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ID593 - Service Call that's a possible Sales Lead Overview & Sample

This alert is designed to advise you that 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. It will advise of: excessive # of service calls in the past year, excessively low or high volume in clicks, excessive age of Eqp, parts or service discontinued, lease approaching completion, contract approaching completion or that the machine has been targeted for upgrade. It can go directly to the Sales Rep or the Tech if you prefer.

It also can be a tool for evaluating contracts and problems in service. 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 or that the machine has been targeted for upgrade. It can go directly to the Sales Rep or the Tech if you prefer. See ID101 for a dedicated excessive calls alert.

This alert looks at all call types not just your CMs, includes PM, CCs etc.

If you are getting too many emails see here on changing the settings 

The top line of the alert shows which variable triggered the alert.

 

In the example above the alert triggered for excessive service calls, for contract at 92% its completion, for lease at 87% completion. This is all triggered from the variable settings you apply.

Variable W looks at whether that piece of equipment has the custom property (ZCJUpgradeTarget) set on it indicating it is targeted for upgrade. (see below for more detail on this custom property)

Variable Y is for the percentile of service call you would like the alert to trigger on. i.e. For the top 10% with the most calls in 12 months, you would set it for .1 (Please note: looking at overall calls over the life of the equipment compared to others of like model. The comparison logic begins to break down a bit when you don't have many of that model in contracted service. The numbers normalize once you have more equipment of like model in service, they also tend to normalize a bit once those models have more history under their belt. Comparisons across model just tend to break down when you don't have many equipment in the pool.)

Variable Z is where you define the volume percentile you would like the alert to trigger on. To trigger on the 'top' or 'bottom' 10% for that model, then you would set it to .1 or .2 for the 'top' or 'bottom' 20% for that model.

Variable 1 is where you define how many years from date of install or record creation date for the alert to trigger on.

If you set Variable 2 to 1 then it will trigger if the manufacture discontinued or service discontinued date has hit.

Variable 3 is where you set the percentage of lease completion that you would like the alert to trigger on. i.e. .8 for 80% complete. This alert will trigger on any combinations of the variables set.

 

 

If there is a lease entered in EA then the lease completed % field (1) will show the how far into the lease the equipment is and the lease details will be listed, (note payment info comes from the LeaseDetail (Eqp) record, all the other data comes from the Lease record) (2). The equipment years field (3) will show the age of the equipment from the date of install and if that field is empty, then the date the equipment record was created. The volume percentile field (4) 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 = Y." 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 High Vol = Y." This can help to 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.  The alert also shows the average days between calls (see this for more detail https://support.ceojuice.com/entries/21675999-ID593-Average-Days-Between-Calls-Explanation (5) number of service calls in past year (note 2nd number listed is the average for that model) (6). The average monthly volume is based on the average 'Total' copies for the machine (note 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 Eqp will be 3-month if there is a non-zero value, else 6-month, else 12-month, else since-install (assuming Eqp has an InstallDate).

The manufacturer discontinued field (7) and service discontinued field (8) will report based off what you have set for that model within it's settings.

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(9) Shows service contract completion %, contract # and expiration date of contract. 

We can also tell sales when a piece of equipment they have forecasted to upgrade has a service call, perhaps they call with "instead of us putting money in to fix this, how about I get you an incentive to move on that quote".

Setting the custom property listed for VariableW (probably 'ZCJUpgradeTarget') to 'Yes' will cause the alert to trigger whenever a service call is placed for this piece of equipment.  A suggested best practice is that 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.

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