Repairs and specialist services: Customer portal for watchmakers
A customer portal for watchmakers where owners and jewellers approve the price proposal and follow repair progress, from assessment and waiting for parts through to testing and ready.
What customers of watchmakers want to see.
A full service at watchmakers easily takes weeks, and during that time the owner hears little. They call to ask how it is going, and the watchmaker has to find the bag to see whether the part has arrived. The price proposal goes by email or phone and sometimes takes days to be answered, while the watch lies open on the bench the whole time. Jewellers who send in work want to keep their customers informed but do not know where the watch is either. Someone having several watches from a collection serviced has no overview at all.
Customer portal for watchmakers
Example- 1
Set up access
DoneAn owner sees their own watches, a jeweller every file they have sent in, and a collector all their pieces in one list.
- 2
Show repair progress
In progressFor each watch the portal shows the stage: received, assessment, awaiting approval, waiting for part, in service, testing, ready.
- 3
Messages on the file
NextA question about the proposal or the collection date is asked from the watch itself, so it lands on the right file.
From invitation to approval.
Set up access
An owner sees their own watches, a jeweller every file they have sent in, and a collector all their pieces in one list. A sign-in link by message is enough for occasional visitors; jewellers can have a permanent account with several staff. Everyone sees only what belongs to their own watches.
Show repair progress
For each watch the portal shows the stage: received, assessment, awaiting approval, waiting for part, in service, testing, ready. The price proposal sits alongside with its explanation and any photos, and approval goes line by line. The intake photos are available so the owner knows what condition the watch arrived in.
Messages on the file
A question about the proposal or the collection date is asked from the watch itself, so it lands on the right file. The watchmaker replies when it suits and the exchange is kept. A jeweller can forward messages from their own customer without the workshop needing direct contact.
Less email, the same records.
The portal displays what is in the movement files and the quoting system; nothing is kept twice. Customer details come from the till system or customer list you already have. Invoices can be shown in the portal as the accounting package formats them. Jewellers keep their own customer records; the portal shows their files without the watchmaker needing to know their customers' details.
Every stage or only key moments
An owner who sees the watch move from assessment to waiting for a part to testing understands why it takes time. Too many intermediate steps can make people anxious instead. You choose which stages are visible and which exist only internally, for example by showing assessment and service to the owner as a single stage.
Jeweller or owner as the contact
When work comes through a jeweller, the jeweller is the contact and the owner sees nothing directly. Some jewellers are happy for their customer to follow the status themselves, without prices. The portal supports both, and the jeweller decides what their customer can see, with or without the jeweller's own name shown.
Collection notice or delivery
Most watches are collected, but someone who lives far away or has a collection serviced may prefer insured delivery. The portal can offer both options once the status is ready, with the choice recorded in the file. Shipping costs, packaging and terms are yours to set, as is which watches qualify.
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Read the storyWhat customers find in the portal.
Customers see their watches with the stage they are in, the price proposal with approval per line, intake photos and the notice that the watch is ready. Which jewellers get their own login, you decide at the start. Together we look at a private owner with one service and a jeweller with several watches, one of which is waiting for a part. Messages per file, a collector overview and a delivery option go on whenever you want them.
View pricingSupport and updatesGood to know.
Explore pricing and optionsCan the owner see which parts have been ordered?
If you want, yes. The waiting for part status can name the part, with an expected delivery week when known. When lead times are uncertain, you can simply show that a part has been ordered.
What does a jeweller see of our prices?
The jeweller sees your price, not their own margin, since that is theirs to set. If they let their customer follow along, that customer sees no prices unless the jeweller switches them on. The pricing arrangement between jeweller and workshop stays internal.
Can collectors see all their watches in one overview?
Yes. A collector sees every watch that is or has been in service with you, with the last service and warranty status. That helps plan maintenance for pieces that have not been opened in a long time.
What if the owner takes a long time to approve the proposal?
The file stays on awaiting approval and you see in a list which proposals have been open longest. You can send a reminder or close the watch and set it aside for collection. That decision is recorded in the file.
What often connects to this.
- Digital job cards for watchmakersDigital job cards for watchmakers in the form of a movement file: intake photos, readings before and after, replaced parts and test results kept together for each watch.
- Website for watchmakersA website for watchmakers that explains, movement type by movement type, what a full service, a minor service or a single repair involves, so owners understand why their watch has to be opened first.
- Enquiry form for watchmakersAn enquiry form for watchmakers that records the reference number, reported issue and photos of case and dial before the watch arrives, so the assessment can start with a clear focus.
One place for your customers.
Start with a short intake. Then we schedule a call to show the software with your services, team and way of working.
WhatsAppinfo@vorlyo.com Customer portal for watchmakers: approve the price proposal and follow repair progress, with intake photos and a status for every watch.
- Set up access
- Show repair progress
- Messages on the file