installation, a disconnected power supply, a final trim piece glued in place after painting, or any other cause unrelated to the installed product.

The customer must therefore confirm that they have thoroughly performed all the requested checks before requesting a technician’s visit.

Requests created via the Revel’Home customer portal should also be automatically forwarded to Kraftéo with the following subject line:

Revel’Home Service Request

Kraftéo must retrieve all information entered by the customer: product in question, responses to the checklist, description of the problem, photos, videos, and the customer’s contact information.

This system would help reduce unnecessary service calls, better categorize after-sales service requests, centralize their tracking in Kraftéo, and save time for both businesses and customers.