PHR CRM - User contributions [en]

Operations:Operations

2024-09-23T17:21:42Z

Admin: /* Key Responsibilities */

=Overview:=

The Operations Team plays a pivotal role in ensuring the smooth functioning and efficiency of Pothole Repair's day-to-day activities. Comprising dedicated professionals with diverse skill sets, this team is the backbone of the organization's operational success.

===Mission and Purpose:===

At Pothole Repair, we understand that our business success hinges on service quality. We equip our field personnel with optimal information and resources to surpass client expectations. Through streamlined operations, we provide top-tier service while enhancing internal efficiency.

We prioritize our team's well-being by offering '''intelligent scheduling, logistics support''', and problem-solving assistance. By recognizing and respecting the challenges our team faces, '''we fortify our greatest assets—our employees'''. This commitment ensures the delivery of high-quality services to clients, fostering success for all.

The Operations Team is driven by a mission to seamlessly integrate various aspects of Pothole Repair's operations, contributing to its overall success. The team's purpose is to '''optimize processes, enhance productivity,''' and '''maintain a high standard of operational excellence'''. Here, we introduce you to the key functions, responsibilities, and collaborative efforts that define the Operations Team at Pothole Repair.

===Key Responsibilities===

# [[Operations Support Phone Number]]
# [[New Technician/ Driver Onboarding, Training and Documentation]]- The section includes details about scheduling and tracking all new driver onboarding activities including ELD set up and login, driver tests, senior tech exam, documentation and compliance.
# [[PHR Operations & Scheduling]]- This section includes details about scheduling internal tasks and external (field employee) tasks
# [[Inventory Management]]- The section details all the inventory management tasks including scheduling regular inventory checks (truck, yard, surveyor and warehouse), updating inventory records and ordering processes.
# [[Vendor Mastersheet]]- Use this section to find the most optimum vendor by location and service provided.
# [[Maintenance: Truck, Trailer & Small Machines]]- The section covers the scheduling of all cleaning and preventative maintenance activities (including both by technician and mechanic) for trucks, trailers, rollers, tar kettles & torches, asphalt heaters and asphalt cookers.
# [[Troubleshooting]]- The section contains the presentation to identify and troubleshoot common problems faced while working with rollers, tar kettles & torches, asphalt heaters and asphalt cookers.
# [[Emergency Reporting]]- The section contains emergency protocols and forms required in event of vehicle accidents, hit and run incidents and employee illness/ injury.
# [[Field Employees FAQS]]- This section details common on-the-job and general attendance issues faced by field employees and the operations team's response to them.
# [[Employee PTO Management]]- This section contains information on how Pothole Repair employees report (advance or unplanned) PTO and the necessary follow up processes. Operations can find information about People Ready Staffing Firm and organize emergency/ rapid labor to replace technicians at short notice.
# Disciplinary Actions
Last Updated: 09/23/2024

Main Page

2023-02-28T11:20:50Z

Admin: Protected "Operations" ([Edit=Allow only autoconfirmed users] (indefinite) [Move=Allow only autoconfirmed users] (indefinite))

Mobile applications

2023-02-23T15:03:57Z

Admin: /* eTechnician 2.0 */

Mobile applications

2023-02-10T14:40:14Z

Admin: /* eTechnician 2.0 */

2023-01-30T14:47:42Z

Admin: /* Proposal Maker */

2023-01-13T15:52:32Z

Admin:

=Lead generator=
External users, who are limited to using some parts of the CRM through special configuration, can use the Lead Generator application to generate or retrieve new customers' information. Fully linked to Google, the app is easy to log into and provides geolocation services.

''Hunters,'' through a license granted to them by the company, can search for new clients. They look for new potholes, register them in the system using the application, and receive payment for each successful client.

Each time a hunter creates a Lead, they get an email notification to keep track of all records they have created. Pothole Repairs runs weekly reports to verify the number of leads and conversions made by our hunters, for which they are paid.

Very similar to the RPH creation process of the CRM, the app has a ''wizard'' that guides the user step by step to avoid skipping any actions. Please find below a series of images showing each section with brief descriptions.

[[File:Portada.png|500px|thumb|centre|App Portrait Picture]]

The users can access more options by clicking on the sandwich menu at the top left corner.

[[File:Menu.png|500px|thumb|centre|Menu]]

Before creating a new lead, the app will connect to the GPS to automatically geolocate the potholes.

[[File:Start.png|500px|thumb|centre|Conecting to GPS]]

If the app cannot retrieve the location automatically, then the user will manually set it by dragging the pin to the actual location.

[[File:Set location.png|500px|thumb|centre|Set PH damage location]]

Once the location is determined, the user can take two pictures
* the pothole image
* a picture of the entrance or commercial sign with the company's information to easily identify or match the pothole to the site.

[[File:4 LG.png|500px|thumb|center|Confirm Location]]

After taking the pictures, the app will ask to provide a company name.

[[File:5.png|500px|thumb|center|Provide company name]]

And it will also ask to provide more information and a leasing name.

[[File:6Leasing.png|500px|thumb|center|Leasing pic]]

Finally, the user verifies all information and clicks on "create it."

[[File:7Create Lead.png|500px|thumb|center|Create Lead]]

The user has successfully created the new Lead.

[[File:8Lead Saved.png|500px|thumb|center|Lead Saved]]

=Proposal Maker=

The Proposal Maker app works on the same concept as the Lead Generator App, using a ''wizard'' to guide the user step by step and avoid missing or skipping information.

The slight difference between them is that surveyors use this app to assess the damage and provide quotes and job requirements to fix the potholes in a property, such as size, amount of TRs, type of work and tools needed, etc. Surveyors use their access to see all the activities assigned to them, including the property type to visit and directions to do so.

The series of images below display each section with brief descriptions
Below is the main screen where the surveyors can see all assigned activities and filter them by date.

[[File:PM-1.png|500px|thumb|center|Main Screen]]

They can access more options by hitting the sandwich menu at the top left corner.

[[File:Screenshot 20220805-054001 Proposal Maker.jpg|thumb]]

For each task, they can directly contact the customer and the opportunity owner.

[[File:PM-3.png|500px|thumb|center|Send an e-mail to the customer]]

[[File:PM-2.png|500px|thumb|center|Call the customer]]

[[File:PM-4.png|500px|thumb|center|Call opp owner]]

They can see more information about the opportunity, use the GPS to navigate the property, or complete the opportunity.

[[File:PM-5.png|500px|thumb|center|See more info]]

[[File:PM-6.png|500px|thumb|center|Navigate to property]]

[[File:PM-7.png|500px|thumb|center|Complete Opp]]

[[File:PM-8.png|500px|thumb|center|Complete Opp]]

If needed, the surveyors can also add more repairs, PH damage, or External Damage where the damage needs to be repaired by one of our partners.

[[File:PM-9.png|500px|thumb|center|Add more repairs]]

If they were to add more repairs, they first need to take a ''before picture'' of the damage.

[[File:PM-10.png|500px|thumb|center]]

After taking the picture, they have to set the estimated amount of TRs (Thermal Repairs) they think will be needed to fix that damage.

[[File:PM-11.png|500px|thumb|center]]

In the next step, the surveyor has to set the specific pothole location, the more accurate, the better.

[[File:PM-12.png|500px|thumb|center]]

[[File:PM-13.png|500px|thumb|center]]

Then they must specify whether the technicians will need to take any extra tools or materials, and finally add notes to the job.

[[File:PM-14.png|500px|thumb|center]]

Finally, once they have closed it, the system will ask the technician to confirm having read the task notes, add notes to the opportunity, and finish the task.

[[File:PM-15.png|500px|thumb|center]]

[[File:PM-16.png|500px|thumb|center]]

[[File:PM-17.png|500px|thumb|center]]

The other option is to add or create an External Proposal for our partners. When the surveyor clicks on "External Damage," the app will show a pop-up window asking confirmation to proceed.

[[File:PM-18.png|500px|thumb|center]]

The surveyor must upload a picture of the damage before choosing the product or required type of work.

[[File:PM-19.png|500px|thumb|center]]

Finally, the wizard will ask the surveyor to add any notes.

[[File:PM-20.png|500px|thumb|center]]

And a pop-up window will ask for confirmation to close the proposal.

[[File:PM-21.png|500px|thumb|center]]

=E-Technician=

Our technicians use this app for two main purposes:
* To check-in, to upload their time card, the truck inspection, and inventory.
* To access all jobs, dispatches, and surveys assigned to them

This application is solely for our employees' use and not for external users.

[[File:1 Home Login.png|thumb]]

From the main screen, our technicians can view both the Dispatches and Surveys assigned.

[[File:Screenshot 20201215-104158 eTechnician.jpg|500px|thumb|center]]

They can access more options by hitting the sandwich menu at the top left corner.

[[File:Screenshot 20201215-104203 eTechnician.jpg|500px|thumb|center]]

The "upload receipt" option allows them to upload any bill or expense they might have as part of their duties; this way, all expenses can be kept and tracked in one place.

When they hit "upload receipt," the app will open up the camera to take a picture of it.

[[File:Screenshot 20201215-104209 eTechnician.jpg|500px|thumb|center]]

When the technicians enter the application to see either a dispatch or survey, they can get a job preview showing all the work to do and the amount of TRs per damage.

[[File:Screenshot 20201215-104238 eTechnician.jpg|500px|thumb|center]]

[[File:Screenshot 20201215-104231 eTechnician.jpg|500px|thumb|center]]

Before starting a job, the app will prevent the users from completing the daily inspections (check-in), explained in the [[dispatch]] section.

[[File:Screenshot 20201215-104242 eTechnician.jpg|500px|thumb|center]]

Once the daily inspections are completed, the system will allow them to continue.

When a technician clicks on "start," the system will send an email to the customer and to the owner of the opportunity to notify them the repair is in process. The system also allows Headquarters to track progress using a live feed regarding the job progression.

[[File:Screenshot 20201215-104330 eTechnician.jpg|500px|thumb|center]]

[[File:Screenshot 20201215-105915 eTechnician.jpg|500px|thumb|center]]

After confirming the operation, the system will also remind the technicians to log out from their vehicles.

[[File:Screenshot 20201215-105924 eTechnician.jpg|500px|thumb|center]]

Technicians can see all details regarding the job, see the surveyor's notes, and call either the owner or the surveyor. Using buttons, they can
* Navigate to the pothole
* Take a picture after fixing the damage
* Reschedule the item if they could not finish it at that time due to unexpected reasons.

[[File:Screenshot 20201215-105929 eTechnician.jpg|500px|thumb|center]]

After taking the picture, the system will open a window and set the number of TRs needed to fix the pothole.

[[File:Screenshot 20201215-105946 eTechnician.jpg|500px|thumb|center]]

They have to specify the type of repair they performed.

[[File:Screenshot 20201215-110002 eTechnician.jpg|500px|thumb|center]]

Please find an example of the view they get after completing the task.

[[File:Screenshot 20201215-110008 eTechnician.jpg|500px|thumb|center]]

At the end of the screen, there are more options to either add a new repair, reschedule the job or view the map.

[[File:Screenshot 20201215-110011 eTechnician.jpg|500px|thumb|center]]

The process to add further repairs is very similar: Technicians need to click "add new," take a picture of the damage, set the estimated amount of TRs to be used, and set the location of the pothole. After they have added all the new additional repairs and clicked on "finish," the system will notify the account manager to get approvals. If approved, the technicians should fix those additionals repairs before leaving the property.

[[File:Screenshot 20201215-110019 eTechnician.jpg|500px|thumb|center]]

[[File:Screenshot 20201215-110034 eTechnician.jpg|500px|thumb|center]]

[[File:Screenshot 20201215-110044 eTechnician.jpg|500px|thumb|center]]

[[File:Screenshot 20201215-110051 eTechnician.jpg|500px|thumb|center]]

After they have completed all the items within the dispatch, they will automatically be redirected to this screen to add the last notes for the dispatch.

[[File:Screenshot 20201215-110255 eTechnician.jpg|500px|thumb|center]]

Once the job is complete, they can finally close the dispatch and confirm completion.

[[File:Screenshot 20201215-110257 eTechnician.jpg|500px|thumb|center]]

Now that the technicians are done, the app will prevent them from logging into their vehicle before driving to the next property.

[[File:Screenshot 20201215-110300 eTechnician.jpg|500px|thumb|center]]

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Back-end Processes]]

File:1 Home Login.png

2023-01-13T15:50:59Z

Admin:

home

Operations:Operations

2022-12-30T17:47:36Z

Admin: