Sales management accountabiity

Charleston Gas Light Charleston Gas Light Southern Design SourceSouthern Design Source

Strategic AllianceStrategic Alliance

Leads Generation

Management

MoneyMarketing

Lead Conversions

Customer Satisfaction

LeadershipLeadership

Performance ManagementPerformance Management

Value for whatever you exchange to get Value for whatever you exchange to get value;value;CustomersCustomersStakeholdersStakeholdersEmployeesEmployees

Stakeholders

EmployeesCustomers

Mission

Customer Satisfaction

Mission

Customer Satisfaction

Activity

Customer Satisfaction

Mission

Customer Satisfaction

Activity

Strategy & Reports

Mission

Customer Satisfaction

Prospects

Customers

Activity

Strategy & Reports

Mission

Customer Satisfaction

Prospects

Customers

Buyers

Activity

Strategy & Reports

Repeat Customers

Key ComponentsKey Components

Manager

Entrepreneur

Technician

Entrepreneur

Technician ManagementConsultant

Technician

20092009

Share Holders

Marketing Operations Finance

COO

Sales Manager

Advertising Mgr

Production Manager

ServiceManager

Facilities Manager

Accounts Receivable

Accounts Payable

Marketing Data

Forecast & Analysis

Strategy

The Business ComponentsThe Business Components

$(100,000.00)

$(50,000.00)

$-

$50,000.00

$100,000.00

$150,000.00

$200,000.00

CGL Infancy Stage 1CGL Infancy Stage 1

April May Jun July August Sept Oct Nov

The concept

Start Up – Internet Based

Everyone working together

Deciding on Products

Setting up the sells systems

Establishing a Brand Name

Establishing Markets

Discovering where the profits are

Realizes something has to change if the business is to make a profit.

Stage Two - ChoicesStage Two - Choices

1. Get small again

2. Go for broke

3. Hang in there

4. Move the business through to maturity by owners being willing to learn new skills and assume different priorities for the use of his or her time.

ExpansionExpansion

$(100,000)

$(50,000)

$-

$50,000

$100,000

$150,000

S1

““Whether you sell gas lanterns or Whether you sell gas lanterns or podcasts, the only way to podcasts, the only way to differentiate your company and differentiate your company and win in the long term is through win in the long term is through the quality of service around the quality of service around those products, which comes those products, which comes down to delivering a great down to delivering a great customer experience,”customer experience,”

Two Divisions – One GoalTwo Divisions – One Goal

AgendaAgenda Defining SuccessDefining Success Measuring SuccessMeasuring Success Lead Distribution/ProcessesLead Distribution/Processes Lead LifecycleLead Lifecycle Maximizing Maximizing

Productivity/EfficiencyProductivity/Efficiency Maintaining a High Level of Maintaining a High Level of

MoraleMorale

Define Success – Sales ?Define Success – Sales ?

Sales History

Defining SuccessDefining Success

Start with the end in mindStart with the end in mind Who are your Customers?Who are your Customers?

Internal – Sales/MarketingInternal – Sales/Marketing External – Prospects/CustomersExternal – Prospects/Customers

How do your Customers define Success?How do your Customers define Success? Quantity -X Leads/MonthQuantity -X Leads/Month Quality – Define CriteriaQuality – Define Criteria

What has been done historically?What has been done historically? By TerritoryBy Territory By Market SegmentBy Market Segment

What is Our Goal What is Our Goal YTD Net Profits

No Really – What is Our No Really – What is Our Goal?Goal?

What is the exit strategy?What is the exit strategy?How long do we want to do this?How long do we want to do this?What do we want to do. . .What do we want to do. . .

Are we the best sellers of Gas Lights orAre we the best sellers of Gas Lights orAre we the best manufacturers of Gas LightsAre we the best manufacturers of Gas Lights

What do we want to becomeWhat do we want to become

Goal # 1 –Goal # 1 – Pre Determined Net Profit Pre Determined Net Profit

Net ProfitsNet Profits

Pre-DeterminedPre-DeterminedBased on Industry HistoryBased on Industry HistoryHighest Profit ProductHighest Profit ProductHighest Profit Target MarketHighest Profit Target MarketMost Productive EmployeesMost Productive EmployeesProductivity TrainingProductivity Training

Profit GaugesProfit Gauges

Total Cost of Goods Sold Total Employee Compensation Total Burden

Total Professional Fees Total InsuranceTotal Marketing Expense

Running a business without profit controls is like driving a car without a gas gauge – yeah you can do it but you’re always wondering. . .

Organization – Organization – Debra

Jeb Temp Lynn

Design

Jim C

Components

Tracey

Fabricati

Tax Accountant

Accounts Payable

Accounts Receivable

Inventory Control

Rob

Jennifer

Open

SDS - Admin CGL - Admin

Tom

Mitch

Pat

PurchasesPurchases1.1.Who do we buy fromWho do we buy from

2.2.What do we buyWhat do we buy

3.3.How often do we buyHow often do we buy

4.4.Can we buy cheaperCan we buy cheaper

Cost of Goals SoldCost of Goals Sold

Inventory ReportsInventory Reports

LaborLaborKey PartsKey PartsWork In ProgressWork In ProgressWork CompletedWork CompletedOperating ExpenseOperating ExpenseAccount PayableAccount PayableAccount ReceivableAccount Receivable

Purchase Control ReportsPurchase Control Reports

What was Purchased?What was Purchased?Machinery - bidsMachinery - bidsVendorsVendors

How Much is Currently AvailableHow Much is Currently AvailableHow Much is Currently ConsumedHow Much is Currently ConsumedPurchase Orders in ProcessPurchase Orders in ProcessPurchase Orders CompletedPurchase Orders Completed

Raw Materials ReportsRaw Materials Reports

Price ChangesPrice ChangesPurchase PatternsPurchase PatternsBulk PurchasesBulk Purchases Inventory Inventory StockStockPartsPartsWork In ProgressWork In Progress

Labor CostLabor Cost

Health InsuranceHealth InsurancePayroll ExpensesPayroll ExpensesEmployee Compensation / SalariesEmployee Compensation / Salaries Incentives / BonusesIncentives / Bonuses

Measuring SuccessMeasuring Success

Define Individual and Team MetricsDefine Individual and Team MetricsSMART – Specific, Measurable, SMART – Specific, Measurable,

Achievable, Realistic, TimelineAchievable, Realistic, TimelineLead to Conversion RatesLead to Conversion RatesLead to Close RatesLead to Close RatesData QualityData QualityDashboardsDashboards

Stretch Objective Stretch Objective

Establish Pre-Determined Net Profit Establish Pre-Determined Net Profit Develop ConsistencyDevelop ConsistencyOffer the Employee OwnershipOffer the Employee OwnershipStructure a IPOStructure a IPOTake On InvestorsTake On InvestorsBorrow from BanksBorrow from Banks

Insurance Insurance

Liability InsuranceLiability Insurance Interest ExpenseInterest ExpenseLicense / PermitsLicense / Permits

MarketingMarketing

Print AdvertisingPrint Advertising Internet AdvertisingInternet AdvertisingM&E M&E Trade Show ExpenseTrade Show ExpenseTravelTravel

Converting LeadConverting Lead

Leads Converted TodayLeads Converted Today Leads Converted this MonthLeads Converted this Month % of Leads Converted *(daily, weekly)% of Leads Converted *(daily, weekly) Open LeadsOpen Leads Open Leads Over 36 Hours OldOpen Leads Over 36 Hours Old Working LeadsWorking Leads Overdue TasksOverdue Tasks Dead LeadsDead Leads

CGL Sales By Month

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Sales By MonthSales By Month

The first thing to establish when building a marketing plan is the seasonality of your sales. . .

Professional FeesProfessional Fees

Training and DevelopmentTraining and DevelopmentConsultants FeesConsultants FeesLegal FeesLegal FeesTotal Professional FeesTotal Professional Fees

Operating ExpensesOperating Expenses

Repair / Repair / MaintenanceMaintenance

Security SystemSecurity System RentRent Depreciation Depreciation

ExpenseExpense Merchant FeesMerchant Fees Office SuppliesOffice Supplies Parking ExpenseParking Expense Postage and FreightPostage and Freight

Sub Contract LaborSub Contract Labor TaxesTaxes TelephoneTelephone UtilitiesUtilities Bank Service ChargeBank Service Charge Charitable Charitable

ContributionsContributions Dues and Dues and

SubscriptionsSubscriptions GiftsGifts

SalesSales

January 2007January 2007

Standard Number One - Standard Number One - ConsistencyConsistency

YTD Net Profits

Standard # 2 - LeadsStandard # 2 - Leads

Web To Lead CaptureWeb To Lead Capture800 Calls (Track All Advertising)800 Calls (Track All Advertising) Imported Purchased ListImported Purchased ListLead GeneratorLead GeneratorSet Up to Distribute Leads by Set Up to Distribute Leads by

CategoryCategory

Standard # 3 – Activity ReportsStandard # 3 – Activity Reports

Standard #4 – Sales ReportsStandard #4 – Sales Reports

Standard #4 – Cost Per Standard #4 – Cost Per LeadLead

Quarantine Database

A distinguishing feature of Oasis-CRM is the process of ‘quarantining’ sales leads until

they are properly qualified.

Once leads are dispatched, sales personnel work, organize and communicate with these leads in order to establish proper qualifications.

Integrating Integrating Multiple Multiple SystemsSystems

ManufacturingManufacturing

Standard # 5 -ConsumablesStandard # 5 -Consumables

Office SuppliesOffice SuppliesShipping Supplies (foam / tape )Shipping Supplies (foam / tape )Boxes Boxes SolderSolderCopperCopperValvesValvesElectric ComponentsElectric Components

Standard #6 – Finished Standard #6 – Finished ProductsProducts

PrototypesPrototypesSamplesSamplesShowroom FixturesShowroom FixturesFinish Product (wholesale)Finish Product (wholesale)Finish Product (ship now)Finish Product (ship now)

Standard # 7 – Campaign Standard # 7 – Campaign ManagementManagement

Marketing Campaigns Budget – ROIMarketing Campaigns Budget – ROIMedium to UseMedium to UseCreative MessageCreative MessageSeasonal MessageSeasonal MessageTarget MarketTarget MarketTarget DemographicTarget Demographic

Suspect to ProspectsSuspect to Prospects

Notified of new incoming leads via E-Notified of new incoming leads via E-mailmail

Sales personnel qualify and Sales personnel qualify and communicate with leadcommunicate with lead

When interest is established, lead is When interest is established, lead is promoted to ‘prospect’promoted to ‘prospect’

Standard # 8 – Qualified Standard # 8 – Qualified DatabaseDatabase

Interested

Could BeInterested

Definitely Interested

Somewhat Interested

Standard #9 – Qualified Standard #9 – Qualified ProspectProspect

Quotation GeneratedQuotation GeneratedApproval System Approval System Quotation Released to ProspectQuotation Released to ProspectFollow-up ScheduledFollow-up ScheduledTask GeneratedTask GeneratedPipeline ManagedPipeline Managed

Standard #10 Pipeline Standard #10 Pipeline ReportReport

Information TechnologyInformation Technology

System AdministratorSystem Administrator

Configure NameConfigure Name Passwords for Passwords for

Each email Each email Address allowed Address allowed into systeminto system

During this time Oasiswill allow you to put select fields so thatleads can be auto sortedby sales reps, based on field

During this time Oasiswill allow you to put select fields so thatleads can be auto sortedby sales reps, based on field

Working / Developing

Qualified

Purchase

Sales Cycle

Current CustomerOpen Leads

Trial

Web Seminar

Demo

Contact Me

Excel File

Word of Mouth

Advertising

Internet Search

Inside Sales

Account Exec

Marketing Campaigns

Online Lead Capture

Open Opportunities

Press

Account Management

Import Wizard (CSV File)

800 Number

Manually Input New Lead

[email protected]

Bogus Info Delete

Current Prospect

Merge

Service, Up Sell, Renew

Sales Lifecycle

Customer Support

Billing Inquiries

Duplicate LeadDe-Dup

Archive

Archive

Merge

Assign Follow Up Task

Mass Email

Call / Voicemail

Call / Voicemail

Email

Handoff

Lead Quality

Email Opt OutNo Current Interest

No DecisionLost Opportunity

Opportunity Quality

Working: 0-21 daysDeveloping: follow up scheduled beyond 21 days

Non-Responsive through day 21

Day 1

Day 2

Day 5

Day 12

Lead Router

The Daily DashboardThe Daily Dashboard Sales and Marketing Campaign (Now) Sales and Marketing Campaign (Now) Service / Support ProceduresService / Support Procedures Appointment (Agendas)Appointment (Agendas) Letters SentLetters Sent Phone Calls InitiatedPhone Calls Initiated Phone Calls ReceivedPhone Calls Received Brochures DistributedBrochures Distributed Closing RateClosing Rate Probability ReportProbability Report

Internal Internal CommunicatCommunications Systemions System Annual PlanAnnual Plan

Quarterly UpdateQuarterly Update Weekly Staff MtgWeekly Staff Mtg Weekly Sale ReportsWeekly Sale Reports

Prospect

Marketing Campaign Marketing Campaign ManagerManager

ProspectProspect

Oasis CRM allows automated lead capture through a ‘Contact Us’ web portal. When incoming leads enter their information for dispatch, they are automatically linked to the proper marketing campaign.

Marketing Campaign Marketing Campaign GuidelinesGuidelines

Marketing promotions are the primary Marketing promotions are the primary grouping of incoming sales leadsgrouping of incoming sales leads

Leads are manually input, file Leads are manually input, file imported, or entered from the web imported, or entered from the web portalportal

Marketing promotions are also used to Marketing promotions are also used to track expenses, results and details track expenses, results and details related to the campaignrelated to the campaign..

Campaign OverviewCampaign Overview

Design

Cutting

Welding Station

Components

Gas

Finishing

Shipping

SatisfiedCustomer

Marketing Promotions Marketing Promotions DefinedDefined

Walk InWalk In

Internet Marketing

Internet Marketing

ReferralReferralTradeShowTradeShow

Magazine Ads

Magazine Ads

OASISOASIS

Target Target AudienceAudience

ROI DefinedROI Defined DemographicDemographic Cost Per Lead Cost Per Lead Cost Per SalesCost Per Sales

ContactUs

Request Brochures

PodCast

Demo – What Makes Us Different

Contact Me

Excel File

Word of Mouth

Advertising

Internet Search

Marketing Campaigns

Conversion

Press

Import Wizard (CSV File)

800 Number

Manually Input New Lead

[email protected]

Campaign

Campaign Campaign

Campaign

Campaign

Campaign

Campaign

Campaign Campaign

Campaign

Campaign

Campaign Campaign Campaign Campaign

Campaign

Campaign Campaign

Campaign

Campaign

Campaign

Campaign

Campaign Campaign

Campaign

Campaign

Campaign Campaign

Campaign

Campaign

Campaign

Lead RouterLead Router

Leads Are Collected From Each Leads Are Collected From Each CampaignCampaign

CampaignCampaign Month 1Month 1 Month 2Month 2 Month 3Month 3 Total Total

QuarterQuarter

TotalTotal

YTDYTD

Walk InWalk In

MagazineMagazine

Trade ShowTrade Show

ReferralReferral

InternetInternet

Marketing Report #1 - Marketing Report #1 -

CampaignCampaign Month 1Month 1 Month 2Month 2 Month 3Month 3 Total Total

QuarterQuarter

TotalTotal

YTDYTD

Walk InWalk In

MagazineMagazine

Trade ShowTrade Show

ReferralReferral

InternetInternet

Lead Report To Sales Lead Report To Sales ManagerManager

Distributed to Sales Force byDistributed to Sales Force byPublicationPublicationMediumMediumGeographicGeographic IndustryIndustryExisting CustomerExisting CustomerQuotaQuotaSkill LevelSkill Level

Oasis will allow you to feed yourmost qualified sales representatives the

leads that are generated by the most productive marketing campaign

Or to the rep that is mostKnowledgeable about that target market

Oasis will allow you to feed yourmost qualified sales representatives the

leads that are generated by the most productive marketing campaign

Or to the rep that is mostKnowledgeable about that target market

Marketing Campaign Marketing Campaign CriteriaCriteria

Printing ExpensePrinting ExpenseSpace ExpenseSpace ExpenseDesired Results (Leads / Conversion)Desired Results (Leads / Conversion)Target Audience Target Audience Marketing Materials Marketing Materials (flyers / brochures)(flyers / brochures) Approved AttachmentsApproved Attachments Campaign OfferCampaign Offer

Lead ManagementLead Management

Lead EnteredLead Entered Direct from Website Direct from Website Manually by Sales Rep / AdminManually by Sales Rep / Admin Imported from Lead List (Salesgenie.com)Imported from Lead List (Salesgenie.com)

Sensitive Data EntrySensitive Data Entry Name – Address - City – State – ZipName – Address - City – State – Zip Contact InformationContact Information Specific QuestionsSpecific Questions

PatACT! SystemPatACT! System

Telephone Follow-up Call or Email #1 - How can I Telephone Follow-up Call or Email #1 - How can I help you?help you?

Telephone Follow-up Call or Email #2 Telephone Follow-up Call or Email #2 (Recommendation)(Recommendation)

Telephone Follow-up Call or Email #3 (Solution Telephone Follow-up Call or Email #3 (Solution Offered)Offered)

Telephone Follow-up Call #4 (Q&A) Must Make Telephone Follow-up Call #4 (Q&A) Must Make Direct ContactDirect Contact

Telephone Follow-up Call #5 (Proposal)Telephone Follow-up Call #5 (Proposal) Total Qualifying TimeTotal Qualifying Time

Specific Specific RelevantRelevant Questions for Questions for Sales Reps to Engage ProspectSales Reps to Engage Prospect

CategoryCategoryWholesalesWholesalesRetailRetailOtherOther

Time Zone (Territory)Time Zone (Territory)Type of ProductType of ProductWould you like to be on newsletter listWould you like to be on newsletter listMarket (City)Market (City)

Open LeadsOpen Leads

Identify Source of the LeadIdentify Source of the LeadMediaMediaGeographicGeographicCustomer TypeCustomer Type

Assign LeadAssign LeadCustomer ServiceCustomer ServiceNew ResidentialNew ResidentialNew CommercialNew Commercial

Secure DatabaseSecure Database

Reps only have access to their database Reps only have access to their database protected by passwordprotected by password

MasterDataBase

Quarantine Database

Rep A Rep B

Working / Developing

Qualified

Purchase

Sales Cycle

Open Leads

Customer

Open Opportunities

Account Management

Service, Up Sell, Renew

Assign Follow Up Task

Mass Email

Call / Voicemail

Call / Voicemail

Email

Handoff

Opportunity Quality

Day 1

Day 2

Day 5

Day 12

Lead Router

Report 1 – Total Leads

Report 2 – Total Activity Report

Report 3 – Pipeline Report

Report 4 – Lead Status

Report 5 – Lead Quality

Lead Management ReportsLead Management Reports

Total By CompanyTotal By CompanyTotal By DayTotal By DayTotal By HourTotal By HourTotal By WeekTotal By WeekTotal By MonthTotal By MonthTotal By QuarterTotal By Quarter

Identify Type of ClientIdentify Type of Client

ResidentialResidentialCommercialCommercialPreferred CustomerPreferred CustomerPromotionalPromotional

Generated by Each Campaign

Marketing CampaignsMarketing Campaigns

Press

Advertising

Internet Search

Word of Mouth

Trade Show

Manage Clients ExpectationManage Clients Expectation

Identify potential problems in Identify potential problems in advanceadvance

Engage ProspectEngage ProspectBecome Interactive Become Interactive Exchange EmailsExchange EmailsSend PostcardsSend PostcardsMake FriendsMake Friends

Inside Sales Team

Open Leads

Archived

Working LeadsDeveloping Leads

Ranking

Prospects

Rep 3

Rep 2

Rep 1

Open: Followed up on within 48 HoursWorking: Day 1 through day 30 Developing: Scheduled follow up beyond 30 daysArchive: Non-Responsive or No Current Interest

New Opportunity - Ranking SystemA: 30 days, DM, budget, B: >30 days, established needC: >60 days, DM unclear, budget unclearD: Bingo, kicking the tires

Archived Lead - Ranking SystemA: Real Contact, Decision Maker, Good CompanyB: Real Contact, Influencer, Good CompanyC: Real Contact, Decision Maker, Suspect CompanyD: Real Contac, Influencer, Suspect CompanyF: Suspect Contact, Unknown, Suspect company

Non-Responsive No Current Interest

Qualified Opportunity

Lead StatusLead Status

Closing the SaleClosing the Sale

Proposal Submitted (Request Job Proposal Submitted (Request Job Number)Number)

Client Question and AnswersClient Question and AnswersManage Clients Expectations / Get Manage Clients Expectations / Get

signed Agreementsigned AgreementPut Order in System - Determine Put Order in System - Determine

Position in SystemPosition in SystemContract Submitted To ManufacturerContract Submitted To Manufacturer

Customer ServiceCustomer Service

Job Status Update to ClientJob Status Update to ClientDeliveryDeliverySatisfaction ReportSatisfaction ReportDo not wait for bad news to contact Do not wait for bad news to contact

the client – keep them informed the client – keep them informed before there is a problem – make before there is a problem – make them aware of the problem them aware of the problem immediatelyimmediately

Customers For CGLCustomers For CGL

Who Are They?Who Are They?

Sales By Dollar Amount

Under $2,000Under $5,000

Under $20,000

Under $3,0000Under $15,000

Under $10,000

$

0

2

4

6

8

10

12

14

$5,000.00 $10,000.00 $15,000.00 $20,000.00 Over $20,000

Commercial Account $ Commercial Account $ DistributionDistribution

Sale

A

B

C

D

F

A

B

C

D

A

B

C

D

F

$

Qualified Leads

Open Leads

Archived

Capitalize on Archived Leads Database

Remarket utilizing email drip campaigns.

Build targeted prospect lists based upon: quality, opportunity size, create date, last activity, geography

Account Executives

Sales Cycle

DCCA

DCAC

ABAAAE 3

AE 2

AE 1

Archived Lead - Ranking SystemA: Real Contact, Decision Maker, Good CompanyB: Real Contact, Influencer, Good CompanyC: Real Contact, Decision Maker, Suspect CompanyD: Real Contac, Influencer, Suspect CompanyF: Suspect Contact, Unknown, Suspect company

Lost OpportunityNo OpportunityNo Decision

Qualified Opportunity

Productivity / Efficiency Productivity / Efficiency

Define, Document, and ShareDefine, Document, and Share Best Practices – Training / Best Practices – Training / Processes ImplementationProcesses Implementation Rules of EngagementRules of Engagement De-DupingDe-Duping Effective, On-Target E-Mail TemplatesEffective, On-Target E-Mail Templates Repeatable TrainingRepeatable Training

Customer Care CenterCustomer Care Center

The Sales Rep Must The Sales Rep Must Understand the Understand the

Manufacturing Process and Manufacturing Process and Communicate it to the Communicate it to the

CustomerCustomer

Maintain a High Level or Maintain a High Level or MoraleMorale

Define and Communicate Define and Communicate Career Career Opportunities are affected by Opportunities are affected by Customer Customer Service Service Monthly and Quarterly IncentiveMonthly and Quarterly Incentive RecognitionRecognition Promote Healthy CompetitionPromote Healthy Competition Mentor StaffMentor Staff

Creating a Ticket (Job Creating a Ticket (Job Jacket)Jacket)

Enter New CustomerEnter New CustomerAccess Existing CustomerAccess Existing CustomerNew tickets are generated directly New tickets are generated directly

from a quotation once it has reached from a quotation once it has reached the “Sales Order” (See CRM) statusthe “Sales Order” (See CRM) status

Tickets are be created from each Tickets are be created from each sales order.sales order.

Work Order ManagementWork Order Management

New Item (Prototype / Certification)New Item (Prototype / Certification)Service IssueService IssueAccounting IssueAccounting IssueNew OrderNew OrderNew VendorNew VendorCustomer Care Issue (CGL is a Customer Care Issue (CGL is a

customer of SDS)customer of SDS)

Customer Care StandardsCustomer Care Standards

Assigned to a Specific PersonAssigned to a Specific PersonSet Priority LevelSet Priority LevelEstablish Service Calls Pricing / Establish Service Calls Pricing /

StandardsStandardsSales OrderSales OrderBack Up Technician AssignedBack Up Technician AssignedWho filed the Work Order (Issue)Who filed the Work Order (Issue)What Product's are involvedWhat Product's are involved

Work Order ManagementWork Order Management Identify ResourcesIdentify Resources

Design / DevelopmentDesign / Development CuttingCutting WeldingWelding Components InventoryComponents Inventory Gas / Electronic InstallationsGas / Electronic Installations Finishing Finishing Packing & ShippingPacking & Shipping

Identify Technicians – AccountabilityIdentify Technicians – Accountability Tech Notified by eMailTech Notified by eMail

Work OrderWork Order

The ‘Work Order’ function allows the The ‘Work Order’ function allows the user to print out a work order at any user to print out a work order at any point, during initial assignment, while point, during initial assignment, while working an issue or after closing an working an issue or after closing an issue. This can be used to take on a issue. This can be used to take on a site and includes any parts and site and includes any parts and supplies and service entries.supplies and service entries.

Dispatch Work OrdersDispatch Work Orders

Forward Work Order (Issue)Forward Work Order (Issue)SDSSDSWinter HouseWinter HouseOther 1Other 1Other 2Other 2Other 3Other 3

Work Order UpdateWork Order Update

Customer HistoryCustomer History Inventory Parts EntryInventory Parts Entry Service Time EntryService Time Entry Scheduling Technicians' TimeScheduling Technicians' Time Scheduling Service TimeScheduling Service Time Recording all Communications EntriesRecording all Communications Entries Printing History of Work Order / StatusPrinting History of Work Order / Status

Inventory Parts UsageInventory Parts Usage

Product TypeProduct TypeCategory (Wall, Post, Hanging)Category (Wall, Post, Hanging)ManufacturerManufacturerWarehouseWarehouseModel DescriptionModel DescriptionPhoto (Optional)Photo (Optional)

Parts TrackingParts Tracking

Work Order NumberWork Order NumberPrimary Components (Inventory Primary Components (Inventory

Control)Control)Accessories RequiredAccessories RequiredParts RequiredParts RequiredLabor Required / BudgetedLabor Required / Budgeted Inventory Status (Reorder Alert)Inventory Status (Reorder Alert)Photo (Optional)Photo (Optional)

Billing Work OrdersBilling Work Orders

Automatically Billed based on Automatically Billed based on previous inputprevious inputBilled to CustomerBilled to CustomerBilled to SellerBilled to SellerBilled to Third Party VendorBilled to Third Party Vendor In House CostIn House Cost

Service and Time EntryService and Time Entry

Start DateStart DateDue DateDue DateTechnician AssignedTechnician Assigned Issue (Work Order) Issue (Work Order) Budgeted TimeBudgeted TimeRateRateTotal Labor CostTotal Labor Cost

Entering Start and End dates & times will automatically calculate Billable time.

Advanced Billing OptionsAdvanced Billing Options

Overtime Overtime Override Set Billing RateOverride Set Billing RateAdding SurchargesAdding SurchargesEliminating Charge from InvoiceEliminating Charge from InvoiceApplying Charge to InvoiceApplying Charge to Invoice

Customer Portal OptionCustomer Portal Option Allows for technicians to communicate to a Allows for technicians to communicate to a

customer using the self-service portal. customer using the self-service portal. The technician can post the service entry The technician can post the service entry

and choose the ‘Yes’ radio button to send and choose the ‘Yes’ radio button to send an automatic email notifying the customer an automatic email notifying the customer contact to which the issue is assigned contact to which the issue is assigned

The email will contain a link directing login The email will contain a link directing login to the portal to review the issueto the portal to review the issue

The customer can also post a reply back The customer can also post a reply back using the self service portal which will using the self service portal which will send an automatic email to the technician send an automatic email to the technician assigned.assigned.

Work Order Cost SavingsWork Order Cost Savings

List all Parts / Component Needed for JobList all Parts / Component Needed for JobTracks All Parts Against Inventory Alerts Tracks All Parts Against Inventory Alerts

when inventory is below standardswhen inventory is below standardsAssigned Specific time to specific tasksAssigned Specific time to specific tasksProduces Daily Status Report on each Produces Daily Status Report on each

Work OrderWork OrderAutomatically Notifies QuickBooks to Automatically Notifies QuickBooks to

send invoicesend invoice

The End. . . The End. . .

Or Shall We Say The Or Shall We Say The Beginning. . . Beginning. . .

Knowledge Base ArticleKnowledge Base Article

Details of Work OrdersDetails of Work OrdersCreate “how was this issue resolved” Create “how was this issue resolved”

article for Customer Service Centerarticle for Customer Service CenterFile is maintained and accessed by File is maintained and accessed by

the Customer Service the Customer Service RepresentativesRepresentatives