Sample audit report · Repair shop
Phone and laptop repair, 8 people
This is what a company gets after the audit. The company is invented; the report was written by the AI agent. The agent wrote the report in the company's language; this is its translation, proofread by us.
Amounts in the text are the invented company's own figures and prices, not ours. All samples and how to request an audit
FixPoint: a review of how enquiries are handled
Data for 1 June to 31 August 2026; review as at 7 September 2026.
1. In short
- Is response time the problem? Not in the way you thought. During opening hours the receptionists reply quickly: half of all enquiries get a reply within 9 minutes, and on WhatsApp and Instagram within 7.2 minutes.
- Where requests get lost. Website requests arrive with no one assigned to them: of 494, 231 never got a reply. And 41.6% of all enquiries come in during the evening, at night or on a Sunday — the reply comes in the morning, typically 837 minutes (about 14 hours) later.
- Will the bot pay for itself? In cash terms, no: it does not make a single cost go away. Whether it would bring in new orders cannot be shown yet.
- Can one person run the front desk? No.
- Where to start. With a CRM rule for website requests — a one-off 20 000 KZT. Then a month of evening cover as a trial.
- A separate point. Complex laptop repairs depend on one technician: while he was on holiday, those orders did not move for two weeks.
2. How the work runs today
Over the three months, 1828 enquiries reached the CRM from WhatsApp, Instagram and the website; 33.6% of those that were closed ended in an order. The workshop completed 1781 orders, and the front desk booked in an average of 23.6 devices per working day, not counting collections and phone calls.
The two receptionists do everything at once: they book devices in and hand them back, answer the phone and deal with messages. By one receptionist's account, messages take each of them about three hours a day — 145 hours a month between them. When there is a queue at the desk, the messages have to wait.
The CRM assigns WhatsApp and Instagram requests to the receptionists automatically. Website requests are created with no one assigned and can only be seen by applying a special filter. The technicians start work on phones and tablets the day they come in. One order in five (21.3%) waits for a part — typically 4.19 days.
3. Where the firm is losing, and why
Website requests that nobody owns. All 494 website requests arrived with no one assigned; for 231 of them (46.8%) the CRM shows no reply at all, and 215 are still sitting unprocessed. Even during opening hours, a request like this waits 257.5 minutes for a reply. The receptionist puts it plainly: "sometimes we don't look at them for a week".
Evenings and Sundays. 760 enquiries came in outside opening hours. Not one evening enquiry was answered the same evening. Of the enquiries made during opening hours, 42.5% end in an order; of the rest, 20.5%. That is a strong link, but not yet proof: evening customers may be a different kind of customer. Only a trial can settle it.
Nobody follows up with customers who go quiet. The log does not contain a single case of a member of staff messaging a customer a second time unprompted. Of 1007 enquiries closed as lost, a reason is recorded for only 148 (14.7%) — your data cannot tell you why people walk away.
One technician for complex laptop repairs. All 93 complex repairs (motherboard, chips, liquid damage) were done by one person. While he was on holiday from 13 to 26 July, none of his orders was started or finished; the 16 orders booked in during those days waited 14.55 days for work to begin. He accounts for 17.1% of the value of the repair work.
What did not hold up. "The staff are glued to their phones" — no: during opening hours 80.7% of messenger enquiries get a reply within 15 minutes, and both receptionists are equally quick. There is little rework: warranty orders make up 4.6%. There are no spikes in demand and no customer debts.
4. What to change, and in what order
- Free, now: put one named person in charge of website requests and clear the backlog of 215.
- A CRM rule — a one-off 20 000 KZT: an owner for every request, and an alert if there is no reply within 15 minutes.
- Free: message a customer who has gone quiet the following day; make the lost reason mandatory.
- A one-month trial — 60 000 KZT: evening and Sunday cover, done from a phone. Compare the share of enquiries that end in an order with today's 20.5%.
- The laptop technician: decide who covers for him and what to promise customers while he is on holiday.
What not to do for now. Do not buy the bot at 150 000 KZT plus 25 000 KZT a month: the vendor has not said what share of conversations the bot resolves on its own, and it is not clear whether you can cancel. Do not cut front-desk staff. As for the "is my order ready?" bot (40 000 KZT plus 15 000 KZT a month) — not until you have counted those questions for two weeks.
5. How we close this
Unanswered website requests. In your CRM we will set up the rule that assigns an owner and sends the alert — this is our "Groundwork" package (preparation and set-up). After that, the Request follow-up agent makes sure no request is left unanswered. From you: a decision on who is responsible for the website, and access to the CRM. We test it for two weeks: the share of unanswered enquiries should fall well below today's 15.59%.
Customers who go quiet, and lost reasons. We will make the lost reason a mandatory field; the same agent follows up with the customer using wording you have approved. From you: the list of reasons and the message texts.
Evenings and Sundays. We will put together the price list and the answers to frequent questions from what the receptionists know, and add a chat to the website; the AI assistant for the website then answers visitors at any hour and passes each request to a receptionist. The trial lasts 1 week. It covers the website only; for WhatsApp and Instagram an agent would be built for the task, once the questions have been counted.
Price. We will name the price of all our work after the review, before any work starts. Language-model costs are billed separately, on actual use.
Nothing to sell: the laptop technician, front-desk staffing and the wait for parts — these come down to your own decisions and to information from your parts buyer.
Not for an agent: diagnosis and any price not on the price list, complaints, warranty claims and refunds, booking devices in and handing them back, and phone calls.
6. What this gives, and what we do not promise
- Money. There is no cost the firm would stop paying — with the rule or with the bot. The receptionists are on a salary of 280 000 KZT; the time freed up for them does not turn into money.
- Hours. The CRM rule adds work rather than removing it: the website requests will have to be answered — up to 21.7 hours a month on a cautious estimate. Nobody has put a figure on the hours the bot would save.
- People. The front desk stays at two: the shop is open 54 hours a week, customers walk in without an appointment, and the bot does not answer the phone or book in devices.
- Orders. We do not promise a figure for extra orders: the trial will show it. Complex laptop repairs are capped by one technician, who almost always has a queue.
7. What is missing, and how to check
- Missed calls: nobody counts them. This needs an export from the phone system.
- How many minutes it takes to book a device in and to hand one back: this needs one week of timing.
- What the firm keeps from one order: this needs the cost of parts.
- What the bot vendor is promising: the share of conversations handled without a person, a trial period, the cancellation terms.
- Whether work after 19:00 is paid: the log shows 325 replies sent by the receptionists at that time of day.
- Whether website requests are followed up by phone from an ordinary handset, bypassing the CRM: neither the owner nor the receptionist could say.
The numbers to compare before and after: the share of enquiries left unanswered, and the share of out-of-hours enquiries that end in an order. Come back to the decision on the bot a month after the CRM rule and the evening-cover trial.