The following are a list of responsibilities that should be undertaken by Customer Service Representatives (CSRs), in some cases on a daily basis and in others on a more general or global basis. I
f these responsibilities are adhered to, they will help you to more effectively use the job and dispatch elements of Successware as well as gather many of the essential pieces of information necessary to run useful reports.
Daily Responsibilities
The following responsibilities should be maintained on a daily basis to be sure that all customers are being taken care of, techs are properly tracked, and reports can be properly run.
- Enter any jobs that may have occurred after hours. In doing so be sure to add any technician timecard entries and the associated invoice for the job if it is finished.
- Use either the CALLS Report, JOB MANAGER or CALL CENTER to check the schedule from the previous day to be sure that all jobs have been completed or rescheduled.
- Print out Work Orders for any technicians who have jobs assigned to them for the day to give to them before they leave the shop.
- As the day progresses, record CALL PROGRESS (Tech job related timecard entries) for technicians as they are dispatched, arrive at and complete their assignments. While these can be entered in bulk later in the day, entering them as they happen will give you a “real-time” dispatch board.
- As technicians complete their jobs, record Job Summary information (technician debriefing information). This information will serve as the basis for end of the day “How did we do reports” (JOB SUMMARY ANALYSIS) as well as the basis for SCORECARD reports.
- When filling out the Job Summary, be sure to include Work Done notes. These “Work Done” notes should be used to add a detailed description of the work that was performed. These notes become a viewable part of the job’s history, print on the invoice and also print in the Work History of future Work Orders for the customer.
- Record non-job related timecard entries for items such as lunch, shop time, traveling for parts, etc. These will help to give you a better picture of the tech’s whole day and will create timecard entries which can be used in payroll as well.
- At end of day review to be sure that all calls run in the day have been marked as complete in the CALL PROGRESS window. This means that the CALL PROGRESS window shows the “Uncomplete Call” button, meaning that the call IS complete. The call is not considered complete merely by choosing Completed from the Call Status drop down.
- Any jobs that will require follow up, such as those that are holding for parts or have not been completed and require a return call should be appropriately marked in the Call Status field of the CALL PROGRESS window. This allows for the running of the CALLS report, grouped by Status to be used as a tool for finding Jobs that require the indicated follow up.
General Responsibilities
The following responsibilities should be attended to throughout the month:
- Run the VISITS DUE report or check the Visits Due screen in the AGREEMENT MANAGER to be sure that all required maintenance visits related to agreements have been schedules and are being properly completed.
- Check the JOB MANAGER for Unscheduled Jobs. If there are unscheduled jobs, be sure that they are properly scheduled or cancelled. This can also be checked from the Calls list panel in the Call Center, by right clicking on the Calls list header and choosing Unscheduled Calls.
- Use the JOB MANAGER to be sure that there are no Backlogged jobs. These are jobs that were scheduled for an earlier date but have not been closed; either because they were not completed or have not had their invoice posted.
- Find agreements which have been created but not activated. To do this, run the Agreement Manager using the Create Date indicator for the previous month. Apply the Inactive filter. Any agreements that remain in the list have not been activated (they have not been included on a posted invoice).
- Run the Agreements Due for Renewal report for the upcoming month(s) to identify agreements which are due to expire and offer an opportunity to sell a renewal.