Tracking Procedures
New Weekly
- Create a new weekly tracking work order
- Create a new weekly tech work order
- Assign to day of service/tech
- Put payment info on file
- Call day after 1st visit for follow up
- Place customer info into the Unapproved Maint Queue if they are undecided.
- Perform follow up calls if customer hasn’t agreed to Service Package until declined.
- Once approved for weekly service create a recurring task for customer
- Fill out the prorated amount for rest of month on weekly tech work order and push to quick books
- Never create a job with no line item (even if it’s a $0.00 ticket) it will NOT push to quick books without line item.
New Service
- Assign to day/Tech
- Provide quote and schedule approved date of install or
- Tech will assign quote to Q-Repairs Quotes for follow up.
- Via ion send the estimate for acceptance by customer.
- Send out needed waivers that must be returned before start of job.
- Assign to tech once approved, place payment info in quickbooks
- Never create a job with no line item (even if it’s a $0.00 ticket) it will NOT push to quick books without line item.
New 1x Jobs
- Schedule tech to assess issue
- Place into the Unapproved Maint Queue if waiting on customer verification.
- Follow up until declined
- Assign to tech once approved, place payment info in quickbooks
- Create the amount of return trips required and place on schedule at the time of approval as to not cause overbooking.
- Send out needed waivers that must be returned before start of job.
- Never create a job with no line item (even if it’s a $0.00 ticket) it will NOT push to quick books without line item.
Tech Tracking
- When techs call in job completions and there is an issue, immediately create a work order and place it in the proper q for tracking.
- They are to be trained on creating work orders in field that can be assigned to the issues queue
- All issues from the field are to be placed into the issues/unapproved maint queue for scheduling purposes.
- Issues and unapproved work need to be moved end of day via the reassign task option on the scheduling tab.
Misc Customer Issues
Billing
- Most billing questions can be resolved by taking new payment information or supplying a needed invoice.
- If you have a customer needing more attention contact Tanya, Rose, Sean, or Valerie for assistance.
Complaints
- All complaints need to be notated on the account.
- Place work order in the issues queue and assign when ready.