Installation Scheduling Workflow

The Installation Scheduling Workflow handles sales of products that require professional installation, such as built-in appliances, air conditioners, home automation systems, or specialized equipment. This workflow coordinates sales, delivery, and installation teams to ensure seamless customer experience.

Workflow Overview

Sales Order with Installation → Site Survey (if needed) → Schedule Installation →
Delivery + Installation Coordination → Pre-Installation Preparation →
Installation Execution → Testing & Handover → Post-Installation Follow-Up

When to Use This Workflow

Use Installation Scheduling Workflow for products requiring:

• Built-in appliances: Ovens, cooktops, dishwashers, washing machines
• Air conditioning: Split units, central systems
• Water heaters: Storage or instant systems
• Home automation: Security systems, smart home devices
• Kitchen equipment: Commercial kitchen installations
• Furniture assembly: Complex or built-in furniture
• Specialized equipment: Gym equipment, medical devices, industrial machinery
• Audio/Visual systems: Home theaters, commercial AV installations

Product Categories and Installation Complexity

Level 1: Simple Installation (30-60 minutes)

Examples:

• Freestanding appliances with hookup
• Wall-mounted TVs
• Basic ceiling fans
• Simple furniture assembly

Requirements:

• Delivery driver may be able to install
• Basic tools
• Minimal structural work
• Same-day delivery + installation possible

Level 2: Moderate Installation (1-3 hours)

Examples:

• Built-in ovens and cooktops
• Washing machine and dryer installations
• Water heaters
• Window air conditioners
• Basic home security systems

Requirements:

• Skilled installation technician
• Specialized tools
• Some preparation needed
• May require electrical/plumbing connections
• Schedule separate from delivery (or plan 2-4 hour window)

Level 3: Complex Installation (Half day to full day)

Examples:

• Split air conditioning systems
• Central air conditioning
• Built-in kitchen systems
• Home automation systems
• Commercial kitchen equipment

Requirements:

• Experienced technicians (often multiple)
• Specialized equipment
• Structural work may be needed
• May require permits
• Site survey beforehand
• Scheduled on separate day from delivery

Level 4: Major Installation (Multiple days)

Examples:

• Full kitchen renovations
• Central HVAC systems
• Commercial installations
• Industrial equipment

Requirements:

• Project management
• Multiple skilled tradespeople
• Permits and inspections
• Extensive planning
• Phased delivery and installation
• This guide covers basics; complex projects need dedicated project management

Detailed Process Steps

Step 1: Sales Consultation and Assessment

Responsible: Sales Staff

During Customer Consultation:

1. Understand Customer Needs:

   • Product desired
   • Installation location
   • Current setup/infrastructure
   • Timeline and urgency
   • Budget considerations

2. Assess Installation Requirements:

   Ask Key Questions:

   • What is installation location? (kitchen, bedroom, outdoor, etc.)
   • Is this replacing existing equipment or new installation?
   • Are utilities available? (electrical outlet, water supply, drainage, etc.)
   • What is wall/floor material? (concrete, drywall, tile)
   • Access to installation site? (stairs, elevator, narrow hallways)
   • Any special requirements or challenges?

3. Determine if Site Survey Needed:

   Site Survey Required If:

   • Complex installation (Level 3-4)
   • Uncertain infrastructure (e.g., electrical capacity, wall strength)
   • Custom or built-in work required
   • Commercial installation
   • High-value installation (reduce risk)

   Can Skip Survey If:

   • Simple installation (Level 1-2)
   • Standard setup
   • Customer can provide clear site information
   • Replacing similar equipment

4. Explain Installation Process to Customer:

   • Installation timeline (same day or separate visit)
   • Installation duration
   • Site preparation needed
   • Additional costs (if any)
   • What’s included / not included
   • Customer responsibilities

5. Provide Cost Estimate:

   • Product cost: $_____
   • Standard installation cost: $_____
   • Additional materials (if needed): $_____
   • Site survey fee (if applicable, may be waived if customer proceeds): $_____
   • Total Estimated Cost: $_____

Step 2: Site Survey (If Required)

Responsible: Installation Technician or Sales Technical Specialist

Schedule Site Visit:

1. Arrange Survey Appointment:

   • Contact customer to schedule
   • Typical survey: 30-60 minutes
   • Customer or representative must be present
   • Bring camera, measuring tape, checklist

2. Conduct Site Survey:

   Inspect Installation Location:

   • Measure space dimensions
   • Check clearances and access
   • Photograph location from multiple angles
   • Identify potential obstacles

   Check Infrastructure:

   • Electrical: Outlet location, voltage, circuit capacity
   • Plumbing: Water supply, drainage access
   • Ventilation: Adequate air flow, exhaust options
   • Structural: Wall strength, ceiling support, floor level
   • Access: How to get equipment to location (elevators, stairs, doorways)

   Identify Additional Requirements:

   • Extra materials needed (brackets, pipes, cables)
   • Structural modifications (wall cutting, reinforcement)
   • Electrical work (new outlet, circuit upgrade)
   • Plumbing work (new connections, drainage)
   • Permits required
   • Estimated time and complexity

3. Complete Survey Report:

   • Customer name and address
   • Product to be installed
   • Site measurements and photos
   • Infrastructure assessment
   • Identified challenges
   • Additional materials/work required
   • Estimated installation time
   • Additional cost (if beyond standard installation)
   • Technician signature and date

4. Review Survey with Customer:

   • Explain findings
   • Discuss additional work/cost needed
   • Customer approves or declines
   • Update sales quotation if needed

5. Update Sales Order:

   • Attach survey report
   • Add additional items/costs
   • Note special installation requirements
   • Flag any potential issues

Step 3: Create Sales Order with Installation

Responsible: Sales Admin

Sales Order Creation:

1. Standard Sales Order Process:

   • Follow Standard Sales Workflow Step 1-2
   • Create sales order with product(s)

2. Add Installation Service:

   • Add line item: “Installation Service - [Product Name]”
   • Installation fee: $_____
   • Specify installation type/complexity
   • Note: Standard installation or custom installation

3. Add Additional Materials (if needed from survey):

   • Brackets, mounting hardware
   • Pipes, fittings, valves
   • Cables, connectors
   • Any special materials identified

4. Installation Details Section:

   • Installation Type: Standard / Custom / Complex
   • Estimated Duration: ___ hours
   • Number of Technicians Needed: ___
   • Special Requirements: Note from survey
   • Customer Site Preparation Required: List items
   • Installation Address: (if different from delivery address)
   • Preferred Installation Date/Time: ___

5. Customer Acknowledgment:

   • Customer reviews sales order including installation details
   • Customer understands installation scope and timeline
   • Customer signs sales order

6. Collect Deposit:

   • Standard deposit as per policy
   • For complex installations, may collect higher deposit (50-70%)

Step 4: Schedule Installation Appointment

Responsible: Installation Coordinator or Sales Admin

Coordinate Installation Timing:

1. Determine Installation Schedule:

   Option A: Same-Day Delivery + Installation (Simple installations):

   • Delivery and installation on same visit
   • Typical for Level 1 installations
   • Requires: Longer time window (2-4 hours)
   • Driver must have installation skills and tools

   Option B: Separate Installation Visit (Moderate/Complex):

   • Deliver product one day
   • Install on different day (maybe days or week later)
   • Typical for Level 2-3 installations
   • Allows customer time to prepare site
   • Installation team schedules efficiently

2. Check Customer Preferences:

   • Preferred date range
   • Time of day (morning/afternoon/weekend)
   • Any dates to avoid
   • How much notice needed

3. Check Installation Team Availability:

   • Review installation team calendar
   • Check for available slots
   • Consider travel time and location
   • Factor in installation duration
   • Leave buffer time between jobs

4. Coordinate with Delivery (if applicable):

   • Product must be delivered before installation
   • Same day: Coordinate timing carefully
   • Different days: Ensure product delivered and customer prepared before installation day

5. Confirm Installation Appointment:

   • Finalize date and time with customer
   • Example: “Installation scheduled for Tuesday, March 15, 9:00 AM - 12:00 PM”
   • Send confirmation:
     • SMS/WhatsApp
     • Email with details
     • Calendar invitation

6. Record in System:

   • Update sales order with installation date
   • Add to installation calendar/schedule
   • Create installation job ticket
   • Assign installation technician(s)

7. Provide Pre-Installation Instructions to Customer:

   • Site Preparation:
     • Clear installation area
     • Remove old equipment (if applicable)
     • Ensure access path clear
     • Cover furniture/floors if dusty work
   • Requirements:
     • Someone must be home
     • Prepare payment (if balance due)
     • Have utilities available (electricity, water)
   • What to Expect:
     • Installation duration
     • Noise/disruption level
     • Number of technicians
   • Contact Information:
     • Who to call if questions or need to reschedule

Step 5: Installation Day Preparation

Responsible: Installation Technician

Morning of Installation:

1. Review Installation Job Ticket:

   • Customer name, address, contact
   • Product to be installed
   • Installation type and requirements
   • Survey notes and photos (if applicable)
   • Special instructions
   • Materials included
   • Estimated duration

2. Prepare Tools and Materials:

   • Standard tool kit
   • Specialized tools needed
   • Installation materials (brackets, screws, connectors, etc.)
   • Safety equipment (gloves, safety glasses, dust masks)
   • Testing equipment
   • Cleaning supplies
   • Protective coverings (drop cloths)

3. Load Vehicle:

   • If product not yet at customer site: Load product
   • Load all tools and materials
   • Safety equipment
   • Company uniform and ID
   • Job documents
   • Customer invoice/receipt

4. Call Customer:

   • Call 30-60 minutes before arrival
   • Confirm customer is ready and available
   • Estimate arrival time
   • Reconfirm installation details

Step 6: Installation Execution

Responsible: Installation Technician(s)

Arrival and Introduction:

1. Professional Arrival:

   • Arrive at scheduled time (or call if delayed)
   • Park considerately
   • Professional appearance
   • Bring tools and equipment

2. Greet Customer:

   • Introduce yourself and company
   • Show ID/company badge
   • Reference customer’s sales order
   • Explain installation process and timeline
   • Answer any questions

Pre-Installation Checks:

3. Inspect Installation Site:

   • Verify matches survey (if survey done)
   • Check customer completed site preparation
   • Identify any new issues or concerns
   • Confirm utilities available (electricity, water, etc.)

4. Inspect Product:

   • If product already delivered: Inspect condition
   • If bringing product: Unpack with customer present
   • Check for damage
   • Verify all parts and accessories included
   • Customer confirms correct product

5. Address Any Issues:

   • If site not prepared: Discuss with customer (may delay installation)
   • If product damaged: Document, contact office, decide how to proceed
   • If additional work needed not in scope: Explain to customer, get approval for extra cost

Installation Process:

6. Protect Customer Property:

   • Lay down drop cloths
   • Cover nearby furniture
   • Protect floors where moving equipment
   • Use care with walls and doorways

7. Perform Installation:

   • Follow manufacturer’s installation instructions
   • Work safely and carefully
   • Standard installation steps vary by product, but generally:
     • Position product in location
     • Level and secure
     • Make connections (electrical, plumbing, etc.)
     • Test basic functionality
     • Adjust and fine-tune

8. During Installation:

   • Work efficiently but carefully
   • Keep work area as clean as possible
   • Update customer on progress if asked
   • If issues arise: Explain to customer and problem-solve

9. Safety and Compliance:

   • Follow electrical/plumbing codes
   • Ensure all connections secure and safe
   • Test for leaks (water systems)
   • Verify electrical grounding
   • No hazards left behind

Testing and Quality Check:

10. Comprehensive Testing:

    • Power on and test basic functions
    • For appliances: Run through all settings/modes
    • For AC units: Check cooling/heating, temperature control, airflow
    • For water heaters: Check water flow, temperature, no leaks
    • Test safety features
    • Ensure no unusual noises or vibrations
    • Verify proper operation

11. Final Adjustments:

    • Fine-tune settings
    • Level adjustments
    • Tighten any loose components
    • Final positioning

Customer Demonstration:

12. Explain Operation to Customer:

    • Turn on unit and show basic operations
    • Explain controls and settings
    • Demonstrate key features
    • Safety warnings and precautions
    • Maintenance requirements
    • Answer customer questions
    • Provide user manual

13. Explain Warranty and Service:

    • Warranty coverage and duration
    • What’s covered / not covered
    • How to make warranty claims
    • Company service contact information
    • Recommended maintenance schedule

Completion:

14. Clean Up:

    • Remove all installation debris
    • Vacuum or sweep work area
    • Dispose of packaging materials (or leave if customer wants)
    • Remove tools and equipment
    • Leave site clean and tidy

15. Final Walkthrough with Customer:

    • Show completed installation
    • Demonstrate it’s working properly
    • Check customer satisfaction
    • Address any final concerns

16. Obtain Customer Signature:

    • Customer signs installation completion form
    • Confirms:
      • Installation completed satisfactorily
      • Product tested and working
      • Customer understands operation
      • Site cleaned up
    • Customer receives copy of completion form

17. Take Photos:

    • Completed installation (multiple angles)
    • Product in operation
    • Close-ups of connections
    • Customer with installed product (optional but nice for marketing)
    • Upload photos to system/WhatsApp

18. Collect Balance Payment (if applicable):

    • Review invoice with customer
    • Collect any balance due
    • Issue receipt
    • Process payment in system

Step 7: Post-Installation Documentation

Responsible: Installation Technician & Admin

Complete Installation Records:

1. Installation Completion Form:

   • Customer name and address
   • Product installed
   • Serial number
   • Installation date and time
   • Start and end time
   • Technician name(s)
   • Installation location/position
   • Materials used
   • Any issues encountered and how resolved
   • Testing results: ✅ All functions working properly
   • Customer signature
   • Technician signature
   • Photos attached

2. Submit to Office:

   • Scan or photograph completion form
   • Upload photos
   • Submit via WhatsApp, email, or company app
   • Same day submission preferred

3. Update System:

   • Mark sales order: “Installation Completed”
   • Record installation date
   • Attach completion form and photos
   • Note any warranty registration info
   • Update serial number with installation location

4. Warranty Registration (if applicable):

   • Register product warranty with manufacturer
   • Customer details
   • Product serial number
   • Installation date
   • Customer receives warranty certificate

Step 8: Post-Installation Follow-Up

Responsible: Customer Service

Customer Follow-Up:

1. Follow-Up Call/Message (2-3 days after installation):

   • “Hi [Name], we’re following up on your [product] installation”
   • “Is everything working well?”
   • “Do you have any questions about using the product?”
   • “Any issues or concerns we can address?”

2. Address Any Concerns:

   • If customer reports issues: Schedule service call
   • If customer has usage questions: Provide guidance or send technician for demo
   • If customer is satisfied: Thank them

3. Request Feedback:

   • “We’d appreciate your feedback on our service”
   • Send feedback form or survey link
   • Request Google review or testimonial (if customer very satisfied)

4. Schedule Maintenance Reminder (if applicable):

   • Set reminder for recommended first maintenance (e.g., 3 months for AC)
   • Contact customer when maintenance due
   • Build ongoing service relationship

Managing Installation Challenges

Challenge 1: Site Not Prepared

Situation: Arrive for installation, site not ready (old equipment not removed, area not cleared, etc.)

Options:

• If minor: Complete preparation yourself (add time to job)
• If significant: Reschedule installation, explain requirements to customer
• Charge customer for additional preparation work (if policy allows)

Challenge 2: Inadequate Infrastructure

Situation: Electrical outlet wrong voltage, no water supply nearby, wall not strong enough, etc.

Options:

• If simple fix: Complete if you have skills and materials
• If requires specialist (electrician, plumber): Explain to customer, provide referral, reschedule installation after work completed
• If survey was done but issue missed: Company may absorb cost as goodwill
• If no survey and customer didn’t disclose: Explain additional work needed, provide quote

Challenge 3: Product Doesn’t Fit

Situation: Product too large for space, measurements were wrong.

Options:

• Check if different model would fit
• Offer exchange if available
• Customer may need to modify space
• Cancel installation, return product for refund
• Take responsibility if company provided wrong information

Challenge 4: Product Defect Discovered During Installation

Situation: Product damaged or defective, discovered during unpacking or testing.

Options:

• Document defect with photos
• Don’t install defective product
• Contact office immediately
• Options for customer:
  • Replacement product (reschedule installation)
  • Refund
  • Temporary installation of floor model while waiting for replacement

Challenge 5: Customer Wants Extra Work Not in Scope

Situation: “While you’re here, can you also install this other item / do this extra work?”

Response:

• Politely explain this is outside current job scope
• “I’d be happy to help, but this would be additional work with extra charge”
• Provide quote for additional work
• If customer agrees: Get approval and payment commitment
• If not urgent: Schedule separate visit
• Don’t do significant extra work for free (sets bad precedent)

Installation Pricing Models

Model 1: Free Installation

• Installation included in product price
• Simple installations (Level 1)
• Competitive advantage
• Build price of installation into product cost

Model 2: Flat Fee Installation

• Fixed price per product type
• Example: “Built-in oven installation: $150”
• Simple and transparent for customer
• Works for standard installations
• Additional work charged extra

Model 3: Time-Based Pricing

• Charge per hour of installation time
• Example: “$80/hour, estimated 2-3 hours”
• Fair for variable complexity
• May be unpredictable for customer

Model 4: Tiered Pricing

• Level 1 (Simple): $50
• Level 2 (Moderate): $150
• Level 3 (Complex): $300+
• Customer knows cost based on complexity
• Clear and structured

Model 5: Custom Quote

• Survey site first
• Provide detailed quote based on actual requirements
• Most accurate
• Required for complex installations

Recommendation: Use flat fee for standard installations, custom quote for complex ones.

Best Practices

Customer Communication:

• Clear Expectations: Explain what’s included and what’s not
• Transparent Pricing: No surprise charges
• Responsive: Answer questions promptly
• Professional: Courteous and respectful throughout

Technical:

• Follow Manufacturer Instructions: Don’t improvise
• Safety First: Proper connections, grounding, securing
• Test Thoroughly: Don’t leave until fully functional
• Quality Work: Installation should last years without issues

Operations:

• Schedule Realistically: Don’t overbook technicians
• Buffer Time: Allow extra time for unexpected issues
• Right Skills: Assign qualified technicians for complexity level
• Proper Tools: Equip technicians with everything needed

Documentation:

• Complete Records: Document everything
• Photos: Visual proof of quality work
• Warranties: Register and provide to customer
• Follow-Up: Don’t forget post-installation care

Success Metrics

Installation Success Rate:

• First-time completion rate: Target > 95%
• Customer satisfaction: Target > 90%
• Callbacks/service calls: Target < 5%

Operational Efficiency:

• Average installation time vs. estimated: Target within 20%
• On-time arrival rate: Target > 95%
• Same-day rescheduling: Target < 5%

Financial:

• Installation revenue per month
• Average installation fee
• Additional work revenue (upsells)

Related Workflows

• Standard Sales Workflow - Core sales process
• Partial Delivery Workflow - Phased delivery and installation
• Returns & Exchanges - Handling installation issues

Professional installation transforms a product sale into a complete solution. Quality installation service builds customer trust, reduces returns, and creates opportunities for ongoing service relationships.