Norman's Electronics, a small repair business operating on thin margins
Operations Hub
$392 → ~$45
monthly phone cost
~⅔ lower
software and phone costs
1 screen
instead of two per desk
The challenge
The old CRM was a 4:3 desktop database pushed to the cloud. Every desk needed two monitors just to use it.
Customers emailed, texted and called, often all three, because status updates were hard to give. Hundreds of warranty invoices and credit memos arrived by email every week.
Off-the-shelf options were either priced for much larger companies or couldn't model how a repair shop really runs.
The approach
- Started small: a secure card-on-file capture so deposits, parts and balances could be charged as the job moved.
- Grew it one bottleneck at a time, with clean relational data underneath so it could keep growing.
- Ran every AI step manually first, then automated it once it had earned trust.
What was built
Tickets and customers
Everything about a customer and a repair lives on the ticket and the parent customer record.
Estimates with one-click approval
Tokenized estimate links let customers accept or decline, which kicks off payment and the next workflow step.
Phone system with screen-pop
Calls ring in the browser anywhere. Matching caller IDs pop open the customer's ticket. A voicemail tree with transcription screens out robocalls.
Texting on the record
Status-change texts go out automatically, and replies alert the tech and case manager. Phone calls dropped the week it went live.
AI email intake
The billing inbox is read automatically. Invoices and credit memos are matched to tickets and parts lines, and anything uncertain is flagged for review.
Profitability reporting
Revenue by service line and brand, and cost per labor hour, to guide pricing decisions.
What's your bottleneck?
Thirty minutes, no pitch deck. Bring the thing that eats your week.