When creating a Work Request, it may be necessary to first create and seek approval of an Estimate to ensure transparency, manage customer expectations and maintain accurate records of service requests and associated costs.
Estimate Creation
When a customer requires a service that involves potential costs (such as repairs, installations, or upgrades), the Technician may first create an estimate detailing the anticipated expenses. The estimate request is entered and scheduled during the creation of the initial Work Request. This is conducted by either Coordinators or the Account Administrator.
Estimate Approval
Once the Technician has visited the Service Location and made their determination, they will update the requested Estimate via the Mobile App. The estimate will then appear in the Back Office, within Estimates.
Using Review & Send, the Coordinator will evaluate the Estimate and make any necessary changes. For example inserting additional line items, updating pricing or adding tax information.
Once the Estimate is complete, press Create Estimate to save.
The Estimate will be emailed to the Customer at their address on file, using ‘Send.’
The Customer reviews the estimate to ensure that they understand the scope of work and associated costs. They will then either Approve or Reject the Estimate via a link embedded in the email. No login is required from the Customer.
In the event the Customer approves or rejects the Estimate through other means (for example, a phone call), input buttons are available for manual entry.
For their records, Customers will receive via email a PDF file of the approved Estimate.
Work Request Creation
Once the estimate is approved by the customer, a work request is generated based on the approved estimate.
Within the Back Office, the Estimates section is utilized not only for sending out the estimates but also tracking their progress. Once a customer approves an estimate it will be listed for scheduling.
Approved Estimates that have not been scheduled will trigger an indicator that when clicked will produce a list of the unscheduled Estimates.
Service Scheduling
The work request is then scheduled, taking into account factors such as technician availability, customer preferences, and any time-sensitive requirements.
To schedule the approved Estimate, click ‘Schedule Job’. The Schedule will now appear on the screen for final refinement and to send the Job to the Technician.
The assigned technician receives all the necessary information from the work request via the mobile app.