Notify at time of service call placement when it may be better to send sales rather than or in addition to sending the tech.
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Overview
Overview
This alert is designed to advise you as soon as a new service call has come in and you might be more interested in sending a Sales Rep rather than/in addition to a Technician. The classic example is when a customer places a service call and the lease is almost up. Could your sales person say "instead of us putting money to fix this how about you move on that quote?" But also works if the equipment is old, service discontinued, excessively high volume etc. It will advise of: excessive of service calls in the past year, excessively low or high volume in clicks, excessive age of equipment, parts or service discontinued, lease approaching completion, contract approaching completion or that the machine has been targeted for upgrade. Suggest it go direct to Sales Rep, can also send to technician. It also can be a tool for evaluating contracts and problems in service.
Run Schedule: every 10-minutes
Type of Output: Email
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Sample
Sample
The top line of the alert shows which variable triggered the alert. In the sample below, the alert triggered for excessive service calls, for excessively high volume, AND lease at 93% completion. This is all triggered from the variable settings you apply.
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Variables
Variables
The purpose of the variables is to indicate minimum trigger values:
Variable W: Custom Property on Equipment Record indicating targeted for upgrade
Variable X: Quantity of days between alerting on same equipment, regardless of changes. Helps avoid excessive repeating on same equipment..
Variable Y: Equipment is in Top/Excessive % of Service Calls compared to other like models ('.1' for top 10%)
Variable Z: Equipment is in Top/Bottom Average Volume % to other like models ('.1' for top 10% or bottom 10%)
Variable 1: Equipment Age is over years old . Considers the EARLIEST of either first Install date OR first recorded Service Call OR first recorded Sales Order.
Variable 2: Consider either:
Manufacturer Discontinued Date (enter Mfg)
Service Discontinue Date (enter Serv)
Manufacturer & Service Discontinue Date (enter Mfg,Serv or leave blank)
Ignore both Manufacturer & Service Discontinue Date (enter Ignore)
Based on these two fields on Model Record:
Variable 3: If contract is more than Variable3% complete ('0.8' for 80%)
Variable 4: If lease is more than Variable4% complete ('0.8' for 80%)
Variable 5: Branch Number(s) to trigger on, separated by comma, or left blank for ALL
Variable 6: Custom Property on Equipment Record or Customer Record to EXCLUDE from this process
Variable 7: Select Customer to send to the Customer Sales Rep or Contract to send to the Contract Sales Rep. If you select Customer, then we will use our ID320 background table that tells us to look at either your CRM or Customer Record for Sales Rep. If you use Contract, then we will look at Contract Record to determine Sales Rep.
Variable 8: Select Install Date to base the age on the install date from the equipment record OR Select First Date to base the age on the oldest date of first service call, first sales order, or install date (on equipment record).
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Alert Functionality
Alert Functionality
1. Reason(s) for trigger shown at the top of the email. These trigger reasons tie back to your Variable settings. The Excess Calls is based on your VariableY setting and the Excessively High (or low) Vol is based on your VariableZ setting.
2. This alert only considers Corrective Maintenance and Preventative Maintenance Call Types.
Call Categories seen in List & Codes / Call Types:
3. Use Custom Property (set to YES) set in VariableW on Equipment Record to target device for upgrade so we notify Sales Rep every time a Service Call is created (instead of waiting VariableX days between email notifications).
4. Use Custom Property set in Variable6 on Equipment Record or Customer Record to EXCLUDE from this process by setting to YES. Hierarchy is 1st Parent Customer Record, 2nd Location Customer Record, 3rd Equipment Record.
5. Variable7 requires a value if you are sending these emails to Sales Reps and/or Managers. If you select Contract, then hierarchy is: 1st Contract Sales Rep, 2nd ID320 background table Sales Rep based on Service Call Customer, 3rd Service Call Customer Sales Rep.
6. The variables listed below are thresholds you set for determining trigger reasons.
Row Explanations/Details:
Row Explanation/Details:
Technician/Work Phone: shows tech name assigned to service call and phone number (per eAuto Employee Record) of tech so sales can quickly easily call tech if needed
Bill Code: Bill Code associated with service call (i.e. can indicate if billable)
Lease - %Complete/Term: will show % how far into the lease the equipment is and lease term per Service Lease Record in eAuto
Lease Data: Details of lease per Service Lease Record in eAuto, includes Lease Code (i.e. FMV, $1 buyout)
Lease Company: Lease Company name as listed on eAuto Service Lease Record
Equip Years: shows the age of the equipment based on your Variable8 setting. See Install Date explanation below.
Install Date: Per your Variable8 setting. If you selected:
First Date: The earliest of Install Date, FirstService Call, or First Supply Order
Install date: The Install Date on Equipment Record and if that field is empty, then the date the equipment record was created.
# of Calls in Past Year: number of service calls in past year. 2nd number listed is the average for that model. Process counts the current call that is triggering the alert as one of the calls and then counts back from that date to calculate total number of service calls in past year.
Volume Percentile: shows where that machine stands within it's model as far as volume is concerned. The logic looks at average volume for all active Equipment Records under contract, finds their average volume and divides that by total # of equipment and then ranks. If it is an excessively high volume machine, then it would fall within the top 10% of that model. Meaning it's volume percentile would be 10% or lower and the alert trigger line at the top would say "This service call has triggered for the following reason(s): Excessively High Vol". If it is an excessively low volume machine, then it would fall in bottom 10% of that model. Meaning it's volume percentile would be 10% or below and the alert trigger line at the top would say "This service call has triggered for the following reason(s): Excessively Low Vol". This can help spot machines that were installed in an environment where their suggested monthly volume is being exceeded. Machines placed in those scenarios can cost a lot of extra labor and parts because they aren't specified for that kind of volume. It can also help you spot low volume machines that possibly need their contract increased.
Avg Monthly Volume (Total BW + Color): The average monthly volume is based on the average 'Total' copies for the machine and the 2nd number listed is the average for that model).
So if it's a color machine, then the average monthly volume is based on the average color volume + the average black volume. (It's the sum of all meters which track back to a MeterTypeCategory of 'B/W', assuming there are any with a non-zero total, or else the sum of all meters which track back to a Category of 'Total.' To that is added the sum of all meters which track back to a Category of 'Color'. Doesn't matter whether it's required or whether it's active meter or not.). The average presented for the specific equipment will be 3-month if there is a non-zero value, else 6-month, else 12-month, else since-install (assuming equipment has an Install Date) matching eAuto's AMV seen in Meter Reading Console.
MFG Discontinued?: contains value listed on Model Record containing Mfg discontinued date (as shown below)
Service Discontinued?: contains value listed on Model Record containing Mfg discontinued date (as shown below)
Service Contract Completion %: Shows service contract completion %, contract # and expiration date of contract per eAuto Contract Record.
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Best Practices & Tips
Best Practices & Tips
1. When there are only a few pieces of equipment for a model, calculating the Volume Percentile works differently. With large model population, our logic will post percentage values across the spectrum (1%-99% with 50th percentile being the average). But when the number of models is very small, then the Volume Percentile shows an extreme percentage (%) since the dataset is so small. For example, a machine producing 5 more clicks higher than the rest could post a radically high Volume Percentile like 80%.
For this reason, machines in small comparative groups (less than 8) will ONLY post a Volume Percentile of 13, 25, 38, 50, 63, 75, or 88, regardless of their true Volume Percentile. The order is determined by the average monthly volume.
The example below, shows machine with 75% Volume Percentile which seems low since it is doing nearly three times the volume of the model average (8788 machine average volume / 3782 model average volume).
If we used standard percentile calculation, you get:
EQ1 – (4 / 5) x 100 =80% this volume is 9289 clicks
EQ2 – (3 / 5) x 100 =60% this volume is 5277 clicks
EQ3 – (2 / 5) x 100 =40% this volume is 2801 clicks
EQ4 – (1 / 5) x 100 =20% this volume is 1157 clicks
EQ5 – (0 / 5) x 100 =0% this volume is 888 clicks
Our formula rounds to nearest, giving EQ1 the Volume Percentile of 75%.
2. A suggested best practice is when sales turn in their forecasts they also list equipment/customers/contracts to be upgraded and admin then updates eAutomate and sets that custom property. This setting also helps avoid parts being put into a machine that you know is going away soon. i.e. being returned to the leasing company soon (use ID799 to notify tech), being replaced with new equipment, contract termination is in the near future. This way you are not putting money into a piece of equipment that will not return on your investment before it is removed from service. If you do not see this custom property on your system after this alert is installed for you then please email us at help@ceojuice.com and we will get it installed for you.
Too many emails from the alert?
Too many emails from the alert?
If you are getting too many emails from ID593 we suggest you tweak the variables to only focus on the most important ones. Typically, that would be a service call on a lease-end machine; here is how you would tweak the variables to just get notified for equipment at the end of lease.
VariableY - Enter 0 to stop the alert from triggering for calls that are in the top % of service calls for like models.
VariableZ - Enter 0 to stop the alert from triggering for the average volume on the machine being in either the top or bottom percentage for the model.
Variable1 - Enter a high number like 35 to only trigger the alert for equipment that is more than 35 years from the earliest of the install date, first service call or first supply sale.
Variable2 - Enter Ignore to stop the alert from triggering on the manufacturer's discontinued date or the service discontinued date.
Variable3 - Enter 4 to stop the alert from triggering based on the percentage completion of the contract.
Variable4 - Enter 4 to stop the alert from triggering based on the percentage completion of the lease.
Missing the Custom Property?
Missing the Custom Property?
Create ZCJUpgradeTarget Custom Property in eAuto:
Tools / Lists & Codes / Attributes:
Create new attribute:
Name: ZCJUpgradeTarget
Description: Equipment targeted for Upgrade?
Data Type: Yes/No
Then add attribute to Custom Properties (Configuration) for Equipment Configuration:
1. Search for ZCJUpgradeTarget in Available attribute(s)
2. Set Default Value = No
3. Click QuickAdd
4. Be sure to select OK to save
Create ZCJID593Exclude Custom Property in eAuto:
Tools / Lists & Codes / Attributes:
Create new attribute:
Name: ZCJID593Exclude
Description: Exclude from ID593
Data Type: Yes/No
Then add attribute to Custom Properties (Configuration) for BOTH Customer and Equipment Configuration:
1. Search for ZCJID593Exclue in Available attribute(s)
2. Set Default Value = No
3. Click QuickAdd
4. Be sure to select OK to save
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Related Alerts
Related Alerts
ID64 - Preview of lease end information for admin to ensure accuracy
ID101 - Excessive Service Calls
ID519 - Ensuring new leases get entered in eAutomate
ID667 - App to Update Equipment Leases in eAuto
ID799 - Service call for a lease end machine
ID911 - Supply Order placed against Contract due to Expire
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