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

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

Jump to Overview | Basic Samples | Complete Sample | Variables | Alert Functionality | Best Practices & Tips |  Related Alerts | Tech Photos| GPS tracking

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Overview

Overview

Do you have customers complaining that they had to call in multiple times to get a response? Are your dispatchers and technicians 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 technician.) You can choose at the customer level how many emails they get since some may just want to be notified when the tech is on the way, while 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. You have the option to default this process on for all customers except those who say no, or just turn it on for specific customers (Variable Y). 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 PM calls can be excluded. Customers seem to really like this, especially knowing who is coming and may even greet your tech by their first 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.

Use ID302,851,854,855,856,857,858,868,985,989 for additional versions of this alert to allow for different verbiage and variables on the alert (i.e. Call Types to trigger on)

Run Schedule: every 15 minutes

Type of Output: email to your customer

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Samples

Samples

We can customize verbiage, logo, font, and color (please provide specific custom color or RGB number to match your branding.

Opened/Pending Status:

Opened-Pending.png

Dispatched:

Dipatched.png

Completed:

Completed.png

Incomplete:

If a call generates a reschedule (the first call must be marked incomplete), then when ID181 triggers for Completed or Invoiced status on the incomplete call, it will add extra verbiage to advise that a rescheduled call has been created.

Incomplete.png

 

Custom signatures can also be added showing company detail, LinkedIn, Twitter, Facebook, etc.:

ID181Signature.PNG

 

Enhance your customer's experience with any/all of the following:

1. Photo of the technician

2. Technician's NPS Score and info about your technician's qualifications or personal info (i.e. family of four, likes to go hiking, cook)

3. GPS tracking

 

ID181SamplewPic_BioShort.PNG

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Variables

Variables

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

FYI - completed is same as status of OK to Invoice (OKB) and Cleared (C)

Variable2: Custom Property on Customer Record to override call status defaults in Variable 1

Variable3: Call Types to trigger on. Leave blank for ALL CM/PM category calls OR enter 'Include' or 'Exclude' to indicate if Preventative Maintenance category calls should be included.

Call Categories seen in List & Codes / Call Types:

Call_Category.PNG

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

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

Variable Y: 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)

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

ID181.png

 

 

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Alert Functionality

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, the alert will only send to any email(s) recipients listed on the To/CC/BCC section of your alert subscription. You can safely enter the actual "Caller contact" on your service calls since the alert is not wired to consider those emails 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 that you are ready to go live. At that time, we suggest removing emails from the To/CC section as their email will show on emails sent to your customers and those email addresses will likely receive a lot of emails. BCC recipients will receive copies of the notification emails as they are sent.

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You can also set emails to include the technician, the technician's manager, the sales rep, the sales manager, and/or the creator of the service call to be included on emails. But please note they will receive EVERY qualifying email send to your customer.

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The alert will only send to the "Caller contact" (once alert is running live and no longer in test mode) listed on the service call. There must be a valid email address in contact's record or no email will be sent.

CallerContact.PNG

Not Getting Notified of Expected Status?

Not Getting Notified of Expected Status?

The alert considers the status seen here in the call notes of the service call (right click on the service call and select Notes):

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StatusTimes.PNG

**If the technician does not update the call's status as call is worked (dispatched, arrived, completed), then alert will not "see" the status and can not send email to the caller. Also, the TIME entered is very important. The alert runs every 15-minutes, so if the call isn't worked real time and the status is marked as dispatched, arrived, completed all at same time (even with edited times), the alert will not "see" the changing status at the time the alert runs to send emails.

The alert will not notify on same repeat status twice. If the 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:

Credit Hold:

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

How to Turn Alert On for Customer:

How to Turn Alert On for Customer:

It is ONLY necessary to turn the alert ON for your customer IF you have Variable Y 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 is a specific contact who does not wish to receive the email notifications, you can turn off for that contact specifically on the Contact Record:

ID181OffContact.PNG

 

How to Turn Alert Off for Customer:

How to Turn Alert Off for Customer:

If you are running this alert in ALL Mode (set in on Variable Y), you can turn this alert OFF for a specific customer or contact:

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 keep your help desk 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:

Global Settings:

Variable 1 designates what status(es) your alert will notify of:

FYI completed is same as status of OK to Invoice (OKB) and Cleared (C)

ID181Var1.PNG

You can override these status at the Customer Record Level via Custom Property ZCJ181CallStatusOverride (Variable 2):

Select any variation of status(es) needed in the drop down. Remember, this is ONLY required IF customer does not want the status(es) listed in your Variable 1.

ID181Override.PNG

**As of Alert Revision# 20191210, the alert considers Cancelled/Canceled (regardless of spelling) AND if call is marked as Cleared.

ID181Cleared.PNG

The Ready to Review (cleared) function is in the service call. It is considered the same status as Completed. This function is typically use when the call is ready for review to ensure no errors in the entries before marking it OK to invoice. (e-agent will only pick up calls that are set to OK to invoice when auto invoicing service calls. This Ready to Review (cleared) function prevents the service call from being billed via e-agent Auto Invoice task.)

Cleared.PNG

Multiple Contacts:

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. If you have multiple emails listed in the Other emails field, separate them with a semi-colon in versions prior to 16.1, 17.2 and 20.1. Version 16.1 allows for the emails to be listed on separate lines with no separator between the emails. 

ID181MultipleContacts.png

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Best Practices & Tips

Best Practices & Tips

What to check if your customer not getting emails:

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 Variable 3 set to include PM/Preventative Maintenance calls)?

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

Notes.png

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 (otherwise emails wont actually get to your customers and we have no way of knowing that is happening). Then let us know so we can test to make sure.

CLICK HERE for instructions on needed permissions for ceojuice user.

From_Address.PNG

Surveys:

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:

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:

Tech Photos on Email:

Enhance your customer's experience with any/all of the following:

1. Photo of Tech

2. Tech's NPS Score and info about  your tech's qualifications or personal info (i.e. family of four, likes to go hiking, cook)

3. GPS Tracking (see "Uber" Style Tracking details below)

See THIS LINK for how to set up. By default, we will only include tech picture on status of dispatched and arrived.

 

 

ID181SamplewPic_Bio.PNG 

"Uber" Style Tracking Link:

"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

 

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Related Alerts

Related Alerts

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

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

ID591 will prompt you when your customer answered survey question indicating they do want to receive notifications of service call status

ID743 provides daily summary of service tech call remarks so you can review to ensure what is included on completed service call status email

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

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