Managing an equipment service call covered under contract, that may end up being a chargeable IT call
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Overview | Best Practice Steps | Other Helpful Info | Related Alerts
Overview
Overview
How to manage a call that comes in for equipment covered under contract, but it 'smells' like it may end up being a chargeable IT related call. The service technician will not know if it's chargeable or not until they are on site. This best practice below will walk you through the setup in eAutomate, so billing/dispatch and the technician can correctly handle the call and charge if needed.
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Best Practice Steps
Best Practice Steps
The below process requires the technician using a specific Activity Code when closing the call, that indicates that the call will be closed with a charge on it, overwriting the contract billcode that says 'everything is included'.
- Create a specific activity code with activity code category for IT work that is not covered by the contract bill code.
- Contract Set Up required - Has bill code with activity code that can override a no charge.
- Billing Labor Code sets the hourly rate
- Billing Account code, requires activity code linked
See more details on using Advanced Bill Codes https://support.ceojuice.com/hc/en-us/articles/360060968752-e-automate-Advanced-Bill-Codes
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If the technician determines onsite that it is a chargeable IT call, they need to add this activity code on the labor entry when closing the call. The Contract bill code will automatically know to charge for the time.
If you are using eAgent to invoice out $0 service calls, we recommend, if you are not already, to use a specific call type for these IT calls. You can set eAgent to exclude that call type for auto invoicing, this will allow your billing/dispatch department to review all the IT calls to ensure that they were charged. If the call was not updated correctly with the activity code, they would be showing as $0 and you do not want eAgent incorrectly closing it out.
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Other Helpful Info
Other Helpful Info
See this link on setting up eAgent to auto invoice $0 calls https://support.ceojuice.com/hc/en-us/articles/360019792451-eAgent-Auto-Invoicing-Service-Calls
Use ID507 to review service calls with that IT specific call type notifying that the call has been completed.
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Related Alerts
Related Alerts
ID507 - Process to notify when a call with a specific call type is closed out
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