Statements
For steps to send a customer statement, see Send a customer statement.
Service Reminders
ā”ļø Quick Links > Select Work address reminders due
Batch processing allows you to efficiently manage service reminders for multiple work addresses associated with a main customer.
Individual property
ā”ļø Click + > Configure > Complete steps listed below.
Multiple properties
ā”ļø Check box on left > Customer decision batch process > Complete steps listed below.
Authorised: Choose how to interact with these properties.
Authorised and add new job: A service job is created with the appropriate details.
Access method: Select the required method of access for all jobs.
Not authorised: Select an action.
Cancel service reminder just this time: Reset the service due date to the following period.
Cancel service reminder forever: Delete the service reminder.
Postpone service: Select date to postpone until.
Unknown: No reason provided.
Contracts
ā”ļø Quick Links > Select Contracts
Adding contracts on the Customers page allows businesses to manage service agreements directly within a customer's profile. By associating contracts with customers, users can automate recurring jobs, set renewal reminders, and monitor contract-specific pricing or service terms.
Available on: Customer Journey and Automation (UK). All plans (US).
To know more about setting up contracts, please visit this guide: Contracts.
Service Plans
Service plans are a legacy feature. Contracts superseded them, so set new agreements up as contracts. Service plans you already have still work, and the steps below still apply to them ā you do not need to move them.
ā”ļø Quick Links > Select Service plan
A service plan is a comprehensive document detailing tasks, materials, costs, warranties, and other conditions related to a specific service.
Adding a Service Plan
To add a new service plan:
Name the service plan in the field 'Service plan' placed under Add a new service plan.
Add the necessary details if required.
Click Add service plan upon completing it.
Managing a Service Plan
Upon adding the service plans, they will be displayed on the left side of the page.
To edit: ā”ļø Click Edit > Amend > Click Save service plan
To delete: ā”ļø Click Delete > Type delete > Click Delete
Assigning a Service Plan to a Customer
Once the service plan has been created, you can assign it on the customer record.
ā”ļø Locate the customer record > Quick links > Service plans > Add new service plan.
Choose plan: Select the desired service plan from the dropdown.
Set Expiry Date: Define the end date of the service plan.
Tick Properties: Select relevant properties associated with the customer.
Save: Finalise the service plan.
Linked addresses appear under "Properties" associated with the customer.
Managing the Assigned service plan
To edit: ā”ļø Click Edit > Amend > Click Save
To delete: ā”ļø Click Delete > Type delete > Click Delete
Associate SLA
ā”ļø Quick Links > Select Add/edit SLA
The Associate SLA option allows users to link a specific Service Level Agreement (SLA) to an individual customer. This ensures that any jobs, appointments, or service requests associated with that customer adhere to pre-defined response and resolution timeframes.
Steps to Associate SLA
Click on 'Add/Edit SLA' under the Associate SLA section.
Choose the required SLA or update the existing one.
Once done, click 'Save'.