Follow

ID181 - Notify Customers Open, Dispatch, Closed Calls, Overview & Sample

Sends an email to your customers, person listed in the service caller in the "caller contact" field, advising them when the call is opened, dispatched, arrived, rescheduled and/or completed.  

Overview | Samples | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts

Click to Subscribe

Overview:

Do you have customers complaining that they had to call in multiple times to get a response, or is dispatch/techs spending too much time calling customers with updates? This alert will send an email confirming the call has been Opened/Dispatched/Closed/Invoiced/Rescheduled/Canceled. (Note we can now include a photo of the tech.) You can choose at the Customer level how many emails they get, some may just want to be notified when the tech is on the way, others may want all.

We find that when the technician knows that dispatching means telling the customer they are on the way, they tend to go straight there and not detour. Option to default this process on for all customers except those who say no or just turn on for specific customers (VariableY). This can also be a question on the closed call survey and just turn on for people who answer the question. For those clients who are proactive in setting up/planning PM calls, and do not want to notify the customer these can be excluded. Customers seem to really like this, especially knowing who is coming and may even greet your tech by their 1st name. We email the person who placed the call not the equipment contact. 

We have other alerts similar to ID181, see here for the differences.

Run Schedule: every 15-minutes

Type of Output: Email to your customer

*  *  *

Samples

We can customize verbiage, logo, font, and color (please provide specific Custom Color/Shade Numbers-RGB Red/Green/Blue) to match your branding.

Opened/Pending Status:

Opened-Pending.png

Dispatched:

Dipatched.png

Completed:

Completed.png

Incomplete:

Incomplete.png

*  *  *

Variables

Variables.PNG

VariableW: Custom Property assigned to Customer Records to be EXCLUDED from receiving emails

VariableX: Contact Category Attribute assigned to CONTACTS to be EXCLUDED from receiving emails

VariableY: Enter 'ALL' to send to all customers EXCEPT disabled or enter 'SELECTED' to send ONLY to customers you've Enabled in custom properties (see below)

VariableZ: Enter either 'Include' or 'Exclude' call remarks on the closed call email

ID181.png

Variable1: Call Status' to alert on (options; Opened,Dispatched,Arrived,Completed,Invoiced,Canceled)

Variable2: Custom Property on Customer Record to override call status' defaults in Variable1

Variable3: Enter 'Include' or 'Exclude' Preventative Maintenance Category calls. Alert ALWAYS considers Corrective Maintenance Category calls

Call Categories seen in List & Codes / Call Types:

Call_Category.PNG

*  *  *

Alert Functionality

- We will set this alert up in test mode first as it is a customer facing alert for you. While in test mode, alert will only send to any email(s) listed on the to/cc/bcc of your alert subscription. You can safely enter actual Caller Contact on Service Calls as alert not wired to consider their email while in Test Mode. While in test mode, however; you MUST still have a Caller Contact listed on the Service Call in order for alert to send samples.

Once you've reviewed sample emails and feel comfortable with the alert's functionality, then you can let us know at help@ceojuice.com you're ready to go live. At that time, we suggest removing emails from to/cc as their email will show on emails sent to your customers and those emails will likely be bombarded with emails.

Send_To.PNG

You can also set emails to include Tech, Tech Mgr, Sales Rep, Sales Mgr and/or Creator (of service call) to be included on emails. But please note they will receive EVERY qualifying email send to your customer.

ToTechSalesCreator.PNG

 

-Alert will only send to the Caller Contact (once alert is running live-no longer in test mode) listed on the service call. If no caller contact with valid email address in Contact Record, then no email will be sent.

CallerContact.PNG

-Alert considers the status seen here in Call Notes of Service Call (right click on service call, select Notes):

CallNotes.PNG

StatusTimes.PNG

**If the tech does not mark status' as call is worked (dispatched, arrived, completed), then alert will not "see" the status and can not send email to Caller Contact. Also TIME entered is very important. By default the alert fires every 15-minutes, so if the call isn't worked real time and status marked as dispatched, arrived, completed all at same time (even with edited times), alert will not "see" the varying status' at the time the alert fires to send emails.

-Alert will not notify on same repeat status twice, if call is reverted back to a prior status i.e. technician dispatches to a call the email is sent, if the tech then un-dispatches and then re-dispatches at a later time, the alert WILL NOT email again.

Credit Hold:

Calls on Credit Hold status are still considered "pending/opened" calls by eAuto and the alert will still email when those calls are entered.

How to Turn Alert On for Customer:

It is ONLY necessary to turn the alert ON for your Customer, IF you have VariableY set to SELECTED mode:

ID181VarY.PNG

Under the Customer Record / Custom Properties tab, set Custom Property ZCJCallAlertsOnOff to ON:

For large customers with multiple locations, you can set this Custom Property at the Parent Level which will automatically include the child location Level (unless overridden).  

ID181On.PNG

If there a specific Contact who does not wish to receive the email notifications, you can turn off for that contact specifically under Contact Record:

ID181OffContact.PNG

 

How to Turn Alert Off for Customer:

If you are running this alert in ALL Mode (set in on VariableY), you can turn this alert OFF for specified Customer or Contact Record:

ID181VarYAll.PNG

Customer Record:

For large customers with multiple locations, you can set this Custom Property at the Parent Level which will automatically include the child location Level (unless overridden). 

ID181OffCustomer.PNG

Contact Record:

ID181OffContact.PNG

Note:  To avoid your helpdesk contact currently receiving ID54, from also receiving duplicate alerts from ID181 (when they are the caller), use ZCJNoCallAlert contact category to disable ID181 for that particular contact.

Global Settings:

Variable1 designates what status(es) your alert will notify of:

ID181Var1.PNG

You can override these status at the Customer Record Level via Custom Property ZCJ181CallStatusOverride (Variable2):

Select any variation of status(s) needed in the drop down. Remember this is ONLY required IF customer does not want the status(s) listed in your Variable1.

ID181Override.PNG

 

Multiple Contacts:

If you need this alert to go to more than one fixed email address, then please let help@ceojuice.com know.) We can tweak the alert so it considers 'other emails' on the Contact Record. To consider Other Emails on Contact Record. Format needed: Separate Other emails with semi-colon, unless version 16.1 or higher, then put on separate lines. 

ID181MultipleContacts.png

*  *  *

 

Best Practices & Tips

What to check if your customer not getting emails:

1. Does the Service Call have a valid Caller Contact listed with a valid email address?

2. Is the Call Type set with Category other than Corrective Maintenance or Preventative Maintenance (if you have Variable3 set to include PM/Preventative Maintenance calls)?

3. Check the call notes, did tech mark the call as complete? Are the time stamp differences on each status at least 15-minutes apart?

StatusTimes.PNG

4. Is there an issue with the from email address listed on your subscription? Please check with your IT Department to ensure ceojuice user has permissions to send as (not on behalf of) the email address listed here on your subscription:

CLICK HERE for instructions on needed permissions for ceojuice user.

From_Address.PNG

Surveys:

We include a question on the Service Call Survey ID109, that asks customers if they would like this service. We see 68% of people answer yes to this and about 12% answer no.

See more here on making sure you survey question is set up correctly

Send from email settings:

-This alert is considered a customer facing alert, so we highly recommend setting the from email address on your subscription to an email address your staff manages should your customer reply to the email received  (i.e. service@ or support@).

HOWEVER, be sure your IT Dept has set needed send as (not on behalf of) permissions; otherwise, emails will be generated but not actually sent once they reach your email server to send out. Please see THIS LINK on needed permissions set up for you IT. Once completed, please email us help@ceojuice.com so we can test (before you change your subscription)

ID181from.PNG  

Tech Photos on Email:

We can add picture of your technician onto the emails generated to your customer, see THIS LINK for how to set up. By default, we will only include tech picture on status of dispatched and arrived.

ID181TechPic.PNG 

"Uber" Style Tracking Link:

We can include a link in the email when tech is dispatched to keep your customer continuously updated as to location and ETA. See THIS LINK on needed set up. 

ID181Uber.PNG

 

*  *  *

Related Alerts

ID87 to ensure Dispatch is getting an email address in the Caller Contact field of Service Calls

ID54 to email your Customer's Help Desk / Fixed Contact to always email regardless of who placed the call

Clones available (ask help@ceojuice.comto use for different call types or branches, can have separate settings, verbiage, contact details etc...

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk