18/11/2025
Service Reliability Update — What Went Wrong & What’s Now Fixed
Over the past year a combination of heavy workload, system limitations, and some personal life events caused a few repairs and messages to slip through the cracks. Not ideal, and not what I expect from myself.
So I rebuilt the entire workflow from the ground up.
✔ Every job now gets a proper intake sheet
✔ Every repair goes into Dolibarr — a real CRM/ticketing system
✔ Every step is logged as a ticket note
✔ Automatic email updates
✔ IMEI/serial tracking for all devices
✔ Better suppliers + backup supplier
✔ Multiple freight carriers (AusPost, Toll, TNT) to avoid random delays
✔ Faster turnaround on most repairs
✔ More parts kept in stock
✔ Better communication across the board
One parcel even did a lap through Condobolin before coming back to Forbes… so extra freight carriers were definitely needed.
The problems have been fixed.
The systems are now solid.
And the goal is simple: consistent, accurate, reliable repairs every time.
If you’ve got a device that needs fixing, I’m here and ready to help — properly.
A full update on past repair delays, what caused them, what’s been fixed, and how Small Space IT now delivers faster, more reliable service with better systems.