Service Notifications

Service Notifications Service Notifications are used to communicate an upcoming service date and/or time to your customer by means of email, postcard or phone call depending on your company's processes and procedures. Emails and postcards can be sent using the Service Order report. Calls can be made manually using the Call List. A more automated approach can be done using the CallAhead module if purchased. Contents How do I set up service notifications?... 2 How do I send service notification emails?... 10 How do I print service notification postcards?... 15 How do I make service notification calls using the call list?... 21 How do I make service notification calls using CallAhead?... 25 How do I tell if a service notification was done for a customer?... 28 1

How do I set up service notifications? First we ll set the notification rule defaults for new accounts moving forward. Go to Company and click on Company Setup. 2

Adjust the Notification settings under Service Order/Service Setup. In this example the notifications are set to be 1 day before the service and to notify the location by email only. If you plan to send your notification emails based on work date and not notification date, the days field doesn't make a difference and can remain at 0. The settings in this section control any new accounts created from this point moving forward. It does not update existing accounts. 3

Before you move on to the next step you must have a Location List created of all of the customers you want to update. Once the list is created and saved under List Management you can go to Tools and click on Data Update Tools. 4

Click on Update Notifications. Select the Customer List from the drop-down menu before selecting what you are updating notifications for. In this example, we will update Service Orders. If you need to update setups, program steps, renewals or leads as well you must repeat these steps separately for each. Specify if you are deleting existing notification lines and/or adding new ones by checking the appropriate boxes. In this example there are no existing notification lines to delete so I am only adding new. 5

Select whether you are notifying the Location, Bill-To or Other. Finish selecting the information you would like to update for your Notifications before clicking on Preview. 6

After it finishes loading you will see the results at the bottom of the page. Here you have the ability to review your results and make adjustments to the notification lines being added or deleted. 7

Scroll to the top and click Update when ready to commit the changes. 8

You will see the words "waiting' at the top of the browser while the update completes. When update is complete you will see how many records were added and deleted at the top and you are now finished. You're all set with this update. Repeat this process for any additional updates required. 9

How do I send service notification emails? Prior to sending Service Notification emails you must first have a letter created in your Letters lookup table. Once this has been completed you can go to Reports and click on Service Orders. Under Output Format select Notification Emails. Select the letter you are using. Right-click in the Notification Email drop-down and select a letter. Some browsers may require using the Down Arrow or Page Down key to access the letter options. 10

Check the option to Log Mailings to track the notification email information to the Location Documents of the customer's account. Also, if you want to send these notifications using an email address that is different from what is set in your defaults, you can enter it into the Override Email From Address field. Below is the order in which a From email address is selected when sending email notifications: If populated, the Override Email From Address will be used. If not populated, and the Letter Printer Setup options are configured to print company header from branch information then the system will attempt to use the branch email address. If not populated, and the Letter Printer Setup options are configured to print company header then the system will attempt to use the company email address. If not populated, and the Letter Printer Setup options are not configured to print company header information or the company/branch email is empty, the user's email address will be used. 11

Scroll down and enter an Email Subject under Select Customers To. Entering a subject helps prevent your emails from going to spam. 12

Enter your Selection Criteria on the left. Fill in the dates that you will be using for your notifications. Options are: Starting/Ending Work Date (the date the service order is scheduled for), Starting/Ending Order Date (the date the service order was physically created) or Starting/Ending Notification Date (if notification dates are set up in the service order notification line). The remaining fields on the screen are all optional. Review the default settings and make any necessary changes. 13

Scroll up and click on Email when ready to send notifications. Click OK on the prompt. You will see a list of what emails were sent including the Location, Bill-To, Name, Email, Reply-To and Yes or No under Sent. 14

How do I print service notification postcards? Service Notifications are used to communicate an upcoming service date to your customer. There are various ways to do so depending on your company's processes and procedures. Here we will review how to email. Prior to printing Service Notification postcards you must first have a postcard created in your Postcards lookup table and also your settings configured in the Post Card section of Printer Setup. Go to Reports and click on Service Orders. In the Service Orders report screen Select the Output Format of Notification Cards. 15

In the Notification Cards drop down select the postcard template you want to use. Select the notification postcard you would like to use. These are maintained in the Postcards Lookup Table. Click the Log Mailings option to track that you sent these in the customer s location. Select Log Mailings to have a time stamp saved in the Documents section of the Location Detail Screen for future reference. This will help you keep track of when your customer was last sent a service notification card. Optional: Check the Inc. Orders with No Notif. Defined Check the box for Inc. Orders with No Notif. Defined ONLY if you do not want to respect the notification line item settings from Company Setup and the Service Setup / Service Order Screens. This option is not typically used when initially sending a notification. It is used more for sending out a last minute notification to inform customers that service needs to be rescheduled for a later date. If this option is left unchecked it will look at the other criteria you've populated on the screen. 16

Enter Selection Criteria. Enter in the starting and ending dates you are sending notification cards for based on either Work Date, Order Date or Notification Date. Enter any additional selection criteria you require. 17

By default, all order types are checked under Include. Un-check any that you do not want notification cards printed for. The remaining options on the screen are defaulted for you. Adjust anything needed based on your processes before you print. 18

By default the notification cards will be sorted by Technician then by Work Date. Adjust these settings if you prefer they print out in a different order. Additional sort options exist than what is shown in the screenshot. Before you print, make sure you have the correct Post Card loaded in your printer and the proper settings configured in your Printer Setup under Post Card Defaults located under Company > Printer Setup > Post Card. 19

Scroll to the top and click on Print. 20

How do I make service notification calls using the call list? Service Notifications are used to communicate an upcoming service date to your customer by means of email, postcard or phone call depending on your company's processes and procedures. Here we will review how to make calls by using the Call List. Go to Tools and click on Call List. Enter in the Search Criteria for the Service Orders you want to pull in to make calls for. Pay extra attention to the Notifications field at the very bottom. This looks at the notification line items in the order. 21

Here is an overview of the Notifications options: Click Search after entering your criteria. 22

Your results will appear and any orders that match your search criteria will be available to start calling. As you are calling and speaking with your customers you can use the options available to update the order and account. 1. This is the search criteria you used. 2. Customer Detail is the location information. Clicking on the Location number will bring the Location Detail screen up in another tab for review. 3. Appointment Detail gives you the Service Order information. Clicking on the Order number brings that Service Order up in another tab for review. The Tech 1, Tech 2, Date, Time, Sales, Time Range, Duration and Authorized fields are all editable from within the Call List results window. 4. Quick Scheduler Options are available if the customer you call needs to reschedule you can launch the Quick Scheduler by clicking on the Schedule button. 5. Call Detail is used to mark the order confirmed, the contact of who you spoke with and comment. If you require calling again utilize the Call Again Date and Call Again Time for a future search. 6. This section ties directly to the Location. Select which option you would like to review and that information will appear below that section. From these options you are also able to add customer notes, location instructions, service instructions, order instructions directly from the call list. 7. To navigate between order results utilize Prev, First or Last. Click Save as you finish calling and updating the notification information for each order before moving on to the next order. 23

To do a new search click on Show Search. Adjust the search criteria and click on Refine List. Click Exit when finished making notification calls. 24

How do I make service notification calls using CallAhead? This documentation is for users who have already been onboarded and configured to use the CallAhead module. If you do not have this, please contact sales for assistance first. Go to Reports and click on Service Orders. Select the Output Format of CallAhead Notification. 25

Fill in the dates you are making calls for. If using the notification fields, enter the Starting and Ending Notification Date fields. If you do not use the notification rules for orders and setups and you prefer to make calls based on the actual work date, you can populate the Starting and Ending Work Date fields instead. Scroll down to the Include Notifications section. Check Call since we are doing calls. Go to the Notification Status section and select whether you are making calls for service orders with Notification Confirmed, Not Confirmed or Either. By default, Either is selected. Scroll up and click on Send. 26

At this next screen select the message you want to use and specify when you want them sent. If you would like to use different messages for different types of services you must run this process separately for each service and message. If there are any orders that you would like to remove from the list before you send calls, uncheck the checkbox under Calls and they will not be sent. Scroll back up and click on Send after reviewing the list. You will receive a pop up confirming you are ready to send. Click on OK. You will receive a confirmation of the number of calls sent. 27

How do I tell if a service notification was done for a customer? Service Notifications are used to communicate an upcoming service date to your customer by means of email, postcard or phone call depending on your company's processes and procedures. Here we will review how to tell if a notification was done for a particular service on a location. Pull up the Location in question using Location Search, Quick Search or Location History. 28

Once the Location is up, click on Documents. Scroll down to Mailing Type to see any notifications that have been sent. 29

You will see both email and printed notifications listed here for historical reference. If using the Call List you will find the notification information in the Service Order. From within the order, scroll down and click on Notifications in the Notify section. Here you will see any notification calls made as well as the confirmation, user who updated the confirmation, contact and comment entered when the Call List screen was used. 30

If using CallAhead, go to Reports and Click on All Reports. Under Business Management click on CallAhead Report. Enter the Selection Criteria you would like to use and click on Display. 31

The CallAhead Report will then show you detailed information of the calls made. You can also view CallAhead notification details in the Notes section of the Location. From the Location Detail screen of the account click on Notes. Completed calls will have a note code of CALLAHEAD in the note history. Text messages will be specified in the note details. 32