REAL OPERATOR, REAL MACHINES“We built MachineSOS because we run our own machines and got tired of chasing refund requests over text. Since switching, fewer refund windows slip through the cracks and outage tickets get to us - and get fixed - faster.”
THE OLD WAY
Everything came in over text.
Refund requests, outage reports, the occasional suggestion - all mixed into the same group text thread as everything else running the business. Nothing was flagged as urgent, nothing was tracked as resolved or not, and a repeat refund request from the same customer looked no different from a first-time one unless someone happened to remember it.
THE FIX
Every machine has its own QR code now.
A customer scans the code on the machine in front of them, picks a category, and submits - no app, no phone call. The ticket lands directly on a Kanban board with the machine and location already attached, and repeat refund requests get flagged automatically instead of relying on memory.
WHAT'S CHANGED
- Fewer refund windows slip through the cracks - the 3-day final-sale policy is now something the system enforces consistently, not something someone has to remember to check.
- Outage tickets get to the right person faster, since they're not buried in a text thread with everything else.
- Handing off ticket-handling to someone else on the team doesn't mean losing context - it's all sitting on the board already.