6- Customer Service Exercises

Transcription

1 6- Customer Service Exercises EXERCISE 1-ADD NEW CUSTOMER WITH A CARBON COPY AND ALTERNATE BILLING ACCOUNT In this exercise you will add a customer through the Customer Search screen. You will add a Carbon Copy as well as Alternate Billing Account to the location 1. Press Ctrl+F12 2. Click the New button 3. Type Howard in the FIRST NAME field 4. Tab to the LAST NAME field and type Krebs 5. Tab to the TITLE filed and select Mr. 6. Continue to Tab through the fields and enter the following information: 7. ADDRESS: 34B Foxberry Dr 8. ZIP: PHONE: EXT: Home 11. PHONE2: EXT: Cell 13. SOURCE: Radio 14. TYPE: Condo 15. Checkmark OWNER OCCUPIED 16. SERVICE CONTACT: Howard work sw21trainingcustomer@gmail.com 18. DIRECTIONS: Transit to French, past Quebecor Printing, Left on Foxberry 19. Right click in the BILLING ACCOUNTS area and choose New Carbon Copy Account SuccessWare, Inc 1

2 20. In the TERMS field select COD 21. Click Save 22. Click the Edit button at the bottom of the LOCATION form 23. Right Click in the Billing Accounts area and select Add Billing Account 24. In the search form that opens, tab to the LAST NAME field and click the Company option 2 SuccessWare, Inc.

3 25. Type Everett and press Enter 26. Press Enter to add the billing account to the Service Location 27. Press Esc to close the LOCATION form EXERCISE 2- ADDING ARCHIVED HISTORY TO A CUSTOMER In this exercise you will add service history to a customer that represents work which happened before the customer was added to SuccessWare. 1. Press Ctrl+F12 2. Tab to the LAST NAME field and type Sokero then press Enter 3. Press Enter to open the customer s information screen SuccessWare, Inc 3

4 4. Press F5 to open the customer s SERVICE HISTORY 5. Press Ctrl+H or click to open the ARCHIVED HISTORY window 6. Right click in the grid and select Add History or click 7. In the JOB NUMBER field type Tab to the INVOICE NUMBER field and type INV Tab to the JOB DATE and type Tab to the JOB CLASS and type Service 11. Tab to the JOB TYPE and type HWTR 12. Tab to the DEPARTMENT field and type Tab to the TECH field and type Tim 14. Tab to the TOTAL BILLED field and type Tab to the AMOUNT PAID field and type Tab to the NOTES field and type Replaced thermostat on water heater 4 SuccessWare, Inc.

5 17. Click OK to save the history 18. Press Esc to close the history screen. EXERCISE 3- ADDING EQUIPMENT AND WARRANTIES TO A SERVICE LOCATION In this exercise we will add equipment and a warranty to the record of a customer who has recently had an installation performed. 1. Open the CALL CENTER to July 20, 2017 and click on the Frank Menza call assigned to Brandi and Steve 2. Press F6 to open the EQUIPMENT window 3. Press Insert to add a new piece of equipment 4. From the EQTYPE dropdown, select Boil-G- Gas Boiler 5. Tab to the MANUFACTURER field and choose Dunkirk 6. Tab to the SIZE field and type 190 MBH 7. Tab to the MODEL# field and type Q95M Tab to the SERIAL# field and type Tab to the LOCATION field and type Basement 10. Checkmark the INSTALLED BY US field 11. Tab to the INSTALL DATE field and type Tab to the INSTALLED BY and type Brandi 13. Tab to the INSTALL CALL ID field and type SuccessWare, Inc 5

6 14. Tab to the SOLD BY field and type Rick 15. Tab to the CONDITION field and type New 16. Tab to the EVALUATED BY and select Brandi 17. Tab to the EVALUATION DATE field and type Click Save Adding a Warranty to a Piece of Equipment 19. Right click in the WARRANTIES grid at the bottom of the EQUIPMENT window 20. Choose New Warranty 21. From the WARRTYPE dropdown select 1YR-L. 22. Tab to the START field and type 7/20/ Press Enter to save the warranty 24. Press Alt+Ins to add another warranty 25. From the WARRTYPE dropdown select 15 Year Heat Exchanger 26. Tab to the START field and type 7/20/ Tab to the VENDOR field and type Dunkirk 28. Press Enter to save the warranty 6 SuccessWare, Inc.

7 Adding Warranty Reserve to an In House Warranty 29. Right click on the One Year Labor warranty and choose Update Reserve 30. Click Yes to save changes 31. Tab to the RESERVE AMOUNT field and type Tab to the DEPARTMENT field and choose 21-Residential Replacement 33. Click Post 34. Click OK to confirm post 35. Close the EQUIPMENT window and the open Customer. EXERCISE 4 INVOICING A JOB AND CHARGING BOTH AN IN-HOUSE AND THIRD PARTY WARRANTY In this exercise you will invoice a repair on a piece of equipment. Part of the repair will be billed to an in-house warranty and the other part will be billed to a third party warranty holder. 1. Open the CALL CENTER to July 20, 2017 and click on the Ballard call assigned to Drew 2. Press F10 to open the invoice 3. Enter 0720 in the INVOICE DATE field 4. Tab to the ITEM GRID and press Insert to add a line item 5. Type DIAGR in the ITEM NUMBER field and press Enter to save the line 6. Press Insert to add another line item 7. Press the down arrow to open the SEARCH form 8. Tab to the DESCRIPTION and type %labor 9. Highlight Standard Labor and press Enter to add it to the invoice 10. Tab to the Description field and type Warranty covered labor for replacement of fan motor. 11. Press Enter to save the line item. 12. Select the Labor line Item. SuccessWare, Inc 7

8 13. Click the Equip button and checkmark the AC unit listed in the window. 14. Click OK 15. Right click on the Labor line item and select Add Timecard Labor 16. Checkmark both timecard entries and click OK. 17. Make note of the total cost of the labor to perform the repair ($43.75) 18. Press Esc to close the COST ENTRY window 19. Select the Labor line item and press Enter to edit 20. Tab to the UNIT PRICE field and type then press Enter to save 21. Click the Charge W button, highlight and select the 1Year Labor Warranty 22. Click the Apply Pmt button 23. Tab to the Amount field to fill in the total and then click Save Changes 24. Post the Invoice 25. Right click at the bottom of the invoice and select GL Review 8 SuccessWare, Inc.

9 26. In the upper left corner of the invoice click the plus sign after the INVOICE# 27. Click Yes 28. Type in the DATE field 29. Tab to the BILLING ACCOUNT field and use the drop down to select Carrier from the list of General Billing Accounts 30. Press Insert to add an item to the invoice 31. In the CODE field type then press Enter to save the line 32. Click the Equip button, select the AC Unit and then click OK 33. Post the Invoice SuccessWare, Inc 9

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11 EXERCISE 5- CREATING A JOB AND ADDING A PERMIT THROUGH THE CUSTOMER INFORMATION SCREEN In this exercise you will open an existing customer and add a job as well as permit to the customer. 1. Press Ctrl+F12 to open the CUSTOMER SEARCH screen 2. Tab to the LAST NAME field and type Krebs and then press Enter 3. Press Enter to open the customer 4. Press Insert to create a new job 5. Tab to the CLASS field and select Electrical 6. Continue to Tab until you reach the JOB TYPE field 7. In the JOB TYPE field select Electrical Repair/Service 8. Tab to the LEAD SOURCE field and select Radio (this was the customer s location lead source) 9. Tab to the SCHEDULED DATE field and type 07/19/ Choose the AM button 11. Press F11 to open the JOB INSTRUCTIONS 12. Type Customer would like us to install an electrical outlet in his shed 13. Press Esc to close the notes 14. Click Save SuccessWare, Inc 11

12 15. Right click in the background of the job and select Permits or click the button. 16. Press Insert or click New to add a new permit 17. In the PERMIT NUMBER field type BE In the DATE ISSUED field type 07/20/ In the EXPIRATION DATE field type 09/21/ Tab to the PERMIT TYPE field and select Outdoor Electrical Installation 21. Tab to the PERMIT ISSUING AGENCY field and select Town of Cheektowaga 22. Tab to the CONTACT field and type Roger Harris 23. Click on the DUE DATE field on the Rough Stage and type 07/22/17 12 SuccessWare, Inc.

13 24. Click Save 25. Click Close 26. Press Esc twice to close the job and the customer. EXERCISE 6- TAKING A PHONE CALL FROM AN EXISTING CUSTOMER In this exercise you will take a phone call from an existing customer and create, schedule and assign a new service job for them. You will also attach an upcoming agreement visit to the new job. 1. Press F12 and then Insert to add a new phone call 2. From the REASON drop down, select Plumbing Problem/Service 3. Choose the FEMALE option 4. Tab to the DETAIL field and type Customer cannot get the pilot light lit on her water heater. 5. Tab to the PHONE number field and type Tab from the field and press Enter to select Mary Amore from the search results pane. 7. Tab to the SOURCE field and select Club Member 8. Press Page Down to open the SERVICE portion of the CALL TAKING form SuccessWare, Inc 13

14 9. Tab to the TYPE field and select Pilot Relight 10. Make note of the indicator at the top of the Call Taking for showing that the customer has a Visit Due in the month of August. 11. Click the Visit (No visit attached) button, checkmark the August Annual Heating visit and click OK 12. Click No to prevent the JOB CLASS from changing. 13. Press Ctrl+C to move the call to the CALL CENTER 14. Navigate to July 22 nd and drag the call from the BROWSE window to Drew at 9am 15. Return to the DETAIL Notes field and add While onsite, perform scheduled AH agreement visit 16. Press Esc to end the call 17. Choose Post and click OK 18. Click Yes to confirm creation of a job and attachment of the visit. 14 SuccessWare, Inc.

15 19. Close the CALL TAKING form 20. Open the CALL CENTER and navigate to July 19 th 21. Place your mouse pointer at the end of the Amore call on Drew s schedule. You will see a double-headed arrow. 22. Hold the left mouse button down and drag the end time of the call to 11:30am EXERCISE 7- TAKING A PHONE CALL FROM AN EXISTING CUSTOMER In this exercise you will take a call from an existing customer, Book and assign a service call for them and then complete the call through the invoice. 1. Press F12 and then Insert to add a new phone call. 2. In the REASON drop down select Requires General HVAC Service 3. Choose Male in the GENDER area 4. Tab to the DETAIL field and type, Customer would like the duct cleaning special that we advertised in the paper. He has 10 registers 5. Tab to the LAST NAME field and type Dickson SuccessWare, Inc 15

16 6. Tab out of the field to display the Customer Search results 7. Press Enter to select Ronnie Dickson 8. Tab to the SOURCE field and select Newspaper 9. Press Page Down to open the SERVICE portion of the phone call 10. Tab to the TYPE field and select Duct Cleaning Service 11. Press Ctrl+C to add the call to the BROWSE window in the CALL CENTER 12. Navigate to July 19 th in the CALL CENTER and drag the call to the Unassigned Bar at 1pm. 13. Press Ctrl+D to open the DIRECTIONS AND EQ INFO screen 14. In the EQ TYPE drop down select the listed Amana High Efficiency furnace 15. Press Esc to close the EQUIPMENT window 16. Press ESC to end the phone call 17. Post the phone call 18. Click Yes to confirm the creation of a new job. 16 SuccessWare, Inc.

17 EXERCISE 8- ASSIGNING CALLS TO TECHNICIANS In this exercise you will assign a call that has been scheduled for 7/19 to a technician. Then you will assign another call on the 19 th to two technicians. 1. Open the CALL CENTER and navigate to July 22 nd 2. In the CALLS LIST on the right side of the CALL CENTER, right click on the CALL LIST header and select Calls with No Time There will be one remaining call in the list 3. Select the call and confirm that it is the Krebs call 4. Use the mouse to drag the call to Tim at 9am 5. Right click on the CALLS LIST Header and select Calls with no time again to turn off the filter Assigning a Call to Multiple Techs 6. Select the Dickson call in the UNASSIGNED bar at 1pm 7. Use the mouse to drag the call to Drew at 1pm 8. Click Yes to confirm allowing the scheduling conflict 9. Hold down the Ctrl key on the keyboard. While holding the key down, drag the call from Drew to Nick at 1pm being sure to continue to hold down Ctrl as you let go of the mouse button. SuccessWare, Inc 17

18 EXERCISE 9- RECORDING CALL PROGRESS AND JOB SUMMARY INFORMATION In this exercise you will record job-related timecard entries as well as Job Summary (Debriefing) information for jobs. Krebs Call 1. Open the CALL CENTER to July 19 th 2. Right click on the Krebs call on Tim s schedule and select Call Progress 3. Click into the DISPATCHED field and type Tab to the ONSITE field and type Click on the Job Summary button 6. Click into the WORK DONE notes and type Ran new line from existing outdoor breaker box and installed 2 grounded outlet boxes in shed 7. Select the Invoice Info tab 8. Tab to the INVOICE TOTAL field and type Tab to the MONEY TASK COUNT and type Tab to the BILLABLE HOURS field and type Tab to the AMOUNT COLLECTED field and type Tab to the PAY METHOD field and choose Check 13. Tab to the CHECK NUMBER field and type SuccessWare, Inc.

19 14. Click Close 15. Tab to the COMPLETED field of CALL PROGRESS and type Click OK 17. Click OK to indicate that the call is complete and the Job is closed. Dickson Call 1. Right Click on the Dickson Call and select CALL PROGRESS 2. Enter the following times for both assigned technicians: Dispatched: 12:45 Onsite: 1:05 Completed: 4:15 3. Click the OK button 4. Uncheck Complete the call and click OK 5. Right click on the Dickson call on Drew s schedule and choose CALL PROGRESS SuccessWare, Inc 19

20 6. Press Insert to add another tech to the call and select Drew 7. Click into the ONSITE field and type Click the Job Summary button 9. Tab to the WORK DONE field and type Performed duct cleaning with 10 registers. Sold customer 1 year maintenance agreement and performed first visit. 10. Select the Opportunities tab. 11. At the top of the form checkmark AGR SOLD 12. Tab to the TYPE field and select Maint1 13. Tab to the YEARS field and type Tab to the AMOUNT field and type Checkmark FULL PAY 16. Select the Invoice Info tab 17. Tab to the INVOICE TOTAL field and type (This is the toal amount the customer was billed for this job.) 18. Checkmark OVERRIDE. 19. Enter in the AGREEMENT VISIT VALUE field. 20. Tab to the VALUE OF AGREEMENTS SOLD AND BILLED field and enter Tab to the MONEY TASK COUNT field and type Tab to the BILLABLE HOURS field and type Tab to the AMOUNT COLLECTED field and type Checkmark CONTRACT MAINTENANCE 25. Close the Job Summary 26. Click into the Completed field for Drew and type Click OK 28. Click OK to indicate that the call is complete and the Job is closed EXERCISE 10- RESCHEDULING A JOB In this exercise we will reschedule a job that we could not complete before the end of the day 1. Open the CALL CENTER to July 19 th and find the Battista call assigned to Drew 2. Select the Call and press F11 to open the JOB INSTRUCTIONS. 20 SuccessWare, Inc.

21 3. Press Enter and type 7/19- Could not get to call, we will need to go on the 20 th 4. Right click on the Call, highlight Reschedule, point to Next Day and choose Same Time EXERCISE 11- CONTINUE A CALL In this exercise we will continue a call that was previously marked as Holding for Parts. 1. Open the JOB MANAGER 2. Press the Enter button to bring up a list of all jobs 3. Click the Filter button at the top of the Job Manager (It now says All Jobs) 4. In the Job Status column, checkmark HP (Holding for Parts) SuccessWare, Inc 21

22 5. Click the Close button 6. Be sure that the Toporczyk job is selected and press F9 to open the job 7. Click the Edit button 8. Click into the JOB STATUS field and delete HP 9. Click Save 10. Take note that the initial appointment was on July 18th and assigned to Nick 11. Press Esc to close the job, customer and JOB MANAGER 12. Open the CALL CENTER and navigate to July 18 th 13. Right click on the Toporczyk job and select Add call, then Browse. 14. Navigate to Friday the 21 st 15. Drag the Toporczyk call from the Browse window to Nick at 9am 16. Click Yes to confirm keeping the existing assignments. EXERCISE 12- UNSCHEDULING A JOB In this exercise, we will unscheduled a job for a customer who had to leave town and will call us upon return to reschedule. 1. Open the CALL CENTER to July 20 th 2. Select the Ptak call assigned to Tim at 1pm 3. Press F11 to open the job instructions 22 SuccessWare, Inc.

23 4. Click IN FRONT of the existing job instructions and press Enter to insert a new line of notes 5. Press the up arrow on the keyboard and type 7/20- Customer called, has to go out of town on business. Still wants work done, but will have to call next week to reschedule 6. Press Esc to close the notes 7. Right click on the Ptak call and point to Unschedule, then select for Another day EXERCISE 13- ON YOUR OWN- - ASSIGNING, COMPLETING AND CONTINUING A CALL Open the CALL CENTER to July 20 th. Find the Dawnly Call in the UNASSIGNED bar and assign it to Tim at 2pm Tim was sent to the call, however when he arrived, there was no one at home. Record a note in the JOB INSTRUCTIONS that identifies this Record the following times in CALL PROGRESS for the Dawnly call on its original day - Dispatch- 1:45 - Onsite- 2:05 - Completed at 2:10 Click Yes to mark the call as Complete and Close the job SuccessWare, Inc 23

24 Add an additional Dawnly call for the Next Day, Any Time and Maintain the Existing Assignments EXERCISE 14- RECORDING NON-JOB RELATED TIMECARD ENTRIES In this exercise you will record timecard entries that are not related to a job, such as lunch, shop time or time spent traveling to the supplier. 1. Open the CALL CENTER to July 19 th and right click on Drew s name in the ASSIGNMENTS area. 2. Choose Timecard 3. Click the Modify button 4. Press Insert to add a new entry 5. In the STATUS dropdown, select Parts Run 6. Tab to the IN field and type 11:30 7. Tab to the OUT field and type Click Accept 9. Press Insert to add another entry 10. In the STATUS field select Lunch 11. Tab to the IN field and type Tab to the OUT field and type 12: Click Accept 14. Press Insert to add another new entry 15. In the Status field select Parts 16. Tab to the IN field and type 4: Tab to the OUT field and type 4: Click Accept 24 SuccessWare, Inc.

25 19. Close the timecard On Your Own 20. Add a Lunch entry for Nick on the 19 th from 11:45 to 12: Add a Shop entry for Nick on the 19 th from 4:15 to 5:00 EXERCISE 15- USING THE TIMECARD ASSISTANT TO CREATE MULTIPLE TIMECARD ENTRIES AND A VACATION ENTRY In this exercise you will use the Timecard Assistant to create a timecard entry for a meeting for all of the technicians on staff and to put one of your techs on vacation for a week Staff Meeting 1. Right click anywhere in an empty spot on the ASSIGNMENT grid of the CALL CENTER and select Timecard Assistant. 2. Tab to the STATUS field and select Meeting 3. Tab to the TIME IN field and type 7:30 4. Tab to the TIME OUT field and type 8 5. Tab to the COMMENT field and type Staff Meeting SuccessWare, Inc 25

26 6. In the ON THE DAYS area, select Monday. 7. On the right side of the TIMECARD ASSISTANT, click the Add button 8. On the right side of the SELECT EMPLOYEES window, choose SELECT FROM FILTERED LIST 9. In the SELECT FROM list, only check Technician 10. In the employee list on the left, right click and choose Check All 11. Click OK 12. Click Create 13. Click on the week of July 24, 2017 in the calendar 26 SuccessWare, Inc.

27 14. Enter 2 in the FOR THE NEXT WEEKS area 15. Click OK 16. Click Close to close the TIMECARD REVIEW Tech Vacation Time 1. Right click anywhere in an empty spot on the ASSIGNMENT grid of the CALL CENTER and select Timecard Assistant. 2. Tab to the STATUS field and select Vacation 3. Tab to the TIME IN field and type 8 4. Tab to the TIME OUT field and type 4 5. Tab to the COMMENT field and type Vacation Day 6. In the ON THE DAYS area, select Monday-Friday SuccessWare, Inc 27

28 7. On the right side of the TIMECARD ASSISTANT, click the Add button 8. Double click on Nick s name in the employee list and then click OK 9. Click the Create button 10. Use the Calendar on the right to click on Monday, August 7, Click OK to create the entries 12. Close the TIMECARD ASSISTANT EXERCISE 16- TAKING A CONCERN CALL FROM A CUSTOMER In this exercise, you will take a call from an existing customer. The call will be classified as a concern call and it will be related to a previously performed service call. 1. Press F12 2. Press Insert 3. Select Concern Call from the REASON field and press Enter 28 SuccessWare, Inc.

29 4. Click the MALE radio button with the mouse. 5. Tab to the DETAIL field and type Customer is very upset that he had to pay a diagnostic fee when his AC unit stopped working even though the entire repair was covered under warranty 6. Tab to the LAST NAME field and type Ballard. Tab off the field. 7. Bob Ballard is an existing customer; highlight his name at the right. Press Enter to fill the call with his information 8. Press Page Down three times to open the CONCERN portion of the CALL TAKING form 9. Tab to the CONTACT field and type Bob 10. Tab to the JOBNO field, press the down arrow and select the listed job from July 23, Click OK to confirm that it is the correct job. 12. Press Esc to end the call 13. Post the Call EXERCISE 17- RESOLVING A CONCERN CALL In this exercise, you will resolve the concern call taken in the previous exercise through the Phone Call Review screen. 1. Press F12 2. Press F11 3. Clear both the From and Thru dates as well as Ended By field and click Apply SuccessWare, Inc 29

30 4. Click the CONCERNS radio button in the TYPE section and click Apply. 5. In the CONCERNS area, select NOT RESOLVED. 6. Be sure that the Ballard call is selected 7. Click the Edit button. 8. Click the RESOLVED checkbox. 9. Tab to the next field and type Called customer and told him that we will be refunding his credit card the $ Place a checkmark next to Closed. 11. Tab to the DATE field and enter today s date. 12. Tab to the CLOSED BY field and enter your name. 13. Click the Post button. EXERCISE 18- TAKING A SALES CALL FROM A CUSTOMER In this exercise, you will take a sales call from a customer then schedule and assign the call through the Call Center. 1. Press F12 to open the CALL TAKING Screen 2. Press Insert 3. Choose Needs Estimate from the REASON field 4. Select the MALE radio button with the mouse 5. Tab to the DETAIL field and type Furnace is in need of replacement, wants to know his options for replacing it. 6. Tab to the FIRST NAME field and type Richard 7. Tab to the LAST NAME field and type Roundtree 8. Press Enter to complete the rest of the form with the existing customer information. 9. Tab to the SOURCE field and choose TR-Nic 30 SuccessWare, Inc.

31 10. Press Page Down to open the Service portion of the CALL TAKING form 11. Tab to the TYPE field and choose Estimate for New Furnace 12. Press Ctrl+C to open the CALL CENTER. 13. Navigate to July 21 st and drag the call to Rick at 11am 14. Press Ctrl+D to open the DIRECTIONS AND EQUIPMENT window 15. In the EQ TYPE field select the listed furnace 16. Press Esc 17. Press Esc 18. Press Enter to post the call 19. Press Enter to confirm the creation of a new call. EXERCISE 19- RUNNING A SALES JOB In this exercise, you will update the call progress for the previously created sales call. You will then create a sale quote for the sales call and update the quote summary for the sales call. Finally you will create a new job based upon the Sales Call. Recording the Call Progress 1. Open the CALL CENTER and navigate to July 21, Click on the Richard Roundtree sales call and press Ctrl+P to open the CALL PROGRESS form. 3. Click in the DISPATCHED field and type Tab to the ONSITE field and type Tab to the COMPLETED field and type Tab to the OK button and press Enter 7. Press Enter to confirm that the call is complete and to close the job. Creating the Sales Quote 8. Be sure that the Roundtree call is selected in the CALL CENTER and press F Type 07/21/2017 in the DATE field 10. Tab to the item grid 11. Press Insert to add a new line item to the SALES QUOTE SuccessWare, Inc 31

32 12. Type H0002 in the CODE column and then Tab 13. Press Enter to save the line item 14. Click Lock 15. Close the quote Entering Quote Summary Information 16. Tab to the STATUS field and select Quoted. 17. Tab to the RESULT field and choose Pending 18. Tab to the TYPE field and select Standard 19. Tab to the REASON field and choose OTH- Getting Other Quotes 20. Select the Notes tab 21. Tab to the WORK SUGGESTED field and type Suggested replacement of existing furnace with 40K downflow model. Price includes removal and disposal of old furnace 22. Select the FollowUp tab 23. Click the OPPORTUNITY dropdown and select New Equipment 24. Tab to the Follow Up Date and type 7/24/17 32 SuccessWare, Inc.

33 25. Tab to the Follow-Up Notes field and type Call and follow up with customer on quote 26. Click Save EXERCISE 20- CREATING A NEW INSTALLATION JOB FROM A SALES JOB In this Exercise you will create a new Installation job from a Sales Job and then copy the information on the Sales Quote to the new job s invoice 1. Open the CALL CENTER to July 18 th and find the Bowser call assigned to Rick 2. Right click on the call and select Job Summary 3. Tab to the RESULT field and change it from Pending to Sold 4. Tab to the REASON FOR NO SALE field and press Delete 5. Select the Job tab. 6. Checkmark the SOLD checkbox 7. Tab to the DATE SOLD and Type SuccessWare, Inc 33

34 8. Tab to the ACTUAL$ field and type Select a JOB CLASS of Replacement 10. Select a JOB TYPE of Replace Furnace 11. Click Create New Job 12. Click Yes to confirm save 13. In the JOB FORM click the Save button 14. Press Ctrl+C to schedule the call 15. Navigate to Monday, July 24 th and assign the call to Steve at 9:00am Copying the Quote to the New Invoice 16. Be sure to select the Bowser job and press F10 to open the invoice 17. Type 07/24/17 in the DATE field 18. Right click in the ITEM grid area of the invoice and select Copy Quote 19. Click OK to confirm the quote number 20. Click OK to confirm the correct job 34 SuccessWare, Inc.

35 21. Click Save, then close the INVOICE and the customer. EXERCISE 21- ON YOUR OWN- RUNNING A JOB FROM START TO FINISH In this exercise you will run a job from the taking of the phone call to the posting of the invoice. Phone Call Call Progress Take a Phone call from a new customer. You can make up all of the information related to the customer. Use Equipment Install as your CALL REASON The customer is calling to have us install a new Hot Water Tank for them Use Install Hot Water Tank as your JOB/CALL TYPE Use Ctrl+C to schedule the job for July 20 th and assign it to Steve at 1:30pm Go to your call on the 20 th and in the Call Progress window, indicate that Steve: - DISPATCHED at 1:30pm - ONSITE at 2 - COMPLETED at 4:45 Job Summary (Make note of the job number, you will need it later) In the Job Summary form indicate the following: WORK DONE notes- a 52 Gallon Electric Water Heater was installed. TOTAL TICKET AMOUNT COLLECTED MONEY TASKS- 1 SuccessWare, Inc 35

36 BILLABLE HOURS- 3 PAYMENT METHOD- Check CHECK NUMBER- 581 Invoice Record an invoice that includes 2 items - Diagnostic with Repair - Installation of a 52 Gallon Electric Water Heater Import the Timecard Labor as cost on the invoice Your Margin should be 71.9% when you are done Post the Invoice without taking a payment Payment Use the F4 key from the invoice to open the customer s Billing Account History Take a check payment to pay the invoice using check number 581 Equipment and Warranty Open the Equipment window for the customer (F6) and add the following Equipment info. TYPE: Hot Water Tank MFG: Marathon SIZE: 52 Gallon MODEL#: MR52238 SERIAL NUMBER: Make something up LOCATION: Basement Mark INSTALLED BY US INSTALL DATE: 7/20 INSTALLED BY: Steve INSTALL CALL ID: Enter the Job Number you noted earlier Click Save Add a 1 Year Labor warranty that begins on 7/20 Right click on the 1 year labor warranty, select Update Reserve and add $100 of reserve. Use Dept 30 Add a 6 Year Parts warranty that begins 7/20 with Marathon as the VENDOR. 36 SuccessWare, Inc.