This article is a list of common processes used from taking a customer call to completing the job within Successware.
From Customer Call to Invoice Posting
1. Take the Call (F12).
2. Is it an existing customer? If so, select the existing customer to populate their information? If not, enter the new customer information.
3. What is the reason for the call? (Service, Concern, Other)
4. If the call is a service call, Schedule and Assign the call. (Use Ctrl+C to jump to the dispatch board).
5. Finish the Call. (Press Esc and Post the call)
6. Print the Work Order. (If necessary, right-click on the call in the call center and select Print Work Order or press Ctrl+P from the Call Taking form when you finish the call.)
7. Once the call is being run, Record Call Progress (Select the call in the Call Center and press Ctrl+P to enter dispatch, onsite and completed times for the techs assigned to the call.)
8. Record Call Status. (This is recorded through the Call Progress window. The information is used to create call reports grouped by call status.)
9. Upon Completion of the call, record Debriefing information. (The Job Summary form is used to record debriefing information. It can be opened from the Call Progress form or by right clicking the call in the Call Center and choosing Job Summary. This information is used to run Job Summary Analysis reports).
10. Open the Invoice. (Select the call in the Call Center and press F10.)
11. Change the Invoice number if necessary. (If you change the invoice number, it must contain a letter.)
12. Enter invoice date. (This is the date that the invoice will post to the General Ledger.)
13. Choose billing account if necessary.
14. Enter Work Done and Work Suggested Notes (Press F11 to open the notes screen), if they have not been recorded through Job Summary.
15. Enter Line-Item Information.
a. Mark Item taxable if necessary.
b. Mark item eligible for discount if necessary.
16. Record agreement visits if applicable.
17. Add Equipment to customer record if necessary.
18. Relate Tasks on invoice to customer equipment if applicable.
19. Enter Agreement information if an agreement has been renewed or sold.
20. Choose Discount type of necessary.
21. Apply any payments if necessary.
22. Click the Enter Cost button to Enter Job costing information.
23. Record Part Usage.
a. Add Parts that are not listed.
b. Remove listed parts that were not used.
c. Verify usage of all parts received, requisitioned, or invoiced to a job. (Only if Inventory is active).
d. Requisition or return parts as needed using the Tag Manager. (Only if Inventory is active).
e. Click the Update invoice cost button in the tag manager to replace standard cost with Average cost. (Only if Inventory is active).
24. Add Actual Timecard labor.
25. Add any miscellaneous items.
26. Close the item cost entry window.
27. Post the Invoice.
28. Print the invoice if necessary.
Job Completion List
There are a number of elements involved with the completion of a job. The following checklist is intended to assist you in assuring that all responsibilities related to your outstanding jobs are being addressed.
- Be sure that the CALL PROGRESS for all calls related to the job have been recorded and that the Calls have been marked as completed. A Job ultimately cannot be closed until it has been indicated as Complete through CALL PROGRESS.
- 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.
- Complete Invoice(s) for the Job.
Note- One of the most convenient places to access invoices in order to complete them is the JOB MANAGER. Enter a date range of jobs which need to be invoiced. The Progress column will display “Completed” for jobs that have had their calls Completed (via Job Progress) but are not yet invoiced. Highlight the invoice and press F10 to open. Once the invoice is posted, the Progress column will indicate “Invoiced”.
- When you open the invoice add:
- Invoice Date (this will generally be the Job date)
- Identify the SalesPerson on the job if applicable.
- Add line-item detail to the invoice to indicate what was “sold” to the customer.
- Add Equipment to the customer’s account (if necessary). This information can come from your technician if they have “inventoried” and recorded the equipment at the customer location. This is also a good time to record new equipment that may have been installed on this job.
- Relate work performed and recorded on the invoice to any equipment on the customer’s account.
- Apply payment on the invoice if it was received from the customer at the time of service.
- Complete job costing (Import timecard labor, add part and miscellaneous cost detail.)
- If using inventory, verify and resolve part tags.
- Post the Invoice.
- If payment was not applied at the time you posted the invoice. Apply it through the customer’s Billing Account History by pressing F4 after you have posted the invoice.
- Once you have completed all of the elements of the Job you should “Finalize” the job as a final confirmation that all is complete. Finalizing a job will display a check list that notifies you as to whether or not all essential tasks have been completed. To Finalize a job, open the job, right click in the background and select Finalize. The Finalize checklist will notify you if there are elements of the job that remain incomplete.
Note: The Job Manager also serves as a great place to find completed jobs that have not been invoiced and help you determine from which jobs you have still not received a ticket from the technician. To do, filter the JOB MANAGER for a date range during which invoicing should have been completed. Any items that have a Progress of “Completed”, have had their calls finished, but the invoice either has not been turned in from the tech or has not been entered in the system.