1. Presentation

SAV / After-Sales Service Management transforms Dolibarr into a complete, professional after-sales-service (SAV) platform. It covers the entire SAV cycle - from the first customer claim through diagnostic, intervention planning, repair, spare-parts management, quality control, RMA returns, invoicing and performance analysis - without any external software.

The module is designed for any company that handles customer claims, warranties, repairs, field or workshop interventions, spare parts, maintenance contracts and SLAs: electronics, home appliances, HVAC, machines, IT equipment and industrial equipment. It centralises every after-sales operation in a single, native Dolibarr environment.

2. Business Cycle

The module follows the complete after-sales service lifecycle:

·       Customer claim

·       SAV ticket creation

·       Technical diagnostic

·       Intervention planning

·       Repair / corrective & preventive maintenance

·       Spare-parts management

·       Quality control

·       Customer return (RMA)

·       Invoicing

·       Performance analysis

3. Architecture

The module is fully integrated into the native Dolibarr ecosystem and reuses its core modules rather than duplicating them: third parties, contacts, products, services, stock, warehouses, customer orders, quotes, invoices, payments, bank, accounting, projects, agenda, resources, users, GED/ECM documents, e-mails, multi-entity and multi-currency.

It ships 18 dedicated business objects that structure the whole SAV activity:

·       Tickets

·       Repairs

·       Ticket lines

·       Interventions

·       Diagnostics

·       Warranty assets

·       Warranties

·       Technicians

·       Spare parts

·       Suppliers

·       Purchases

·       RMA returns

·       Maintenance contracts

·       SLA rules

·       Payments

·       Customer messages

·       Alerts

·       Automations

Technical foundation:

·       PHP object-oriented / MVC architecture.

·       MySQL / MariaDB database with secured SQL queries.

·       Bootstrap-based, responsive user interface.

·       Native Dolibarr permission system.

·       Multilingual: 5 languages - French, English, Italian, German, Spanish.

·       Module technical name: savmanager. Module number: 513100. Editor: DoliResources.

4. Key Features (Detailed)

4.1 SAV Dashboard

A modern control center providing an at-a-glance view of the entire after-sales activity.

·       KPIs: open, urgent and critical tickets, SLA breached, repairs in progress, planned interventions, average resolution time, customer satisfaction, SLA compliance and parts consumed.

·       Financial zone: SAV revenue, SAV cost and SAV margin.

·       8 interactive charts: tickets by month, by type and by channel, technician performance, most-failing products, top clients, SLA compliance and warranty split.

 

4.2 SAV Tickets

The central intake point for every after-sales request, with rich classification and workflow.

·       Multi-channel intake: phone, email, web, store, mobile app and sales rep.

·       Classification: claim, breakdown, technical question, return, warranty and maintenance.

·       Priority levels: low, normal, high and critical.

·       Workflow status: new, assigned, diagnostic, waiting customer, repairing, done and closed.

·       Configurable column selector on the ticket list.

4.3 Ticket Pipeline / Kanban

A visual board that makes the ticket flow immediately readable and actionable.

·       Visual board organised by status.

·       Drag & drop to advance a ticket through the workflow.

·       SLA badge on each card.

·       Colored priority for instant triage.

4.4 SAV Folder / Ticket Card

The complete SAV folder for a single ticket, aggregating everything about the case.

·       KPI cockpit at the top of the card.

·       Full detail: client, product, serial number and SLA.

·       Chronological activity timeline.

·       Linked repairs, interventions, diagnostics, payments and communications.

4.5 Warranty Assets & Serial Numbers

Tracks the individual equipment covered by after-sales service, identified by serial number.

·       Register of customer assets with serial numbers and installation data.

·       Link between each asset, its warranties and its SAV history.

·       Basis for warranty checks and traceability across the whole equipment life.

4.6 Warranties

Manages the different warranty types and their expiry.

·       Warranty types: manufacturer, legal, extended and contract.

·       Expiry alerts to anticipate warranty end and renewals.

·       Warranty status directly usable when qualifying a new ticket.

4.7 Product Returns / RMA

A structured returns process (RMA) from request to final decision.

Workflow: request -> validation -> transport -> reception -> diagnostic -> decision.

·       Decision outcomes: repair, replace, refund or reject.

·       Full traceability of the returned product at each step.

·       Native link to the originating ticket and to invoicing.

4.8 Repairs / Work Orders

Manages repair work orders from opening to quality-checked completion.

·       Repair statuses across the whole work-order lifecycle.

·       Assigned technician.

·       Time and cost tracking.

·       Quality control before closing the repair.

4.9 Field & Workshop Interventions

Handles every intervention mode required by after-sales service.

·       Intervention types: workshop, on-site and remote.

·       Native link to the Dolibarr agenda for scheduling and follow-up.

·       Connection to the related ticket, repair and technician.

4.10 Intervention Planning

A planning view to organise and dispatch interventions efficiently.

·       Visual planning of upcoming interventions.

·       Assignment of technicians to interventions.

·       Overview of workload and availability over time

4.11 Technicians

A dedicated technician repository driving assignment and planning.

·       Skills and specialties.

·       Geographic zone of operation.

·       Availability and current workload.

4.12 Spare Parts & Inventory

Full spare-parts management, from stock to purchasing.

·       Spare-parts catalogue with stock levels.

·       Minimum and reserved quantities.

·       Stock valuation.

·       Suppliers and purchasing workflow.

Dedicated inventory view for spare-parts stock control and movements.

4.13 Maintenance Contracts

Manages recurring maintenance and extended-service agreements.

·       Contract types: annual, premium and extended-warranty.

·       Included interventions per contract.

·       Associated SLA commitments.

4.14 SLA Agreements

Defines the service-level commitments that drive ticket priorities and alerts.

·       Response and resolution time per priority level.

·       Coverage scope of each agreement.

·       Penalties for SLA breaches.

4.15 Technical Diagnostics

Records the technical diagnostic performed on a ticket or a returned product.

·       Structured diagnostic linked to the ticket, asset and repair.

·       Basis for the repair, replace, refund or reject decision.

·       Traceable diagnostic history per equipment.

4.16 SAV Reporting

A dedicated reporting hub covering the whole after-sales activity, with export.

·       Reports: activity, technicians productivity, costs, profitability, warranty, satisfaction, SLA, parts consumption and returns.

·       Export to CSV, Excel and PDF.

4.17 Payments & SAV Invoicing

Handles the financial side of after-sales service using native Dolibarr documents.

·       Deposit and balance payments.

·       Multiple payment methods.

·       Native Dolibarr quotes and invoices generated from SAV operations.

4.18 Configuration & Demo Data

Central setup for the module and one-click demonstration data.

·       Module settings and options.

·       Create and Delete demo-data buttons.

·       Permission management.

·       Multilingual configuration.

5. Administrator Guide

5.1 Installation

·       Copy the module into htdocs/custom/savmanager.

·       Activate the module from Home > Setup > Modules.

·       The demonstration dataset is loaded automatically on first activation.

5.2 Permissions & Profiles

Rights are organised so each role sees only what it needs:

·       Administrator - full configuration and management.

·       SAV Manager - tickets, repairs, interventions, contracts and reporting.

·       Technician - assigned interventions, repairs and diagnostics.

·       Sales rep - customer-facing tickets, warranties and quotes.

5.3 Configuration

The configuration screen centralises module settings, SLA rules, alerts, automations and multilingual labels, all editable without touching the code.

5.4 Demo Data Management

The Create demo-data button populates a realistic SAV dataset (tickets, repairs, interventions, warranties, contracts, parts, payments and dashboard statistics). The Delete demo-data button securely removes only the module's demo rows, leaving the rest of the database untouched.

6. Conclusion

SAV / After-Sales Service Management delivers a complete, professional after-sales platform inside Dolibarr, unifying claims, warranties, repairs, interventions, spare parts, maintenance contracts, SLAs, RMA returns, invoicing and performance analysis in one native, multilingual solution.

 

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