Seamless Collaboration for External Teams

How One Fridge Repair Company Transformed Their Business With a Simple Digital Tool

Let’s take a quick trip down to the Croatian coast – somewhere between Zadar and Dubrovnik – where Marko has been running his refrigeration repair business for over 20 years. What started as a humble operation servicing just two stores has grown into a company trusted by over 40 retailers and supermarket chains all across Dalmatia.

But like many successful business owners, Marko had reached a crossroads.

The problem wasn’t the quality of the service – that’s what got him this far. The issue was handling the volume of incoming service requests from clients spread across the region. As demand grew, so did the number of phone calls, emails, SMS messages, and WhatsApp pings – all coming in at different times, through different channels, and often with incomplete information.

At the center of this communication storm was Tatjana, Marko’s right hand in the office. She was doing her best to keep up with all the incoming requests, but it was becoming clear that things couldn’t continue this way. Response times were slipping, coordination with the repair team was getting messy, and Marko feared that one missed message could damage the hard-earned trust of a long-time client.

So, Marko saw two options:

1. Hire more office staff to keep up with the chaos (which meant higher costs),
2. Or try something smarter.

He chose the smarter route – and that’s where Serwizz comes in.

A Digital Shift That Just Made Sense

Marko decided to invest in a simple but powerful digital tool: Serwizz. It’s a web-based app that streamlines the way service companies like his handle incoming issues, assign work, and keep communication clear.

For Marko, this meant his clients could now report fridge breakdowns directly through the app. No more chasing emails or trying to interpret half a sentence from a WhatsApp message. Everything goes through Serwizz – structured, timestamped, and linked to the exact fridge and location.

From Tatjana’s perspective, this was a game changer. Instead of manually handling dozens of messages a day, she now spends her time organizing and prioritizing tasks for the repair team, which is a much better use of her expertise.

How It Works (and Why It Works)

Here’s how Serwizz fits into Marko’s workflow:

• Partner Profiles: Marko can add and manage all of his client partners within the app. That means each supermarket or shop he works with has its own profile, contact info, and list of cooling units.
• Fridge Database: Every fridge under maintenance is stored in Serwizz, along with the location and relevant details. This allows Marko’s team to know exactly what device they’re dealing with – no guessing.
• Easy Issue Reporting: Clients can log in, view their list of fridges, click on the one that’s acting up, describe the problem, and send the request in just a few taps. From their end, it’s simple. From Marko’s end, it’s clear and actionable.
• Real-Time Communication: Through comments on each service ticket, clients can ask questions, get updates, and see the progress of the repair without needing to call or message anyone directly.
• Work Orders: Each service ticket can quickly be turned into a work order. Marko or Tatjana can assign it to a technician, schedule the repair, and track it through to completion – all from within the app.

Results? Better Workflow, Happier Clients

Since implementing Serwizz, Marko has seen a dramatic improvement in operational efficiency. Service requests are no longer getting lost in inboxes. Repairs are scheduled faster. And perhaps most importantly, clients feel like they’re being heard – because they are.

The app gave Marko something every growing business needs: clarity.
He knows what’s been reported, who’s handling it, and when it’s scheduled to be resolved. That level of transparency builds trust – and saves time.

What’s next for Marko? Expansion.
With operations already humming smoothly along the coast, he’s now eyeing the Zagreb region. And with a tool like Serwizz behind him, he’s confident his team can handle the increased demand without needing to double the staff or risk burning out his existing crew.

One Small Shift, Big Long-Term Wins

For Marko, adopting Serwizz wasn’t about “digital transformation” in the buzzword sense. It was about solving a real, everyday problem with a tool that made sense for his business. No fancy onboarding. No six-month training curve. Just a smart, simple solution that fit into the way they already worked – and improved it.

If your repair or service company is facing similar challenges, maybe it’s time to think about making that shift too. It doesn’t take much to go from chaos to clarity.

Want to learn more about how Serwizz can help?
Check out all features for partners here