Branch Manager Guide
How to see your branch's repairs, support tickets and stock, and who to contact when you need help.
This guide is for branch managers across our seven branches — Abuja, Kano, Port Harcourt, Enugu, Benin City, Ibadan (Oyo), and Ikeja HQ.
Your branch's information stays private to your branch
When you open the system, you see your branch's repairs, tickets and stock. Kano does not see Enugu's customers, and Enugu does not see Kano's.
This is deliberate, and it works in your favour:
- Your customers' details stay with the people who serve them.
- Your lists stay short and relevant — no scrolling past another branch's work.
- Your numbers are your branch's numbers, so you can trust what you are reading.
So if a colleague in another branch mentions a repair you cannot find, nothing is broken. That record simply belongs to their branch.
Seeing your branch's repairs
- In the search bar at the top of the screen, type Warranty Claim and open it.
- You will see the repairs for your branch, newest first.
- Use the search box above the list to find one by serial number, customer name, or phone.
[screenshot: the Warranty Claim list showing a branch's repairs with their statuses]
Read the list by status. These are the six stages a repair passes through:
| Status | What you are looking at |
|---|---|
| Received | Logged but not yet looked at. Should not sit here long. |
| Diagnosing | A technician is testing it. |
| Awaiting Parts | Blocked on a part. Watch this one closely. |
| In Repair | Work is in progress. |
| Ready for Pickup | Done. The customer should be called today. |
| Collected | Finished and handed over. |
Two things to check each morning: anything stuck at Received, and anything at Ready for Pickup where the customer has not yet been called. Those two are where customers get frustrated.
Seeing your branch's support tickets
- In the search bar, type Helpdesk and open it.
- You will see your branch's tickets.
- Look for open tickets that have gone quiet — a ticket with no reply is a customer waiting.
[screenshot: the Helpdesk ticket list for a branch, showing open and closed tickets]
Remember the split: Helpdesk is questions and complaints, Warranty Claim is physical repairs. If your staff are logging repairs as tickets, or complaints inside repairs, send them back to Which System Do I Use?.
Seeing your branch's stock
- In the search bar, type Stock and open it.
- You will see the stock held at your branch.
[screenshot: the stock list for a branch showing items and quantities]
Watch stock alongside your Awaiting Parts repairs. When several repairs are waiting on the same part, that is your signal to reorder before more customers are affected.
Approving new staff
New staff sign up themselves at erp.colaservice.com and then wait for approval. If somebody in your branch says their approval email has not arrived, check your pending sign-ups — they may be waiting on you.
Before approving, confirm the person is genuinely your staff and that the email address is theirs. Send them to Getting Started once they are in.
Who to contact for help
Work through these in order:
- Something in this guide is unclear — read the guide for the role in question: Receptionist, Technician, or Support.
- A staff member cannot log in, or their approval has not come through — check your pending sign-ups first, then escalate.
- Something looks wrong in the system itself — a record you cannot find, a status that will not change, a page that will not load — escalate to the admin team at Ikeja HQ.
When you escalate, include the branch, the record number, what you expected, and what happened instead. That one message saves a day of back and forth.