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RV Service Flow Tracking with QR Codes
A QR code on every coach shows where each RV stands in the service process, with one scan.
Business goals
The client sells and services RVs. An RV in for service does not behave like a car in a two-hour bay slot. It can sit for days or weeks on a lot, waiting on an estimate, a warranty approval or a part, with work spanning plumbing, slide-outs, roofs and appliances. Staff can lose a lot of time walking the lot to find units and asking who touched what. The client needed a simple way to see where each RV was in the flow.
Project overview
Hexagon built an RV service tracking application for the client, driven by QR codes. Each unit in the department gets a code tied to its service record. Advisors, technicians and parts staff scan it with a phone or tablet to update its stage and location. Managers see every unit on a status board, including which ones are stuck and why. The current state of a job is one scan away rather than a walk across the lot.
Challenges faced and solved
When a service department has many large units and long waits, the hardest question is often the simplest one: where is it, and what is it waiting on?
Hunting for units on the lot
RVs get moved between the bays, wash rack and storage rows while waiting for attention. Technicians can burn real time searching for the next coach before any repair begins.
We tied a QR code to each unit, and each scan records its location, so staff can check the app before walking the lot.
Waiting without a reason on record
Units stall waiting on manufacturer authorization, parts or a customer decision. Unless someone remembers why, a stalled job just sits, and the customer calls asking for an answer.
We made each stage carry a clear waiting status, so the board shows which units wait on parts, approval or the customer.
Paper that lags the work
A repair order on a clipboard shows what was true when somebody last wrote on it. By the afternoon it can be wrong, and the advisor has no idea.
We let technicians scan the code at the unit to start or finish a stage, so status changes when the work does.
No view of the bottleneck
Service managers may feel the department is backed up without knowing where. Without stage history, it is hard to say whether parts, approvals or bay capacity is the real limit.
We recorded the time of each stage change, so managers can see where units collect and decide what to address first.
Features
| Feature | Description |
|---|---|
| Service advisors | |
| 1. Unit Check-In | Advisors create a service record with the customer, RV type and reported concerns when the unit arrives. |
| 2. QR Label Creation | The application produces a code linked to that record, ready to fix to the unit or its key tag. |
| 3. Stage Tracking | Each job moves through stages such as checked in, inspected, waiting on approval, in bay, quality check and ready. |
| 4. Waiting Reason Codes | Advisors mark whether a unit is held for warranty authorization, parts or a customer decision. |
| 5. Customer Status Lookup | With a customer on the phone, an advisor can see the current stage and history in seconds. |
| 6. Ready for Pickup | Marking a job complete tells the team the unit can be brought around for its walk-through. |
| Technicians | |
| 7. Scan to Open a Job | A phone or tablet scan brings up the unit's concerns and notes, without a trip back to the office. |
| 8. Scan to Update Status | Technicians record starting, pausing or finishing work with one scan at the unit. |
| 9. Repair Notes and Photos | Technicians record what they found, such as roof seal damage or a slide-out fault, with photos where useful. |
| 10. Location Updates | When a unit moves to a bay or a lot row, a scan updates where it is. |
| Parts staff | |
| 11. Parts Hold Status | Units waiting on parts are flagged, which keeps them from being mistaken for forgotten jobs. |
| 12. Parts Arrival Update | Parts staff update the job when items come in, so the unit can go back in the queue. |
| Service managers | |
| 13. Service Status Board | All open units appear by stage, giving managers the department's state at a glance. |
| 14. Aged Unit View | Units that have sat longest in a stage rise to attention before a customer has to call. |
| 15. Stage History | Every scan leaves a dated record of who did what, which helps with disputes and warranty questions. |
| 16. Flow Reports | Managers review where units collect over time, which informs decisions about staffing and scheduling. |
How the platform is put together
Each layer has one job.
The result
The client's service team can now follow each RV through the department from a scan. Status, location and waiting reasons are recorded as the work happens.
| Area | Before | After |
|---|---|---|
| Finding a unit | Walk the lot and ask around | Last scanned location in the app |
| Job status | Clipboards and memory | Stages updated by scan at the unit |
| Stalled jobs | Reason known only to one person | Waiting reason visible on the board |
| Customer calls | Advisor goes looking for the answer | Current stage and history on screen |
How we took it from idea to launch
Good software follows a process. Here are the six stages, and what happens in each one.
Discovery & Requirements
Goal: Define the product vision, target audience and core business requirements.
Key activities- Stakeholder interviews
- Market and competitor research
- Defining user personas
- Drafting technical specifications or a Product Requirements Document (PRD)
Design (UX / UI)
Goal: Create an intuitive user experience and visual interface.
Key activities- UX design: information architecture, user flows and wireframes
- UI design: high-fidelity mockups and interactive prototypes in Figma or similar tools
- Design system: colors, typography and component libraries
Development: Frontend & Backend
Goal: Build the functional application using agile sprints.
Key activities- Backend: set up databases, design APIs (REST, GraphQL), implement server logic, and configure authentication and authorization (OAuth, RBAC)
- Frontend: build responsive interfaces and connect components to backend APIs
- Version control: manage code through Git and GitHub
Security & Optimization
Goal: Harden the application against vulnerabilities and boost performance.
Key activities- Security: address the OWASP Top 10, including injection, XSS and CSRF, enforce encryption in transit and at rest, and implement rate limiting
- Optimization: code splitting and lazy loading, database indexing, API caching and load testing
- QA and testing: unit, integration and end-to-end tests
Beta Release
Goal: Deploy to a controlled group of real users to catch edge-case bugs and gather feedback.
Key activities- Set up staging and production CI/CD pipelines
- Launch a closed or open beta with real users
- Monitor errors through observability tools
Public Release (Launch)
Goal: Roll the software out to the general public.
Key activities- Final production deployment
- DNS configuration
- Marketing and onboarding rollout
- Post-launch performance and security monitoring
Business benefits
Staff check location before heading out to find a coach.
Advisors can say what a unit is waiting on, without calling the shop.
Aged jobs stand out on the board instead of sitting out of sight.
Stage history shows where the department really backs up.
Conclusion
RV service runs on long waits and big vehicles spread over a lot, which makes it easy for a unit and its story to go missing. A QR code is a small thing, but it gives each coach a way to report where it is and what comes next. Hexagon built the client an application around that idea, using tools technicians will actually use. If you run an RV, marine, trailer or heavy equipment service department and spend your day chasing status, tell us how your flow works. We would enjoy talking it through.
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