Table Of Contents. Customer Service Objectives Customer Service... 2

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3 Table Of Contents Customer Service... 1 Objectives... 1 Customer Service... 2 Service Locations vs. Billing Accounts... 2 Where Does the Bill Go?... 2 Carbon Copy Locations/Accounts... 3 Carbon Copy Mismatches... 4 General Billing Accounts... 5 Customer Service Key Items to Remember... 6 Searching for Customers... 7 Searching for Customers... 7 Customer Information Screen... 9 Notes Location History Form Archived History Reporting Archived History Adding Marketing Information for a Customer Customer Information key Items to Remember Creating a New Customer Creating a New Location The Location Form Editing a Service Location Creating a New Customer Key Items to Remember Creating a New Billing Account Billing Account Form Creating a New Billing Account from the Receivables Manager Adding an Alternate Address to a Billing Account Credit Card Security Recording Customer Credit Card Information Creating a New Billing Account Key Items to Remember Call Center Call Center Overview Call Center Features Assignment Needs Attention Alerts Call Panel Views Dispatch Grid Display Technician Display The Call Center List Panel Refreshing and Filtering the Call Center Data Refresh Indicator Auto Refresh Setup Filtering the Call Center Call Center Navigation Call Center Preferences Technician Hint Options Call Calendar Call Center Right Click Menu i

4 Table Of Contents Call Calendar Filters Call Calendar View Options Priority Levels Maps To Map a Call in the Call Center Accessing Job Materials from the Call Center Call Center Key Items to Remember Creating a Job What is a Job in SuccessWare21? The Job Form Job Form Right Click Options Creating Jobs from the Customer Information Screen Creating a Callback Job Printing a Work Order Creating a Job Key Items to Remember Scheduling and Assigning Jobs Scheduling Calls from the Job Form Scheduling Calls from the Call Center Scheduling a Call from the Call Clipboard Scheduling Unscheduled Calls Assigning Technicians to a Job Scheduling and Assigning from The Scheduling Assistant Using the Scheduling Assistant Rescheduling Calls Rescheduling from the Call Center Adding a Call Scheduling & Assigning Jobs Key Items to Remember Tracking Call Progress The Job Summary Form Closing a Job Finalizing a Job Job Manager Searching for Jobs in the Job Manager Finding Jobs with a Specific Job Number Finding Jobs within a Date Range Finding Jobs According to a Specified Criteria Sorting Jobs Search Results Job Progress Values in the Job Manager Assigning Technicians to a Job Scheduling and Rescheduling Jobs from the Job Manager Finding Unscheduled Jobs Job Manager Key Items to Remember Paging Configuring the SuccessWare21 Comm Center Paging Requirements and Configuration PageRunner Paging Setup Sending a Page Creating Timecard Entries Manual Timecard Entries Timecard Assistant Creating Timecard Entries with the Timecard Assistant Recurring Timecard Entries ii

5 Table Of Contents Reviewing Existing Timecard Assistant Entries Creating Timecard Entries Key Items to Remember Job Permits Permit Tracking Recording and Updating Permits Permit Tracking Reports Taking a Phone Call Call Reason Codes Call Taking Form Searching for Customers in the Call Taking Form Call Taking Form Keystrokes Finishing a Phone Call Adding a Billing Account Through the Call Taking Form Carbon Copy Accounts and Call Taking Adding an Alternate Billing Account through Call Taking Taking a Phone Call for Service or a Sales Job Scheduling a Job Through the Call Taking Form Taking a Concern Call from a Customer Taking an "Other" Type Phone Call from a Customer Placing a Phone Call on Hold Phone Call Review Finding Phone Calls in the Phone Call Review Form Editing the Phone Call Taken Date and Time Resolving Concern Calls Call Taking Scripts Phone Call Report Taking a Call Key Items to Remember Managing Opportunities and Leads What is an Opportunity? What is a Lead? Creating an Opportunity What can I do with an Opportunity? Adding an Opportunity from the Customer Opportunity Profile Adding an Opportunity from the Job Summary Screen Adding an Opportunity from a Quote Summary Using the Opportunity Manager Opportunity Manager Views Opportunity Manager Right Click Options Opportunity Status Indicators Opportunity Follow Up and History Editing Opportunity Notes Recording Follow Up Information Converting an Opportunity to a Lead Customer Opportunity Report Opportunities Report Sales Lead Tracking Sales Tracking Setup Recording Sales Tracking Information Creating a Sales Quote Quote Print Options Creating a Job from a Sales Call iii

6 Table Of Contents Copying an Invoice from a Sales Quote Creating a Purchase Order from a Sales Quote Creating a Requisition from a Sales Quote Closing a Sales Job Sales Tracking Report iv

7 Customer Service Objectives After completing this unit, the student will be able to: Identify the difference between a service location and a billing account. Create a new service location. Create a new billing account. Attach a billing account to a service location. Search for customers. View customer information and history. Identify the difference between a call and a job. Understand what information is collected for a job in SuccessWare21. Create a new job. Identify the 4 types of calls. Take a call from a customer. Understand the layout and functionality of the CALL CENTER. Schedule calls from the CALL CENTER. Update call progress. Make timecard entries based upon call progress and unapplied time. Understand the functions of the JOB MANAGER. Find unscheduled jobs in the JOB MANAGER. Identify the elements of setup that must be completed in order to perform customer service functions. SuccessWare, Inc. 1

8 CUSTOMER SERVICE The customer service components of SuccessWare21 handle all of your direct customer interactions, to include finding existing customer records, creating new customers, taking phone calls, creating and scheduling jobs, in addition to maintaining your dispatch board. In SuccessWare21, customer's information is stored in two separate files: Service location, and Billing account. Service Locations vs. Billing Accounts The service location pertains to WHERE you perform services, while the billing account establishes WHO will be paying for that service. The Service Location is where the service and phone call history, equipment, warranties, agreement and marketing information "live". The Billing Account is the party that is responsible for paying for any charged work that occurs at a service location. The Billing Account maintains a history of all invoices, payments, adjustments, finance charges etc. related to that account. Each location MUST have at least one billing account associated with it, but may have more than one. Alternately, a single billing account may be financially responsible for services performed at more than one service location. Where Does the Bill Go? When creating a new customer record, a detail that helps to dictate where the bill goes is the service location s owner occupied status. In essence, does the person who owns the property live at the location? If the property is owner occupied, you can just copy the location information to the billing account section. This is referred to as making a carbon copy. Once you've done this, any time you make a change to the service location the carbon copy billing account will be updated as well. If the property is not owner occupied, but the job is such that the tenant is not responsible for the payment of service, you can either create a new billing account, or assign an existing billing account to the location. Even if you have used the carbon copy function to establish a billing account for a location, you can still create an alternate billing account for the location. This would be useful in situations where the tenant is responsible for service inside the unit, while the owner is responsible for service to community or shared equipment. In this situation, one of the billing accounts must be set as the default billing account. A benefit of a carbon copying accounts is that changes made to information in either record is automatically updated and saved in both places. 2 SuccessWare, Inc.

9 Billing accounts may also be responsible for more than one location. If a party owns a number of properties, each of those properties may be listed as a service location on a particular billing account. Carbon Copy Locations/Accounts To accommodate the fact that often the residents at a service location are responsible for paying their own bill, SuccessWare21 allows you to automatically create a billing account with the same name/address information as the location. These accounts and locations are called Carbon Copy locations or accounts. With a Carbon Copy account, if you change the name or address information in the Service Location form, the related Billing Account is updated appropriately. Changes made on the Billing Account side do not however, automatically carry over to the Service location. The Carbon Copy relationship between a Service Location and Billing account can also be deactivated. This will result in a separate Location and Billing Account, each of which can be edited and changed without affecting the other account. This ability to disassociate the accounts when the owner of a service location moves and you wish to move the billing account to the new location or if a new owner moves into an existing location and you don't wan the new owner's information to be copied to an existing billing account. Creating a Carbon Copy Billing Account from the Location Form 1. If the LOCATION form is not in Edit Mode, press Ctrl+Enter or click the Edit button. 2. From the LOCATION Form, right-click in the BILLING ACCOUNT area of the form and select New 'carbon copy' account. Note: If a Carbon Copy account already exists for the location, you will be notified and given the choice of changing the carbon copy account to the new account you are creating, or keeping the existing carbon copy account. Creating a Carbon Copy Location from the Billing Account Form 3. If the Billing Account form is not in Edit Mode, press Ctrl+Enter or click the Edit button. 4. From the Billing Account Form, right-click in the Locations area of the form and select New 'carbon copy' account. Note: If a Carbon Copy account already exists for the location, you will be notified and given the choice of changing the carbon copy account to the new account you are creating, or keeping the existing carbon copy account. Activating or Deactivating a Carbon Copy Account 5. Open the LOCATION form or BILLING ACCOUNT form for which you want to remove the Carbon Copy Account. 6. Click the Edit button or press Ctrl+Enter to put the form into Edit mode. 7. Right click on the desired account and select Activate/Deactivate Carbon Copy. SuccessWare, Inc. 3

10 - You will be asked to confirm the action to make the selected account the Carbon Copy account. If a Carbon Copy account already exists for the location, you will be notified and given the choice of changing the Carbon Copy account to the selected account, or keeping the existing Carbon Copy account. - If the selected account is already the Carbon Copy account, you will be asked if you would like to turn the Carbon Copy status Off for the selected account. Carbon Copy Mismatches Under certain circumstances, it is possible to make changes that cause a carbon copy billing account to become "out of sync" with its associated location. This can happen, for example, if certain billing accounts are merged, or changes are made to a carbon copy billing account instead of its associated service location. SuccessWare21 contains feature that are intended to help prevent the mismatch situation from occurring and will also help avoid unintentionally overwriting needed billing account information. When attempting to merge billing accounts which may result in a carbon copy mismatch, a warnings will be displayed which allows you to cancel or continue the merge. Warnings are now displayed any time location or billing account details is opened and there is an existing carbon copy mismatch. At that time you will be asked to review each account and make any necessary corrections. Warnings have also been added when modifications to a billing account result in a carbon copy mismatch. 4 SuccessWare, Inc.

11 Making a change to and saving a Service location with a carbon copy billing account will cause the billing account to be updated with all name, address and phone information currently in the service location. When this carbon copy update is about to take place and the name/address information on the location does not currently match the billing account data, the user will be presented with the two names and addresses and prompted for confirmation that the carbon copy update should take place. The user can allow the update to continue, or cancel the carbon copy update. Note: If the address information SHOULD be different for the Service Location and Billing Account, the Carbon Account setting should be TURNED OFF.. General Billing Accounts There are times when there is an billing account that needs to be billed for work that is performed at a service location, where there is no reason for there to be a continuing (and therefore attached) relationship between the billing account and service location. SuccessWare, Inc. 5

12 For example, if you are doing work as a subcontractor for a general contractor, the work is occurring at the service location, but the bill will go to the general contractor. At the end of the job, there is no continuing billing responsibility for the general contractor at that service address. To accommodate this situation you can create a billing account and designate it as a General Billing Account. By definition, a General Billing Account can be selected as the responsible billing party on any invoice, with no prior relationship between the billing account and service location required. Other examples might include third party warranty companies, utility companies, finance companies or insurance companies. General Billing accounts are created by checking the General Billing Account checkbox when creating or editing a billing account A General Billing Account can be selected as the responsible billing party on an invoice, by selecting the Billing Account dropdown on the invoice, pointing to General Accounts and selecting the appropriate General Billing Account. Customer Service Key Items to Remember Customer service entails all interactions with a customer. Service locations are the physical location where service is performed. A billing account identifies how services will be paid for. A billing account can be allocated to any number of locations. A service location may have several billing accounts. General billing accounts can be used for service that is billed to another party, such as an insurance or utility company. 6 SuccessWare, Inc.

13 SEARCHING FOR CUSTOMERS Searching for Customers SuccessWare21 allows you to find existing customers using following fields: ADDRESS Address 2 Lot ID Subdivision Phone Number (Field also searches the Phone 2 field) Last Name, Company Name, Location ID Number, and Billing ID Number. NOTE: Search fields are not cumulative. The only field you are searching by is whichever field your cursor is in when you initiate the search. There are two ways you can search a field. Contains - Searches for all records that contain the search criteria that you enter. For example, entering 123 in the address field would generate all records that have 123 somewhere in the address such as Main Street. A contains search is performed by typing a % before the search criteria and then pressing Enter, or by typing the search criteria without the percent sign and pressing Ctrl+Enter. Begins with- Searches are for all records whose entries begin with what you have typed. For example, entering 123 in the address field would return 123 Main Street, but not 3123 Main Street. A begins with search is performed by typing the criteria you want to search for in the respective field and pressing Enter. Performing a Customer Search 1. In order to search for an existing customer (or to see whether or not someone is a current customer) click on the Customer Search button or press Ctrl+F12. SuccessWare, Inc. 7

14 Note: if you plan to search for an open multiple customers, remove the CLOSE AFTER SELECTION checkbox. This will allow to search for and open customers, while leaving the CUSTOMER SEARCH window open as well. Otherwise the Customer Search will close as you open a customer. 2. Tab to the field you want to search by and select the appropriate circle button to identify by which field you wish to search. 3. Enter your search criteria in the field. 4. Press Enter to perform the search. (You can also press Ctrl+Enter to find all records that contain the characters you entered.) 5. If your search has generated results, they will display in the lower portion of the CUSTOMER SEARCH window. 6. Click on the customer result you are searching for and click Open to open the customer s record.(you can also press Enter with the customer selected or double click the displayed customer). If you wish to record a phone call from the customer you have searched for, be sure they are highlighted and click the Take a Call button. If your search result does not list the customer you are looking for, it is recommended that you perform another search using new criteria. If the customer doesn't exist in SuccessWare21, click New (or press Ins) to. 8 SuccessWare, Inc.

15 Customer Information Screen When you open a customer s record, the CUSTOMER screen will display. The CUSTOMER screen contains numerous pieces of information about the service location, billing account and service history, in addition to allowing you to create new jobs. Indicator Function The Standard button will be illuminated if the customer has been marked as a priority customer in the LOCATION DETAIL FORM (F2). If not, the button will read Standard. The Notepad button can be selected to read and create location notes, location directions and billing account notes (you can also press F11 to activate this feature). The Zone button displays the Zone the customer s location is in. The color and text of the button is dependent upon the Zone setup. Double-clicking on the New Job button will initiate the process of creating a new job. (you can also press Insert to activate this feature). Double-click the History button (or press F5) to view the customer s call and job history. If the button is bright green the customer has an past history. SuccessWare, Inc. 9

16 Indicator Function If the customer has Open Jobs, the indicator will be illuminated in Yellow and contain the text "Open Job". The Open Job text will remain illuminated until all jobs related to the customer have been closed or cancelled. For each item, reports the sum of quantities and values for all requisitions/returns over a specified time period from the list of all items or all stock items. Can be used to find slow moving parts in your inventory. Note, Sales jobs will not "automatically" close as service Jobs do, therefore, they must be closed manually. The Installations button will be illuminated if your company has installed equipment for this customer. Double-clicking on it (or pressing F6) will take you to the EQUIPMENT and WARRANTIES screen. The Warranties button will be illuminated if the customer has equipment that is covered by a warranty. Double-click on it (or press F6) to open the EQUIPMENT and WARRANTIES screen. If a there is an active agreement, the Agreements button will illuminate, displaying Next Visit: and a date if the customer has a maintenance agreement (the date displayed is the date the customer is next due for an agreement visit) or just Next Visit if the customer has a service agreement.. If the agreement is expired, the word expired will appear in red. Double-clicking on it (or pressing F7) opens the AGREEMENT form. If the M&R button is illuminated, there is marketing activity associated with the customer. Doubleclicking on it (or pressing F8) displays the CUSTOMER S OPPORTUNITY PROFILE. NOTE: Moving the mouse over different sections of the CUSTOMER screen will bring up pop-up tips that tell you what information is being displayed in that section. 10 SuccessWare, Inc.

17 Notes Use Notes to enter additional job or customer information. There are 2 classes of notes available to you, Customer Related notes and Job Related notes. Notes can be open by pressing F11 on the keyboard. Customer related notes are available to you from any screen where you are selected on a Service Location or Billing Account. Job Related notes are only available to you when you have selected (highlighted) a specific job. Note: When a job is selected all Job related notes are available as well as all of the Customer related notes. Notes fields are unlimited in terms of their size limit. You can enter notes without needing to delete earlier notes. This is especially helpful Locations Notes for example. These Locations notes, if typed to include an entered date and the user's id or initial serve a nice "note history" for the location. This note history could include special information about the customer such as special discounts that have been offered to the customer, the fact that a promised discount was given and when. When you open the Customer Information screen you will see an icon that displays the notes status of the location. A Notes Icon with a filled note page indicates that a note (or notes) exist for this customer. Selecting the Notes Icon opens a menu of Topics (listed below), with indicating the topics which currently have a note. SuccessWare, Inc. 11

18 Note Types A Notes Icon with a blank not page indicates that no notes exist for this customer. Location Notes- These are note that identify any information about the customer that you feel important to record. Location notes appear by default in the lower right hand corner of the Phone Call form when taking a phone call from a customer. Location Directions- Use this note to record driving directions or cross streets Billing Account Notes- Record any necessary regarding the specific billing account Job Instructions - Only available when a specific job is selected. Record job instructions and any other important information related to the service job. Work Done- Only available when a specific job is selected. This note can be used to record a detailed summary of what work was performed on the job. These location notes will forever remain part of the job history, will print on a printed invoice for the job, will appear in Location History (F5) when the job is selected and will display, along with the Job Instructions in the JOB MANAGER when a job is highlighted, and in the past job history area of a Work Order. Work Done notes can be recorded in the JOB SUMMARY form or while completing the invoice for a job. Work Suggested- Only available when a specific job is selected. Use this note to identify any recommendations that were made to the customer. These notes will appear by default in the past job history area of the Work Order To Enter or View Notes: 1. With a Service Location, Billing Account or Job selected, press F11, or rightclick and select Open>Notes. 12 SuccessWare, Inc.

19 2. Enter the text you want to add, and press Esc to exit. There is no Save button on notes. In the NOTES screen, the topic name and the currently-selected record number (Job #, Invoice #, etc.) are shown in the upper-left corner. Sequence through the topics by selecting in the lower-right corner pressing the Tab key. Location History Form By pressing F5 from the CUSTOMER INFORMATION SCREEN (or double clicking the History indicator) you can open the Location History form. The LOCATION HISTORY form displays information regarding a customer's: Job History Equipment Records Agreements Marketing Lists Customer Opportunities Past Concern phone calls from the customer Archived History or Once you have opened the LOCATION HISTORY form. Click on the items listed in the specified area and view the detail information about the item in the top half of the form. Different items will allow you different right click options pertaining to the listed items. SuccessWare, Inc. 13

20 Archived History You can track service provided for customers which was performed before you began using SuccessWare21. The information is maintained in an area of the Location History form called ARCHIVED HISTORY. The information is stored for reference purposes and is not available to current company financials. When the LOCATION HISTORY form is open (F5), you will see a notification in the upper right hand corner that tells you whether the customer has archived history or not. Whether the customer has history and you want to review it or you want to add history, press Ctrl+H to open the ARCHIVED HISTORY screen. 14 SuccessWare, Inc.

21 To add new history to a customer, right click and select Add History or press Ctrl+Insert. Because these records are for reference purposes, normal rules not allowing duplicate Job numbers and Invoice numbers are not enforced. When you are finished adding the information, click OK to save the changes. Note: Existing archived history can be edited or deleted using the right click menu. Press Ctrl+H to toggle back to the standard customer history. The Customer History will display a yellow indicator identifying that the customer has archived history. Archived history recorded for a service location can be reported using the LOCATION HISTORY report and can be included when Work Orders are printed for technicians. Reporting Archived History Information listed in a customer's archived history can be reported in 2 ways: Grid Report- A grid report will allow you to quickly print a list of the items listed in a customer's archived history. - Right click in the archived history and select Report - Choose the columns you want to display and click OK. - Click the Printer button to print the displayed list. Location History Report- The LOCATION HISTORY REPORT will allow you to display either archived history or standard history when running the report. The Location History report is found in the REPORT GALLERY, in the MASTER LISTS group. When running the Location History report, be sure to select the Archived option at the top of the report. SuccessWare, Inc. 15

22 Adding Marketing Information for a Customer The CUSTOMER OPPORTUNITY PROFILE screen permits you to keep track of customer needs. This can aid in the identification of possible future sales opportunities and the tracking of multiple sales opportunities for a single customer. The items displayed in the CUSTOMER OPPORTUNITY PROFILE can also be converted to a mailing list by accessing the CUSTOMER OPPORTUNITY REPORT. 1. From the CUSTOMER form (or any other form that selects a customer record) press F8. 2. Press Insert to display the OPPORTUNITY form. 3. Enter the date you became aware of the opportunity in the OPPORTUNITY DATE field. 4. Choose the opportunity code from the drop down in the OPPORTUNITY field. As with any drop down list, it can be modified by first pressing Ctrl+Enter. 5. If desired, select the employee who identified the Opportunity in the REFERRED BY field. 6. Check the NOTIFIED box if customer has been notified of the Opportunity. 7. Check LEAD REQUIRED indicating that a sales job needs to be created for this Opportunity. 8. Choose the SALES PERSON assigned to the Opportunity. 9. Checking SOLD will mark the Opportunity as sold. 10. Click OK to save the Opportunity. 16 SuccessWare, Inc.

23 Customer Information key Items to Remember The CUSTOMER screen displays all billing and service history for a customer. Marketing opportunities can be added to a customer by pressing F8. CREATING A NEW CUSTOMER If you search for a record and cannot find the service location or billing account then you will have to create a new record. New service locations can be created from the CUSTOMER SEARCH form. When you are entering the customer s information in the NEW LOCATION form, SuccessWare21 will automatically search the database for matching records, starting with the last name. If a match is found, you will be given the option of selecting the existing location to prevent the entry of duplicate records. If no matches are found, continue entering all customer information. Service Locations and Billing Accounts can also be added and edited through the Call Taking form when taking a phone call. Creating a New Location 1. Open the CUSTOMER SEARCH screen by clicking the Customer Search button or by pressing Ctrl+F12 on your keyboard. 2. Click New to open the NEW LOCATION form. 3. Fill in the appropriate fields. Tab will move you forward through the fields Shift/Tab will move you backward through the fields. (See the LOCATION FORM section for information about the individual fields.) NOTE: As you enter information in the Service Location form, SuccessWare21 will search the database for matches as you tab out of each field. If you enter information (address, name) that matches an existing customer, SuccessWare21 will prompt you to choose the existing location or continue entering a new location. If the customer you are entering is in the list, select their name and click Enter to open the customer s information screen. SuccessWare, Inc. 17

24 Sample search results for "Smith" NOTE: Unless you have identified the customer as a prospect, you must enter a billing account for the location before you can save the customer/location information. 4. Right-click in the BILLING ACCOUNTS area and choose Add billing account (Ctrl+Insert) to search for and choose or add an alternate billing account, or select New carbon copy account (Ctrl+C) to create a Billing account using the location information. If you have chosen to Add a Billing Account, the Billing Account search will open. Enter any available information in the search fields of the form (Use the Tab key to move through the fields). - If searching by Last Name or Company, select the appropriate radio button, or press Alt+N for Last Name or Alt+C for Company. - If searching by Location ID or Billing ID, select the appropriate radio button, or press Alt+L for Location or Alt+B for Billing ID. After entering the search information, press the Enter key to perform a begins with search, or the Ctrl+Enter keys to perform a contains search. 18 SuccessWare, Inc.

25 The records that match your search criteria will appear in the Search Results table. Highlight the account you wish to attach to the Service Location and press Enter. You will be returned to the Service Location for If the Billing Account is not found, press New or hit Insert to add a new billing Account Complete the Billing Account and Save to be returned to the Service Location If you Have Chosen to Add a Carbon Copy Account Make any necessary editing changes to the new Carbon Copy Billing account and click Save to return to the Service Location 5. Once you enter the BILLING ACCOUNTS form, the new location is saved. The Location Form The LOCATION form is used to enter information for a service location or customer as well as view information once it has been entered. The New Location form also allows you access to the billing accounts that are associated with the service location. The LOCATION form can be accessed when creating a new location from the Customer Search form. The Location form can also be opened for an existing customer by doubleclicking on their location information in the Customer screen. SuccessWare, Inc. 19

26 Field Descriptions Field Name Company Address Address 2 City Phone Number and Phone Number 2 Description Enter the Last Name, First Name and Title (i.e Mr, Mrs.) of the customer. Enter a Company Name if applicable. If you enter a company name, the name you enter will display on Work Orders, printed invoices as well as statements instead of the customer name. You cannot tab past this field without entering an address. Use this field to enter a secondary address such as an apartment or suite number. Entering CITY or the ZIP CODE will either autocomplete the ZONE and TAX CODE fields or prompt you with a drop-down list of available choices. Enter phone number with or without area code. This field will auto-format if no punctuation is entered. 20 SuccessWare, Inc.

27 Field Ext. Source Zone Type Owner Occupied Serv. Contact Previous Owner Tax Code Map Code Referral Directions Priority Prospect Description Enter the extension for the phone number, if known. Choose the customer source from the drop-down list. This field will be populated automatically based upon city chosen. The value can also be chosen from the associated drop-down list. Choose the type of location from the drop-down list, e.g., residential, commercial, etc. Checkmark if owner lives at location. Enter the name of the person you should contact when calling the location if it is different from the name on the account. Enter the address, if known. Enter the name of any additional owners of the location. Press Enter to add additional names. Choose from the drop-down list. This may be filled automatically based upon the CITY and ZIP CODE fields. If your company uses Map Codes, pick or enter the code for this location. If someone referred the customer, type his or her name here. Enter directions to the location or notes about the location in this field. This field will populate the Service Location's Driving Directions Note (F11) Check to mark the customer as priority. If selected, the Priority light will appear illuminated whenever the customer's record is opened or a call is taken from the customer. All jobs created for the customer will also be marked as "Priority" by default. Checking here allows you to save the location without a billing account. SuccessWare, Inc. 21

28 Field Subdivision Lot ID Preferred Tech Invoice Type Description Use this optional field if applicable to identify the Subdivision where the Service Location is located. You can select and existing subdivision from the list or press Ctrl+Enter from the drop down followed by insert to add a new subdivision to the list. Use this optional field to identify a Lot ID for locations that may currently be under construction and therefore do not yet have a street address. Choose a preferred technician from the dropdown list of technicians. If you try to assign a call for this customer to a technician other than the one defined as the Preferred Tech, you will be warned that you have not chosen the preferred employee for this customer. Choose the format for printed invoices generated for the service location. This will default based upon the setting in Company Setup, but can be changed at the customer level and individually at the invoice level. SuccessWare21 will complete the DATE ADDED, LAST CALL and ADDED BY fields automatically. Editing a Service Location 1. From the CUSTOMER screen, double-click on the location address or press F2. This will open the LOCATION form. 2. Click Edit. 3. Make any necessary changes. 4. Click Save. 5. To cancel your changes without saving, click Undo and confirm you want to cancel your changes. 6. Click Close to leave the LOCATION form. Creating a New Customer Key Items to Remember While creating new locations, SuccessWare21 will search the database for existing records. 22 SuccessWare, Inc.

29 Locations must have a billing account attached unless they are marked as a prospect. Carbon copying billing accounts, copies the location information to a new billing account that is linked to the location. CREATING A NEW BILLING ACCOUNT The BILLING ACCOUNT form allows you to create, edit and view information about any billing account. The same form can be used to create individual billing accounts or to create a general billing account. Billing Accounts can be added at the time that a new Service Locations is created, either through the Customer Search or through Call Taking or can be added through the RECEIVABLES MANAGER. The BILLING ACCOUNT form can be accessed by: Pressing F3 from any customer screen, Creating a new billing account from the LOCATION form, Double-clicking on the billing account in the LOCATION form, Double-clicking on the default billing account information in the CUSTOMER screen, and/or Searching for the billing account or creating a new billing account in the Receivables Manager. Billing Account Form SuccessWare, Inc. 23

30 Field Acct# Name Company Address Address2 City Service Contact A/P Contact Location Phone 1 and Phone 2 Cell Fax Rating Description The account number will be filled in by default. If you want to change it, the new account number must contain a letter. Enter the Last Name, First Name and Title (i.e Mr, Mrs.) of the customer. Enter a Company Name if applicable. If you enter a company name, the name you enter will display on Work Orders, printed invoices as well as statements instead of the customer name. Enter the address of the billing account. Enter any additional address information such as an apartment or suite number. Entering CITY or the ZIP CODE will auto complete the ZONES and TAX CODES fields or prompt you with a drop-down list of available choices. Name of person to contact regarding service. Name of person to contact regarding payment questions. Right-click in the location field to add another location to the billing account. Enter phone number with or without area code. Field will auto-format if no punctuation is entered. Enter cell number. Enter fax number. Enter address. Choose the customer rating from the drop-down list. This rating will be displayed in the upper right corner of there Customer Information Screen as well as the Call Taking screen when the customer is selected. 24 SuccessWare, Inc.

31 Field Tax ID# Terms Pmt Mthd C/Card# Name Expiration Salesperson Credit Limit General Billing account Other Checkboxes Description Enter the TAX ID# if applicable. Choose the payment terms for the account from the drop-down list. Every customer is assumed to be COD by default. It is only necessary to select a Payment Term if the terms are other than COD. If you select a credit card type or bank draft, enter the card or account number in the following fields. This information will automatically carry over to the Payment Method fields of AR Invoices created for the Billing Account. See Credit Card Security for further information. Enter the customer s credit card number. Enter the name as it appears on the credit card. Enter the expiration date of the credit card. Choose the salesperson from the drop-down list. Enter the customer s credit limit. Place a check in the box if this billing account will be available as a general billing account. Check the additional boxes to determine whether or not this account should receive finance charges or statements, is a bad risk, should receive solicitations or happy checks (follow up calls). Note: The Bad Risk checkbox will cause the Customer's Rating, whether it is good or bad, to blink in red at the top of the Customer Information screen and at the top of the Call Taking form. Creating a New Billing Account from the Receivables Manager Typically, you will add billing accounts as you add customer locations to the system; either as a carbon copy of the location or by adding different billing accounts 1. Right-click in the grid area of the RECEIVABLES MANAGER and select New Account, or press Insert. The NEW BILLING ACCOUNT form will open in add mode. SuccessWare, Inc. 25

32 2. Enter the information in the appropriate fields. Field Descriptions Field Acct # Service Cont A/P Contact Locations Rating Tax ID# Terms Description Displays the account number for the selected billing account. You can accept the assigned number, or enter your own number. If you change the assigned number, it must contain at least one alpha character. Displays the name of the person who typically contacts you for service. Displays the name of the person you contact regarding their invoices from you. Displays a listing of locations associated with the selected billing account. If you wish to identify or add locations for the billing account, right-click and select either Add location, or New carbon copy location. Allows you to assign a rating to your customer accounts. Enter Tax ID numbers in this field. Enter the payment terms for the account in this field. 26 SuccessWare, Inc.

33 Field Pmt Mthd Salesperson Credit Limit No Finance Charge No Statement Bad Risk Do Not Solicit No Happy Checks General Billing Account Alternate Address Description If you select a credit card type or bank draft, enter the card or account number in the following fields. This information will automatically carry over to the Payment Method fields of AR Invoices created for the Billing Account. See Credit Card Security for further information. If you assign a salesperson to the account, select the assigned salesperson from the drop-down list. If you assign a credit limit to the account, enter that limit here. Check the additional boxes to determine whether or not this account should receive finance charges or statements, is a bad risk, should receive solicitations or happy checks (follow up calls). Note: The Bad Risk checkbox will cause the Customer's Rating, whether it is good or bad, to blink in red at the top of the Customer Information screen and at the top of the Call Taking form. Mark this checkbox to indicate that the new account is a general billing account. A general billing account is one that is not assigned to a particular location and can be selected for jobs and invoices for any location. Examples would be equipment manufacturers or insurance companies. Click the ALTERNATE ADDRESS button if a you wish to add a separate Billing address for the customer which will be used in certain situations. The system will open a data entry form where you can add enter the alternate address. If you wish to use this address on billings, be sure that the ALTERNATE ADDRESS checkbox is selected. This is helpful for customers who may live in a location part of the year and want billing sent to another address during other parts of the year. 3. Click Save to save the new billing account. SuccessWare, Inc. 27

34 Adding an Alternate Address to a Billing Account You can add an alternate billing address while you are editing or adding a billing account. This should be done if the address that the bill is sent to is different than the physical address of the billing account, such as a home owner who maintains a winter residence or a resident who is living elsewhere while renovations are being performed in their home. 1. While editing the billing account, click the Alternate address button at the bottom of the window. 2. In the ALTERNATE BILLING ADDRESS form, fill in the appropriate information. 3. Click OK to save. Credit Card Security Credit Card information that is gathered from customers is securely stored in SuccessWare 21. Credit Card numbers are encrypted at the database level. This means that if the database were to be accessed directly, the credit card number would not be displayed in a readable format. When credit card numbers are displayed in SuccessWare 21 fields, such as the payment method field in a customer agreement, only the last four digits of the credit card number is displayed. The remaining characters are masked (replaced with asterisks ). This prevents unauthorized users from having access to sensitive customer credit card information, but still gives enough information for the user to be able to confirm which credit card is being used. See Recording Customer Credit Card Information for further information. 28 SuccessWare, Inc.

35 Unmasking Credit Card Numbers In certain areas of the software, where the credit card number may be needed for billing purposes, there is a right click option that will allow you to unmask the and display the entire credit card number. The only areas of the software where credit card numbers can be unmasked are: The APPLY PAYMENT screen on and Accounts Receivable Invoice- This is so credit card numbers that may have been recorded in the Job Summary screen or have been set as default payment methods on a Customer Billing Account can be displayed and charged at the time the invoice is processed. The PERIODIC INVOICES view of the AGREEMENT MANAGER- This is so the credit card numbers that are stored for periodically billed agreements can be listed (and printed if necessary) and charged in accordance with the agreement. The BILLING ACCOUNT DETAIL screen- If a customer has a credit card number recorded on their billing account as their default payment method, the credit card number can be unmasked in the Billing Account Detail window. The Undeposited Funds account in the ACCOUNT REGISTER. Highlight the credit card item either in the current period or a past reconciliation then press Enter to open the REGISTER ITEM review form. Right click on the masked card number to unmask. In order to unmask credit card numbers, the user must have appropriate permission. The user attempting to unmask the credit card number must be a member of a User Group that has, on the RECEIVABLES Tab on the USER GROUP form, the View Credit Card Numbers permission selected. To modify User Group permissions, open the Main Menu and select Setup. Click the User Manager button, then right click in the background and select User Groups. Whenever a credit card number is unmasked, an entry is made in the Event Log that records the User ID, date and time that the credit card number(s) was unmasked. To Unmask a Credit Card Number 1. Open the form where the masked credit card number appears. 2. Right click in the background of the form and select Unmask Credit Card (or Unmask Credit Card Numbers in the Periodic Invoices view of the Agreement Manager) SuccessWare, Inc. 29

36 The card number will be fully displayed. Once the form the is closed the credit card number will automatically be re-masked. Note: No field has been created for the credit card security code (CVV2 or CVC2) found on the back of most cards. Credit card industry standards do not currently allow for permanent storage of the security code. For further information regarding credit card security visit the PCI Security Standards Council web site. Recording Customer Credit Card Information When recording credit card information for a customer, whether it be taking a payment, recording a default credit card on a customer billing account or adding a credit card as the method of periodic payment on an agreement, certain data entry requirements will be enforced. Credit card numbers that are entered will be checked to determine the number is a valid credit card number or not. A valid credit card number must begin with valid starting digits ('30', '34', '37', '4', '5', or '6') and must be 14, 15, or 16 digits in length, depending on what kind of credit card you are entering. In addition, a calculation is performed to verify that the digits entered make up a valid credit card number. If the credit card number is determined to be invalid, you will receive a warning. You may still enter partial numbers or other information into the credit card number field, but the warning message is presented so that the number can be corrected in case the intent was to enter a full credit card number for later billing. 30 SuccessWare, Inc.

37 Once the credit card is entered and saved, it will be masked from view in the form and encrypted at the database level. Note: No field has been created for the credit card security code (CVV2 or CVC2) found on the back of most cards. Credit card industry standards do not currently allow for permanent storage of the security code. Creating a New Billing Account Key Items to Remember A general billing account can be billed from any invoice. A billing account can be created with an alternate mailing address. SuccessWare, Inc. 31

38 CALL CENTER Call Center Overview The CALL CENTER is the electronic version of your dispatch board. Use the CALL CENTER to track and maintain calls. You can maintain assignments and schedules, and can view call activity by day, technician, or week. The CALL CENTER can be opened by: Clicking the Call Center icon from the toolbar, Pressing Ctrl+C from the CALL TAKING form, and Clicking the Call Center icon from the JOB form. Call Center Features The CALL CENTER allows you to view your dispatch screen in three ways. they are the: Daily Assignment View, Daily Call View, and Weekly Job View. 32 SuccessWare, Inc.

39 The CALL CENTER contains 4 lists that can be displayed in the right portion of the screen. They are the: Job List, Call List, Technician Assignments List, and Visits Due List. The CALL CENTER also allows you to display information pertaining to the currently selected customer and job in the Job/Call Information Panel. Assignment Needs Attention Alerts The CALL CENTER contains a feature that will alert you to appointments that may require attention from your dispatcher. These may be calls assigned for a particular time that you are in danger of missing, or appointments that may need some manual attention indication added to them. When there are appointments in the CALL CENTER that require attention an exclamation point indicator button will light to notify the dispatcher. Additionally, the assignments on the dispatch board that require attention will appear with a red and yellow exclamation point on them. These indicators remain active as long as there are assignments on the board that require attention from a dispatcher. The Needs Attention status can be set for a assignment in three ways: Automatically when the CALL CENTER refreshes based upon progress attention checks that you indicate you want to perform. These allow you for example, to flag calls that haven't been dispatched or onsited within a set number of minutes from the scheduled time. The actual number of minutes before/after the scheduled time required to trigger the Attention indicator is configured in the COMPANY SETUP form. A call can be manually flagged from the CALL CENTER by opening the ASSIGNMENT ATTENTION form and entering a comment identifying the attention situation. Calls can also be updated by technicians in the field using SWRemote. When a tech is nearing completion of an appointment they can select. the 10-8 button on the SWRemote device This will mark the related call in SuccessWare21 as requiring attention. This is to inform the dispatcher that the tech is nearly ready for their next assignment. Turning on Automatic Attention Alerts in the Call Center There are four criteria that you can establish that will cause the Attention Alert indicator to appear in the CALL CENTER. These criteria are set on the Call Center tab of the COMPANY SETUP form. SuccessWare, Inc. 33

40 To Identify Attention Alert Criteria 1. Open the MAIN MENU using the 21 Button, select Setup and then Company. 2. Click on the Call Center tab 3. Click Edit 4. Checkmark the PROGRESS ATTENTION criteria you want to see displayed in dispatch Dispatch- Use this option to flag assignments that are not yet dispatched, but should be. Enter the number of minutes before the scheduled onsite time that dispatch is considered overdue. Onsite- Mark this option if you want to flag assignments that are not yet onsite, but should be. Enter the number of minutes after the scheduled onsite time that the assignment should be considered overdue. Precomplete- Mark this option to flag assignments that require some sort of pre-completion tasks such as calling the next customer. Enter the number of minutes before the scheduled completion time that pre-completion is considered overdue. Complete- Select this option to flag assignments that are not yet complete, but should be. Enter the number of minutes after the scheduled completion time that completion is considered overdue. Note: You do not need to make use of all of the Progress Attention statuses if you don't want to. 5. Click Save when you are finished. Manually Applying Needs Attention Alerts to Assignments in the Call Center While the Attention Alert can be set to appear automatically under certain circumstances, you can also manually indicate that an assignment requires special attention. 34 SuccessWare, Inc.

41 To Manually Apply Needs Attention Status to an Assignment 1. Right click on the appointment (call) in the CALL CENTER for which you want to add a Needs Attention Status 2. Select Attention Add an ATTENTION NOTE that indicates why the call requires special attention 4. Checkmark Needs Attention 5. Click OK Displaying Calls that "Need Attention In the Call Center When there are calls in the CALL CENTER that require attention, either because of their dispatch/onsite/completed time status or because they have been manually marked, the Needs Attention indicator light will illuminate in the CALL CENTER. Also, calls that require attention will appear on the dispatch board with a red and yellow exclamation point Click on the Needs Attention Indicator to change the view of the Calls List so that it only displays the calls that have the Needs Attention status. If the CALLS list was not already open, the Needs Attention indicator will open the list. If you click on the Needs Attention call in the CALL list, the associated assignments are found and highlighted on the dispatch board. SuccessWare, Inc. 35

42 To display the specific reason or notes related to the Needs Attention Status, right click on the call and select Attention... from the right click menu. The ASSIGNMENT ATTENTION window will open and identify whether the status is related to time (such as Dispatch Overdue) or the call has been marked as Needing Attention manually. You can add or update notes in this form as necessary. To turn off the Attention view in the CALLS list, right click in the header of the CALLS List (where it now says 'Needs Attention') and select the appropriate option. Clearing the Needs Attention Status Needs Attention status indications that are the result of Dispatch Overdue, Onsite Overdue, and Completion Overdue situations are cleared (handled) automatically as the assignment is dispatched, on-sited, or completed. Attention statuses that were manually applied to a call, either through the Assignment Attention window or via SWRemote must manually be removed once the reason for the attention status has been corrected. To Manually Remove the Attention Status 1. Right click on the call in the CALL CENTER which has been marked as requiring attention and select Attention In the ASSIGNMENT ATTENTION form, enter any notes that are relevant and then clear the NEEDS ATTENTION checkbox 3. Click the OK button. The ASSIGNMENT ATTENTION window will update to include text indicating the User ID of the user who removed the Needs Attention status. 36 SuccessWare, Inc.

43 Call Panel Views Daily Assignment View Click the Daily Assignment View button format. to display the dispatch grid in a vertical Daily Call View Click the Daily Call View button format. to display the dispatch screen in a horizontal SuccessWare, Inc. 37

44 Weekly Job View Click the Weekly Job View button to display the dispatch grid as a series of oneweek calendars which display Jobs vertically for each day. 38 SuccessWare, Inc.

45 Dispatch Grid Display The Dispatch grid displays a list of your technicians along with colored blocks, which represent your calls, sorted by time of call. Calls are color coded to represent the zone where work is being performed. In the Daily Assignment View, the length of the call block corresponds to the amount of time required to complete the call. As the call progress is recorded, the call display will change to represent the current state of progress (see table below). Recording call progress is covered later in this lesson. Call Display Represents Scheduled call Call Requires Special Attention Call Confirmed Tech Notified Call Dispatched Tech Onsite Call Completed (But Job not Closed) Job Closed (Green Checkmark) Current Invoice has been Posted Job has multiple invoices Job has been Finalized Priority Level, a number between 1 and 4 will be displayed. A Call with a Priority Level of 5 (the Default) will not display on the bar. Represents Time of dispatch until arrival Represents scheduled time of call. Line extends to actual onsite time. Call is a Priority Call An Agreement Visit is attached to the Call SuccessWare, Inc. 39

46 Call Display Represents Call is a Sales Call Call is a Project assignment Call Cancelled Technician Display The displayed list of technicians gives you information regarding the skills of the technician and their utilization. Icons near the employee s name represent their qualifications for a particular job class, type and to identify special skills. There are also indicators to identify whether the employee is a technician, salesperson or both. These elements of the employee are identified in the Employee Setup Form. The Call Center List Panel Job List The Job List displays all jobs for the selected period of time. 40 SuccessWare, Inc.

47 The Job List icon will toggle the Job List on and off, By right-clicking on the Job List Header you can choose to either list jobs for the current day or for all open jobs. Icon Descriptions Icon Represents Current progress of the Job is Dispatched Current progress of the Job is Onsite Current Progress of the Job is Completed Current Progress is Offsite. A completed time has been recorded for the tech, but the call was not marked as completed. Job is Closed, but not invoiced Job has been invoiced. Job has been Finalized Call List The Call List displays all calls according to which options you have selected. The Call List icon will toggle the Call List on and off. By right-clicking on the header to the Call List you can choose to list calls for the current date, list only Unscheduled calls, list calls for the Selected job only, list only calls that Need Attention, list all Unassigned calls and list Calls with no time. The Call List contains a number of icons that identify information about the specific call. SuccessWare, Inc. 41

48 Icon Descriptions Icon Represents The color of the symbol represents the Zone where the call takes place. - A small v on the circle indicates that it is a visit call. - A small exploding p identifies a priority call. - A small s identifies it as a sales call. - A green "p" in a black square represents a project assignment. The call needs to be assigned. The call is assigned, but not all of the required hours have been assigned. The Call is for a job that requires or contains more than one call. Call is unscheduled but requested for the morning of the current date. Call is unscheduled but requested for the afternoon of the current date. Call is unscheduled but requested for any time on the current date. 42 SuccessWare, Inc.

49 Technician Assignment List The Technician Assignments list displays all technician assignments for the day. The Tech Assignment List icon will toggle the technician assignments list on and off. By right-clicking on the header of the Tech Assignment List you can choose to list assignments by Selected job, Selected call or Selected technician. \ The Technician identified with the #1 Icon is the Primary Technician on the Call. To change the Primary Tech, right click on the employee and select Make Primary Employee If an assignment associated with a tech had an Attention Alert associated with it, the assignment will display a red and yellow exclamation point. Visits Due List The Visits Due list displays all visits that are due according to which options you have selected. The Visit Due List icon allows you toggle on and off.. SuccessWare, Inc. 43

50 By right-clicking on the Visits Due List header you can choose to list visits for a select location, all open visits for the current month, next moth or for a defined date range. You can also limit the list to only unscheduled visits and only visits of a particular type. Icon Descriptions Icon Represents Color of circle represents the Zone of the visit The Agreement Visit is scheduled The listed Agreement visit is currently selected in the Call Center Job/Call Information Panel The Job/Call Information Panel displays information about the currently selected customer and/or job. The Job/Call Information panel icon allows you to toggle on and off the Job/Call Information panel at the bottom of the CALL CENTER window. 44 SuccessWare, Inc.

51 Refreshing and Filtering the Call Center As you work in SuccessWare21 you will want to be certain that the information you see in the CALL CENTER is current based upon the additions and deletions made by other users in your office. In order to see the most current information you will need to refresh the CALL CENTER. The CALL CENTER can be refreshed manually or it can be set to autorefresh. The CALL CENTER can also be filtered to limit or control the information that displays on the screen. Data Refresh Indicator The data refresh indicator is used to: Display the status of the data refresh option, Open the auto refresh setup, and Notify you to manually refresh. To manually refresh the CALL CENTER, click on the RFSH portion of the data refresh indicator. Auto Refresh Setup SuccessWare21 can also refresh the CALL CENTER automatically according to a schedule that you establish. 1. Click the On portion of the data refresh indicator. This will open the AUTO REFRESH setup. 2. Set the REFRESH INTERVAL by using the up and down arrows. The refresh default time is 2 minutes. 3. Check ON INACTIVITY ONLY to have the CALL CENTER refresh only when you are not actively performing activities in the CALL CENTER. If you are working when the interval is reached, the CALL CENTER will not refresh and will try again the next time the defined interval passes. SuccessWare, Inc. 45

52 4. If you only want to be notified that the interval has passed as a reminder to manually refresh the CALL CENTER, than select NOTIFY ONLY. 5. To turn on the auto refresh click the on/off button. 6. The ON indicator will display illuminated to remind you that the auto refresh is turned on. Filtering the Call Center Filtering the CALL CENTER allows you to control several types of information, including which employees are displayed, the types of calls, calls that occur in particular zones, and calls that are not scheduled. 1. Click the (no filter set) bar to open the CALL CENTER FILTERS window. 2. In the CALL CENTER FILTERS window, set the specific filters by check marking the items that you want to display. 3. If you want to display only certain employees in the CALL CENTER, click the Employees button. This will open the EMPLOYEES/SUBCONTRACTORS VISIBLE IN CALL CENTER window. 4. Checkmark the employees that you want to display. You can limit the list of employees in the window by using the selector buttons at the right of the screen. 46 SuccessWare, Inc.

53 5. Click OK. 6. To activate the filter, click On and close the filter window. The FILTERS indicator will illuminate to show you what filters are active and the filter bar will list them. Call Center Navigation There are a number of icons in the CALL CENTER that allow you to navigate the CALL CENTER screen and to move through the calendar to view different days. Icon Function Zoom Select to zoom (Only available in Daily Assignment View) Daily Assignment View When clicked, choose to zoom employees or hours Employee options are: 6, 8, 101, 12, or 14 employees Hour options are: 8, 10, 12, 16 or 24 hours Daily Assignment View displays the number of hours that the employee is currently scheduled under his or her name in the column heading. Previous/Next day arrows scrolls the screen back or forward by one day. SuccessWare, Inc. 47

54 Icon Function Calendar displays the current month s calendar. You can move within months and days on the calendar to select the date you want. Call Calendar opens the Call Calendar. Group Employees Assigned to Call available in the Daily Assignment and Daily Call views. Preferences- Preferences will give you the ability to change the displayed number of hours, change sorting and grouping options and determine whether calls in the Call Center display customer name or address. You will also have an option to display technician related Scorecard information. Call Center Preferences The Preferences option in the Call Center gives you the ability to change the displayed number of hours, change sorting and grouping options and determine whether calls in the Call Center display customer name or address. The Preferences option also allows you to include Technician Scoreboard information in the display area of the Call Center Option Visible Hours Description Allows you to change the display of the number of hours in 48 SuccessWare, Inc.

55 Option Sorting/Grouping Call Caption Technician Hint Options Auto Size Unassigned Call Panel Description The Sorting and Grouping options will allow you to change the display of the technician area of the Call Center. There are three options By Department- Will create headers in the Call Center for each department and list each member of that department under the header. By Employee Type- A separate Employee Type header will be created and the employees listed under their respective type. By Employee Code- Employees are sorted by employee code. This is the default view. This option allows you to choose what customer information you want to display on your appointments in the Call Center. You can choose to display any combination of the customer's name, address and zip code. Customer Name is the default setting. This option allows you to add new figures that track Scorecard report information in the Call Center s Tech popup hint. Only a SuccessWare21 Administrator can add figures to be viewed. Be sure to select the Period for the calculation you wish to see displayed. When checked, the size of the Unassigned bar will widen or narrow as calls are added or removed from it. (Only available in the Daily Call View). Technician Hint Options The information contained in the Scorecard reports in SuccessWare21 can also be accessed from the Call Center. The Technician Hint options allow you to display Scorecard report related information in the pop up menu that appears when you move the mouse pointer over an employee's code in the Call Center. The Technician Hint Options are accessed by clicking on the Preferences button in the CALL CENTER and selecting Technician Hint Options SuccessWare, Inc. 49

56 The form is divided into 4 sections: Included Figures- This area of the form lists any scoreboard figures selected through the Select/Order Figures Included button. The check-marked option will have its result listed next to the technician's code, in place of the tech's daily time. Week Starts On- This option allows you select the day of the week to be considered the starting day. Select/Order Figures Included- Clicking this button will open an option window which allows you to choose which values you want to include in the HINT OPTIONS pop up. 50 SuccessWare, Inc.

57 Calculate for the Period- This option allows you to determine the time frame for which the displayed values will be calculated. These periods include the Current Day, Month, Quarter, Year and many others. Refresh Frequency- This field allows you to identify how often you want the system to refresh the values in the Hint Options Pop Up menu. The results of the options that you selected will be displayed when you point your mouse pointer at the Employee Code of an employee in the Call Center. Note: Keep in mind that for each option you select in the Available list, the system must perform calculations to display in the pop-up. Too many options could cause the performance of the Call Center to deteriorate. If you experience such an issue, deselect a few of the options. Call Calendar The Call Calendar is used for viewing and managing the total workload. Access the Call Calendar by selecting from the Call Calendar button form. from the Call Center or the Job SuccessWare, Inc. 51

58 Note: Opening the Call Calendar from the Job Form opens the Schedule panel in the bottom of the form. To show separate totals for daytime and evening calls, toggle the AM/PM button (or press Ctrl+Tab). To limit calls by Job Class, Department, Call type, or Technician, select, which opens the Call Calendar filters form. For further description of these filters, see Call Calendar Filters. 52 SuccessWare, Inc.

59 To change the Call Calendar view options, select the View Setup button (or press Ctrl+S). See Call Calendar View Options for more information. Call Center Right Click Menu The following options are available to you when you right click on a Call in the CALL CENTER. Menu Option Call Confirmed Function Choose this option when you have contacted a customer to be sure that they are available and ready to have technician dispatched to their Service Location. SuccessWare, Inc. 53

60 Menu Option Function Dispatched (Ctrl+1) Selecting this option will insert the 15 minute interval closest to the current time in the DISPATCHED field of the CALL PROGRESS window. To substitute the actual time, upon entry to the form type a slash (/) and tab out of the field. Onsite (Ctrl+2) Selecting this option will insert the 15 minute interval closest to the current time in the ONSITE field of the CALL PROGRESS window. To substitute the actual time, upon entry to the form type a slash (/) and tab out of the field. Completed (Ctrl+3) Selecting this option will insert the 15 minute interval closest to the current time in the COMPLETED field of the CALL PROGRESS window. To substitute the actual time, upon entry to the form type a slash (/) and tab out of the field. Call Progress (Ctrl+P) Job Summary (Ctrl+Z) Send a Page Employee Timecard (Ctrl+T) Choose this option to open the CALL PROGRESS window. Here, you can record notified, dispatched, onsite and completed times for technicians as well as add additional technician assignments to a Call. Choose this option to open the Job Summary form which can be used to record technician debriefing information as well as Happy Checks. Select this option to open the Paging window so that you can page job related information to selected technicians. Use this option to open the selected employee's timecard for the selected date. 54 SuccessWare, Inc.

61 Menu Option Map Attention... Scheduling Assistant (Ctrl+S) Continue Function Use option to choose between Mapping the Selected Call- When selected, a map will be generated plotting the selected service call in the center of the map. Other technicians will also be plotted on the map using their last know service location based on call progress. Selected Employee- When selected, a map will be generated plotting the technician (based on call progress / last service location) in the center of the map. The map will also plot the service address of other currently open calls. You can use this map to help decide where to send can next send a technician, Route for the Current Employee- This option will allow you to map an employee's calls for the day. Recommended driving directions will be created from one call to the next based upon the employee's order of assignment for the day. Current Positions of techs- This option will allow you to map your employees' current location based upon their most recent call assignment. Note: This menu option will only appear if you have Microsoft MapPoint installed Use this option to manually mark a Call as requiring special attention. Use the popup box to mark the call as needing attention and indicate why. Select this option to open the Scheduling Assistant which can be used to assign multiple technicians to calls Select this option if you need to create an additional call for a job. You will have the option to Continue the call for the next day or to schedule it for another day by choosing the Browse option. SuccessWare, Inc. 55

62 Menu Option Reschedule Unschedule Unassign (Del) Cancel Call Print Work Order Preview Work Order Print Call Sheet Preview Call Sheet Job Materials/Purchases Function Select this option if you need to reschedule a call. You will have the option to Reschedule the call for the next day or to schedule it for another day by choosing the Browse option. Choose this option to remove a call from the schedule. You will have the option to unschedule for the current or next day. This will leave a date on the call, but remove the scheduled time. You can also choose to unschedule for Another Day, which will remove BOTH the scheduled date and time from the call. Select this option to remove the assignment from the selected technician. If there are multiple techs assigned to the call, only the selected tech will be removed. If the selected technician is the only one assigned to the call, the call will be moved to the unassigned bar (in the Daily Call View). Select this option to Cancel the selected call. If the call is the only one associated with a job, canceling the Call will cancel the Job as well. Select this option to open the printer dialog box allowing you to print the Work Order related to the selected call. Select this option to open a Print Preview of the Work Order related to the selected call. (Only available for Sales Calls) Select this option to open the printer dialog box allowing you to print the Call Sheet related to the selected Sales call. (Only available for Sales Calls) Select this option to open a Print Preview of the Call Sheet related to the selected Sales call. Select this option to create or open existing job-related Purchase Orders, AP Invoices or Inventory Requisitions/Returns. 56 SuccessWare, Inc.

63 Menu Option Assignment View Job View Open Function This option, only available in the Daily Call view and Weekly Job view will change your Call Center to the Daily Assignment View This option, only available in the Daily Assignment View and Weekly Job view will change your Call Center to the Weekly Job view This option allows you to open each of the screens related to the selected Call or Customer (F2 through F11) Call Calendar Filters The Call Calendar Filters allow you to select the calls you want to include in the Call Calendar daily calls/hours totals. To access the Call Calendar Filters, select the down arrow in the Filters Indicator Panel (at the top of the Call Calendar). In the panel, currently selected filters are shown as lit (bright green), and the selected filters are listed to the right of the down arrow. (If no filters have been selected, All Calls is shown at the right of the down arrow.) Using either the mouse or the space bar, select the category (or categories) and the individual filters you want to apply, and select Close. The Call Calendar Filters form closes, and the Filters Indicator Panel updates to show the selections. SuccessWare, Inc. 57

64 Call Calendar View Options To change the Call Calendar view options, select (or press Alt+S) in the Call Calendar. This opens the view options panel in the top of the calendar. Priority Levels Use the check-boxes to include Saturday and/or Sunday in the totals. Use the arrows to select how many Weeks to view in the calendar. Change the Midday time for splitting AM and PM totals. Select Default to set the current view to appear each time you open the Call Calendar. SuccessWare21 allows you to assign a priority level to calls. The call can be assigned a level from 1 to 5. All calls when created will have a default level of 5. Level 5 is considered to be the lowest priority. A priority level of 1 is considered a high priority. The priority level will be displayed as a number in a circle within the call center (horizontal and vertical views). The Priority level of a call can be assigned from the Service portion of CALL TAKING form. The Priority level of a call can also be assigned and edited from the JOB Form. 58 SuccessWare, Inc.

65 Maps If you have Microsoft MapPoint 2002, 2004 or 2006 installed on your workstation, you can generate maps which identify the location of calls and your technicians as well as create turn-by-turn driving directions. You can also generate a map that will display the current location of your technicians based upon their current dispatch location or Global Positions System (GPS) information if available. Additionally the mapping options will allow you to display maps based upon the current time or a user defined time. You will also have the ability to highlight an area around a technician on the map that represents a number of miles or minutes as defined by the user. GPS information in Maps GPS information can currently be sent to SuccessWare21 by the Vettro hand-held device and will able to be send from other 3rd party applications in the future. The color of the triangle will indicate duration of time that has elapsed since the GPS data was received. Red Triangle- The GPS data is less than a half hour old. Yellow Triangle- The GPS data is minutes old White Triangle- The GPS data is over 60 minutes old The mapping integration with MapPoint is available to you through an option in the right click menu in the CALL CENTER. Mapping Options in SuccessWare21 SuccessWare21's mapping option allows you to map information in 4 ways: Selected Call- (Only available if you have right clicked on a call in the Call Center) This option will allow you to generate a map plotting the locations of the selected service call in the center of the map. Technicians will also be plotted on the map using their last know service location based on call progress or last GPS location if available. Selected Employee- This option will allow you to generate a map plotting the technician (based on call progress or last GPS locaiton if available) in the center of the map. The map will also plot the service address of other currently open calls. You can use this map to help decide which call to send an employee to next. SuccessWare, Inc. 59

66 Route for Selected Employee- This option will allow you to map an employee's calls for the day. Recommended driving directions will be created from one call to the next based upon the employee's order of assignment for the day. You may choose to generate the directions based upon an initial departure from the technicians home address, your business address or from the tech's first assignment of the day. MapPoint will also be used to calculate total distance and estimated drive time which can be used to evaluate the effectiveness of call assignment and scheduling. If you are using GPS, a "breadcrumb" trail will also be displayed, showing where them employee actually was during the course of the day. Current Positions- This option will allow you to map your employees' current location based upon their most recent call assignment. A Red Truck icon will be displayed on the map to represent their most recent call location. If GPS location is being submitted to SuccessWare21, the employees current position will be identified based upon the most current information; either the current assignment or current GPS location, which ever is later. If GPS data is being displayed, a colored triangle will be displayed instead of the red truck. In order to access MapPoint maps from within SuccessWare21: LAN Users- You must install Microsoft MapPoint on the same workstation on which you are running SuccessWare21. Once you have Microsoft MapPoint installed on the workstation. ASP Users- Contact Synergy Global Solutions (formerly Western New York Computing) and let them know you would like to access MapPoint on the ASP. They will inform you of fees and setup. Note: If you do not have MapPoint installed as described above, you will not see the mapping options in your Call Center right click menu. If MapPoint is installed the options will automatically appear in your right click menu. To Map a Call in the Call Center SuccessWare21's Call Center will interface with Microsoft MapPoint. 1. Right click on a call or an employee's schedule in the CALL CENTER and point to Map in the menu 2. Choose the mapping option that you wish to use 3. A dialog box will open allowing you to choose you map display options 60 SuccessWare, Inc.

67 Options Schedule for Drivetime (Minutes) DriveTime (Distance) Distance Units Initial Departure Description When NOW is selected, the displayed map will show technicians and calls using the current time. Selecting ANOTHER TIME allows you to enter a time and map the calls and assignments that are scheduled at that time. When the map is displayed an area will be highlighted around the selected call which represents the area in which the tech could travel from their current location in the specified time. This option is only available when mapping a call or technician. When the map is displayed an area will be highlighted around the selected call which represents the area equal to the radius of the distance you chose. This option is only available when mapping a call or technician. Choose whether you want distance measurements on the map to be represented in miles or kilometers. This option is only available when the Route for Selected Employee map option is selected. Choose where you wish to begin the point to point driving directions from. SuccessWare, Inc. 61

68 4. Click OK to open the map. (This is an example of a Map Employee map. The blue area around Nick's current location represents a 5 minute drive time. Other open calls on the schedule are represented by the yellow highlighted trucks. The map you see displayed will depend upon the options you have chosen). 5. Once the map is generated in MapPoint, a SuccessWare menu will be made available on the menu bar at the top of the mao. This will allow you to easily access driving directions from a technician's current location to the new service call, as well as control the appearance of calls plotted on the map. 62 SuccessWare, Inc.

69 Menu Option Directions From Get Directions from the Selected Locations Show Directions Pane Show Highlights Information Ballons Close Information Ballons Refresh Auto Refresh Description This option will allow you to select another current call and generate driving directions from the location of that call to the mapped call or employee. This option is only available when mapping a call or employee. This option will allow you to generate driving directions from the currently mapped call or employee to another currently displayed call. Click on the van icon that represents the address to which you want directions and then select this menu option (or select F2) This option allows you to toggle the driving directions pane on and off. This option allows you turn on or off the yellow circle that appears around a mapped call. This option allows you to decide whether only the name of a customer should show up with a mapped call or whether the full address information should also display on the map Allows you to hide Call name and address information from displaying in the map. This option will refresh the map to the original settings that you initially chose when creating the map. It will be updated with new dispatch information recorded by other users and newly acquired GPS data. If the map form that you generate is left open, it will automatically refresh at 60 second intervals. The refresh will reflect changes that may have been made to dispatch information being made by other users or new gathered GPS information. SuccessWare, Inc. 63

70 Accessing Job Materials from the Call Center The Control Menu (right click) in the Call Center allows you to create and access Purchase Orders and Inventory Requisitions and Returns for material needs related to jobs. To Access Job Material Forms from the Call Center 1. Right click on a job in the CALL CENTER and highlight Job Materials 2. Choose Purchase Orders, Requisitions or Returns An additional floating menu will appear that allows you to create a new Purchase Order or Requisition. Additionally, if there are existing POs or Requisitions for the job they will be listed and will be available for you to open. 3. Open the existing document you wish to review or create a new PO or Requisition or Return. Call Center Key Items to Remember The CALL CENTER is your company s dispatch screen. The employees and calls that are displayed can be controlled using CALL CENTER filters. The CALL CENTER can be refreshed so that all users see the most up-to-date information. List panels can be used to display information regarding jobs, calls assignments, and agreement visits. 64 SuccessWare, Inc.

71 CREATING A JOB What is a Job in SuccessWare21? A job is the work (service, install, sales, maintenance) that you perform at a Service Location. A job created based upon a combination of values taken from 2 Reference Tables; The Job Class and The Job/Call Type. The Job Class generally defines the major area of work that a job falls within, for example, Repair, Installations and Maintenance would be examples of Job Classes. Once you select a Job Class, it will filter the available choices in the next table, Job/Call Types. Job/Call Types identify the SPECIFIC type of work that you will be performing for the customer. For example, if you select a Job Class of Installation you would be able to select from a list of Job/Call Types limited to just types of installations such as Furnace Installs, AC Installs and such. The Job/Call Type defines three very important values related to the job you are creating: The Default Department who will perform the Job. This is the Department that will be responsible for the cost of the labor associated with the job and will appear as the default department on the invoice, receiving credit for the revenue generated on the job. The Expected Number of Hours. This will define the length of the bar that will represent the appointment on the dispatch board. This is an estimate, the appointment on the dispatch board can be manually lengthened or shortened as necessary. The Expected Number of Appointments or Trips that will be required to complete the Job. These appointments or trips in SuccessWare21 are referred to as Calls (Thus the dispatch board in SuccessWare21 is called the Call Center). Additional Calls can be created as necessary for a Job. Jobs can be created from the Customer Information Screen or through the Call Taking Form. What Happens When a Job is Created? When a job is created two things happen immediately: An Invoice is created for the job A Call is created. Additionally the Customer for whom you created the Job now shows an Open Job attached to their Service Location. A Service Location can have more than one open job in progress at the same time. SuccessWare, Inc. 65

72 Calls When jobs are created, they automatically create calls. Calls are appointments (scheduled or unscheduled) to perform service, and are restricted to one-day events, therefore whenever jobs may take more than one day to complete, several calls may be created (each call is associated with the master job). If in SuccessWare21you have predetermined that a particular job takes several calls to complete( through the Job/Call Type used to create the job), the system will automatically create the correct number of calls for the job. A Call contains 3 main attributes A Date A Time A Technician Once a Call has been given a Date and a Time it is considered Scheduled. If it is missing either of those values it is considered Unscheduled. Once a Call has been given to a technician it is considered Assigned. In order for a call to be run and therefore completed, it must be both scheduled and assigned. The Job Form 66 SuccessWare, Inc.

73 Required Job Form Fields Field Job# Class Billing Acct Job Type Description The job number will default. You can enter your own job number, but it must contain a letter. Choose the Job Class from the drop-down list. Choose the billing account attached to this location that will be responsible for payment. All billing accounts associated with the current location will be available in the drop-down list. If you are billing to a general billing account then chose General Billing Account and select the specific account. Choose the job Type from the drop-down list. Other Tab-Ordered Job Form Fields Field Payment Method Contact Lead Source Salesperson Prime Employee Valid Input/Edit Options 1. Select from the drop-down list of previous payment methods for that billing account. 2. Select from drop-down list of standard payment methods. 1. Accept default contact from the LOCATION DETAILS form. 2. Leave field blank. 3. Type contact name into field. 1. Accept default from incoming call input. 2. Select from a drop-down list of valid lead sources. 1. Key in salesperson s name. 2. Select from a drop-down list of valid employees. 1. Key in prime employee (the system will automatically input the first employee assigned to this job). 2. Select from a drop-down list. SuccessWare, Inc. 67

74 Field Equipment (Must be selected in order for the information to be paged to the technician) (Equipment) Age (Must be selected in order for the information to be paged to the technician) Warranty (Must be selected in order for the information to be paged to the technician) Agreement (Must be selected in order for the information to be paged to the technician) Sched Date/Time Valid Input/Edit Options 1. Leave field blank. 2. Type in a brief description of equipment. 3. Select from drop-down list of existing equipment for the location. See Equipment section of Invoicing lesson for more information. 4. Select from drop-down list of standard equipment. 1. Leave field blank. 2. Type in equipment age. 3. Accept default from selected equipment record. 1. Leave field blank. 2. Type in brief description of any warranties. 3. Select from drop-down list of existing warranties for the equipment. See information on entering warranties in the Invoicing lesson. 1. Leave field blank. 2. Type in brief description of any agreements. 3. Select from drop-down list of existing agreements for the equipment. See information on creating agreements in the Agreement lesson. 1. Leave field(s) blank. 2. Enter / to insert current date. 3. Type date and time in the appropriate fields. AM/PM/Any Call Duration If you have only entered a scheduled date you can choose any of these three choices as opposed to a specific time. 1. Accept default estimated time from Job TYPE 2. Key in new estimated time. Call Status 1. Leave blank. 2. Select from drop-down list of valid Call STATUS codes. 68 SuccessWare, Inc.

75 Other Available Fields Field Valid Input/Edit Functions (other than blank) Customer PO# Call Status Skill Priority Ticket # Enter the purchase order number if you received one from the customer. 1. Type in Job STATUS. 2. elect from drop-down list. 1. Type in required skills for job. 2. Select from drop-down list of valid SKILL codes. Allows you to assign a Priority level to the job between 1 and 5. 5 is the lowest level priority and is assigned to each job by default. If a higher level of priority is selected the priority level will be displayed on the bar representing the Call on the dispatch board. Enter technician s ticket number. # Calls Will default based on Job TYPE (If greater than 1, the system will prompt you to automatically create the remaining calls after the 1 st call is scheduled.). Job Form Icons Icon Description If illuminated, the customer has upcoming Agreement visits due. Use the Visit button to attach any of those upcoming visits to the current job. Will open the Call Calendar Will take you to the Call Center to the date of the Call if the Call is scheduled. If the Call is not scheduled you will be taken to the Call Center with the Call in the Browse window in the lower left corner. From here it can be dragged to a technician to schedule and assign the call. Allows you to open notes related to the Service Location, Billing account and the Job Allows you to open the Call Progress window to record job related timecard entries. SuccessWare, Inc. 69

76 Icon Description Will allow you to print a work order for the current job Will allow you to create Job related Purchase Orders, Requisitions and Returns When clicked will create a new job which is defined as a callback for the originally selected job. Job Form Right Click Options The JOB FORM contains a number of right click options which will allow you to more efficiently work with the job 70 SuccessWare, Inc.

77 Menu Option Assignments... Edit Schedule Schedule via Call Calendar Schedule Via Call Center Record Deposit Visits... Close Job/Reopen Job/Finalize Job/Unfinalize Job Open Equipment History Job Materials/Purchases Job Summary Permits Send a Page Description Will open the SCHEDULING ASSISTANT allowing you to add or modify technician assignments related to the job Places the Job in edit mode and places your cursor in the Date field Opens the Call Calendar allowing you to choose a date on which you want to schedule the currently selected call. Open the Call Center with the call in the Call Clipboard in the lower left corner. From here the call can be dragged and dropped to the dispatch board, thus giving it a date, time and technician. Allows you to open the AR Receipt form with the option to record a deposit already selected. This deposit will show as a credit balance on the customer's account. Use this option to open the Visits window. This will allow you to attach an upcoming agreement visit due to the current job. Allow to set or modify the status of a job to closed or finalized. Allows you to open other customer related screens Allows you, if a particular piece of equipment has been selected for the job, to open the service history of that piece of equipment. Allow you to create, job-related POs, Vendor Invoices, Inventory Requisitions or Inventory Returns or access those that have already been created. Allows you to open the JOB SUMMARY (Tech Debriefing) form for the selected job. Allows you to access the Permits window which will allow you to add a new permit to a job or manipulate permits which already are attached to the job. Allows you to page job related information to technician who have been assigned to the job. SuccessWare, Inc. 71

78 Menu Option Edit Cancel Call Delete Call Print Call Sheet Preview Call Sheet Print Work Order Preview Work Order Add Call Cancel Job New Job Close Description Places the Job form in Edit mode. Allow you to cancel the currently selected Call. If this is the only Call associated with the job, the Job will be cancelled as well. Allows you to delete a Call that has been added to a Job. A call can only be deleted if there is no Call Progress that has been recorded against the call the Call Progress must be removed if it has been entered in order to Delete the Call. Allows you to print a Call Sheet (Job Information Sheet) related to a Sales job. Only available for Jobs with a Job Class marked as "IsSaleEst" Allows you to preview a Call Sheet (Job Information Sheet) related to a Sales job. Only available for Jobs with a Job Class marked as "IsSaleEst" Allows you to print a Work Order (Job Information Sheet) related to the job Allows you to preview a Work Order (Job Information Sheet) related to the job Allows you to add an additional call or appointment to the job Allows you to cancel the current job. All calls will also be cancelled. A job cannot be cancelled if there is recorded Call Progress. Allows you to create a new job for the selected customer. Closes the Job Form Creating Jobs from the Customer Information Screen You must create a new job in order to schedule a call for your customer. Enter all the applicable information for the new job. 1. Using the CUSTOMER SEARCH, find the customer you want to add a job to, or create a new customer. 2. Open the CUSTOMER screen for the customer by double-clicking on their name in the search result. 72 SuccessWare, Inc.

79 3. In the CUSTOMER screen, click New Job or press Insert. The JOB window will open. 4. Fill in the appropriate fields for the job. Entry will be comprised of billing information, job information and information about the scheduling and assigning of the call, or calls associated with the job. For a complete description of the JOB form fields see the JOB form section of this lesson. 5. Schedule and assign the job at this point if you wish. For further information on scheduling and assigning see the appropriate sections in this lesson. 6. Click Save. Creating a Callback Job If you have performed a job for a customer and there is a problem with the installation or repair which requires you to return to the service location and perform work to correct the situation (Perhaps at no charge) you can create a Callback Job in SuccessWare21. Callback jobs create a relationship between the original job and the new job you are creating. Callbacks do not require you to (and we do not recommend that you) reopen the original job. Creating a Callback job will allow you to track Callbacks based upon the job itself, the tech responsible for the original job and the tech who performs the callback job. This information is then all available to you, including an analysis of additional sale and expense related to the Callback in the Callback Report. A Callback Job can be created in 3 Ways: When booking a job using the Call Taking form, go to the Service Portion of the form (page down) and checkmark the Callback checkbox. This will display a dropdown which contains a list of past jobs for the customer. Select the job you are being called back on. When creating a Job through the Job Form, checkmark the Callback checkbox. This will display a dropdown which contains a list of past jobs for the customer. Select the job you are being called back on. SuccessWare, Inc. 73

80 Select the job for which you are being called back from the Call Center or in the Customer's History and press F9 to open the JOB FORM. In the Job Form click the Callback button to create a new job which will already be marked as a Callback for the Job you first opened. The Callback Job should be completed as you would any normal job. Printing a Work Order A Work Order is in essence a Job Information sheet. The Work Order allows you to give the technician assigned to a job a document which outlines the essential information related to the Service Location and the Job itself. The Work Order contains: Address, Driving Directions and Billing information for the Service Location Information about the job itself, including Job Instructions. A list of equipment, warranties and agreements for the Service Location Past service history for the Location, including Job instructions and the Work Done notes which were recorded at the time the jobs were completed in SuccessWare21. You can print a work order for a Job or Call from: The Job Form- Click on the Print Work Order button (or right click and select Preview Work Order to view it.) The Job Manager- Right click on the desired job and select Print Work Order or Preview Work Order. The Call Center- Right click on the call for which you want to generate a Work Order and select Print Work Order or Preview Work Order. Much of the information in the Work Order can be paged directly to technicians. 74 SuccessWare, Inc.

81 The items that print on the Work Order can be controlled on the Work Order Printing Tab of Company Setup Creating a Job Key Items to Remember Each job consists of at least one call. A job is created for every service that requires an invoice. A new job can be created by pressing Insert from the CUSTOMER screen. SCHEDULING AND ASSIGNING JOBS When a Job is created a Call or appointment is immediately created as well. In order for the job to be completed, the Call or Calls associated with the job must be Scheduled (given a date and time) and Assigned (given to a tech). The Calls related to a Job are what we maintain in the Call Center (Dispatch board). You have 3 scheduling and assigning options. They are: Schedule a job, but not assign it; Assign a job, but not schedule it; and Schedule and assign a job. Ultimately however, the Job can not be completed until all of its associated calls have been scheduled AND assigned. You can schedule and assign Calls from 4 screens. They are: JOB form- From here you can manually enter a date and time or enter a date and choose AM, PM or Anytime. You can also access the Call Center, Call Calender and Scheduling Assistant from the Job Form. CALL TAKING form- From the Call Taking form, you can manually enter a date and time or enter a date and choose AM, PM or Anytime or you can use the keystroke Ctrl+C to take the call to the Call Center where you can drag and drop it to a date, time and technician. Call Center- From the Call Center a call can be dragged and dropped from either the list panels on the right hand side to the dispatch board or from one time to another on the board itself. Scheduling Assistant- The Scheduling Assistant is a tool which allows you to assign multiple techs to jobs at various times. Scheduling Calls from the Job Form The JOB form offers 2 methods of scheduling a call. Enter in the date and/or time in the SCHEDULED DATE/TIME fields at the bottom of the form. SuccessWare, Inc. 75

82 Go directly to the CALL CENTER from the JOB form, select the CALL CENTER icon. The call will appear in the Call Clipboard. Use the CALL CENTER scheduling and assigning options to pull it from the Call Clipboard. Scheduling Calls from the Call Center Calls can be scheduled in the CALL CENTER using the drag and drop method. SuccessWare21 conveniently allows you to use the mouse to drag a call to a particular time and technician, creating the scheduling and assignment of the call in one step. Whether you create a job in the CALL TAKING screen or the JOB form, you can click the Call Center icon,or press Ctrl+C on the keyboard to move the individual job to the Call Clipboard in the CALL CENTER. From there you can drag it to the time and technician you choose. Scheduling a Call from the Call Clipboard The Call Clipboard appears at the left side of the Job/Call Information panel in the CALL CENTER. When you click on the Call Center button from the JOB form, or press Crtl+C in the CALL TAKING form, the current call will be placed in the Call Clipboard. 1. Use the day and time scroll options to move to the desired date and time block. 2. Place the mouse pointer on the name of the customer in the Call Clipboard and drag it to the desired schedule time for the technician you want to assign to the call. 3. If the technician you have chosen lacks the necessary skills for the job class or type you are assigning you will be notified. You can either accept the assignment, or cancel the assignment and drag the call to a different technician. 76 SuccessWare, Inc.

83 Scheduling Unscheduled Calls 1. In the Calls List Panel, right-click and choose Unscheduled calls. The list panel will now only display calls that are not scheduled. 2. Find the call you want to schedule and assign. 3. Drag it to the technician you want to assign the job to, at the time you want it scheduled for. 4. If the technician you have chosen lacks necessary skills for the job class or type you are assigning, you will be notified. You can either accept the assignment, or cancel the assignment and drag the call to a different technician. Assigning Technicians to a Job There are 3 ways to assign an additional technician to a job: From the CALL CENTER, drag an assigned call from one technician to another while holding down the Ctrl key. This will copy the call to the other technician s schedule. Open the SCHEDULING ASSISTANT and select the additional employee. From the CALL PROGRESS window, right-click and choose to add another employee, or open the SCHEDULING ASSISTANT and add the additional technician through it. SuccessWare, Inc. 77

84 Scheduling and Assigning from The Scheduling Assistant The SCHEDULING ASSISTANT will display a list of employees with information to help you determine which technician would be the best choice for the job. The SCHEDULING ASSISTANT will allow you to schedule the call, assign a technician, and assign additional technicians to jobs that have already been assigned. The SCHEDULING ASSISTANT will display the following information to help you select a technician and schedule a call: Skill, job class and job type, as indicated by the wand (the technician has the skills required for this job), wrench (the technician is qualified for this job class), and screwdriver (the technician is qualified for this job type) symbols; Open time slots, and The zone where a technician will be working before and after a particular time. The SCHEDULING ASSISTANT can be accessed from several locations: The JOB form - click the Assignments button The Call Center - right-click and select Scheduling Assistant from the dropdown menu (or Ctrl+S) the Job Manager- right-click and select Assignments from the drop-down menu Call Progress- right-click and select Scheduling Assistant from the dropdown menu (or Ctrl+S) Using the Scheduling Assistant 1. Open the SCHEDULING ASSISTANT from any of the previously mentioned screens. If you open the assistant from a job that has not been assigned, the SCHEDULING ASSISTANT will contain 2 tabs; AVAILABLE SLOTS and The top of the form contains information about the job. The bottom of the form contains a list of employees, showing: Each employee s available times during the day, Whether or not the employee has the required job class, type and skills; and The zone an employee will be in before and after a time slot. (by color coding the FROM and TO times.) 78 SuccessWare, Inc.

85 2. Select the employee and time that best fits your needs. 3. Press Enter The call will be scheduled and the employee will be assigned to the call. The AVAILABLE SLOTS tab will disappear, leaving only the (Start time) tab. 4. To assign an additional technician, select them from the list and press Enter. 5. When you have selected all of the needed technicians click Apply. This will close the SCHEDULING ASSISTANT. SuccessWare, Inc. 79

86 Rescheduling Calls Calls that have already been scheduled can be rescheduled in both the CALL CENTER as well as the JOB MANAGER. A call can only be rescheduled if it does not have timecard entries (Call Progress) recorded against it. Once Call Progress has been recorded against a job, Calls associated with the job can only be Continued. Rescheduling from the Call Center 1. Right-click on the call in the CALL CENTER and select Reschedule. The cascading menu will allow you to move the call to the next day at the Same time, AM, PM or Anytime or to choose Browse. If you want to move the call to a different day select Browse and the call will be moved to the Call Clipboard. While the call in on the Call Clipboard, you can navigate to a different date then drag the call to the time and desired technician. If you want to move the call to the next day, select Same Time this will put the call on the board at the same time as the current day and assign to the same technician. You will be warned if the technician has a conflict. AM/PM/Anytime will move the call to the next day as a date, but will not give it a time. It will be placed in the Call List on the right side of the Call Center where it will appear with a Sun Icon for AM, a Moon Icon for PM or a Question Mark Icon for Anytime. 2. Select the Rescheduling option you wish to use. Note: If the Call has Call Progress recorded, it can not be rescheduled, but rather, only continued. Adding a Call Adding a call is a term that is used to identify adding additional appointments to a job. If a call that was scheduled for one day is not completed it can be continued to another day. Adding a Call has the effect of "copying" the call and allowing you to place that copy on another day in your schedule. When a Call is continued it DOES NOT create another invoice for the job. There is still one invoice associated with the main job that each of the calls are attached to. 80 SuccessWare, Inc.

87 1. Right-click on the call in the CALL CENTER and select Add call. The cascading menu will allow you to move the call to the next day at the Same time, AM, PM or Anytime or to choose Browse. If you want to copy the call to a different day select Browse and the call will be moved to the Call Clipboard. While the call in on the Call Clipboard, you can navigate to a different date then drag the call to the time and desired technician. If you want to copy the call to the next day, select Same Time this will put the call on the board at the same time as the current day and assign to the same technician. You will be warned if the technician has a conflict. AM/PM/Anytime will copy the call to the next day as a date, but will not give it a time. It will be placed in the Call List on the right side of the Call Center where it will appear with a Sun Icon for AM, a Moon Icon for PM or a Question Mark Icon for Anytime. 2. Select the Add call option you wish to use. Scheduling & Assigning Jobs Key Items to Remember Calls can be scheduled from the JOB form, the CALL CENTER CALL TAKING form, and from the SCHEDULING ASSISTANT. The scheduler assigns a date, assigning adds a technician(s) to the calls. Right clicking on the CALL CENTER allows you to reschedule and add calls. SuccessWare, Inc. 81

88 TRACKING CALL PROGRESS Once a Job has been scheduled and assigned to a technician, the next step in the job process is to send the technician out on the call. The actual performance of the job is recorded, for timecard sake as well as job process sake in the Call Progress window. Entering Call Progress will create job-related timecard entries for the employees in the CALL PROGRESS form. The timecard entries created in the Call Progress window are then made available in the labor costing screens of an AR invoice where they can be imported as actual cost. The Call Progress window can also be used to assign additional technicians a call by pressing Insert while you are in Call Progress. The call progress stages are: 1. Call Confirmed - confirm the call with the customer 2. Notified - notify the technician with the call information (optional) This time will be recorded if you page job information to the technician. 3. Dispatched- This time indicates the beginning of the drive time for the technician as he starts his trip to the location. 4. Onsite- Identifies the time that the technician arrives at the Service Location 5. Completed- Identifies the time that the technician finished the job. Only the Dispatched, Onsite and Completed entries result in the creation of timecard entries. The entries made in the Dispatch and Onsite fields will together create a timecard entry with a status of Dispatched on the employee s timecard. The Onsite and Completed entries in the CALL PROGRESS window will together create a timecard entry with a status of Onsite on the employee s timecard. Call progress can be accessed from 3 different screens: The JOB form- click the Call Progress button The JOB MANAGER- right-click on the call and select Call Progress The CALL CENTER- right-click on the call and select Call Progress To Record Call Progress 1. Open the CALL PROGRESS window 2. Record the times in the appropriate field by, typing the time or typing a "/" which will give you the current computer time. Click As scheduled to automatically complete the fields based on scheduled time and call duration. 82 SuccessWare, Inc.

89 3. Once you have recorded the Completed time you can access the JOB SUMMARY or tech debrief by clicking the Job Summary button. 4. The CALL STATUS drop down can be used to identify a status of the call such as a need to reschedule or that the call is waiting for parts. The Calls report can be run grouped by the Call Status. 5. Once you leave the Completed field the CALL TAKING form will ask you if the Call is complete. If you do not plan to record any additional timecard entries against this call on the current date, click Yes. If you need to add additional techs or send a tech back later in the day, answer no and the Call Progress will remain editable for the Call. Note: Once a "Completed" time has been recorded for all technicians assigned to the call, SuccessWare21 will ask the user via a pop-up box if they want to "Mark the Call Complete". Marking the Call complete will prevent any additional assignments or modifications to the existing Call Progress. Marking the Call complete is ultimately required for the job to be "Closed" in the system. If you have marked the Call as complete and then discover that you need to modify or add assignments, you can choose the Uncomplete Call 6. The recording of CALL PROGRESS will create Job-related timecard entries. SuccessWare, Inc. 83

90 The pay rate used for the timecard entry will either be the employee s variable rate set up to match the pay item in employee setup or, if no specific rate is define for the pay item, the employee s standard hourly rate will be used. Note: Modifications of the pay item, premium code or rate of a timecard entry generated via the Call Progress window must be made in the employee s timecard, they cannot be made from the Call Progress window. Appropriate user permission is required. The Job Summary Form The JOB SUMMARY form can be used to debrief your technician as they complete a job. The JOB SUMMARY form allows you to enter detail about a job and the technician that completed the job. This information can be reported daily, before the actual invoicing is complete. The information that you record includes whether an agreement was sold, leads generated, total ticket, total collected as well as payment method information. Information entered in the JOB SUMMARY form can be compiled daily in the Job Summary Analysis report. The JOB SUMMARY form also serves as the basis for many of the pieces of data that comprise the Job and Invoice Scorecard reports. In addition, the JOB SUMMARY form gives you access to options which allow you to create job related wage and commission entries. The JOB SUMMARY form can also be used to record Happy Check information. The Job Summary Form can be Opened: From the CALL CENTER or JOB FORM by right clicking on a call/job and selecting Job Summary. Pressing Ctrl+Z from the CALL CENTER From the CALL PROGRESS window by clicking the Job Summary button. Right clicking in an invoice and selecting Job Summary Right clicking on a Job in the JOB MANAGER and selecting Job Summary In the JOB SUMMARY Form, select the options that apply to the particular job or technician for which you are filling out the form. Note: Financial information such as Total Ticket and Amount Collected will not automatically be carried over to the invoice and has no General Ledger effect. If the Job for which you are entering Job Summary information is Completed, you will have to right click in the background of the form and select Edit Completed Job. 84 SuccessWare, Inc.

91 Job Summary Tabbed Screen Layout The information in the Job Summary screen is divided into sections. This format allows a number of features to be available to you. 1. The tabbed layout of the screen provides a more organized grouping of the information. 2. You are now able to identify a Reporting Job Class that will provide an additional grouping option in reports. 3. The Total Ticket field allows a breakdown of the numbers and a more automatic calculation of the field. 4. An area has been added to allow you to enter tech credits for opportunities identified and the result of the opportunity. These tech credits can be used in reports of Key Performance Indicators. Job Info Tab This tab includes some general information about the job. Field Description SuccessWare, Inc. 85

92 Reporting Job Class No Charge Warranty Call Contract Maintenance Non-Contract Maintenance Callback Callback Job Number This dropdown is used to classify the job for reporting purposes. Mark this if a Diagnostic was performed. Mark if the job was a warranty call. Mark this if the job included preventative maintenance agreement work. Mark this if maintenance work was done and there is no preventative maintenance agreement. Mark this if the job was a callback from a previous job If the job is marked as a callback, select the original job number that resulted in the callback Notes Tab The Notes tab includes all note information entered for the job. 86 SuccessWare, Inc.

93 Field Instructions Work Done Suggested Description This field contains the job instructions entered for the job. These notes can be edited from the JOB SUMMARY screen The notes in this field describe the work that was performed during the job. Enter notes in this field if the technician suggests work that the customer chooses not to have performed. Invoice Info Tab The Invoice Info Tab includes invoice information that includes information about the performance of the job and payment information. SuccessWare, Inc. 87

94 Field Invoice Number Invoice Status Invoice Total Agreement Visit Value Override Service Charged to Agreement Description The default invoice number is system generated but can be changed if needed. Any change made here will be reflected on the actual invoice also. This field displays the current status of the invoice. Enter the dollar amount of the invoice. This field will display the value of any agreement visit associated with the job even if there is no current charge on the invoice. Selecting this will allow you to change the amount in the Agreement Visit Value field. Enter the value of the work performed that was charged to an agreement and not reflected in the invoice total. 88 SuccessWare, Inc.

95 Service Charged to Warranty Value of Agreements Sold and Billed Total Job Value Money Task Count Add On Count Add On Amount Billable Hours Amount Collected Payment Information Enter the value of the work that was charged to a warranty and not reflected in the invoice total. Enter the value of any agreement(s) sold on the job that was billed and the revenue is being deferred until the visit is performed. This amount will be subtracted from the current This is a calculated field that displays the total value of the job based on the following calculation. Total Job Value = Invoice Amount + Agreement Visit Value + Service Charged to Agreement + Service Charged to Warranty - Value of Agreement Sold and Billed Enter the number of repairs performed beyond any diagnostic. Enter the number of repairs/items sold beyond the original reason for the job. Enter the value of any add ons sold. Enter the billable hours associated with the job. This should be the amount collected by the technician on the job. Enter information related to the Payment method used by the customer. This information will be carried over to the Payment screen of the Invoice form Opportunities Tab This tab allows entry of information about any opportunity identified during the job. SuccessWare, Inc. 89

96 Field Agreement Opportunity Agreement Sold Included with Install Replacement Opportunity Replacement Sold (Amount) Extended Warranty Opportunity Description This checkbox will be selected if the customer does not have an existing agreement Select this checkbox if an agreement was sold with the job Select this if an agreement was included with an installation job (Agreement Sold must be selected) Select this if this customer meets the guidelines for an equipment repplacement Select and enter the value of any replacement sold on the job Select if this customer or job qualifies for an extende warranty sale 90 SuccessWare, Inc.

97 Extended Warranty Sold (Years, Amount) Opportunity Generated Lead Job Required Opportunity Code Follow Up Date Notified Select if extended warranty was sold and enter the amount Select this check box to indicate that an Opportunity has been identified (see Creating an Opportunity ) If a sales opportunity was generated while on the job checkmark this option and identify the lead generating technician.(see Managing Opportunities and Leads) Select code to identify type of opportunity Select or enter date to follow up on opportunity. Select to indicate that the customer has been notified of the opportunity and is expecting a contact. Tech Credit This tab allows you to identify sales opportunities that were presented by a technician. Multiple opportunities and multiple technicians can be entered on this screen. You are not limited to only the technician assigned to the original job. The information entered on this tab is available in KPI reports by job. SuccessWare, Inc. 91

98 Multiple technicians can be added to indicate opportunities identified and to give credit for sales. To add the technician(s) from the job, simply Click the Add Techs (from Job) button. Additional Technicians can be added by pressing the Insert button on your keyboard. 1. Select the TECHNICIAN who identified the sale opportunity. (Required field) 2. Select the REPORTING SALES SOURCE from the list of options. 3. Check the OPPORTUNITY QUOTED option to indicate that a quote was given. 4. Check the OPPORTUNITY SOLD option to indicate that the opportunity resulted in a sale. 5. Enter the SALE AMOUNT if sold. Happy Check 92 SuccessWare, Inc.

99 This tab is used to indicate that a follow up call was made to a customer and to record the results of this call. Field Did Happy Check Date By Happy Check Notes Description Select this checkbox to indicate that a happy check call was made. Select the date the happy check call was made Select the employee who made the happy check call Record any notes or comments from the customer that were made during the happy check call. Closing a Job A Job is considered closed when two things have happened. SuccessWare, Inc. 93

100 All Calls associated with the Job have been marked as Complete through Call Progress. This means that when a completed time has been entered for all technicians and the form prompts you to Mark the Call As Complete you have chosen Yes. Any invoice(s) associated with the job have been posted. If both of the above stated requirements are met, the system will automatically indicate that the Job is Closed. Until a Job is closed, the History indicator light on the Customer's Information Screen record will remain illuminated in yellow and contain the text Open Job. Once the job is closed, the indicator will illuminate in green and contain the text History This indicates that there is existing service history on the customer's account. Once a job is closed, no more calls can be created for that job. If additional calls must be made, you must open the JOB FORM (F9), right click and select the option to Reopen Job. Finalizing a Job A job can be finalized from the job form as well. To finalize a job, the job must first be closed. After a job has been closed, right click in the background and select Finalize Job. In order to finalize a job: All Timecard entries must have been imported All parts used on the job must have been verified All part tags must have been resolved All invoices must have been posted All Calls must have been completed 94 SuccessWare, Inc.

101 JOB MANAGER The JOB MANAGER screen provides you with a view which gives you the tools to view and manage jobs. Within the JOB MANAGER you can: Find and view jobs using different filters, Reschedule one job or a group of jobs, Assign technicians to jobs, Update call progress, Maintain timecard entry, Print or preview work orders, and View Job note information View Assignment and scheduling information related to the job. The JOB MANAGER can be opened by going to the Main Menu, choosing Customer Service and then Job Manager, or by clicking the Job Manager icon if you have added it to the toolbar. SuccessWare, Inc. 95

102 Searching for Jobs in the Job Manager You can search for jobs in the JOB MANAGER according to any of the following criteria: Specific job number, All jobs, Jobs with a date range, Specified criteria, such as all open jobs or all installations, and Unscheduled Jobs. Finding Jobs with a Specific Job Number To find jobs based upon a specific job number, enter the job number into the JOB NO field and press Enter. To find all jobs, click into the JOB NO field and press Enter without typing anything. Finding Jobs within a Date Range To find all jobs for a date range, enter the dates in the START DATE and THRU fields and press Enter to search. In order for the search to be performed successfully, you must hit the Enter key while your cursor is positioned in the field. Finding Jobs According to a Specified Criteria To limit the list of displayed jobs, you can filter for only those jobs that meet specific criteria. 1. To open the JOB MANAGER FILTERS, select the text to the right of the filter indicators in the JOB MANAGER window. 96 SuccessWare, Inc.

103 2. In the filter window, place a checkmark in front of the desired/applicable criteria. If you want to simply see all open jobs, select OPEN JOBS. 3. Be sure the On button is depressed, then close the window to activate the filter. All jobs that meet the specified criteria will appear. The filter indicator will display the filters you have chosen. Sorting Jobs Search Results Once you have completed searching for jobs, you can sort the jobs by any column by clicking on a column heading. The jobs will sort in ascending order. Clicking on the column heading a second time will sort the results again but in descending order. SuccessWare, Inc. 97

104 Job Progress Values in the Job Manager The Job Progress Column can be sorted to bring Jobs with like progress together. This allows you to, for example to find completed jobs that have not yet been invoiced, find unscheduled jobs and jobs that are still In Progress. The value displayed in the Job Progress column is automatically assigned by SuccessWare21 based upon activity (or lack of it) related to the job itself. Progress Abbreviation Explanation Unscheduled UNS Job does not have both a scheduled date and time Scheduled SCH Job has a scheduled date and time, but the job has not yet started Confirmed CNF The job is scheduled, and has been marked as Confirmed, but has not yet started Notified NTF The job is scheduled, the assigned tech has been notified, but the job has not yet started Dispatched DSP An assignment is dispatched, but not yet onsite In Progress INP At least one call is complete, but ALL calls associated with the job are not complete, and no assignment is currently onsite Onsite ONS At least one assignment is onsite, but not yet complete Offsite OFS All assignments are complete, but the call has not been indicated as complete in the Call Progress window 98 SuccessWare, Inc.

105 Progress Abbreviation Explanation Completed CMP All Calls related to the job have been completed, but the job is not closed and the invoice associated with the job has not been posted Closed CLS The Job has been closed Invoiced INV The Job has had its invoice(s) posted Cancelled CAN The Job has been cancelled Finalized --- There is no specific Progress indicator which identifies a Job as finalized. If the Job is finalized an "X" will appear in the "F" column of the Job Manager Note: When a Job has at least one invoice posted and the job is not closed, Invoiced (INV) is combined with another status using an abbreviation such as CMP/INV. Assigning Technicians to a Job You can assign a technician simply by highlighting it, right-clicking the mouse, and selecting Assignments. This will take you to the Scheduling Assistant. Additional technicians can also be assigned to a call from the Call Progress window. Scheduling and Rescheduling Jobs from the Job Manager Using the JOB MANAGER, you can schedule and reschedule any number of jobs. You can schedule or reschedule jobs two different ways: Right-click on an unscheduled job and select Call Center. This will open the CALL CENTER and place the selected job in the Call Clipboard from which you can drag it to a time and/or technician. Right-click on an unscheduled or scheduled job and select Reschedule. This will open a calendar with the current scheduled date highlighted or today s date for a unscheduled call. Move through the months on the calendar and double-click on the date you wish to schedule the call for. To reschedule multiple jobs, select all of the jobs you want to reschedule while holding down the Ctrl key. (This will allow you to multi-select). Rightclick and choose Reschedule. Move through the months on the calendar and double-click on the date you wish to reschedule the calls for. SuccessWare, Inc. 99

106 Finding Unscheduled Jobs Unscheduled jobs can get overlooked at times and therefore eventually slip through the cracks. Consequentially, a large number of unscheduled jobs can slow down the operation of your call center. Fortunately, you can easily find unscheduled jobs using the JOB MANAGER screen. 1. To find all unscheduled jobs, click into the JOB NO field and press Enter. This will display all jobs. 2. Click on the PROGRESS column header to change the sort order. All unscheduled jobs will move to the top of the list. Job Manager Key Items to Remember PAGING The JOB MANAGER allows you to search for, and access, jobs. The JOB MANAGER can be filtered to limit displayed information. Several Jobs can be rescheduled at once by selecting the jobs, right-clicking and selecting Reschedule. Sorting jobs by the PROGRESS column will allow you to find all unscheduled jobs. Configuring the SuccessWare21 Comm Center The COMM CENTER allows you to configure SuccessWare21 to use Alpha Paging, allowing to page text messages to your employees. The COMM CENTER can be configured to use paging or to interface with Mobilogic s PageRunner software. The COMM CENTER can be used to send pages to employees as well. The COMM CENTER is accessed by selecting the icon from the toolbar. 100 SuccessWare, Inc.

107 Before you can use paging through SuccessWare21 you must configure the COMM CENTER with information regarding your method of paging, identify which employees are pagable, and what job information you want to page to employees. To Configure Employees IMPORTANT If you are using Paging. Before you configure employees in the COMM CENTER, you must enter each employee s address in Employee Setup. Go to the EMPLOYEE MANGER, double click on each employee, on the ADDRESS/PHONE tab enter the address in the PAGER field. 1. Click the Configure button at the bottom of the COMM CENTER 2. Select the EMPLOYEES radio button. 3. The Employees will be displayed in the SOURCE LIST column (If they are set up for paging they will display with their address 4. Add the employees you wish to be able to page to the DESTINATION LIST by double clicking on the employee or using the arrows to: Add a single employee, highlight the employee(s) and click to add to the DESTINATION LIST Add all employees, select without highlighting records. If most employees need to be added to the DESTINATION LIST, add all employees and remove the ones that you will not page. Remove an employee from the DESTINATION LIST, highlight the employee and select. SuccessWare, Inc. 101

108 To Configure Job Information 1. Click the Configure button at the bottom of the COMM CENTER 2. Select the JOB INFORMATION radio button. 3. The fields of Job Information available to page will be displayed in the SOURCE LIST column. Those that will be paged are listed in the DESTINATION LIST 4. A number of fields will already be listed in the DESTINATION LIST. Remove the fields you do not wish to page from the List by double clicking on them or highlighting them and selecting the button 5. Highlight any fields that you to include in pages in the SOURCE LIST and double click them to add them to the DESTINATION LIST or press the button 6. After you have selected all the fields you wish to include, use the buttons to place them in the desired order. Paging Requirements and Configuration SuccessWare21 supports the ability to page through your Internet Service Provider In order to use paging you must meet the following requirements You must have a network internet connection (DSL, Cable, etc.). Your workstations must be configured so that they have access to this server via TCP/IP networking. paging is difficult to use with a dial-up connection because of the time required to establish a connection. Your paging service must be able to receive and process messages. Your provider must process outgoing mail using SMTP protocol and must not require a secure (SSL) connection. There is no special software required the necessary components are included in SuccessWare21 Before you configure, you will need to gather the following information From your paging service addresses for each pager account. Message character limit - Most paging services have a limit on the number of characters that their pagers can handle. Obtain the following information from your internet provider, or check the account configuration in your existing software (Outlook, Netscape, Eudora, etc.) 102 SuccessWare, Inc.

109 The name of your outgoing (SMTP) server The TCP/IP port for outgoing mail (usually it is port 25) Setting Up A valid account as a return address Whether the server requires authentication A valid account user ID, and password if required by the server You must add an address for each pagable employee by going to the Employee Manager, double clicking on each employee, and on the ADDRESS/PHONE tab enter the address in the PAGER field 1. Open the COMM CENTER form and click the Configure button. 2. Select the Use Paging check box. 3. Enter the message character limit in the CHARACTER LIMIT field. Note: You should allow for a certain amount of overhead for lengths. For example, if the character limit of your paging service is 255, then you should enter a lower amount such as 245. If you find that your pages are having the last few characters cut off, then you should lower the character limit. SuccessWare21 uses this character limit to properly send pages that are too long. Any pages that are above the character limit will be split into two or more messages. The person receiving the page will then get multiple pages. 4. Enter the name of your outgoing server in the SERVER field 5. Enter the TCP/IP port for outgoing in the PORT field. 6. Enter the name of a valid account in the RETURN ADDRESS field. This return address will be used for all outgoing pages. 7. Select the USE AUTHENTICATION checkbox if your server requires authentication. 8. Enter a valid account user ID in the USER ID field. This user ID is used to access the server. 9. Enter the password for the user ID entered above in the PASSWORD field, if required by the server. 10. Click OK SuccessWare, Inc. 103

110 When you have completed the Paging configuration be sure that Employee Configuration and Job Information Configuration are also complete. PageRunner Paging Setup SuccessWare21 allows for the paging of information through a Third Party program called PageRunner. Before the COMM CENTER can be configured to work with PageRunner and actual pages sent, PageRunner must be properly setup and configured on your network. For information regarding PageRunner as well as its installation and configuration, contact SuccessWare21 at Once PageRunner has been installed and configured you will need to perform some setup in the COMM CENTER. 1. Open the COMM CENTER and select the Configure button 2. Use the Browse button to select the directory you are using as the GATEWAY DIRECTORY for Page Runner (normally this is NETWORKDRIVE:\PRUNNER.) 3. Click OK 104 SuccessWare, Inc.

111 When you have completed the PageRunner Paging configuration be sure that Employee Configuration and Job Information Configuration are also complete. Sending a Page You can page employees from the CALL CENTER, or directly from the SuccessWare21 COMM CENTER. To Page an Employee from the Call Center: 1. Right click on the call you wish to send to the technician and select Send a Page. The COMM CENTER will open. The generated message will appear in the MESSAGE panel. You may change or add to the message, if desired. (The information that displays in this panel is controlled by clicking the Configure button and selecting Show Job Info) The technician that is assigned to the job will display in the Assignments panel. All other "pagable" employees are displayed below. 2. Select the technician you want to page, then select Send. 3. The system will ask if you want to mark the call as NOTIFIED. This will fill the time of the page into the Notified field in Call Progress. Answer Yes or No. The call is paged. To Page an Employee from the Comm Center: 1. Open the COMM CENTER by selecting the icon from the toolbar. 2. Select the employee you wish to page. SuccessWare, Inc. 105

112 To select more than one employee, press Shift or Ctrl with the mouse click. Shift will allow you to select a range. Ctrl will allow you to select multiple employees at random. 3. Type the message you wish to send in the MESSAGE panel. 4. Select Send. The page is sent. CREATING TIMECARD ENTRIES Timecard entries allow you to keep track of each block of time in your employee s days. The EMPLOYEE TIMECARD form can be accessed from any screen that has an employee selected and you can enter either unapplied or job-related transactions. Time entered in CALL PROGRESS is automatically added to an employee s timecard. To access the TIMECARD MANAGER you can: Right Click on an employee in the EMPLOYEE MANAGER and select Timecard Right Click on an employee's name in the CALL CENTER and select Timecard Right Click on an Assignment in the CALL CENTER and select Employee Timecard Right Click on a Job in the JOB MANAGER and select Time Card Clicking on the Time Card Manager icon from the toolbar if it has been added. Manual Timecard Entries Manual timecard entries are created directly in the employee s timecard. Manual timecard entries can be job related or non-job related. Manual Timecard entries in a addition to those that are job-related could include meeting time, shop time, vacation or personal time and lunch entries. 106 SuccessWare, Inc.

113 Accessing the Timecard Timecard entries are added in the TIMECARD MANAGER. The TIMECARD MANAGER can be accessed from the: Main Menu -- access the Main Menu and click Payroll and then Timecard Manager. Call Center -- highlight the job for which you wish to make timecard entries. Right-click and select Employee timecard. Employee Review view of the Payroll Manager -- Right-click and select Timecard, or click the Timecard button. Recording Timecard Entries 1. Open the TIMECARD MANAGER. 2. Use the drop-down menu to select the employee. 3. Use the date navigation buttons to choose the date of the timecard entry. 4. Click Modify. SuccessWare, Inc. 107

114 5. Press Insert or right-click and select Add new entry. 6. Select the appropriate timecard status. 7. Enter the IN and OUT times. 8. If Necessary change the IsPaid status of the Timecard Entry. If you change a nonpaid entry to paid, you will need to choose a Pay Item for the Timecard Entry. 9. If necessary, modify the Non-Productive Status. This field is defaulted by the setting associated with the Timecard Status selected. If you want to change the Productive status of a timecard entry, add or remove the checkmark. The Productive Status of a Timecard Entry determines how the particular timecard status is handled when calculating the technicians Billable Hour Efficiency for scoreboard reports. 10. Use the drop-down menu to select the department to which you wish to apply the timecard entry. For non-job related entries, the employee s default department will appear 11. If the Timecard is a Paid item, the PAY ITEM will be displayed. Change it if necessary 12. The employee s pay rate will be displayed. This will come from the employee s standard hourly rate in employee setup, or from the pay rate entry for the corresponding pay item. 108 SuccessWare, Inc.

115 13. If you wish to apply a premium rate for the block of time, select the Premium Code from the drop down list. 14. If you have applied a premium code, choose the duration of the total timecard entry that should be calculated at the Premium Rate. 15. Click Accept. Note: The Total Time (time out - time in) of any timecard entry can be broken down into five categories. Where it falls in the categories will determine how it is handled when preparing the payroll period. Regular time ordinary paid time that will accumulate and turn into overtime and effect regular/premium rate calculations. Non-regular time paid time that does not affect overtime and regular/premium rate calculations. Premium time time that is paid at a premium. Non-paid time time that is not paid. Overtime time that is paid at the overtime (OT) premium. The Assignments option at the bottom of the screen includes a list of calls that the technician has been assigned to on that day. You can also view Other scheduled calls as well as Unscheduled calls, using this screen. NTCs NTCs are blocks of time on the employee timecard where there is no timecard entry. SuccessWare21 fills in the gaps between defined timecard entries with NTCs. In employee setup you will determine whether or not the NTCs are paid or unpaid and whether the NTCs are counted as regular time. NTC entries are considered to be Productive Time by default for the sake of Scoreboard reports. If an employee is engaged in Non-Productive time, you must replace the NTC entry with a Non-Productive Timecard Entry to change the status. NTCs cannot be edited, but can be replaced by creating actual timecard entries to account for the time filled by the NTCs. Note: SuccessWare21 will only create NTCs on the current date or when making entries on the employee s timecard on previous dates. NTCs will not be created on future timecard entries. SuccessWare, Inc. 109

116 End of Day Punch Out By default, SuccessWare21 is set up with a Timecard status called DayEnded (End of Day Punch Out). This status allows you to create a timecard entry at the end of the workday for an employee that only requires an In time. Based upon the End of day punch out time SuccessWare21 will: Prevent the creation of timecard entries on the day after the punch out time. If there is a gap in time between the last out time on the timecard and the End of Day Punch out time, SuccessWare21 will create an NTC to account for the gap in time. If there is an open timecard entry and an end of day entry is entered, the end of daytime will be entered as the Out time for the previous timecard entry. Timecard Assistant The Timecard Assistant will help you to create timecard entries for multiple employees, multiple date or both. For instance, you can create entries placing several employees at a meeting or training session. Or, make entries to record an employee s week of vacation. These entries can be made without having to opening or accessing multiple time cards. The Timecard Assistant can also be used to review or delete existing timecard entries already created through the Assistant. Multiple Timecard entries can be created for a single event or can be created as recurring entries which can occur on a weekly, biweekly or other basis as required. Additionally, timecard entries (the status and times and recurrence) as well as the list of employees associated with the entry can be saved as a template. These recurring timecard template entries can be opened in the future and used to create additional timecard entries with the same attributes. Note: The Timecard Assistant can only be used to create Non-Job Related timecard entries. To Access the Timecard Assistant: Right click in the background of the CALL CENTER and select Timecard Assistant 110 SuccessWare, Inc.

117 Right click in the back ground of the TIMECARD MANAGER or an employee's timecard and select Timecard Assistant You can also right click on an existing employee timecard entry in the employee's timecard and select Timecard Assistant to create a matching timecard entry for other employees. Creating Timecard Entries with the Timecard Assistant Creating Timecard Entries using the Timecard Assistant involves 5 main steps: Choose the Timecard Status as well as the start and end time of the entry Select a recurrence pattern for the entry if necessary Selecting the employees for which the entries will be created Selecting the day or days of the entries Review the results To Create Timecard Entries 1. Open the TIMECARD ASSISTANT 2. Choose the Timecard Status of the entries you want to create from the STATUS drop down. 3. Enter the TIME IN, TIME OUT for the timecard entry/entries 4. Add a COMMENT. A comment must be entered. The comment will appear as the caption for the timecard entry in the Call Center SuccessWare, Inc. 111

118 5. Use the EVERY WEEKS field to identify if the entry will be a weekly entry, or if it will happen every other week, every third week, etc. If you are only going to be creating the entry for a single week, leave the value as one. 6. Choose a Day or Days of the week on which you want the entry to occur. Note: If you plan to create the entry for alternating weeks you will be required to choose a start date. This date will establish the start date for the recurrence pattern. It is NOT required that you create an entry within that week however. For example, if I enter that a meeting will occur every 3 weeks beginning 6/2/06 (First week of June)and choose Friday as my Day of the Week, the Timecard Assistant will calculate a meeting to occur every 3 weeks on a Friday, from that date. 7. Select the employees for whom you wish to create entries: Click on Add under the CREATE ENTRIES FOR THESE EMPLOYEES list, to choose employees. This will open the EMPLOYEE SELECTION form. In the EMPLOYEE SELECTION form, the employee filter defaults to all active employees. You can optionally modify this filter by clicking the Select from Filtered List button to assist in employee selection. 112 SuccessWare, Inc.

119 Use the Select from List to filter for only certain classes of employee, only those that work by default for a certain department or those with a specific Employee Type. Choose Apply Filter to update the list of employees. Select the employees to be added to your list by double clicking the employee. This will toggle the X on and off in the employees row in the grid. All employees listed can be selected by right clicking in the grid and choosing Check All or pressing Ctrl+A on the keyboard. When you select Ok, the employees with an X will be added to your list. You can use the Delete button to remove individual employees or the Clear button to delete the entire list of employees SuccessWare, Inc. 113

120 8. If you wish to Save the entry that you have built as a template which can be used to create similar entries in the future, select the Save button. You will be taken into the RECURRING ENTRIES window. Once you save you can close without creating an entry at this time. 9. To create the entries, click the CREATE button. If you choose to Save in the previous step, you will be selecting Create from the RECURRING ENTRIES window 10. Choose the date from which you want the entries to be created. 11. Choose the number of weeks forward that you would like the entry to be created. If you want to create entries only for the current week, leave this set to one. Note: If you choose in the previous steps to create timecard entries every 2 weeks or 3 weeks etc, the entries will created based upon the STARTING date you listed at that time and the for NEXT WEEKS you specify. For example because the meeting was set to occur every 3 weeks on a Friday, beginning 6/2/06, if you choose, beginning 6/14/06 to create the meeting for the next 6 weeks a meeting would be built on 6/16 and 7/7 only. Those are the only dates of the meeting specified that fall into the next 6 weeks. 114 SuccessWare, Inc.

121 12. Click OK to create the timecard entries 13. This will create the timecard entries and take you to the review grid showing the status of the new entries. The timecard entries will be listed in the Review Grid proceeded by: A Green Plus to signify that it was created successfully A Yellow yield/warning sign to indicate that a conflict exists or an error has occurred. If this indicator appears that timecard entry HAS NOT been created. The comment column will indicate the conflict status and time in/out. You may right click the entry to open the timecard and manually review/modify entries for that employee. From the review form you can use the Back button to return to the Timecard Assistant where you can create new entries or review existing entries. Recurring Timecard Entries The Timecard Assistant give you the ability to save an entry as a template which can be used in the future to create additional timecard entries with the same (or similar if you edit) attributes as the saved entry. The recurring template will save the status of the timecard entry, the start and end time, the recurrence pattern and start date as well as the list of employees that have been added to the entry. To access your recurring entry templates, open the TIMECARD ASSISTANT and click the Recurring button at the bottom of the window. Managing Recurring Timecard Templates The Timecard Manager's Recurring Entry view allows you manage your list of recurring timecard entries. There are 5 functions available to you. Each is available via a button at the bottom of the window or by right clicking on an entry SuccessWare, Inc. 115

122 Option Create Review Edit Create All New/Review Delete (Only Available through Right Click) Enable/Disable (Only Available through Right Click) Description Choose this option while an template row is selected to create a timecard entry using the template Choose this option to select a date and range and see all timecard entries create using the selected template which meet the date and range criteria Use this option to open the template entry and make changes to it. Use this option to create timecard entries starting on a selected date and for the defined number off weeks for ALL templates listed in the Recurring Entry window. Allows you to return to the main Timecard Assistant window where you can create a new entry or review an existing entry. Allows you to Delete the selected entry. If future timecard entries have been created using the template you will be given the opportunity to review those entries before you delete. Deleting a template will not delete entries created based upon the template. Use this option to toggle the templates enabled/disabled status. Disabled templates will not have entries created for them when the Create All option is selected. To Save an Entry as a Template 1. Create the entry using the Timecard Assistant as you normally would 2. Click the Save button at the bottom of the Timecard Assistant. You will be taken to the Recurring Entries window with the entry just created highlighted. 116 SuccessWare, Inc.

123 3. If you want to create the timecard entry at this time click the Create button at the bottom of the window. If you do not wish to create at this time you can close the Timecard Assistant. Creating New Timecard Entries Using a Template 1. Open the TIMECARD ASSISTANT and select the Recurring button at the bottom of the window 2. Select the listed entry for which you want to create new timecard entries 3. Click the Create button 4. Choose the date from which you want the entries to be created. 5. Choose the number of weeks forward that you would like the entry to be created. If you want to create entries only for the current week, leave this set to one. Note: If the template you have chosen was built to create timecard entries every 2 weeks or 3 weeks etc, the entries will created based upon the STARTING date you listed at that time and the for NEXT WEEKS you specify. For example if a meeting entry was set to occur every 3 weeks on a Friday, beginning 6/2/06, if you choose, beginning 6/14/06 to create the meeting for the next 6 weeks a meeting would be built on 6/16 and 7/7 only. Those are the only dates of the meeting specified that fall into the next 6 weeks. SuccessWare, Inc. 117

124 6. Click OK to create the timecard entries 7. This will create the timecard entries and take you to the review grid showing the status of the new entries. The timecard entries will be listed in the Review Grid proceeded by: A Green Plus to signify that it was created successfully A Yellow yield/warning sign to indicate that a conflict exists or an error has occurred. If this indicator appears that timecard entry HAS NOT been created. The comment column will indicate the conflict status and time in/out. You may right click the entry to open the timecard and manually review/modify entries for that employee. From the review form you can use the Back button to return to the Timecard Assistant where you can create new entries or review existing entries. 118 SuccessWare, Inc.

125 Reviewing Existing Timecard Assistant Entries The TIMECARD ASSISTANT REVIEW grid is used to review a list newly created timecard entries, or a group of already existing entries. A list of timecard entries will be brought up for review immediately after they are created. The review also allows you to find any timecard entries built using the Timecard Assistant that match a Timecard Status, Start time and Date range you specify. Once the list of matching entries is displayed in the review grid you can: Delete a single entry Delete all listed entries for an employee Delete all related entries for a date Delete all related entries listed Open an employees timecard Print the list of timecard entries Entries in the grid are listed with an image indicating the status of the entry as follows: Entries with a plus ( + ) indicate new successfully created entries. Entries with a minus ( - ) indicate new successfully deleted entries. Entries with a yellow yield/warning sign, indicate either an unsuccessful attempt to create a new entry or unsuccessful attempt to delete an entry. Conflicts are indicated in the comment column for these entries, Entries can be searched for and reviewed manually or you can enter the Recurring View and review entries created from an existing template. To Manually Review Existing Entries: 1. Access the Timecard Assistant 2. Select Review existing entries from the top portion of the window 3. Select the STATUS of the timecard entry that you want to review SuccessWare, Inc. 119

126 4. Enter the TIME IN of the entries to review 5. Select Review 6. Choose the beginning date of your search and the number of weeks from that date that you want to search 7. To review the entries, click the OK button. This will take you to the review grid showing the existing entries during the selected week that match the STATUS and TIME IN that you entered.. 8. From the REVIEW RESULTS window, right click on an entry to delete entries, access any of the employees timecard from this review list or Print the list. 9. You can use the Back button to return to the previous screen Creating Timecard Entries Key Items to Remember Timecard entries can be job related as well as not job related. Call progress is automatically entered on the timecard of the employee. 120 SuccessWare, Inc.

127 JOB PERMITS Permit Tracking SuccessWare21 allows you to record permit details for each job, including the stages of the permit as well as when the work is due to be completed. As the stages of the permits are completed the permit stages can be updated to indicate the completed status. Reports will then tell you what stages are running late and are in danger of exceeding the life of the related job permit. You can use these reports to ensure the work is complete before the permits expire and avoid unnecessary cost of purchasing additional permits. Permit Tracking Setup In order for you to use the Permit tracking function in SuccessWare21, there are 3 Reference tables that you must populate. These reference tables will contain the values which you will select from the drop down lists in the Permit form as you are adding permits to a job. All three of these Reference Tables can be accessed in the Customer Service volume of the Reference Library. Permit Issuing Agency Modify the PERMIT ISSUING AGENCY reference book and create codes for the different agencies that will be issuing job permits for you. You will be able to sort and group reports by this code. Permit Stage Type Modify the PERMIT STAGE TYPE reference book to create codes which will represent the different stages of your permits. Create a code for each standard stage that must be completed before your permits expire. You will use these permit stages to identify the required elements of the PERMIT TYPES that you will create. You will be able to track your jobs/permits by the codes created here. SuccessWare, Inc. 121

128 Permit Type Modify the PERMIT TYPE reference book and create codes for the different types of permits that you will be tracking. A permit type consists of a code, a description, and a chosen set of stage types. You will create a permit type to represent each distinct set of stages. This permit type code will act as a "stage list" template when you are entering permits. This way, any time a Permit Type is selected it will contain the same stages. Permit Types are built using the PERMIT TYPE form. To Add Permit Types: 1. In the Customer Service volume of the REFERENCE LIBRARY, double click on the PERMIT TYPE table 2. Press Ctrl+Enter or right click on the table and select Modify Mode. This will open the Permit Type form. 122 SuccessWare, Inc.

129 3. In the PERMIT TYPE CODE field enter a code for the permit type you are adding. The code can be up to 6 characters. 4. Enter a description of the permit type in the DESCRIPTION field. 5. In the STAGES area of the form, select a Permit Stage from the Stages drop down list. This list will allow you to choose from the STAGE TYPE reference table. 6. Once you have selected a Stage from the list, click the Add Stage button to add it to the list of stages which are part of the Permit Type. 7. Continue to add all stage types related to the permit type you are adding. Close the form when you have added all stages. Note: The Move Up and Down buttons can be used to change the listed order of the stages. The Remove Stage button can be used to remove a stage from the Permit Type. Job/Call Types In addition, any item in the JOB/CALL TYPES table can be modified or created to indicate that a permit is required to perform that type of job. When a job is created with a Job Type that has been marked IsPermitRequired, an alert will appear on the Job form to indicate that a permit is required. SuccessWare, Inc. 123

130 Recording and Updating Permits The Permit Form The Permit form allows you to manage one or more permits for a particular job. Use this form to record new permits and update the status of permits after they have been recorded. To access the Permit Form: From the JOB FORM- right-click and select Permits or click the button From the CALL CENTER- right-click on an assignment and select Job permits From the JOB MANAGER- right-click on the job and select Job permits Note: Permits for canceled or finalized jobs cannot be modified. Note that permits for canceled or finalized jobs cannot be modified. Entering New Permits New permits are entered from the PERMIT form. To create a new permit 1. Open the job to which you want to add a permit, right click and select Permit. This will open the PERMIT form. You can also open the PERMIT form from the CALL CENTER or JOB MANGER. 2. Press Insert, press the New button or right click and select New. 3. Enter the Permit Number, the Date Issued and the Expiration Date 4. Select the permit type from the PERMIT TYPE drop down list. 5. Select the ISSUING AGENCY from the drop down list. When you select the permit type, the stages for that type of permit will automatically complete the stages grid. 124 SuccessWare, Inc.

131 6. Enter a contact name in the CONTACT field 7. In the Stages grid you can enter a DUE DATE for each of the stages. This due date serves as the basis for reporting related to permits stages. With it SuccessWare21 can help you to determine via the Permit Stages report, which permit stages are in danger of missing their due date.. Note: In the Stages grid you cannot add, delete, or change the stage types of a permit. For a given permit type, the stages included will be based upon those identified when creating the permit type in the Permit Type reference book. 8. Once all the appropriate detail has been added, you can close the permit. The permit's STATUS will be set to Open. Updating The Permit and its Status On a regular basis, as you complete phases of permits, you will need to update your permits. As the stages of your permits are completed you will move toward the completion of the permit, you may additionally need to mark a permit as expired or cancelled. To edit a permit, open the job to which the permit is attached, right click and select Permit. From the permit form you can modify the due and completed dates of the stages in the Stages grid and add any comments that may be necessary. While editing the Permit you can also modify its Status There are 4 available Statuses for a Permit Open- When a permit is created it is marked as Open and remains open as it is in progress. Complete- Permits are completed by entering a completed date for each of the stages. This will automatically change the permit status to Complete and make the Completed Date of the Permit equal to the date that the last stage was completed. Expired- If a permit is past its expiration date and all of the stages have not been completed, you can mark the Permit as Expired. If the permit has not reached its expiration date, you can not set the status to expired. Note: Permits will not expire automatically. You need to specify an expired status or complete a permit manually. Permits will remain open until you complete, expire, or cancel them. Cancelled- If for some reason, you cancel a permit before the stages are complete, and before the permit expires. You can update the status to Canceled. Note: If a permit is entered in error, it should not be canceled, but rather deleted using the Delete button in the Permit form. SuccessWare, Inc. 125

132 Permit Tracking Reports There are two reports in the Job/Call reports section of the REPORT GALLERY to assist you in the tracking of Permits and their stages. Both reports give you the option of generating a Marketing list based upon the customers associated with the permits displayed in the search results. Job Permits Report This report shows general permit information including stage detail for each permit included. The DATE BASED UPON field as will allow you to control which permits are displayed based upon the date range you enter. The STATUS options allow you to limit the permits displayed to only those with the selected status. The drop down filters can be used to limit the resulting stages to only those that meet the specified criteria. Use the Sorting and Grouping options to look at the results organized by job, date or many other criteria. 126 SuccessWare, Inc.

133 Permit Stages Report This report allows querying of permits based upon stage information and is primarily used to identify permit stages that have activity due within a given time period. The report can be run only to show stages of Permits that are still Due, or by selecting ALL STAGES, stages will be displayed regardless of status. The drop down filters can be used to limit the resulting stages to only those that meet the specified criteria. Use the Sorting and Grouping options to look at the results organized by job, date or many other criteria. TAKING A PHONE CALL The Phone Call is the main source of initial contact that you have with your customer. The Call Taking form should be your main source of customer addition and job creation in SuccessWare21. The Call Taking form will allow you to add and edit information related to the customer that will be recorded to the Service Location Form, the Billing Account Detail Form and the Job Form. The Call Taking form can be used to create jobs for both new and existing customers as well as allow you to schedule and assign the appointment (call) related to the job. There are 4 types of phone calls that you can record: SuccessWare, Inc. 127

134 Service- A service phone call results in the creation of a job. The job can be scheduled and assigned to a technician. Service (in the context of a phone call) refers to any call that will create a job. This could be a repair, installation, maintenance or any other type of job. In order for a Service phone call to be posted, you must gather required customer information (name, address, billing account data) and Job information (Job Class, Job Type, Lead Source). Concern- Any call that does not result in the creation of a job, but does require some sort of trackable follow up, such as a complaint, is recorded at a Concern call. When a concern call is posted, an unresolved concern is created in the customer's history. This Concern call can then be marked as resolved and have resolution notes recorded with it. A concern call does not require that you add new customer data or search and existing customer. If you do however, a record of the call will be added to the location history. Other- When a customer calls with a question that does not require follow up, or simply is asking for information, an "Other" type of phone call can be recorded. "Other" phone calls do not require you to gather customer information. Sales- Sales calls are a special type of Service call. When a Job is created using a Job Class which has been marked as "issaleest", a Sales/Service call is created. This job will generally be run by a salesperson who is giving a customer a quote for new equipment. Sales jobs are not billable jobs in SuccessWare21. When a phone call is taken, a Call Reason is selected by the Call Taker. The Call Reason is set up to identify the "type" of phone call that is being recorded. Call Reason Codes Call Reason Codes are used to track why your phone is ringing. You will use the Call Reason Codes to specify whether a phone call is for service, for an estimate, is a solicitor, or any other reason. Try not to be too specific when adding these codes, but certainly add enough codes to allow you to run meaningful phone call reports. For instance, you may have a code for Needs Plumbing Service but not Has Water Heater Leak or Toilet Stoppage. You will use the Job/Call Types to specify the type of service needed. 128 SuccessWare, Inc.

135 Column Name ReasonCode ReasonDesc JobType JobClass IsService IsConcern IsOther IsActive Description Enter a code that you will recognize as a representation of the description for the reason. Enter a description of the reason If the type of phone call you are recording will result in a Job, and it is always the same type of job, you may enter the Job Type here. If the type of phone call you are recording will result in a Job, enter the Job Class for the type of work here. For instance, if the Call Reason is Needs Plumbing Service the Job Class will be Pservice (Plumbing Service). Place an X in the column if the call requires you to add a job. Even though it is labeled Is Service, it may be a job for an installation, estimate or other type of job. Place an X in the column if the call does not require you to add a job, but you may want to look up specific system information. For instance, if a customer calls with a question on his or her invoice, you can find the customer record and look up the Invoice Number, Job Number or Technician without adding a job. This information is especially helpful if you place the call on hold as forward it someone else in your office. Place a X in the column if the call does not require that you add a job or look up other information. An Other type call will only include a brief description. These type calls may be Needs Directions or Personal Call. Enter an X in this field to make the item active. If an item is not marked active, it will not be visible or available for users to choose from the list. SuccessWare, Inc. 129

136 Call Taking Form The CALL TAKING form is opened by pressing the F12 key on the keyboard. Pressing the insert key will allow you to take a new phone call. Once a new phone call is started the timer in the upper left hand corner will begin to count a call taking script will be displayed on the right side of the Call Taking window. Required fields in the call taking form are highlighted with a red box. These fields must be populated before you can finish the phone call. Note: While the LAST NAME and COMPANY field may both be indicated as required, only one or the other is actually required in order to post the call. The CALL TAKING form consists of a main form as well as 3 "Sub forms". Each of the three call types (Service/Sales, Concern, Other) each have their own sub form which gathers information specific to the type of phone call. The fields within these 3 "sub forms" are identified in the sections of the manual related to taking a Service call, Concern call, or Other Call. 130 SuccessWare, Inc.

137 Main Call Taking Form Fields Field Reason Male/Female Service/Concern/Other/Sales Call Details Name (f,l,t) Company Address City Phone Zone Description This field allows you to choose the reason for the phone call using the Call Reason reference table. This field will control the default "type" of phone call you are taking. Choose whether the call is coming from a Male or a Female This determines the type of phone call and will control the type of information will gather in the sub form which is made available to you once you have tabbed (or pressed page down) through the main Call Taking Form fields. This notes are will record "Job Instructions" for Service/Sales phone calls, "Concern Notes" for Concern phone calls and "Notes" for Other phone calls. Enter Last Name, First Name and Title of the person with whom you are on the phone. The Last Name field will search your customer list for existing customers. Enter the name of the company from which a caller is calling. The Company name will search your customer list for existing customers. Enter the Address information for the customer. Both Address lines will search your customer list for existing customers. Enter the City, State and Zip Code of the customer. Enter the Phone number of the customer. The Phone field will search your customer list for existing customers. Enter the Zone in which the customer is located. This will be auto filled when the City/Zip is entered if the City/Zip reference tables have been fully set up. SuccessWare, Inc. 131

138 Field Work Phone Tx Cd Contact Source Ref Owner Occupied Loc # Loc Type Pref Emp Description Enter a Work phone number for the customer. This field relates to the Phone2 in the Service Locations and Billing Account form. The Phone2 field will search your customer list for existing customers. Choose the Tax Code of the customer. The Tax Code will be auto filled when the City/Zip is entered if the City/Zip reference tables have been fully set up. Enter the address of the customer Enter any additional contact information that may be helpful Choose the Lead Source from the Lead Source reference table. This field is filled based upon where the customer heard about you if they are an existing customer or where they found your number if they are a returning number. Allows you to add any additional related information to the Lead Source, such as the specific name of a Professional Referral Check this box is the location is Owner Occupied. Marketing reports can be filtered based upon whether or not a location is Owner Occupied. This field will be populated based upon the existing customer. This field can be used to search for an existing customer in the database. Identifies the type of location (Residential, commercial etc.) This field allows you to filter and group reports for only certain types of locations. Choose a preferred technician from the dropdown list of technicians. If you try to assign a call for this customer to a technician other than the one defined as the Preferred Tech, you will be warned that you have not chosen the preferred employee for this customer. 132 SuccessWare, Inc.

139 Field Map Code Subdivision Lot ID Description If your company uses Map Codes, pick or enter the code for this location. Use this optional field if applicable to identify the Subdivision where the Service Location is located. You can select and existing subdivision from the list or press Ctrl+Enter from the drop down followed by insert to add a new subdivision to the list. Use this optional field to identify a Lot ID for locations that may currently be under construction and therefore do not yet have a street address. Searching for Customers in the Call Taking Form While you are in the CALL TAKING form you can search the database for an existing customer. Searches can be performed from a number of field by either typing the beginning characters of the value you are searching or entering a "%" sign followed by the search term to find any entries which contain the clue you are looking for. For example, typing 123 Main in the Address field would return only customers with an address beginning with 123 Main. Typing "%Main" in the Address field would return any customers with "Main" in their address. The CALL TAKING form searches the existing customer list based upon the following fields: Last Name Company Address 1 Address 2 Phone Work Phone (Phone 2) Location Number As entries are made in these fields and then the field is exited, SuccessWare21 will search the existing database of customer. If a match (or matches) is found, the results will be displayed on the right hand side of the screen as a list. If the customer you are on the phone with appears in the list of results, highlight their name in the list and press Enter to populate the Call Taking form with their data. SuccessWare, Inc. 133

140 If you have completed data entry in each of the searchable fields and the customer is not in the database, they will be added as a new customer in the system. 134 SuccessWare, Inc.

141 Call Taking Form Keystrokes At the bottom of the Call Taking form, a number of keystrokes are identified. These keystrokes allow for the quick movement to other information in the Call Taking form Keystroke Ctrl+D PgUp/PgDown Ctrl+S Ctrl+C F8 F9 F5 F11 Esc Ins Ctrl+H Ctrl+P Result Opens a new pane in the CALL TAKING window that allows you to choose equipment, warranty and agreement information for existing customers as well as giving access to driving directions to the location. Toggles you between the address information for the selected customer and the service, concern or other information screen in the call taking form (The information screen would be dependent on the type of call.) Opens the Call Scheduler, allowing you access to employee s schedules and the ability to schedule from right inside the CALL TAKING form. Open the Call Center with the current Service call in the Call Clipboard Only available if call is from an existing customer. Opens the CUSTOMER INFORMATION window. Toggles the Scripts on and off Only available if call is from an existing customer. Opens the customer s service history as a list. Opens the PHONE CALL REVIEW form Ends the call, prompting you to Post, Post Pending, Hold or Abort. Opens a new call Opens the help screen related to the CALL TAKING form. If you are creating a Service Call or Sales Call or have opened a call during which a Service Call or Sales Call was created, Ctrl+P will allow you to print the Work Order or Sales Call Sheet SuccessWare, Inc. 135

142 Finishing a Phone Call After a phone call is taken and the appropriate information has been recorded, it must be finished in one of the four ways. To finish a phone call, press the Esc key on the keyboard and then choose from one of the four choices listed above. Post- will save the new job/call and, if new location information was entered, will add the new location. Post Pending- will save the new information and indicate that other information must be entered (i.e. management must authorize an alternate billing account). Hold- will place the phone call on hold and make available for pick-up by other users. Abort- Will Cancel all data entry. Adding a Billing Account Through the Call Taking Form When taking a phone call for a customer which will result in the generation of a job, the Customer must have an associated billing account. The billing account can be added to a new service location while taking a phone call or the billing account associated with a service location can be modified if necessary. The option to add or edit a billing account is located in the Service sub form of the Call Taking form. You have two choices available to you: Bill Service Location- This will allow you to create/bill a Carbon Copy billing account Bill Alternate Account- This will allow you to create/associate a third party billing account with the service location. 136 SuccessWare, Inc.

143 Carbon Copy Accounts and Call Taking When a phone call is taken from a customer who will be paying their own bill and the Service address and billing address will be the same, a Carbon copy billing account can be created as part of the phone call. To create a carbon copy account for a new service location or add a carbon copy account for a service location that previously only had a third party billing account, choose BILL SERVICE LOCATION in the Service portion of the Call Taking form. Phone Calls from the New Owner of an Existing Service Location When a phone call is taken from an existing service location with a carbon copy billing account, and it is discovered that the location now has a new owner, simply changing the name of the owner will also change the name on the associated billing account. To prevent the accidental changing of the name on an existing billing account, the user will be required to indicate whether the change is simply a correction (spelling, etc.), or if it is because there is a new owner or occupant. If the change is just a correction, carbon copy updating will take place as normal. If the change is due to a new owner/occupant, the existing carbon copy relationship will automatically be terminated when the call is posted. If the job being created is to be billed to the location, a new carbon copy billing account will be set up for the new owner. Adding an Alternate Billing Account through Call Taking If a Customer calls to book a job and wants to bill a third party for the work, an Alternate Billing Account will need to be added to the service location. When a alternate billing account is added to a service location from the Call Taking form, you can either search for an existing billing account or add a brand new one. SuccessWare, Inc. 137

144 To Add an Alternate Billing Account 1. In the Service portion of the Call Taking form, select BILL ALTERNATE ACCOUNT (ALT+2), then press Page Down to enter or select the billing information. 2. If you know the account number (ACCTNO), enter or select it or use the dropdown menu to select a general billing account. 3. Enter the billing customer s NAME, ADDRESS, and COMPANY, if applicable NOTE: The system will search the database as you Tab through the NAME,COMPANY, and ADDRESS fields. If there is an existing billing account that matches your entry, the system will display the matching records in the right panel. You can select the billing account from the list and press Enter to populate the ALTERNATE ACCOUNT form fields with the account s information. If this is a new account, Tab to continue with the new entry. 4. Checkmark the AUTHORIZE checkbox to authorize the alternate billing account. NOTE: If you do not have password permission to authorize an alternate billing account, you can: Place the call on hold and have someone with permission pick it up, authorize it, and post it Place the call on POST PENDING and have someone with permission authorize and post it later. 138 SuccessWare, Inc.

145 5. Once you tab out of the payment fields you will be returned to the CALL TAKING form. 6. When finished collecting the required information, press Esc to finish the call. Taking a Phone Call for Service or a Sales Job A job will be created when you take a phone call from a customer with a call type of Service or Service/Sales. A service phone call will give you access to the Service sub form of the Call Taking form where you will add job specific information as well as scheduling and assignment information. The only difference between booking a Service Job (Repair, Install, Maintenance etc.) and a Sales Job (Giving and estimate to a customer) is the Job Class that is selected when creating the Job. Sales Jobs are created when a Job Class is selected which has been marked as "IsSaleEst". A Call Reason associated with the Sales Job Class (Customer Needs Estimate for example) will automatically select both the Service and Sales Call checkboxes in the Phone Call Type area of the form. Sales Call will be selected, but not editable, as it only appears when a Sales Job Class is chosen. To Take a Phone Call for Service or Sales from a Customer 1. Open the CALL TAKING form by pressing F12 2. Press Insert to add a new record. 3. Select the Reason code from the drop-down menu associated with service, such as "No Heat" or "Fumes Smell". (The choices will depend upon your setup of the Call Reason Reference Table.) 4. If your company tracks whether calls are from men or women, select MALE or FEMALE. 5. Enter any detailed instructions or notes about the call in DETAILS. (DETAILS will become Job Instructions for the job that is created) 6. Enter the customer s name, first then last. Then complete the other customer information fields. SuccessWare, Inc. 139

146 NOTE: The system will search the database as you Tab through the NAME, COMPANY, and ADDRESS fields. If the customer is an existing customer, the system will display matching records in the right panel. You can select the customer from the list and press Enter to populate the CALL TAKING form fields with the customer s information. If this is a new customer, Tab to continue with the new entry. 7. Select the lead SOURCE. If the call will create a new location customer, the lead source will become the location AND job lead source. If the call is from an existing customer, you will still select a lead source, which is the JOB lead source. Be sure to ask the caller if he or she is responding to a particular advertisement or marketing campaign to prevent the overuse of an existing customer lead source. 8. If adding a customer, be sure to mark OWNER OCCUPIED (if it applies) and select the LOC TYPE. 9. Press Page Down or Tab from the PREF. EMP field to open the SERVICE Sub Form of the Call Taking Form. 10. The Job CLASS will default based on the REASON code from the previous screen. Use the drop-down menu to select the Job TYPE. 11. If the call is a callback checkmark the CALLBACK box. A drop-down list will appear that allows you to choose from a list of completed calls for the location. Choose the completed call you want to associate this callback with. 12. If at this time you want to schedule the call, you can enter the date and time in the appropriate fields. 140 SuccessWare, Inc.

147 NOTE: To select a scheduled date and time you can press Ctrl+C to open the CALL CENTER and place the call in the Call Clipboard. From there you can choose a date and drag the call to the time and technician of your choice. After you assign and schedule the call you will be returned to the CALL TAKING screen. 13. Select whether to BILL SERVICE LOCATION or BILL ALTERNATE ACCOUNT. If you select BILL SERVICE LOCATION, a carbon copy billing account will be created. If you select BILL ALTERNATE ACCOUNT, you can either add the new billing account information, or select an existing billing account. Press Page Down to access the alternate account form. The alternate billing account must be authorized. 14. Select the payment method (PMT MTHD) from the drop-down menu. 15. If you need to return to the Address information simply press Page Up on the Keyboard. 16. If you want to add Equipment information and/or Driving Directions press Ctrl+D on the keyboard. This will open the DIRECTIONS AND EQ INFO Subform. 17. If the piece of equipment you plan to work on has already been added to the service location, select it from the list. If not choose Standard Equipment and choose the type of equipment you will be servicing. 18. Enter the EQUIPMENT AGE if the customer can provide that information. 19. Choose any applicable warranties or agreements which may apply to this job. This information will be attached to the job and can be paged to the technician assigned to the job. 20. The large box below the AGREEMENT field will allow you to record Driving Directions. These will become attached to the Service Location. SuccessWare, Inc. 141

148 21. Press Esc to close the DIRECTIONS AND EQUIPMENT subform. 22. Press ESC. 23. Select either POST, POST PENDING, HOLD, or ABORT. Scheduling a Job Through the Call Taking Form While you are taking a Service phone call from a customer and booking a job, you can schedule (give the associated call a date and time) and assign the associated call (appointment) from the Call Taking form. Enter a Date and Time Manually While you are in the Service subform of the Call Taking window type choose the date on which you want to schedule. You can type in a specific time or choose AM, PM or Anytime to give a more general scheduling. This method can not be used to assign a technician to the call. Schedule and Assign through the Call Center Once you have entered the appropriate job related information in the Call Taking form you can press Ctrl+C on the keyboard to schedule the call using the Call Center. The Call will be placed in the lower left corner of the Call Center in the Browse window or "Call Clipboard" 142 SuccessWare, Inc.

149 With the call in the Browse window you can navigate the Call Center to the date you wish to schedule and then drag the call from the Browse window to the time you wish to schedule it. You can either drag the call to a specific technicians schedule if you want to assign the call immediately or drag it to the unassigned bar if you will assign the call at a later time. As soon as you release the call on a time you will be returned to the Call Taking form with the schedule and assignment information populated. Note: Other users will not see the call in the Call Center until you have posted the phone call and actually created the job. Schedule a Call using the Call Scheduler While entering a call that involves a new job, press CTRL+S to schedule and assign using the CALL SCHEDULER. The Call Scheduler will allow you to view your daily schedule in a grid format or display a technicians weekly schedule in a grid format. The Call you are scheduling will be represented as a series of dots. Each dot represents a 30-minute block of time. The top of the screen will display the current date and time and the job/call type, including the estimated hours and the zone. Use the arrows to change dates Colored areas represent calls, color-coded by zone. The gray area represents blocks of time that are outside your normal call schedule. White blocks represent available blocks of time. SuccessWare, Inc. 143

150 To move the call to different times, click it once and use the arrow keys on the keyboard to move it to an open slot on your schedule. Technicians available at the highlighted time and for the required duration will be displayed below. If you wish to assign the call to one of them click on the technician s name. Press Enter to Schedule and Assign the call. To view the schedule by a specific technician, right click on the tech at the bottom of the window and select Weekly Schedule for <Employee> 144 SuccessWare, Inc.

151 From the individual technicians view you can set the call on a specific date and time, press Enter and it will be assigned to that tech at that time. Taking a Concern Call from a Customer When a customer call you company because they are unhappy with the service they have received or have some other complaint, you can create a Concern Phone call in SuccessWare21. Concern calls can be related to a specific job and to a specific technician for reporting purposes later on. Once a Concern Call is posted into the system it will be added as Phone Call History to the Service Locations and an "Unresolved Concern" will be created. These Unresolved Concerns can be reported, edited and ultimately, once taken care of must be marked as "Resolved" to remove them from the Unresolved Concerns reports. The resolution recorded for a Concern Call will also be attached to the Location History for a customer. Concern calls are resolved in the Phone Call Review form. Examples of a concern call include: Customers with questions about their bill, Directions to your office, Complaints about service performed, and Driver complaint calls. NOTE: If a Non-Customer calls with a concern and you are able to gather and add Name and Address Information the caller will be entered into your existing database as a Prospect. SuccessWare, Inc. 145

152 To Record a Concern Call from a Customer 1. Open the CALL TAKING form by pressing F12 2. Press Insert to add a new record. 3. Select a Reason code from the drop-down menu associated with concern. The Call Reason that you select must be marked as concern when the reason was set up. (The choices will depend upon your setup of the Call Reason Reference Table.) The Phone Call Type will be marked as Concern. 4. If your company tracks whether calls are from men or women, select MALE or FEMALE. 5. Enter any detailed notes about the call in DETAILS. (DETAILS will become the Concern Notes for the Concern Call) 6. If you can get the information, enter the customer s name, first then last. Then complete the other customer information fields. This information is not required for a Concern Call. If an existing customer is selected, the Concern will be attached to their history. 7. Continue to add any relevant information related to the caller with the concern and then press Page Down or tab past the last field on the form (PREF EMP) to access the Concern sub form of the CALL TAKING form. 8. Enter a BRIEF DESCRIPTION of the concern (this will default to Call Reason you selected) and CONTACT information related to the concern. 146 SuccessWare, Inc.

153 9. If the concern is related to a past job choose the job from the JOB NUMBER drop down. The primary tech on the job will default as the Employee (Concern Tech for reporting sake). This is only available when taking a concern call from an existing customer. 10. Press Esc to end the phone call 11. Choose Post. Taking an "Other" Type Phone Call from a Customer When a customer calls you and the phone call will not result in the creation of a job nor is it to express a concern, an "other" type of phone call can be recorded. Other calls generally represent a customer calling for information such as checking a price or your scheduling availability. Other phone calls do not require that you gather name and address information from the caller, but if you do and the customer is not already in the database they will be added as a "prospect". When an "Other" phone call is taken the Other sub form of the Call Taking form will be made available to you. There you can record additional notes related to the phone call as required. To Record an "Other" Phone Call 1. Open the CALL TAKING form by pressing F12 2. Press Insert to add a new record. 3. Select a Reason code from the drop-down menu associated with the "other" phone call type. The Call Reason that you select must be marked as Other when the reason was set up. (The choices will depend upon your setup of the Call Reason Reference Table.) The Phone Call Type will be marked as Other 4. If your company tracks whether calls are from men or women, select MALE or FEMALE. 5. Enter any detailed notes about the call in DETAILS. (DETAILS will become the Concern Notes for the Concern Call) 6. If you can get the information, enter the customer s name, first then last. Then complete the other customer information fields. This information is not required for an Other Call. SuccessWare, Inc. 147

154 7. Continue to add any relevant information related to the caller with the concern and then press Page Down or tab past the last field on the form (PREF EMP) to access the Other sub form of the CALL TAKING form. 8. Record a BRIEF DESCRIPTION of the "Other" phone call if necessary. This will default to the Call Reason you have selected. 9. Press Esc to end the phone call 10. Select Post Placing a Phone Call on Hold When recording a phone call from a customer you may need to place them on hold. This may be because you need to answer another line or because the call should be handled by someone else in your office. A Phone Call can be placed on Hold in SuccessWare21. This will allow the current call taker to begin to record another phone call while the current call is on hold or the call can be picked up, in progress by another SuccessWare21 user. To Place a Call on Hold 1. Press the Esc key on the keyboard 2. Select Hold from the End Phone Call options To Take a Call off Hold Calls that have been placed on hold can be re-opened by the user that placed them on hold or another user on the network. 3. Open the Call Taking form by pressing F12 if it is not open. 148 SuccessWare, Inc.

155 4. From the CALL TAKING screen, press Insert. 5. If there are calls on hold, a drop-down list will appear at the top of the form that lists those calls and the names of the users who took them. 6. Select the call you wish to pick up from the list and press Enter. (You could also choose Answer and press Enter or press Insert to begin a new call.) 7. The call will open in the CALL TAKING form with any information that had already been recorded. Phone Call Review The PHONE CALL REVIEW Form allows you to view a list of phone calls that have been recorded in SuccessWare21.The Phone Call review form allows you to search for phone calls based upon a number of factors such as date, call taker, and phone call type. The PHONE CALL REVIEW form can be used to print lists of calls, complete calls that have been marked as Post Pending, resolve concern calls as well as change the taken date and time of a phone call. The PHONE CALL REVIEW form is accessed by pressing F11 while you are in the CALL TAKING form.(press F12 then press F11) SuccessWare, Inc. 149

156 Finding Phone Calls in the Phone Call Review Form The PHONE CALL REVIEW form can be used to find calls by Date, User, and Call Type. Search criteria in the Phone Call Review form are cumulative, therefore you can enter a number of search criteria before clicking Apply to run the search. Only phone calls which meet all the criteria defined will be returned in the search. To Find Calls in the Phone Call Review form 1. Press F12 to open the CALL TAKING form and then press F11 to open the PHONE CALL REVIEW form. 2. All calls (except aborted calls) for the current date that were taken by the current user will be displayed. 3. Choose the date range of calls you wish to view and choose a user in the TAKEN BY (initially created by) and ENDED BY (posted by) fields to see only phone calls recorded by that user. You can clear the user fields to see calls taken or ended by all users in the specified date range. 4. Use the Type, Sales and Concern options to limit the resulting calls accordingly. 150 SuccessWare, Inc.

157 5. Click the Apply button to run the search 6. An x in the P, G or A column indicates whether the call was a posted (P), is post pending (G), or was aborted (A). Hold calls do not appear in the PHONE CALL REVIEW window. Note: Aborted Calls will only be displayed when the Aborted Phone Calls option is selected. When aborted calls are displayed, the other types of phone calls will be hidden. 7. Right-click on a call to display a control menu. Use the control menu to print the displayed list, adjust the Date and Time of a listed call or to navigate to another date. 8. Click on any of the column headers in the call list to sort the calls by that column. NOTE: To find, edit and complete Post Pending calls, display all calls for a particular set of filters and click on the G column heading. All of the post pending calls will be sorted to the top of the list. Right click on the Phone Call you want to edit and choose Open Phone Call (or press Enter) Complete and post the phone call as you normally would. Editing the Phone Call Taken Date and Time After entering the calls in the CALL TAKING form, the call taking date and time may be edited. (This is only allowed for those that have Administrative abilities). This is primarily used for recording calls that came in after regular hours. You will also be able to replace the original Taken By and Ended By user ID with the User ID of the person making the edit change. From the Call Taking screen (F12) press F11 to open the PHONE CALL REVIEW form and adjust any filtering conditions as needed. SuccessWare, Inc. 151

158 Highlight the call to be edited, then press Ctrl+D or right click and select Adjust Date and Time to open the Editing panel. Enter the desired date and time. Checkmark REPLACE CALL TAKER and REPLACE CALL ENDER to substitute the current user for the original user listed on the phone call. Select Post to record the changes. Resolving Concern Calls Once a concern phone call has been recorded in SuccessWare21 it will be marked as Unresolved until the call is marked as Resolved in the Phone Call Review form. The Phone Call Report and the PHONE CALL REVIEW form will allow you to find unresolved concern calls. To record that a concern issue has been resolved. 1. Open the CALL TAKING form (F12) and then press F11 to open the PHONE CALL REVIEW form. 2. Enter the appropriate date range and user information 3. Choose Concern in the Type filter area 4. Choose Unresolved in the Concern filter area 5. Click Apply Unresolved concerns will be displayed. 152 SuccessWare, Inc.

159 6. Select the Call that you want to resolve and click Edit in the lower right corner of the window. 7. Checkmark that the call is resolved and record any applicable notes 8. The call can additionally be marked as closed, along with a date and user. 9. Post the call to update its resolved status The information recorded related to the resolution of the concern call will appear in the Location History of the customer. Note: Unresolved concerns can also be accessed by opening the Snapshot window. If there are unresolved concerns, a button will indicate this. Click the button and the Phone Call Review form will be opened with all unresolved concerns listed. Call Taking Scripts In the Call Taking form, when a call is taken, a Call Taking script is displayed in the right half of the window. The scripts that appear in the CALL TAKING screen are meant to serve as a guide to those who answer the phones. There are 5 scripts available to you and each one of those scripts can be between 2 and 4 pages long. SuccessWare21 allows you to customize the call taking scripts, both in their content and their names to suit the needs of your company. SuccessWare, Inc. 153

160 To Navigate the Call Taking Scripts while on a Phone Call When you take phone a phone call, the default script displayed in the Call Taking Script The name of your company and the name of the current user are substituted into the script To move from page to page within the script you can right click in the script and select Next (or Back if you are past the first page). You can also use the keystrokes Alt+left arrow to move to the next page, Alt+right arrow to move to the previous page or Alt+Home to return to the first page of the script. You can use the right click menu or the Function keys on the keyboard to navigate between the different scripts. 154 SuccessWare, Inc.

161 To Edit the Call Taking Scripts Scripts can have their content as well as their names edited. The editing of scripts can be performed from the Call Taking form or from the Free Scripts utility in the Maintenance area of the Utility menu. Changes made to scripts are made at the database level and will affect the scripts viewed by all users. 1. Either open the Call Taking window or open the Free Script Utility. If you are in the CALL TAKING window, press F9 to display the call taking script. 2. To view different sections of the Call Taking script press F1, F2, F3, or F4. 3. To edit the displayed script, right-click and choose Edit Script or press Ctrl+Shift+Enter. 4. Make the changes you want to the script. 5. While editing the script you may right click and select Rename Script to change the name of the selected script. (Note that the Call Taking script can not have its name changed). 6. To save the script press Ctrl+Enter or press Esc to cancel any changes you may have made. You can also right click and choose Save or Esc. 7. To exit edit mode, right-click and choose End Edit Mode or press Ctrl+Shift+Enter again. Phone Call Report The Phone Call Report is a report of incoming telephone calls. It includes lead source, reason, and taken by information as well as duration of the Call. You can select to include or exclude sales calls and can run the report for concerns. Select expanded detail to see all notes, including concern resolution. The Phone Call Report gathers all of its information from the Phone Call Form (accessed by pressing F12 on the Keyboard) SuccessWare, Inc. 155

162 The Report is found in the Miscellaneous group of the REPORT GALLERY Report Options Date Range Aborted Phone Calls Expanded Detail Type Sales Description Enter the range of dates for the phone call you want to display Checkmark to display aborted phone calls within the specified date range Choosing this option will display detail regarding the call including call notes as well as customer information Choose the type of phone calls you want to display or select all to display all types Use this option to determine whether calls which resulted in a Sales job being created will be displayed with the phone calls 156 SuccessWare, Inc.

163 Report Options Concerns Location Billing Account Call Reason Lead Source Taken By Ended By Summary Only Sorting and Grouping Description Use this option to determined whether concern calls displayed will be only those that are resolved, unresolved or both Use this dropdown to choose specific location for which you want to run the report or type in the Location ID Use this dropdown to choose specific Billing Account for which you want to run the report or type in the Billing ID. This will show calls taken from any location that is associated with the billing account Use this dropdown to display only phone calls that were recorded with the selected Call Reason Use this dropdown to display only phone calls that were recorded with the selected Lead Source Use this dropdown to select a User. Only phone calls that were created by that user will be displayed. Use this dropdown to select a User. Only phone calls that were ended by that user by either posting or aborting the phone call will be displayed. When selected, only subtotals will be displayed for the grouping options selected. Use the Sorting and Grouping options to focus the displayed result of the report on a selected set of values. Useful grouping options for this report include Taken By, Lead Source and Call Reason. SuccessWare, Inc. 157

164 Taking a Call Key Items to Remember The CALL TAKING screen can be accessed by pressing F12. Calls can be logged as Service, Concern, Other, or Sales. Press Esc to exit an open Call. Post pending and concern calls can be accessed and resolved through the PHONE CALL REVIEW form. Pressing Ctrl+C from a service call will move it to the CALL CENTER s Call Clipboard. MANAGING OPPORTUNITIES AND LEADS There may be times when you have had contact with a customer which made you aware that the customer has a need. This need may be a new furnace or water tank, for better maintenance, a club membership or even a filter change. SuccessWare21 allows you record this need on a customer's account as an Opportunity. The opportunities that you record for your customer can then be managed, followed up on and even converted to sales jobs through the OPPORTUNITY MANAGER. Better tracking and follow up of your leads will allow you to be sure that you are making the most of your opportunities and not just letting them "slip through the cracks" What is an Opportunity? In SuccessWare21, an opportunity is defined as an identified possibility to make a sale to a customer. What is a Lead? A lead is a "strong" opportunity that warrants the creation of a sales job to deliver an estimate to a customer. 158 SuccessWare, Inc.

165 Creating an Opportunity Opportunities can be created in SuccessWare21 in three different ways. Customer Opportunity Profile Multiple opportunities for a single customer can be created from this form. Job Summary A single opportunity identified during performance of a job can be created as the technician is being debriefed. In addition, the Opportunity can be marked as Lead Generated to indicate in the Opportunity Manager that a sales job should be created. Note: Opportunities created in the Job Summary will not appear in the Opportunity Manager or the Customer Opportunity Profile until the associated job is "Completed". Quote Summary (the Job Summary form associated with a sales job) Attaching an Opportunity Code to the sales job on the Quote Summary form will allow the Lead to be tracked and marked for follow up in the Opportunity Manager. What can I do with an Opportunity? The status of an Opportunity can be modified. Opportunities can be marked as Sold or Abandoned depending on the situation. Follow up dates can be identified and notes added to any opportunity. An Opportunity can be converted to a Lead which will create a sales call when desired. Adding an Opportunity from the Customer Opportunity Profile The CUSTOMER OPPORTUNITY PROFILE screen permits you to keep track of customer needs. This can aid in the identification of possible future sales opportunities and the tracking of multiple sales opportunities for a single customer. The items displayed in the CUSTOMER OPPORTUNITY PROFILE can also be converted to a mailing list by accessing the CUSTOMER OPPORTUNITY REPORT. 1. From the CUSTOMER form (or any other form that selects a customer record) press F8. SuccessWare, Inc. 159

166 2. Press Insert to display the OPPORTUNITY form. 3. Enter the date you became aware of the opportunity in the OPPORTUNITY DATE field. 4. Choose the opportunity code from the drop down in the OPPORTUNITY field. As with any drop down list, it can be modified by first pressing Ctrl+Enter. 5. If desired, select the employee who identified the Opportunity in the REFERRED BY field. 6. Check the NOTIFIED box if customer has been notified of the Opportunity. 7. Check LEAD REQUIRED indicating that a sales job needs to be created for this Opportunity. 8. Choose the SALES PERSON assigned to the Opportunity. 9. Checking SOLD will mark the Opportunity as sold. 10. Click OK to save the Opportunity. Adding an Opportunity from the Job Summary Screen Opportunities for additional sales may often be identified during the performance of a customer job. When such an opportunity occurs, the information and need for follow up can be entered during the technician debrief, directly on the JOB SUMMARY screen. Opportunities recorded in the Job Summary will show up in the CUSTOMER OPPORTUNITY PROFILE and in the OPPORTUNITY MANAGER. 160 SuccessWare, Inc.

167 1. On the JOB SUMMARY screen for any existing job, select the OPPORTUNITY GENERATED check box to indicate that an Opportunity has been identified. 2. Choose the OPPORTUNITY CODE to select the type of Opportunity that exists. As with any drop down, it can be modified by first pressing Ctrl+Enter. 3. A date to follow up on the Opportunity can be entered in the FOLLOW UP DATE field if desired. 4. Check the NOTIFIED box if customer has been notified of the Opportunity. 5. Enter any FOLLOW UP NOTES as desired. 6. Checkmark LEAD GENERATED if the Opportunity requires that a sales job be generated. Note: If you check LEAD GENERATED, the opportunity will be marked as LEAD REQUIRED. You can use this indicator in the OPPORTUNITY MANAGER to list and then create the related sales jobs. This process helps to ensure you don t forget to create the sales jobs for any LEADS GENERATED. 7. Click Save to close the JOB SUMMARY screen. The Opportunity created will be visible in the OPPORTUNITY MANAGER and in the CUSTOMER OPPORTUNITY PROFILE only after the job is marked as COMPLETE. Adding an Opportunity from a Quote Summary Follow up activity can be scheduled for existing sales calls on the QUOTE SUMMARY screen. All sales calls show up in the CUSTOMER OPPORTUNITY PROFILE and the OPPORTUNITY MANAGER once an opportunity code has been selected in the QUOTE SUMMARY. The QUOTE SUMMARY screen can be accessed from an existing sales job by selecting JOB SUMMARY from the right click menu within the JOB FORM. SuccessWare, Inc. 161

168 1. To document follow up activity for the sales job, click on the FOLLOW UP tab located in the middle of the QUOTE SUMMARY form. 2. Choose the OPPORTUNITY CODE to select the type of Opportunity that exists. As with any drop down, it can be modified by first pressing Ctrl+Enter. 3. Enter the date when you would like the follow up to occur in the FOLLOW UP field. Opportunities can be displayed by the follow up date in the OPPORTUNITY MANAGER. 4. Enter any notes regarding the follow up activity. 162 SuccessWare, Inc.

169 USING THE OPPORTUNITY MANAGER The OPPORTUNITY MANAGER can be accessed from SuccessWare21 s Main Menu, in the Marketing Section. With this Manager you can review and follow up on all opportunities and leads for all customers. The OPPORTUNITY MANAGER lists both Opportunities and Leads (Sales Jobs). Opportunity Manager Views By default the OPPORTUNITY MANAGER will display all Opportunities and Leads that have been marked for follow up by entering a date in the FOLLOW UP field. The view can be changed by selecting one of the view indicator buttons located in the top left corner of the screen or by choosing the desired view from the right click menu. All lists all opportunities with an opportunity date in the date range specified. Create Leads lists all opportunities marked lead required. Follow Up lists all opportunities and leads with a follow up date <= today. Unscheduled lists all opportunities and leads with follow up notes, but no follow up date. Chain lists all opportunities and leads related to the currently selected opportunity. SuccessWare, Inc. 163

170 The list of opportunities can be further filtered using the 6 filter options. The filter options offered are cumulative, meaning that the list of opportunities in the view will include all that meet any of the filter criteria you select. Notified- This filter will include opportunities in which the notified checkbox has been selected. The notified checkbox is available when creating an opportunity from the Job Summary or the Customer Opportunity Profile (F8). Not Notified- This filter will include opportunities in which the Notified checkbox has not been selected. The notified checkbox is available when creating an opportunity from the Job Summary or the Customer Opportunity Profile (F8). Open- This filter will include any opportunity or lead that has not been marked as abandoned or sold. Done- This filter will include any opportunity which has been marked as abandoned or sold or has been converted to a lead. It will also include Leads that have been sold or have been closed without being sold. Opportunities- This filter will display opportunities that do not have a an associated lead (sales job). Leads- This filter will display a listing of leads. Opportunity Manager Right Click Options In each view of this form, you can right click on the grid for the popup menu. In this popup menu, you will find multiple options. Edit- This will open the OPPORTUNITY FORM, or the JOB SUMMARY for opportunities that were recorded on the Job Summary. Edit Note- Allows editing of the note for the selected Opportunity Move to History- This will move these follow up notes to the history view, and clear the follow up date and notes for the next follow up action if desired. The history tab will be selected to show you the new history entry. New Follow Up- After moving current follow up notes to History, this option will allow the entry of new follow up notes. Sold- This indicates the opportunity was sold without a sales job, possibly phone sales. The opportunity will be marked as done with the status of sold. Opportunities currently marked as lead required cannot be marked sold. You must first remove the lead required check Abandon- This indicates you did not sell the opportunity and are done with it and do not desire any follow up. The opportunity will be marked as done with a status as abandoned. 164 SuccessWare, Inc.

171 Convert- Selecting this option will close the opportunity and create a new sales job that is linked to the Opportunity. Print Grid- This option will allow printing of the complete grid as it is displayed. Customer Opportunity Report- This will open the criteria screen for the CUSTOMER OPPORTUNITY REPORT. Opportunity Status Indicators The status of each Opportunity shown in the grid is indicated by the icons listed for each Opportunity. Icon Description Function White arrow in red circle Red x Yellow dollar sign Green dollar sign Red dollar sign Yellow arrow Green arrow Red Arrow Paper quote lead required (lead generated from job summary) abandoned open lead done, sold done, no sale converted opportunity or continued lead, still open converted opportunity or continued lead, closed, sold converted opportunity or continued lead, closed, not sold Lead OPPORTUNITY FOLLOW UP AND HISTORY The primary purpose of the OPPORTUNITY MANAGER is to allow for the viewing and editing of Opportunity and Lead information. Using the available tools in the OPPORTUNITY MANAGER will help to ensure that no Opportunity or Lead is missed and that each one is followed up on in a timely manner. When an Opportunity or Lead is selected in the grid, there are three tabs available on the right side to view and edit information. SuccessWare, Inc. 165

172 Editing Opportunity Notes Notes may be viewed or edited for any Opportunity on the Notes tab located to the right of the grid. After selecting the desired opportunity, click the Edit Note button. If a Lead is selected in the grid, the Notes tab displays the Lead Notes from the sales job. 1. Select the desired Lead or Opportunity in the grid on the left side of the OPPORTUNITY MANAGER. 2. Select the NOTES tab and click the EDIT NOTE button. 3. Enter the desired notes. 4. Click the Save button at the bottom of the NOTES tab. Recording Follow Up Information On the Follow Up tab follow up date and notes can be recorded or viewed. If no follow up information exists for the Opportunity. 1. Right click on the Opportunity in the grid and choose NEW FOLLOW UP. 2. Enter the desired date in the SCHEDULED FOLLOW UP DATE field. 3. Enter any desired notes and click the SAVE button. If there is existing Follow Up information, you will first need to move it to History by clicking the MOVE TO HISTORY button. Historical information can be viewed on the History tab. 166 SuccessWare, Inc.

173 Converting an Opportunity to a Lead When a listed Opportunity is strong enough to warrant scheduling a sales job, it can be converted to a lead (sales job). Converting an Opportunity will create a sales job that is linked to the original Opportunity. The Opportunity will be marked as Done with a status of Lead Created. 1. Right click on the desired Opportunity and choose CONVERT. 2. The Sales Job form will display and can be filled out and scheduled as any other job. CUSTOMER OPPORTUNITY REPORT Opportunities Report The Opportunities Report allows you to report on customers that have had opportunities recorded in their Customer Opportunity Profile. By running the report you can display customers who have been marked with a particular opportunity or group the report to see which technician is making the most recommendations. The opportunities report can also be used to remind you to send thank you letters to installation customers or to help you print a list of customers that you have marked as good references via the Opportunity field. A Marketing List can be created based upon customers who appear in the results of the report. SuccessWare, Inc. 167

174 Report Options Date Range Opportunity Notified Only/Not Notified Done/ Not Done Sorting and Grouping Description Use this Date Range to return any opportunities with an Opportunity Date within the specified range Use this dropdown to select a single opportunity on which you want to report Checkmark these options to include only opportunities that have or have not had the Notified field marked. Leave both fields blank to return both Checkmark these options to include only opportunities that have or have not had the Done field marked. Leave both fields blank to return both Use the Sorting and Grouping options to focus the displayed result of the report on a selected set of values. Useful grouping options for this report include Opportunity Code and Referred By SALES LEAD TRACKING Sales lead tracking involves the process of creating sales calls, generating a quote and then tracking the results of the sale call. This process can also include the creation of commission wages based upon successful sales calls. 168 SuccessWare, Inc.

175 Sales lead tracking is set up to use the standard approaches to call taking, creating jobs and assignments. Use the same methods for maintaining the Sales Job progress (assigned, dispatched, completed, etc). A Sales call also can be right clicked on and a Call Sheet can be printed. This Call Sheet can be used by the salesperson to record information about the Sale Call. When leads (Sales Jobs) are completed the standard Invoice form becomes a Quote form in which you may enter the information quoted. The Quote form does not allow for entering cost items etc, but merely allows the listing of quoted items. The printed invoice becomes a printed QUOTE. NOTE: Since there is no AR activity for quotes, the Invoice/Quote form does not allow you to Post. When the actual Sales call is completed the debriefing that occurs with the salesperson will be recorded through the Job Summary option as you normally would. However, the Job Summary option will give you access to a Sales Tracking form which allows you to record information specific to a sales call. This information forms the basis of the Sales Lead Tracking report. The Sales Tracking report that will give you all of the flexibility needed to track your closing rates and average sales by any type of groupings. This report may be exported as a text file for use in external spreadsheets, etc. It may also be used to create marketing lists as well. Sales Tracking Setup In order to make use of the Sales Lead Tracking functionality in SuccessWare21, there are a number of Reference Tables that must be properly set up. These Reference Tables will allow for sales jobs to occur as well as offer the drop down list options which will be used in summarizing the results of the sales call. Setting Up Job Classes, Job Types and Call Reasons for Sales Tracking Before you can run a sales call, you must make an adjustment to the Job Class reference table. At least one of your classes must have the IsSaleEst flag selected. Any job that is created using the IsSaleEst job class will behave differently than a normal service job. Notably, a quote will be created instead of an invoice and the Job Summary option will open Sales Tracking form If you do not create a Job Class that is flagged as IsSaleEst, you will not be able to create Sales Jobs. You may elect to have more than one Job Class that can be used for leads, such as Sales-Commercial and Sales-Residential, however, use these Job Classes sparingly; as you should create Job Types to further identify the type of sales lead. Once these Job Classes have been created/modified you need to examine your Job Types reference book to be sure that the appropriate Job Type (those that are for Sales Jobs) have the appropriate Job Class attached to them. SuccessWare, Inc. 169

176 In addition to the addition to the Job Class table, you may want to create a Call Reason code that references your new Sale Job Class. This way when a customer calls in and needs an Estimate, selecting the associated Call Reason will result in the creation of a Sales Job. Additional Reference Table Setup for Sales Tracking The following tables need to be completed in order for you to fully use Sales Lead Tracking information.. These tables will supply the values that will be added to the Sales Tracking form when debriefing a sale job and as filters in the Sales Lead Tracking report. Sales Status Identifies whether the Sales call has resulted in a quote or not. Sales Result Identifies whether the Sales Job sold, did not sell or is still pending. Sales Reason Used to indicate why a sale didn't occur (One Legger, Price, etc) Standard Equipment -- Is used to identify the type of equipment quoted. Sale Unit Type Is used to further describe the quoted equipment (Standard, Deluxe, Premium) Employee Setup - Once you have added new Job Classes and Job Types, you will want to edit your employee setup and mark which employees perform the new Job Classes and Job Types. Recording Sales Tracking Information Once you have booked and run the sales call you will need to record Sales Tracking information. This Sales Tracking information is recorded by choosing the Job Summary option on a Sales Job. The Job Summary option is available by right clicking: On a Job in the Call Center On a Job in the Job Manager In the background of a Quoted Invoice 170 SuccessWare, Inc.

177 The SALES TRACKING form is available for you to continue to edit throughout the sales process. You can record the original sales job information as the job is completed, edit again once the quote is completed and finally make additions after the resulting sold job is completed. The Quote $ comes off of the quoted invoice, it can not be entered manually. The ACTUAL $ is entered manually once the resulting job is completed. Note: There are separate check boxes for [] Sold and [] Credit Reject. There are independent of each other, and should both be used when a sale was made, but lost because of a credit reject. It is possible to pull these in a report that could be used if you are able to find an alternative financing option. Creating a Sales Quote A Sales Quote, instead of an invoice, is created as the result of a Sales Job. The Quote form is accessed using the same methods as opening an Accounts Receivable invoice, such as pressing F10 while you have the call selected. Once you have opened the quote you can add make additions to it just as you would on a standard Accounts Receivable invoice. The quote can be created as a Quick Entry quote using flatrate codes from the PriceBook or you can choose to build a Cost Plus quote and use a time and material methodology. The total amount of the Quote will be carried over to the Sales Summary form. SuccessWare, Inc. 171

178 The Sale as well as Job Costing information from the Sales Quote can be copied to the invoice that is created for a sold sales job. Quote Print Options Once you have entered a Sales Quote in SuccessWare21 you also have the opportunity to print the quote with introductory and closing paragraphs as well as acceptance text and a signature lines. These paragraphs of information can be set as default quote print settings and can be modified on a quote-to-quote basis. Setting Default Quote Print Settings 1. From the SuccessWare21Main Menu, select Setup in the left column and then Company in the right column. 2. In the Company Setup window, select the INVOICES/STATEMENTS/ACCOUNT REGISTER tab. 3. Select Edit to edit the Company setup. 4. Select the Quotes button. This will open the DEFAULT QUOTE PRINT SETTINGS window 5. Select Print Task Notes...to print the Task Notes associated a task when the task appears as a line item on a quote. This text printed is referenced from the TASK NOTE field of the task in the PriceBook. This will only apply when using the Detailed or Summary print option when printing the quote. 6. Select Print Payment Options to print the payment options you make available to customers at the end of the quote. 7. In the INTRODUCTION, CLOSING and ACCEPTANCE tabs, enter any text that you would like to print on the quote. Introduction Text- Will add a paragraph of text to print at the top of the quote. Closing Text- Will add a paragraph of text to print after the Quote Total near the end of the quote. Acceptance Text- Will add a paragraph of text to print at the end of the quote. This text will print along with signature lines for both customer and salesperson signatures. 172 SuccessWare, Inc.

179 8. Click OK to Save your default settings. Note- Existing quotes will not automatically inherit changes made to the default quote print settings. If you want an existing quote to print using these settings, open the quote, right click in the lower portion of the quote and select Quote Print Settings. Choose the Reset button to attach the new default print settings. Changing Quote Print Options on an Individual Quote When a quote is created, the default print settings are copied onto the quote. These settings can be changed on an individual quote. To access the quote print settings and change these features for an individual quote 1. Right click in the lower portion of the quote. ( The quote must not be in edit mode) 2. Select Quote Print Settings. This will open the quote print settings dialog where you can modify these features for the individual quote. 3. Make any changes that you wish to the print settings for the quote 4. Click OK to Save the changes. Note: If you modify the default print setting, but decide to wish to return to the default settings, you can select Reset to return these features and text to the default quote print settings. Printing a Quote Once you have chosen the print settings you wish to use on a quote, select the Preview button at the bottom of the Quote Form. Select the printer icon in the upper left corner of the Preview window to access print options and print the quote. SuccessWare, Inc. 173

180 Creating a Job from a Sales Call When a Sales Call is run, that results in a sale, SuccessWare21 allows for the conversion of the sold sales call to a new job. The Quote Summary form, which allows for the recording of information related to the sales call and forms the basis for the Sales Lead Tracking report, now offers a button which allows you to create a job. This "Quote to Job" functionality also allow for the copying of the line item and cost detail from a sales quote to the invoice of the newly created job. Additionally, the part detail information from the Sales Quote can be copied to a new part requisition. To Create a Job from a Sales Call 1. Open the QUOTE SUMMARY form for the Sales Call by right clicking on the Sales Job in the CALL CENTER, in the JOB MANAGER or in the background of the SALES QUOTE and selecting Job Summary. 2. In the QUOTE SUMMARY form, mark the SOLD checkbox and record the SOLD DATE. You can also record the ACTUAL$ amount if you already know it. 174 SuccessWare, Inc.

181 Note: If you post an invoice for a job created from the sales job, the ACTUAL$ field of the QUOTE SUMMARY form will override to display the actual invoice total. 3. In the Quoted Job area of the QUOTE SUMMARY form choose the JOB CLASS and JOB TYPE of the new job that you would like to create. 4. Click the Create New Job button. 5. Confirm that you want to create a quoted job by clicking OK 6. The JOB form for the related quoted job will open. Make any necessary adjustments to the Job then schedule and assign the job as you normally would. SuccessWare, Inc. 175

182 Copying an Invoice from a Sales Quote If you have already built a detailed sales quote for a sales job and the job results in a sale, you will not have to renter the information in the job's invoice. SuccessWare21 allows you to copy the Line Item and Cost Detail from a completed Sales Quote to the Accounts Receivable Invoice associated with a Job. To Copy an Invoice from a Sales Quote 1. Open the Invoice associated with the job 2. Enter and INVOICE DATE, choose a BILLING ACCOUNT if necessary and click the Save button. 3. Right click in the background of the Invoice form and choose Copy Quote 4. A dialog box will open that asks you to confirm that the propers sales job number is selected. If you have not created the job directly from the QUOTE SUMMARY form you will have to enter the sales job number associated with the quote. 5. Click OK to copy the quote 6. The Line Item detail as well as any associated Cost Detail will be imported into the invoice from he quote. 7. Make any additions to the invoice as needed. Creating a Purchase Order from a Sales Quote If you need to generate a Purchase order to order parts for a job that was created from a sales job, you can use the quote information to automatically populate the Purchase Order. The detail which was listed on that quote either manually or via included flatrate tasks which contain Part and Miscellaneous detail, you do not need to enter all those parts again. You can import the listed cost detail from the quote onto the Purchase Order. To Copy Quote Detail to a Purchase Order 1. Open a Purchase Order from the job in the Call Center (right click on the job, Job materials, New Purchase Order) or choose the Job from the Job Number field of the Purchase Order 2. Choose a Vendor from which you want to purchase the items 3. Right click in the background of the Purchase Order item grid and choose Copy Quote 176 SuccessWare, Inc.

183 4. A dialog box will open that asks you to confirm that the proper sales job number is selected. If you have not created the job directly from the Quote Summary form you will have to enter the sales job number associated with the quote. 5. Click OK to copy the list of part detail from the sales quote 6. The Part Detail will be imported into the Purchase Order from the quote. 7. Make any additions or changes to the Purchase Order as needed. Creating a Requisition from a Sales Quote When pulling parts from inventory for a job through a requisition, if you did a quote and listed out all the detail on that quote, you do not need to enter all those parts again. You can import the listed cost detail from the quote onto the requisition. To Copy Quote Detail to a Requisition 1. Open a Requisition from the job in the Call Center or choose the Job from the JOB NUMBER field of the Requisition. 2. Choose a Warehouse from which you want to pull the items 3. Right click in the background of the Requisition form and choose Copy Quote 4. A dialog box will open that asks you to confirm that the proper sales job number is selected. If you have not created the job directly from the QUOTE SUMMARY form you will have to enter the sales job number associated with the quote. 5. Click OK to copy the list of part detail from the sales quote 6. The Part Detail will be imported into the Requisition from he quote. 7. Make any additions or changes to the Requisition as needed. SuccessWare, Inc. 177

184 Closing a Sales Job Sales Jobs do not automatically close as a regular service job does in SuccessWare21. This is because is no invoice to be posted for Sales Jobs. (Posted invoice is normal requirement of a closed job). Therefore, in order for a Sales Job to be closed, and no longer cause the Open Job indicator to display on a customers record, the Sales Job must be manually closed. To Close a Sales Job: 1. Once you have completed the Sales Job (including the completion of timecard entries) Highlight the Sales Job you wish to close either in the JOB MANAGER, CALL CENTER or CUSTOMER HISTORY and press F9 to open the JOB FORM. 2. Right click in the background of the JOB FORM and select Close Job. The Job will be marked as closed and the indicator on the customer record will change from Open Job to History (Which indicates the customer has past history) Sales Tracking Report The SALES LEAD TRACKING report will gather the sales information recorded in the QUOTE SUMMARY form and compiles it into a complete report of sales activity. To Run the Sales Lead Tracking Report 1. Open the REPORT GALLERY 2. Select the Management Group 3. Double click on the Sales Tracking report 4. Choose the appropriate options in the report form. Note: The report can be run based upon the Estimate Date (the date of the sales call) or by the Actual Date the job sold. 178 SuccessWare, Inc.

185 5. Print the Report SuccessWare, Inc. 179