PHR CRM - User contributions [en]

Opportunity

2021-01-18T19:14:01Z

Bbaigorri: /* Generate proposal */

=An Introduction=

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. Whether in a Lead or Account, all Opportunities require an RPH either exist or first be created.

As all sales professionals understand, a small number of prospects and clients will be motivated enough to follow up with the company and sign the contract in a timely fashion. It is our job to make life easier for our clients, so we do not just send quotes to file and forget about them. Potholes do not fix themselves; they just grow larger and become more expensive to repair. Our clients are very busy and manage multiple projects at many properties, so we stay on top of our opportunities and help them avoid bigger problems.

This module has the tools to provide consistent and professional follow up as necessary to produce consistent sales revenue.

=A definition=

An opportunity is a specifically defined number and scope of repairs that the client can either authorized or not.

There is no significant difference between a quote and an opportunity.

Opportunities are always nested under either a Lead or an Account. It is possible to have more than one opportunity under Lead if none of the opportunities ever result in a sale. Otherwise as soon there is a sale, the Lead is converted to an Account.

Further, no Lead or Account can have 2 opportunities opened at the same time, because what an opportunity is by definition is a recommendation for one or more repair.

=How is it generated?=

There are three main ways an opportunity is generated. The first is through the automated PARC process. The PARC agreement provides the client three inspections per year and our system automatically creates these opportunities and survey tasks.

Another opportunity type is the Remedial Repair Opportunity. A Remedial Repair Opportunity is used when we are providing repairs as part of our Warranty coverage. Because Remedial Repairs are associated with work previously performed, the process to create them is found within a Closed Won Opportunity.

The most common way an Opportunity is created is through the successful outcome of our marketing and sales efforts. In other words, the Opportunity is created when the client accepts our offer of a proposal. Remember, all Opportunities require an RPH, you will need to create one if there is not an active RPH.

=Opportunity types=

What we explained before are the ways or circumstances in which most opportunities can be created. Now we’ll see the types of opportunities we can create and the purpose of this classification.

'''New Business Opportunity:''' only applies for those situations when it is the first time we have ever done any job on the site (the contact or the account could be a client that has already worked with us, but it is the first time working on the site.

'''Repeat Business Opportunity:''' on the contrary, we consider a repeat business when we have done some work before at a specific address.

'''Remedial Repair Opportunity:''' a warranty repair. When a job fails we provide a remedial repair to fix it.

'''Demo Repair Opportunity:''' a unique Opportunity type we use to provide a free repair to generate new business. This Opportunity type generates a zero-dollar proposal but otherwise follows all the steps as a “normal” Opportunity. We want the client to experience our customer journey so they are sent the proposal, email updates from Operations and an invoice. The Demo Repair is meant to showcase not just our repairs but also our technology, thoroughness and client service.

'''Flexible Opportunity:''' sometimes for various reasons a customer will hire us but neither they or us know specifically what potholes are on their lot, how many or how big these are. So in this case they will sign an NTE (Not To Exceed) authorization. This means that our company is allowed to fix their potholes up to a certain limit of money which is fixed by the customer. So when technicians arrive at the site they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' this type of Opportunity is used for jobs done under our Cold Weather Plan. When temperatures stay consistently under 40ºF we enact Winter Mode. During Winter Mode we provide a durable, hot asphalt patch but not our Thermal Repairs. We return when the weather warms and provide our permanent Thermal Repairs at no additional cost to the client. The system automatically schedules the return visit without additional input from the Account Manager.

=Opportunity Menu=

==View all opportunities==

Very similar to other modules, here is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time
*Search by Opportunity name

[[File:653.png|1000px|centre|thumb]]

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:

*From date (creation)
*To date (creation)
*Stage

[[File:654.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Management Company: is the Parent account of the shown account.
*Company
*Opportunity
*Contact: is the main contact of the account.
*Phone
*Mobile
*Quotes: indicates whether there are quotes for the account. If yes, a green check mark will be shown.
*TR’s: amount of thermal repairs
*Amount
*Stage
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

* Log a new call
* Create a new event
* Create a new tasks
* Send a new email.
* Add new note

==View external proposals==

Here is possible to see the list of the existing External Proposals in the database.

The only available filters are:
*From date (creation)
*To date (creation)
*Status

Yet, there is a search bar that can be used to refine the search by looking among the shown results.

[[File:673.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search bar” (magnifying glass) and it will refine the results if there are matches with any field.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:

* Proposal ID: ID number
*Company: the customer Pothole Repair is working for
*Contact
*Phone
*Mobile
*Location
*County
*ZIP code
*Partner: partner company working with Pothole Repair
*Status
*Amount
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

=How to create an opportunity=

There are several ways to create an Opportunity, nevertheless most often we use two ways.

The first one, from the Lead or Account page, by clicking on the button “Create Opportunity”

[[File:650.png|300px|thumb|left]]

This triggers a validation within the system to check there is an opened RPH for the Lead/ Account.
If there is not an RPH created for the Lead/ Account, then the system will ask the user to proceed to open a new one. In which case the user needs to fill the [[RPH#Manual_RPH_creation_.28through_CRM.29|RPH creation form]], explained in previous sections of this wiki.
If the RPH already exists, then the user will be redirected to the Opportunity creation form.

The other one is from the Reported PH’s tab in the Account/ Lead module, by clicking on the money symbol. This can be done when the RPH has been previously created, otherwise there would not be any available records valid for creation.

[[File:652.png|1000px|thumb|center]]

Note that when creating an opportunity, the system performs two validation processes regardless of the way of creation.

First the system validates there is an RPH whose status is open, this generates a double relationship between the RPH that exists and the opportunity to be created.

On the other hand, the system also verifies that the user who is creating this new opportunity is also the owner of said account. If not, then the system will give the user the option to create with or without splitting the opportunity.

=Information contained within the opportunity=

The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:

* Opportunity info
* Quotes
* Images
* Documents
* Related RPH
* Events and activities
* External proposal
* History
* Quote history
* Work history

==Opportunity info==

This tab contains general information about the opportunity and the account linked to it. This information is sorted within the following subsections

'''Opportunity information:''' This is the same information shown in the Opportunity Menu section for “View all opportunities”, such as proposal number, stage, owner, account, etc. And all this information is auto-populated from the other modules.
When the opportunity is generated the information (or at least most of it) is auto-populated from the Lead or Account linked to the opportunity.

The system sets by default a name for the opportunity, which is formed by the name of the account and the date of creation for the opportunity.
It also sets the stage Proposal/ Price Quote and a probability of 35%, which is assigned by default as well.

'''PARC agreement for the account:''' users can edit the information in here by selecting the type of PARC (Standart, PARC 1, PARC 2 and Final)

'''Contact:''' The information for this part is auto-populated, nevertheless users have the option to edit the main contact and choose a new one. In order to do it they need to tick the checkbox and then select the desire contact

'''Address:''' this information can’t be edited from this module and is also auto-populated

'''Billing address:''' once again, this information can’t be edited from this module and is auto-populated.

'''Opportunity description:''' free text box to add any information about the opportunity

'''Lock opportunity:''' check-box to lock the opportunity

[[File:655.1.png|1000px|thumb|center]]

[[File:6.png|1000px|thumb|center]]

[[File:656.png|1000px|thumb|center]]

==Quotes==

This section shows all the information regarding the work that needs to be done and its price.

Users can access information like the amount of potholes to fix, the estimated units of thermal repairs for each PH, price, pictures and notes and PH location.

[[File:657.png|1000px|thumb|center]]

===Information in this tab===

* Pothole number
* Product type: whether it is a thermal repair or a remedial repair, for example.
* Units: estimated quantity of the product type needed
* Unit price:
* Subtotal
* Adj total
* Lock price: this option locks the quoted price
* Options: these actions allow the user to delete the item, upload pictures and add notes. When the camera icon is shown in red this means that no pictures have been uploaded for that PH. Once the pictures have been uploaded it will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means coordinates have not been validated by the user. Once done, the red mark will turn green.
* Excluded: excludes the item from the quote
* Extra info: extra information about the pothole
* Special instructions: free text field. Special Instructions for dispatch based on site survey - enter notes here

At the end of the list the system also provides the user with a quote summary.

[[File:658.png|1000px|thumb|center]]

===Available actions in this tab===

User can edit the information presented in this tab and perform the following actions:

* Add Pothole
* Quotes bulk load: allows the user to quickly add a big amount of potholes
* Reset grid: erases all items
* Re-assign images
* Add [[Accounts#PARC_Agreement|PARC]] item
* Reorder items: sorts potholes by number
* Reorder items: resets pothole number
* View price comparison chart: pops up a graph with price information. See picture below.

[[File:661.png|1000px|thumb|center]]

This set of actions can be found on the bottom left corner, right under the last quoted pothole users can select the option for avoiding PH warranty. This can be done by ticking the checkbox at the top right corner of the tab.

[[File:662.png|1000px|thumb|center]]

==Images==

This section contains all uploaded pictures and the users can see them by clicking on the files.

Furthermore they can also get an image map, get coordinates from origin and upload more images and choose between a cover or a map image.
Cover images are the pictures of the brand or mark of the place and map images are the images showing the map location of the pothole.

[[File:663.png|1000px|centre|thumb]]

==Documents==

In this tab users can access all general documents and upload or edit their own documents specially created or each opportunity.

[[File:664.png|1000px|thumb|center]]

Once a proposal has been generated users only need to download the document and upload it in this section. This way the file will be visible to anyone who accesses the opportunity.

The owner of the file can also choose between deleting or disabling their files and all general files will be also accessible from this tap and available to be sent from this tab by selecting any file and clicking the option “send by email” located at the bottom right corner.

[[File:665.png|1000px|thumb|center]]

==Related RPH==

This tab has information about the related RPH, which is the root or reason why the opportunity exists.

This tab gives the user access to basic info like ID, who are the people working on it, images of the PH, etc.

[[File:666.png|1000px|thumb|center]]

==Events and activities==

This tab shows the Notes, Call, Emails or Tasks exchange with the customer. The main purpose is to keep the communication flowing with the customer by logging all the activities.

The information here is sorted in sections according to the communication channel or activity and whether it is open or closed.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

[[File:667.png|1000px|thumb|center]]
[[File:668.png|1000px|thumb|center]]
[[File:669.png|1000px|thumb|center]]

==External proposal==

External proposals that may be related to the opportunity will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed.

For further information visit the External Proposals page.

[[File:670.png|1000px|thumb|center]]

==History==

Keeps a record of all the activities done for the opportunity. Any modification or information added/attached is logged in the system and shown in chronological order in this tab.

[[File:671.png|1000px|thumb|center]]

'''The user can see this in a list with the following columns:'''

* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Quote history==

Keeps a record of all changes done for the quotes. Modification are logged in the system and shown in chronological order in this tab.

[[File:672.png|1000px|thumb|center]]

The user can see this in a list with the following columns:

* Modified Date: date and time of the log
* Description
* Amount
* Adjusted amount
* Owner: owner of the account
* Modified by: user that performed the activity that triggered the log

==Work history==

Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created and invoice created, among others.

[[File:4.11.jpg|1000px|thumb|center]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

By the combination of fields and the status of the completion of each field it is easy to know and understand the actual status of the work in progress.

A regular user can only visualize the 3 first fields, because they usually don't have enough permissions to access dispatch and invoices information. Needless to say any user with admin permissions will be able to see all the information.

=Actions available from the Opportunity page=

==Common actions==

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]
*Add RPH

==Specific actions - Opportunity Module only==

===Generate proposal===

Once the user has finished creating the opportunity then the proposal is ready to be sent.
This can be done by clicking in “generate proposal”, which opens up a preview of the PDF file that will be sent to the customer providing all the necessary information.

At this stage the user has a set of check-boxes to choose preset templates with the information to be sent in the proposal. The options are:

* Exclude PARC infor
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is short version of the proposal with minimal information

After selecting the right template the user has the option to either print or save the proposal

====Information within the proposal====

The file with the proposal contains the following sections

* Proposal ID information
* About Pothole Repair
* Executive Summary Report
* Site Plan Detailing Location of Repairs
* Photo Gallery Documenting Repairs
* Carbon Calculator Analysis
* Proposal Detail
* Terms & Conditions
* Statement of Work
* COI Request Form

'''Proposal ID information:''' this section is very brief and has information to identify the opportunity, the contact information and the owner information.

[[File:676.png|500px|thumb|center]]

'''About Pothole Repair:''' information about the company, its certification and the repair process

[[File:677.png|500px|thumb|center]]

'''Site Plan Detailing Location of Repairs:''' this section contains information about the amount of thermal repairs planned to be used in each pothole. It also has the images and location of the PH.

[[File:678.png|500px|thumb|center]]

'''Carbon Calculator Analysis:''' this section has a calculator showing the amount of energy and CO2 savings due to the use of this method.

[[File:679.png|500px|thumb|center]]

'''Proposal Detail:''' a list with the TRs and the price of each PH.

[[File:680.png|500px|thumb|center]]

'''COI Request Form:''' certificate of insurance request form.

===Add special discount===

This is an administrative privilege which means that in order a sales representative get a special discount for a customer, they first need to create a business case and justify why they want to apply a discount. It must have a legitimate reason to apply it.

Most of the time this tool is used to make it easier for the customer to pay by rounding down the final price when it has funny numbers. For example: instead of charging $1005,32 to a customer we could apply a discount to make it just $1000.

[[File:681.png|500px|thumb|center]]

=Reports=

The reason for this section is to give the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, there are 3 reports that come really handy to quickly understand how well we are performing in our job. These reports are: Sales Report, Dispatch Report and Quote reports

The '''Quote Report''' shows us the efficiency of our work. Every time a user creates an opportunity they are creating a quote. From a sales perspective we know for sure that we win zero percent of the jobs we don’t quote, no one ever signs a contract that doesn’t exist. Equally certain, we know nobody sells 100 percent of what they quote, but we know that on average we’ll sell about 35% of what we have quoted. This report shows that kind of information, in other words the conversion rate.

Another report is the '''Dispatch Report''', which looks at all the opportunities that were created in a given period of time. This report is very straightforward to understand, here you can see in a list view all dispatches delivered. You can also sort the information with different filters.

And finally, the '''Sales Reports'''. This report looks at all the opportunities that were approved, in other word all the actual sales. This report is very simple to use too, again you can see in a list view all sales and sort the information with different filters.

=Closed opportunities=

So before finishing with this module, there is one more question we would like to answer, and this is when should we closed and opportunity or why should we closed it.

This is a little bit more complex than just won or lost. It is not like a coin flip with a binary outcome. Yes, it is true that at the end of the day we could say you either won a sale or lost it , but sometimes the situation is not that straightforward.

Other than won, and opportunity could be close because:

* Sometimes it becomes a sale, but then is cancelled.
* Sometimes we go out to do the survey and find the work requires a paving company, so it closed because it is out of scope.
* Sometimes it is closed because there is no damage, typically this is with PARC agreements in their second or third visit.
* Sometimes it could be closed because the opportunity expired, usually this happens after 60 days without having an answer from the customer.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Opportunity

2021-01-18T19:10:30Z

Bbaigorri: /* Opportunity types */

=An Introduction=

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. Whether in a Lead or Account, all Opportunities require an RPH either exist or first be created.

As all sales professionals understand, a small number of prospects and clients will be motivated enough to follow up with the company and sign the contract in a timely fashion. It is our job to make life easier for our clients, so we do not just send quotes to file and forget about them. Potholes do not fix themselves; they just grow larger and become more expensive to repair. Our clients are very busy and manage multiple projects at many properties, so we stay on top of our opportunities and help them avoid bigger problems.

This module has the tools to provide consistent and professional follow up as necessary to produce consistent sales revenue.

=A definition=

An opportunity is a specifically defined number and scope of repairs that the client can either authorized or not.

There is no significant difference between a quote and an opportunity.

Opportunities are always nested under either a Lead or an Account. It is possible to have more than one opportunity under Lead if none of the opportunities ever result in a sale. Otherwise as soon there is a sale, the Lead is converted to an Account.

Further, no Lead or Account can have 2 opportunities opened at the same time, because what an opportunity is by definition is a recommendation for one or more repair.

=How is it generated?=

There are three main ways an opportunity is generated. The first is through the automated PARC process. The PARC agreement provides the client three inspections per year and our system automatically creates these opportunities and survey tasks.

Another opportunity type is the Remedial Repair Opportunity. A Remedial Repair Opportunity is used when we are providing repairs as part of our Warranty coverage. Because Remedial Repairs are associated with work previously performed, the process to create them is found within a Closed Won Opportunity.

The most common way an Opportunity is created is through the successful outcome of our marketing and sales efforts. In other words, the Opportunity is created when the client accepts our offer of a proposal. Remember, all Opportunities require an RPH, you will need to create one if there is not an active RPH.

=Opportunity types=

What we explained before are the ways or circumstances in which most opportunities can be created. Now we’ll see the types of opportunities we can create and the purpose of this classification.

'''New Business Opportunity:''' only applies for those situations when it is the first time we have ever done any job on the site (the contact or the account could be a client that has already worked with us, but it is the first time working on the site.

'''Repeat Business Opportunity:''' on the contrary, we consider a repeat business when we have done some work before at a specific address.

'''Remedial Repair Opportunity:''' a warranty repair. When a job fails we provide a remedial repair to fix it.

'''Demo Repair Opportunity:''' a unique Opportunity type we use to provide a free repair to generate new business. This Opportunity type generates a zero-dollar proposal but otherwise follows all the steps as a “normal” Opportunity. We want the client to experience our customer journey so they are sent the proposal, email updates from Operations and an invoice. The Demo Repair is meant to showcase not just our repairs but also our technology, thoroughness and client service.

'''Flexible Opportunity:''' sometimes for various reasons a customer will hire us but neither they or us know specifically what potholes are on their lot, how many or how big these are. So in this case they will sign an NTE (Not To Exceed) authorization. This means that our company is allowed to fix their potholes up to a certain limit of money which is fixed by the customer. So when technicians arrive at the site they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' this type of Opportunity is used for jobs done under our Cold Weather Plan. When temperatures stay consistently under 40ºF we enact Winter Mode. During Winter Mode we provide a durable, hot asphalt patch but not our Thermal Repairs. We return when the weather warms and provide our permanent Thermal Repairs at no additional cost to the client. The system automatically schedules the return visit without additional input from the Account Manager.

=Opportunity Menu=

==View all opportunities==

Very similar to other modules, here is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time
*Search by Opportunity name

[[File:653.png|1000px|centre|thumb]]

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:

*From date (creation)
*To date (creation)
*Stage

[[File:654.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Management Company: is the Parent account of the shown account.
*Company
*Opportunity
*Contact: is the main contact of the account.
*Phone
*Mobile
*Quotes: indicates whether there are quotes for the account. If yes, a green check mark will be shown.
*TR’s: amount of thermal repairs
*Amount
*Stage
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

* Log a new call
* Create a new event
* Create a new tasks
* Send a new email.
* Add new note

==View external proposals==

Here is possible to see the list of the existing External Proposals in the database.

The only available filters are:
*From date (creation)
*To date (creation)
*Status

Yet, there is a search bar that can be used to refine the search by looking among the shown results.

[[File:673.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search bar” (magnifying glass) and it will refine the results if there are matches with any field.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:

* Proposal ID: ID number
*Company: the customer Pothole Repair is working for
*Contact
*Phone
*Mobile
*Location
*County
*ZIP code
*Partner: partner company working with Pothole Repair
*Status
*Amount
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

=How to create an opportunity=

There are several ways to create an Opportunity, nevertheless most often we use two ways.

The first one, from the Lead or Account page, by clicking on the button “Create Opportunity”

[[File:650.png|300px|thumb|left]]

This triggers a validation within the system to check there is an opened RPH for the Lead/ Account.
If there is not an RPH created for the Lead/ Account, then the system will ask the user to proceed to open a new one. In which case the user needs to fill the [[RPH#Manual_RPH_creation_.28through_CRM.29|RPH creation form]], explained in previous sections of this wiki.
If the RPH already exists, then the user will be redirected to the Opportunity creation form.

The other one is from the Reported PH’s tab in the Account/ Lead module, by clicking on the money symbol. This can be done when the RPH has been previously created, otherwise there would not be any available records valid for creation.

[[File:652.png|1000px|thumb|center]]

Note that when creating an opportunity, the system performs two validation processes regardless of the way of creation.

First the system validates there is an RPH whose status is open, this generates a double relationship between the RPH that exists and the opportunity to be created.

On the other hand, the system also verifies that the user who is creating this new opportunity is also the owner of said account. If not, then the system will give the user the option to create with or without splitting the opportunity.

=Information contained within the opportunity=

The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:

* Opportunity info
* Quotes
* Images
* Documents
* Related RPH
* Events and activities
* External proposal
* History
* Quote history
* Work history

==Opportunity info==

This tab contains general information about the opportunity and the account linked to it. This information is sorted within the following subsections

'''Opportunity information:''' This is the same information shown in the Opportunity Menu section for “View all opportunities”, such as proposal number, stage, owner, account, etc. And all this information is auto-populated from the other modules.
When the opportunity is generated the information (or at least most of it) is auto-populated from the Lead or Account linked to the opportunity.

The system sets by default a name for the opportunity, which is formed by the name of the account and the date of creation for the opportunity.
It also sets the stage Proposal/ Price Quote and a probability of 35%, which is assigned by default as well.

'''PARC agreement for the account:''' users can edit the information in here by selecting the type of PARC (Standart, PARC 1, PARC 2 and Final)

'''Contact:''' The information for this part is auto-populated, nevertheless users have the option to edit the main contact and choose a new one. In order to do it they need to tick the checkbox and then select the desire contact

'''Address:''' this information can’t be edited from this module and is also auto-populated

'''Billing address:''' once again, this information can’t be edited from this module and is auto-populated.

'''Opportunity description:''' free text box to add any information about the opportunity

'''Lock opportunity:''' check-box to lock the opportunity

[[File:655.1.png|1000px|thumb|center]]

[[File:6.png|1000px|thumb|center]]

[[File:656.png|1000px|thumb|center]]

==Quotes==

This section shows all the information regarding the work that needs to be done and its price.

Users can access information like the amount of potholes to fix, the estimated units of thermal repairs for each PH, price, pictures and notes and PH location.

[[File:657.png|1000px|thumb|center]]

===Information in this tab===

* Pothole number
* Product type: whether it is a thermal repair or a remedial repair, for example.
* Units: estimated quantity of the product type needed
* Unit price:
* Subtotal
* Adj total
* Lock price: this option locks the quoted price
* Options: these actions allow the user to delete the item, upload pictures and add notes. When the camera icon is shown in red this means that no pictures have been uploaded for that PH. Once the pictures have been uploaded it will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means coordinates have not been validated by the user. Once done, the red mark will turn green.
* Excluded: excludes the item from the quote
* Extra info: extra information about the pothole
* Special instructions: free text field. Special Instructions for dispatch based on site survey - enter notes here

At the end of the list the system also provides the user with a quote summary.

[[File:658.png|1000px|thumb|center]]

===Available actions in this tab===

User can edit the information presented in this tab and perform the following actions:

* Add Pothole
* Quotes bulk load: allows the user to quickly add a big amount of potholes
* Reset grid: erases all items
* Re-assign images
* Add [[Accounts#PARC_Agreement|PARC]] item
* Reorder items: sorts potholes by number
* Reorder items: resets pothole number
* View price comparison chart: pops up a graph with price information. See picture below.

[[File:661.png|1000px|thumb|center]]

This set of actions can be found on the bottom left corner, right under the last quoted pothole users can select the option for avoiding PH warranty. This can be done by ticking the checkbox at the top right corner of the tab.

[[File:662.png|1000px|thumb|center]]

==Images==

This section contains all uploaded pictures and the users can see them by clicking on the files.

Furthermore they can also get an image map, get coordinates from origin and upload more images and choose between a cover or a map image.
Cover images are the pictures of the brand or mark of the place and map images are the images showing the map location of the pothole.

[[File:663.png|1000px|centre|thumb]]

==Documents==

In this tab users can access all general documents and upload or edit their own documents specially created or each opportunity.

[[File:664.png|1000px|thumb|center]]

Once a proposal has been generated users only need to download the document and upload it in this section. This way the file will be visible to anyone who accesses the opportunity.

The owner of the file can also choose between deleting or disabling their files and all general files will be also accessible from this tap and available to be sent from this tab by selecting any file and clicking the option “send by email” located at the bottom right corner.

[[File:665.png|1000px|thumb|center]]

==Related RPH==

This tab has information about the related RPH, which is the root or reason why the opportunity exists.

This tab gives the user access to basic info like ID, who are the people working on it, images of the PH, etc.

[[File:666.png|1000px|thumb|center]]

==Events and activities==

This tab shows the Notes, Call, Emails or Tasks exchange with the customer. The main purpose is to keep the communication flowing with the customer by logging all the activities.

The information here is sorted in sections according to the communication channel or activity and whether it is open or closed.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

[[File:667.png|1000px|thumb|center]]
[[File:668.png|1000px|thumb|center]]
[[File:669.png|1000px|thumb|center]]

==External proposal==

External proposals that may be related to the opportunity will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed.

For further information visit the External Proposals page.

[[File:670.png|1000px|thumb|center]]

==History==

Keeps a record of all the activities done for the opportunity. Any modification or information added/attached is logged in the system and shown in chronological order in this tab.

[[File:671.png|1000px|thumb|center]]

'''The user can see this in a list with the following columns:'''

* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Quote history==

Keeps a record of all changes done for the quotes. Modification are logged in the system and shown in chronological order in this tab.

[[File:672.png|1000px|thumb|center]]

The user can see this in a list with the following columns:

* Modified Date: date and time of the log
* Description
* Amount
* Adjusted amount
* Owner: owner of the account
* Modified by: user that performed the activity that triggered the log

==Work history==

Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created and invoice created, among others.

[[File:4.11.jpg|1000px|thumb|center]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

By the combination of fields and the status of the completion of each field it is easy to know and understand the actual status of the work in progress.

A regular user can only visualize the 3 first fields, because they usually don't have enough permissions to access dispatch and invoices information. Needless to say any user with admin permissions will be able to see all the information.

=Actions available from the Opportunity page=

==Common actions==

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]
*Add RPH

==Specific actions - Opportunity Module only==

===Generate proposal===

Once the user has finished creating the opportunity then the proposal is ready to be sent.
This can be done by clicking in “generate proposal” ADD IMAGE 674, which opens up a preview of the PDF file that will be sent to the customer providing all the necessary information.

At this stage the user has a set of check-boxes to choose preset templates with the information to be sent in the proposal. The options are:

* Exclude PARC infor
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is short version of the proposal with minimal information

After selecting the right template the user has the option to either print or save the proposal

====Information within the proposal====

The file with the proposal contains the following sections

* Proposal ID information
* About Pothole Repair
* Executive Summary Report
* Site Plan Detailing Location of Repairs
* Photo Gallery Documenting Repairs
* Carbon Calculator Analysis
* Proposal Detail
* Terms & Conditions
* Statement of Work
* COI Request Form

'''Proposal ID information:''' this section is very brief and has information to identify the opportunity, the contact information and the owner information.

[[File:676.png|500px|thumb|center]]

'''About Pothole Repair:''' information about the company, its certification and the repair process

[[File:677.png|500px|thumb|center]]

'''Site Plan Detailing Location of Repairs:''' this section contains information about the amount of thermal repairs planned to be used in each pothole. It also has the images and location of the PH.

[[File:678.png|500px|thumb|center]]

'''Carbon Calculator Analysis:''' this section has a calculator showing the amount of energy and CO2 savings due to the use of this method.

[[File:679.png|500px|thumb|center]]

'''Proposal Detail:''' a list with the TRs and the price of each PH.

[[File:680.png|500px|thumb|center]]

'''COI Request Form:''' certificate of insurance request form.

===Add special discount===

This is an administrative privilege which means that in order a sales representative get a special discount for a customer, they first need to create a business case and justify why they want to apply a discount. It must have a legitimate reason to apply it.

Most of the time this tool is used to make it easier for the customer to pay by rounding down the final price when it has funny numbers. For example: instead of charging $1005,32 to a customer we could apply a discount to make it just $1000.

[[File:681.png|500px|thumb|center]]

=Reports=

The reason for this section is to give the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, there are 3 reports that come really handy to quickly understand how well we are performing in our job. These reports are: Sales Report, Dispatch Report and Quote reports

The '''Quote Report''' shows us the efficiency of our work. Every time a user creates an opportunity they are creating a quote. From a sales perspective we know for sure that we win zero percent of the jobs we don’t quote, no one ever signs a contract that doesn’t exist. Equally certain, we know nobody sells 100 percent of what they quote, but we know that on average we’ll sell about 35% of what we have quoted. This report shows that kind of information, in other words the conversion rate.

Another report is the '''Dispatch Report''', which looks at all the opportunities that were created in a given period of time. This report is very straightforward to understand, here you can see in a list view all dispatches delivered. You can also sort the information with different filters.

And finally, the '''Sales Reports'''. This report looks at all the opportunities that were approved, in other word all the actual sales. This report is very simple to use too, again you can see in a list view all sales and sort the information with different filters.

=Closed opportunities=

So before finishing with this module, there is one more question we would like to answer, and this is when should we closed and opportunity or why should we closed it.

This is a little bit more complex than just won or lost. It is not like a coin flip with a binary outcome. Yes, it is true that at the end of the day we could say you either won a sale or lost it , but sometimes the situation is not that straightforward.

Other than won, and opportunity could be close because:

* Sometimes it becomes a sale, but then is cancelled.
* Sometimes we go out to do the survey and find the work requires a paving company, so it closed because it is out of scope.
* Sometimes it is closed because there is no damage, typically this is with PARC agreements in their second or third visit.
* Sometimes it could be closed because the opportunity expired, usually this happens after 60 days without having an answer from the customer.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Opportunity

2021-01-18T19:05:56Z

Bbaigorri: /* How is it generated? */

=An Introduction=

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. Whether in a Lead or Account, all Opportunities require an RPH either exist or first be created.

As all sales professionals understand, a small number of prospects and clients will be motivated enough to follow up with the company and sign the contract in a timely fashion. It is our job to make life easier for our clients, so we do not just send quotes to file and forget about them. Potholes do not fix themselves; they just grow larger and become more expensive to repair. Our clients are very busy and manage multiple projects at many properties, so we stay on top of our opportunities and help them avoid bigger problems.

This module has the tools to provide consistent and professional follow up as necessary to produce consistent sales revenue.

=A definition=

An opportunity is a specifically defined number and scope of repairs that the client can either authorized or not.

There is no significant difference between a quote and an opportunity.

Opportunities are always nested under either a Lead or an Account. It is possible to have more than one opportunity under Lead if none of the opportunities ever result in a sale. Otherwise as soon there is a sale, the Lead is converted to an Account.

Further, no Lead or Account can have 2 opportunities opened at the same time, because what an opportunity is by definition is a recommendation for one or more repair.

=How is it generated?=

There are three main ways an opportunity is generated. The first is through the automated PARC process. The PARC agreement provides the client three inspections per year and our system automatically creates these opportunities and survey tasks.

Another opportunity type is the Remedial Repair Opportunity. A Remedial Repair Opportunity is used when we are providing repairs as part of our Warranty coverage. Because Remedial Repairs are associated with work previously performed, the process to create them is found within a Closed Won Opportunity.

The most common way an Opportunity is created is through the successful outcome of our marketing and sales efforts. In other words, the Opportunity is created when the client accepts our offer of a proposal. Remember, all Opportunities require an RPH, you will need to create one if there is not an active RPH.

=Opportunity types=

What we explained before are the ways or circumstances in which most opportunities can be created. Now we’ll see the types of opportunities we can create and the purpose of this classification.

'''New Business Opportunity:''' only applies for those situations when it is the first time we have ever done any job on the site (the contact or the account could be a client that has already worked with us, but it is the first time working on the site.

'''Repeat Business Opportunity:''' on the contrary, we consider a repeat business when we have done some work before at a specific address.

'''Remedial Repair Opportunity:''' a warranty repair. When a job fails we provide a remedial repair to fix it.

'''Demo Repair Opportunity:''' this is a very unique type of opportunity. One of the tools we use when we find a new management company and we want to make business with them, we will arrange to have a meeting with their executives at a specific time and time to do a repair for free. The only restraint to them is to attend and watch. It is very for us to make sure the customer goes through to whole customer journey, so we will generate the initial proposal at a zero dollar cost, the scheduling process and emails through the dispatch office, when the technicians arrive and open the app a notification is sent, and when the job is completed the documentation and the invoice are sent. It follows the whole process so the customer get to “feel” the full experience of doing business with us, except for the fact that this time only they will be getting it for free.

'''Flexible Opportunity:''' sometimes for various reasons a customer will hire us but neither they or us know specifically what potholes are on their lot, how many or how big these are. So in this case they will sign an NTE (Not To Exceed) authorization. This means that our company is allowed to fix their potholes up to a certain limit of money which is fixed by the customer. So when technicians arrive at the site they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' this type of opportunities applies for all jobs done under the Cold Weather Programme. Working with hot asphalt in cold weather can be very challenging.
The way CWP works is: once it is below 41ºF we know we don’t do well at repairs, we can do them but they take really long time and they fail a lot. So we have a system control called “winter mode” that allows us to come back during the spring to finish the work and do a permanent installation.

=Opportunity Menu=

==View all opportunities==

Very similar to other modules, here is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time
*Search by Opportunity name

[[File:653.png|1000px|centre|thumb]]

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:

*From date (creation)
*To date (creation)
*Stage

[[File:654.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Management Company: is the Parent account of the shown account.
*Company
*Opportunity
*Contact: is the main contact of the account.
*Phone
*Mobile
*Quotes: indicates whether there are quotes for the account. If yes, a green check mark will be shown.
*TR’s: amount of thermal repairs
*Amount
*Stage
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

* Log a new call
* Create a new event
* Create a new tasks
* Send a new email.
* Add new note

==View external proposals==

Here is possible to see the list of the existing External Proposals in the database.

The only available filters are:
*From date (creation)
*To date (creation)
*Status

Yet, there is a search bar that can be used to refine the search by looking among the shown results.

[[File:673.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search bar” (magnifying glass) and it will refine the results if there are matches with any field.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:

* Proposal ID: ID number
*Company: the customer Pothole Repair is working for
*Contact
*Phone
*Mobile
*Location
*County
*ZIP code
*Partner: partner company working with Pothole Repair
*Status
*Amount
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

=How to create an opportunity=

There are several ways to create an Opportunity, nevertheless most often we use two ways.

The first one, from the Lead or Account page, by clicking on the button “Create Opportunity”

[[File:650.png|300px|thumb|left]]

This triggers a validation within the system to check there is an opened RPH for the Lead/ Account.
If there is not an RPH created for the Lead/ Account, then the system will ask the user to proceed to open a new one. In which case the user needs to fill the [[RPH#Manual_RPH_creation_.28through_CRM.29|RPH creation form]], explained in previous sections of this wiki.
If the RPH already exists, then the user will be redirected to the Opportunity creation form.

The other one is from the Reported PH’s tab in the Account/ Lead module, by clicking on the money symbol. This can be done when the RPH has been previously created, otherwise there would not be any available records valid for creation.

[[File:652.png|1000px|thumb|center]]

Note that when creating an opportunity, the system performs two validation processes regardless of the way of creation.

First the system validates there is an RPH whose status is open, this generates a double relationship between the RPH that exists and the opportunity to be created.

On the other hand, the system also verifies that the user who is creating this new opportunity is also the owner of said account. If not, then the system will give the user the option to create with or without splitting the opportunity.

=Information contained within the opportunity=

The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:

* Opportunity info
* Quotes
* Images
* Documents
* Related RPH
* Events and activities
* External proposal
* History
* Quote history
* Work history

==Opportunity info==

This tab contains general information about the opportunity and the account linked to it. This information is sorted within the following subsections

'''Opportunity information:''' This is the same information shown in the Opportunity Menu section for “View all opportunities”, such as proposal number, stage, owner, account, etc. And all this information is auto-populated from the other modules.
When the opportunity is generated the information (or at least most of it) is auto-populated from the Lead or Account linked to the opportunity.

The system sets by default a name for the opportunity, which is formed by the name of the account and the date of creation for the opportunity.
It also sets the stage Proposal/ Price Quote and a probability of 35%, which is assigned by default as well.

'''PARC agreement for the account:''' users can edit the information in here by selecting the type of PARC (Standart, PARC 1, PARC 2 and Final)

'''Contact:''' The information for this part is auto-populated, nevertheless users have the option to edit the main contact and choose a new one. In order to do it they need to tick the checkbox and then select the desire contact

'''Address:''' this information can’t be edited from this module and is also auto-populated

'''Billing address:''' once again, this information can’t be edited from this module and is auto-populated.

'''Opportunity description:''' free text box to add any information about the opportunity

'''Lock opportunity:''' check-box to lock the opportunity

[[File:655.1.png|1000px|thumb|center]]

[[File:6.png|1000px|thumb|center]]

[[File:656.png|1000px|thumb|center]]

==Quotes==

This section shows all the information regarding the work that needs to be done and its price.

Users can access information like the amount of potholes to fix, the estimated units of thermal repairs for each PH, price, pictures and notes and PH location.

[[File:657.png|1000px|thumb|center]]

===Information in this tab===

* Pothole number
* Product type: whether it is a thermal repair or a remedial repair, for example.
* Units: estimated quantity of the product type needed
* Unit price:
* Subtotal
* Adj total
* Lock price: this option locks the quoted price
* Options: these actions allow the user to delete the item, upload pictures and add notes. When the camera icon is shown in red this means that no pictures have been uploaded for that PH. Once the pictures have been uploaded it will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means coordinates have not been validated by the user. Once done, the red mark will turn green.
* Excluded: excludes the item from the quote
* Extra info: extra information about the pothole
* Special instructions: free text field. Special Instructions for dispatch based on site survey - enter notes here

At the end of the list the system also provides the user with a quote summary.

[[File:658.png|1000px|thumb|center]]

===Available actions in this tab===

User can edit the information presented in this tab and perform the following actions:

* Add Pothole
* Quotes bulk load: allows the user to quickly add a big amount of potholes
* Reset grid: erases all items
* Re-assign images
* Add [[Accounts#PARC_Agreement|PARC]] item
* Reorder items: sorts potholes by number
* Reorder items: resets pothole number
* View price comparison chart: pops up a graph with price information. See picture below.

[[File:661.png|1000px|thumb|center]]

This set of actions can be found on the bottom left corner, right under the last quoted pothole users can select the option for avoiding PH warranty. This can be done by ticking the checkbox at the top right corner of the tab.

[[File:662.png|1000px|thumb|center]]

==Images==

This section contains all uploaded pictures and the users can see them by clicking on the files.

Furthermore they can also get an image map, get coordinates from origin and upload more images and choose between a cover or a map image.
Cover images are the pictures of the brand or mark of the place and map images are the images showing the map location of the pothole.

[[File:663.png|1000px|centre|thumb]]

==Documents==

In this tab users can access all general documents and upload or edit their own documents specially created or each opportunity.

[[File:664.png|1000px|thumb|center]]

Once a proposal has been generated users only need to download the document and upload it in this section. This way the file will be visible to anyone who accesses the opportunity.

The owner of the file can also choose between deleting or disabling their files and all general files will be also accessible from this tap and available to be sent from this tab by selecting any file and clicking the option “send by email” located at the bottom right corner.

[[File:665.png|1000px|thumb|center]]

==Related RPH==

This tab has information about the related RPH, which is the root or reason why the opportunity exists.

This tab gives the user access to basic info like ID, who are the people working on it, images of the PH, etc.

[[File:666.png|1000px|thumb|center]]

==Events and activities==

This tab shows the Notes, Call, Emails or Tasks exchange with the customer. The main purpose is to keep the communication flowing with the customer by logging all the activities.

The information here is sorted in sections according to the communication channel or activity and whether it is open or closed.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

[[File:667.png|1000px|thumb|center]]
[[File:668.png|1000px|thumb|center]]
[[File:669.png|1000px|thumb|center]]

==External proposal==

External proposals that may be related to the opportunity will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed.

For further information visit the External Proposals page.

[[File:670.png|1000px|thumb|center]]

==History==

Keeps a record of all the activities done for the opportunity. Any modification or information added/attached is logged in the system and shown in chronological order in this tab.

[[File:671.png|1000px|thumb|center]]

'''The user can see this in a list with the following columns:'''

* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Quote history==

Keeps a record of all changes done for the quotes. Modification are logged in the system and shown in chronological order in this tab.

[[File:672.png|1000px|thumb|center]]

The user can see this in a list with the following columns:

* Modified Date: date and time of the log
* Description
* Amount
* Adjusted amount
* Owner: owner of the account
* Modified by: user that performed the activity that triggered the log

==Work history==

Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created and invoice created, among others.

[[File:4.11.jpg|1000px|thumb|center]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

By the combination of fields and the status of the completion of each field it is easy to know and understand the actual status of the work in progress.

A regular user can only visualize the 3 first fields, because they usually don't have enough permissions to access dispatch and invoices information. Needless to say any user with admin permissions will be able to see all the information.

=Actions available from the Opportunity page=

==Common actions==

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]
*Add RPH

==Specific actions - Opportunity Module only==

===Generate proposal===

Once the user has finished creating the opportunity then the proposal is ready to be sent.
This can be done by clicking in “generate proposal” ADD IMAGE 674, which opens up a preview of the PDF file that will be sent to the customer providing all the necessary information.

At this stage the user has a set of check-boxes to choose preset templates with the information to be sent in the proposal. The options are:

* Exclude PARC infor
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is short version of the proposal with minimal information

After selecting the right template the user has the option to either print or save the proposal

====Information within the proposal====

The file with the proposal contains the following sections

* Proposal ID information
* About Pothole Repair
* Executive Summary Report
* Site Plan Detailing Location of Repairs
* Photo Gallery Documenting Repairs
* Carbon Calculator Analysis
* Proposal Detail
* Terms & Conditions
* Statement of Work
* COI Request Form

'''Proposal ID information:''' this section is very brief and has information to identify the opportunity, the contact information and the owner information.

[[File:676.png|500px|thumb|center]]

'''About Pothole Repair:''' information about the company, its certification and the repair process

[[File:677.png|500px|thumb|center]]

'''Site Plan Detailing Location of Repairs:''' this section contains information about the amount of thermal repairs planned to be used in each pothole. It also has the images and location of the PH.

[[File:678.png|500px|thumb|center]]

'''Carbon Calculator Analysis:''' this section has a calculator showing the amount of energy and CO2 savings due to the use of this method.

[[File:679.png|500px|thumb|center]]

'''Proposal Detail:''' a list with the TRs and the price of each PH.

[[File:680.png|500px|thumb|center]]

'''COI Request Form:''' certificate of insurance request form.

===Add special discount===

This is an administrative privilege which means that in order a sales representative get a special discount for a customer, they first need to create a business case and justify why they want to apply a discount. It must have a legitimate reason to apply it.

Most of the time this tool is used to make it easier for the customer to pay by rounding down the final price when it has funny numbers. For example: instead of charging $1005,32 to a customer we could apply a discount to make it just $1000.

[[File:681.png|500px|thumb|center]]

=Reports=

The reason for this section is to give the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, there are 3 reports that come really handy to quickly understand how well we are performing in our job. These reports are: Sales Report, Dispatch Report and Quote reports

The '''Quote Report''' shows us the efficiency of our work. Every time a user creates an opportunity they are creating a quote. From a sales perspective we know for sure that we win zero percent of the jobs we don’t quote, no one ever signs a contract that doesn’t exist. Equally certain, we know nobody sells 100 percent of what they quote, but we know that on average we’ll sell about 35% of what we have quoted. This report shows that kind of information, in other words the conversion rate.

Another report is the '''Dispatch Report''', which looks at all the opportunities that were created in a given period of time. This report is very straightforward to understand, here you can see in a list view all dispatches delivered. You can also sort the information with different filters.

And finally, the '''Sales Reports'''. This report looks at all the opportunities that were approved, in other word all the actual sales. This report is very simple to use too, again you can see in a list view all sales and sort the information with different filters.

=Closed opportunities=

So before finishing with this module, there is one more question we would like to answer, and this is when should we closed and opportunity or why should we closed it.

This is a little bit more complex than just won or lost. It is not like a coin flip with a binary outcome. Yes, it is true that at the end of the day we could say you either won a sale or lost it , but sometimes the situation is not that straightforward.

Other than won, and opportunity could be close because:

* Sometimes it becomes a sale, but then is cancelled.
* Sometimes we go out to do the survey and find the work requires a paving company, so it closed because it is out of scope.
* Sometimes it is closed because there is no damage, typically this is with PARC agreements in their second or third visit.
* Sometimes it could be closed because the opportunity expired, usually this happens after 60 days without having an answer from the customer.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Opportunity

2021-01-18T19:04:19Z

Bbaigorri: /* A definition */

=An Introduction=

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. Whether in a Lead or Account, all Opportunities require an RPH either exist or first be created.

As all sales professionals understand, a small number of prospects and clients will be motivated enough to follow up with the company and sign the contract in a timely fashion. It is our job to make life easier for our clients, so we do not just send quotes to file and forget about them. Potholes do not fix themselves; they just grow larger and become more expensive to repair. Our clients are very busy and manage multiple projects at many properties, so we stay on top of our opportunities and help them avoid bigger problems.

This module has the tools to provide consistent and professional follow up as necessary to produce consistent sales revenue.

=A definition=

An opportunity is a specifically defined number and scope of repairs that the client can either authorized or not.

There is no significant difference between a quote and an opportunity.

Opportunities are always nested under either a Lead or an Account. It is possible to have more than one opportunity under Lead if none of the opportunities ever result in a sale. Otherwise as soon there is a sale, the Lead is converted to an Account.

Further, no Lead or Account can have 2 opportunities opened at the same time, because what an opportunity is by definition is a recommendation for one or more repair.

=How is it generated?=

There are a number of ways an opportunity can be generated.

Let’s start with the less frequent option, which is via an automated PARC process. Remember a PARC agreement is doing 3 inspections a year, and in order to do an inspection we need to have an opportunity. These opportunities are automatically created within the system once a customer signs a PARC Agreement.

Another way that an opportunity can be created (this option kind of crosses a couple of lines) is when eventually a quote may be approved. And if it is approved, all of these repairs will be under warranty. Once the work is done and the job invoiced, maybe we did a great job but one or two repairs failed and either we discover it or the client calls. What we do in this situation is a remedial repair, which by definition is warranty repair.
In order to have a warranty repair you first have to have a repair that the client bought and paid for. So we need to go back to the original opportunity and create a new remedial repair and re-open the opportunity excluding those portholes that don’t need any fixing.

A more normal path for creating an opportunity is as a result of the marketing campaign efforts, in other words when the sales process is successful, and the client accepts our proposal.

At this stage an RPH must be created, if it hasn’t been already created. This is a requirement of the system, no opportunity can be created unless there was an open RPH linked to the Lead or Account that opportunity is going to be created for.

=Opportunity types=

What we explained before are the ways or circumstances in which most opportunities can be created. Now we’ll see the types of opportunities we can create and the purpose of this classification.

'''New Business Opportunity:''' only applies for those situations when it is the first time we have ever done any job on the site (the contact or the account could be a client that has already worked with us, but it is the first time working on the site.

'''Repeat Business Opportunity:''' on the contrary, we consider a repeat business when we have done some work before at a specific address.

'''Remedial Repair Opportunity:''' a warranty repair. When a job fails we provide a remedial repair to fix it.

'''Demo Repair Opportunity:''' this is a very unique type of opportunity. One of the tools we use when we find a new management company and we want to make business with them, we will arrange to have a meeting with their executives at a specific time and time to do a repair for free. The only restraint to them is to attend and watch. It is very for us to make sure the customer goes through to whole customer journey, so we will generate the initial proposal at a zero dollar cost, the scheduling process and emails through the dispatch office, when the technicians arrive and open the app a notification is sent, and when the job is completed the documentation and the invoice are sent. It follows the whole process so the customer get to “feel” the full experience of doing business with us, except for the fact that this time only they will be getting it for free.

'''Flexible Opportunity:''' sometimes for various reasons a customer will hire us but neither they or us know specifically what potholes are on their lot, how many or how big these are. So in this case they will sign an NTE (Not To Exceed) authorization. This means that our company is allowed to fix their potholes up to a certain limit of money which is fixed by the customer. So when technicians arrive at the site they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' this type of opportunities applies for all jobs done under the Cold Weather Programme. Working with hot asphalt in cold weather can be very challenging.
The way CWP works is: once it is below 41ºF we know we don’t do well at repairs, we can do them but they take really long time and they fail a lot. So we have a system control called “winter mode” that allows us to come back during the spring to finish the work and do a permanent installation.

=Opportunity Menu=

==View all opportunities==

Very similar to other modules, here is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time
*Search by Opportunity name

[[File:653.png|1000px|centre|thumb]]

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:

*From date (creation)
*To date (creation)
*Stage

[[File:654.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Management Company: is the Parent account of the shown account.
*Company
*Opportunity
*Contact: is the main contact of the account.
*Phone
*Mobile
*Quotes: indicates whether there are quotes for the account. If yes, a green check mark will be shown.
*TR’s: amount of thermal repairs
*Amount
*Stage
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

* Log a new call
* Create a new event
* Create a new tasks
* Send a new email.
* Add new note

==View external proposals==

Here is possible to see the list of the existing External Proposals in the database.

The only available filters are:
*From date (creation)
*To date (creation)
*Status

Yet, there is a search bar that can be used to refine the search by looking among the shown results.

[[File:673.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search bar” (magnifying glass) and it will refine the results if there are matches with any field.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:

* Proposal ID: ID number
*Company: the customer Pothole Repair is working for
*Contact
*Phone
*Mobile
*Location
*County
*ZIP code
*Partner: partner company working with Pothole Repair
*Status
*Amount
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

=How to create an opportunity=

There are several ways to create an Opportunity, nevertheless most often we use two ways.

The first one, from the Lead or Account page, by clicking on the button “Create Opportunity”

[[File:650.png|300px|thumb|left]]

This triggers a validation within the system to check there is an opened RPH for the Lead/ Account.
If there is not an RPH created for the Lead/ Account, then the system will ask the user to proceed to open a new one. In which case the user needs to fill the [[RPH#Manual_RPH_creation_.28through_CRM.29|RPH creation form]], explained in previous sections of this wiki.
If the RPH already exists, then the user will be redirected to the Opportunity creation form.

The other one is from the Reported PH’s tab in the Account/ Lead module, by clicking on the money symbol. This can be done when the RPH has been previously created, otherwise there would not be any available records valid for creation.

[[File:652.png|1000px|thumb|center]]

Note that when creating an opportunity, the system performs two validation processes regardless of the way of creation.

First the system validates there is an RPH whose status is open, this generates a double relationship between the RPH that exists and the opportunity to be created.

On the other hand, the system also verifies that the user who is creating this new opportunity is also the owner of said account. If not, then the system will give the user the option to create with or without splitting the opportunity.

=Information contained within the opportunity=

The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:

* Opportunity info
* Quotes
* Images
* Documents
* Related RPH
* Events and activities
* External proposal
* History
* Quote history
* Work history

==Opportunity info==

This tab contains general information about the opportunity and the account linked to it. This information is sorted within the following subsections

'''Opportunity information:''' This is the same information shown in the Opportunity Menu section for “View all opportunities”, such as proposal number, stage, owner, account, etc. And all this information is auto-populated from the other modules.
When the opportunity is generated the information (or at least most of it) is auto-populated from the Lead or Account linked to the opportunity.

The system sets by default a name for the opportunity, which is formed by the name of the account and the date of creation for the opportunity.
It also sets the stage Proposal/ Price Quote and a probability of 35%, which is assigned by default as well.

'''PARC agreement for the account:''' users can edit the information in here by selecting the type of PARC (Standart, PARC 1, PARC 2 and Final)

'''Contact:''' The information for this part is auto-populated, nevertheless users have the option to edit the main contact and choose a new one. In order to do it they need to tick the checkbox and then select the desire contact

'''Address:''' this information can’t be edited from this module and is also auto-populated

'''Billing address:''' once again, this information can’t be edited from this module and is auto-populated.

'''Opportunity description:''' free text box to add any information about the opportunity

'''Lock opportunity:''' check-box to lock the opportunity

[[File:655.1.png|1000px|thumb|center]]

[[File:6.png|1000px|thumb|center]]

[[File:656.png|1000px|thumb|center]]

==Quotes==

This section shows all the information regarding the work that needs to be done and its price.

Users can access information like the amount of potholes to fix, the estimated units of thermal repairs for each PH, price, pictures and notes and PH location.

[[File:657.png|1000px|thumb|center]]

===Information in this tab===

* Pothole number
* Product type: whether it is a thermal repair or a remedial repair, for example.
* Units: estimated quantity of the product type needed
* Unit price:
* Subtotal
* Adj total
* Lock price: this option locks the quoted price
* Options: these actions allow the user to delete the item, upload pictures and add notes. When the camera icon is shown in red this means that no pictures have been uploaded for that PH. Once the pictures have been uploaded it will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means coordinates have not been validated by the user. Once done, the red mark will turn green.
* Excluded: excludes the item from the quote
* Extra info: extra information about the pothole
* Special instructions: free text field. Special Instructions for dispatch based on site survey - enter notes here

At the end of the list the system also provides the user with a quote summary.

[[File:658.png|1000px|thumb|center]]

===Available actions in this tab===

User can edit the information presented in this tab and perform the following actions:

* Add Pothole
* Quotes bulk load: allows the user to quickly add a big amount of potholes
* Reset grid: erases all items
* Re-assign images
* Add [[Accounts#PARC_Agreement|PARC]] item
* Reorder items: sorts potholes by number
* Reorder items: resets pothole number
* View price comparison chart: pops up a graph with price information. See picture below.

[[File:661.png|1000px|thumb|center]]

This set of actions can be found on the bottom left corner, right under the last quoted pothole users can select the option for avoiding PH warranty. This can be done by ticking the checkbox at the top right corner of the tab.

[[File:662.png|1000px|thumb|center]]

==Images==

This section contains all uploaded pictures and the users can see them by clicking on the files.

Furthermore they can also get an image map, get coordinates from origin and upload more images and choose between a cover or a map image.
Cover images are the pictures of the brand or mark of the place and map images are the images showing the map location of the pothole.

[[File:663.png|1000px|centre|thumb]]

==Documents==

In this tab users can access all general documents and upload or edit their own documents specially created or each opportunity.

[[File:664.png|1000px|thumb|center]]

Once a proposal has been generated users only need to download the document and upload it in this section. This way the file will be visible to anyone who accesses the opportunity.

The owner of the file can also choose between deleting or disabling their files and all general files will be also accessible from this tap and available to be sent from this tab by selecting any file and clicking the option “send by email” located at the bottom right corner.

[[File:665.png|1000px|thumb|center]]

==Related RPH==

This tab has information about the related RPH, which is the root or reason why the opportunity exists.

This tab gives the user access to basic info like ID, who are the people working on it, images of the PH, etc.

[[File:666.png|1000px|thumb|center]]

==Events and activities==

This tab shows the Notes, Call, Emails or Tasks exchange with the customer. The main purpose is to keep the communication flowing with the customer by logging all the activities.

The information here is sorted in sections according to the communication channel or activity and whether it is open or closed.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

[[File:667.png|1000px|thumb|center]]
[[File:668.png|1000px|thumb|center]]
[[File:669.png|1000px|thumb|center]]

==External proposal==

External proposals that may be related to the opportunity will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed.

For further information visit the External Proposals page.

[[File:670.png|1000px|thumb|center]]

==History==

Keeps a record of all the activities done for the opportunity. Any modification or information added/attached is logged in the system and shown in chronological order in this tab.

[[File:671.png|1000px|thumb|center]]

'''The user can see this in a list with the following columns:'''

* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Quote history==

Keeps a record of all changes done for the quotes. Modification are logged in the system and shown in chronological order in this tab.

[[File:672.png|1000px|thumb|center]]

The user can see this in a list with the following columns:

* Modified Date: date and time of the log
* Description
* Amount
* Adjusted amount
* Owner: owner of the account
* Modified by: user that performed the activity that triggered the log

==Work history==

Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created and invoice created, among others.

[[File:4.11.jpg|1000px|thumb|center]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

By the combination of fields and the status of the completion of each field it is easy to know and understand the actual status of the work in progress.

A regular user can only visualize the 3 first fields, because they usually don't have enough permissions to access dispatch and invoices information. Needless to say any user with admin permissions will be able to see all the information.

=Actions available from the Opportunity page=

==Common actions==

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]
*Add RPH

==Specific actions - Opportunity Module only==

===Generate proposal===

Once the user has finished creating the opportunity then the proposal is ready to be sent.
This can be done by clicking in “generate proposal” ADD IMAGE 674, which opens up a preview of the PDF file that will be sent to the customer providing all the necessary information.

At this stage the user has a set of check-boxes to choose preset templates with the information to be sent in the proposal. The options are:

* Exclude PARC infor
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is short version of the proposal with minimal information

After selecting the right template the user has the option to either print or save the proposal

====Information within the proposal====

The file with the proposal contains the following sections

* Proposal ID information
* About Pothole Repair
* Executive Summary Report
* Site Plan Detailing Location of Repairs
* Photo Gallery Documenting Repairs
* Carbon Calculator Analysis
* Proposal Detail
* Terms & Conditions
* Statement of Work
* COI Request Form

'''Proposal ID information:''' this section is very brief and has information to identify the opportunity, the contact information and the owner information.

[[File:676.png|500px|thumb|center]]

'''About Pothole Repair:''' information about the company, its certification and the repair process

[[File:677.png|500px|thumb|center]]

'''Site Plan Detailing Location of Repairs:''' this section contains information about the amount of thermal repairs planned to be used in each pothole. It also has the images and location of the PH.

[[File:678.png|500px|thumb|center]]

'''Carbon Calculator Analysis:''' this section has a calculator showing the amount of energy and CO2 savings due to the use of this method.

[[File:679.png|500px|thumb|center]]

'''Proposal Detail:''' a list with the TRs and the price of each PH.

[[File:680.png|500px|thumb|center]]

'''COI Request Form:''' certificate of insurance request form.

===Add special discount===

This is an administrative privilege which means that in order a sales representative get a special discount for a customer, they first need to create a business case and justify why they want to apply a discount. It must have a legitimate reason to apply it.

Most of the time this tool is used to make it easier for the customer to pay by rounding down the final price when it has funny numbers. For example: instead of charging $1005,32 to a customer we could apply a discount to make it just $1000.

[[File:681.png|500px|thumb|center]]

=Reports=

The reason for this section is to give the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, there are 3 reports that come really handy to quickly understand how well we are performing in our job. These reports are: Sales Report, Dispatch Report and Quote reports

The '''Quote Report''' shows us the efficiency of our work. Every time a user creates an opportunity they are creating a quote. From a sales perspective we know for sure that we win zero percent of the jobs we don’t quote, no one ever signs a contract that doesn’t exist. Equally certain, we know nobody sells 100 percent of what they quote, but we know that on average we’ll sell about 35% of what we have quoted. This report shows that kind of information, in other words the conversion rate.

Another report is the '''Dispatch Report''', which looks at all the opportunities that were created in a given period of time. This report is very straightforward to understand, here you can see in a list view all dispatches delivered. You can also sort the information with different filters.

And finally, the '''Sales Reports'''. This report looks at all the opportunities that were approved, in other word all the actual sales. This report is very simple to use too, again you can see in a list view all sales and sort the information with different filters.

=Closed opportunities=

So before finishing with this module, there is one more question we would like to answer, and this is when should we closed and opportunity or why should we closed it.

This is a little bit more complex than just won or lost. It is not like a coin flip with a binary outcome. Yes, it is true that at the end of the day we could say you either won a sale or lost it , but sometimes the situation is not that straightforward.

Other than won, and opportunity could be close because:

* Sometimes it becomes a sale, but then is cancelled.
* Sometimes we go out to do the survey and find the work requires a paving company, so it closed because it is out of scope.
* Sometimes it is closed because there is no damage, typically this is with PARC agreements in their second or third visit.
* Sometimes it could be closed because the opportunity expired, usually this happens after 60 days without having an answer from the customer.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Opportunity

2021-01-18T19:02:32Z

Bbaigorri: /* An Introduction */

=An Introduction=

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. Whether in a Lead or Account, all Opportunities require an RPH either exist or first be created.

As all sales professionals understand, a small number of prospects and clients will be motivated enough to follow up with the company and sign the contract in a timely fashion. It is our job to make life easier for our clients, so we do not just send quotes to file and forget about them. Potholes do not fix themselves; they just grow larger and become more expensive to repair. Our clients are very busy and manage multiple projects at many properties, so we stay on top of our opportunities and help them avoid bigger problems.

This module has the tools to provide consistent and professional follow up as necessary to produce consistent sales revenue.

=A definition=

An opportunity is a specifically defined number and scope of repairs that the client can either authorized or not.

There is no significant difference between a quote and an opportunity.

Opportunities are always nested under either a Lead or an Account. It is possible to have more than one opportunity under Lead if none of the opportunities ever result in a sale. Otherwise as soon there is a sale, the Lead is converted to an Account.

Further no Lead or Account can have 2 opportunities opened at the same time, because what an opportunity is by definition is a recommendations for one or more repairs.

=How is it generated?=

There are a number of ways an opportunity can be generated.

Let’s start with the less frequent option, which is via an automated PARC process. Remember a PARC agreement is doing 3 inspections a year, and in order to do an inspection we need to have an opportunity. These opportunities are automatically created within the system once a customer signs a PARC Agreement.

Another way that an opportunity can be created (this option kind of crosses a couple of lines) is when eventually a quote may be approved. And if it is approved, all of these repairs will be under warranty. Once the work is done and the job invoiced, maybe we did a great job but one or two repairs failed and either we discover it or the client calls. What we do in this situation is a remedial repair, which by definition is warranty repair.
In order to have a warranty repair you first have to have a repair that the client bought and paid for. So we need to go back to the original opportunity and create a new remedial repair and re-open the opportunity excluding those portholes that don’t need any fixing.

A more normal path for creating an opportunity is as a result of the marketing campaign efforts, in other words when the sales process is successful, and the client accepts our proposal.

At this stage an RPH must be created, if it hasn’t been already created. This is a requirement of the system, no opportunity can be created unless there was an open RPH linked to the Lead or Account that opportunity is going to be created for.

=Opportunity types=

What we explained before are the ways or circumstances in which most opportunities can be created. Now we’ll see the types of opportunities we can create and the purpose of this classification.

'''New Business Opportunity:''' only applies for those situations when it is the first time we have ever done any job on the site (the contact or the account could be a client that has already worked with us, but it is the first time working on the site.

'''Repeat Business Opportunity:''' on the contrary, we consider a repeat business when we have done some work before at a specific address.

'''Remedial Repair Opportunity:''' a warranty repair. When a job fails we provide a remedial repair to fix it.

'''Demo Repair Opportunity:''' this is a very unique type of opportunity. One of the tools we use when we find a new management company and we want to make business with them, we will arrange to have a meeting with their executives at a specific time and time to do a repair for free. The only restraint to them is to attend and watch. It is very for us to make sure the customer goes through to whole customer journey, so we will generate the initial proposal at a zero dollar cost, the scheduling process and emails through the dispatch office, when the technicians arrive and open the app a notification is sent, and when the job is completed the documentation and the invoice are sent. It follows the whole process so the customer get to “feel” the full experience of doing business with us, except for the fact that this time only they will be getting it for free.

'''Flexible Opportunity:''' sometimes for various reasons a customer will hire us but neither they or us know specifically what potholes are on their lot, how many or how big these are. So in this case they will sign an NTE (Not To Exceed) authorization. This means that our company is allowed to fix their potholes up to a certain limit of money which is fixed by the customer. So when technicians arrive at the site they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' this type of opportunities applies for all jobs done under the Cold Weather Programme. Working with hot asphalt in cold weather can be very challenging.
The way CWP works is: once it is below 41ºF we know we don’t do well at repairs, we can do them but they take really long time and they fail a lot. So we have a system control called “winter mode” that allows us to come back during the spring to finish the work and do a permanent installation.

=Opportunity Menu=

==View all opportunities==

Very similar to other modules, here is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time
*Search by Opportunity name

[[File:653.png|1000px|centre|thumb]]

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:

*From date (creation)
*To date (creation)
*Stage

[[File:654.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Management Company: is the Parent account of the shown account.
*Company
*Opportunity
*Contact: is the main contact of the account.
*Phone
*Mobile
*Quotes: indicates whether there are quotes for the account. If yes, a green check mark will be shown.
*TR’s: amount of thermal repairs
*Amount
*Stage
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

* Log a new call
* Create a new event
* Create a new tasks
* Send a new email.
* Add new note

==View external proposals==

Here is possible to see the list of the existing External Proposals in the database.

The only available filters are:
*From date (creation)
*To date (creation)
*Status

Yet, there is a search bar that can be used to refine the search by looking among the shown results.

[[File:673.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search bar” (magnifying glass) and it will refine the results if there are matches with any field.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:

* Proposal ID: ID number
*Company: the customer Pothole Repair is working for
*Contact
*Phone
*Mobile
*Location
*County
*ZIP code
*Partner: partner company working with Pothole Repair
*Status
*Amount
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

=How to create an opportunity=

There are several ways to create an Opportunity, nevertheless most often we use two ways.

The first one, from the Lead or Account page, by clicking on the button “Create Opportunity”

[[File:650.png|300px|thumb|left]]

This triggers a validation within the system to check there is an opened RPH for the Lead/ Account.
If there is not an RPH created for the Lead/ Account, then the system will ask the user to proceed to open a new one. In which case the user needs to fill the [[RPH#Manual_RPH_creation_.28through_CRM.29|RPH creation form]], explained in previous sections of this wiki.
If the RPH already exists, then the user will be redirected to the Opportunity creation form.

The other one is from the Reported PH’s tab in the Account/ Lead module, by clicking on the money symbol. This can be done when the RPH has been previously created, otherwise there would not be any available records valid for creation.

[[File:652.png|1000px|thumb|center]]

Note that when creating an opportunity, the system performs two validation processes regardless of the way of creation.

First the system validates there is an RPH whose status is open, this generates a double relationship between the RPH that exists and the opportunity to be created.

On the other hand, the system also verifies that the user who is creating this new opportunity is also the owner of said account. If not, then the system will give the user the option to create with or without splitting the opportunity.

=Information contained within the opportunity=

The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:

* Opportunity info
* Quotes
* Images
* Documents
* Related RPH
* Events and activities
* External proposal
* History
* Quote history
* Work history

==Opportunity info==

This tab contains general information about the opportunity and the account linked to it. This information is sorted within the following subsections

'''Opportunity information:''' This is the same information shown in the Opportunity Menu section for “View all opportunities”, such as proposal number, stage, owner, account, etc. And all this information is auto-populated from the other modules.
When the opportunity is generated the information (or at least most of it) is auto-populated from the Lead or Account linked to the opportunity.

The system sets by default a name for the opportunity, which is formed by the name of the account and the date of creation for the opportunity.
It also sets the stage Proposal/ Price Quote and a probability of 35%, which is assigned by default as well.

'''PARC agreement for the account:''' users can edit the information in here by selecting the type of PARC (Standart, PARC 1, PARC 2 and Final)

'''Contact:''' The information for this part is auto-populated, nevertheless users have the option to edit the main contact and choose a new one. In order to do it they need to tick the checkbox and then select the desire contact

'''Address:''' this information can’t be edited from this module and is also auto-populated

'''Billing address:''' once again, this information can’t be edited from this module and is auto-populated.

'''Opportunity description:''' free text box to add any information about the opportunity

'''Lock opportunity:''' check-box to lock the opportunity

[[File:655.1.png|1000px|thumb|center]]

[[File:6.png|1000px|thumb|center]]

[[File:656.png|1000px|thumb|center]]

==Quotes==

This section shows all the information regarding the work that needs to be done and its price.

Users can access information like the amount of potholes to fix, the estimated units of thermal repairs for each PH, price, pictures and notes and PH location.

[[File:657.png|1000px|thumb|center]]

===Information in this tab===

* Pothole number
* Product type: whether it is a thermal repair or a remedial repair, for example.
* Units: estimated quantity of the product type needed
* Unit price:
* Subtotal
* Adj total
* Lock price: this option locks the quoted price
* Options: these actions allow the user to delete the item, upload pictures and add notes. When the camera icon is shown in red this means that no pictures have been uploaded for that PH. Once the pictures have been uploaded it will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means coordinates have not been validated by the user. Once done, the red mark will turn green.
* Excluded: excludes the item from the quote
* Extra info: extra information about the pothole
* Special instructions: free text field. Special Instructions for dispatch based on site survey - enter notes here

At the end of the list the system also provides the user with a quote summary.

[[File:658.png|1000px|thumb|center]]

===Available actions in this tab===

User can edit the information presented in this tab and perform the following actions:

* Add Pothole
* Quotes bulk load: allows the user to quickly add a big amount of potholes
* Reset grid: erases all items
* Re-assign images
* Add [[Accounts#PARC_Agreement|PARC]] item
* Reorder items: sorts potholes by number
* Reorder items: resets pothole number
* View price comparison chart: pops up a graph with price information. See picture below.

[[File:661.png|1000px|thumb|center]]

This set of actions can be found on the bottom left corner, right under the last quoted pothole users can select the option for avoiding PH warranty. This can be done by ticking the checkbox at the top right corner of the tab.

[[File:662.png|1000px|thumb|center]]

==Images==

This section contains all uploaded pictures and the users can see them by clicking on the files.

Furthermore they can also get an image map, get coordinates from origin and upload more images and choose between a cover or a map image.
Cover images are the pictures of the brand or mark of the place and map images are the images showing the map location of the pothole.

[[File:663.png|1000px|centre|thumb]]

==Documents==

In this tab users can access all general documents and upload or edit their own documents specially created or each opportunity.

[[File:664.png|1000px|thumb|center]]

Once a proposal has been generated users only need to download the document and upload it in this section. This way the file will be visible to anyone who accesses the opportunity.

The owner of the file can also choose between deleting or disabling their files and all general files will be also accessible from this tap and available to be sent from this tab by selecting any file and clicking the option “send by email” located at the bottom right corner.

[[File:665.png|1000px|thumb|center]]

==Related RPH==

This tab has information about the related RPH, which is the root or reason why the opportunity exists.

This tab gives the user access to basic info like ID, who are the people working on it, images of the PH, etc.

[[File:666.png|1000px|thumb|center]]

==Events and activities==

This tab shows the Notes, Call, Emails or Tasks exchange with the customer. The main purpose is to keep the communication flowing with the customer by logging all the activities.

The information here is sorted in sections according to the communication channel or activity and whether it is open or closed.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

[[File:667.png|1000px|thumb|center]]
[[File:668.png|1000px|thumb|center]]
[[File:669.png|1000px|thumb|center]]

==External proposal==

External proposals that may be related to the opportunity will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed.

For further information visit the External Proposals page.

[[File:670.png|1000px|thumb|center]]

==History==

Keeps a record of all the activities done for the opportunity. Any modification or information added/attached is logged in the system and shown in chronological order in this tab.

[[File:671.png|1000px|thumb|center]]

'''The user can see this in a list with the following columns:'''

* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Quote history==

Keeps a record of all changes done for the quotes. Modification are logged in the system and shown in chronological order in this tab.

[[File:672.png|1000px|thumb|center]]

The user can see this in a list with the following columns:

* Modified Date: date and time of the log
* Description
* Amount
* Adjusted amount
* Owner: owner of the account
* Modified by: user that performed the activity that triggered the log

==Work history==

Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created and invoice created, among others.

[[File:4.11.jpg|1000px|thumb|center]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

By the combination of fields and the status of the completion of each field it is easy to know and understand the actual status of the work in progress.

A regular user can only visualize the 3 first fields, because they usually don't have enough permissions to access dispatch and invoices information. Needless to say any user with admin permissions will be able to see all the information.

=Actions available from the Opportunity page=

==Common actions==

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]
*Add RPH

==Specific actions - Opportunity Module only==

===Generate proposal===

Once the user has finished creating the opportunity then the proposal is ready to be sent.
This can be done by clicking in “generate proposal” ADD IMAGE 674, which opens up a preview of the PDF file that will be sent to the customer providing all the necessary information.

At this stage the user has a set of check-boxes to choose preset templates with the information to be sent in the proposal. The options are:

* Exclude PARC infor
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is short version of the proposal with minimal information

After selecting the right template the user has the option to either print or save the proposal

====Information within the proposal====

The file with the proposal contains the following sections

* Proposal ID information
* About Pothole Repair
* Executive Summary Report
* Site Plan Detailing Location of Repairs
* Photo Gallery Documenting Repairs
* Carbon Calculator Analysis
* Proposal Detail
* Terms & Conditions
* Statement of Work
* COI Request Form

'''Proposal ID information:''' this section is very brief and has information to identify the opportunity, the contact information and the owner information.

[[File:676.png|500px|thumb|center]]

'''About Pothole Repair:''' information about the company, its certification and the repair process

[[File:677.png|500px|thumb|center]]

'''Site Plan Detailing Location of Repairs:''' this section contains information about the amount of thermal repairs planned to be used in each pothole. It also has the images and location of the PH.

[[File:678.png|500px|thumb|center]]

'''Carbon Calculator Analysis:''' this section has a calculator showing the amount of energy and CO2 savings due to the use of this method.

[[File:679.png|500px|thumb|center]]

'''Proposal Detail:''' a list with the TRs and the price of each PH.

[[File:680.png|500px|thumb|center]]

'''COI Request Form:''' certificate of insurance request form.

===Add special discount===

This is an administrative privilege which means that in order a sales representative get a special discount for a customer, they first need to create a business case and justify why they want to apply a discount. It must have a legitimate reason to apply it.

Most of the time this tool is used to make it easier for the customer to pay by rounding down the final price when it has funny numbers. For example: instead of charging $1005,32 to a customer we could apply a discount to make it just $1000.

[[File:681.png|500px|thumb|center]]

=Reports=

The reason for this section is to give the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, there are 3 reports that come really handy to quickly understand how well we are performing in our job. These reports are: Sales Report, Dispatch Report and Quote reports

The '''Quote Report''' shows us the efficiency of our work. Every time a user creates an opportunity they are creating a quote. From a sales perspective we know for sure that we win zero percent of the jobs we don’t quote, no one ever signs a contract that doesn’t exist. Equally certain, we know nobody sells 100 percent of what they quote, but we know that on average we’ll sell about 35% of what we have quoted. This report shows that kind of information, in other words the conversion rate.

Another report is the '''Dispatch Report''', which looks at all the opportunities that were created in a given period of time. This report is very straightforward to understand, here you can see in a list view all dispatches delivered. You can also sort the information with different filters.

And finally, the '''Sales Reports'''. This report looks at all the opportunities that were approved, in other word all the actual sales. This report is very simple to use too, again you can see in a list view all sales and sort the information with different filters.

=Closed opportunities=

So before finishing with this module, there is one more question we would like to answer, and this is when should we closed and opportunity or why should we closed it.

This is a little bit more complex than just won or lost. It is not like a coin flip with a binary outcome. Yes, it is true that at the end of the day we could say you either won a sale or lost it , but sometimes the situation is not that straightforward.

Other than won, and opportunity could be close because:

* Sometimes it becomes a sale, but then is cancelled.
* Sometimes we go out to do the survey and find the work requires a paving company, so it closed because it is out of scope.
* Sometimes it is closed because there is no damage, typically this is with PARC agreements in their second or third visit.
* Sometimes it could be closed because the opportunity expired, usually this happens after 60 days without having an answer from the customer.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Contacts

2021-01-18T19:00:51Z

Bbaigorri: /* How to create a Contact */

=What is a contact?=

Let’s revisit a concept we touched on earlier in this manual, the idea that we have a 3-dimensional dataset. You will find this concept throughout the system.

We also explain the 3 tips of this triangle: the specific site, the human and the property management.

When we talk about Contacts we are talking about the human tip of this triangle, so the contact records all things related to the human.

Within the overall system contacts is a huge module, this entire arena is nothing but human beings that manage specific sites and work for specific companies. And those 2 are not often the same, the company they work for is not typically the same company that manages the property.

=How to create a Contact=

As you may realize, our system often has multiple steps to the same end and creating a Contact is no exception. For now, let’s keep it simple and discuss the two most common.

So, every time an Opportunity is generated from a Lead, and this is closed as won, the system will automatically convert that Lead into an account. Therefore the contact will be created (if it does not already exist) and recorded in the database. From this moment then, the contact will be available to be selected again in the future as the contact of a new RPH, Lead or Opportunity.

As in the other modules, there are two ways in which a contact can be created. Manually, performed by the users on the CRM by using the “New Contact” form ; and the automated one, triggered by the system after the Lead conversion;

*'''Automated''': Once an opportunity is created for a Lead and closed as won, the system automatically converts the Lead into an Account and saves the Contact in the database.

*'''Manual''': this option is available for those cases in which a Contact needs to manually be created by a user, accessible through the bar menu.

''Note: when creating a new contact from the Account Module, the system will auto populate all the information related to that specific account and which have been previously recorded.''

=New Contact Form=

Contact information can be found in tabs that contain different types of information, and which is unique for such Contact.

These Tabs are:

*Contact
*Events & Activities
*Emails
*Calls
*Notes
*Related Accounts
*Linked Leads
*Related Opps
*History

[[File:605.jpg|1000px|center|thumb]]

==Contact==
This tab contains basic information about the Contact. It is separated in subsections for a better sorting of the information. Note that this information is the same that needs to be filled in the “New Contact Form” when creating a new Contact.

===Principal Contact Information===

[[File:606.jpg|1000px|center|thumb]]

*Owner
*Contact Not Longer
*Company/Site
*Full Name
*Direct Phone
*Contact Mobile
*Name Help
*Fax Number
*Title
*Other Phone
*Email
*Lead Source
*Secondary Email
*Link LinkedIn
*Where Obtained
*Email Output

===Contact Description===

Description: free text box for contact description

[[File:607.jpg|500px|left|frameless]]

===Address Information===

[[File:608.jpg|850px|right|thumb]]

*State
*City
*Street
*Suite
*Apartment
*Bill BOX
*Electronic Bill Mail
*Special Billing Instructions

==Events & Activities==

This tab shows the Tasks or events created related to the Contact.

For further information please visit the [[Action_Tabs#Add_event|Events]] and [[Action_Tabs#Add_task|Task]] page.

[[File:609.jpg|1000px|center|thumb]]

==Emails==
This tab contains a record with all mails exchanged with the contact.
Emails will appear sorted within these columns:

*Subject
*From
*To
*Created (date)

There is also a search bar on the top left corner allowing the user to refine the search.

[[File:630.png|1000px|center|thumb]]

==Calls==
Like the section above, this tab contains a record with all calls exchanged with the contact.

Calls will appear sorted within these columns:

*Subject
*Contact
*Call type
*Owner
*Created (date)

There is also a search bar on the top left corner allowing the user to refine the search

[[File:631.png|1000px|center|thumb]]

==Notes==
Like the section above, this tab contains a record with all notes made to the contact.

Notes will appear sorted within this columns:

*Title
*Created (date)
*Owner

There is also a search bar on the top left corner allowing the user to refine the search

[[File:632.png|1000px|center|thumb]]

==Related Accounts==
This tab shows all accounts to which the contact is related or referenced.

Note that when an account is shown with a house icon, it means that such account is a parent account.

Records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar too on the top left corner, allowing the user to refine the search

[[File:633.png|1000px|center|thumb]]

Additionally, the system allows the user to add more related accounts from the “Relate Account” button.
This action opens a window with two sections. One allowing the user to search for the account wanting to relate; and another one showing the accounts already related to it. Again, the search bar is also available to refine the search.

[[File:633.1.png|1000px|center|thumb]]

==Linked Leads==
This tab allows the user to access all Leads related to a contact.

Like in previous tabs, records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar as well on the top left corner, allowing the user to refine the search

[[File:635.png|1000px|center|thumb]]

==Related Opportunities==
Very similar to the Accounts Module, in this tab the user can see and access all the opportunities related to the Contact. A Contact can have one, two or more active opportunities at the same time, unlike a Lead that can only have one active opportunity at a time.

The fields available on this tab are:

*Opportunity name: hyperlink to open the opportunity. Will always be the sequence of the account name and the date when it was created
*Contact: Main contact of the account that holds the opportunity
*Requested date
*Valid until: due date of the opportunity
*Closing Date
*Quotes: informs the status of the Quote
*TRs: amount of items included it the opportunity
*Amount: cost/ price
*Stage
*Owner
*Created
*Last activity

[[File:636.png|1000px|center|thumb]]

==History==
Keeps a record of all the activities done on an Account. Any modification or information added/attached is logged in the system and shown in chronological order on this tab.

[[File:634.png|1000px|center|thumb]]

The user can see this in a list with the following columns:

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Contact
*Modified by: user that performed the activity

=Contact Menu=

Now that we know some basic concepts let's see what else we can find in the Contacts Module's Menu.

==New Contact==
This option takes the user to the “New Contact” form. We have already seen this menu under the title [[Contacts#How_to_create_a_Contact|"How to create a contact"]]. That one is the form you need to complete in order to create a new contact.

==View all contacts==

This menu will give you access to all contacts records in the system.

[[File:602.jpg|1000px|center|thumb]]

The system allows to list all the existing contacts in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:
*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:
*From date (creation)
*To date (creation)

[[File:604.jpg|1000px|center|thumb]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

On the above bar at the top right, there is a button available that work as shortcut:
“+Contact”: quick Contact creation form access

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Contact: Contact name
*Company: Account to which the contact is related
*Title: Title assigned to the contact
*Main phone
*Mobile
*Email: Email of the contact. By double clicking on the email user can execute the “send email” feature.
*Prot: indicates if the contact is protected or not.
*Last Activity
*Created
*Owner

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Merge Accounts==
This module will allow you to merge and/or delete any contacts.

When merging a contact, all the related info will be moved to the selected destiny contact and the merged one will be deleted.
To delete a contact the same process needs to be followed, but in this case there is no need of selecting a destiny.

The form to merge accounts is divided in 8 sections:

*Contact Info
*Account Info
*Opportunity Info
*Events
*Tasks Info
*Notes Info
*Emails Info
*Calls Info

[[File:603.png|1000px|center|thumb]]

The reason for these sections is to make it easier to select and edit the information the user wants to merge. Nevertheless, these sections don’t need to be all used and can be either hidden or shown. Only the first section contains mandatory fields, which for this case it means it is the minimum information that will be transferred (merged) to the destiny contact.

[[File:601.png|1000px|center|thumb]]

'''Steps to merge:'''

#Select Contact
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Contact
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

=Actions available from the Contact page=

Last but not least, we have seen that there is a specific set of actions that is common to all modules, and which we have already explained before. These "common actions":

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

=Bonus sections=

==Leads and Contacts==

There are some nuances regarding the linking information between the modules of Contacts and Leads, that we would like to disuss:

Since Leads are lite records,if a user was to create a new Lead they can only put one person in that record. But if the lead has a parent account, in many cases we might already have the contact record in that parent account. We have the ability to either add a new contact when we create a Lead or we can choose an existing contact and assign it to that Lead by clicking this button[[File:1.png|50px|inline]], when working on the Lead Module.

At the same time, the user could also delete the contact assigned to that Lead too.

On the other hand, if you wanted to make any changes, that is to edit the Lead record with respect to the human, you need to do this from the contact record because it is not part of the lead but part of the human. It is a different record data set.

Another important aspect to consider is that, in many cases a contact can be related to both Leads and Accounts. In other words, the same person can be the contact for a Lead and an Account. For instance, in a company like Kimco, this happens quite often.

On the same line, one of the unique things about humans is that sometimes they “move to greener pastures”. Sometimes one person will stop working for, let’s say company A, and start working for company B. They still do the same job and they still are managing sites, but doing it for different companies. So all the sites they use to manage are no longer related to them and their employers are no longer related to them.

Under this situation, we need to change the relationship between the human and the sites.
When a contact leaves a company, we can break that relationship by ticking the check-box of this button in the Contact Module

[[File:2.png|300px|left]]

This action automatically removes all accounts relationships with the contact, while keeping all previous records. We want to keep that past information so we can understand its evolution and move forward correctly.

Now, you might be wondering...What happens to all those properties now that the contact is gone? And how do we assign those properties to a new human?

Well what we have to do, now that the contact is gone, is very simple. We need to relate a new contact to those properties, let’s see the steps to do it.

Let’s pretend Debbie Keating is gone and no longer works for Kimco Realty Corp. Let’s also assume we have unrelated her contact from Kimco as well.

So first we need to access the account that is linked to that contact, for this case this would be Kimco and then go to the contact tab.

Here we have two options:

#We can create a new contact when there are no records for the new person taking over all Debbie’s properties, or
#We could relate an existing contact to the account, in which case the process would be easier.

[[File:3.png|1000px|thumb|center]]

Now that we have related/ created the contact, the following step is to assign the properties to it.

To do it only need to proceed to the Child Accounts tab, click on Edit Mode, sort all the sites in order to see first those without a contact assigned and then click on Change Main Contact. This action will show a dropdown menu allowing to select the desired contact.

[[File:Assign new contact.png|1000px|thumb|center]]

All contacts are special in this sense. Accounts are their own records and relate to humans, parents and children. Leads are their own records too, and they also can relate to humans, parents and children. But Contacts can not really exist and add some value in isolation...Why would we keep a contact standing free?

'''Remember the structure of the system and the three tips of the triangle'''

==Contact Protection==

Even tough we have previously explained this topic, it is very important to bring it once again due to he impact across the modules of the protection feature.

Having said that, the critical thing to remember about protection is that '''what is protected is not the site, is the human'''.

Let’s put it with an example:

A company like Kimco has hundreds of employees and thousands of properties they manage. In no way, shape or form we are going to say “Oh, we already have one account manager working with Kimco, so nobody else should touch Kimco”, that would be tremendously stupid, since it would pretty much impossible for one account manager to cover all Kimco’s properties while developing a relationship with all their employees.

The way protection works when you look at a company like Kimco and its child accounts, the sites that are protected are protected because the human is protected. All that can be protected is our relationship with the human.

In other words, this means when Debbie Keating is protected all the properties she manages will be protected as well.

The underlying logic here is:

If Trevor Treadwell is selling lots of repairs to Debbie Keating we don’t want someone else to call in Debbie trying to sell her because,

Trevor developed that relationship with her and
From an institutional perspective, the odds of somebody else coming in and annoying Debbie and hurting the process are greater than the odds of somebody else coming in and doing any better.

For more information about the protection feature, please redirect to these two sections of the wiki:
* [[Accounts#Account_protection|Account protection]]
* [[Accounts#Account_and_contacts|Account and contacts]]

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Contacts

2021-01-18T18:59:55Z

Bbaigorri: /* What is a contact? */

=What is a contact?=

Let’s revisit a concept we touched on earlier in this manual, the idea that we have a 3-dimensional dataset. You will find this concept throughout the system.

We also explain the 3 tips of this triangle: the specific site, the human and the property management.

When we talk about Contacts we are talking about the human tip of this triangle, so the contact records all things related to the human.

Within the overall system contacts is a huge module, this entire arena is nothing but human beings that manage specific sites and work for specific companies. And those 2 are not often the same, the company they work for is not typically the same company that manages the property.

=How to create a Contact=

As you may have realized, there are many ways in which most of the process can be done within the system. Well creating a new contact is not an exception, but for now and to keep it simple let's just say there are two ways to create a new contact.

So, every time an Opportunity is generated from a Lead, and this is closed as won, the system will automatically convert that Lead into an account. Therefore the contact will be created (if it does not already exist) and recorded in the database. From this moment then, the contact will be available to be selected again in the future as the contact of a new RPH, Lead or Opportunity.

As in the other modules, there are two ways in which a contact can be created. Manually, performed by the users on the CRM by using the “New Contact” form ; and the automated one, triggered by the system after the Lead conversion;

*'''Automated''': Once an opportunity is created for a Lead and closed as won, the system automatically converts the Lead into an Account and saves the Contact in the database.

*'''Manual''': this option is available for those cases in which a Contact needs to manually be created by a user, accessible through the bar menu.

''Note: when creating a new contact from the Account Module, the system will auto populate all the information related to that specific account and which have been previously recorded.''

=New Contact Form=

Contact information can be found in tabs that contain different types of information, and which is unique for such Contact.

These Tabs are:

*Contact
*Events & Activities
*Emails
*Calls
*Notes
*Related Accounts
*Linked Leads
*Related Opps
*History

[[File:605.jpg|1000px|center|thumb]]

==Contact==
This tab contains basic information about the Contact. It is separated in subsections for a better sorting of the information. Note that this information is the same that needs to be filled in the “New Contact Form” when creating a new Contact.

===Principal Contact Information===

[[File:606.jpg|1000px|center|thumb]]

*Owner
*Contact Not Longer
*Company/Site
*Full Name
*Direct Phone
*Contact Mobile
*Name Help
*Fax Number
*Title
*Other Phone
*Email
*Lead Source
*Secondary Email
*Link LinkedIn
*Where Obtained
*Email Output

===Contact Description===

Description: free text box for contact description

[[File:607.jpg|500px|left|frameless]]

===Address Information===

[[File:608.jpg|850px|right|thumb]]

*State
*City
*Street
*Suite
*Apartment
*Bill BOX
*Electronic Bill Mail
*Special Billing Instructions

==Events & Activities==

This tab shows the Tasks or events created related to the Contact.

For further information please visit the [[Action_Tabs#Add_event|Events]] and [[Action_Tabs#Add_task|Task]] page.

[[File:609.jpg|1000px|center|thumb]]

==Emails==
This tab contains a record with all mails exchanged with the contact.
Emails will appear sorted within these columns:

*Subject
*From
*To
*Created (date)

There is also a search bar on the top left corner allowing the user to refine the search.

[[File:630.png|1000px|center|thumb]]

==Calls==
Like the section above, this tab contains a record with all calls exchanged with the contact.

Calls will appear sorted within these columns:

*Subject
*Contact
*Call type
*Owner
*Created (date)

There is also a search bar on the top left corner allowing the user to refine the search

[[File:631.png|1000px|center|thumb]]

==Notes==
Like the section above, this tab contains a record with all notes made to the contact.

Notes will appear sorted within this columns:

*Title
*Created (date)
*Owner

There is also a search bar on the top left corner allowing the user to refine the search

[[File:632.png|1000px|center|thumb]]

==Related Accounts==
This tab shows all accounts to which the contact is related or referenced.

Note that when an account is shown with a house icon, it means that such account is a parent account.

Records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar too on the top left corner, allowing the user to refine the search

[[File:633.png|1000px|center|thumb]]

Additionally, the system allows the user to add more related accounts from the “Relate Account” button.
This action opens a window with two sections. One allowing the user to search for the account wanting to relate; and another one showing the accounts already related to it. Again, the search bar is also available to refine the search.

[[File:633.1.png|1000px|center|thumb]]

==Linked Leads==
This tab allows the user to access all Leads related to a contact.

Like in previous tabs, records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar as well on the top left corner, allowing the user to refine the search

[[File:635.png|1000px|center|thumb]]

==Related Opportunities==
Very similar to the Accounts Module, in this tab the user can see and access all the opportunities related to the Contact. A Contact can have one, two or more active opportunities at the same time, unlike a Lead that can only have one active opportunity at a time.

The fields available on this tab are:

*Opportunity name: hyperlink to open the opportunity. Will always be the sequence of the account name and the date when it was created
*Contact: Main contact of the account that holds the opportunity
*Requested date
*Valid until: due date of the opportunity
*Closing Date
*Quotes: informs the status of the Quote
*TRs: amount of items included it the opportunity
*Amount: cost/ price
*Stage
*Owner
*Created
*Last activity

[[File:636.png|1000px|center|thumb]]

==History==
Keeps a record of all the activities done on an Account. Any modification or information added/attached is logged in the system and shown in chronological order on this tab.

[[File:634.png|1000px|center|thumb]]

The user can see this in a list with the following columns:

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Contact
*Modified by: user that performed the activity

=Contact Menu=

Now that we know some basic concepts let's see what else we can find in the Contacts Module's Menu.

==New Contact==
This option takes the user to the “New Contact” form. We have already seen this menu under the title [[Contacts#How_to_create_a_Contact|"How to create a contact"]]. That one is the form you need to complete in order to create a new contact.

==View all contacts==

This menu will give you access to all contacts records in the system.

[[File:602.jpg|1000px|center|thumb]]

The system allows to list all the existing contacts in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:
*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:
*From date (creation)
*To date (creation)

[[File:604.jpg|1000px|center|thumb]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

On the above bar at the top right, there is a button available that work as shortcut:
“+Contact”: quick Contact creation form access

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Contact: Contact name
*Company: Account to which the contact is related
*Title: Title assigned to the contact
*Main phone
*Mobile
*Email: Email of the contact. By double clicking on the email user can execute the “send email” feature.
*Prot: indicates if the contact is protected or not.
*Last Activity
*Created
*Owner

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Merge Accounts==
This module will allow you to merge and/or delete any contacts.

When merging a contact, all the related info will be moved to the selected destiny contact and the merged one will be deleted.
To delete a contact the same process needs to be followed, but in this case there is no need of selecting a destiny.

The form to merge accounts is divided in 8 sections:

*Contact Info
*Account Info
*Opportunity Info
*Events
*Tasks Info
*Notes Info
*Emails Info
*Calls Info

[[File:603.png|1000px|center|thumb]]

The reason for these sections is to make it easier to select and edit the information the user wants to merge. Nevertheless, these sections don’t need to be all used and can be either hidden or shown. Only the first section contains mandatory fields, which for this case it means it is the minimum information that will be transferred (merged) to the destiny contact.

[[File:601.png|1000px|center|thumb]]

'''Steps to merge:'''

#Select Contact
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Contact
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

=Actions available from the Contact page=

Last but not least, we have seen that there is a specific set of actions that is common to all modules, and which we have already explained before. These "common actions":

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

=Bonus sections=

==Leads and Contacts==

There are some nuances regarding the linking information between the modules of Contacts and Leads, that we would like to disuss:

Since Leads are lite records,if a user was to create a new Lead they can only put one person in that record. But if the lead has a parent account, in many cases we might already have the contact record in that parent account. We have the ability to either add a new contact when we create a Lead or we can choose an existing contact and assign it to that Lead by clicking this button[[File:1.png|50px|inline]], when working on the Lead Module.

At the same time, the user could also delete the contact assigned to that Lead too.

On the other hand, if you wanted to make any changes, that is to edit the Lead record with respect to the human, you need to do this from the contact record because it is not part of the lead but part of the human. It is a different record data set.

Another important aspect to consider is that, in many cases a contact can be related to both Leads and Accounts. In other words, the same person can be the contact for a Lead and an Account. For instance, in a company like Kimco, this happens quite often.

On the same line, one of the unique things about humans is that sometimes they “move to greener pastures”. Sometimes one person will stop working for, let’s say company A, and start working for company B. They still do the same job and they still are managing sites, but doing it for different companies. So all the sites they use to manage are no longer related to them and their employers are no longer related to them.

Under this situation, we need to change the relationship between the human and the sites.
When a contact leaves a company, we can break that relationship by ticking the check-box of this button in the Contact Module

[[File:2.png|300px|left]]

This action automatically removes all accounts relationships with the contact, while keeping all previous records. We want to keep that past information so we can understand its evolution and move forward correctly.

Now, you might be wondering...What happens to all those properties now that the contact is gone? And how do we assign those properties to a new human?

Well what we have to do, now that the contact is gone, is very simple. We need to relate a new contact to those properties, let’s see the steps to do it.

Let’s pretend Debbie Keating is gone and no longer works for Kimco Realty Corp. Let’s also assume we have unrelated her contact from Kimco as well.

So first we need to access the account that is linked to that contact, for this case this would be Kimco and then go to the contact tab.

Here we have two options:

#We can create a new contact when there are no records for the new person taking over all Debbie’s properties, or
#We could relate an existing contact to the account, in which case the process would be easier.

[[File:3.png|1000px|thumb|center]]

Now that we have related/ created the contact, the following step is to assign the properties to it.

To do it only need to proceed to the Child Accounts tab, click on Edit Mode, sort all the sites in order to see first those without a contact assigned and then click on Change Main Contact. This action will show a dropdown menu allowing to select the desired contact.

[[File:Assign new contact.png|1000px|thumb|center]]

All contacts are special in this sense. Accounts are their own records and relate to humans, parents and children. Leads are their own records too, and they also can relate to humans, parents and children. But Contacts can not really exist and add some value in isolation...Why would we keep a contact standing free?

'''Remember the structure of the system and the three tips of the triangle'''

==Contact Protection==

Even tough we have previously explained this topic, it is very important to bring it once again due to he impact across the modules of the protection feature.

Having said that, the critical thing to remember about protection is that '''what is protected is not the site, is the human'''.

Let’s put it with an example:

A company like Kimco has hundreds of employees and thousands of properties they manage. In no way, shape or form we are going to say “Oh, we already have one account manager working with Kimco, so nobody else should touch Kimco”, that would be tremendously stupid, since it would pretty much impossible for one account manager to cover all Kimco’s properties while developing a relationship with all their employees.

The way protection works when you look at a company like Kimco and its child accounts, the sites that are protected are protected because the human is protected. All that can be protected is our relationship with the human.

In other words, this means when Debbie Keating is protected all the properties she manages will be protected as well.

The underlying logic here is:

If Trevor Treadwell is selling lots of repairs to Debbie Keating we don’t want someone else to call in Debbie trying to sell her because,

Trevor developed that relationship with her and
From an institutional perspective, the odds of somebody else coming in and annoying Debbie and hurting the process are greater than the odds of somebody else coming in and doing any better.

For more information about the protection feature, please redirect to these two sections of the wiki:
* [[Accounts#Account_protection|Account protection]]
* [[Accounts#Account_and_contacts|Account and contacts]]

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Back-end Processes

2021-01-14T12:00:14Z

Bbaigorri: /* Quick Access */

=Back-end Processes=

Internal processes ran by the system

==Notification processes==

The notification process runs once a day and scans all those tasks that need follow-up.

This process finds all the tasks about to expire and all the tasks that have reminders, that is, the reminders that have been configured for both tasks as well as opportunities, events and invoices.

These notifications will appear on the dashboard each time the user logs in.

In addition, notifications can be of two different types:

Blocking notifications: the user must attend to all the tasks that require follow-up in order to continue using the CRM, otherwise the system will close the session preventing them from reconnecting. The objective of this type of notification is to guarantee compliance with the company's sales process. Although these types of notifications can be created by the users, in general they are generated by the system automatically as a result of said sales process.

Non-blocking: this type of notification simply seeks to remind or give notice of certain types of tasks or issues to take into account during the sales process. It is important to clarify that, unlike the previous ones, these types of notifications are generally generated by the users as a way to facilitate their work.

==PARC==

This process generates the opportunities and tasks that must be carried out as part of the PARC Agreement.

It automatically creates the opportunity, inspection task, and follow-up. The corresponding dispatch is also created, so that it can be assigned to the team that will be conducting the visits as part of the PARC.

At the same time, the system sends a summary to the account managers of all the tasks that were generated as part of a PARC agreement.

This process runs weekly and the time these processes are generated can be fully customised by users with administrator permissions.

==Batch Processes==

The following processes don’t require user interaction to work. These are automated.

===Finance process - Past Due Invoices===

This process takes all the invoices with a debt greater than zero and performs a validation of the days corresponding to the payment terms and the creation date of the voucher.

This process takes those payments owed, calculates the corresponding penalty and updates the payment records so that the corresponding user can control and monitor them.

It does not have any type of notification.

===Get contact Process===

This process creates a suppression list, that is, a list of contacts to whom no more emails should be sent.

The process reads all the contacts that have an assigned email and whose status is "rejected" and creates a list with them.

The objective is to avoid wasting time contacting potential clients who have already been contacted with no success.

===RPH Process - Nurture process===

This process begins once the state of an RPH is changed to "nurture P2".

When it is changed, the RPH automatically goes to a pool for which the dates and templates of the mails that must be sent as part of the nurture P2 process are established.

This process takes all the RPHs that are in that pool, takes the corresponding template, performs the data replacement and sets up the email that should be sent. Then look for the next template and update the record with the corresponding number of days in which a new email should be executed.

This process is repeated until all the templates that must be executed as part of the Nurture P2 process have been sent.

In the event that no response is received, the system will change the RPH status to “closed” due to inactivity.

This process runs once a day.

===Inbound/ outbound emails===

This process is for reading emails. All emails, both sent from the CRM, and sent and received through other email service providers are saved in a backlog of the system.

Through a security token the system reads the emails from the user's email account inbox.

Every time you read an email, it creates a data table within the CRM, and in turn establishes a tag for those emails sent from the CRM.

This process is responsible for keeping all the emails sent between our advertisers and the Leads, for instance.

===Bug detector===

It is a process that runs daily looking for errors. This process sends the CRM administrator a report with the system errors found.

===Expired Jobs===

Every 30 minutes the system scans the database searching for all those jobs (dispatches and tasks) with a 3 hours delay. Then it sends an alert to a designated list of users with either the owners or managers for the job.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]

Back-end Processes

2021-01-14T12:00:01Z

Bbaigorri: /* Expired Jobs */

=Back-end Processes=

Internal processes ran by the system

==Notification processes==

The notification process runs once a day and scans all those tasks that need follow-up.

This process finds all the tasks about to expire and all the tasks that have reminders, that is, the reminders that have been configured for both tasks as well as opportunities, events and invoices.

These notifications will appear on the dashboard each time the user logs in.

In addition, notifications can be of two different types:

Blocking notifications: the user must attend to all the tasks that require follow-up in order to continue using the CRM, otherwise the system will close the session preventing them from reconnecting. The objective of this type of notification is to guarantee compliance with the company's sales process. Although these types of notifications can be created by the users, in general they are generated by the system automatically as a result of said sales process.

Non-blocking: this type of notification simply seeks to remind or give notice of certain types of tasks or issues to take into account during the sales process. It is important to clarify that, unlike the previous ones, these types of notifications are generally generated by the users as a way to facilitate their work.

==PARC==

This process generates the opportunities and tasks that must be carried out as part of the PARC Agreement.

It automatically creates the opportunity, inspection task, and follow-up. The corresponding dispatch is also created, so that it can be assigned to the team that will be conducting the visits as part of the PARC.

At the same time, the system sends a summary to the account managers of all the tasks that were generated as part of a PARC agreement.

This process runs weekly and the time these processes are generated can be fully customised by users with administrator permissions.

==Batch Processes==

The following processes don’t require user interaction to work. These are automated.

===Finance process - Past Due Invoices===

This process takes all the invoices with a debt greater than zero and performs a validation of the days corresponding to the payment terms and the creation date of the voucher.

This process takes those payments owed, calculates the corresponding penalty and updates the payment records so that the corresponding user can control and monitor them.

It does not have any type of notification.

===Get contact Process===

This process creates a suppression list, that is, a list of contacts to whom no more emails should be sent.

The process reads all the contacts that have an assigned email and whose status is "rejected" and creates a list with them.

The objective is to avoid wasting time contacting potential clients who have already been contacted with no success.

===RPH Process - Nurture process===

This process begins once the state of an RPH is changed to "nurture P2".

When it is changed, the RPH automatically goes to a pool for which the dates and templates of the mails that must be sent as part of the nurture P2 process are established.

This process takes all the RPHs that are in that pool, takes the corresponding template, performs the data replacement and sets up the email that should be sent. Then look for the next template and update the record with the corresponding number of days in which a new email should be executed.

This process is repeated until all the templates that must be executed as part of the Nurture P2 process have been sent.

In the event that no response is received, the system will change the RPH status to “closed” due to inactivity.

This process runs once a day.

===Inbound/ outbound emails===

This process is for reading emails. All emails, both sent from the CRM, and sent and received through other email service providers are saved in a backlog of the system.

Through a security token the system reads the emails from the user's email account inbox.

Every time you read an email, it creates a data table within the CRM, and in turn establishes a tag for those emails sent from the CRM.

This process is responsible for keeping all the emails sent between our advertisers and the Leads, for instance.

===Bug detector===

It is a process that runs daily looking for errors. This process sends the CRM administrator a report with the system errors found.

===Expired Jobs===

Every 30 minutes the system scans the database searching for all those jobs (dispatches and tasks) with a 3 hours delay. Then it sends an alert to a designated list of users with either the owners or managers for the job.

=Quick Access=

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]

Mobile applications

2021-01-14T11:59:32Z

Bbaigorri: /* E-Technician */

=Lead generator=

This application is connected to external users. That is, users who do not correspond to the CRM but who, based on a special configuration, can use some parts of it to generate information regarding new customers.

The app is fully linked to Google, making it easy to log in and geolocation services.

The users who use this application are known as "hunters", since from a license that is granted to them by the company they can go out in search of new clients. For this they look for new potholes, which they register in the system with the help of the application and for which they then receive a payment for each successful client.

Every time a hunter creates a Lead, they will get a notification to their email, so they can keep track of all records they have created. At the same time, about once a week, we run a report to verify how many leads were created by our hunters and how many of them had been converted. This way hunters can paid for those converted leads.

This whole process is very similar to the RPH creation process of the CRM, the only difference here is that the app has a "wizard" that guides the user step by step to avoid skipping any actions.

What we will see next is a series of images showing each section with a brief description of this mobile application.

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

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

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

Lets see the process to create a new lead. First the app will to conect to the GPS to automatically geolocate the potholes.

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

If the app can get the location by itself then it will require the user to manually set it. In this case the user only need to drag the pin to the actual location.

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

Once the location has been set, then we can proceed to take the pictures. The app allows to take 2 pictures only for the pothole and another leasing picture, that is a picture of the entrance or comercial sign with information of the company 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 only need to check all information and hit "create it"

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

And that's it, the Lead has been created

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

=Proposal Maker=

This app works exactly the same as the Lead Generator App. The concept behind is the same: it is a "wizard" that guides the user step by step to avoid missing or skipping information.

There is a slight difference though, and this is the user who will be using the app. This app is ment to be used by our "surveyors", this are the people or technicians that will be assesing the damage in order to provide a quote and information regarding the job that needs to be done to fix the potholes in a property, such as size, amount of TRs, type of work and tools needed, etc.

Our surveyors have a user in our system which allows them to see all the activities that have been asigned to them. This way can easily see where they have to go and the type of property to visit.

What we will see next is a series of images showing each section with a brief description of this mobile application.

This is the main screen, here the surveyors can see at glance all their activities. They can filter by date the activities they see.

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

For each task, they can directly email or call the customer to contact the customer, call 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]]

Furthermore, they can see more information about the opportunity, use the GPS to navigate to 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]]

The surveyors can also add more repairs if they wanted to, and they can choose to either add a PH damage or an External Damage. This is in case 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, first need to take a "before picture". This is a 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 that will be needed to fix that damage.

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

In the next step the surveyor has to set the spcific 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 wether 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 red the task notes, add notes to the opportunity and to 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, this is a job for one of our partners. In this case the surveyor must hit "External Damage" and the app will show a pop-up window asking confirmation to proceed.

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

Once again, first the surveyor must take a picture of the damage, and then will be allowed to choose the product or required type 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 confirmation to close the proposal.

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

=E-Technician=

This is the mobile application our technicians use for their job. They use this app with two main purposes: to check in, that is to upload their time card, the truck inspection and the inventory. Andthey use it to access to all the jobs assigned to them, in other words to see they dispatches and surveys they have.

Unlike the others apps, this one is not ment to be used by external users but people who actually work for our company.

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

This is the main screen. Our technicians can view here both the Dispatches and Surveys that have been 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 track 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 to see either a dispatch or survey, they can get a preview of the job 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 to complete the daily inspections (check in). Each of these inpections have been explained in the [[Dispatch]] section.

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

Now that the daily inspections have been completed, the system will allow them to continue.

When a technician hit "start" the system will send an e-mail to the customer and to the owner of the opportunity to notify them the repair is in process.

And at the same time it will also start to track time on live, so from headquarters can a feed with updates 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]]

Here they can see all details regarding the job, see the surveyor's notes and have a quick action button to call either the owner or the surveyor.

There are also 3 buttons to:

* Navigate to the pothole
* Take a picture. This is the picture they should take after fixing the damage
* Reschedule the item in the case they could not finish it at that time due to some unexpected reason.

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

After taking the picture the system will open a window to set the amount of of TRs that were actually needed to fix the pothole.

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

And they also have to specify the type of repair they performed.

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

This is 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 an additional repair is very similar to the one described for the proposal maker app but shorter.

Here they only need to hit "add new", take a picture of the damage, set the estimated amount of TRs to be used and set the location of the pothole.

When they have added all the new additional repairs and hit finish the system will notify the account manager so they can talk to get the approval. If everything goes well then the technicians should be able to 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, the will automatically redirect them to this screen to finally add the last notes fot the dispatch.

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

Now that everything is done, they can finally close the dispatch and confirm it is finished.

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

Now they are done, the app will prevent them to log-in to their vehicle before to start driving to the next propoerty.

[[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]]

Mobile applications

2021-01-14T11:59:15Z

Bbaigorri: /* Proposal Maker */

=Lead generator=

This application is connected to external users. That is, users who do not correspond to the CRM but who, based on a special configuration, can use some parts of it to generate information regarding new customers.

The app is fully linked to Google, making it easy to log in and geolocation services.

The users who use this application are known as "hunters", since from a license that is granted to them by the company they can go out in search of new clients. For this they look for new potholes, which they register in the system with the help of the application and for which they then receive a payment for each successful client.

Every time a hunter creates a Lead, they will get a notification to their email, so they can keep track of all records they have created. At the same time, about once a week, we run a report to verify how many leads were created by our hunters and how many of them had been converted. This way hunters can paid for those converted leads.

This whole process is very similar to the RPH creation process of the CRM, the only difference here is that the app has a "wizard" that guides the user step by step to avoid skipping any actions.

What we will see next is a series of images showing each section with a brief description of this mobile application.

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

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

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

Lets see the process to create a new lead. First the app will to conect to the GPS to automatically geolocate the potholes.

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

If the app can get the location by itself then it will require the user to manually set it. In this case the user only need to drag the pin to the actual location.

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

Once the location has been set, then we can proceed to take the pictures. The app allows to take 2 pictures only for the pothole and another leasing picture, that is a picture of the entrance or comercial sign with information of the company 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 only need to check all information and hit "create it"

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

And that's it, the Lead has been created

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

=Proposal Maker=

This app works exactly the same as the Lead Generator App. The concept behind is the same: it is a "wizard" that guides the user step by step to avoid missing or skipping information.

There is a slight difference though, and this is the user who will be using the app. This app is ment to be used by our "surveyors", this are the people or technicians that will be assesing the damage in order to provide a quote and information regarding the job that needs to be done to fix the potholes in a property, such as size, amount of TRs, type of work and tools needed, etc.

Our surveyors have a user in our system which allows them to see all the activities that have been asigned to them. This way can easily see where they have to go and the type of property to visit.

What we will see next is a series of images showing each section with a brief description of this mobile application.

This is the main screen, here the surveyors can see at glance all their activities. They can filter by date the activities they see.

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

For each task, they can directly email or call the customer to contact the customer, call 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]]

Furthermore, they can see more information about the opportunity, use the GPS to navigate to 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]]

The surveyors can also add more repairs if they wanted to, and they can choose to either add a PH damage or an External Damage. This is in case 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, first need to take a "before picture". This is a 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 that will be needed to fix that damage.

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

In the next step the surveyor has to set the spcific 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 wether 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 red the task notes, add notes to the opportunity and to 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, this is a job for one of our partners. In this case the surveyor must hit "External Damage" and the app will show a pop-up window asking confirmation to proceed.

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

Once again, first the surveyor must take a picture of the damage, and then will be allowed to choose the product or required type 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 confirmation to close the proposal.

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

==E-Technician==

This is the mobile application our technicians use for their job. They use this app with two main purposes: to check in, that is to upload their time card, the truck inspection and the inventory. Andthey use it to access to all the jobs assigned to them, in other words to see they dispatches and surveys they have.

Unlike the others apps, this one is not ment to be used by external users but people who actually work for our company.

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

This is the main screen. Our technicians can view here both the Dispatches and Surveys that have been 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 track 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 to see either a dispatch or survey, they can get a preview of the job 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 to complete the daily inspections (check in). Each of these inpections have been explained in the [[Dispatch]] section.

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

Now that the daily inspections have been completed, the system will allow them to continue.

When a technician hit "start" the system will send an e-mail to the customer and to the owner of the opportunity to notify them the repair is in process.

And at the same time it will also start to track time on live, so from headquarters can a feed with updates 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]]

Here they can see all details regarding the job, see the surveyor's notes and have a quick action button to call either the owner or the surveyor.

There are also 3 buttons to:

* Navigate to the pothole
* Take a picture. This is the picture they should take after fixing the damage
* Reschedule the item in the case they could not finish it at that time due to some unexpected reason.

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

After taking the picture the system will open a window to set the amount of of TRs that were actually needed to fix the pothole.

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

And they also have to specify the type of repair they performed.

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

This is 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 an additional repair is very similar to the one described for the proposal maker app but shorter.

Here they only need to hit "add new", take a picture of the damage, set the estimated amount of TRs to be used and set the location of the pothole.

When they have added all the new additional repairs and hit finish the system will notify the account manager so they can talk to get the approval. If everything goes well then the technicians should be able to 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, the will automatically redirect them to this screen to finally add the last notes fot the dispatch.

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

Now that everything is done, they can finally close the dispatch and confirm it is finished.

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

Now they are done, the app will prevent them to log-in to their vehicle before to start driving to the next propoerty.

[[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]]

Mobile applications

2021-01-14T11:59:01Z

Bbaigorri: /* Lead generator */

=Lead generator=

This application is connected to external users. That is, users who do not correspond to the CRM but who, based on a special configuration, can use some parts of it to generate information regarding new customers.

The app is fully linked to Google, making it easy to log in and geolocation services.

The users who use this application are known as "hunters", since from a license that is granted to them by the company they can go out in search of new clients. For this they look for new potholes, which they register in the system with the help of the application and for which they then receive a payment for each successful client.

Every time a hunter creates a Lead, they will get a notification to their email, so they can keep track of all records they have created. At the same time, about once a week, we run a report to verify how many leads were created by our hunters and how many of them had been converted. This way hunters can paid for those converted leads.

This whole process is very similar to the RPH creation process of the CRM, the only difference here is that the app has a "wizard" that guides the user step by step to avoid skipping any actions.

What we will see next is a series of images showing each section with a brief description of this mobile application.

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

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

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

Lets see the process to create a new lead. First the app will to conect to the GPS to automatically geolocate the potholes.

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

If the app can get the location by itself then it will require the user to manually set it. In this case the user only need to drag the pin to the actual location.

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

Once the location has been set, then we can proceed to take the pictures. The app allows to take 2 pictures only for the pothole and another leasing picture, that is a picture of the entrance or comercial sign with information of the company 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 only need to check all information and hit "create it"

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

And that's it, the Lead has been created

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

==Proposal Maker==

This app works exactly the same as the Lead Generator App. The concept behind is the same: it is a "wizard" that guides the user step by step to avoid missing or skipping information.

There is a slight difference though, and this is the user who will be using the app. This app is ment to be used by our "surveyors", this are the people or technicians that will be assesing the damage in order to provide a quote and information regarding the job that needs to be done to fix the potholes in a property, such as size, amount of TRs, type of work and tools needed, etc.

Our surveyors have a user in our system which allows them to see all the activities that have been asigned to them. This way can easily see where they have to go and the type of property to visit.

What we will see next is a series of images showing each section with a brief description of this mobile application.

This is the main screen, here the surveyors can see at glance all their activities. They can filter by date the activities they see.

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

For each task, they can directly email or call the customer to contact the customer, call 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]]

Furthermore, they can see more information about the opportunity, use the GPS to navigate to 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]]

The surveyors can also add more repairs if they wanted to, and they can choose to either add a PH damage or an External Damage. This is in case 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, first need to take a "before picture". This is a 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 that will be needed to fix that damage.

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

In the next step the surveyor has to set the spcific 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 wether 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 red the task notes, add notes to the opportunity and to 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, this is a job for one of our partners. In this case the surveyor must hit "External Damage" and the app will show a pop-up window asking confirmation to proceed.

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

Once again, first the surveyor must take a picture of the damage, and then will be allowed to choose the product or required type 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 confirmation to close the proposal.

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

==E-Technician==

This is the mobile application our technicians use for their job. They use this app with two main purposes: to check in, that is to upload their time card, the truck inspection and the inventory. Andthey use it to access to all the jobs assigned to them, in other words to see they dispatches and surveys they have.

Unlike the others apps, this one is not ment to be used by external users but people who actually work for our company.

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

This is the main screen. Our technicians can view here both the Dispatches and Surveys that have been 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 track 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 to see either a dispatch or survey, they can get a preview of the job 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 to complete the daily inspections (check in). Each of these inpections have been explained in the [[Dispatch]] section.

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

Now that the daily inspections have been completed, the system will allow them to continue.

When a technician hit "start" the system will send an e-mail to the customer and to the owner of the opportunity to notify them the repair is in process.

And at the same time it will also start to track time on live, so from headquarters can a feed with updates 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]]

Here they can see all details regarding the job, see the surveyor's notes and have a quick action button to call either the owner or the surveyor.

There are also 3 buttons to:

* Navigate to the pothole
* Take a picture. This is the picture they should take after fixing the damage
* Reschedule the item in the case they could not finish it at that time due to some unexpected reason.

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

After taking the picture the system will open a window to set the amount of of TRs that were actually needed to fix the pothole.

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

And they also have to specify the type of repair they performed.

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

This is 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 an additional repair is very similar to the one described for the proposal maker app but shorter.

Here they only need to hit "add new", take a picture of the damage, set the estimated amount of TRs to be used and set the location of the pothole.

When they have added all the new additional repairs and hit finish the system will notify the account manager so they can talk to get the approval. If everything goes well then the technicians should be able to 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, the will automatically redirect them to this screen to finally add the last notes fot the dispatch.

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

Now that everything is done, they can finally close the dispatch and confirm it is finished.

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

Now they are done, the app will prevent them to log-in to their vehicle before to start driving to the next propoerty.

[[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]]

Mobile applications

2021-01-14T11:58:43Z

Bbaigorri: /* Quick Access */

==Lead generator==

This application is connected to external users. That is, users who do not correspond to the CRM but who, based on a special configuration, can use some parts of it to generate information regarding new customers.

The app is fully linked to Google, making it easy to log in and geolocation services.

The users who use this application are known as "hunters", since from a license that is granted to them by the company they can go out in search of new clients. For this they look for new potholes, which they register in the system with the help of the application and for which they then receive a payment for each successful client.

Every time a hunter creates a Lead, they will get a notification to their email, so they can keep track of all records they have created. At the same time, about once a week, we run a report to verify how many leads were created by our hunters and how many of them had been converted. This way hunters can paid for those converted leads.

This whole process is very similar to the RPH creation process of the CRM, the only difference here is that the app has a "wizard" that guides the user step by step to avoid skipping any actions.

What we will see next is a series of images showing each section with a brief description of this mobile application.

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

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

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

Lets see the process to create a new lead. First the app will to conect to the GPS to automatically geolocate the potholes.

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

If the app can get the location by itself then it will require the user to manually set it. In this case the user only need to drag the pin to the actual location.

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

Once the location has been set, then we can proceed to take the pictures. The app allows to take 2 pictures only for the pothole and another leasing picture, that is a picture of the entrance or comercial sign with information of the company 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 only need to check all information and hit "create it"

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

And that's it, the Lead has been created

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

==Proposal Maker==

This app works exactly the same as the Lead Generator App. The concept behind is the same: it is a "wizard" that guides the user step by step to avoid missing or skipping information.

There is a slight difference though, and this is the user who will be using the app. This app is ment to be used by our "surveyors", this are the people or technicians that will be assesing the damage in order to provide a quote and information regarding the job that needs to be done to fix the potholes in a property, such as size, amount of TRs, type of work and tools needed, etc.

Our surveyors have a user in our system which allows them to see all the activities that have been asigned to them. This way can easily see where they have to go and the type of property to visit.

What we will see next is a series of images showing each section with a brief description of this mobile application.

This is the main screen, here the surveyors can see at glance all their activities. They can filter by date the activities they see.

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

For each task, they can directly email or call the customer to contact the customer, call 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]]

Furthermore, they can see more information about the opportunity, use the GPS to navigate to 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]]

The surveyors can also add more repairs if they wanted to, and they can choose to either add a PH damage or an External Damage. This is in case 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, first need to take a "before picture". This is a 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 that will be needed to fix that damage.

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

In the next step the surveyor has to set the spcific 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 wether 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 red the task notes, add notes to the opportunity and to 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, this is a job for one of our partners. In this case the surveyor must hit "External Damage" and the app will show a pop-up window asking confirmation to proceed.

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

Once again, first the surveyor must take a picture of the damage, and then will be allowed to choose the product or required type 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 confirmation to close the proposal.

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

==E-Technician==

This is the mobile application our technicians use for their job. They use this app with two main purposes: to check in, that is to upload their time card, the truck inspection and the inventory. Andthey use it to access to all the jobs assigned to them, in other words to see they dispatches and surveys they have.

Unlike the others apps, this one is not ment to be used by external users but people who actually work for our company.

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

This is the main screen. Our technicians can view here both the Dispatches and Surveys that have been 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 track 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 to see either a dispatch or survey, they can get a preview of the job 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 to complete the daily inspections (check in). Each of these inpections have been explained in the [[Dispatch]] section.

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

Now that the daily inspections have been completed, the system will allow them to continue.

When a technician hit "start" the system will send an e-mail to the customer and to the owner of the opportunity to notify them the repair is in process.

And at the same time it will also start to track time on live, so from headquarters can a feed with updates 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]]

Here they can see all details regarding the job, see the surveyor's notes and have a quick action button to call either the owner or the surveyor.

There are also 3 buttons to:

* Navigate to the pothole
* Take a picture. This is the picture they should take after fixing the damage
* Reschedule the item in the case they could not finish it at that time due to some unexpected reason.

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

After taking the picture the system will open a window to set the amount of of TRs that were actually needed to fix the pothole.

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

And they also have to specify the type of repair they performed.

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

This is 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 an additional repair is very similar to the one described for the proposal maker app but shorter.

Here they only need to hit "add new", take a picture of the damage, set the estimated amount of TRs to be used and set the location of the pothole.

When they have added all the new additional repairs and hit finish the system will notify the account manager so they can talk to get the approval. If everything goes well then the technicians should be able to 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, the will automatically redirect them to this screen to finally add the last notes fot the dispatch.

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

Now that everything is done, they can finally close the dispatch and confirm it is finished.

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

Now they are done, the app will prevent them to log-in to their vehicle before to start driving to the next propoerty.

[[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]]

Mobile applications

2021-01-14T11:58:04Z

Bbaigorri: /* Proposal Maker */

==Lead generator==

This application is connected to external users. That is, users who do not correspond to the CRM but who, based on a special configuration, can use some parts of it to generate information regarding new customers.

The app is fully linked to Google, making it easy to log in and geolocation services.

The users who use this application are known as "hunters", since from a license that is granted to them by the company they can go out in search of new clients. For this they look for new potholes, which they register in the system with the help of the application and for which they then receive a payment for each successful client.

Every time a hunter creates a Lead, they will get a notification to their email, so they can keep track of all records they have created. At the same time, about once a week, we run a report to verify how many leads were created by our hunters and how many of them had been converted. This way hunters can paid for those converted leads.

This whole process is very similar to the RPH creation process of the CRM, the only difference here is that the app has a "wizard" that guides the user step by step to avoid skipping any actions.

What we will see next is a series of images showing each section with a brief description of this mobile application.

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

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

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

Lets see the process to create a new lead. First the app will to conect to the GPS to automatically geolocate the potholes.

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

If the app can get the location by itself then it will require the user to manually set it. In this case the user only need to drag the pin to the actual location.

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

Once the location has been set, then we can proceed to take the pictures. The app allows to take 2 pictures only for the pothole and another leasing picture, that is a picture of the entrance or comercial sign with information of the company 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 only need to check all information and hit "create it"

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

And that's it, the Lead has been created

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

==Proposal Maker==

This app works exactly the same as the Lead Generator App. The concept behind is the same: it is a "wizard" that guides the user step by step to avoid missing or skipping information.

There is a slight difference though, and this is the user who will be using the app. This app is ment to be used by our "surveyors", this are the people or technicians that will be assesing the damage in order to provide a quote and information regarding the job that needs to be done to fix the potholes in a property, such as size, amount of TRs, type of work and tools needed, etc.

Our surveyors have a user in our system which allows them to see all the activities that have been asigned to them. This way can easily see where they have to go and the type of property to visit.

What we will see next is a series of images showing each section with a brief description of this mobile application.

This is the main screen, here the surveyors can see at glance all their activities. They can filter by date the activities they see.

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

For each task, they can directly email or call the customer to contact the customer, call 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]]

Furthermore, they can see more information about the opportunity, use the GPS to navigate to 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]]

The surveyors can also add more repairs if they wanted to, and they can choose to either add a PH damage or an External Damage. This is in case 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, first need to take a "before picture". This is a 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 that will be needed to fix that damage.

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

In the next step the surveyor has to set the spcific 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 wether 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 red the task notes, add notes to the opportunity and to 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, this is a job for one of our partners. In this case the surveyor must hit "External Damage" and the app will show a pop-up window asking confirmation to proceed.

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

Once again, first the surveyor must take a picture of the damage, and then will be allowed to choose the product or required type 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 confirmation to close the proposal.

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

=Quick Access=

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

==E-Technician==

This is the mobile application our technicians use for their job. They use this app with two main purposes: to check in, that is to upload their time card, the truck inspection and the inventory. Andthey use it to access to all the jobs assigned to them, in other words to see they dispatches and surveys they have.

Unlike the others apps, this one is not ment to be used by external users but people who actually work for our company.

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

This is the main screen. Our technicians can view here both the Dispatches and Surveys that have been 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 track 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 to see either a dispatch or survey, they can get a preview of the job 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 to complete the daily inspections (check in). Each of these inpections have been explained in the [[Dispatch]] section.

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

Now that the daily inspections have been completed, the system will allow them to continue.

When a technician hit "start" the system will send an e-mail to the customer and to the owner of the opportunity to notify them the repair is in process.

And at the same time it will also start to track time on live, so from headquarters can a feed with updates 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]]

Here they can see all details regarding the job, see the surveyor's notes and have a quick action button to call either the owner or the surveyor.

There are also 3 buttons to:

* Navigate to the pothole
* Take a picture. This is the picture they should take after fixing the damage
* Reschedule the item in the case they could not finish it at that time due to some unexpected reason.

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

After taking the picture the system will open a window to set the amount of of TRs that were actually needed to fix the pothole.

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

And they also have to specify the type of repair they performed.

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

This is 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 an additional repair is very similar to the one described for the proposal maker app but shorter.

Here they only need to hit "add new", take a picture of the damage, set the estimated amount of TRs to be used and set the location of the pothole.

When they have added all the new additional repairs and hit finish the system will notify the account manager so they can talk to get the approval. If everything goes well then the technicians should be able to 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, the will automatically redirect them to this screen to finally add the last notes fot the dispatch.

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

Now that everything is done, they can finally close the dispatch and confirm it is finished.

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

Now they are done, the app will prevent them to log-in to their vehicle before to start driving to the next propoerty.

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

External Portals

2021-01-14T11:57:15Z

Bbaigorri: /* Info site */

=External portals=

The CRM has 4 satellite applications. These applications have the function of helping the company to better interact with external users or entities who generate information that can be beneficial for us.

The applications are the following:

* Partners portal
* Leadworks
* Payments
* Info site

==Partners portal==

This is the portal we use to process all jobs related to an external proposal, either because we find a job for one of our partners, or because they find a job for us.

There are 2 specific and well defined functions in this portal.

* View External Proposals
* RPH creation

===View External Proposals===

Through this function our partners can access the external proposal we create for them. This way they can see all the information regarding those opportunities we have classified “out of scope” and the customer’s needs to be solved. For instance, this would be the case of a property that needs a paving solution. This way they can see the property location, the problem that the customer has, notes made by our surveyors, etc.

Once the external proposal is created, the system assigns it to a partner according to their location. For this it uses the ZIP Code we have assigned them. There is only one ZIP code per partner, so we should never need to choose between two different partners for the same job.

Nevertheless, the system does not alert the partner about the new proposal. First, the account manager of the opportunity related to it has to review it, and then send the email informing the partner.

After the partner receives our email and confirmation to proceed, they can access this portal to carry on with the proposal. At this point, the interface is very similar to our CRM and so the functions.

Here our partners can consult all external proposals.
It is possible to see the list of the existing External Proposal and apply search filters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

# Status
# Quick Search: filter by predefined range of time
# Search by Opportunity name

[[File:PA.png|1000px|thumb|center]]

By clicking the external proposal ID number, the system takes them to a new screen where they can see all the information regarding that specific proposal. There are 3 tabs here:

'''Main:''' this tab shows basic information about the proposal, like the ID number, name of the account, account manager and status. There is also the contact information of the customer, so our partners can reach them without any efforts. This information can not be edited by the partner.

'''Products:''' this tab has a list with all the products for the job, the quantity of each and the price. The partners can also see the images of the damage, location and surveyor’s notes with more details.

'''Images Gallery:''' access to the loaded pictures for the job.

[[File:PA1.png|1000px|thumb|center|Main Tab]]

[[File:PA2.png|1000px|thumb|center|Products Tab]]

===RPH Creation===

This functionality works in the opposite direction to the previous one. With this function of the portal, our partners can load any job they find for us. It works the same way as the mobile application for our hunters.

When they create an RPH they need to fill a form that is very similar to the one in the CRM.

This new RPH will appear in our RPH Module in the CRM with the “external user” label, specifying the RPH has been created through this portal.

[[File:PA3.png|1000px|thumb|center]]

[[File:PA4.png|1000px|thumb|center]]

==Leadworks==

This is the portal our advertisers exclusively use to create and upload every new Lead they get as a result of their marketing campaigns efforts. So when they need to create a new record, they do it by using this portal.

The Lead creation module in this portal looks and works in the same way as the RPH module of the Partners Portal.

The form they need to fill up is exactly the same as before. The new record will also appear in the CRM with the “external user” label, specifying it has been created through this portal.

Once the Lead is created the system will take the email address as the key record, and will use it to extract and attach to the database all the previous emails and information shared between the advertiser and the potential customer.

This way it will prevent any other user from creating a new record with the same email address. This is to avoid having more than one person trying to contact a Lead at the same time, and having duplicate records

[[File:L1.png|1000px|thumb|center|]]

[[File:L2.png|1000px|thumb|center]]

==Payments==

This is the portal we use to process all online payments.

When our customers want to pay using the link attached to the invoice, they will be redirected to this portal.

[[File:P1.png|500px|thumb|center]]

The portal is connected to Capital One Bank’s System by an API specially developed for it, that allows our server to communicate with them. This way, every time a payment goes through or a customer tries to pay without success, the API will create a record in our CRM. So we can keep track of all credit card payments transactions (you can see these records in the invoice menu, under CC Payments Report).

The portal allows the customers to pay only with Visa or MasterCard, all other providers are not permitted.

Online payments with our portal work just like any other. Just fill up the brackets with the card’s details, generate the payment and download your payment receipt.

If by any mistake someone would want to pay again, the portal will prevent the customer from doing it.

[[File:P2.png|500px|thumb|center]]

==Info site==

Unlike the previous portals, this one does not require interaction from any user other than the client.

Info Site portal works as follows:

Every time an email is sent as part of the Nurture P2 process, said email has 2 external links in its body. These two links have two very opposed objectives.
One is so that the client can unsubscribe from the distribution list to stop receiving our promotional emails.
The other link redirects to a quotation form those clients who are interested in receiving more information or contacting a representative of the company.

The Infor Site Portal takes place in the process when the potential customer decides to complete the form, since the client will be completing the form through this portal.
Then the system updates the record in the database and creates the new lead or opportunity. After that, is sents the corresponding alerts to each user.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Invoices and Payroll

2021-01-14T11:56:40Z

Bbaigorri: /* Comission Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Technician Payroll Process=

Technicians get paid every Friday, and the period goes from Sunday to Saturday.

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind of information needs to be considered in order to correctly process the payrolls.
So everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get the report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click on "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that, you will see the item added to the payroll. And of course, you could add more, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it to the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comission Process=

Except for the technicians, the rest of the staff gets paid monthly. Nevertheless, the Comission Process is very similar to the Technicians Payroll Process.

First we need to access the "Comission Due Summary", which is under the "Payroll" section, in the "Reports" menu.

Then, and again like in every other module, just need to apply filters. It is very important to filter the status by "payment received".

This will show the sites in which each Account Manager has worked during the month.

As you can see, this will show the date, the invoice number, the price and comission, and the owner. These details are the ones we need to check, in order to correctly pay the comissions.

[[File:PR13.png|1000px|thumb|center]]

After checking the information is correct, we only need to proceed to generate a Commission Report, which is exactly the same we do do for the technicians.

To generate this report we need to access the "Commission Due Report". Then again, apply filters to see one by one the Account Managers and generate a report for each of them (make sure to search using the status filter "Commission Paid").

[[File:PR14.png|1000px|thumb|center]]

[[File:PR15.png|1000px|thumb|center]]

From this ponit it is exactly the same to the Technician Payroll Process. You could add items to the salary and erase or edit these items.
Once you have finished, click on "send by email" to send it to the Account Manager email address, just like we did in the previous section.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Dispatch

2021-01-14T11:55:55Z

Bbaigorri: /* Daily Inspection Report */

This module has multiple different functions and sections, but basically we use it to have a global view of all current and future jobs, while tracking its progress.

In order to make it easier to understand, we will explain first how to use the dispatch Dashboard. There are more sections in this module, which we will explain later.

=Dispatch Dashboard=

So this part of the module has the following sections:

* Tech Detail
* Dispatch Online Feed
* Dispatch to Check In
* Dispatches Completed By
* Late Jobs
* Dispatches
* Final Dispatches
* Survey Tasks
* Dispatch Schedule

We use this dashboard and each section on a daily basis, since it is a very intuitive way to keep most of the data we need to follow up on all the jobs.

Before we dive into each one of these sections, there is something to consider about how to use the dashboard.

At the top of the screen you will find a set of filters allowing the user to breakdown the information by time period, the technician doing the job, the owner of the opportunity that triggered the dispatch and the type of job (either dispatch or survey)

Note that these filters apply for the whole dashboard, so all the information you’ll see within the dashboard will have the filter applied, regardless of the section you may be working on.

Furthermore, like most of the modules of the CRM, there is the search bar at the very top of the screen. Keep in mind, this is not a universal search bar, it works to make a local search only.

[[File:D1.png|1000px|thumb|center]]

Having said that, let’s see each section.

==Tech Detail==

This part of the dashboard shows us how many jobs are scheduled and how many surveys are also scheduled.

The green boxes show how many TR (Thermal Repairs), hours and jobs have been scheduled for each technician on that week (remember you can change the period of time by applying a different filter). And the yellow boxes show how many surveys each surveyor is scheduled to do on that same week.

[[File:D2.png|1000px|thumb|center]]

==Dispatch Online Feed==

If there were any technicians doing jobs live, these would appear in this section, the Dispatch Online Feed.

For each job you have a sort of fuel tank gauge, showing the progress of the job. Here the user can see at a glance what job is being done, the opportunity linked to it, who is the technician leading the team, the time they arrived and what time they were supposed to start. So this way the system will put a status on it, either delayed or on time.

This way the account managers can keep track of the crews and reach out to them if they were running late for the jobs and see what is happening.

[[File:D3.png|1000px|thumb|center]]

==Dispatches to Check In==

This shows up here once an account manager sells a job, and puts the appropriate paperwork in.

[[File:D4.png|750px|thumb|center]]

When a dispatch comes in, it needs to be verified. To do it, you just need to click on the dispatch to check in and print up the documents like the approval and the proposal.

[[File:D5.png|750px|thumb|center]]

[[File:D6.png|750px|thumb|center]]

Then you will need to match up the price on the paperwork, with the price on the actual dispatch. You can easily do this by clicking on the dispatch number and looking at the final price under the “Products” tab.

[[File:D7.png|750px|thumb|center]]

After the verification has been done, the last thing to do is to mark the dispatch as “checked-in”. Once it is checked-in, and it will show up at the Dispatch section waiting to be scheduled.

==Late Jobs==

This section is to keep track of our surveyors.

Ideally you want to see this section with nothing in it.

So it is important to allow just enough time to each survey, that is why it is important to consider the property type and the visit type. For instance, usually a walk with client might take longer than a General Dispatch inspection on a smaller property.
Another important thing to have in mind when allowing the time for a survey, is the traffic and the commute distance for the surveyor.

The idea of this section is to monitor the surveyors during the day and stay on top of them in case they need something from us or if they are running behind schedule.

[[File:D8.png|750px|thumb|center]]

Late jobs also appear in the calendar with an exclamation sign next to them

[[File:D18.png|750px|thumb|center]]

==Dispatches==

As we explained in Dispatches to Check In, once they have been checked in, they will show up here in this section.

We have 3 different kind of dispatches that will come through:

''Normal dispatch:'' normal means we can go to the property within a 2 week timeframe, so we can schedule it to fit our own needs. Once the dispatch is on the calendar, the client is going to get an email when the team arrives and is going to get a picture when the job is done. This type of dispatch shows up in blue color.

''Fixed date dispatch:'' in this kind of dispatch the client needs a specific day, date and time for the job to be done, this date has to be before the deadline of course. With these kinds of dispatches, we must keep good communication with our client all the time. Please, note these jobs will typically be scheduled beyond the 2 weeks so we can continue to fit in the normal jobs and build a schedule around it. This type of dispatch shows up in green color.

''Urgent dispatch:'' this kind of job needs to be done within a 3 day timeframe. The customer pays a higher rate in order to get it fixed as soon as possible. This kind of dispatch aims to help eliminate trip and fall situations, for instance when there is a grocery store with a pothole in front of their door. This type of dispatch shows up in yellow color.

===How to schedule a dispatch===

You can schedule a dispatch by either the “drag and drop” method or by clicking the golden star on the top right corner of the dispatch.

With the first one you just need to click on the dispatch and slide it to either the calendar or the map. This way a pop-up window will open up for you to select the start and end time for the job. Keep in mind the amount of TRs for the job to allow enough time. We typically will allow 20 minutes per TR, for example: a 3 TR job would be allotted 1 hour for completion.

The window also has different notes made by the surveyors, these could be about the potholes, the distance to the property from the headquarters, or any particular notes added by the account manager in order to satisfy our customer needs.

[[File:D10.png|500px|thumb|center]]

[[File:D11.png|500px|thumb|center]]

[[File:D12.png|500px|thumb|center]]

After that, we need to assign the dispatch to a team. To do this, just click on the dropdown arrow next to the button of the truck. Now, here you could either choose a team that already has been assigned to another job, or you could set a new team. To set up a new one, first choose the team color, let’s say gray like in the example of the picture, and then choose a team leader. Once you have selected the team leader, a new window will open up, this time you need to select the crew that is going to join the leader in the truck and click on the right arrow at the top to bring them over to the new crew.

[[File:D13.png|500px|thumb|center]]

[[File:D14.png|500px|thumb|center]]

Of course, you could add more people to do the same job. This could be the situation of a very big job that needs to be done within a day. Let's see the example on the picture below. This is a job for the Maryland University, which had 10 potholes and a total of 38 TRs. Normally this is something that one team could do in 2 days, but due to special instructions from the customer the job needed to be done on a Sunday. So technically what we did here was to have 2 teams assigns to a job.

[[File:D27.png|500px|thumb|center]]

The other option to schedule a dispatch is by clicking on the golden star at the top right corner of the dispatches.

This is a very interesting option, when you push that golden star the system is going to open a window showing you a list with the nearest places, so that way you can schedule the dispatch within that time frame. It also gives you the distance and travel time from the headquarters by using the google map API.

The only thing to consider when using this feature is to double check first whether you can fit that dispatch there, so a good thing to do is to look at the calendar to make sure there is enough time to schedule it.

[[File:D15.png|500px|thumb|center]]

===How do you know you are not assigning the same person to two different teams?===

Lucky for us the system also validates this doesn’t happen. When you first assign a color to a team the system will block the people on that team from being selected again.
At the same time, this is pretty easy to avoid by just quickly looking at the calendar. Every schedule job is on that calendar, so you can visually see if either a team or time is already engaged.

===Map-view feature===

We also have the map feature which allows you to actually locate potholes in the property. Again, here you can drag the pin to where the pothole is exactly located. This feature is very useful since you can make sure there are no repairs in parking spaces, otherwise you might want to add a note and let the team know.
And of course you can zoom in or zoom out the map view, pull up a full screen or use the street view option.

Furthermore, next this map-view button you can find some more little features. These will let you access the pictures of the damage, the job specifications, etcetera. To see all of them you only need to move the cursor over these buttons and read the hint for each one.

[[File:D16.png|500px|thumb|center]]

[[File:D17.png|500px|thumb|center]]

==Final Dispatches==

This section is to keep track of temporary repairs performed under the cold weather program.

So a temporary repair will show up first as a normal dispatch, it will be scheduled like any other job and when the technician finishes the work the system will move it to the final dispatch section. This creates a reminder to do a final dispatch, which will also appear in the calendar view, of course.

Once the final thermal repair is done, the dispatch will be closed.

==Survey Tasks==

These are the surveys that need to be scheduled so our surveyors can visit the properties to do their job.

Because we get quite frequently a large amount of tasks, we don’t use the list view to schedule them, though you could do it since it works exactly the same as the drag and drop method explained before, just like we did on dispatches.

Anyhow, we prefer to use the map view since it condenses all the tasks in just one place.
This way you can see the big picture, which allows you to create more efficients runs for our surveyors, when they are out visiting our customers. For instance you could schedule the tasks in a way that the surveyor drives in a sort of circuit that aims to visit the most amount of properties driving the least possible miles.

[[File:D20.png|750px|thumb|center]]

As you may notice, there are different shapes and colors for the pins on the map. The purpose is to make it even more intuitive for the user, so that way you wouldn’t need to click on the task to see what it is, but just look at it.

Key reference:

* Red GD*/PARC- indicates this survey still needs to be scheduled.
* Black GD/PARC- indicates this survey is scheduled.
* Pink GD/PARC- indicates this survey is scheduled but it is late.
* Violet GD/PARC- indicates this survey is not scheduled and is about to be late.
* Blue GD/PARC- indicates this survey is high priority.
* Green GD/PARC- indicates this survey is completed.
(*)General Dispatch

The process to schedule a survey is very similar to scheduling a task. The only difference is, since we are working on the map, first you need to click on the survey icon to be scheduled. This will pop up a window with the survey information, and to schedule it you need to hit on the calendar icon at the top right corner.

[[File:D21.png|750px|thumb|center]]

Once you have done that, just follow the same steps as before when scheduling a task.

Keep in mind the person scheduling the survey can also add notes in the notes section, for example: "survey set up for 9-11 am, please call upon arrival". And another helpful feature is the “view users” option. When you are assigning the survey, by default the system will show technicians only unless you click on “view all users”. This option will show every user within the system.

[[File:D22.png|750px|thumb|center]]

Last but not least, another very useful feature is the filters. At the top of the map you will find a set of check-boxes with filters, these will allow you to quickly filter the jobs and surveys you see on the map.

This comes out very handy when starting the day for instance, and you just want to see only those surveys which need to be scheduled.

[[File:D23.png|750px|thumb|center]]

=View all dispatches=

In this screen you can see the same information shown in the Dispatch Dashboard (and you will find it very similar to previous modules in the way to surf through the information).

The difference here, as you can see, is that all is in standard tables and list views. There are 4 primary tabs:

* To be scheduled
* Scheduled
* CWP Final Jobs
* Completed by tech

You can do most of the things in here that you can do in the dashboard, but here you won’t have the map view, the calendar and many other features, which hinders the usability to work.

Also know that this does not include anything about surveys. The surveys tab is located under the menu “Dispatch Tasks”.

These two menus (View all dispatches and Dispatch tasks) still have a lot of value, but they are used under very specific situations by the management when analyzing overall data.

[[File:D25.png|1000px|thumb|center]]

=Techs days off=

This section of the module allows the user to schedule the days off for our technicians.

It is very easy and intuitive to do.

Just need to select the Technician, then select the date the person will be off and finally add a note explaining the reason that person is taking the day.

Once done, the system is going to populate it over the calendar, so when someone is scheduling a job it will prevent them from assigning that technician.

[[File:D24.png|1000px|thumb|center]]

=Daily Inspection Report=

This is where we keep the log of our technician’s check-in.

Before they do their job, they have to upload 3 files over the mobile app. These files are:

* The Timecard
* The Inventory
* The Inspection Card.

This is the way they check-in and let us know they are ready to start.

So they have to upload a picture of themselves, which is going to show up the date and time and this will work for the check-in. This is The Timecard.

The inspection card is a safety inspection, Do the tires have air? Are the lights working? Etc.

And the inventory is a material inspection, Do they have enough asphalt? Do they have shovels? Etc.

[[File:D26.png|1000px|thumb|center]]

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Opportunity

2021-01-14T11:55:28Z

Bbaigorri: /* Closed opportunities */

=An Introduction=

Let us remember that opportunities are generated once the Lead has been created and accepted to get a proposal from Porthole Repair. And it is required to have at least one opened RPH created, for the lead or account before proceeding with the Opportunity creation.

As all sales professionals understand, a small number of prospects and clients will be motivated enough to follow up with the company and sign the contract in a timely fashion. It is our job to make life easier for our clients, so we do not just send quotes to file and forget about them. Potholes do not fix themselves; they just grow larger and become more expensive to repair. Our clients are very busy and manage multiple projects at many properties, so we stay on top of our opportunities and help them avoid bigger problems.

This module has the tools to provide consistent and professional follow up as necessary to produce consistent sales revenue.

=A definition=

An opportunity is a specifically defined number and scope of repairs that the client can either authorized or not.

There is no significant difference between a quote and an opportunity.

Opportunities are always nested under either a Lead or an Account. It is possible to have more than one opportunity under Lead if none of the opportunities ever result in a sale. Otherwise as soon there is a sale, the Lead is converted to an Account.

Further no Lead or Account can have 2 opportunities opened at the same time, because what an opportunity is by definition is a recommendations for one or more repairs.

=How is it generated?=

There are a number of ways an opportunity can be generated.

Let’s start with the less frequent option, which is via an automated PARC process. Remember a PARC agreement is doing 3 inspections a year, and in order to do an inspection we need to have an opportunity. These opportunities are automatically created within the system once a customer signs a PARC Agreement.

Another way that an opportunity can be created (this option kind of crosses a couple of lines) is when eventually a quote may be approved. And if it is approved, all of these repairs will be under warranty. Once the work is done and the job invoiced, maybe we did a great job but one or two repairs failed and either we discover it or the client calls. What we do in this situation is a remedial repair, which by definition is warranty repair.
In order to have a warranty repair you first have to have a repair that the client bought and paid for. So we need to go back to the original opportunity and create a new remedial repair and re-open the opportunity excluding those portholes that don’t need any fixing.

A more normal path for creating an opportunity is as a result of the marketing campaign efforts, in other words when the sales process is successful, and the client accepts our proposal.

At this stage an RPH must be created, if it hasn’t been already created. This is a requirement of the system, no opportunity can be created unless there was an open RPH linked to the Lead or Account that opportunity is going to be created for.

=Opportunity types=

What we explained before are the ways or circumstances in which most opportunities can be created. Now we’ll see the types of opportunities we can create and the purpose of this classification.

'''New Business Opportunity:''' only applies for those situations when it is the first time we have ever done any job on the site (the contact or the account could be a client that has already worked with us, but it is the first time working on the site.

'''Repeat Business Opportunity:''' on the contrary, we consider a repeat business when we have done some work before at a specific address.

'''Remedial Repair Opportunity:''' a warranty repair. When a job fails we provide a remedial repair to fix it.

'''Demo Repair Opportunity:''' this is a very unique type of opportunity. One of the tools we use when we find a new management company and we want to make business with them, we will arrange to have a meeting with their executives at a specific time and time to do a repair for free. The only restraint to them is to attend and watch. It is very for us to make sure the customer goes through to whole customer journey, so we will generate the initial proposal at a zero dollar cost, the scheduling process and emails through the dispatch office, when the technicians arrive and open the app a notification is sent, and when the job is completed the documentation and the invoice are sent. It follows the whole process so the customer get to “feel” the full experience of doing business with us, except for the fact that this time only they will be getting it for free.

'''Flexible Opportunity:''' sometimes for various reasons a customer will hire us but neither they or us know specifically what potholes are on their lot, how many or how big these are. So in this case they will sign an NTE (Not To Exceed) authorization. This means that our company is allowed to fix their potholes up to a certain limit of money which is fixed by the customer. So when technicians arrive at the site they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' this type of opportunities applies for all jobs done under the Cold Weather Programme. Working with hot asphalt in cold weather can be very challenging.
The way CWP works is: once it is below 41ºF we know we don’t do well at repairs, we can do them but they take really long time and they fail a lot. So we have a system control called “winter mode” that allows us to come back during the spring to finish the work and do a permanent installation.

=Opportunity Menu=

==View all opportunities==

Very similar to other modules, here is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:

*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time
*Search by Opportunity name

[[File:653.png|1000px|centre|thumb]]

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:

*From date (creation)
*To date (creation)
*Stage

[[File:654.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Management Company: is the Parent account of the shown account.
*Company
*Opportunity
*Contact: is the main contact of the account.
*Phone
*Mobile
*Quotes: indicates whether there are quotes for the account. If yes, a green check mark will be shown.
*TR’s: amount of thermal repairs
*Amount
*Stage
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

* Log a new call
* Create a new event
* Create a new tasks
* Send a new email.
* Add new note

==View external proposals==

Here is possible to see the list of the existing External Proposals in the database.

The only available filters are:
*From date (creation)
*To date (creation)
*Status

Yet, there is a search bar that can be used to refine the search by looking among the shown results.

[[File:673.png|1000px|thumb|center]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search bar” (magnifying glass) and it will refine the results if there are matches with any field.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:

* Proposal ID: ID number
*Company: the customer Pothole Repair is working for
*Contact
*Phone
*Mobile
*Location
*County
*ZIP code
*Partner: partner company working with Pothole Repair
*Status
*Amount
*Last activity
*Created: date of opportunity creation
*Owner: owner of the account. Who protects the account at the moment.

=How to create an opportunity=

There are several ways to create an Opportunity, nevertheless most often we use two ways.

The first one, from the Lead or Account page, by clicking on the button “Create Opportunity”

[[File:650.png|300px|thumb|left]]

This triggers a validation within the system to check there is an opened RPH for the Lead/ Account.
If there is not an RPH created for the Lead/ Account, then the system will ask the user to proceed to open a new one. In which case the user needs to fill the [[RPH#Manual_RPH_creation_.28through_CRM.29|RPH creation form]], explained in previous sections of this wiki.
If the RPH already exists, then the user will be redirected to the Opportunity creation form.

The other one is from the Reported PH’s tab in the Account/ Lead module, by clicking on the money symbol. This can be done when the RPH has been previously created, otherwise there would not be any available records valid for creation.

[[File:652.png|1000px|thumb|center]]

Note that when creating an opportunity, the system performs two validation processes regardless of the way of creation.

First the system validates there is an RPH whose status is open, this generates a double relationship between the RPH that exists and the opportunity to be created.

On the other hand, the system also verifies that the user who is creating this new opportunity is also the owner of said account. If not, then the system will give the user the option to create with or without splitting the opportunity.

=Information contained within the opportunity=

The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:

* Opportunity info
* Quotes
* Images
* Documents
* Related RPH
* Events and activities
* External proposal
* History
* Quote history
* Work history

==Opportunity info==

This tab contains general information about the opportunity and the account linked to it. This information is sorted within the following subsections

'''Opportunity information:''' This is the same information shown in the Opportunity Menu section for “View all opportunities”, such as proposal number, stage, owner, account, etc. And all this information is auto-populated from the other modules.
When the opportunity is generated the information (or at least most of it) is auto-populated from the Lead or Account linked to the opportunity.

The system sets by default a name for the opportunity, which is formed by the name of the account and the date of creation for the opportunity.
It also sets the stage Proposal/ Price Quote and a probability of 35%, which is assigned by default as well.

'''PARC agreement for the account:''' users can edit the information in here by selecting the type of PARC (Standart, PARC 1, PARC 2 and Final)

'''Contact:''' The information for this part is auto-populated, nevertheless users have the option to edit the main contact and choose a new one. In order to do it they need to tick the checkbox and then select the desire contact

'''Address:''' this information can’t be edited from this module and is also auto-populated

'''Billing address:''' once again, this information can’t be edited from this module and is auto-populated.

'''Opportunity description:''' free text box to add any information about the opportunity

'''Lock opportunity:''' check-box to lock the opportunity

[[File:655.1.png|1000px|thumb|center]]

[[File:6.png|1000px|thumb|center]]

[[File:656.png|1000px|thumb|center]]

==Quotes==

This section shows all the information regarding the work that needs to be done and its price.

Users can access information like the amount of potholes to fix, the estimated units of thermal repairs for each PH, price, pictures and notes and PH location.

[[File:657.png|1000px|thumb|center]]

===Information in this tab===

* Pothole number
* Product type: whether it is a thermal repair or a remedial repair, for example.
* Units: estimated quantity of the product type needed
* Unit price:
* Subtotal
* Adj total
* Lock price: this option locks the quoted price
* Options: these actions allow the user to delete the item, upload pictures and add notes. When the camera icon is shown in red this means that no pictures have been uploaded for that PH. Once the pictures have been uploaded it will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means coordinates have not been validated by the user. Once done, the red mark will turn green.
* Excluded: excludes the item from the quote
* Extra info: extra information about the pothole
* Special instructions: free text field. Special Instructions for dispatch based on site survey - enter notes here

At the end of the list the system also provides the user with a quote summary.

[[File:658.png|1000px|thumb|center]]

===Available actions in this tab===

User can edit the information presented in this tab and perform the following actions:

* Add Pothole
* Quotes bulk load: allows the user to quickly add a big amount of potholes
* Reset grid: erases all items
* Re-assign images
* Add [[Accounts#PARC_Agreement|PARC]] item
* Reorder items: sorts potholes by number
* Reorder items: resets pothole number
* View price comparison chart: pops up a graph with price information. See picture below.

[[File:661.png|1000px|thumb|center]]

This set of actions can be found on the bottom left corner, right under the last quoted pothole users can select the option for avoiding PH warranty. This can be done by ticking the checkbox at the top right corner of the tab.

[[File:662.png|1000px|thumb|center]]

==Images==

This section contains all uploaded pictures and the users can see them by clicking on the files.

Furthermore they can also get an image map, get coordinates from origin and upload more images and choose between a cover or a map image.
Cover images are the pictures of the brand or mark of the place and map images are the images showing the map location of the pothole.

[[File:663.png|1000px|centre|thumb]]

==Documents==

In this tab users can access all general documents and upload or edit their own documents specially created or each opportunity.

[[File:664.png|1000px|thumb|center]]

Once a proposal has been generated users only need to download the document and upload it in this section. This way the file will be visible to anyone who accesses the opportunity.

The owner of the file can also choose between deleting or disabling their files and all general files will be also accessible from this tap and available to be sent from this tab by selecting any file and clicking the option “send by email” located at the bottom right corner.

[[File:665.png|1000px|thumb|center]]

==Related RPH==

This tab has information about the related RPH, which is the root or reason why the opportunity exists.

This tab gives the user access to basic info like ID, who are the people working on it, images of the PH, etc.

[[File:666.png|1000px|thumb|center]]

==Events and activities==

This tab shows the Notes, Call, Emails or Tasks exchange with the customer. The main purpose is to keep the communication flowing with the customer by logging all the activities.

The information here is sorted in sections according to the communication channel or activity and whether it is open or closed.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

[[File:667.png|1000px|thumb|center]]
[[File:668.png|1000px|thumb|center]]
[[File:669.png|1000px|thumb|center]]

==External proposal==

External proposals that may be related to the opportunity will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed.

For further information visit the External Proposals page.

[[File:670.png|1000px|thumb|center]]

==History==

Keeps a record of all the activities done for the opportunity. Any modification or information added/attached is logged in the system and shown in chronological order in this tab.

[[File:671.png|1000px|thumb|center]]

'''The user can see this in a list with the following columns:'''

* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Quote history==

Keeps a record of all changes done for the quotes. Modification are logged in the system and shown in chronological order in this tab.

[[File:672.png|1000px|thumb|center]]

The user can see this in a list with the following columns:

* Modified Date: date and time of the log
* Description
* Amount
* Adjusted amount
* Owner: owner of the account
* Modified by: user that performed the activity that triggered the log

==Work history==

Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created and invoice created, among others.

[[File:4.11.jpg|1000px|thumb|center]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

By the combination of fields and the status of the completion of each field it is easy to know and understand the actual status of the work in progress.

A regular user can only visualize the 3 first fields, because they usually don't have enough permissions to access dispatch and invoices information. Needless to say any user with admin permissions will be able to see all the information.

=Actions available from the Opportunity page=

==Common actions==

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]
*Add RPH

==Specific actions - Opportunity Module only==

===Generate proposal===

Once the user has finished creating the opportunity then the proposal is ready to be sent.
This can be done by clicking in “generate proposal” ADD IMAGE 674, which opens up a preview of the PDF file that will be sent to the customer providing all the necessary information.

At this stage the user has a set of check-boxes to choose preset templates with the information to be sent in the proposal. The options are:

* Exclude PARC infor
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is short version of the proposal with minimal information

After selecting the right template the user has the option to either print or save the proposal

====Information within the proposal====

The file with the proposal contains the following sections

* Proposal ID information
* About Pothole Repair
* Executive Summary Report
* Site Plan Detailing Location of Repairs
* Photo Gallery Documenting Repairs
* Carbon Calculator Analysis
* Proposal Detail
* Terms & Conditions
* Statement of Work
* COI Request Form

'''Proposal ID information:''' this section is very brief and has information to identify the opportunity, the contact information and the owner information.

[[File:676.png|500px|thumb|center]]

'''About Pothole Repair:''' information about the company, its certification and the repair process

[[File:677.png|500px|thumb|center]]

'''Site Plan Detailing Location of Repairs:''' this section contains information about the amount of thermal repairs planned to be used in each pothole. It also has the images and location of the PH.

[[File:678.png|500px|thumb|center]]

'''Carbon Calculator Analysis:''' this section has a calculator showing the amount of energy and CO2 savings due to the use of this method.

[[File:679.png|500px|thumb|center]]

'''Proposal Detail:''' a list with the TRs and the price of each PH.

[[File:680.png|500px|thumb|center]]

'''COI Request Form:''' certificate of insurance request form.

===Add special discount===

This is an administrative privilege which means that in order a sales representative get a special discount for a customer, they first need to create a business case and justify why they want to apply a discount. It must have a legitimate reason to apply it.

Most of the time this tool is used to make it easier for the customer to pay by rounding down the final price when it has funny numbers. For example: instead of charging $1005,32 to a customer we could apply a discount to make it just $1000.

[[File:681.png|500px|thumb|center]]

=Reports=

The reason for this section is to give the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, there are 3 reports that come really handy to quickly understand how well we are performing in our job. These reports are: Sales Report, Dispatch Report and Quote reports

The '''Quote Report''' shows us the efficiency of our work. Every time a user creates an opportunity they are creating a quote. From a sales perspective we know for sure that we win zero percent of the jobs we don’t quote, no one ever signs a contract that doesn’t exist. Equally certain, we know nobody sells 100 percent of what they quote, but we know that on average we’ll sell about 35% of what we have quoted. This report shows that kind of information, in other words the conversion rate.

Another report is the '''Dispatch Report''', which looks at all the opportunities that were created in a given period of time. This report is very straightforward to understand, here you can see in a list view all dispatches delivered. You can also sort the information with different filters.

And finally, the '''Sales Reports'''. This report looks at all the opportunities that were approved, in other word all the actual sales. This report is very simple to use too, again you can see in a list view all sales and sort the information with different filters.

=Closed opportunities=

So before finishing with this module, there is one more question we would like to answer, and this is when should we closed and opportunity or why should we closed it.

This is a little bit more complex than just won or lost. It is not like a coin flip with a binary outcome. Yes, it is true that at the end of the day we could say you either won a sale or lost it , but sometimes the situation is not that straightforward.

Other than won, and opportunity could be close because:

* Sometimes it becomes a sale, but then is cancelled.
* Sometimes we go out to do the survey and find the work requires a paving company, so it closed because it is out of scope.
* Sometimes it is closed because there is no damage, typically this is with PARC agreements in their second or third visit.
* Sometimes it could be closed because the opportunity expired, usually this happens after 60 days without having an answer from the customer.

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Contacts

2021-01-14T11:55:00Z

Bbaigorri: /* Contact Protection */

=What is a contact?=

Let’s go back to one of the first concepts we touched in this manual.

When we started we explained that the company has a 3 dimensional dataset. And how important this concept is, since it is spread all over the system and is the capstone for most processes in it.

We also explain the 3 tips of this triangle: the specific site, the human and the property management.

When we talk about Contacts we are talking about the human tip of this triangle, so the contact records all things related to the human.

Within the overall system contacts is a huge module, this entire arena is nothing but human beings that manage specific sites and work for specific companies. And those 2 are not often the same, the company they work for is not typically the same company that manages the property.

=How to create a Contact=

As you may have realized, there are many ways in which most of the process can be done within the system. Well creating a new contact is not an exception, but for now and to keep it simple let's just say there are two ways to create a new contact.

So, every time an Opportunity is generated from a Lead, and this is closed as won, the system will automatically convert that Lead into an account. Therefore the contact will be created (if it does not already exist) and recorded in the database. From this moment then, the contact will be available to be selected again in the future as the contact of a new RPH, Lead or Opportunity.

As in the other modules, there are two ways in which a contact can be created. Manually, performed by the users on the CRM by using the “New Contact” form ; and the automated one, triggered by the system after the Lead conversion;

*'''Automated''': Once an opportunity is created for a Lead and closed as won, the system automatically converts the Lead into an Account and saves the Contact in the database.

*'''Manual''': this option is available for those cases in which a Contact needs to manually be created by a user, accessible through the bar menu.

''Note: when creating a new contact from the Account Module, the system will auto populate all the information related to that specific account and which have been previously recorded.''

=New Contact Form=

Contact information can be found in tabs that contain different types of information, and which is unique for such Contact.

These Tabs are:

*Contact
*Events & Activities
*Emails
*Calls
*Notes
*Related Accounts
*Linked Leads
*Related Opps
*History

[[File:605.jpg|1000px|center|thumb]]

==Contact==
This tab contains basic information about the Contact. It is separated in subsections for a better sorting of the information. Note that this information is the same that needs to be filled in the “New Contact Form” when creating a new Contact.

===Principal Contact Information===

[[File:606.jpg|1000px|center|thumb]]

*Owner
*Contact Not Longer
*Company/Site
*Full Name
*Direct Phone
*Contact Mobile
*Name Help
*Fax Number
*Title
*Other Phone
*Email
*Lead Source
*Secondary Email
*Link LinkedIn
*Where Obtained
*Email Output

===Contact Description===

Description: free text box for contact description

[[File:607.jpg|500px|left|frameless]]

===Address Information===

[[File:608.jpg|850px|right|thumb]]

*State
*City
*Street
*Suite
*Apartment
*Bill BOX
*Electronic Bill Mail
*Special Billing Instructions

==Events & Activities==

This tab shows the Tasks or events created related to the Contact.

For further information please visit the [[Action_Tabs#Add_event|Events]] and [[Action_Tabs#Add_task|Task]] page.

[[File:609.jpg|1000px|center|thumb]]

==Emails==
This tab contains a record with all mails exchanged with the contact.
Emails will appear sorted within these columns:

*Subject
*From
*To
*Created (date)

There is also a search bar on the top left corner allowing the user to refine the search.

[[File:630.png|1000px|center|thumb]]

==Calls==
Like the section above, this tab contains a record with all calls exchanged with the contact.

Calls will appear sorted within these columns:

*Subject
*Contact
*Call type
*Owner
*Created (date)

There is also a search bar on the top left corner allowing the user to refine the search

[[File:631.png|1000px|center|thumb]]

==Notes==
Like the section above, this tab contains a record with all notes made to the contact.

Notes will appear sorted within this columns:

*Title
*Created (date)
*Owner

There is also a search bar on the top left corner allowing the user to refine the search

[[File:632.png|1000px|center|thumb]]

==Related Accounts==
This tab shows all accounts to which the contact is related or referenced.

Note that when an account is shown with a house icon, it means that such account is a parent account.

Records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar too on the top left corner, allowing the user to refine the search

[[File:633.png|1000px|center|thumb]]

Additionally, the system allows the user to add more related accounts from the “Relate Account” button.
This action opens a window with two sections. One allowing the user to search for the account wanting to relate; and another one showing the accounts already related to it. Again, the search bar is also available to refine the search.

[[File:633.1.png|1000px|center|thumb]]

==Linked Leads==
This tab allows the user to access all Leads related to a contact.

Like in previous tabs, records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar as well on the top left corner, allowing the user to refine the search

[[File:635.png|1000px|center|thumb]]

==Related Opportunities==
Very similar to the Accounts Module, in this tab the user can see and access all the opportunities related to the Contact. A Contact can have one, two or more active opportunities at the same time, unlike a Lead that can only have one active opportunity at a time.

The fields available on this tab are:

*Opportunity name: hyperlink to open the opportunity. Will always be the sequence of the account name and the date when it was created
*Contact: Main contact of the account that holds the opportunity
*Requested date
*Valid until: due date of the opportunity
*Closing Date
*Quotes: informs the status of the Quote
*TRs: amount of items included it the opportunity
*Amount: cost/ price
*Stage
*Owner
*Created
*Last activity

[[File:636.png|1000px|center|thumb]]

==History==
Keeps a record of all the activities done on an Account. Any modification or information added/attached is logged in the system and shown in chronological order on this tab.

[[File:634.png|1000px|center|thumb]]

The user can see this in a list with the following columns:

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Contact
*Modified by: user that performed the activity

=Contact Menu=

Now that we know some basic concepts let's see what else we can find in the Contacts Module's Menu.

==New Contact==
This option takes the user to the “New Contact” form. We have already seen this menu under the title [[Contacts#How_to_create_a_Contact|"How to create a contact"]]. That one is the form you need to complete in order to create a new contact.

==View all contacts==

This menu will give you access to all contacts records in the system.

[[File:602.jpg|1000px|center|thumb]]

The system allows to list all the existing contacts in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

Filters available are:
*Owner: filter by the owner of the Account
*Quick Search: filter by predefined range of time

It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:
*From date (creation)
*To date (creation)

[[File:604.jpg|1000px|center|thumb]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); the system will refine the results if there are matches with any field of the shown results.

On the above bar at the top right, there is a button available that work as shortcut:
“+Contact”: quick Contact creation form access

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

Information shown in this columns:
*Contact: Contact name
*Company: Account to which the contact is related
*Title: Title assigned to the contact
*Main phone
*Mobile
*Email: Email of the contact. By double clicking on the email user can execute the “send email” feature.
*Prot: indicates if the contact is protected or not.
*Last Activity
*Created
*Owner

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Merge Accounts==
This module will allow you to merge and/or delete any contacts.

When merging a contact, all the related info will be moved to the selected destiny contact and the merged one will be deleted.
To delete a contact the same process needs to be followed, but in this case there is no need of selecting a destiny.

The form to merge accounts is divided in 8 sections:

*Contact Info
*Account Info
*Opportunity Info
*Events
*Tasks Info
*Notes Info
*Emails Info
*Calls Info

[[File:603.png|1000px|center|thumb]]

The reason for these sections is to make it easier to select and edit the information the user wants to merge. Nevertheless, these sections don’t need to be all used and can be either hidden or shown. Only the first section contains mandatory fields, which for this case it means it is the minimum information that will be transferred (merged) to the destiny contact.

[[File:601.png|1000px|center|thumb]]

'''Steps to merge:'''

#Select Contact
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Contact
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

=Actions available from the Contact page=

Last but not least, we have seen that there is a specific set of actions that is common to all modules, and which we have already explained before. These "common actions":

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

=Bonus sections=

==Leads and Contacts==

There are some nuances regarding the linking information between the modules of Contacts and Leads, that we would like to disuss:

Since Leads are lite records,if a user was to create a new Lead they can only put one person in that record. But if the lead has a parent account, in many cases we might already have the contact record in that parent account. We have the ability to either add a new contact when we create a Lead or we can choose an existing contact and assign it to that Lead by clicking this button[[File:1.png|50px|inline]], when working on the Lead Module.

At the same time, the user could also delete the contact assigned to that Lead too.

On the other hand, if you wanted to make any changes, that is to edit the Lead record with respect to the human, you need to do this from the contact record because it is not part of the lead but part of the human. It is a different record data set.

Another important aspect to consider is that, in many cases a contact can be related to both Leads and Accounts. In other words, the same person can be the contact for a Lead and an Account. For instance, in a company like Kimco, this happens quite often.

On the same line, one of the unique things about humans is that sometimes they “move to greener pastures”. Sometimes one person will stop working for, let’s say company A, and start working for company B. They still do the same job and they still are managing sites, but doing it for different companies. So all the sites they use to manage are no longer related to them and their employers are no longer related to them.

Under this situation, we need to change the relationship between the human and the sites.
When a contact leaves a company, we can break that relationship by ticking the check-box of this button in the Contact Module

[[File:2.png|300px|left]]

This action automatically removes all accounts relationships with the contact, while keeping all previous records. We want to keep that past information so we can understand its evolution and move forward correctly.

Now, you might be wondering...What happens to all those properties now that the contact is gone? And how do we assign those properties to a new human?

Well what we have to do, now that the contact is gone, is very simple. We need to relate a new contact to those properties, let’s see the steps to do it.

Let’s pretend Debbie Keating is gone and no longer works for Kimco Realty Corp. Let’s also assume we have unrelated her contact from Kimco as well.

So first we need to access the account that is linked to that contact, for this case this would be Kimco and then go to the contact tab.

Here we have two options:

#We can create a new contact when there are no records for the new person taking over all Debbie’s properties, or
#We could relate an existing contact to the account, in which case the process would be easier.

[[File:3.png|1000px|thumb|center]]

Now that we have related/ created the contact, the following step is to assign the properties to it.

To do it only need to proceed to the Child Accounts tab, click on Edit Mode, sort all the sites in order to see first those without a contact assigned and then click on Change Main Contact. This action will show a dropdown menu allowing to select the desired contact.

[[File:Assign new contact.png|1000px|thumb|center]]

All contacts are special in this sense. Accounts are their own records and relate to humans, parents and children. Leads are their own records too, and they also can relate to humans, parents and children. But Contacts can not really exist and add some value in isolation...Why would we keep a contact standing free?

'''Remember the structure of the system and the three tips of the triangle'''

==Contact Protection==

Even tough we have previously explained this topic, it is very important to bring it once again due to he impact across the modules of the protection feature.

Having said that, the critical thing to remember about protection is that '''what is protected is not the site, is the human'''.

Let’s put it with an example:

A company like Kimco has hundreds of employees and thousands of properties they manage. In no way, shape or form we are going to say “Oh, we already have one account manager working with Kimco, so nobody else should touch Kimco”, that would be tremendously stupid, since it would pretty much impossible for one account manager to cover all Kimco’s properties while developing a relationship with all their employees.

The way protection works when you look at a company like Kimco and its child accounts, the sites that are protected are protected because the human is protected. All that can be protected is our relationship with the human.

In other words, this means when Debbie Keating is protected all the properties she manages will be protected as well.

The underlying logic here is:

If Trevor Treadwell is selling lots of repairs to Debbie Keating we don’t want someone else to call in Debbie trying to sell her because,

Trevor developed that relationship with her and
From an institutional perspective, the odds of somebody else coming in and annoying Debbie and hurting the process are greater than the odds of somebody else coming in and doing any better.

For more information about the protection feature, please redirect to these two sections of the wiki:
* [[Accounts#Account_protection|Account protection]]
* [[Accounts#Account_and_contacts|Account and contacts]]

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Accounts

2021-01-14T11:53:32Z

Bbaigorri: /* PARC Options */

=What is an Account?=

Accounts are records of the total information for a particular customer. Usually, this is information that has been generated when creating an RPH and a Lead, in other words, during the sales process.

When someone accesses an account, the user will notice an account contains information of not only the specific site, the human, and the property management company, but also a record of all the calls, mails, events, and activities of a customer.

Let us remember something we explained in the Lead Module, and that might help us to better understand what an Account is:

==What's a child account and how does it work?==

There are two primary types of accounts in our system: parent and child accounts.

They look identical and they have the same features, but they have different functions.

For instance, UPS is a package delivery company and they have many branches across the country, so UPS global would be a parent account.

In most cases the primary purpose of a parent account is to give one central location with all of the sites, so when a user accesses a UPS parent account the person can see all the contacts, related business activities, external proposals, documents and more, for every UPS site. In other words, this parent account compresses all the information related to the branches (children) and the headquarters (parent) of the same company.

But when the user accesses a child account, they will find the same kind of information, though for one specific location only.

On the other hand, we have another type of parent account. These are the so-called “self managed” accounts. These self manage is a sort of a universal parent, that holds all of those smaller accounts that don’t have a logical parent account.

== Account protection ==

A protection feature exists so a Contact is not being contacted by multiple Account Managers. In the column labeled “Prot.”, a green padlock indicates an unprotected contact and a red padlock indicates it is protected by an Account Manager.

[[File:Test.jpg|1000px|frameless|center]]

Protection is always triggered from the edition of a contact, and which is related to a Lead or an Account.

Those users who do not have special permissions to edit a contact's data will only be able to access with read-only permissions.

The person responsible for the account or lead is the only user with editing permission during the protection period. Once the time is up and the contact is unprotected, all users can see and edit its information.

In some rare cases, there may be an account with shared ownership. For example, a technician who unknowingly creates an RPH on an account that already exists, and when he loads the RPH the system allows him to have part of that property. Anyway, this person would not be the true owner of said account, but yet they would have the permission to edit it.

== Account and contacts==
When a user modifies the information related to the contact of an account, the system automatically changes the status of the account to protected so that no one can modify it except the new owner. At the same time, the system not only protects that account but all those that are related to said contact.

In the event that the account was already protected and that user with sufficient permissions to modify it makes any modification, the system will restart the protection period for such account.

The contact is the key link that generates the relationships within the system.

=Accounts Menu=

===New Accounts===
This option takes the user to the “New Account” form. For more details on how to create an Account and this form, please redirect to the section in this document [[Accounts#How_to_create_an_Account.3F|"How to create an Account"]]

===View Accounts===
The system allows to list all the existing Accounts on the platform and easily identify whether it is a child or parent account. All the parent account’s rows will be highlighted in yellow color.

Here is possible to see the list of the existing Accounts in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

'''Filters available are:'''
* Bulleted list item
* Owner: filter by the owner of the Account
* Quick Search: filter by predefined range of time
* Property type

[[File:4.20.jpg|750px|right|thumb]]
It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:
* From date (creation)
* To date (creation)

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass) and it will refine the results if there are matches with any field.

On the bar above at the right, there are 2 buttons available that work as shortcut:
* “+Account”: quick account creation form access
* “+RPH”: quick RPH creation form access

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

'''Information shown in this columns:'''
* Management Company: the Parent account of the shown account.
* Account: work as a shortcut to access to the account.
* Main Contact: is the main contact of the account.
* Street: account address
* City: account city
* State: account state
* Quotes: indicates whether there are quotes for the account. If yes, the money icon will be shown in green.
* Prot.: indicates if the account is protected or not.
* PARC: indicates if there is any [[PARC|PARC Agreement]] with that account, and what is the status (enabled or expired).
* Last Act.: last activity within/related to the account
* Created: date of account creation
* Owner: owner of the account. Who protected the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

===Merge Accounts===
This module allows the user to merge and/or delete accounts.

When merging an account, all the related info will be moved to the selected destiny account and the merged account will be deleted.

To delete an account the same process needs to be followed, but in this case there is no need of selecting a destiny account.

The form to merge accounts is divided in 10 sections:

* Account Info
* Child Account Info
* Contact Info
* Opportunity Info
* Events
* Tasks Info
* Notes Info
* Emails Info
* Calls Info
* Documents Info

The reason for these sections is to make it easier to select and edit the information the user wants to merge. Nevertheless, these sections don’t need to be all used and can be either hidden or shown. Only the first section contains mandatory fields, which for this case it means it is the minimum information that will be transferred (merged) to the destiny account.

[[File:4.22.jpg|1000px|center|thumb]]

'''Steps to merge:'''

# Select Account
# Select the values wishing to keep (include the Account)
# Select the Related info to keep in the selected Master Account
# After this, press “Merge button to start the process
# Users can use the option Delete After Merge to remove the account with the remaining related data

=How to create an Account=

There are two ways Accounts are created; Lead conversation through a ‘Closed Won” opportunity or manual entry.

Most often it is created when a Lead has an opportunity, and that opportunity becomes a sale. In other words when the opportunity is closed as won, then the Lead itself transforms and becomes an account.
That is almost universally the way it is done.

On the other hand, sometimes we might need to manually create an Account. The primary use case for manually creating an account is when we get an RPH for some specific business and the customer has more than one location and they require a quote for all of the properties. And because the only way to relate few Leads is by creating a parent account with a child for each property.

The system has two ways to manually create Accounts:

*From the Account menu, under the “New Account” button
*And from the “Create Account” button available from the “View Account” button on the Account module.

Either way the same form needs to be filled and is explained in detail in the following sections.

=Information contained within an Account=
Information unique to each Account can be found in tabs across the top of the page.

These Tabs are:
*Account
*Map Location
*Child Account
*Contacts
*Opportunities
*External Proposals
*Reported PH´s
*Event & Activities
*Documents
*History
*Work History
*Payments (only for Account type “Child”)

==Account==

This tab contains basic information about the Account. It is separated in subsections for a better sorting of the information. Note that this information is the same that needs to be filled in the “New Account Form” when creating a new Account.

===Account Information===

* Owner: the name of the account manager
* Company/Site: this name must be unique. After the user type the three first characters the system will show you all similar names.
* Management Company: the parent account.
* Main Phone
* Fax
* Property Type
* Región
* Website
* Email Domain
* Lead Source
* Main Contact: If working with a Child account, only the contacts related to the Parent will be able to be selected. If does not exist, must be added previously.
* Acc Payable: is the contact of the person in charge of processing payments on the client side (for whom the work is performed).
* Where Obtained
* Self Managed (Checkbox): defines that the account is Self Managed, therefore does not have Parent Account.
* Major Player (Checkbox): defines if is a big account.
* Payment Terms: used to calculate the Invoice Due Date. If the invoice is not paid before the Due Date, the customer will be charged with penalties.
* Account Description

====Compliance Vendor====
A special fee has to be paid to the government when Pothole Repair creates invoices for certain companies. In order to fulfill this requirement, the system allows the user to set up the account to select the Compliance Vendor (the existing agreement), define the Vendor ID, add notes related to that process and also the Fees.

E.G.: Pothole must pay 5% of the total of an invoice to the government, the company can automatically add that amount to the customer invoice by setting a “Fee value” and a “Fee type”. Furthermore, it is possible to select the ranges of dates in which the extra fee will be applied.

'''The fields to setup this process are:'''

* Compliance Vendor: this is a dropdown list where users can choose from the vendor that applies for the account.
* Vendor ID: See explanation below.
* Compliance Vendor Notes
* Fee Value: according to compliance vendor
* Fee Type: according to compliance vendor
* Start Date/End Date

===Address Information===
Accounts have address validation through Google Maps. The address information section has a “Validate Address” button to get the correct street and map coordinates (latitude and longitude values). States and Cities brackets are connected, and each one has a search field to easily identify values of states or cities.

* State
* City
* Street

When validating an address, the system verifies that there is no other account or lead with exactly the same address than the one added. If that happens, the system will show a notificacion and will not validate the address

===Billing Address Information===
Just like the section before, the validation through Google Maps is also available. The only difference here is the information on these fields will be used to create the invoices.

Usually the information is taken from the Billing Address ifnormation in the Parent Account, but can be modified if the Children account requires it.

Fields are:
* Suite
* Apartment
* Bill Box Number or PO: defines the PO number in case an invoice or something else needs to be sent by mail.
* Electronic Email Bill: defines an email address to where the invoice should be sent.
* Special Billing Instructions: in case the job is completed, notes regarding special billing instructions can be added.

==Map Location==
Shows a satellite view of the site location, using the Google Maps API. From here the user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:4.23.jpg|1000px|center|thumb]]

==Child Account==
From this section users can access and manage all the information regarding the child accounts, or existent leads related to the parent account if there were any.

The system will list all child accounts linked to the Parent Account and sort them in the same manner as the “View Accounts” link found in the Accounts tab at the top of the page.

[[File:4.24.jpg|1000px|center|thumb]]

Information that can be found in this tab is:

* Child account name
* Open Quotes: if the child account has any open quote, a green money icon will be shown
* Main contact: main contact of the child account
* Address
* Región
* PARC agreement: indicates if there is any [[PARC|PARC Agreement]] with the child account
* Last activity: any kind of action triggered on the object will be considered as last activity
* Owner
* Creation date

Also, there is a column “options” with shortcuts to perform actions such as:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

This is the same set of [[Action_Tabs|Action Tabs]] available in most of the sections in the CRM.

Additionally, data can be exported or copied as well to an external source.

===Change Main Contact===
There is a button to change the main contact for all the child accounts listed. This is a very important feature since editing the main contact will trigger the account protection and change it's owner.

When the user clicks on the button, instantly the column of “Main Contacts” is modified and each record enables a dropdown list so that the main contact for every single child account can be modified.

[[File:4.04.jpg|1000px|center|thumb]]

==Contacts==
This is a very important tab where users will find the contacts list for the account.
Here they can access detailed information about each contact for the account and manage it through different actions.

[[File:4.25.jpg|1000px|center|thumb]]

===Add New Contact===
This action will redirect to a form with the following sections

* Principal Contact Information
* Contact Description
* Address information

This is the same form used in the [http://18.207.158.143:8080/index.php/Lead#Information_contained_in_a_Lead_-_New_Lead_Form Lead module] when adding a Lead for the very first time, and which is repeated throughout many other sections of the CRM

===Relate Contact===
[[File:4.26.jpg|100px|frameless]] Relate contact: this action allows the user to link to the account any contact (previous creation) within the CRM.
[[File:4.27.jpg|400px|right|frameless]]

This will open a pop-up window showing the available contacts and related contacts,

so the user can choose from either list and add contacts from one list to the other.

For further information visit the [[Contacts]] page

===Options===

Furthermore, users can also perform specific actions for contact from the “options” column in this tab. These are:

[[File:4.28.jpg|300px|right|thumb]]
* Set main contact: this will instantly set the selected contact as the main contact for the account
* Remove contact account: this will instantly remove the contact from the account
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_note|Add Note]]

For further information visit the [[Contacts]] page.

==Opportunities==

This tab displays and provides access to all Opportunities related to the Account. If a Parent Account, all Opportunities related to the Child Accounts will be listed, as well. Remember, Accounts (both Child and Parent Accounts) may have multiple active Opportunities while a Lead, by definition, may only have one

[[File:4.05.jpg|1000px|frameless|centre|]]

The fields available on this tab are:
* Opportunity name: works as a hyperlink to open the opportunity. Will always be the concatenation of the name of the account and the date when was created
* Contact: Main contact of the account that holds the opportunity
* Requested date
* Valid until: due date of the opportunity
* Closing Date
* Quotes: informs the status of the Quote
* TRs: amount of items that the opportunity has inside
* Amount
* Stage
* Owner
* Created
* Last activity

Also, there is a column “options” with shortcuts to perform actions such as:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

For further information visit the [[Opportunity]] page.

==External Proposals==

===What's an external proposal?===

Sometime we come across big damages or jobs that are outside our scope, like paving.

So in order to provide a good service and attend to our customer’s needs, we have created a series of partnerships with strategic partners that provide all of those related services we don’t. For example: paving, concrete, line striping, sealcoating, etc.

This is what we call '''“External Proposal”'''.

An '''External Proposal is a referral''' to one of our strategic partners, to provide any of those services.

'''In this situation there are 4 possible scenarios:
'''
# We go out to inspect their property and they have one or more potholes that we can fix, in which case we are going to create an opportunity and we are going to send it hoping we get the work.
# It is also possible that we go out to the lot and we find potholes that we can fix, but maybe they also have a broken sidewalk or the stripes aren't painted, or maybe they have a giant pothole. In this case we have work that we can do, but also have work that one of our strategic partners can do.
# In some other cases it could happen that one of our inspectors visits a property, and when they look around and there is damage that only a strategic partner can do and nothing we could do even if we wanted to.
# And the last possibility is, our inspector goes out to the lot and there is no damage nor work for us to do, since everything is in good condition. There is no damage for us to fix, and there is no damage for our partners to fix. This can only happen as part of a PARC agreement visit, during a property check.

From a business perspective, if you are our customer and we are taking care of your lot, we must help you, even if we can not directly solve your problem. This way we ensure delivering a high quality service by having the damage fixed by one of our partners. Otherwise our relationship with our clients could be jeopardized because of a poor attitude from us to satisfy our customers needs.

To avoid getting a bad name, '''we refer one of our partners''' to do the job.

===How to create an external proposal===

There are two ways in which it can be created:

# When one of our inspectors is on the field and they are looking for anything wrong, they can use the mobile app to either enter a pothole, or they can use it to enter an “out of scope damage. When this happens, an email is sent to the partner and the client explaining the situation and reason for calling someone else to do the job.

# The other way to create an external proposal is the manual creation. It can be done, for instance, when a customer calls explaining they need a repair which is classified “out of scope” as well. In this case, we can create the external proposal within the system. At this point no automated emails will be sent, because these can trigger by the user once all the information is completed in the system, so everybody knows what their role is.

External proposals that may be related to the Account will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The External Proposal can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed too.

==Reported PH’s==
Shows the list of all the RPH’s linked to the Account, and allows the user to quickly work with the records using the functions available on the column “Options”

A Child Account can have only one RPH active at the same time.

[[File:4.06.jpg|1000px|centre|thumb]]

But when it is a Parent account, all the RPH’s that belong to the children accounts will be listed

[[File:4.07.jpg|1000px|centre|thumb]]

The visible columns of info are:

* Account/Lead: if the account is a parent account, all the children accounts that have RPHs related will be shown.
* Rel Opp: if exists a related opportunity to the RPH, the name will be shown and will work as a hyperlink.
* Status: RPH status
* Created by
* Created
* RPH Source
* Source
* RPH Assigned
* Where Obt

There is also a column named Options, which work as shortcut to manage the RPH, with buttons such as:

* View Damage Info
* Send Email
* View Audio Files
* View History
* View RPH Images
* Add RPH Images
* Change RPH status

To see the function of each button, please visit the [[RPH]] page.

==Event & Activities==
This tab shows the Notes, Call, Emails or Tasks related to the Accounts. The main purpose is to keep the communication flowing with the customer by logging all the activities.

If the user is working with a Child account, only the events and activities related to that account will be listed, but when working with a Parent account, all the events and activities related to all children accounts will be shown.

Objects that can been seen on this tab are:
* Open Tasks
* Closed Tasks
* Emails
* Calls
* Events
* Notes

[[File:4.08.jpg|1000px|centre|thumb]]

==Documents==
The Documents tab is where you can upload and access documents related to the Account. You will also find useful documents here that are shared by all Accounts, such as our W9 and COI Request Form.

[[File:4.09.jpg|1000px|centre|thumb]]

==History==
Keeps a record of all the activities done on an Account. Any modification or information added/attached is logged in the system and shown in chronological order on this tab.

[[File:4.10.jpg|1000px|center|frameless]]

The user can see this in a list with the following columns:
* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Work History==
Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created, invoice created among others.

[[File:4.11.jpg|1000px|centre|thumb]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

==Payments (only for “child account type”)==

It is used when a customer overpays an invoice or just makes a payment without any invoice, then Pothole Repair needs to register that the customer has credit available to be used in a future work.

If the customer has a payment created, on the next invoice generation the system will detect this amount and will reduce it directly from the invoice.

[[File:415.jpg|1000px|centre|thumb]]

===Create New Payment===
[[File:414.jpg|600px|right|frameless]]
It is possible to quickly register a payment on the child account by using the shortcut [[File:416.jpg|frameless]].

The system will show a form where the user needs to enter the information and save the work; then the payment will be automatically associated to the account.

=Actions available working on Accounts =

==Common Action==
These are the actions common to most of the modules:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Available actions - Accounts Module:==

===Create Opportunity===
[[File:412.jpg|frameless]] This shortcut enables the user to quickly create an opportunity related to the account. The only constraint is it will not be possible to create an opportunity, if an open RPH is not related to the account.

===Add Child===
[[File:417.jpg|frameless]] This is a shortcut to create a new account and relate that new account as a Child of the account in which the user is working.

The system will guide the user to the form explained in the section [[Accounts#How_to_create_an_Account.3F|“How to create an account”]].

===PARC Agreement===

PARC stands for Preferred Asphalt Repair Contract

A PARC agreement is a service contract. This agreement provides a discount for any repairs needed within the period of a year, and during the course of that year we will come to the client’s property and inspect the lot 3 times. We will provide a report with recommendations for each visit, yet the client is not obligated to carry on with any of those damages.

If they have a PARC agreement and they authorize the repairs, they get an additional 10% discount on any work they choose or authorize during the year that PARC agreement is in effect. Plus, the PARC agreement extends the warranty from 12 to 15 months.

Usually we are in charge of scheduling the visit throughout the year, nevertheless the client has the freedom to call us if they consider it necessary.

[[File:0001.jpg|500px|thumb|center|PARC Flyer]]

====PARC Proposal====
[[File:413.jpg|frameless]] Shortcut to create a PARC and associate it to the account. The process will simulate a proposal, dispatch, and invoice process creation, but the only Item on all the process will be a PARC item.

If a PARC already exists for the account, the system will validate this and will not allow a new PARC creation.

====PARC Options====
[[File:418.jpg|frameless]] This feature is only available for users with Admin role. It is a feature that enables to either modify the active PARC agreement or delete it.

If deleted, the system will automatically remove the dates and all the pending events that were triggered by and related to the PARC.
[[File:419.jpg|900px|center|frameless]]

=Quick Access=

*[[RPH]]
*[[Lead]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Lead

2021-01-14T11:52:52Z

Bbaigorri: /* Quick access */

From a marketing standpoint a Lead is a prospect, which means it is a potential customer. It is usually the next step to the [[RPH]] when a pothole is detected and there is no site existent in the system to link it with.

Nevertheless, for administration purposes, a Lead is also known as a “site”; and the same happens for an [[Accounts|Account]].

=Difference between RPH and Lead=

From a business perspective the RPH represents the beginning of a “conversation”. It is a specific Site at a specific point in time, and it indicates we have some activity to pursue right now.

For that, we need a record for every single location; we might know the address and also that there is a pothole in there, but maybe we don't know who the human is or to what company the human works for. The RPH requires [[Intro#General structure of the system|only one tip of the triangle]].
[[File:217.jpg|600px|frameless|right]]

Therefore a lead is a minimal set of data, necessary to continue the conversation with the potential customer. That minimal set of data is markup in the system (in bold) during the Lead creation form, and the fields where selected with the purpose of having a fast creation but without losing any important information that may be required for the lead work.

For example: we might not know who is the [[Contacts|human]] to be contacted at that point, but we do have to know an address (specific site) and the property or company who owns the specific site.

A Lead it is also different to an [[accounts|account]] because the last one can not be created until there is a contract between Pothole Repair and the property. Once the contract to repair the pothole is signed, and the opportunity is closed as won, then the system automatically converts the lead into an account. When the lead becomes an account, the system enables more features and functions that are necessary to keep a good business relationship.

In a nutshell, a Lead is a basic permanent record of a specific site.

Within a lead we can have one or more RPH´s. It depends on how long it's been in the system.

=Leads Structure=

The structure for a site, no matter if it is a Lead or an Account, is a parent-children relationship. The Parent account can be found as “Management Company” or “Management Account” in the system; a Lead can be or not linked to a Parent account. But is important to point out that a Lead can never be a parent; on the structure a Lead can only take the place of a child.

[[File:218.jpg|500px|frameless|right]]

For example, a company may have headquarters (parent account) and 3 subsidiaries (children). Each one of those subsidiaries are the children of the headquarter, and each child is considered a Site in the system, since the geographical address for each one is different. If a new Lead is added and the user indicates that the headquarter is the parent account, then the new Lead will become a child of that account.

This is an important aspect that needs to be considered when creating a new Lead. According to this, there are 3 different situations under which a lead can be created:

* The Lead doesn’t have a major account related to it, therefore it is self managed.
* The Lead does have a major (parent) account related and the same is already registered in the system.
* The Lead does or could have a major (parent) account, but this isn’t registered in the system yet.

The structure is important for the business since many process (eg the invoices that are sent for the services provided) are defined depending on that.

=How to create a Lead?=

There are several ways that Leads are generated, let’s take a look at the 4 most common.

'''''Automatically through external portal:''''' Pothole Repair have some [[Data analysis team|external marketing companies]] working with them. These companies gives support by running various marketing campaigns with the purpose to reach potential customers.

These companies have access to an [[external portal]] that allows them to directly add a record for every potential customer that answers to their campaigns.

With this portal they only need to fill up a form, this way when they submit the data the system creates a record for an RPH and a Lead. The system also shows the record under the label created by “E User”.

This is a fully automated process.

On the same option, '''''the second way is when sometimes these marketing companies send out emails but someone calls in directly to us. So instead of getting the data submitted over the portal, we have to create the Lead'''''. In this case scenario, when Lead Work is the source, the system also allows us to assign the footprint for “E. User” when we create the Lead.

'''''Manually creation:''''' Leads can also be created manually by using the “Create New Lead” function directly on the CRM. This is usually used when a potential customer proactively asks for Pothole services.

'''''Lead Creation from RPH:''''' This is the fastest way to create a Lead since the basic information needed is already uploaded in the RPH. In this scenario the user will have to create an RPH first with the minimum required fields of information to then use the “Convert to Lead” function.

[[File:207.jpg|600px|frameless|right]]

When referring to the "Manual" creation of the Lead, the system UI has two ways or access points to allow the creation:

*From the Lead menu, under the “New Lead” button
*And from the “Add Lead” button available from the “Lead List View” on the Lead module.

Either way the same '''[[Lead#Information contained in a Lead - New Lead Form|form]]''' needs to be filled and is explained in detail in the following sections.

From this point the Account Manager will be in charge for the Lead and its successful conversion into an [[Opportunity]].

=What happens after the Lead Creation?=

There is no formal process for the detective work once the Lead is created. The main purpose of creating a Lead is to have a permanent record for an address that documents all efforts to generate quotes and convert them to sales.

A lead, at difference from an RPH, has enough information to get in contact with a potential customer and persuade them from a sales perspective. It is possible to add information regarding additional context, parent company, mfctring company, etc; the information can be constantly updated and the system will capture all those changes of the historic record of the specific address (site).

When the lead is created there are no stages on it; either an opportunity is created within and related to the lead, or the lead stays in the system without an opportunity being created. But might be said that a Lead “never dies”. Once the opportunity is created, then the opportunity will go through different stages until it is closed as won or is closed as lost; if the first scenario happens then the Lead will be converted into an [[accounts|account]] automatically.

Each lead will be managed by an unique Account Manager to avoid double work and communication with the client, that's the main reason that all the Leads are protected and blocked for an unique user; actually what is locked is the Contact but the Lead gets locked by waterfall hierarchy (reach [[Contacts]] for further information), in a way that only the owner of the lead (contact) will be able to modify the information. All the other users will be able to see it but not to edit it.

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel it is possible to access to the following functionalities:

* [[Lead#New_Leads|New Leads]]: this is the form to create a lead manually.
* [[Lead#View_All_leads|View All Leads]]: list all the existing leads and allow the user to filter and search by different parameters.
* [[Lead#Merge_Leads|Merge Leads]]: allows the user to merge 2 or more different leads into 1 in order to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows to convert a Lead into an account.

==New Leads==
This option takes the user to the “Create a New Lead” form. For more details on how to create a Lead and this form, please redirect to the section in this document [[Lead#How_to_create_a_Lead.3F|"How to create a Lead"]]

==View All leads==

The system allows to list all the existing leads on the platform and quickly review if the user has activities or reminders related to any of them. There are three tabs, each one with different features:

*[[Lead#Lead List|Lead List]]
*[[Lead#My activities|My Activities]]
*[[Lead#My reminders|My Reminders]]

===Lead List===

On this tab is possible to see the list of the existing Leads in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:

*'''Owner:''' filter by the owner of the Lead
*'''Quick Search:''' filter by predefined range of time
*'''Property type:''' Specifies if a particular Property type needs to be filtered.

It is also possible to activate the “Custom Search” that will enable more filtering, such as:

*'''Status'''
*'''From date (creation)'''
*'''To date (creation)'''
[[File:202b.jpg|500px|frameless|right]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); it will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

The information of the Leads shown in this columns is:

*'''''Management Company:''''' parent account
*'''''Company:''''' company related to the Lead
*'''''Contact:''''' contact of the lead. May be an existent contact or a new one.
*'''''Main Phone:''''' contac's main phone number.
*'''''Mobile:''''' contact's mobile phone number
*'''''Street:''''' street declared for the lead
*'''''City:''''' city of location for the lead
*'''''State:''''' state (province), location of the lead
*'''''Protected:''''' informs whether the Lead is protected by another user or not.
*'''''Status:''''' current status of the Lead.
*'''''Last Activity:''''' date of last edition
*'''''Date of creation:''''' Lead creation date
*'''''Owner:''''' owner of the Lead.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:
[[File:Options.jpg|650px|frameless|right]]
*[[Action_Tabs#Add_call|Add Call]] -[[File:Log call.jpg|frameless]]
*[[Action_Tabs#Add_event|Add Event]] -[[File:Event.jpg|frameless]]
*[[Action_Tabs#Add_Task|Add Task]] -[[File:Task.jpg|frameless]]
*[[Action_Tabs#Add_email|Add Email]] -[[File:Email.jpg|frameless]]

===My activities===

Enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user that are related to any Lead.

[[File:203.jpg|900px|frameless|center]]

===My reminders===

Enlists all the [[Action Tabs#Events|Events]] or [[Action Tabs#Tasks|Tasks]] assigned to the user that are related to any Lead.

[[File:204.jpg|900px|center|frameless]]

==Merge Leads==

This module allows the user to merge and/or delete contacts.

When merging a Lead, all the related info will be moved to the selected destiny Lead and the merged one will be deleted. To delete a Lead the same process needs to be followed, but in this case there is no need of selecting a destiny.

[[File:205.jpg|900px|frameless|center]]

Steps to merge a Lead:

#Select Lead
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Lead
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

<big>A special permission is needed in the system to execute this tasks, no matter the role of the user doing it.
</big>

==Lead to account Conversion==
[[File:206.jpg|700px|frameless|right]]
A lead is automatically converted into an [[Accounts|Account]] when the [[opportunity]] related is closed as won, but in case a user wants to convert the Lead manually is possible through this section.

* The user should search for the Lead to be converted, and select “Convert”
* The system will save the record in the Account module and the Lead will disappear.

As for the “Merge Lead” functionalities, a special permission is required.

=Information contained in a Lead - New Lead Form=

Information unique to each Lead can be found in tabs at the top of the page.
[[File:208.jpg|850px|thumb|right|'''"Working on a Lead" view''']]

These Tabs are:
*[[Lead#Leads|Leads]]
*[[Lead#Map Location|Map Location]]
*[[Lead#Reported PH´s|Reported PH´s]]
*[[Lead#Events & Activities|Event & Activities]]
*[[Lead#Opportunities|Opportunities]]
*[[Lead#External Proposals|External Proposals]]
*[[Lead#History|History]]

==Leads==

This tab contains basic information of the Lead. When creating a new Lead, this information is needs to be filled in order to the system to capture the information.

Is separated in subsections to better sort the information.

===Principal Lead Information===
[[File:209.jpg|600px|frameless|right]]

*'''Lead Owner:''' ''(Mandatory)'' the name of the account manager
*'''Lead Status''' ''(Mandatory)''
*'''Management Company:''' represents the Lead´s [[Accounts|Parent Account]] when applicable. It can either be selected from a list if the parent account already exists or created from scratch by clicking on the “+” button.
*'''Company/Site:''' ''(Mandatory)'' this name must be unique, and is the name which with the customer will be identified on the system. After the user types the three first characters the system will show you all similar names in case already exists in order to avoid duplications.
*'''Main Phone'''
*'''Property Type''' ''(Mandatory)''
*'''Lead Source''' ''(Mandatory)''
*'''Region''' ''(Mandatory)''
*'''URL Company Site'''
*'''Email Domain'''
*'''Where Obtained'''
*'''Self Managed'''
[[File:210.jpg|frameless|right]]
*'''Major Player'''

Also in this section is possible to Upload and See images related to the Pothole or the Contact (in case exists on the database). It is usable by clicking on the hyperlinks

===Contact Information===

In this section users can find information about the [[contacts|contact]] related to the Lead. The user can define a contact that does not exist in the system by manually filling the required fields, or can search for an existing contact in the database.

The field “Email” is an unique key field, this means that if the email is already registered for any other contact on the database, the system will inform the user and will not allow the creation of a new contact.
[[File:211.jpg|800px|frameless|right]]

'''Fields available on this section are:'''
*'''First Name'''
*'''Last Name'''
*'''Direct Phone'''
*'''Contact Mobile'''
*'''Name Help'''
*'''Fax Number'''
*'''Title'''
*'''Other Phone'''
*'''Email''' ''(unique key)''
*'''Secondary email'''
*'''Linked in account'''[[File:212.jpg|350px|frameless|right]]
*'''Email Output ''' ''(boolean field)''

When the Contact already exists on the database, the user can manually select it from the Contact List by clicking on the button [[File:Contact.jpg|frameless]] and then searching and selecting the contact from the list.

===Address Information===

This module has an address validation through Google Maps. The address information section has a “Validate Address” button to get the correct street and map coordinates (latitude and longitude values). States and Cities brackets are connected, and each one has a search field to easily identify values of states or cities.

[[File:213.jpg|700px|frameless|right]]

Field of information on this section are:
*'''State''' ''(Mandatory)''
*'''City''' ''(Mandatory)''
*'''Street''' ''(Mandatory)''
*'''Suite'''
*'''Apartment'''
*'''Bill Box Number or PO:''' defines the PO number in case an invoice or something else needs to be sent by mail.
*'''Electronic Email Bill:''' defines an email address to where the invoice should be sent.
*'''Special Billing Instructions:''' in case the job is completed, notes regarding special billing instructions can be added.

If a Management Company was selected for the Lead under work, and the address information exists on the database, the fields are automatically populated.

===Pothole Damage Info===

It is a free text field in which the users can add and review information regarding the reported pothole that triggered the Lead creation.

[[File:214.jpg|850px|frameless|center]]

When the pothole is declared by using any of the mobile applications, the system will capture information automatically and paste it here, such as Surveyour Input data (accurate address information obatined by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any kind of useful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

Shows a satellite view of the site location, using the Google Maps API. From here the user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:219.jpg|700px|frameless|center]]

==Reported PH´s==

Shows the list of all the RPH´s linked to the Lead, and allows the user to quickly work with the records using the functions available on the column “Options”

A lead can have only 1 RPH active at the same time.

[[File:220.jpg|700px|frameless|center]]

==Events & Activities==

This tab shows the [[Action Tabs#Notes|Notes]], [[Action Tabs#Calls|Call]], [[Action Tabs#Emails|Emails]] or [[Action Tabs#Tasks|Tasks]] related to the Lead. The main purpose is to keep the communication flowing with the potential customer by logging all the activities.

[[File:221.jpg|700px|frameless|center]]

==Opportunities==

Through this tab the user can see and access all the [[opportunity|opportunities]] related to the lead. A lead can have only 1 active opportunity at the same time.

[[File:222.jpg|700px|frameless|center]]

==External Proposals==

External proposals that may be related to the lead will be visualized on this tab. It is also possible to create a new [[External Proposal]] and link it to the Lead by clicking on the button “Add External Proposal”.

'''The information will be visualized in the following columns:'''

*Proposal #
*Partner
*Created by
*Created (date)
*Status
*Options

[[File:223.jpg|800px|frameless|center]]

==History==

Keeps a record of all the activities done on a Lead. Any modification or information added/attached is logged in the system and shown in historical order on this tab.

'''The user can see this in a list with the following columns:'''

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Lead
*Modified by: user that performed the activity that triggered the log

[[File:224.jpg|800px|frameless|center]]

=Actions available working on Lead=

The CRM allows the user to perform a broad set of actions. While each module has its own set of specific actions, there are some of them that are "common" to all modules.

==Action Tabs==

[[File:225.jpg|700px|frameless|right]]
These are the actions common to most of the modules

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Action Tabs - Leads only==

'''Edit Mode''' - [[File:226.jpg]]

Users can view or change lead information through the “View Lead Module”. When a lead is selected, the Lead Module Page will load all information and a set of options will be enabled into this page.

This page is the same page used to create leads. When a lead is loaded, button bar and tabs will be enabled to manage lead information.

This module has five buttons located on the left of the screen known as “Action Tabs”.

'''Create Opportunity''' - [[File:227.jpg]]

If the opportunity is closed as won, then system will:

#Converts the Lead into an Account
#Confirm and create the Management Company if it doesn't exist.
#Add the contact to the Contact List.

'''Assign to provider''' - [[File:228.jpg]]

When a Lead is created and has the footprint of “Leadwork” and/or “Lead Source” is advertisement, meaning that an external marketing company has made contact with the lead previously, the “Assign to a provider” function allows to select a provider and inform to the same that Lead was taken as valid and that for that specific lead will be paid. On the other hand, if the lead does not fulfill the standards to be considered as good, the Reject Lead button informs the external marketing company that the Lead was rejected.

This button allows the user to validate LeadWork’s job by giving them the “thumbs up” (or down) depending on the development of the RPH/ site

'''Delete Record'''

In order to eliminate a Lead the user must change to edit mode first, and then tick the checkbox for deleting a record.

[[File:229.jpg|700px|frameless|center]]

=Business Rules regarding Lead=

*All leads can have only one active opportunity at the same time, but can have unlimited number of opportunities closed as lost.

*Leads will be only visible if they have an active opportunity or when closed as lost. If a related opportunity is closed as won, then the Lead will disappear and will be converted into an account.

*Protection icon: This icon changes if the lead is protected or unprotected. For Raw Leads, the max days that the system protects a Lead will be defined by RawLeadDays parameter.
**Red Icon means Protected
**Green Icon means unprotected

*Every Opportunity must have an RPH previously created.

=Quick access=

*[[RPH]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

RPH

2021-01-14T11:52:20Z

Bbaigorri: /* Quick access */

=What is an RPH?=

From a business perspective an RPH is like a lite version of a lead.

Right now in the system you may find RPHs, Leads and Accounts, but it wasn’t always like that.

At the beginning, everytime that the company would go out and find a pothole, the account managers would create a Lead in the system for that pothole. The only problem was that there was no mechanism to know what happened with it after a while. Therefore, it was quite hard for everyone to answer simple questions like: Did it become a sale or not? Is anyone interested in having us fix it?
This kind of methodology would then generate that a lot of duplicates were created and wouldn’t allow the company to track the evolution of the sales process.

That is why we decided to make this part of the sale process different and fit it to our needs. In another company, you may find Leads only, but here we have also Reported Potholes (RPHs).

Every reported pothole is recorded in our system whether it is a Lead or an Account. This allows us to track every opportunity over time and stay in contact with the customer.

Like we said, in a regular company this would be a Lead, but in our case we have reported potholes. Which '''effectively means''' ''“we have heard you have a problem we can help you with”''

So you might still be wondering, What is an RPH then?

An RPH is a '''pothole that exists right now at a site'''. We know where it is and we are interested in it, yet we don’t know how this is going to end. To avoid duplicate records and bad information in our system, the RPH is created first and time will dictate whether it turns into a Lead or not.

=What is the difference between a Lead and an Account?=

Leads and Accounts are very similar and share a lot of information. At this point once a Lead has a quote and the quote becomes a sale, the Lead automatically becomes an Account.

The Lead itself is basically "a mini account".

For every particular address we want a record in our system, and this is a permanent record. That record is going to be either a Lead or an Account depending on if we have done business with the customer.

An RPH is an actual opportunity to start a discussion with a potential customer.

=How is it generated and when?=

There are several different ways in which RPHs can be created.

One way in particular is through an '''external marketing company''' we have an arrangement with. With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

This particular company uses an [[External_Portals|external portal]] to create an RPH or Lead every time they get an answer from a potential customer. This action will generate the correspondent record in our system with their footprint and stamps, so we can know the RPH/ Lead proceeds from their datebase(*).

Another way to create an RPH is to '''manually create it'''. This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the RPH be manually generated.

Finally, the most common way in which RPHs are created, is through mobile applications. By far, our mobile applications create the largest amount of records in the system. We hire independent contractors, assign them a territory, and give them a license. This way they are literally paid to go out, visit every parking lot they can find and report the potholes in the mobile application.

These records can be found in the system with the “pothole hunter” label.

(*)It is important for us to know when we get a contact from them so they can get paid and credited for it. In some cases, they might also get a response from someone who has already done business with us, in this situation they follow the same process and get the same credit than in the situation explained before.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by “Hunters”
*Proposal Maker used by “Surveyors”

These mobile applications allow the user to easily send the RPH information to the system by following a simple process. This information is processed by the [[Data Analysis Team]] so they can analyse the likelihood of an RPH to successfully become an [[opportunity]].

The Hunters and Surveyors must complete/upload at least the following information:

*A photo of the reported pothole
*A leasing picture (a reference place to geolocate the pothole)
*Complete site information

Once completed, they need to validate the address (the system does it through an integration with Google Maps with geolocation). This way the system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with such address/ location.

If the site already exists in the database, then the system will inform the user about it. This way when the user finalizes the process of RPH creation, this will be automatically linked to that existing [[Lead]] or [[Accounts|Account]].

The result of this process needs validation by the [[Data Analysis team]] as well.

If the site does not exist, then the RPH is created without a linked site, which may be added afterwards and depending on the results of the analysis performed by the Data Analysis Team. If this happens, it can be easily identified on the screen with the icon "[[File:01.1.jpg|frameless]]".

''For reference:''

''Hunters are temporary contractors that generate RPHs, like we explained before they "hunt" potholes.''

''Surveyors are full time employees. Their job is to visit sites that have requested a quote. Then the surveyor goes to the site and inspects the entire lot.''

''Do not worry if this doesn't make sense now, we will explain more about the whole process later in the coming modules''

== Manual RPH creation (through CRM)==

Despite most RPHs being created by some external application, the CRM allows us to manually create an RPH through a quick process. Like we said before, this process may be used in the scenario where a customer directly contacts us, I.E. a customer asked for a pothole repair.

To manually create an RPH, the user needs to press the " [[File:Iconplus.jpg|frameless]] " icon on the top right corner of the menu section.

[[File:101.jpg|1024px|frameless|center]]

This option shows a form with the following sections:

[[File:102.jpg|thumb|right|RPH Creation Form]]

'''''General information'''''
*RPH status (Mandatory)
*Owner (Mandatory)
*Assign to
*Company/Site (Mandatory)
*Property Type (Mandatory)
*RPH Source (Mandatory)
*Site Source (Mandatory)
*Region (Mandatory)
*Where Obtained
*Next Follow up
*Upload Damage Images

'''''Contact Information''' (See [[contacts]])
''
*First Name
*Last Name
*Direct
*Mobile
*Email

'''''Address Information'''
''
*State (Mandatory)
*City (Mandatory)
*Street (Mandatory)

'''''Damage Info'''
''
*Damage Info (Mandatory)

Once this is done, all the information is logged in the system database, no matter the source of the RPH. This action automatically triggers an email to the user who has been assigned to it, with two possible results:

*If the site exists, the user needs to verify if the location is correctly linked to the site.
*If the site does not exist, then the user will analyze it and verify its potential.

This is what we call ''"Detective Work"'' and it is explained in the next section

= What happens once an RPH is created? =

After creating an RPH a number of things can happen. In the best case scenario the RPH becomes a sale and we “close it as won”. The RPH could also be closed if a decision maker cannot be reached, lack of interest, or if the Account Manager makes a judgement call. As you can see, an RPH can have several outcomes.

That is why the system provides the possibility to apply different kinds of statuses to every RPH and Lead, in order to illustrate the level of progress for the sale process.

So everytime an RPH is created, by default the system puts it under the “raw” status.

At this point is when what we call “detective work” begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

Like we explained before, the largest amount of RPHs recorded in the system comes from the mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? Well, the job doesn’t end there.

We agree that an RPH is a pothole that exists right now at a specific site. In order to create an opportunity, however, first we need to have contact with a person. This is where the detective work starts. It is the research process by which we determine the contact details of whoever is responsible for the property where the pothole is located. This is how we get to start a conversation with the people to have us fix their potholes.

===Statuses: The pathways of an RPH===

There is a special team of Data Analysts that is responsible for checking every RPH recorded in the system and doing the detective work.

The first thing they check is that every record qualifies with the conditions we have for a pothole to be valid. These conditions include size, scope, location and property type. The Data Analysts also provide the contact information for an initial property contact.

Then they prioritize these RPHs. Is this customer a tier 1 Lead or a tier 2?
And finally they will try to answer questions like, Does it already exist in the system or do we need to do more detective work on it? Is it a duplicate record? Has a hunter tried to upload the same pothole twice to get easy money?

During the detective work and the following sales representative work, there are several statuses and steps that an RPH can go through. Each of these statuses represent a stepway that the RPH takes from being created to its end.

Nevertheless, all come to the following crossway:
* There is either a chance for a sale
* Or there is not a chance for a sale

===Nurture P2: a special status===

Another very special status is the Nurture P2.

Strategically, from a business perspective, there are some accounts that are more attractive than others.

For instance, Kimco Realty Co. has literally hundreds and hundreds of shopping centers, so we could do a lot of business with them. And this kind of account usually has an account manager who is responsible for several of these properties.

On the other hand, there are some accounts that still are important for us, but way smaller in comparison to Kimco. This could be a small food chain like “Joe’s Pizza” who only has 2 or 3 branches in town.

So from a marketing point of view, it wouldn’t make sense to put the same level of effort into getting Joe’s Pizza to have us fix their potholes, as calling one of Kimco’s account managers. Because if we get Kimco, we can gain more properties that are going to translate into far more work over a larger period of time than getting Joe.

Nonetheless there are heaps of pizza shops, drugstores and independent small businesses. It doesn’t mean that we don’t want to help Joe’s Pizza. We definitely want to do business with them and they are going to get the same quality service than any other of our clients.

That is why we have created a Nurturing program to attend these kinds of customers.

Let us remember, our clients are graded in T1, T2 and T3.

Kimco for instance is T1, since they have properties from the East Coast to the West Coast.

Joe’s Pizza on the other side is a T2, as they have 2 or 3 properties in town.
So when a pothole hunter finds any of the T2 or T3 Leads, the data analysis team has to objectively confirm all the data, figure out who owns it, find an email address and put it into Nurture Status.

From this point, the system itself takes over and it instantly triggers a full email campaign. It sends out a series of emails and according to the response of the Lead, it will then send another email taking them through different pathways until it is either rejected or a quote is requested. Then from this moment a sales representative will take care to carry on with it.

The '''goal of this program is to nurture our T2 potential clients''' with quality information, giving them the attention they need without having to invest so many hours in the day.

'''''Note:''' when the detective work team makes an error assigning nurture status to an RPH, the system sends a notification email (see below). This can happen when the provided email is bounced, due to a bad email address, name, seplling mistake, etc. This is why there is a hidden RPH status of “invalid email” that the system applies. When this happens, it is resolved by providing good and complete data and resetting the RPH to a nurture status.''

[[File:Invalid email screencapture-crm-potholerepair-dashboard-2020-09-25-11 08 51.png|1500px|frameless|center]]

=What information is visible on the User Interface (UI)?=

The RPH´s list contains basic information necessary to further develop the contact and possible opportunity.

[[File:103.jpg|1024px|frameless|center]]

The information visible from the UI is:
*Mgment Account: [[Accounts#Account_Structure|parent account]] of the site (if exists).
*Site: name of the site or account name.
*Location: coordinates of the location, supported by Google Map API .
*Property type: the kind of building/ construction, E.G.: gas station, shopping mall, etc.
*Assigned to: the person responsible of this account.
*Related opportunity: in case it has an RPH assign to it.
*Status: these are useful to quickly see the level of progress of the detective work executed by the Data Analysis Team.
*Next Action follow up: shows which is the next action scheduled .
*Creator: the person who uploaded the RPH.
*[[RPH#What_options_are_available.3F|Options]]: a set of buttons that allows the user to access more actions.

= How to see the RPH list =

To see the list of existing RPHs the user needs to click on “Reports” menu, and select “Reported PH report”

[[File:104.jpg|1024px|frameless|center]]

Filters are available to refine the search

[[File:105.jpg|1024px|frameless|center]]

The available filters are:
*From date
*To date
*Assigned to
*Status

Once the filter is applied and the list is shown, a dynamic “Search bar” is also available to reduce the results.

[[File:106.jpg|1024px|frameless|center]]

= What options are available? =

The CRM provides all users with approved access a list of RPHs and the available actions to analyze and work with each of them. The column on the far right is where users will find available options. The options available will vary based on factors such as RPH status, if the RPH is associated with an existing account, among many others.

[[File:112.jpg|800px|frameless|center]]

By using the Options panel, the users can:

View damage info[[File:Damageinfo.jpg|frameless]]

Shows the information related to the pothole, provided by the hunter. Such as site name, location and property type, etc. It also includes a description and comments about the pothole like its size, shape and any supporting information like coordinates and google maps search results.
[[File:107.jpg|500px|frameless|center]]

Send Email [[File:Sendemail.jpg|frameless]]

If the RPH contact has an email address registered, it is possible to send an email directly from the system.
The user can choose among a set of templates according to the level of progress in which the RPH is.
For further information please check the [[Action_Tabs#Emails|Emails]] page.

 Move RPH to specific Site [[File:01.1.jpg|frameless]]

Allows the user to assign the RPH to a specific existing site. This site could be an existing Lead or Account. Is used when the RPH reported needs to be linked to a site already existing in the database in order to avoid the duplication of sites.

The user only needs to click on the button and search for the desired site.
[[File:108.jpg|500px|frameless|center]]

Remove Site relationship[[File:Removerel.jpg|frameless]]

Allows the user to make corrections regarding the site assignment in case the RPH was assigned to an incorrect site.
Once the user clicks on the button, the system asks confirmation to remove the relationship between the RPH and the Site
[[File:109.jpg|400px|frameless|center]]

Create new lead [[File:Newlead.jpg|frameless]]

With this function the RPH is quickly converted into a Lead. The system only validates that the RPH has an assignee/owner. For more information please visit the [[Lead]] page.

If the conversion is successful the user will receive an in screen notification
[[File:110.jpg|frameless|center]]

Audio files [[File:Audio.jpg|frameless]]

In case the RPH has attached an audio (uploaded usually by the RPH creator), the system allows to play those audio files so that the Data Analysis Team or the Owner can capture more information. Also, using the same function, is possible to upload audio files and attach it to the RPH.
[[File:111.jpg|400px|frameless|center]]

View History [[File:Viewhistory.jpg|frameless]]

The system saves a log of all the actions that are done over the time for the selected RPH, allowing the user to see the historical information and keep track from the earliest stage until the end of the RPH process.
[[File:113.jpg|frameless|center]]

View RPH Images[[File:Viewimage.jpg|frameless]]

Allows the users to see any image that may have been attached to the RPH for further information.

Add RPH Images[[File:Addimage.jpg|frameless]]

Let the user add more images for reference by selecting a file from the local disk
[[File:114.jpg|frameless|center]]

Change RPH Status[[File:Change status.jpg|frameless]]

The user can change the status of the RPH according to its progress. Each status have a specific meaning and represents a separate stage in the entire process.
[[File:115.jpg|frameless|center]]

Add Note to RPH[[File:Addnote.jpg|frameless]]

The system allows adding a note about the RPH so that further information can be easily captured.

Set Next AFU Alert[[File:Afualert.jpg|frameless]]

Allows the user to set a new action to follow up RPH conversion. The user can select a date and the system will trigger a notification when the date comes up.
[[File:116.jpg|frameless|center]]

Send Info to another email address[[File:Sendifo.jpg|frameless]]

Allows the user to add a different email address and send messages (E-mails) without changing the main one assigned to the RPH.

 Assign to [[File:Assignto.jpg|frameless]]

Allows the users to assign RPHs to specific users depending on the needed action for that RPH.
[[File:117.jpg|frameless|center]]

Create Opportunity [[File:Createopp.jpg|frameless]]

If the RPH is related to an existing Lead or account, the system allows to quickly create an opportunity from the RPH. The system validates:
*The contact of the Site is correctly uploaded
*There is no other open Opportunity for the selected site. In case there is an opportunity in progress, the system will allow to either close the current opportunity and create a new one, or split the existing one to add this RPH.
[[File:118.jpg|frameless|center]]

If the account related to the RPH is protected, the system will inform and ask the user to decide how to proceed. There are two possible options:
*Create Without Splitting: the user creating the opportunity will not have access to work with the Item since it will be protected by the owner.
*Split With Me:The owner will remain the same, but the opportunity will be managed by the user creating the opportunity.

=Quick access=

*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

Lead

2021-01-14T11:50:30Z

Bbaigorri: /* Business Rules regarding Lead */

From a marketing standpoint a Lead is a prospect, which means it is a potential customer. It is usually the next step to the [[RPH]] when a pothole is detected and there is no site existent in the system to link it with.

Nevertheless, for administration purposes, a Lead is also known as a “site”; and the same happens for an [[Accounts|Account]].

=Difference between RPH and Lead=

From a business perspective the RPH represents the beginning of a “conversation”. It is a specific Site at a specific point in time, and it indicates we have some activity to pursue right now.

For that, we need a record for every single location; we might know the address and also that there is a pothole in there, but maybe we don't know who the human is or to what company the human works for. The RPH requires [[Intro#General structure of the system|only one tip of the triangle]].
[[File:217.jpg|600px|frameless|right]]

Therefore a lead is a minimal set of data, necessary to continue the conversation with the potential customer. That minimal set of data is markup in the system (in bold) during the Lead creation form, and the fields where selected with the purpose of having a fast creation but without losing any important information that may be required for the lead work.

For example: we might not know who is the [[Contacts|human]] to be contacted at that point, but we do have to know an address (specific site) and the property or company who owns the specific site.

A Lead it is also different to an [[accounts|account]] because the last one can not be created until there is a contract between Pothole Repair and the property. Once the contract to repair the pothole is signed, and the opportunity is closed as won, then the system automatically converts the lead into an account. When the lead becomes an account, the system enables more features and functions that are necessary to keep a good business relationship.

In a nutshell, a Lead is a basic permanent record of a specific site.

Within a lead we can have one or more RPH´s. It depends on how long it's been in the system.

=Leads Structure=

The structure for a site, no matter if it is a Lead or an Account, is a parent-children relationship. The Parent account can be found as “Management Company” or “Management Account” in the system; a Lead can be or not linked to a Parent account. But is important to point out that a Lead can never be a parent; on the structure a Lead can only take the place of a child.

[[File:218.jpg|500px|frameless|right]]

For example, a company may have headquarters (parent account) and 3 subsidiaries (children). Each one of those subsidiaries are the children of the headquarter, and each child is considered a Site in the system, since the geographical address for each one is different. If a new Lead is added and the user indicates that the headquarter is the parent account, then the new Lead will become a child of that account.

This is an important aspect that needs to be considered when creating a new Lead. According to this, there are 3 different situations under which a lead can be created:

* The Lead doesn’t have a major account related to it, therefore it is self managed.
* The Lead does have a major (parent) account related and the same is already registered in the system.
* The Lead does or could have a major (parent) account, but this isn’t registered in the system yet.

The structure is important for the business since many process (eg the invoices that are sent for the services provided) are defined depending on that.

=How to create a Lead?=

There are several ways that Leads are generated, let’s take a look at the 4 most common.

'''''Automatically through external portal:''''' Pothole Repair have some [[Data analysis team|external marketing companies]] working with them. These companies gives support by running various marketing campaigns with the purpose to reach potential customers.

These companies have access to an [[external portal]] that allows them to directly add a record for every potential customer that answers to their campaigns.

With this portal they only need to fill up a form, this way when they submit the data the system creates a record for an RPH and a Lead. The system also shows the record under the label created by “E User”.

This is a fully automated process.

On the same option, '''''the second way is when sometimes these marketing companies send out emails but someone calls in directly to us. So instead of getting the data submitted over the portal, we have to create the Lead'''''. In this case scenario, when Lead Work is the source, the system also allows us to assign the footprint for “E. User” when we create the Lead.

'''''Manually creation:''''' Leads can also be created manually by using the “Create New Lead” function directly on the CRM. This is usually used when a potential customer proactively asks for Pothole services.

'''''Lead Creation from RPH:''''' This is the fastest way to create a Lead since the basic information needed is already uploaded in the RPH. In this scenario the user will have to create an RPH first with the minimum required fields of information to then use the “Convert to Lead” function.

[[File:207.jpg|600px|frameless|right]]

When referring to the "Manual" creation of the Lead, the system UI has two ways or access points to allow the creation:

*From the Lead menu, under the “New Lead” button
*And from the “Add Lead” button available from the “Lead List View” on the Lead module.

Either way the same '''[[Lead#Information contained in a Lead - New Lead Form|form]]''' needs to be filled and is explained in detail in the following sections.

From this point the Account Manager will be in charge for the Lead and its successful conversion into an [[Opportunity]].

=What happens after the Lead Creation?=

There is no formal process for the detective work once the Lead is created. The main purpose of creating a Lead is to have a permanent record for an address that documents all efforts to generate quotes and convert them to sales.

A lead, at difference from an RPH, has enough information to get in contact with a potential customer and persuade them from a sales perspective. It is possible to add information regarding additional context, parent company, mfctring company, etc; the information can be constantly updated and the system will capture all those changes of the historic record of the specific address (site).

When the lead is created there are no stages on it; either an opportunity is created within and related to the lead, or the lead stays in the system without an opportunity being created. But might be said that a Lead “never dies”. Once the opportunity is created, then the opportunity will go through different stages until it is closed as won or is closed as lost; if the first scenario happens then the Lead will be converted into an [[accounts|account]] automatically.

Each lead will be managed by an unique Account Manager to avoid double work and communication with the client, that's the main reason that all the Leads are protected and blocked for an unique user; actually what is locked is the Contact but the Lead gets locked by waterfall hierarchy (reach [[Contacts]] for further information), in a way that only the owner of the lead (contact) will be able to modify the information. All the other users will be able to see it but not to edit it.

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel it is possible to access to the following functionalities:

* [[Lead#New_Leads|New Leads]]: this is the form to create a lead manually.
* [[Lead#View_All_leads|View All Leads]]: list all the existing leads and allow the user to filter and search by different parameters.
* [[Lead#Merge_Leads|Merge Leads]]: allows the user to merge 2 or more different leads into 1 in order to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows to convert a Lead into an account.

==New Leads==
This option takes the user to the “Create a New Lead” form. For more details on how to create a Lead and this form, please redirect to the section in this document [[Lead#How_to_create_a_Lead.3F|"How to create a Lead"]]

==View All leads==

The system allows to list all the existing leads on the platform and quickly review if the user has activities or reminders related to any of them. There are three tabs, each one with different features:

*[[Lead#Lead List|Lead List]]
*[[Lead#My activities|My Activities]]
*[[Lead#My reminders|My Reminders]]

===Lead List===

On this tab is possible to see the list of the existing Leads in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:

*'''Owner:''' filter by the owner of the Lead
*'''Quick Search:''' filter by predefined range of time
*'''Property type:''' Specifies if a particular Property type needs to be filtered.

It is also possible to activate the “Custom Search” that will enable more filtering, such as:

*'''Status'''
*'''From date (creation)'''
*'''To date (creation)'''
[[File:202b.jpg|500px|frameless|right]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); it will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

The information of the Leads shown in this columns is:

*'''''Management Company:''''' parent account
*'''''Company:''''' company related to the Lead
*'''''Contact:''''' contact of the lead. May be an existent contact or a new one.
*'''''Main Phone:''''' contac's main phone number.
*'''''Mobile:''''' contact's mobile phone number
*'''''Street:''''' street declared for the lead
*'''''City:''''' city of location for the lead
*'''''State:''''' state (province), location of the lead
*'''''Protected:''''' informs whether the Lead is protected by another user or not.
*'''''Status:''''' current status of the Lead.
*'''''Last Activity:''''' date of last edition
*'''''Date of creation:''''' Lead creation date
*'''''Owner:''''' owner of the Lead.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:
[[File:Options.jpg|650px|frameless|right]]
*[[Action_Tabs#Add_call|Add Call]] -[[File:Log call.jpg|frameless]]
*[[Action_Tabs#Add_event|Add Event]] -[[File:Event.jpg|frameless]]
*[[Action_Tabs#Add_Task|Add Task]] -[[File:Task.jpg|frameless]]
*[[Action_Tabs#Add_email|Add Email]] -[[File:Email.jpg|frameless]]

===My activities===

Enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user that are related to any Lead.

[[File:203.jpg|900px|frameless|center]]

===My reminders===

Enlists all the [[Action Tabs#Events|Events]] or [[Action Tabs#Tasks|Tasks]] assigned to the user that are related to any Lead.

[[File:204.jpg|900px|center|frameless]]

==Merge Leads==

This module allows the user to merge and/or delete contacts.

When merging a Lead, all the related info will be moved to the selected destiny Lead and the merged one will be deleted. To delete a Lead the same process needs to be followed, but in this case there is no need of selecting a destiny.

[[File:205.jpg|900px|frameless|center]]

Steps to merge a Lead:

#Select Lead
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Lead
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

<big>A special permission is needed in the system to execute this tasks, no matter the role of the user doing it.
</big>

==Lead to account Conversion==
[[File:206.jpg|700px|frameless|right]]
A lead is automatically converted into an [[Accounts|Account]] when the [[opportunity]] related is closed as won, but in case a user wants to convert the Lead manually is possible through this section.

* The user should search for the Lead to be converted, and select “Convert”
* The system will save the record in the Account module and the Lead will disappear.

As for the “Merge Lead” functionalities, a special permission is required.

=Information contained in a Lead - New Lead Form=

Information unique to each Lead can be found in tabs at the top of the page.
[[File:208.jpg|850px|thumb|right|'''"Working on a Lead" view''']]

These Tabs are:
*[[Lead#Leads|Leads]]
*[[Lead#Map Location|Map Location]]
*[[Lead#Reported PH´s|Reported PH´s]]
*[[Lead#Events & Activities|Event & Activities]]
*[[Lead#Opportunities|Opportunities]]
*[[Lead#External Proposals|External Proposals]]
*[[Lead#History|History]]

==Leads==

This tab contains basic information of the Lead. When creating a new Lead, this information is needs to be filled in order to the system to capture the information.

Is separated in subsections to better sort the information.

===Principal Lead Information===
[[File:209.jpg|600px|frameless|right]]

*'''Lead Owner:''' ''(Mandatory)'' the name of the account manager
*'''Lead Status''' ''(Mandatory)''
*'''Management Company:''' represents the Lead´s [[Accounts|Parent Account]] when applicable. It can either be selected from a list if the parent account already exists or created from scratch by clicking on the “+” button.
*'''Company/Site:''' ''(Mandatory)'' this name must be unique, and is the name which with the customer will be identified on the system. After the user types the three first characters the system will show you all similar names in case already exists in order to avoid duplications.
*'''Main Phone'''
*'''Property Type''' ''(Mandatory)''
*'''Lead Source''' ''(Mandatory)''
*'''Region''' ''(Mandatory)''
*'''URL Company Site'''
*'''Email Domain'''
*'''Where Obtained'''
*'''Self Managed'''
[[File:210.jpg|frameless|right]]
*'''Major Player'''

Also in this section is possible to Upload and See images related to the Pothole or the Contact (in case exists on the database). It is usable by clicking on the hyperlinks

===Contact Information===

In this section users can find information about the [[contacts|contact]] related to the Lead. The user can define a contact that does not exist in the system by manually filling the required fields, or can search for an existing contact in the database.

The field “Email” is an unique key field, this means that if the email is already registered for any other contact on the database, the system will inform the user and will not allow the creation of a new contact.
[[File:211.jpg|800px|frameless|right]]

'''Fields available on this section are:'''
*'''First Name'''
*'''Last Name'''
*'''Direct Phone'''
*'''Contact Mobile'''
*'''Name Help'''
*'''Fax Number'''
*'''Title'''
*'''Other Phone'''
*'''Email''' ''(unique key)''
*'''Secondary email'''
*'''Linked in account'''[[File:212.jpg|350px|frameless|right]]
*'''Email Output ''' ''(boolean field)''

When the Contact already exists on the database, the user can manually select it from the Contact List by clicking on the button [[File:Contact.jpg|frameless]] and then searching and selecting the contact from the list.

===Address Information===

This module has an address validation through Google Maps. The address information section has a “Validate Address” button to get the correct street and map coordinates (latitude and longitude values). States and Cities brackets are connected, and each one has a search field to easily identify values of states or cities.

[[File:213.jpg|700px|frameless|right]]

Field of information on this section are:
*'''State''' ''(Mandatory)''
*'''City''' ''(Mandatory)''
*'''Street''' ''(Mandatory)''
*'''Suite'''
*'''Apartment'''
*'''Bill Box Number or PO:''' defines the PO number in case an invoice or something else needs to be sent by mail.
*'''Electronic Email Bill:''' defines an email address to where the invoice should be sent.
*'''Special Billing Instructions:''' in case the job is completed, notes regarding special billing instructions can be added.

If a Management Company was selected for the Lead under work, and the address information exists on the database, the fields are automatically populated.

===Pothole Damage Info===

It is a free text field in which the users can add and review information regarding the reported pothole that triggered the Lead creation.

[[File:214.jpg|850px|frameless|center]]

When the pothole is declared by using any of the mobile applications, the system will capture information automatically and paste it here, such as Surveyour Input data (accurate address information obatined by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any kind of useful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

Shows a satellite view of the site location, using the Google Maps API. From here the user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:219.jpg|700px|frameless|center]]

==Reported PH´s==

Shows the list of all the RPH´s linked to the Lead, and allows the user to quickly work with the records using the functions available on the column “Options”

A lead can have only 1 RPH active at the same time.

[[File:220.jpg|700px|frameless|center]]

==Events & Activities==

This tab shows the [[Action Tabs#Notes|Notes]], [[Action Tabs#Calls|Call]], [[Action Tabs#Emails|Emails]] or [[Action Tabs#Tasks|Tasks]] related to the Lead. The main purpose is to keep the communication flowing with the potential customer by logging all the activities.

[[File:221.jpg|700px|frameless|center]]

==Opportunities==

Through this tab the user can see and access all the [[opportunity|opportunities]] related to the lead. A lead can have only 1 active opportunity at the same time.

[[File:222.jpg|700px|frameless|center]]

==External Proposals==

External proposals that may be related to the lead will be visualized on this tab. It is also possible to create a new [[External Proposal]] and link it to the Lead by clicking on the button “Add External Proposal”.

'''The information will be visualized in the following columns:'''

*Proposal #
*Partner
*Created by
*Created (date)
*Status
*Options

[[File:223.jpg|800px|frameless|center]]

==History==

Keeps a record of all the activities done on a Lead. Any modification or information added/attached is logged in the system and shown in historical order on this tab.

'''The user can see this in a list with the following columns:'''

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Lead
*Modified by: user that performed the activity that triggered the log

[[File:224.jpg|800px|frameless|center]]

=Actions available working on Lead=

The CRM allows the user to perform a broad set of actions. While each module has its own set of specific actions, there are some of them that are "common" to all modules.

==Action Tabs==

[[File:225.jpg|700px|frameless|right]]
These are the actions common to most of the modules

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Action Tabs - Leads only==

'''Edit Mode''' - [[File:226.jpg]]

Users can view or change lead information through the “View Lead Module”. When a lead is selected, the Lead Module Page will load all information and a set of options will be enabled into this page.

This page is the same page used to create leads. When a lead is loaded, button bar and tabs will be enabled to manage lead information.

This module has five buttons located on the left of the screen known as “Action Tabs”.

'''Create Opportunity''' - [[File:227.jpg]]

If the opportunity is closed as won, then system will:

#Converts the Lead into an Account
#Confirm and create the Management Company if it doesn't exist.
#Add the contact to the Contact List.

'''Assign to provider''' - [[File:228.jpg]]

When a Lead is created and has the footprint of “Leadwork” and/or “Lead Source” is advertisement, meaning that an external marketing company has made contact with the lead previously, the “Assign to a provider” function allows to select a provider and inform to the same that Lead was taken as valid and that for that specific lead will be paid. On the other hand, if the lead does not fulfill the standards to be considered as good, the Reject Lead button informs the external marketing company that the Lead was rejected.

This button allows the user to validate LeadWork’s job by giving them the “thumbs up” (or down) depending on the development of the RPH/ site

'''Delete Record'''

In order to eliminate a Lead the user must change to edit mode first, and then tick the checkbox for deleting a record.

[[File:229.jpg|700px|frameless|center]]

=Business Rules regarding Lead=

*All leads can have only one active opportunity at the same time, but can have unlimited number of opportunities closed as lost.

*Leads will be only visible if they have an active opportunity or when closed as lost. If a related opportunity is closed as won, then the Lead will disappear and will be converted into an account.

*Protection icon: This icon changes if the lead is protected or unprotected. For Raw Leads, the max days that the system protects a Lead will be defined by RawLeadDays parameter.
**Red Icon means Protected
**Green Icon means unprotected

*Every Opportunity must have an RPH previously created.

=Quick access=

===[[RPH]]===
===[[Accounts]]===
===[[Contacts]]===
===[[Opportunity]]===
===[[Dispatch]]===
===[[Invoices and Payroll]]===
===[[External Portals]]===
===[[Mobile_applications|Mobile applications]]===
===[[Back-end Processes]]===

RPH

2021-01-14T11:49:06Z

Bbaigorri: /* What options are available? */

=What is an RPH?=

From a business perspective an RPH is like a lite version of a lead.

Right now in the system you may find RPHs, Leads and Accounts, but it wasn’t always like that.

At the beginning, everytime that the company would go out and find a pothole, the account managers would create a Lead in the system for that pothole. The only problem was that there was no mechanism to know what happened with it after a while. Therefore, it was quite hard for everyone to answer simple questions like: Did it become a sale or not? Is anyone interested in having us fix it?
This kind of methodology would then generate that a lot of duplicates were created and wouldn’t allow the company to track the evolution of the sales process.

That is why we decided to make this part of the sale process different and fit it to our needs. In another company, you may find Leads only, but here we have also Reported Potholes (RPHs).

Every reported pothole is recorded in our system whether it is a Lead or an Account. This allows us to track every opportunity over time and stay in contact with the customer.

Like we said, in a regular company this would be a Lead, but in our case we have reported potholes. Which '''effectively means''' ''“we have heard you have a problem we can help you with”''

So you might still be wondering, What is an RPH then?

An RPH is a '''pothole that exists right now at a site'''. We know where it is and we are interested in it, yet we don’t know how this is going to end. To avoid duplicate records and bad information in our system, the RPH is created first and time will dictate whether it turns into a Lead or not.

=What is the difference between a Lead and an Account?=

Leads and Accounts are very similar and share a lot of information. At this point once a Lead has a quote and the quote becomes a sale, the Lead automatically becomes an Account.

The Lead itself is basically "a mini account".

For every particular address we want a record in our system, and this is a permanent record. That record is going to be either a Lead or an Account depending on if we have done business with the customer.

An RPH is an actual opportunity to start a discussion with a potential customer.

=How is it generated and when?=

There are several different ways in which RPHs can be created.

One way in particular is through an '''external marketing company''' we have an arrangement with. With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

This particular company uses an [[External_Portals|external portal]] to create an RPH or Lead every time they get an answer from a potential customer. This action will generate the correspondent record in our system with their footprint and stamps, so we can know the RPH/ Lead proceeds from their datebase(*).

Another way to create an RPH is to '''manually create it'''. This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the RPH be manually generated.

Finally, the most common way in which RPHs are created, is through mobile applications. By far, our mobile applications create the largest amount of records in the system. We hire independent contractors, assign them a territory, and give them a license. This way they are literally paid to go out, visit every parking lot they can find and report the potholes in the mobile application.

These records can be found in the system with the “pothole hunter” label.

(*)It is important for us to know when we get a contact from them so they can get paid and credited for it. In some cases, they might also get a response from someone who has already done business with us, in this situation they follow the same process and get the same credit than in the situation explained before.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by “Hunters”
*Proposal Maker used by “Surveyors”

These mobile applications allow the user to easily send the RPH information to the system by following a simple process. This information is processed by the [[Data Analysis Team]] so they can analyse the likelihood of an RPH to successfully become an [[opportunity]].

The Hunters and Surveyors must complete/upload at least the following information:

*A photo of the reported pothole
*A leasing picture (a reference place to geolocate the pothole)
*Complete site information

Once completed, they need to validate the address (the system does it through an integration with Google Maps with geolocation). This way the system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with such address/ location.

If the site already exists in the database, then the system will inform the user about it. This way when the user finalizes the process of RPH creation, this will be automatically linked to that existing [[Lead]] or [[Accounts|Account]].

The result of this process needs validation by the [[Data Analysis team]] as well.

If the site does not exist, then the RPH is created without a linked site, which may be added afterwards and depending on the results of the analysis performed by the Data Analysis Team. If this happens, it can be easily identified on the screen with the icon "[[File:01.1.jpg|frameless]]".

''For reference:''

''Hunters are temporary contractors that generate RPHs, like we explained before they "hunt" potholes.''

''Surveyors are full time employees. Their job is to visit sites that have requested a quote. Then the surveyor goes to the site and inspects the entire lot.''

''Do not worry if this doesn't make sense now, we will explain more about the whole process later in the coming modules''

== Manual RPH creation (through CRM)==

Despite most RPHs being created by some external application, the CRM allows us to manually create an RPH through a quick process. Like we said before, this process may be used in the scenario where a customer directly contacts us, I.E. a customer asked for a pothole repair.

To manually create an RPH, the user needs to press the " [[File:Iconplus.jpg|frameless]] " icon on the top right corner of the menu section.

[[File:101.jpg|1024px|frameless|center]]

This option shows a form with the following sections:

[[File:102.jpg|thumb|right|RPH Creation Form]]

'''''General information'''''
*RPH status (Mandatory)
*Owner (Mandatory)
*Assign to
*Company/Site (Mandatory)
*Property Type (Mandatory)
*RPH Source (Mandatory)
*Site Source (Mandatory)
*Region (Mandatory)
*Where Obtained
*Next Follow up
*Upload Damage Images

'''''Contact Information''' (See [[contacts]])
''
*First Name
*Last Name
*Direct
*Mobile
*Email

'''''Address Information'''
''
*State (Mandatory)
*City (Mandatory)
*Street (Mandatory)

'''''Damage Info'''
''
*Damage Info (Mandatory)

Once this is done, all the information is logged in the system database, no matter the source of the RPH. This action automatically triggers an email to the user who has been assigned to it, with two possible results:

*If the site exists, the user needs to verify if the location is correctly linked to the site.
*If the site does not exist, then the user will analyze it and verify its potential.

This is what we call ''"Detective Work"'' and it is explained in the next section

= What happens once an RPH is created? =

After creating an RPH a number of things can happen. In the best case scenario the RPH becomes a sale and we “close it as won”. The RPH could also be closed if a decision maker cannot be reached, lack of interest, or if the Account Manager makes a judgement call. As you can see, an RPH can have several outcomes.

That is why the system provides the possibility to apply different kinds of statuses to every RPH and Lead, in order to illustrate the level of progress for the sale process.

So everytime an RPH is created, by default the system puts it under the “raw” status.

At this point is when what we call “detective work” begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

Like we explained before, the largest amount of RPHs recorded in the system comes from the mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? Well, the job doesn’t end there.

We agree that an RPH is a pothole that exists right now at a specific site. In order to create an opportunity, however, first we need to have contact with a person. This is where the detective work starts. It is the research process by which we determine the contact details of whoever is responsible for the property where the pothole is located. This is how we get to start a conversation with the people to have us fix their potholes.

===Statuses: The pathways of an RPH===

There is a special team of Data Analysts that is responsible for checking every RPH recorded in the system and doing the detective work.

The first thing they check is that every record qualifies with the conditions we have for a pothole to be valid. These conditions include size, scope, location and property type. The Data Analysts also provide the contact information for an initial property contact.

Then they prioritize these RPHs. Is this customer a tier 1 Lead or a tier 2?
And finally they will try to answer questions like, Does it already exist in the system or do we need to do more detective work on it? Is it a duplicate record? Has a hunter tried to upload the same pothole twice to get easy money?

During the detective work and the following sales representative work, there are several statuses and steps that an RPH can go through. Each of these statuses represent a stepway that the RPH takes from being created to its end.

Nevertheless, all come to the following crossway:
* There is either a chance for a sale
* Or there is not a chance for a sale

===Nurture P2: a special status===

Another very special status is the Nurture P2.

Strategically, from a business perspective, there are some accounts that are more attractive than others.

For instance, Kimco Realty Co. has literally hundreds and hundreds of shopping centers, so we could do a lot of business with them. And this kind of account usually has an account manager who is responsible for several of these properties.

On the other hand, there are some accounts that still are important for us, but way smaller in comparison to Kimco. This could be a small food chain like “Joe’s Pizza” who only has 2 or 3 branches in town.

So from a marketing point of view, it wouldn’t make sense to put the same level of effort into getting Joe’s Pizza to have us fix their potholes, as calling one of Kimco’s account managers. Because if we get Kimco, we can gain more properties that are going to translate into far more work over a larger period of time than getting Joe.

Nonetheless there are heaps of pizza shops, drugstores and independent small businesses. It doesn’t mean that we don’t want to help Joe’s Pizza. We definitely want to do business with them and they are going to get the same quality service than any other of our clients.

That is why we have created a Nurturing program to attend these kinds of customers.

Let us remember, our clients are graded in T1, T2 and T3.

Kimco for instance is T1, since they have properties from the East Coast to the West Coast.

Joe’s Pizza on the other side is a T2, as they have 2 or 3 properties in town.
So when a pothole hunter finds any of the T2 or T3 Leads, the data analysis team has to objectively confirm all the data, figure out who owns it, find an email address and put it into Nurture Status.

From this point, the system itself takes over and it instantly triggers a full email campaign. It sends out a series of emails and according to the response of the Lead, it will then send another email taking them through different pathways until it is either rejected or a quote is requested. Then from this moment a sales representative will take care to carry on with it.

The '''goal of this program is to nurture our T2 potential clients''' with quality information, giving them the attention they need without having to invest so many hours in the day.

'''''Note:''' when the detective work team makes an error assigning nurture status to an RPH, the system sends a notification email (see below). This can happen when the provided email is bounced, due to a bad email address, name, seplling mistake, etc. This is why there is a hidden RPH status of “invalid email” that the system applies. When this happens, it is resolved by providing good and complete data and resetting the RPH to a nurture status.''

[[File:Invalid email screencapture-crm-potholerepair-dashboard-2020-09-25-11 08 51.png|1500px|frameless|center]]

=What information is visible on the User Interface (UI)?=

The RPH´s list contains basic information necessary to further develop the contact and possible opportunity.

[[File:103.jpg|1024px|frameless|center]]

The information visible from the UI is:
*Mgment Account: [[Accounts#Account_Structure|parent account]] of the site (if exists).
*Site: name of the site or account name.
*Location: coordinates of the location, supported by Google Map API .
*Property type: the kind of building/ construction, E.G.: gas station, shopping mall, etc.
*Assigned to: the person responsible of this account.
*Related opportunity: in case it has an RPH assign to it.
*Status: these are useful to quickly see the level of progress of the detective work executed by the Data Analysis Team.
*Next Action follow up: shows which is the next action scheduled .
*Creator: the person who uploaded the RPH.
*[[RPH#What_options_are_available.3F|Options]]: a set of buttons that allows the user to access more actions.

= How to see the RPH list =

To see the list of existing RPHs the user needs to click on “Reports” menu, and select “Reported PH report”

[[File:104.jpg|1024px|frameless|center]]

Filters are available to refine the search

[[File:105.jpg|1024px|frameless|center]]

The available filters are:
*From date
*To date
*Assigned to
*Status

Once the filter is applied and the list is shown, a dynamic “Search bar” is also available to reduce the results.

[[File:106.jpg|1024px|frameless|center]]

= What options are available? =

The CRM provides all users with approved access a list of RPHs and the available actions to analyze and work with each of them. The column on the far right is where users will find available options. The options available will vary based on factors such as RPH status, if the RPH is associated with an existing account, among many others.

[[File:112.jpg|800px|frameless|center]]

By using the Options panel, the users can:

View damage info[[File:Damageinfo.jpg|frameless]]

Shows the information related to the pothole, provided by the hunter. Such as site name, location and property type, etc. It also includes a description and comments about the pothole like its size, shape and any supporting information like coordinates and google maps search results.
[[File:107.jpg|500px|frameless|center]]

Send Email [[File:Sendemail.jpg|frameless]]

If the RPH contact has an email address registered, it is possible to send an email directly from the system.
The user can choose among a set of templates according to the level of progress in which the RPH is.
For further information please check the [[Action_Tabs#Emails|Emails]] page.

 Move RPH to specific Site [[File:01.1.jpg|frameless]]

Allows the user to assign the RPH to a specific existing site. This site could be an existing Lead or Account. Is used when the RPH reported needs to be linked to a site already existing in the database in order to avoid the duplication of sites.

The user only needs to click on the button and search for the desired site.
[[File:108.jpg|500px|frameless|center]]

Remove Site relationship[[File:Removerel.jpg|frameless]]

Allows the user to make corrections regarding the site assignment in case the RPH was assigned to an incorrect site.
Once the user clicks on the button, the system asks confirmation to remove the relationship between the RPH and the Site
[[File:109.jpg|400px|frameless|center]]

Create new lead [[File:Newlead.jpg|frameless]]

With this function the RPH is quickly converted into a Lead. The system only validates that the RPH has an assignee/owner. For more information please visit the [[Lead]] page.

If the conversion is successful the user will receive an in screen notification
[[File:110.jpg|frameless|center]]

Audio files [[File:Audio.jpg|frameless]]

In case the RPH has attached an audio (uploaded usually by the RPH creator), the system allows to play those audio files so that the Data Analysis Team or the Owner can capture more information. Also, using the same function, is possible to upload audio files and attach it to the RPH.
[[File:111.jpg|400px|frameless|center]]

View History [[File:Viewhistory.jpg|frameless]]

The system saves a log of all the actions that are done over the time for the selected RPH, allowing the user to see the historical information and keep track from the earliest stage until the end of the RPH process.
[[File:113.jpg|frameless|center]]

View RPH Images[[File:Viewimage.jpg|frameless]]

Allows the users to see any image that may have been attached to the RPH for further information.

Add RPH Images[[File:Addimage.jpg|frameless]]

Let the user add more images for reference by selecting a file from the local disk
[[File:114.jpg|frameless|center]]

Change RPH Status[[File:Change status.jpg|frameless]]

The user can change the status of the RPH according to its progress. Each status have a specific meaning and represents a separate stage in the entire process.
[[File:115.jpg|frameless|center]]

Add Note to RPH[[File:Addnote.jpg|frameless]]

The system allows adding a note about the RPH so that further information can be easily captured.

Set Next AFU Alert[[File:Afualert.jpg|frameless]]

Allows the user to set a new action to follow up RPH conversion. The user can select a date and the system will trigger a notification when the date comes up.
[[File:116.jpg|frameless|center]]

Send Info to another email address[[File:Sendifo.jpg|frameless]]

Allows the user to add a different email address and send messages (E-mails) without changing the main one assigned to the RPH.

 Assign to [[File:Assignto.jpg|frameless]]

Allows the users to assign RPHs to specific users depending on the needed action for that RPH.
[[File:117.jpg|frameless|center]]

Create Opportunity [[File:Createopp.jpg|frameless]]

If the RPH is related to an existing Lead or account, the system allows to quickly create an opportunity from the RPH. The system validates:
*The contact of the Site is correctly uploaded
*There is no other open Opportunity for the selected site. In case there is an opportunity in progress, the system will allow to either close the current opportunity and create a new one, or split the existing one to add this RPH.
[[File:118.jpg|frameless|center]]

If the account related to the RPH is protected, the system will inform and ask the user to decide how to proceed. There are two possible options:
*Create Without Splitting: the user creating the opportunity will not have access to work with the Item since it will be protected by the owner.
*Split With Me:The owner will remain the same, but the opportunity will be managed by the user creating the opportunity.

=Quick access=

===[[Lead]]===
===[[Accounts]]===
===[[Contacts]]===
===[[Opportunity]]===
===[[Dispatch]]===
===[[Invoices and Payroll]]===
===[[External Portals]]===
===[[Mobile_applications|Mobile applications]]===
===[[Back-end Processes]]===

Pothole Patching

2021-01-13T19:06:25Z

Bbaigorri:

Pothole patching is the process of repairing an asphalt based road imperfection.
Pothole patching is a year round activity performed by City and County Street Department crews to maintain the area's roads and bridges.

Pothole patching methods are divided into two distinct categories, hot mix and cold mix. Just as the nomenclature suggest, cold mix is a suitable material for the winter months and hot mix is used during the warm spring and summer seasons.

Both hot and cold mix are applied with similar methods. The most widely used method is known simply as throw-and-go. The patching mix is thrown into the pothole along with any debris or water present and compacted with the shovel by manual labor. This method is widely utilized due to the easy application and high rate of production, but the failure rate is extremely high.

The next step in a higher quality application is the throw and roll. In the throw-and-roll method, the patching mix is once again thrown into the pothole manually regardless of any water or debris. Next, a truck slowly drives over the repaired pothole and the mix is compacted. The goal is for the compacted patch to have a crown in the range of 0.125-0.25”. This process will take approximately two more minutes per pothole compared to the throw-and-go method. Although more time consuming, it makes for a more durable patch due to the compaction of the patching mix with the truck tire.

The best-known pothole patching method is the semi-permanent repair. In this method, the pothole is completely removed of any water or debris. Next, the pothole needs to be squared. All uneven edges will be cut with a pavement saw making the hole into a square or rectangular shape. The pothole is cleaned once again before the patching mix is applied. Finally, the area is compacted with a single drum roller or a vibratory plate compacter. The semi-permanent method provides the tightest and longest lasting patch. However, it is more time consuming and requires more workers and equipment in the field.

During the "semi-permanent" repair, a material known as a tack may also be used. Tack is a liquid form material used to promote adhesion of the pothole patch mix, and the pothole surface. If tack is utilized during the repair, it is either sprayed or brushed on the clean and squared pothole. Next, the pothole patching mix is applied and compacted in the desired method, and a final coat of the tack is sprayed on top of the patch overlapping the edges a few inches.

According to the Federal Highway Administration, whichever method is used, patches applied in the winter months typically will not hold up as well as patches applied during the warmer months. The goal for winter patching should be to repair the road as quickly as possible to increase the safety and comfort of the roads. With that stated, the throw-and-go method is favorable as long as a high quality material is utilized. The goal in the warmer months is typically to use the semi-permanent. Utilizing this method while the conditions are ideal will create patches that will last to the extent of the road's life.

Pothole Patching

2021-01-13T19:05:59Z

Bbaigorri: Created page with "Pothole Patching - From Wikipedia Pothole patching is the process of repairing an asphalt based road imperfection. Pothole patching is a year round activity performed by Cit..."

Pothole Patching - From Wikipedia

Pothole patching is the process of repairing an asphalt based road imperfection.
Pothole patching is a year round activity performed by City and County Street Department crews to maintain the area's roads and bridges.

Pothole patching methods are divided into two distinct categories, hot mix and cold mix. Just as the nomenclature suggest, cold mix is a suitable material for the winter months and hot mix is used during the warm spring and summer seasons.

Both hot and cold mix are applied with similar methods. The most widely used method is known simply as throw-and-go. The patching mix is thrown into the pothole along with any debris or water present and compacted with the shovel by manual labor. This method is widely utilized due to the easy application and high rate of production, but the failure rate is extremely high.

The next step in a higher quality application is the throw and roll. In the throw-and-roll method, the patching mix is once again thrown into the pothole manually regardless of any water or debris. Next, a truck slowly drives over the repaired pothole and the mix is compacted. The goal is for the compacted patch to have a crown in the range of 0.125-0.25”. This process will take approximately two more minutes per pothole compared to the throw-and-go method. Although more time consuming, it makes for a more durable patch due to the compaction of the patching mix with the truck tire.

The best-known pothole patching method is the semi-permanent repair. In this method, the pothole is completely removed of any water or debris. Next, the pothole needs to be squared. All uneven edges will be cut with a pavement saw making the hole into a square or rectangular shape. The pothole is cleaned once again before the patching mix is applied. Finally, the area is compacted with a single drum roller or a vibratory plate compacter. The semi-permanent method provides the tightest and longest lasting patch. However, it is more time consuming and requires more workers and equipment in the field.

During the "semi-permanent" repair, a material known as a tack may also be used. Tack is a liquid form material used to promote adhesion of the pothole patch mix, and the pothole surface. If tack is utilized during the repair, it is either sprayed or brushed on the clean and squared pothole. Next, the pothole patching mix is applied and compacted in the desired method, and a final coat of the tack is sprayed on top of the patch overlapping the edges a few inches.

According to the Federal Highway Administration, whichever method is used, patches applied in the winter months typically will not hold up as well as patches applied during the warmer months. The goal for winter patching should be to repair the road as quickly as possible to increase the safety and comfort of the roads. With that stated, the throw-and-go method is favorable as long as a high quality material is utilized. The goal in the warmer months is typically to use the semi-permanent. Utilizing this method while the conditions are ideal will create patches that will last to the extent of the road's life.

Main Page

2021-01-13T19:01:59Z

Bbaigorri: /* Miscellaneuos */

Congratulations and welcome to Pothole Repair!

The institutional environment here is one of mutual respect, trust, achievement, empowerment and growth.
We strongly believe in the value of long term relationships with both our external clients and internal staff. While these are fine words, you will see these ideals demonstrated by our actions and deeds on a daily basis.

Please remember the following points when making decisions in the course of performing your duties:
* Do the right thing always, regardless of cost or effort
* Treat clients with respect and always put their interests first
* Treat all clients and staff members exactly as you wish to be treated, with respect, integrity and a sincere interest in providing assistance
* Take pride in doing your job well, especially when no one is watching
* Remember why you are working and take time to enjoy your family and live your life
* Be productive, focus on the important goals and achievements as opposed to simply staying busy. Activity and productivity are not the same.

At Pothole Repair, the Account Management role is considered to be executive level and professional. We have high expectations for you to grow within this organization and hope you are extremely ambitious, capable and motivated. This manual is meant to provide a guide to the strategies, processes and procedures intended to speed your success along as you transition to this industry.

This manual contains proprietary and confidential information and must not be copied or shared without prior authorization from Pothole Repair Metro DC, Inc. Any reproduction, misuse or failure to protect the contents of this manual will breach the Employee Proprietary Information and Intellectual Property Agreement you have signed and will result in legal action.

==CRM Modules==

*[[Intro]]
*[[RPH]]
*[[Lead]]
*[[Accounts]]
*[[Contacts]]
*[[Opportunity]]
*[[Dispatch]]
*[[Invoices and Payroll]]
*[[External Portals]]
*[[Mobile_applications|Mobile applications]]
*[[Back-end Processes]]

==Miscellaneuos==

*[[History of Asphalt]]
*[[Pothole Patching]]
*[[Glossary|Terms and Definitions]]
*[[Action_Tabs|Action Tabs]]

Invoices and Payroll

2021-01-13T18:56:13Z

Bbaigorri: /* Comission Process */

Invoices and Payroll

2021-01-13T18:24:11Z

Bbaigorri: /* Technician Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Technician Payroll Process=

Technicians get paid every Friday, and the period goes from Sunday to Saturday.

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind of information needs to be considered in order to correctly process the payrolls.
So everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get the report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click on "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that, you will see the item added to the payroll. And of course, you could add more, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it to the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comission Process=

Except for the technicians, the rest of the staff gets paid monthly. Nevertheless, the Comission Process is very similar to the Technicians Payroll Process.

First we need to access the "Comission Due Summary", which is under the "Payroll" section, in the "Reports" menu.

Then, and again like in every other module, just need to apply filters. It is very important to filter the status by "payment received".

This will show the sites in which each Account Manager has worked during the month.

As you can see, this will show the date, the invoice number, the price and comission, and the owner. These details are the ones we need to check, in order to correctly pay the comissions.

[[File:PR13.png|1000px|thumb|center]]

After checking the information is correct, then we only need to proceed to generate a Commission Report, which is exactly the same we do do for the technicians.

To generate this report we need to access the "Commission Due Report". Then again, apply filters to see one by one the Account Managers and generate a report for each of them (make sure to seach by the status "Commission Paid").

[[File:PR14.png|1000px|thumb|center]]

[[File:PR15.png|1000px|thumb|center]]

Invoices and Payroll

2021-01-13T12:42:03Z

Bbaigorri: /* Comission Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Technician Payroll Process=

Technicians get paid every Friday, and the period goes from Sunday to Saturday. And the Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considered in order to correctly process the payrolls.

Everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comission Process=

Except for the technicians, the rest of the staff gets paid monthly. Nevertheless, the Comission Process is very similar to the Technicians Payroll Process.

First we need to access the "Comission Due Summary", which is under the "Payroll" section, in the "Reports" menu.

Then, and again like in every other module, just need to apply filters. It is very important to filter the status by "payment received".

This will show the sites in which each Account Manager has worked during the month.

As you can see, this will show the date, the invoice number, the price and comission, and the owner. These details are the ones we need to check, in order to correctly pay the comissions.

[[File:PR13.png|1000px|thumb|center]]

After checking the information is correct, then we only need to proceed to generate a Commission Report, which is exactly the same we do do for the technicians.

To generate this report we need to access the "Commission Due Report". Then again, apply filters to see one by one the Account Managers and generate a report for each of them (make sure to seach by the status "Commission Paid").

[[File:PR14.png|1000px|thumb|center]]

[[File:PR15.png|1000px|thumb|center]]

File:PR15.png

2021-01-13T12:41:55Z

Bbaigorri:

File:PR14.png

2021-01-13T12:41:33Z

Bbaigorri:

File:PR13.png

2021-01-13T12:28:52Z

Bbaigorri:

File:PR12.png

2021-01-13T12:25:12Z

Bbaigorri:

Invoices and Payroll

2021-01-13T12:18:45Z

Bbaigorri: /* Comissions */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Technician Payroll Process=

Technicians get paid every Friday, and the period goes from Sunday to Saturday. And the Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considered in order to correctly process the payrolls.

Everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comission Process=

Except for the technicians, the rest of the staff gets paid monthly.

Nevertheless, the Comission Process is very similar to the Technicians Payroll Process.

It starts

Invoices and Payroll

2021-01-13T11:57:28Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Technician Payroll Process=

Technicians get paid every Friday, and the period goes from Sunday to Saturday. And the Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considered in order to correctly process the payrolls.

Everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comissions=

Invoices and Payroll

2021-01-13T11:52:34Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considered in order to correctly process the payrolls.

Everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comissions=

Invoices and Payroll

2021-01-13T11:51:41Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to access the "Crew Payment Report", which is under the "Operation" section, in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considered in order to correctly process the payrolls.

Everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the work is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it could be eliminated by clicking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

On the other hand, another nice feature is the magnifying glass, which allows the user to access more details about the job.

This option tells you how many burns the job was, and you can see the pictures that actually came through when the technicians finished the repairs. This is one of the ways to also see which technician did which repair, especially in those cases when the job is really big and there might be 2 o 3 crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to save the payroll. The system will automatically send it the technician email address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comissions=

File:PR10.png

2021-01-13T11:25:39Z

Bbaigorri:

File:PR8.png

2021-01-13T11:25:15Z

Bbaigorri:

Invoices and Payroll

2021-01-13T11:14:03Z

Bbaigorri: /* Comissions */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to send a save the payroll. The system will automatically send it the thecnician e-mail address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

=Comissions=

Invoices and Payroll

2021-01-12T20:32:24Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

=Comissions=

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to send a save the payroll. The system will automatically send it the thecnician e-mail address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

Invoices and Payroll

2021-01-12T20:31:53Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

After that you will see the item added to the payroll. And of course, you could add, erase or edit these items.

Once the process is finished, it is time to send a save the payroll. The system will automatically send it the thecnician e-mail address and save a copy into the technician's CRM file. This CRM file can only be accessed by users with special admin permissions.

Invoices and Payroll

2021-01-12T20:26:13Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

Invoices and Payroll

2021-01-12T20:25:51Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|750px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

Invoices and Payroll

2021-01-12T20:25:30Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|750px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|1000px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

Invoices and Payroll

2021-01-12T20:25:00Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|1000px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|1000px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

Invoices and Payroll

2021-01-12T20:24:41Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|1000px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|500px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|1000px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|1000px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|1000px|thumb|center]]

Invoices and Payroll

2021-01-12T20:23:43Z

Bbaigorri: /* Payroll Process */

=Invoices and Payroll=

As you may have realised by now, each module is nothing else than the different parts of a workflow.

When an opportunity is created, it becomes a dispatch. When the dispatch is finished it will give way to the next step. This module, Invoices and payroll, is the last step of the workflow.

We can’t get paid until we get our payments out, that is why this module is related to every other one in the CRM. Once we have the money, the next thing that’s going to happen is the payroll. People need to get paid for their job, salaries, commissions, bonuses, etc.

=Invoicing Process=

The invoicing process starts once the dispatch has been delivered and completed by the technicians. So the first step in the process is to check the dispatch.

In order to do this, we need to go to the dispatch dashboard and click on any of the jobs under the section “completed by tech”.

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here we are going to create the invoice. To do it, click on the “create invoice” button, after selecting the option for “Edit Mode”. Then this action will take us to the next screen, in which we need to control the finished jobs by checking the images of the work performed by our technicians. Here you have a dropdown menu next to each product, which allows you to select the option according to the quality of the job done. When you select the option for “Not Completed” or “Poor Quality”, the system triggers a remedial repair to fix it.

Once everything has been accepted, click again on “Create invoice” at the bottom of the screen to continue with the next step.

[[File:I2.png|750px|thumb|center]]

[[File:I3.png|750px|thumb|center]]

After “creating the invoice” we need to save it and continue verifying a few more things. Remember, we must keep a back-up copy for every document we generate during this process.

First, under the “products” tab, we have to double check what we have sold matches what we have done. If there is a difference, it either means the client didn’t want to repair something or the technicians found some extra repairs and added them. When that’s the case, those added repairs will appear in the product list under the “Additional” line with a tick icon.

[[File:I4.png|1000px|thumb|center]]

Next under the tab for “documents”, we need to verify that the documents uploaded by the account manager match what we have on the product table.

Then we must check whether the person who is going to receive the invoice is the correct one, and the same applies for the address. Sometimes the system confuses the billing address with the contact address, so it is very important to always check this information with the one in the account module to avoid sending the invoice to a wrong address.

Another important section here is “Invoice detail”, where you can see notes from the account manager and the payment terms. We usually have a Net 10 days term for payment, but of course it can be modified for longer periods if needed.

Remember that most of the information in this tab is auto populated from the Account and Opportunity modules, so it is very important to double check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified we can proceed to generate the invoice document.

''(*)Note: there is an option to “Create Installments”. First, you need to put the amount of installment, then just fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here we take a final look just to make sure everything is correct and then we save it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business", we must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, we would have to add it by clicking the button “Add New PARC”, which is on the top right corner of the screen. This will pop-up a window to fill out the details of the agreement, the same applies to renewing the PARC. This action automatically creates the PARC Inspection Events as well.

[[File:I11.png|1000px|thumb|center]]

After that, we can generate the actual PARC Agreement Document.

[[File:I7.png|1000px|thumb|center]]

Finally, there’s the status. By default the system sets the status "to be invoiced", so we need to change it to "job completed - invoice to review" once we have uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, we want to send it to the client. To do it, go to the “Document” tab, where you should find all the documents so far created.
Then select those ones you want to send and click on “Send By Email”.

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the right email template. Like we explained in previous modules, the idea of these templates it’s to communicate the right information to our customers.

After we have sent the email with all the information for our customer, we can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, we need to change the status once again to "Job Completed - Invoice Sent"

=Invoice Payment Process=

What we are going to see now, is the process we need to follow when we receive the payment of an invoice. This apply to a regular situation for those invoices that have nothing to do with a previous deposit and which payment methods are either check or bank transfer. It doesn't include credit card payments, this process is automated and run by the system and the same is explained in the [[External_Portals#Payments|External Portals]] section.

The process start with the search of the invoice. First we need to access the Invoice Payment Menu and then do the search.

Just like in previous modules, we have many ways to do a search. We could filter the information by dates, status, owner, etc. In this case we are using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once we have the correct invoice we need to match the total amount in the document with the amount in the system-

[[File:IP 2.png|1000px|thumb|center]]

[[File:IP 3.png|1000px|thumb|center]]

Now that we have verified the information matches, is time to process the payment. This is very simple, just click on edit mode and then click the green button to add a new payment.

[[File:IP 4.png|1000px|thumb|center]]

This action will open a pop-up window to add the amount, payment method and reference number for the invoice.

[[File:IP 5.png|1000px|thumb|center]]

[[File:IP 6.png|1000px|thumb|center]]

Finally, once the payment has been saved, the system will change the status of the invoice to "Payment Received"

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

This is how the payment is processed and the way it should look. As you can see the remaining amount is zero and the details below show the payment method and reference number. The system also adds a note with the record at the botton of the screen for tracking porpuses.

[[File:IP 7.png|1000px|thumb|center]]

''Note: you could manually add all the details for a new payment by filling each braket one by one. Of course as you may expect, this way is longer and harder. So if you are choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

This is the powerpage for the module.

Here the user can access all the invoices ever created in the CRM.

This page works exactly the same as the other modules’s powerpages, therefore filters and search bar work the same way.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments, these are not full payments.

Sometimes our customers know they will have to pay a big bill, so before the job is done they prefer to put a deposit down.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

Now, if the deposit is big enough to pay the full price, it automatically removes that amount creating a new line on the payment section in the account and the invoice module. It also changes the status of the invoice to “payment received”.

Should there be exceeding money, the system will create a new deposit for the remaining amount. On the contrary, when the deposit is not enough to pay the full bill, it will create a partial payment.

[[File:I16.png|1000px|thumb|center]]

==Add invoice payments==

This is another section to add a payment. This option to add a payment is the same available at the invoice, under the tab for “payments”

[[File:I17.png|1000px|thumb|center]]

We usually use this section to add a payment when the invoice hasn’t been generated yet. A good example of this would be at the end of the financial year, when a customer would like to pay for our services before a new financial year starts.

Under payment information hit the blue button to select the the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

This is the Past Due Invoice Report, which means that an invoice will appear here for the first time the day after its due date has passed. And the only thing that will make it go away is when it gets paid.

[[File:I20.png|1000px|thumb|center]]

Again here we can use different filters to easily search for an invoice.

You can update the penalty for the invoice by selecting the invoice and clicking “Update Penalty” at the down right corner.

This will pop up a window to create a new follow up event and notify the customer about their debt.

[[File:I22.png|1000px|thumb|center]]

Another way to update the penalty is by using the checkboxes. These checboxes help the user to quickly update or select a big number of invoices at the same time. The checkboxes on the inside are for penalties and the ones on the outside are for multiple payments.

Finally, there is the same set of actions to add notes, see the documents and more that we have explained before, which are pretty consistent throughout the CRM. You can see them by clicking “Show Notes” at the top right corner of the screen.

It will show you when the work was done, when the invoice was sent and the amount of it. It will show you too what is remaining to be paid, whether there is a penalty and how much it is, and how past due it is.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

This is for Credit Card Payments only.

All invoices paid by credit card will show up here.

The good thing about credit card payments, is that it works with an API that communicates our system with the bank’s server. So every time a customer pays by credit card, it will automatically update the status of the invoice and all records within the CRM, reducing the need of human interaction to manually update the information.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has come in and has been put through the system, it comes in again over this report.

This report is very helpful to aid our accounting software, which is completely separated from the CRM.
Is also a nice way to pull the information needed when it is time to pay commissions.

We could say it is like a power page for paid invoices only. It actually works the same way as the power page for viewing all invoices.

[[File:Paid Invoice Report.png|1000px|thumb|center]]

==Partner Invoices==

These work in the same way as the other reports, except this time the report will show those invoices related to an external proposal.

[[File:Partner Invoice Report.png|1000px|thumb|center]]

=Cold Weather Repair=

The invoicing process during the cold weather program is exactly the same as during normal time, but the difference is that we will be sending the invoice twice. This is because we send a first invoice after the temporary repair has been done, and another invoice 2 or 3 months later once the final repair is finished.

The 2 invoices will be sent regardless if they have been paid or not.

=Remedial Repair=

When a job is finished but hasn't been done correctly or it fails for any reason, the company will take the responsibility for it and provide a remedial repair for free. The invoicing process for this case is exactly the same as for a normal repair, the only difference is that we generate and invoice for zero dollars.

=Payroll Process=

The Payroll Process starts with counting the amount of jobs done by each technician.

First we need to acces to the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Then, and like in every other module, just need to apply filters.

This will show the TR (Thermal Repairs) count of all the technicians. It is very important the Operation Department keeps this information updated, if someone is out or has taken a day off, that kind information needs to be considere in order to correctky process the payrolls.

Basically everything comes down to the Dispatch. If the information in the Dispatch Module is good, then it will be very easy to continue with the Payroll Process.

[[File:PR1.png|500px|thumb|center]]

It is very important to also check the following section, because if the job is a 2 days job, it doubles the records and one of them needs to be erased.

[[File:PR2.png|500px|thumb|center]]

For instance, if someone finds out the record for Circle Woods is twice, it coulb be eliminated by cliking on the trash red icon.

[[File:PR3.png|300px|thumb|center]]

After that we can continue to the next step, which is to check the TR count Technician by Technician, in order to get their report to generate the payroll for them.

Now we just need to filter by technician and go to the tab for "Payroll Payment"

[[File:PR4.png|500px|thumb|center]]

The first section is the general overview and it shows the jobs and TRs. The following one is for the Payment Items, which is the salary and a bonus, for instance.

[[File:PR5.png|500px|thumb|center]]

Then we have the Report Detail, which is a list of jobs done by the technician and the description for each of these.

After checking all the information in this tab, we can proceed to either add an item to the salary or just send and save it. We can do this with the buttons at the top right corner of the section.

[[File:PR6.png|500px|thumb|center]]

In the example above we have added a bonus for this technician. As you can see it is a simple thing to do. Just click "Add Item" and then fill the brackets and save it.

[[File:PR7.png|500px|thumb|center]]

File:PR7.png

2021-01-12T20:23:32Z

Bbaigorri: