PHR CRM - User contributions [en]

Pothole Patching

2021-04-15T16:16:59Z

Editor:

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 suggests, the cold mix is a suitable material for the winter months, and the hot mix is used during the warm spring and summer seasons.

Both hot and cold mixes 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, including 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 production rate, but the failure rate is exceptionally 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 patching mix's compaction with the truck tire.

The best-known pothole patching method is semi-permanent repair. In this method, all water or debris is removed entirely from the pothole. 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, regardless of method, 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 roads' safety and comfort. 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. Using this method while the conditions are ideal will create patches that will last to the extent of the road's life.

History of Asphalt

2021-04-15T16:16:37Z

Editor:

==History of Asphalt - From the National Asphalt Paving Association==

Laura Ingalls Wilder, author of the beloved Little House on the Prairie, tells of her first encounter with asphalt pavement. She was on a wagon journey with her parents in 1894 that took them through Topeka.

"In the very midst of the city, the ground was covered by some dark stuff that silenced all the wheels and muffled the sound of hoofs. It was like tar, but Papa was sure it was not tar, and it was something like rubber, but it could not be rubber because rubber cost too much. We saw ladies all in silks and carrying ruffled parasols, walking with their escorts across the street. Their heels dented the street, and while we watched, these dents slowly filled up and smoothed themselves out. It was as if that stuff were alive. It was like magic."

Today, this dark, resilient material covers more than 94 percent of the paved roads in the United States; it's the popular choice for driveways, parking lots, airport runways, racetracks, tennis courts, and other applications where a smooth, durable driving surface is required. Called by different names such as asphalt pavement, blacktop, tarmac, macadam, plant mix, asphalt concrete, or bituminous concrete, asphalt pavements have played an essential role changing the landscape and the history of the U.S. since the late 19th century.

But the story of asphalt begins thousands of years before the founding of the United States. Asphalt occurs naturally in both asphalt lakes and rock asphalt (a mixture of sand, limestone, and asphalt).

The first recorded use of asphalt as a road-building material was in Babylon around 625 B.C., in King Nabopolassar. In A Century of Progress: The History of Hot Mix Asphalt, published by the National Asphalt Pavement Association in 1992, author Hugh Gillespie notes that ''an inscription on a brick'' records the paving of Procession Street in Babylon, which led from his palace to the north wall of the city.

We know that the ancient Greeks were familiar with asphalt and its properties. The word asphalt comes from the Greek "asphaltos," meaning "secure." The Romans changed the word to "asphaltus" and used the substance to seal their baths, reservoirs, and aqueducts.

Many centuries later, Europeans exploring the New World discovered natural deposits of asphalt. Writing in 1595, Sir Walter Raleigh described a "plain" (or lake) of asphalt on the Island of Trinidad, off the coast of Venezuela. He used this asphalt for re-caulking his ships.

==Laying the Foundation for Asphalt Roads==

Despite these early uses of asphalt, several hundred years passed before European or American builders tried it as a paving material. What they needed first was a suitable method of road building. Englishman John Metcalf, born in 1717, built 180 miles of Yorkshire roads. He insisted on good drainage, requiring a foundation of large stones covered with excavated road material to raise the roadbed, followed by a gravel layer. Thomas Telford built more than 900 miles of roads in Scotland during the years 1803-1821. "He perfected the method of building roads with broken stones, laid to a depth according to the weight and volume of traffic it would have to carry," Gillespie writes.

Telford's contemporary, John Loudon McAdam, taught himself engineering after being appointed a Scottish turnpike trustee. McAdam observed that it was the "native soil" that supports the weight of traffic and that "while preserved in a dry state, it will carry any weight without sinking." To construct his roads, McAdam used broken stone "which shall unite by its angles to form a hard surface." Later, to reduce dust and maintenance, builders used hot tar to bond the broken stones together, producing "tarmacadam" pavements.

==Asphalt Roads Come to America==

The first bituminous mixtures produced in the United States mixes were used for sidewalks, crosswalks, and even roads starting in the late 1860s. In 1870, a Belgian chemist named Edmund J. DeSmedt laid the first true asphalt pavement in this country, a sand mix in front of the City Hall in Newark, New Jersey. DeSmedt's design was patterned after a natural asphalt pavement placed on a French highway in 1852.

DeSmedt went on to pave Pennsylvania Avenue in Washington, DC, which included 54,000 sq. yds. paved with sheet asphalt from Trinidad Lake Asphalt. The durability of this pavement proved the quality of the asphalt found in the Americas was as good as the one imported from Europe.

==Patented Roadways==

Builders, quick to see the advantages of asphalt, tried to stake out claims to the material. "Looking back from today's marketplace, where Hot Mix Asphalt (HMA) is compared and classified only by its technical qualifications, it is difficult to comprehend that until 70 years ago, competing proprietary brands of HMA were peddled, touted, and huckstered with all the enthusiasm that now is used for advertising soft drinks," writes Gillespie.

The first such patent was filed in 1871 by Nathan B. Abbott of Brooklyn, New York. In 1900, Frederick J. Warren filed a patent for "Bitulithic" pavement, a mixture of bitumen and aggregate; despite vigorous efforts by the Warren Brothers Company to defend its patent (and the name of the material), "bitulithic" was often used to describe any asphalt pavement. Other trade names for asphalt mixes included Wilite, Romanite, National Pavement, Imperial, Indurite, and Macasphalt. Many of these patented mixes were successful and technically innovative.

However, the fierce competition among asphalt producers allowed cities to require more stringent requirements for their asphalt roadways. In 1896, for example, New York City adopted asphalt paving in place of brick, granite, and woodblock. But it also required 15-year warranties on workmanship and materials. The long-term warranties, which did not recognize pavement failures caused by factors beyond the asphalt contractor's control, bankrupted many builders. The result was fewer and higher bids for asphalt pavements.

The patents for "Bitulithic" pavement expired in 1920, and subsequent improvements in pavements by Federal and state engineers forced most of the remaining patented pavements from the market.

==Changing Techniques in Production and Construction==

Until about 1900, almost all asphalt used in the U.S came from the natural sources of Lake Trinidad and Bermudez Lake in Venezuela. Refined petroleum asphalts, used initially as an additive to soften the natural asphalt for handling and placing, made an appearance in the mid-1870s and slowly gained acceptance. By 1907, the production of refined asphalt had outstripped the use of natural asphalt.

Meanwhile, as the automobile grew in popularity, local and state governments were besieged by requests for more and better roads. This demand led to innovations in both the production and laying of asphalt. Roadway testing gradually became an accepted practice thanks to the efforts of Logan Waller Page, who had studied the procedures in France.

The earliest HMA production units consisted of shallow iron trays heated over open coal fires. The operator dried the aggregate on the tray, poured hot asphalt on top, and stirred the mixture by hand. The quality of the mix usually depended on the skill and experience of the operator. The first mechanical mixers were used in Paris in 1854, but they were crude and required four hours to produce just one asphalt batch.

The Cummer Company opened the first central asphalt pavement production facilities in the U.S. in 1870; by the end of the century, builders on both sides of the Atlantic were producing mixers and dryers in various forms. While some asphalt producers tried to develop portable machines, and others turned to units mounted on railroad cars, most production facilities were costly and cumbersome, limiting the areas in which asphalt pavement was readily available.

The first asphalt facility to contain all the basic components of those of today was built in 1901 by Warren Brothers in East Cambridge, Mass. (It lacked only a cold feed and pollution control equipment.) The first drum mixers and drum dryer mixers, which came into use around 1910, were Portland cement concrete mixers adapted for use with HMA. Mechanization took another step forward in the 1920s with the improvement of cold feed systems for portable and semi-portable systems. Vibrating screens and pressure injection systems were added in the 1930s. Construction methods improved at an even faster pace. "The earliest items of equipment for laying asphalt could be easily transported in one hand," Gillespie notes. "Brooms, lutes, squeegees, and tampers were used in what was a highly labor-intensive process. Only after the asphalt was dumped, spread, and smoothed by hand did the relatively sophisticated horse-drawn roller, and later the steam roller, move in to complete the job."

Builders in the early 1920s used modified portland cement concrete mechanical spreaders for the first machine-laid asphalt. Later, they added tailgate spreaders and concrete strike-off screeds. In the 1930s, Sheldon G. Hayes was the first to use a Barber-Greene finisher, which consisted of a tractor unit and a screed unit with a vertical tamping bar. Barber-Greene introduced the floating screed a few years later, and its design dominated the market until the patent expired in 1955.

Production facilities could not initially keep up with the additional demand for HMA that resulted from paving improvements, but the gap was finally closed around 1930. J.S. Helm, President of the Asphalt Institute, noted in 1939 that "asphalt is an essential material in nearly every form of highway construction and maintenance. In the four years from 1934 to 1937, asphalt entered into the construction of more than four-fifths of the mileage of highways completed in those years under state highway direction."

==Building Boom==

During World War II, asphalt technology improved at a great pace, spurred in part by the need for military aircraft for surfaces that could stand up to heavier loads. After the war ended and families moved to the suburbs, road building became a huge industry. In 1956, Congress passed the State Highway Act, allotting $51 billion to the states for road construction.

Contractors needed bigger and better equipment. Pavers added electronic leveling controls in the 1950s and automated screed controls in the early 1960s. Extra-wide finishers, capable of paving two lanes at once, made their debut in 1968.

Two recent innovations also helped increase paver productivity. Pickup machines have allowed bottom-dump trailers to windrow the material in advance of the paver so it can operate continuously. The Material Transfer Vehicle (MTV), introduced in 1987, receives mix from trucks and feeds it to the paver as required.

Until the mid-1950s, most HMA pavements were compacted with a combination of a light tandem roller and a heavy three-wheel roller. Later, the use of pneumatic-tire rollers became more common. The most commonly used rollers today are vibratory steel-wheel rollers.

==Better Plants==

The asphalt plants of the early '50s might have included a dryer, a tower with a screed, and a mixer. They were dirty, dusty operations. But by the mid-'60s, with air pollution a serious concern across the country, many had added wet scrubbers, and a few had baghouses.

The other major change in the mid to late '60s was the addition of surge bins and storage bins. Prior to that, everything was loaded right from the plant into the truck. Then bins for storing the mix for short periods of time added surge capacity.

Concern for the environment has encouraged the construction of better plants. "When I first started, the state-of-the-art was a batch plant that was dirty, that you could usually see three miles away," notes NAPA member Don Brock, chairman of Astec Industries, Tennessee. "We've gradually progressed from there to cleaning them up with wet washers and baghouses to being invisible today. Today, we need to build a plant that you can't see, you can't hear, and you can't smell."

==Trends in Quality Improvement==

In the 1950s, state and federal highway engineers controlled almost every aspect of road building, from the mining of aggregates to the mixing of asphalt to its placement on the roadway. Today, however, many jurisdictions have taken a new partnering approach that allows the contractor to take more responsibility (and risk) for the finished roadway. Pavement warranties are also becoming more common.

The trend toward continuous improvement has also allowed the industry to embrace
recycling. Recycling was common in the early 20th century, but the practice fell out of use as new asphalt refineries were built, increasing supplies and dropping prices. The energy crisis of the 1970s, however, demonstrated the need for conservation of natural resources; since that time, both base and surface courses have incorporated an increasing amount of recycled asphalt in their mixes. Over 95 million metric tons of asphalt paving material are recycled each year. Today, asphalt pavement is America's most recycled material.

The industry itself has led the drive for innovation and quality in the design and construction of asphalt roadways. The National Asphalt Pavement Association was established in 1955. One of the first activities undertaken by the fledgling organization was a Quality Improvement Program, which sponsored asphalt testing at universities and private testing labs, then shared the results with members.

In 1986, NAPA established the National Center for Asphalt Technology (NCAT) at Auburn University, Alabama, providing a centralized, systematic approach to asphalt research. Today NCAT, with its research center and 1.7-mile pavement test track, is the world's leading institution for asphalt pavement research.

==New developments==

Over the last 30 years, the versatility of asphalt has led to its increased use in other
applications. HMA airport runways are finding increased acceptance in the United States since they provide passengers more comfortable takeoffs and landings, dramatically cut back on runway maintenance, and allow for much faster construction time. Pavements constructed of high- durability HMA mixes are used increasingly for freight yards, where they stand up to heavy static loads.

HMA is also used worldwide as a practical solution to water storage, flood control, erosion, and conservation problems. Asphalt has been approved by the Environmental Protection Agency and used successfully as a primary liner for both sanitary and hazardous-waste landfills. It is also used to line drinking water reservoirs and fish hatcheries in California and Washington.

Meanwhile, the industry continues to benefit from improvements in design and production. Since the mid-1980s, the industry has developed advanced pavement materials, including Open Graded Friction Course (OGFC), Superpave, and Stone Matrix Asphalt (SMA), also called gap-graded Superpave. Engineering control systems placed on asphalt pavers beginning in 1997 have improved conditions for workers at the paving site.

Pavements being built today can be engineered to meet a variety of needs – for less noise, greater durability, enhanced skid resistance, reduced splash and spray in rainy weather, and a smoother ride than ever before.

The asphalt street laid 130 years ago in Newark bore little resemblance to today's asphalt superhighways. But with the constant improvements in production and equipment, and with the continued emphasis on quality, we, too, may look back before too many years have passed and realize how much progress we have made in increasing the durability, safety, and smoothness of asphalt roadways.

Mobile applications

2021-04-15T16:14:25Z

Editor:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The user has successfully created the new Lead.

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

=Proposal Maker=

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

=E-Technician=

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

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

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

They have to specify the type of repair they performed.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

=Quick Access=

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

External Portals

2021-04-15T16:12:40Z

Editor:

=External portals=

The CRM has four satellite applications. These applications help the company interact with external users or entities who generate information beneficial for us.

The applications are the following:
* Partners portal
* Leadworks
* Payments
* Info site

==Partners portal==

The user uses the Partners Portal to process all jobs related to an external proposal when we find a job for one of our partners, or they find a job for us.

There are two 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 created for them. Through the proposal, they can see information regarding the customer's problems and the opportunities we have classified as "out of scope." For example, consider a property that needs a paving solution. Through the external proposal, the partner can see the property location, the customer's problem, surveyors' notes, etc.

Once created, the system assigns the external proposal to a partner according to their location, using the assigned ZIP Code. Each partner is assigned a single ZIPcode.

Before the system alerts the partner about any new proposal, the account manager of the opportunity related to it must 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. The interface, including the functions, is very similar to our CRM, and the partner can see the list of the existing External proposals using search filters or the search bar.

Filters available are:
# Status
# Quick Search: filter by a 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 containing all the specific proposal information. There are three tabs here:

'''Main:''' This tab shows basic information about the proposal, such as the ID number, name of the account, account manager, and status. The partner can not edit this information. There is also the customer's contact information, so our partners can reach them easily.

'''Products:''' This tab has a list of products, required quantities, and the price for the job. The partners can also see the images of the damage, location, and surveyor's notes with more details.

'''Images Gallery:''' This tab provides access to the uploaded pictures for the job.

[[File:PA1.png|1000px|thumb|center|Main Tab]]

[[File:PA2.png|1000px|thumb|center|Products Tab]]

===RPH Creation===

Using this portal function, our partners can load any job they find for us, similar to our hunters' mobile application.

When the partner creates an RPH, they need to fill a similar form to 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==

Leadworks is the portal our advertisers exclusively use to create and upload every new Lead they get due to their marketing campaign 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 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 use the email address as the key record. It will then extract and attach to the database all the previous emails and information shared between the advertiser and the potential customer. In a bid to avoid duplicate records, the system will prevent any other user from creating a new record with the same email address.

[[File:L1.png|1000px|thumb|center|]]

[[File:L2.png|1000px|thumb|center]]

==Payments==

Pothole Repair uses the Payments portal to process all online payments.

Customers wanting to pay using the link attached to the invoice will be redirected to this portal.

[[File:P1.png|500px|thumb|center]]

The portal connects to Capital One Bank's System through an API specially developed to allow our server to communicate with them. Each time a payment goes through or is unsuccessful, the API creates a record in our CRM. So we can keep track of all credit card payment transactions (the user can see these records in the invoice menu, under CC Payments Report).

The portal allows the customers to pay only with Visa or MasterCard- no other providers are permitted. We accept online payments with our portal- the user should fill up the brackets with the card's details, generate the payment and download your payment receipt.

If a user accidentally attempts to make a payment twice, the portal will prevent them from doing so.

[[File:P2.png|500px|thumb|center]]

==Info site==

Unlike the previous portals, this one requires interaction only from the client.

Info Site portal works as follows:
Each email sent as part of the Nurture P2 process has two external links in its body. These two links have two very opposed objectives.
* One link provides an opportunity for the client to unsubscribe from the distribution list and stop receiving our promotional emails.
* The other link redirects to a quotation for clients interested in receiving more information or contacting a company's representative.

Once the potential customer completes the form through the Info Site Portal, the system updates the database's record and creates a new lead or opportunity. After that, it sends 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

2021-04-15T16:11:58Z

Editor:

=Invoices and Payroll=

When an opportunity is created, it becomes a dispatch. When the dispatch is finished, it will give way to the next step. Each module works in tandem with other modules in the CRM. This module, Invoices, and Payroll, is the last step of the workflow.

=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.

The user needs to go to the Dispatch Dashboard and click on any job under the section "Completed by tech."

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here the user is going to create the invoice. To do it, click on the "create an invoice" button after selecting the option for "Edit Mode." Then this action will take us to the next screen, in which the user needs 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 job's quality. When you choose "Not Completed" or "Poor Quality," the system triggers a remedial repair to fix it.

Once the fix is accepted, click 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,'' the user needs to save it and continue verifying a few more things. Remember, the user must keep a backup copy for every document generated during this process.

Under the "products" tab, the user has to double-check that items sold match items completed. 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," the user needs to verify that the account manager's documents match what is on the product table.

Then the user must check whether the person who is going to receive the invoice is the correct one, and the same applies to the address. Sometimes the system confuses the billing address with the contact address, so it is essential to always check this information with the one in the account module to avoid sending the invoice to the wrong address.

Another important section here is "Invoice detail," where you can see notes from the account manager and the payment terms. The company usually has a Net ten days term for payment, but of course, it can be modified for more extended periods if needed.

Remember that most of the tab information is auto-populated from the Account and Opportunity modules, so it is imperative to double-check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified, the user 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 fill in the due date and save it.''

[[File:I14.png|1000px|thumb|center]]

Here the user takes a final look to make sure everything is correct and then saves it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business," the user must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, the user would have to add it by clicking the button "Add New PARC," which is on the screen's top right corner. A window will pop up 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, the user 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 the user needs to change it to "job completed - invoice to review" once the user has uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, the user wants 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 you want to send and click on "Send By Email."

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the appropriate email template. Like the user explained in previous modules, the idea of these templates it's to communicate the correct information to our customers.

After the user has sent the email with all the information for our customer, the user can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, the user needs to change the status once again to "Job Completed - Invoice Sent."

=Invoice Payment Process=

What the user will see now is the process the user needs to follow when the user receives the payment of an invoice. This process applies to regular invoices where 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 starts with the search of the invoice. First, the user needs to access the Invoice Payment Menu and then do the search.

Just like in previous modules, the user has many ways to search. The user could filter the information by dates, status, owner, etc. In this case, the user is using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once the user has the correct invoice, the user needs 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 the user has verified the information matches, it is time to process the payment. This process is very simple, 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 invoice's status to "Payment Received."

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

This image 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 bottom of the screen for tracking purposes.

[[File:IP 7.png|1000px|thumb|center]]

''Note: the user could manually add all the details for a new payment by filling each bracket one by one. Of course, as the user may expect, this way is longer and harder. So if the user is choosing in it, when you finish adding the new payment, remember to change the status too.''

=Invoice Menu=

==View all invoices==

The module's power page is where the user can access all the invoices ever created in the CRM.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments. These are not total payments.

Sometimes our customers know they will have to pay a hefty bill, so they prefer to put a deposit down before the job is done.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

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==

The "invoice payments" option to add a payment is the same as the invoice, under the tab for "payments."

[[File:I17.png|1000px|thumb|center]]

The user usually uses this section to add a payment when the invoice hasn't been generated yet. An excellent example of this would be at the end of the financial year when a customer wants to pay for our services before a new financial year starts.

Under "payment information," hit the blue button to select the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

The Past Due Invoice Report is where an invoice will appear 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, the user can use different filters to search for an invoice easily.

You can update the penalty for the invoice by selecting the invoice and clicking "Update Penalty" in the down right corner.

A window will pop up 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 checkboxes help the user quickly update or select a large number of invoices simultaneously. 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 than the user has explained before, which are consistent throughout the CRM. You can see them by clicking "Show Notes" at the top right corner of the screen.

It will show the user when the work was done when the invoice was sent, and its amount. It will show the user the amount to be paid, whether there is a penalty, the amount, and the due date.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

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. 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 for human interaction to update the information manually.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has been put through the system, it appears again over this report.

This report is beneficial to aid our accounting software, which is completely separated from the CRM.
It is also an excellent way to pull the information needed when it is time to pay commissions.

The user could say it is like a power page for paid invoices only. It 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=

During the cold-weather program, the invoicing process is precisely the same as during the standard time. The difference is that the user will be sending the invoice twice because the user sends the first invoice after the temporary repair is completed and another invoice 2 or 3 months later once the final repair is finished.

The two 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 fails for any reason, the company will take responsibility for it and provide a remedial repair for free. The invoicing process for this case is precisely the same as for a standard repair. The only difference is that the user generates an 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 number of jobs done by each technician.

First, the user needs to access the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Applying filters will show the TR (Thermal Repairs) count of all technicians. The Operation Department must keep this information updated. If someone is out or has taken a day off, that kind of information needs to be considered for processing the payrolls correctly.
So everything comes down to the dispatch. If the Dispatch Module information is good, then it will be straightforward to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is also essential to check the following section because if the work is a two-day 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, they could eliminate it by clicking on the red trash 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 came through when the technicians finished the repairs. This is one way to see which technician did which repair, especially in those cases when the job is complex, and there might be two or three crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that, the user can continue to the next step, which is to check the TR count Technician by Technician, to get the report to generate the payroll for them.

Now the user needs to filter by the 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: the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then the user has the Report Detail, which contains a list of jobs done by the technician and their descriptions.

After checking all the information in this tab, the user can either add an item to the salary or 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, the user has 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's email address and keep a copy in its CRM file. Users with special admin permissions can only access this CRM file.

=Comission Process=

Except for the technicians, the rest of the staff gets paid monthly. Nevertheless, the Commission Process is very similar to the Technicians Payroll Process.

First, the user needs to access the "Commission Due Summary", which is under the "Payroll" section in the "Reports" menu.

Then, and again like in every other module, you need to apply filters. It is very important to filter the status by "payment received," which will show the sites in which each Account Manager has worked during the month. The details - date, the invoice number, the price and commission, and the owner- are the ones the user needs to check to pay the commissions correctly.

[[File:PR13.png|1000px|thumb|center]]

After checking the information is correct, the user only needs to generate a Commission Report, which is the same as the user does for the technicians.

To generate this report, the user needs to access the "Commission Due Report". Then again, apply filters to see one by one the Account Managers and create 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 point, it is the same as the Technician Payroll Process. The user could add items to the salary and erase or edit these items.
Once the user has finished, click on "send by email" to send it to the Account Manager email address, just like the user did in the previous section.

=Quick Access=

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

Dispatch

2021-04-15T15:58:11Z

Editor:

The Dispatch module is primarily used to have a global view of all current and future jobs while tracking their progress, though it has multiple functions and sections.

=Dispatch Dashboard=

The Dispatch Dashboard is an intuitive way to keep track of and follow up on job-related data daily. It 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

At the top of the screen, the user will find a set of filters allowing the user to breakdown the information by time, 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 to the whole dashboard, regardless of the section. The search bar at the top of the screen will allow the user to perform local searches only.

[[File:D1.png|1000px|thumb|center]]

==Tech Detail==

The Tech Detail shows us how many jobs and surveys are scheduled.
The green boxes show how many TRs (Thermal Repairs), hours, and jobs have been scheduled for each technician on that week (remember, the user can change the 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==

Any technicians doing jobs would appear live in the Dispatch Online Feed.

For each job, the fuel tank gauge shows the progress of the job. The user can see the job in progress, the opportunity linked to it, the technician leading the team, the time they arrived, and what time they were supposed to start. In this manner, the system will label the status as either delayed or on time.

Account managers could 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==

Dispatch information shows up here once an account manager sells a job and completes the appropriate paperwork.

[[File:D4.png|750px|thumb|center]]

When a dispatch comes in, it needs to be verified. The user needs to click on the dispatch to check and print the documents, such as approvals and proposals.

[[File:D5.png|750px|thumb|center]]

[[File:D6.png|750px|thumb|center]]

Then the user will need to match up the price on the paperwork with the price on the actual dispatch. They 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 verification, the user marks the dispatch as "checked-in." Once it is checked in, it will show up in the Dispatch section waiting to be scheduled.

==Late Jobs==

This section is to keep track of our surveyors and respond if they are running behind schedule. In an ideal situation, it should be empty.

When assigning enough time for each survey, it is essential to consider the property, visit, traffic, and commute for the surveyor. For instance, a walk with a client usually takes longer than a General Dispatch inspection on a smaller property.

[[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 explained in Dispatches to Check-In, once the surveyors have been checked in, they will show up here in this section.

We have three different kinds of dispatches that will come through:
* '''Normal dispatch:''' This type of dispatch can be scheduled at the company's convenience within a two-week timeframe. Once the dispatch is on the calendar, the client receives an email regarding the team arrival and a picture once the job is done. This type of dispatch shows up in blue color.

* '''Fixed date dispatch:''' In this dispatch, the client is provided with a specific day, date, and time for the job to be done, within the stipulated deadline. In these situations, prompt and clear communication with our clients is required all the time. Please note these jobs will typically be scheduled beyond the two weeks so the company can continue to fit in the regular 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 three-day timeframe. The customer pays a higher rate to get it fixed as soon as possible. This kind of dispatch aims to help eliminate trip and fall situations, such as a grocery store with a pothole in front of its door. This type of dispatch shows up in yellow color.

===How to schedule a dispatch===

The user can schedule a dispatch using either the "drag and drop" method or clicking the golden star on the top right corner of the dispatch.

Using the "drag and drop" method, the user clicks on the dispatch and slides it to either the calendar or the map. A pop-up window will open up, and the user can select the start and end times for the job. Keep in mind the amount of TRs for the job to allow enough time. The company will typically allow 20 minutes per TR; for example, the company would allot 1 hour for completing a 3 TR job.

The window also has different notes made by the surveyors or account managers: about the potholes and the distance to the property from the headquarters, among others.

[[File:D10.png|500px|thumb|center]]

[[File:D11.png|500px|thumb|center]]

[[File:D12.png|500px|thumb|center]]

After that, the user needs to assign the dispatch to a team. To do this, they click on the dropdown arrow next to the button of a truck. One could either choose an existing team already assigned to another job or set up a new team. To set up a new team, choose the team color, for example, gray, and select a team leader. Once the user has selected the team leader, a new window will open up. This time the user needs to choose the crew that will join the truck leader and clicks on the right arrow at the top to bring them over to the new team.

[[File:D13.png|500px|thumb|center]]

[[File:D14.png|500px|thumb|center]]

One could add more people to do the same job. Consider the example of Maryland University, which had ten potholes and a total of 38 TRs. Typically, one team could do this in 2 days, but on a special request from the customer, the team must complete the job on a Sunday. As a result, the company assigned two teams to the 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.

When the user clicks on that golden star, the system will open a window showing the user a list with the nearest places to schedule the dispatch within that time frame. It also gives them the distance and travel time from the headquarters by using the Google Maps API.

The only thing to consider when using this feature is to double-check first whether the user 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 does the user know not to assign the same person to two different teams?===

The system ensures this doesn't happen by first assigning a color to a team and then blocking the team from being selected again. Additionally, every scheduled job is on the calendar, and the user can visually see if either a team or time is already engaged.

===Map-view feature===

The map view feature allows the user to locate potholes in the property by dragging the pin to where the pothole is precisely located. The user can zoom in or zoom out the map view, pull up a full screen, or use the street view option.

Next to this map-view button, the user can use other minor features to access the pictures of the damage, the job specifications, etcetera by moving the cursor over these buttons and reading 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.

When a temporary repair shows up first as a standard dispatch, it is scheduled as a regular job, and once the technician finishes the work, the system will move it to the final dispatch section. The system 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 the company gets many tasks frequently, the users prefer to use the map view instead of the list view- the map view condenses all the tasks in just one place. It allows the company to create more efficient runs for our surveyors out visiting our customers. For instance, the user could schedule the tasks so 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]]

Using different shapes and colors for the pins on the map makes it even more intuitive for the user.

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 a high priority.
* Green GD/PARC- indicates this survey is completed.
(*)General Dispatch

The process of scheduling a survey is very similar to scheduling a task. The only difference is that since we are working on the map, the user needs to click on the survey icon to be scheduled. The system will pop up a window with the survey information, and to schedule it, they need to hit on the calendar icon at the top right corner.

[[File:D21.png|750px|thumb|center]]

Once the user has done it, they need to 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 the user is assigning the survey, the system will display only technicians. They need to click on "view all users" to display all technicians within the system.

[[File:D22.png|750px|thumb|center]]

At the top of the map, the user will find a set of check-boxes with filters to quickly filter the jobs and surveys they see on the map. This feature is handy when a user might want to see only those surveys that need to be scheduled on a new day.

[[File:D23.png|750px|thumb|center]]

=View all dispatches=

Both the " View All Dispatches" feature and the Dispatch Dashboard serve the same purpose: finding and listing dispatch information.

The difference is that in the "View All Dispatches" feature, all information is displayed in standard tables and list views under four primary tabs:

* To be scheduled
* Scheduled
* CWP Final Jobs
* Completed by tech

The surveys tab is located under the menu "Dispatch Tasks."

The Dispatch Dashboard is more user-friendly and contains the map view, the calendar, and many other features.

These two menus (View all dispatches and Dispatch tasks) still have a lot of value, but they are used under particular management situations when analyzing comprehensive 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.

The user needs to select the technician, select the date the person will be off, and finally add a note explaining why that person is taking the day.

Once done, the system will 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=

The Daily Inspection Report is where we keep the log of our technician's check-in. Before technicians check-in and let us know they are ready to start, they have to upload three files over the mobile app. These files are:

* The Timecard
* The Inventory
* The Inspection Card.

As a Timecard, the technicians have to upload a picture of themselves, which will show the date and time and serve as the check-in.

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 the technicians 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

2021-04-15T15:56:36Z

Editor:

=Opportunity=
An opportunity is a defined number and scope of repairs that the client may have authorized.

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. All Opportunities require an already existing RPH or one to be created new.

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 result in a sale. As soon there is a sale, the system converts the Lead to an Account. No Lead or Account can have two opportunities opened simultaneously since an opportunity is a recommendation for one or more repairs.

Busy clients who manage multiple projects at many properties find it hard to follow up with the company and enter into contracts in time. Hence, our salespeople are to 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.

=How are Opportunities generated?=

There are three main ways through which an opportunity is generated:
* 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.

* 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.

* Through marketing and sales efforts: The most common way an Opportunity is created when the client accepts our proposal.

=Opportunity types=

The three main types of opportunities a user can create and their purpose:

'''New Business Opportunity:''' only applies to 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:''' applies to repeat business when we have done work before at a specific address.

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

'''Demo Repair Opportunity:''' is 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 our repairs and our technology, thoroughness, and client service.

'''Flexible Opportunity:''' applies when a customer hires us, but the scope of work is uncertain: the number or size of the potholes on their lot. In this case, they will sign an NTE (Not To Exceed) authorization where our company can fix their potholes up to a certain limit of money that the customer sets. When technicians arrive at the site, they will fix all the potholes they can without going over that limit.

'''CWP Opportunities:''' 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==

Like other modules, it is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. The user can use the search bar 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 a 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 directly printed or copied to the clipboard.

Information shown in these 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 checkmark 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 new tasks
* Send a new email.
* Add a 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

The search bar can be used to refine the search by looking at 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 directly printed or copied to the clipboard.

Information shown in these 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.
* Using the button "Create Opportunity" from the Lead or Account page

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

The system checks for an opened RPH for the Lead/ Account. If the RPH already exists, then the system will redirect the user to the Opportunity creation form.

If there is no RPH created for the Lead/ Account, then the system will ask the user 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.

* Using the Reported PH's tab in the Account/ Lead module by clicking on the money symbol after the RPH has been 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 creation.

First, the system validates an RPH whose status is open, which generates a double relationship between the RPH 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, 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 under unique tabs as follows:
* 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, 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. When the opportunity is generated, most of the information is auto-populated from the Lead or Account directly linked.

By using the Name and Date of Creation of the account, the system sets by default a name, Proposal/ Price Quote, and a probability of 35% for the opportunity.

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

'''Contact:''' Though the information for this part is auto-populated, users can edit the main contact and choose a new one. To do it, they need to tick the check-box and then select the desired contact.

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

'''Billing address:''' 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, including the price.

Users can access information like the number of potholes to fix, the estimated thermal repairs units for each PH, price, pictures, 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. The camera icon in red signifies that no pictures have been uploaded for that PH. Once the pictures have been uploaded, the icon will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means the user has not validated coordinates. 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 large number 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 the 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 by ticking the check-box at the tab's top right corner.

[[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 the origin, 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 pothole's map location.

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

==Documents==

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

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

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

The file owner can also choose between deleting or disabling their files- all general files are accessible through this tab and can be shared 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 the people are working on it, images of the PH, etc.

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

==Events and activities==

This tab shows the Notes, calls, 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 is sorted into 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 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 related to the opportunity will be visualized on this tab or by clicking on the Proposal #. 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 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==

This tab 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 this tab's chronological order.

[[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 the user that performed the activity that triggered the log

==Quote history==

This tab keeps a record of all changes done for the quotes. Modifications 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 a user that performed the activity that triggered the log

==Work history==

This tab keeps a record of all the tasks done for the account, such as opportunity creation, opportunity closed, dispatch created, 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 combining 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.

Regular users can only visualize the three first fields because they usually lack permissions to access dispatch and invoice information. Users 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. The user then clicks on "generate a proposal," which opens up a preview of the PDF file sent to the customer providing all the necessary information.

At this stage, the user has the following check-boxes to choose preset templates with the information to be sent in the proposal.

* Exclude PARC information
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is a 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:''' this section contains 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 number 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:''' this section contains a list of the TRs and the price of each PH.

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

'''COI Request Form:''' this section contains a certificate of the insurance request form.

===Add special discount===

This section contains an administrative privilege where a sales representative who gets a special discount for a customer will first need to create a business case and justify why they want to apply for a discount.

Most of the time, this tool makes 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, the company could apply a discount to make it just $1000.

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

=Reports=

The Reports section provides the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, three reports come in handy to quickly understand how well employees perform in their roles. 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 create a quote and attempt to make sales. This report shows how successful they are, in other words, the conversion rate.

The '''Dispatch Report''' looks at all the opportunities created in a given period. Here one can see and sort all dispatches delivered in a list view using different filters.

The '''Sales Reports''' report looks at all the approved opportunities, in other words, all the actual sales. This report is very simple to use too. Here one can see and sort all sales information delivered in a list view using different filters.

=Closed opportunities=

Winning or closing opportunities is not quite straightforward, and in this module, we attempt to explore other scenarios where
* Sometimes, an opportunity becomes a sale, but then it is canceled.
* Sometimes, the company goes out to do the survey and finds the work requires a paving company, so it closed because it is out of scope.
* Sometimes, the opportunity 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

2021-04-15T15:52:11Z

Editor:

=What is a contact?=

Let's revisit a concept we touched on earlier in this manual: the 3-dimensional dataset and the triangle consisting of the specific site, the human, and the property management.

When we talk about Contacts, we refer to the vast information related to the human beings that manage specific sites and work for particular companies. And those two roles are quite distinct: the company they work for is not typically the same company that manages the property.

=How to create a Contact=

The two most common ways of creating a contact are detailed below:

* Manually using the "New Contact" form: Users create the contact manually through the bar menu in the CRM

* Automatically created by the System: 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 for future re-use.

''Note: When creating a new contact from the Account Module, the system will auto-populate all previously recorded information related to that specific account.''

=New Contact Form=

The user can find contact information in tabs containing different data types, unique for each 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, separated into subsections for better sorting. Please note that this is the same information 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: This tab contains a 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 of all emails 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==
This tab contains a record of 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==
This tab contains a record with all notes made to the contact.

Notes will appear sorted within these 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, such an account is a parent account.

Records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar 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 window allows the user to search for the account the user wants to relate to, and the other window displays the accounts already associated with it. The user can use the search bar 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 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 Contact opportunities. A Contact can have one, two, or more active opportunities simultaneously, 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 the due date of the opportunity
*Closing Date
*Quotes: informs the status of the Quote
*TRs: the number of items included in the opportunity
*Amount: cost/ price
*Stage
*Owner
*Created
*Last activity

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

==History==
This tab 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 the 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 to create a new contact.

==View all contacts==

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

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

The system allows listing all the existing contacts in the database, filtered by specific parameters. The user can use the search bar 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 a 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 using the ''Search'' field (magnifying glass); the system will refine the results to display matches with any field of the shown results.

On the above bar at the top right, there is a button that works as a 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 directly printed or copied to the clipboard.

Information shown in these 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, the user can execute the "send email" feature.
*Prot: indicates if the contact is protected or not.
*Last Activity
*Created
*Owner

From this list, one can access 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. The exact process is followed to delete a contact, but in this case, there is no need to select a destiny contact.

The form to merge accounts is divided into eight sections:

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

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

These sections are optional and can be hidden as they intend to make it easier to select and edit the information the user wants to merge. Only the first section contains mandatory fields that hold the minimum information to 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 the "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=

There is a specific set of actions, common to all 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]]

=Bonus sections=

==Leads and Contacts==

Since Leads are lite records, a user can add only one person while creating a new Lead. The Lead has a parent account and an already existing Contact record for that parent account in several cases. Through the Lead Module, the user can use this button [[File:1.png|50px|inline]] to either add a new contact when creating a Lead or assign an existing contact to that Lead. Simultaneously, the user can also delete the contact assigned to that Lead.

However, the Human record is a different dataset. On the other hand, if the user wanted to edit the Lead record concerning the human, they would need to use the Contact record because it is not part of the Lead but part of the human.

In many cases, the same Contact can be assigned to both a Lead and an Account. For instance, in a large company like Kimco, this happens quite often.

Employees often move jobs but stay within the same industry. They still do the same role, and they still are managing sites but are doing it for different companies. Since all the property sites they use to manage are no longer related to them, and their employers are no longer related to them, we need to update the relationship between the human and the sites in the CRM.

When a contact leaves a company, we can alter that relationship by ticking the button's check-box in the Contact Module.

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

This action automatically removes all relationships with the contact and accounts while preserving all previous records for future evaluation. Once this relationship is terminated, we need to assign a new contact to those properties. Please find below the steps to assign a new contact to existing accounts.

Assume an employee Debbie Keating has left and no longer works for Kimco Realty Corp, and Pothole Repair has unrelated her contact from Kimco as well.

The first step is to access the account (Kimco) linked to that contact, using the Contact tab.

The user can choose one of two options:
# They can create a new contact (no existing records) for the new person taking over all Debbie's properties
# They could relate an existing contact to the account, which is a more straightforward process

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

Once the user has related/ created the contact, the next step is to assign the properties to it.

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

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

What distinguishes Contact from Accounts and Leads is that while Accounts and Leads can exist independently (contain parent/ child/ human information), Contacts have meaning only when assigned or related to an Account or Lead.

==Contact Protection==

Even though explained earlier, it is important to re-iterate that '''what is protected is not the site, but the human.'''

For example: Consider a company like Kimco having hundreds of employees and thousands of properties they manage. It would be considerably challenging for one account manager to cover all Kimco's properties while developing a relationship with all their employees.

When you look at a company like Kimco and its child accounts, the protected sites are safe because the human is protected.

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. From an institutional perspective, the odds of somebody else coming in and annoying Debbie and hurting the process are more significant 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

2021-04-15T15:50:48Z

Editor:

=What is an Account?=

Accounts contain complete customer information generated while creating an RPH and a Lead during the sales process.

When someone accesses an account, they will notice it contains information about the specific site, the human, and the property management company and a record of all the calls, emails, events, and activities of a customer.

Let us remember something we explained in the Lead Module that might help us to understand better 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. These accounts look identical, have the same features, but possess different functions.

For instance, UPS is a package delivery company, and they have many branches across the country, making "UPS Global" a parent account.

In most cases, a parent account's primary purpose is to hold data of all related sites in one central location. When a user accesses a UPS parent account, they 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.

When the user accesses a child account, they will find the same information but for one specific location only.

Another type of parent account called the "self-managed" account is the universal parent account that contains all those smaller accounts without a logical parent account.

== Account protection ==

To avoid a situation where multiple Account Managers manage a single Contact, we have installed a protection feature. For the column labeled "Prot", a green padlock indicates an unprotected contact, and a red padlock indicates that an Account Manager protects it.

[[File:Test.jpg|1000px|frameless|center]]

The addition of contact related to a Lead or an Account always triggers the Protection.

Only the Account Manager responsible for the account holds editing permission during the protection period. Those users who do not have special permissions to edit a contact's data will only keep read-only permissions. Once the time is up and the contact is unprotected, all users can see and edit their information.

In rare cases, an account may have shared ownership. For example, a technician unknowingly creates an RPH on an already existing account. When he loads the RPH, the system allows him to have part of that property- he would not be the true owner of said account but would have the permission to edit it.

== Account and contacts==
When a user modifies an account's contact information, the system automatically changes the account's status to protected so that no one can modify it except the new owner. At the same time, the system protects that account and all those related to said contact.

If a user with sufficient permissions to modify an already protected account makes any modification, the system will restart the protection period for such an account.

The contact is the critical 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 creating a New Account, 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 the user to list and view all the existing Accounts on the platform and quickly identify whether it is a child or parent account. All parent account rows are highlighted in yellow.

The user can view the list of the existing accounts in the database, filtered by specific parameters using the search bar and looking among the shown results.

'''Filters available are:'''
* Bulleted list item
* Owner: filter by the owner of the Account
* Quick Search: filter by a 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 filter is complete, the system will display the results in a list. The user can further refine the results by writing on the "Search" field (magnifying glass) and verifying if there are matches with any field.

On the bar above at the right, there are two buttons available that work as a 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 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 the account.
* Main Contact: is the primary 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 displays 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 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:

*[[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 delete accounts.

When merging an account, the system will move all the related info to the selected destination account and delete the merged account. The system follows the same process to delete an account, but there is no need to select a destiny account.

There are ten sections in the form to merge accounts:
* Account Info
* Child Account Info
* Contact Info
* Opportunity Info
* Events
* Tasks Info
* Notes info
* Emails Info
* Calls info
* Documents Info

These sections make it easier to select and edit the information the user wants to merge. These optional sections can be either hidden or shown. Only the first section "Account Information" contains mandatory fields, 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 the 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 to create Accounts:
* Lead conversation through a "Closed Won" opportunity: Most often, when an Opportunity is closed as won, the lead itself transforms and becomes an account.
* Manual entry: When we get an RPH for a specific business with more than one location, each location requires a separate quote (and Account) created manually. In some cases, creating a parent account with a child for each property is the only way to relate them

The system has two ways to create Accounts manually:
*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.

Both ways require filling the same form, and the process is explained in detail below.

= information contained within an Account=
The user can find information unique to each Account 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, separated into subsections for 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 types 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 the user is working with a Child account, he can select only the parent's contacts. It does not exist, and the user must add it previously.
* Acc Payable: is the contact of the person in charge of processing payments on the client's side (the one who commissions the work).
* Where Obtained
* Self Managed (Checkbox): defines that the account is Self Managed; therefore, it does not have Parent Account.
* Major Player (Checkbox): defines if it is a big account.
* Payment Terms: used to calculate the Invoice Due Date. The customer will be charged with penalties if the invoice is unpaid before the Due Date.
* Account Description

====Compliance Vendor====
A special fee has to be paid to the government when Pothole Repair creates invoices for certain companies. 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 process-related notes and fees.

For example, suppose Pothole repair must pay 5% of an invoice to the government. In that case, 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 is applicable.

'''The fields to set up 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 identify the values of states or cities quickly.

* State
* City
* Street

When validating an address, the system ensures no other account or lead exists with the same address as the one added. If that happens, the system will show a notification 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 systems will use the information on these fields to create the invoices.

Usually, the information is taken from the Billing Address information 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 user should send the invoice.
* Special Billing Instructions: When the job is completed, the user can add notes regarding special billing instructions.

==Map Location==
Using the Google Maps API, 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 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: primary contact of the child account
* Address
* Región
* PARC agreement: indicates if there is any [[PARC|PARC Agreement]] with the child account
* Last activity: The last (any kind of) action triggered on the object
* 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]]

The same set of [[Action_Tabs|Action Tabs]] is 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===
Since editing the main contact will trigger the account protection and change its owner, this important feature allows the user to change the main contact for all the child accounts listed.

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 user can modify the main contact for every single child account.

[[File:4.04.jpg|1000px|center|thumb]]

==Contacts==
Users can find the contacts list for the account, 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 form is 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 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 action 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, including those related to parent and child accounts. 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 created
* Contact: Main contact of the account that holds the Opportunity
* Requested date
* Valid until the due date of the Opportunity
* Closing Date
* Quotes: informs the status of the Quote
* TRs: the number 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?===

To provide excellent service, we have built strategic partnerships with companies that offer related services outside our scope, such as paving, concrete, line striping, seal coating, etc.

We call this service an "External Proposal," a referral to one of our strategic partners to provide any of those services.

There are four possible scenarios:
# Pothole Repairs goes out to inspect their property, and if they have one or more potholes, we will create an opportunity and send them a quote, hoping we get the work.
# It is also possible that in addition to the work above, they also have a broken sidewalk, or the stripes aren't complete, or maybe they have a giant pothole (outside our expertise). In this case, we include a strategic partner to assist us with the job.
# In another case, one of our inspectors might visit a property and note damage (out of our scope) that only a strategic partner can do.
# A final scenario is where our inspector goes out to the lot, and everything is in excellent condition- there is no work for us or our partners to do since everything is in good condition. This scenario is possible only as part of a PARC agreement visit during a property check.

At Pothole Repairs, we ensure high-quality service by resolving our customers' issues by taking responsibility and having the damage fixed by one of our partners or us.

===How to create an external proposal===

There are two ways to create an external proposal:

# Our field inspectors can use the mobile app to either enter details about a pothole or out-of-scope damage. Then, an email is sent to the partner and the client explaining the situation and reason to call someone else to do the job.

# The other way to create an external proposal is manual creation. When a customer calls explaining they need a repair classified "out of scope," the user can create the external proposal. Until the user completes all the information in the system and everybody knows their role, no automated emails are triggered.

The user can visualize all External proposals related to the Account on this tab or create a new External Proposal and link it to the Account by clicking on the "Add External Proposal" button. The user can access the External Proposal from this list by clicking on the Proposal # as well.

The user will visualize the information in the following columns:

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

All the External proposals for a Parent account and related children accounts will be listed too.

==Reported PH’s==
It 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]]

For a Parent account, all the RPHs 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: The system will display the name of the existing opportunity related to the RPH and work as a hyperlink.
* Status: RPH status
* Created by
* Created
* RPH Source
* Source
* RPH Assigned
* Where Obt

The column named Options works as a 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, Calls, 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. When working with a Parent account, the system will show all the events and activities related to all children accounts.

Objects 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 helpful documents shared by all Accounts, such as our W9 and COI Request Form.

[[File:4.09.jpg|1000px|centre|thumb]]

==History==
The system keeps a record of all the activities done on an Account. Any modification or information added/attached is logged 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 the 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")==

The function is used when a customer overpays an invoice or makes a payment without any invoice. Pothole Repair needs to register that the customer has credit available to be used in future work.

If the customer has a payment created on the next invoice generation, the system will detect it and 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 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 with the account.

=Actions that are 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 create an opportunity related to the account quickly. 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 related to the account in which the user is currently 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 a year, and during that year, we will come to the client's property and inspect the lot three times. For each visit, we will provide a report with recommendations. The client is not obligated to carry on with any of those damages.

If the client has a PARC agreement and authorizes the repairs, they get an additional 10% discount on any work they choose or authorize during the year that the PARC agreement is in effect. Plus, the PARC agreement extends the warranty from 12 to 15 months.

Though Pothole Repairs is in charge of visit scheduling throughout the year, 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 operations will be a PARC item.

If a PARC already exists for the account, the system will validate it and not allow a new PARC creation.

====PARC Options====
[[File:418.jpg|frameless]] This feature is only available for users with Admin roles. It is a feature that enables you to either modify the active PARC agreement or delete it.

If deleted, the system will automatically remove the dates and pending events 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

2021-04-15T15:48:44Z

Editor:

From a marketing standpoint, a Lead is a prospect, 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.

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 particular point in time, and it indicates activity to pursue right now.

For that, we need complete information about 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. During the Lead creation form, this minimal set of data is entered to quickly select fields and create the entry without losing any vital information 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 that owns the particular site.

A Lead is also different from 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 is signed, and the opportunity is closed as won, the system automatically converts the Lead into an Account. When the Lead becomes an account, the system enables more features and functions necessary to keep a good business relationship.

In a nutshell, a Lead is a basic permanent record of a specific site.

We can have one or more RPHs within a lead, depending on how long the Lead has been in the system.

=Leads Structure=

No matter if it is a Lead or an Account, the structure for a site is a parent-children relationship. The Parent account can be found as "Management Company" or "Management Account" in the system, and a Lead may or may not be linked to a Parent account. It is essential to point out that a Lead can never be a parent; a Lead can only take a child's place.

[[File:218.jpg|500px|frameless|right]]

For example, a company may have headquarters (parent account) and three subsidiaries (children). Each one of those subsidiaries is the children of the headquarters, 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.

There are three different situations under which a lead can be created:

* The Lead doesn't have a significant account related to it. Therefore it is self-managed.
* The Lead does have a significant (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 essential since many processes (e.g., the invoices sent for the services provided) are defined depending on that.

=How to create a Lead?=

While there are several ways that Leads are generated, please find the four most common ways below:

''' Automatically through the external portal:''' Pothole Repair has some [[Data analysis team|external marketing companies]] working with them. These companies provide support by running various marketing campaigns 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 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 indirectly and call us. So instead of getting the data submitted over the portal, we have to create the Lead'''. In this case, 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
* 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 of 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 primary 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, different from an RPH, has enough information to contact a potential customer and persuade them from a sales perspective. It is possible to add information regarding additional context, a parent company, a manufacturing company, etc.; the data can be constantly updated, and the system will capture all those changes of the historical record of the specific address (site).

When the Lead is created, there are no stages on it. The Lead stays in the system with or without an opportunity being created. But it might be said that a Lead "never dies." Once the opportunity is made, the opportunity will go through different stages until it is closed as won or is closed as lost; if the first scenario happens, the Lead will be converted into an [[accounts|account]] automatically.

A unique Account Manager will manage each Lead to avoid double work and communication with the client to ensure that the Leads are protected and blocked for an individual user. The Lead gets locked by the waterfall hierarchy (please refer to [[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 edit it.

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel, it is possible to access 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 two or more different leads into 1 to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows converting a Lead into an account.

==New Leads==
This option takes the user to the "Create a New Lead" form. For more details on creating 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 the user to list all the existing leads on the platform and quickly review if they have activities or reminders related to 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, it is possible to see the list of the existing Leads in the database, filtered by specific parameters. A search bar can also be used to refine the search by looking at the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:
* '''Owner:''' filter by the owner of the Lead
* '''Quick Search:''' filter by a 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 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===

The My activities tab enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user 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 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 there is no need to select 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 the "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 these 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. In case a user wants to convert the Lead manually, it 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, 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 about the Lead. When creating a new Lead, this information is needed to be filled in for the system to capture the information.

It is separated into subsections to sort the information better.

===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'''

In this section, it is possible to Upload and See images related to the Pothole or the Contact (in case it 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 a 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 not create 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 identify the values of states or cities quickly.

[[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 Surveyor Input data (accurate address information obtained by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any helpful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about the creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

The Map Location shows a satellite view of the site location using the Google Maps API. The user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:219.jpg|700px|frameless|center]]

==Reported PH´s==

It 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==

The user can see and access all the [[opportunity|opportunities]] related to the Lead through this tab. A lead can have only one 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==

The History Tab 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 the 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, some 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 data, and a set of options will be enabled on this page.

This page is the same page used to create leads. When a lead is loaded, the 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 the 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 "Lead Source" is an 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 good, the Reject Lead button informs the Lead's 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'''

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 simultaneously but can have an 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 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 the 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

2021-04-15T14:03:53Z

Editor:

=What is an RPH?=

An RPH (Reported Pothole) is like a lite version of a lead from a business perspective.

Earlier, every time that the company went out and found a pothole, the account managers could create a Lead for it but not capture the follow-up events such as: Did it become a sale or not? Is anyone interested in having us fix it? This process created a lot of duplicates and didn't allow the company to track the sales evolution.

As a result, we decided to differentiate and create a sales process that fit our needs- to track every opportunity over time and connect seamlessly with our customers.

An RPH is a '''reported pothole that exists right now at a site''' and forms the initial step in our process. We know where the pothole is, but we don't know whether it will turn into a Lead or not. Every reported pothole is recorded in our system, whether it is a Lead or an Account.

=What is the difference between a Lead and an Account?=

Leads and Accounts share a lot of information, but the significant difference is whether we have done business with the customer or not. When a Lead has a quote, and the quote becomes a sale, the Lead automatically becomes an Account.

=How is it generated, and when?=

There are several different ways in which RPHs are created.

* Through '''external marketing companies''': With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

The external marketing company will use 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 to know the RPH/ Lead proceeds from their database(*).

* Through '''manual entry''': This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the user to generate the RPH manually.

* Through '''mobile applications''': By far, our mobile applications create the largest number of records in the system. We hire independent contractors, assign them a territory, and give them a license. They are paid to go out, visit every parking lot they can find, and report the potholes in the mobile application. You can find these records in the system with the ''pothole hunter'' label.

(*) We need to know when we get a contact from an independent contractor so they can get paid and credited for it. In some cases, they might also respond to a past customer, follow the same process, and earn the same pay and credit.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by ''Hunter'': Hunters are temporary independent contractors that generate RPHs. As explained earlier, they ''hunt'' potholes.
*Proposal Maker used by ''Surveyors'': Surveyors are full-time employees who visit and inspect sites that have requested a quote.

Both mobile applications allow the user to quickly send the RPH information to the system by following a simple process. The [[Data Analysis Team]] processes the information and analyzes the likelihood of an RPH to become an [[opportunity]] successfully.

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 the information is uploaded, they need to validate the address. The system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with the exact address/ location, through an integration with Google Maps with geolocation.

If the site already exists in the database, then the system will inform the user about it and automatically link to that existing [[Lead]] or [[Accounts|Account]]. As the user finalizes RPH creation, the [[Data Analysis team]] will also need to validate it.

If the site does not exist, then the RPH is created without a linked site, which may be added afterward based on the analysis results performed by the Data Analysis Team. One can quickly identify this event on the screen with the icon [[File:01.1.jpg|frameless]].

== Manual RPH creation (through CRM)==

In the scenario where a customer directly contacts us or requests for a pothole repair, the CRM allows us to create an RPH through a quick process manually. To create an RPH manually, 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 completed, all the information is logged in the system database, no matter the RPH source. This action automatically triggers an email to the assigned user, with two possible results:

*If the site exists, the user needs to verify if the location is linked to the site correctly.
*If the site does not exist, then the user will analyze it and verify its potential.

This process is what we call ''''Detective Work'''' and is explained in the next section.

= What happens once an RPH is created? =

After creation, an RPH can have several outcomes:
* RPH becomes a sale, and we ''close it as won.''
* The RPH does not become a sale but is closed if (a) the decision-maker cannot be reached, (b) lack of interest, or (c) the Account Manager makes a judgment call.

Thus, the system provides the possibility of applying different kinds of statuses to every RPH and Lead and illustrates the level of progress for the sale process.

Every time an RPH is created, the system categorizes it under the ''raw'' status by default. At this point, what we call the ''detective work'' begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

The greatest number of RPHs recorded in the system comes from mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? The detective work begins by determining the contact details of whoever is responsible for the property where the pothole is located. By establishing contact with the responsible person, we can create an opportunity.

===Statuses: The pathways of an RPH===

A special team of Data Analysts checks every RPH recorded in the system.

They check 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 the Data Analysts prioritize these RPHs and the Leads into Tier 1 Leads or Tier 2 Leads. Finally, they will try to answer questions: Does the information 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, though an RPH can go through several statuses and steps, they all come down to the next point:
* There is a chance for a sale or
* There is no chance for a sale

===Nurture P2: a special status===

Another special status is the Nurture P2.

Strategically, from a business perspective, some accounts are more attractive than others.

For instance, Kimco Realty Co. has hundreds of shopping centers overseen by an account manager, potentially providing us with a lot of business. Large Clients, such as Kimco, would have properties nationwide and are categorized as Tier 1 Clients.

On the other hand, consider independent businesses, drug stores, food chains that have 2 or 3 branches within a city. These types of accounts are much smaller than Kimco's but are far more in number. While we may have to put in much more effort to win these accounts (vs. calling one of Kimco's account managers), they are still important and deserve the same quality service as all our clients. Independent businesses would fall under the category Tier 2 Clients.

To attend to Tier 2 Clients, we created a Nurturing program where 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.

Then the system takes over and triggers a fully automated email campaign. The system sends out a series of emails, and according to the Lead's response, the campaign will take them through different pathways until the Lead turns cold or a quote is requested. Once the quote is requested, a sales representative enters to nurture the Lead and make a sale.

The '''program nurtures our T2 potential clients''' by providing them with quality information, individual attention without an excessive investment of time and money.

'''Note: '''When the detective work team makes an error assigning nurture status to an RPH, the system sends an "invalid email" notification (see below). Errors happen when the provided email bounces due to a bad email address, name, spelling mistake, etc., and are resolved by providing accurate, 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 develop the contact further and possible opportunities.

[[File:103.jpg|1024px|frameless|center]]

The information visible from the UI is:
*Moment 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, EG: gas station, shopping mall, etc.
*Assigned to the person responsible for this account.
*Related opportunity: in case it has an RPH assign to it.
*Status: these are useful to quickly see the progress of the detective work executed by the Data Analysis Team.
*Next Action follow up: shows which are the next action scheduled.
*Creator: the person who uploaded the RPH.
*[[RPH#What_options_are_available.3F|Options]]: a set of buttons 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 the "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 appears, 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 access to RPHs and 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 RPH status (if the RPH is associated with an existing account), among 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 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 templates according to the RPH progress level.
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 reported RPH to a specific, existing site Lead or Account in the database to avoid sites' duplication.

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 correct the site assignment if the RPH was incorrectly assigned. Once completed, the system asks for 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, one can quickly convert the RPH 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 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. Using the same function, one can upload audio files and attach them to the RPH.
[[File:111.jpg|400px|frameless|center]]

View History [[File:Viewhistory.jpg|frameless]]

The system saves a log of all the actions done over 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 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 has 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 further information about the RPH.

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 (Emails) 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 quickly creates 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 us 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 ask the user, creating the opportunity, to decide how they would like to proceed. There are two possible options:
*Create Without Splitting: the user will not have access to work with the Item since it is owner-protected.
*Split With Me: The owner access remains the same, but the user can manage the opportunity.

=Quick access=

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

RPH

2021-04-15T13:57:28Z

Editor: /* How is it generated, and when? */

=What is an RPH?=

An RPH (Reported Pothole) is like a lite version of a lead from a business perspective.

Earlier, every time that the company went out and found a pothole, the account managers could create a Lead for it but not capture the follow-up events such as: Did it become a sale or not? Is anyone interested in having us fix it? This process created a lot of duplicates and didn't allow the company to track the sales evolution.

As a result, we decided to differentiate and create a sales process that fit our needs- to track every opportunity over time and connect seamlessly with our customers.

An RPH is a "'reported pothole that exists right now at a site' "and forms the initial step in our process. We know where the pothole is, but we don't know whether it will turn into a Lead or not. Every reported pothole is recorded in our system, whether it is a Lead or an Account.

=What is the difference between a Lead and an Account?=

Leads and Accounts share a lot of information, but the significant difference is whether we have done business with the customer or not. When a Lead has a quote, and the quote becomes a sale, the Lead automatically becomes an Account.

=How is it generated, and when?=

There are several different ways in which RPHs are created.

* Through '''external marketing companies''': With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

The external marketing company will use 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 to know the RPH/ Lead proceeds from their database(*).

* Through '''manual entry''': This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the user to generate the RPH manually.

* Through '''mobile applications''': By far, our mobile applications create the largest number of records in the system. We hire independent contractors, assign them a territory, and give them a license. They are paid to go out, visit every parking lot they can find, and report the potholes in the mobile application. You can find these records in the system with the ''pothole hunter'' label.

(*) We need to know when we get a contact from an independent contractor so they can get paid and credited for it. In some cases, they might also respond to a past customer, follow the same process, and earn the same pay and credit.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by ''Hunter'': Hunters are temporary independent contractors that generate RPHs. As explained earlier, they ''hunt'' potholes.
*Proposal Maker used by ''Surveyors'': Surveyors are full-time employees who visit and inspect sites that have requested a quote.

Both mobile applications allow the user to quickly send the RPH information to the system by following a simple process. The [[Data Analysis Team]] processes the information and analyzes the likelihood of an RPH to become an [[opportunity]] successfully.

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 the information is uploaded, they need to validate the address. The system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with the exact address/ location, through an integration with Google Maps with geolocation.

If the site already exists in the database, then the system will inform the user about it and automatically link to that existing [[Lead]] or [[Accounts|Account]]. As the user finalizes RPH creation, the [[Data Analysis team]] will also need to validate it.

If the site does not exist, then the RPH is created without a linked site, which may be added afterward based on the analysis results performed by the Data Analysis Team. One can quickly identify this event on the screen with the icon "[[File:01.1.jpg|frameless]]".

== Manual RPH creation (through CRM)==

In the scenario where a customer directly contacts us or requests for a pothole repair, the CRM allows us to create an RPH through a quick process manually. To create an RPH manually, 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 completed, all the information is logged in the system database, no matter the RPH source. This action automatically triggers an email to the assigned user, with two possible results:

*If the site exists, the user needs to verify if the location is linked to the site correctly.
*If the site does not exist, then the user will analyze it and verify its potential.

This process is what we call ''''Detective Work'''' and is explained in the next section.

= What happens once an RPH is created? =

After creation, an RPH can have several outcomes:
* RPH becomes a sale, and we "close it as won."
* The RPH does not become a sale but is closed if (a) the decision-maker cannot be reached, (b) lack of interest, or (c) the Account Manager makes a judgment call.

Thus, the system provides the possibility of applying different kinds of statuses to every RPH and Lead and illustrates the level of progress for the sale process.

Every time an RPH is created, the system categorizes it under the "raw" status by default. At this point, what we call the "detective work" begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

The greatest number of RPHs recorded in the system comes from mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? The detective work begins by determining the contact details of whoever is responsible for the property where the pothole is located. By establishing contact with the responsible person, we can create an opportunity.

===Statuses: The pathways of an RPH===

A special team of Data Analysts checks every RPH recorded in the system.

They check 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 the Data Analysts prioritize these RPHs and the Leads into Tier 1 Leads or Tier 2 Leads. Finally, they will try to answer questions: Does the information 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, though an RPH can go through several statuses and steps, they all come down to the next point:
* There is a chance for a sale or
* There is no chance for a sale

===Nurture P2: a special status===

Another special status is the Nurture P2.

Strategically, from a business perspective, some accounts are more attractive than others.

For instance, Kimco Realty Co. has hundreds of shopping centers overseen by an account manager, potentially providing us with a lot of business. Large Clients, such as Kimco, would have properties nationwide and are categorized as Tier 1 Clients.

On the other hand, consider independent businesses, drug stores, food chains that have 2 or 3 branches within a city. These types of accounts are much smaller than Kimco's but are far more in number. While we may have to put in much more effort to win these accounts (vs. calling one of Kimco's account managers), they are still important and deserve the same quality service as all our clients. Independent businesses would fall under the category Tier 2 Clients.

To attend to Tier 2 Clients, we created a Nurturing program where 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.

Then the system takes over and triggers a fully automated email campaign. The system sends out a series of emails, and according to the Lead's response, the campaign will take them through different pathways until the Lead turns cold or a quote is requested. Once the quote is requested, a sales representative enters to nurture the Lead and make a sale.

The "'program nurtures our T2 potential clients'" by providing them with quality information, individual attention without an excessive investment of time and money.

"'Note:' "When the detective work team makes an error assigning nurture status to an RPH, the system sends an "invalid email" notification (see below). Errors happen when the provided email bounces due to a bad email address, name, spelling mistake, etc., and are resolved by providing accurate, 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 develop the contact further and possible opportunities.

[[File:103.jpg|1024px|frameless|center]]

The information visible from the UI is:
*Moment 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, EG: gas station, shopping mall, etc.
*Assigned to the person responsible for this account.
*Related opportunity: in case it has an RPH assign to it.
*Status: these are useful to quickly see the progress of the detective work executed by the Data Analysis Team.
*Next Action follow up: shows which are the next action scheduled.
*Creator: the person who uploaded the RPH.
*[[RPH#What_options_are_available.3F|Options]]: a set of buttons 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 the "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 appears, 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 access to RPHs and 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 RPH status (if the RPH is associated with an existing account), among 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 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 templates according to the RPH progress level.
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 reported RPH to a specific, existing site Lead or Account in the database to avoid sites' duplication.

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 correct the site assignment if the RPH was incorrectly assigned. Once completed, the system asks for 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, one can quickly convert the RPH 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 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. Using the same function, one can upload audio files and attach them to the RPH.
[[File:111.jpg|400px|frameless|center]]

View History [[File:Viewhistory.jpg|frameless]]

The system saves a log of all the actions done over 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 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 has 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 further information about the RPH.

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 (Emails) 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 quickly creates 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 us 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 ask the user, creating the opportunity, to decide how they would like to proceed. There are two possible options:
*Create Without Splitting: the user will not have access to work with the Item since it is owner-protected.
*Split With Me: The owner access remains the same, but the user can manage the opportunity.

=Quick access=

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

Lead

2021-04-13T22:46:10Z

Editor:

From a marketing standpoint, a Lead is a prospect, 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.

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 particular point in time, and it indicates activity to pursue right now.

For that, we need complete information about 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. During the Lead creation form, this minimal set of data is entered to quickly select fields and create the entry without losing any vital information 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 that owns the particular site.

A Lead is also different from 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 is signed, and the opportunity is closed as won, the system automatically converts the Lead into an Account. When the Lead becomes an account, the system enables more features and functions necessary to keep a good business relationship.

In a nutshell, a Lead is a basic permanent record of a specific site.

We can have one or more RPHs within a lead, depending on how long the Lead has been in the system.

=Leads Structure=

No matter if it is a Lead or an Account, the structure for a site is a parent-children relationship. The Parent account can be found as "Management Company" or "Management Account" in the system, and a Lead may or may not be linked to a Parent account. It is essential to point out that a Lead can never be a parent; a Lead can only take a child's place.

[[File:218.jpg|500px|frameless|right]]

For example, a company may have headquarters (parent account) and three subsidiaries (children). Each one of those subsidiaries is the children of the headquarters, 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.

There are three different situations under which a lead can be created:

* The Lead doesn't have a significant account related to it. Therefore it is self-managed.
* The Lead does have a significant (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 essential since many processes (e.g., the invoices sent for the services provided) are defined depending on that.

=How to create a Lead?=

While there are several ways that Leads are generated, please find the four most common ways below:

"' Automatically through the external portal:'" Pothole Repair has some [[Data analysis team|external marketing companies]] working with them. These companies provide support by running various marketing campaigns 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 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 indirectly calls in directly to us. So instead of getting the data submitted over the portal, we have to create the Lead'". In this case, 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
* 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 of 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 primary 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, different from an RPH, has enough information to contact a potential customer and persuade them from a sales perspective. It is possible to add information regarding additional context, a parent company, a manufacturing company, etc.; the data can be constantly updated, and the system will capture all those changes of the historical record of the specific address (site).

When the Lead is created, there are no stages on it. The Lead stays in the system with or without an opportunity being created. But it might be said that a Lead "never dies." Once the opportunity is made, the opportunity will go through different stages until it is closed as won or is closed as lost; if the first scenario happens, the Lead will be converted into an [[accounts|account]] automatically.

A unique Account Manager will manage each Lead to avoid double work and communication with the client to ensure that the Leads are protected and blocked for an individual user. The Lead gets locked by the waterfall hierarchy (please refer to [[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 edit it.

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel, it is possible to access 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 two or more different leads into 1 to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows converting a Lead into an account.

==New Leads==
This option takes the user to the "Create a New Lead" form. For more details on creating 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 the user to list all the existing leads on the platform and quickly review if they have activities or reminders related to 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, it is possible to see the list of the existing Leads in the database, filtered by specific parameters. A search bar can also be used to refine the search by looking at the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:
*" 'Owner:'" filter by the owner of the Lead
*" 'Quick Search:'" filter by a 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 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===

The My activities tab enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user 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 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 there is no need to select 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 the "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 these 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. In case a user wants to convert the Lead manually, it 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, 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 about the Lead. When creating a new Lead, this information is needed to be filled in for the system to capture the information.

It is separated into subsections to sort the information better.

===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'''

In this section, it is possible to Upload and See images related to the Pothole or the Contact (in case it 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 a 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 not create 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 identify the values of states or cities quickly.

[[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 Surveyor Input data (accurate address information obtained by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any helpful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about the creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

The Map Location shows a satellite view of the site location using the Google Maps API. The user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:219.jpg|700px|frameless|center]]

==Reported PH´s==

It 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==

The user can see and access all the [[opportunity|opportunities]] related to the Lead through this tab. A lead can have only one 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==

The History Tab 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 the 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, some 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 data, and a set of options will be enabled on this page.

This page is the same page used to create leads. When a lead is loaded, the 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 the 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 "Lead Source" is an 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 good, the Reject Lead button informs the Lead's 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'''

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 simultaneously but can have an 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 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 the 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]]

Lead

2021-04-13T22:43:38Z

Editor:

From a marketing standpoint, a Lead is a prospect, 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.

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 particular point in time, and it indicates activity to pursue right now.

For that, we need complete information about 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. During the Lead creation form, this minimal set of data is entered to quickly select fields and create the entry without losing any vital information 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 that owns the particular site.

A Lead is also different from 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 is signed, and the opportunity is closed as won, the system automatically converts the Lead into an Account. When the Lead becomes an account, the system enables more features and functions necessary to keep a good business relationship.

In a nutshell, a Lead is a basic permanent record of a specific site.

We can have one or more RPHs within a lead, depending on how long the Lead has been in the system.

=Leads Structure=

No matter if it is a Lead or an Account, the structure for a site is a parent-children relationship. The Parent account can be found as "Management Company" or "Management Account" in the system, and a Lead may or may not be linked to a Parent account. It is essential to point out that a Lead can never be a parent; a Lead can only take a child's place.

[[File:218.jpg|500px|frameless|right]]

For example, a company may have headquarters (parent account) and three subsidiaries (children). Each one of those subsidiaries is the children of the headquarters, 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.

There are three different situations under which a lead can be created:

* The Lead doesn't have a significant account related to it. Therefore it is self-managed.
* The Lead does have a significant (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 essential since many processes (e.g., the invoices sent for the services provided) are defined depending on that.

=How to create a Lead?=

While there are several ways that Leads are generated, please find the four most common ways below:

"' Automatically through the external portal:'" Pothole Repair has some [[Data analysis team|external marketing companies]] working with them. These companies provide support by running various marketing campaigns 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 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 indirectly calls in directly to us. So instead of getting the data submitted over the portal, we have to create the Lead'". In this case, 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
* 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 of 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 primary 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, different from an RPH, has enough information to contact a potential customer and persuade them from a sales perspective. It is possible to add information regarding additional context, a parent company, a manufacturing company, etc.; the data can be constantly updated, and the system will capture all those changes of the historical record of the specific address (site).

When the Lead is created, there are no stages on it. The Lead stays in the system with or without an opportunity being created. But it might be said that a Lead "never dies." Once the opportunity is made, the opportunity will go through different stages until it is closed as won or is closed as lost; if the first scenario happens, the Lead will be converted into an [[accounts|account]] automatically.

A unique Account Manager will manage each Lead to avoid double work and communication with the client to ensure that the Leads are protected and blocked for an individual user. The Lead gets locked by the waterfall hierarchy (please refer to [[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 edit it.

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel, it is possible to access 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 two or more different leads into 1 to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows converting a Lead into an account.

==New Leads==
This option takes the user to the "Create a New Lead" form. For more details on creating 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 the user to list all the existing leads on the platform and quickly review if they have activities or reminders related to 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, it is possible to see the list of the existing Leads in the database, filtered by specific parameters. A search bar can also be used to refine the search by looking at the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:
*" 'Owner:'" filter by the owner of the Lead
*" 'Quick Search:'" filter by a 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 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===

The My activities tab enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user 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 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 there is no need to select 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 the "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 these 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. In case a user wants to convert the Lead manually, it 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, 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 about the Lead. When creating a new Lead, this information is needed to be filled in for the system to capture the information.

It is separated into subsections to sort the information better.

===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'''

In this section, it is possible to Upload and See images related to the Pothole or the Contact (in case it 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 a 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 not create 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 identify the values of states or cities quickly.

[[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 Surveyor Input data (accurate address information obtained by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any helpful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about the creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

The Map Location shows a satellite view of the site location using the Google Maps API. The user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:219.jpg|700px|frameless|center]]

==Reported PH´s==

It 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==

The user can see and access all the [[opportunity|opportunities]] related to the Lead through this tab. A lead can have only one 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==

The History Tab 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 the 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, some 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 data, and a set of options will be enabled on this page.

This page is the same page used to create leads. When a lead is loaded, the 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 the 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 "Lead Source" is an 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 good, the Reject Lead button informs the Lead's 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'''

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 simultaneously but can have an 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 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 the 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]]

Accounts

2021-04-13T22:03:54Z

Editor:

=What is an Account?=

Accounts contain complete customer information generated while creating an RPH and a Lead during the sales process.

When someone accesses an account, they will notice it contains information about the specific site, the human, and the property management company and a record of all the calls, emails, events, and activities of a customer.

Let us remember something we explained in the Lead Module that might help us to understand better 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. These accounts look identical, have the same features, but possess different functions.

For instance, UPS is a package delivery company, and they have many branches across the country, making "UPS Global" a parent account.

In most cases, a parent account's primary purpose is to hold data of all related sites in one central location. When a user accesses a UPS parent account, they 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.

When the user accesses a child account, they will find the same information but for one specific location only.

Another type of parent account called the "self-managed" account is the universal parent account that contains all those smaller accounts without a logical parent account.

== Account protection ==

To avoid a situation where multiple Account Managers manage a single Contact, we have installed a protection feature. For the column labeled "Prot", a green padlock indicates an unprotected contact, and a red padlock indicates that an Account Manager protects it.

[[File:Test.jpg|1000px|frameless|center]]

The addition of contact related to a Lead or an Account always triggers the Protection.

Only the Account Manager responsible for the account holds editing permission during the protection period. Those users who do not have special permissions to edit a contact's data will only keep read-only permissions. Once the time is up and the contact is unprotected, all users can see and edit their information.

In rare cases, an account may have shared ownership. For example, a technician unknowingly creates an RPH on an already existing account. When he loads the RPH, the system allows him to have part of that property- he would not be the true owner of said account but would have the permission to edit it.

== Account and contacts==
When a user modifies an account's contact information, the system automatically changes the account's status to protected so that no one can modify it except the new owner. At the same time, the system protects that account and all those related to said contact.

If a user with sufficient permissions to modify an already protected account makes any modification, the system will restart the protection period for such an account.

The contact is the critical 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 creating a New Account, 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 the user to list and view all the existing Accounts on the platform and quickly identify whether it is a child or parent account. All parent account rows are highlighted in yellow.

The user can view the list of the existing accounts in the database, filtered by specific parameters using the search bar and looking among the shown results.

'''Filters available are:'''
* Bulleted list item
* Owner: filter by the owner of the Account
* Quick Search: filter by a 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 filter is complete, the system will display the results in a list. The user can further refine the results by writing on the "Search" field (magnifying glass) and verifying if there are matches with any field.

On the bar above at the right, there are two buttons available that work as a 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 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 the account.
* Main Contact: is the primary 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 displays 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 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:

*[[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 delete accounts.

When merging an account, the system will move all the related info to the selected destination account and delete the merged account. The system follows the same process to delete an account, but there is no need to select a destiny account.

There are ten sections in the form to merge accounts:
* Account Info
* Child Account Info
* Contact Info
* Opportunity Info
* Events
* Tasks Info
* Notes info
* Emails Info
* Calls info
* Documents Info

These sections make it easier to select and edit the information the user wants to merge. These optional sections can be either hidden or shown. Only the first section "Account Information" contains mandatory fields, 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 the 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 to create Accounts:
* Lead conversation through a 'Closed Won" opportunity: Most often, when an Opportunity is closed as won, the lead itself transforms and becomes an account.
* Manual entry: When we get an RPH for a specific business with more than one location, each location requires a separate quote (and Account) created manually. In some cases, creating a parent account with a child for each property is the only way to relate them

The system has two ways to create Accounts manually:
*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.

Both ways require filling the same form, and the process is explained in detail below.

= information contained within an Account=
The user can find information unique to each Account 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, separated into subsections for 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 types 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 the user is working with a Child account, he can select only the parent's contacts. It does not exist, and the user must add it previously.
* Acc Payable: is the contact of the person in charge of processing payments on the client's side (the one who commissions the work).
* Where Obtained
* Self Managed (Checkbox): defines that the account is Self Managed; therefore, it does not have Parent Account.
* Major Player (Checkbox): defines if it is a big account.
* Payment Terms: used to calculate the Invoice Due Date. The customer will be charged with penalties if the invoice is unpaid before the Due Date.
* Account Description

====Compliance Vendor====
A special fee has to be paid to the government when Pothole Repair creates invoices for certain companies. 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 process-related notes and fees.

For example, suppose Pothole repair must pay 5% of an invoice to the government. In that case, 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 is applicable.

"'The fields to set up 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 identify the values of states or cities quickly.

* State
* City
* Street

When validating an address, the system ensures no other account or lead exists with the same address as the one added. If that happens, the system will show a notification 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 systems will use the information on these fields to create the invoices.

Usually, the information is taken from the Billing Address information 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 user should send the invoice.
* Special Billing Instructions: When the job is completed, the user can add notes regarding special billing instructions.

==Map Location==
Using the Google Maps API, 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 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: primary contact of the child account
* Address
* Región
* PARC agreement: indicates if there is any [[PARC|PARC Agreement]] with the child account
* Last activity: The last (any kind of) action triggered on the object
* 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]]

The same set of [[Action_Tabs|Action Tabs]] is 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===
Since editing the main contact will trigger the account protection and change its owner, this important feature allows the user to change the main contact for all the child accounts listed.

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 user can modify the main contact for every single child account.

[[File:4.04.jpg|1000px|center|thumb]]

==Contacts==
Users can find the contacts list for the account, 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 form is 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 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 action 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, including those related to parent and child accounts. 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 created
* Contact: Main contact of the account that holds the Opportunity
* Requested date
* Valid until the due date of the Opportunity
* Closing Date
* Quotes: informs the status of the Quote
* TRs: the number 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?===

To provide excellent service, we have built strategic partnerships with companies that offer related services outside our scope, such as paving, concrete, line striping, seal coating, etc.

We call this service an "External Proposal," a referral to one of our strategic partners to provide any of those services.

There are four possible scenarios:
# Pothole Repairs goes out to inspect their property, and if they have one or more potholes, we will create an opportunity and send them a quote, hoping we get the work.
# It is also possible that in addition to the work above, they also have a broken sidewalk, or the stripes aren't complete, or maybe they have a giant pothole (outside our expertise). In this case, we include a strategic partner to assist us with the job.
# In another case, one of our inspectors might visit a property and note damage (out of our scope) that only a strategic partner can do.
# A final scenario is where our inspector goes out to the lot, and everything is in excellent condition- there is no work for us or our partners to do since everything is in good condition. This scenario is possible only as part of a PARC agreement visit during a property check.

At Pothole Repairs, we ensure high-quality service by resolving our customers' issues by taking responsibility and having the damage fixed by one of our partners or us.

===How to create an external proposal===

There are two ways to create an external proposal:

# Our field inspectors can use the mobile app to either enter details about a pothole or an"out of scope damage. Then, an email is sent to the partner and the client explaining the situation and reason to call someone else to do the job.

# The other way to create an external proposal is manual creation. When a customer calls explaining they need a repair classified "out of scope," the user can create the external proposal. Until the user completes all the information in the system and everybody knows their role, no automated emails are triggered.

The user can visualize all External proposals related to the Account on this tab or create a new External Proposal and link it to the Account by clicking on the "Add External Proposal" button. The user can access the External Proposal from this list by clicking on the Proposal # as well.

The user will visualize the information in the following columns:

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

All the External proposals for a Parent account and related children accounts will be listed too.

==Reported PH’s==
It 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]]

For a Parent account, all the RPHs 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: The system will display the name of the existing opportunity related to the RPH and work as a hyperlink.
* Status: RPH status
* Created by
* Created
* RPH Source
* Source
* RPH Assigned
* Where Obt

The column named Options works as a 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, Calls, 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. When working with a Parent account, the system will show all the events and activities related to all children accounts.

Objects 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 helpful documents shared by all Accounts, such as our W9 and COI Request Form.

[[File:4.09.jpg|1000px|centre|thumb]]

==History==
The system keeps a record of all the activities done on an Account. Any modification or information added/attached is logged 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 the 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")==

The function is used when a customer overpays an invoice or makes a payment without any invoice. Pothole Repair needs to register that the customer has credit available to be used in future work.

If the customer has a payment created on the next invoice generation, the system will detect it and 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 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 with the account.

=Actions that are 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 create an opportunity related to the account quickly. 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 related to the account in which the user is currently 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 a year, and during that year, we will come to the client's property and inspect the lot three times. For each visit, we will provide a report with recommendations. The client is not obligated to carry on with any of those damages.

If the client has a PARC agreement and authorizes the repairs, they get an additional 10% discount on any work they choose or authorize during the year that the PARC agreement is in effect. Plus, the PARC agreement extends the warranty from 12 to 15 months.

Though Pothole Repairs is in charge of visit scheduling throughout the year, 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 operations will be a PARC item.

If a PARC already exists for the account, the system will validate it and not allow a new PARC creation.

====PARC Options====
[[File:418.jpg|frameless]] This feature is only available for users with Admin roles. It is a feature that enables you to either modify the active PARC agreement or delete it.

If deleted, the system will automatically remove the dates and pending events 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]]

RPH

2021-04-13T22:02:25Z

Editor:

=What is an RPH?=

An RPH (Reported Pothole) is like a lite version of a lead from a business perspective.

Earlier, every time that the company went out and found a pothole, the account managers could create a Lead for it but not capture the follow-up events such as: Did it become a sale or not? Is anyone interested in having us fix it? This process created a lot of duplicates and didn't allow the company to track the sales evolution.

As a result, we decided to differentiate and create a sales process that fit our needs- to track every opportunity over time and connect seamlessly with our customers.

An RPH is a "'reported pothole that exists right now at a site' "and forms the initial step in our process. We know where the pothole is, but we don't know whether it will turn into a Lead or not. Every reported pothole is recorded in our system, whether it is a Lead or an Account.

=What is the difference between a Lead and an Account?=

Leads and Accounts share a lot of information, but the significant difference is whether we have done business with the customer or not. When a Lead has a quote, and the quote becomes a sale, the Lead automatically becomes an Account.

=How is it generated, and when?=

There are several different ways in which RPHs are created.

* Through "'external marketing companies'": With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

The external marketing company will use 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 to know the RPH/ Lead proceeds from their database(*).

* Through "'manual entry'": This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the user to generate the RPH manually.

* Through "'mobile applications'": By far, our mobile applications create the largest number of records in the system. We hire independent contractors, assign them a territory, and give them a license. They are paid to go out, visit every parking lot they can find, and report the potholes in the mobile application. You can find these records in the system with the "pothole hunter" label.

(*) We need to know when we get a contact from an independent contractor so they can get paid and credited for it. In some cases, they might also respond to a past customer, follow the same process, and earn the same pay and credit.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by "Hunters": Hunters are temporary independent contractors that generate RPHs. As explained earlier, they "hunt" potholes.
*Proposal Maker used by "Surveyors": Surveyors are full-time employees who visit and inspect sites that have requested a quote.

Both mobile applications allow the user to quickly send the RPH information to the system by following a simple process. The [[Data Analysis Team]] processes the information and analyzes the likelihood of an RPH to become an [[opportunity]] successfully.

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 the information is uploaded, they need to validate the address. The system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with the exact address/ location, through an integration with Google Maps with geolocation.

If the site already exists in the database, then the system will inform the user about it and automatically link to that existing [[Lead]] or [[Accounts|Account]]. As the user finalizes RPH creation, the [[Data Analysis team]] will also need to validate it.

If the site does not exist, then the RPH is created without a linked site, which may be added afterward based on the analysis results performed by the Data Analysis Team. One can quickly identify this event on the screen with the icon "[[File:01.1.jpg|frameless]]".

== Manual RPH creation (through CRM)==

In the scenario where a customer directly contacts us or requests for a pothole repair, the CRM allows us to create an RPH through a quick process manually. To create an RPH manually, 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 completed, all the information is logged in the system database, no matter the RPH source. This action automatically triggers an email to the assigned user, with two possible results:

*If the site exists, the user needs to verify if the location is linked to the site correctly.
*If the site does not exist, then the user will analyze it and verify its potential.

This process is what we call " "Detective Work" "and it is explained in the next section.

= What happens once an RPH is created? =

After creation, an RPH can have several outcomes:
* RPH becomes a sale, and we "close it as won."
* The RPH does not become a sale but is closed if (a) the decision-maker cannot be reached, (b) lack of interest, or (c) the Account Manager makes a judgment call.

Thus, the system provides the possibility of applying different kinds of statuses to every RPH and Lead and illustrates the level of progress for the sale process.

Every time an RPH is created, the system categorizes it under the "raw" status by default. At this point, what we call the "detective work" begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

The greatest number of RPHs recorded in the system comes from mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? The detective work begins by determining the contact details of whoever is responsible for the property where the pothole is located. By establishing contact with the responsible person, we can create an opportunity.

===Statuses: The pathways of an RPH===

A special team of Data Analysts checks every RPH recorded in the system.

They check 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 the Data Analysts prioritize these RPHs and the Leads into Tier 1 Leads or Tier 2 Leads. Finally, they will try to answer questions: Does the information 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, though an RPH can go through several statuses and steps, they all come down to the next point:
* There is a chance for a sale or
* There is no chance for a sale

===Nurture P2: a special status===

Another special status is the Nurture P2.

Strategically, from a business perspective, some accounts are more attractive than others.

For instance, Kimco Realty Co. has hundreds of shopping centers overseen by an account manager, potentially providing us with a lot of business. Large Clients, such as Kimco, would have properties nationwide and are categorized as Tier 1 Clients.

On the other hand, consider independent businesses, drug stores, food chains that have 2 or 3 branches within a city. These types of accounts are much smaller than Kimco's but are far more in number. While we may have to put in much more effort to win these accounts (vs. calling one of Kimco's account managers), they are still important and deserve the same quality service as all our clients. Independent businesses would fall under the category Tier 2 Clients.

To attend to Tier 2 Clients, we created a Nurturing program where 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.

Then the system takes over and triggers a fully automated email campaign. The system sends out a series of emails, and according to the Lead's response, the campaign will take them through different pathways until the Lead turns cold or a quote is requested. Once the quote is requested, a sales representative enters to nurture the Lead and make a sale.

The "'program nurtures our T2 potential clients'" by providing them with quality information, individual attention without an excessive investment of time and money.

"'Note:' "When the detective work team makes an error assigning nurture status to an RPH, the system sends an "invalid email" notification (see below). Errors happen when the provided email bounces due to a bad email address, name, spelling mistake, etc., and are resolved by providing accurate, 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 develop the contact further and possible opportunities.

[[File:103.jpg|1024px|frameless|center]]

The information visible from the UI is:
*Moment 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, EG: gas station, shopping mall, etc.
*Assigned to the person responsible for this account.
*Related opportunity: in case it has an RPH assign to it.
*Status: these are useful to quickly see the progress of the detective work executed by the Data Analysis Team.
*Next Action follow up: shows which are the next action scheduled.
*Creator: the person who uploaded the RPH.
*[[RPH#What_options_are_available.3F|Options]]: a set of buttons 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 the "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 appears, 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 access to RPHs and 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 RPH status (if the RPH is associated with an existing account), among 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 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 templates according to the RPH progress level.
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 reported RPH to a specific, existing site Lead or Account in the database to avoid sites' duplication.

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 correct the site assignment if the RPH was incorrectly assigned. Once completed, the system asks for 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, one can quickly convert the RPH 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 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. Using the same function, one can upload audio files and attach them to the RPH.
[[File:111.jpg|400px|frameless|center]]

View History [[File:Viewhistory.jpg|frameless]]

The system saves a log of all the actions done over 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 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 has 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 further information about the RPH.

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 (Emails) 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 quickly creates 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 us 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 ask the user, creating the opportunity, to decide how they would like to proceed. There are two possible options:
*Create Without Splitting: the user will not have access to work with the Item since it is owner-protected.
*Split With Me: The owner access remains the same, but the user can manage the opportunity.

=Quick access=

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

Intro

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=General structure of the system=

Pothole Repair is a service company that performs pothole and asphalt repairs. Our company follows a 3-dimensional dataset that informs our processes and allows us to generate revenues:

* '''Specific Site:''' The geographical location of the pothole, informed by an immutable, physical address.

* '''Property management company:''' The company or human that runs the property/ site and is responsible for property management, rent collection, property maintenance, etc.

* '''Human:''' The person who owns responsibility and decision-making capability over the site. That human may or may not (a) be present at the site, (b) manage many other sites, or (c) work for the company on that site.

In many cases, the human works for the property management company hired by the property owner.

[[File:Business Dimensions.png|frameless|center]]

In our business, change is constant. Sometimes the Management Company may change, and the human remains the same, or the management company remains the same, but the human leaves, and a new person takes over.

This dataset, implemented company-wide, forms the backbone of our process and is structured to easily change each part of this triangle's information without losing the traceability of those changes and keep close, constant contact with the customers.

Main Page

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Editor:

Congratulations and welcome to Pothole Repair!

At Pothole Repair, the institutional environment 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 admirable qualities, you will see these ideals demonstrated by our actions and deeds daily.

Please keep in mind the following guidelines while 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 as you wish to be treated: with respect, integrity, and a sincere interest in providing assistance.
* Take pride in doing your job well, even when no one is watching.
* Remember why you are working- take time to enjoy your family and a balanced work-life.
* Be productive, focus on meeting essential goals and achievements as opposed to simply staying busy. Activity and productivity are not the same.

At Pothole Repair, the Account Management role is executive level and professional. We have high expectations for you to grow within this organization and hope you are ambitious, capable, and motivated. This manual contains 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]]
*[[Dashboards]]

==Miscellaneuos==

*[[History of Asphalt]]
*[[Pothole Patching]]
*[[Glossary|Terms and Definitions]]
*[[Action_Tabs|Action Tabs]]

Invoices and Payroll

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=Invoices and Payroll=

When an opportunity is created, it becomes a dispatch. When the dispatch is finished, it will give way to the next step. Each module works in tandem with other modules in the CRM. This module, Invoices, and Payroll, is the last step of the workflow.

=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.

The user needs to go to the Dispatch Dashboard and click on any job under the section "Completed by tech."

[[File:I1.png|1000px|thumb|center]]

This action will take you to the actual dispatch work page.

Here the user is going to create the invoice. To do it, click on the "create an invoice" button after selecting the option for "Edit Mode." Then this action will take us to the next screen, in which the user needs 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 job's quality. When you choose "Not Completed" or "Poor Quality," the system triggers a remedial repair to fix it.

Once the fix is accepted, click 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," the user needs to save it and continue verifying a few more things. Remember, the user must keep a backup copy for every document generated during this process.

Under the "products" tab, the user has to double-check that items sold match items completed. 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," the user needs to verify that the account manager's documents match what is on the product table.

Then the user must check whether the person who is going to receive the invoice is the correct one, and the same applies to the address. Sometimes the system confuses the billing address with the contact address, so it is essential to always check this information with the one in the account module to avoid sending the invoice to the wrong address.

Another important section here is "Invoice detail," where you can see notes from the account manager and the payment terms. The company usually has a Net ten days term for payment, but of course, it can be modified for more extended periods if needed.

Remember that most of the tab information is auto-populated from the Account and Opportunity modules, so it is imperative to double-check the information is correct.

[[File:I5.png|1000px|thumb|center]]

Once everything has been verified, the user 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 fill in the due date and save it."

[[File:I14.png|1000px|thumb|center]]

Here the user takes a final look to make sure everything is correct and then saves it.

[[File:I10.png|750px|thumb|center]]

If the opportunity type is "New Business," the user must always attach an ethical compliance document.

[[File:I8.png|1000px|thumb|center]]

If the client had bought a PARC Agreement, the user would have to add it by clicking the button "Add New PARC," which is on the screen's top right corner. A window will pop up 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, the user 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 the user needs to change it to "job completed - invoice to review" once the user has uploaded all the necessary documents.

[[File:I6.png|1000px|thumb|center]]

Once all this is done, the user wants 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 you want to send and click on "Send By Email."

[[File:I12.png|1000px|thumb|center]]

The next step will be selecting the appropriate email template. Like the user explained in previous modules, the idea of these templates it's to communicate the correct information to our customers.

After the user has sent the email with all the information for our customer, the user can consider the invoicing process finished.

[[File:I13.png|1000px|thumb|center]]

Finally, the user needs to change the status once again to "Job Completed - Invoice Sent."

=Invoice Payment Process=

What the user will see now is the process the user needs to follow when the user receives the payment of an invoice. This process applies to regular invoices where 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 starts with the search of the invoice. First, the user needs to access the Invoice Payment Menu and then do the search.

Just like in previous modules, the user has many ways to search. The user could filter the information by dates, status, owner, etc. In this case, the user is using the Invoice Number.

[[File:IP 1.png|1000px|thumb|center]]

Once the user has the correct invoice, the user needs 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 the user has verified the information matches, it is time to process the payment. This process is very simple, 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 invoice's status to "Payment Received."

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

This image 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 bottom of the screen for tracking purposes.

[[File:IP 7.png|1000px|thumb|center]]

"Note: the user could manually add all the details for a new payment by filling each bracket one by one. Of course, as the user may expect, this way is longer and harder. So if the user is choosing in it, when you finish adding the new payment, remember to change the status too."

=Invoice Menu=

==View all invoices==

The module's power page is where the user can access all the invoices ever created in the CRM.

[[File:I15.png|1000px|thumb|center]]

==Invoice payments==

Here you can see deposit payments. These are not total payments.

Sometimes our customers know they will have to pay a hefty bill, so they prefer to put a deposit down before the job is done.

In such cases, when the invoice is generated, the system detects that deposit and subtracts the money.

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==

The "invoice payments" option to add a payment is the same as the invoice, under the tab for "payments."

[[File:I17.png|1000px|thumb|center]]

The user usually uses this section to add a payment when the invoice hasn't been generated yet. An excellent example of this would be at the end of the financial year when a customer wants to pay for our services before a new financial year starts.

Under "payment information," hit the blue button to select the opportunity or the green button to select the account.

[[File:I18.png|1000px|thumb|center]]

==Past Due Invoice Report==

The Past Due Invoice Report is where an invoice will appear 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, the user can use different filters to search for an invoice easily.

You can update the penalty for the invoice by selecting the invoice and clicking "Update Penalty" in the down right corner.

A window will pop up 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 checkboxes help the user quickly update or select a large number of invoices simultaneously. 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 than the user has explained before, which are consistent throughout the CRM. You can see them by clicking "Show Notes" at the top right corner of the screen.

It will show the user when the work was done when the invoice was sent, and its amount. It will show the user the amount to be paid, whether there is a penalty, the amount, and the due date.

[[File:I21.png|1000px|thumb|center]]

==CC Payments Report==

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. 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 for human interaction to update the information manually.

[[File:CC report.png|1000px|thumb|center]]

==Paid Invoices Report==

Once the payment has been put through the system, it appears again over this report.

This report is beneficial to aid our accounting software, which is completely separated from the CRM.
It is also an excellent way to pull the information needed when it is time to pay commissions.

The user could say it is like a power page for paid invoices only. It 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=

During the cold-weather program, the invoicing process is precisely the same as during the standard time. The difference is that the user will be sending the invoice twice because the user sends the first invoice after the temporary repair is completed and another invoice 2 or 3 months later once the final repair is finished.

The two 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 fails for any reason, the company will take responsibility for it and provide a remedial repair for free. The invoicing process for this case is precisely the same as for a standard repair. The only difference is that the user generates an 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 number of jobs done by each technician.

First, the user needs to access the "Crew Payment Report", which is under the "Operation" section in the "Reports" menu.

Applying filters will show the TR (Thermal Repairs) count of all technicians. The Operation Department must keep this information updated. If someone is out or has taken a day off, that kind of information needs to be considered for processing the payrolls correctly.
So everything comes down to the dispatch. If the Dispatch Module information is good, then it will be straightforward to continue with the Payroll Process.

[[File:PR1.png|1000px|thumb|center]]

It is also essential to check the following section because if the work is a two-day 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, they could eliminate it by clicking on the red trash 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 came through when the technicians finished the repairs. This is one way to see which technician did which repair, especially in those cases when the job is complex, and there might be two or three crews working at the same time, at the same property.

[[File:PR8.png|1000px|thumb|center]]

[[File:PR10.png|1000px|thumb|center]]

After that, the user can continue to the next step, which is to check the TR count Technician by Technician, to get the report to generate the payroll for them.

Now the user needs to filter by the 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: the salary and a bonus, for instance.

[[File:PR5.png|1000px|thumb|center]]

Then the user has the Report Detail, which contains a list of jobs done by the technician and their descriptions.

After checking all the information in this tab, the user can either add an item to the salary or 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, the user has 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's email address and keep a copy in its CRM file. Users with special admin permissions can only access this CRM file.

=Comission Process=

Except for the technicians, the rest of the staff gets paid monthly. Nevertheless, the Commission Process is very similar to the Technicians Payroll Process.

First, the user needs to access the "Commission Due Summary", which is under the "Payroll" section in the "Reports" menu.

Then, and again like in every other module, you need to apply filters. It is very important to filter the status by "payment received," which will show the sites in which each Account Manager has worked during the month. The details - date, the invoice number, the price and commission, and the owner- are the ones the user needs to check to pay the commissions correctly.

[[File:PR13.png|1000px|thumb|center]]

After checking the information is correct, the user only needs to generate a Commission Report, which is the same as the user does for the technicians.

To generate this report, the user needs to access the "Commission Due Report". Then again, apply filters to see one by one the Account Managers and create 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 point, it is the same as the Technician Payroll Process. The user could add items to the salary and erase or edit these items.
Once the user has finished, click on "send by email" to send it to the Account Manager email address, just like the user did in the previous section.

=Quick Access=

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

Opportunity

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Editor:

=Opportunity=
An opportunity is a defined number and scope of repairs that the client may have authorized.

Opportunities are generated when a Lead or Account requests a proposal from Pothole Repair. All Opportunities require an already existing RPH or one to be created new.

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 result in a sale. As soon there is a sale, the system converts the Lead to an Account. No Lead or Account can have two opportunities opened simultaneously since an opportunity is a recommendation for one or more repairs.

Busy clients who manage multiple projects at many properties find it hard to follow up with the company and enter into contracts in time. Hence, our salespeople are to 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.

=How are Opportunities generated?=

There are three main ways through which an opportunity is generated:
* 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.

* 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.

* Through marketing and sales efforts: The most common way an Opportunity is created when the client accepts our proposal.

=Opportunity types=

The three main types of opportunities a user can create and their purpose:

"'New Business Opportunity:'" only applies to 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:'" applies to repeat business when we have done work before at a specific address.

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

"'Demo Repair Opportunity:'" is 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 our repairs and our technology, thoroughness, and client service.

"'Flexible Opportunity:'" applies when a customer hires us, but the scope of work is uncertain: the number or size of the potholes on their lot. In this case, they will sign an NTE (Not To Exceed) authorization where our company can fix their potholes up to a certain limit of money that the customer sets. When technicians arrive at the site, they will fix all the potholes they can without going over that limit.

"'CWP Opportunities:'" 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==

Like other modules, it is possible to see the list of the existing Opportunities in the database, filtered by specific parameters. The user can use the search bar 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 a 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 directly printed or copied to the clipboard.

Information shown in these 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 checkmark 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 new tasks
* Send a new email.
* Add a 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

The search bar can be used to refine the search by looking at 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 directly printed or copied to the clipboard.

Information shown in these 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.
* Using the button "Create Opportunity" from the Lead or Account page

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

The system checks for an opened RPH for the Lead/ Account. If the RPH already exists, then the system will redirect the user to the Opportunity creation form.

If there is no RPH created for the Lead/ Account, then the system will ask the user 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.

* Using the Reported PH's tab in the Account/ Lead module by clicking on the money symbol after the RPH has been 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 creation.

First, the system validates an RPH whose status is open, which generates a double relationship between the RPH 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, 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 under unique tabs as follows:
* 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, 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. When the opportunity is generated, most of the information is auto-populated from the Lead or Account directly linked.

By using the Name and Date of Creation of the account, the system sets by default a name, Proposal/ Price Quote, and a probability of 35% for the opportunity.

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

"'Contact:'" Though the information for this part is auto-populated, users can edit the main contact and choose a new one. To do it, they need to tick the check-box and then select the desired contact.

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

"'Billing address:'" 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, including the price.

Users can access information like the number of potholes to fix, the estimated thermal repairs units for each PH, price, pictures, 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. The camera icon in red signifies that no pictures have been uploaded for that PH. Once the pictures have been uploaded, the icon will turn green.
* Map position: informs whether the coordinates have been validated. A red mark means the user has not validated coordinates. 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 large number 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 the 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 by ticking the check-box at the tab's top right corner.

[[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 the origin, 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 pothole's map location.

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

==Documents==

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

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

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

The file owner can also choose between deleting or disabling their files- all general files are accessible through this tab and can be shared 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 the people are working on it, images of the PH, etc.

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

==Events and activities==

This tab shows the Notes, calls, 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 is sorted into 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 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 related to the opportunity will be visualized on this tab or by clicking on the Proposal #. 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 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==

This tab 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 this tab's chronological order.

[[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 the user that performed the activity that triggered the log

==Quote history==

This tab keeps a record of all changes done for the quotes. Modifications 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 a user that performed the activity that triggered the log

==Work history==

This tab keeps a record of all the tasks done for the account, such as opportunity creation, opportunity closed, dispatch created, 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 combining 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.

Regular users can only visualize the three first fields because they usually lack permissions to access dispatch and invoice information. Users 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. The user then clicks on "generate a proposal," which opens up a preview of the PDF file sent to the customer providing all the necessary information.

At this stage, the user has the following check-boxes to choose preset templates with the information to be sent in the proposal.

* Exclude PARC information
* Remove mobilization fee
* Remove all mobilization fee text
* Show marker labels in platform map details
* Proposal express: this is a 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:'" this section contains 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 number 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:'" this section contains a list with the TRs and the price of each PH.

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

"'COI Request Form:'" this section contains a certificate of the insurance request form.

===Add special discount===

This section contains an administrative privilege where a sales representative who gets a special discount for a customer will first need to create a business case and justify why they want to apply for a discount.

Most of the time, this tool makes 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, the company could apply a discount to make it just $1000.

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

=Reports=

The Reports section provides the user meaningful insights about their performance. Although the system can show us a tremendous amount of data, three reports come in handy to quickly understand how well employees perform in their roles. 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 create a quote and attempt to make sales. This report shows how successful they are, in other words, the conversion rate.

The "'Dispatch Report"' looks at all the opportunities created in a given period. Here one can see and sort all dispatches delivered in a list view using different filters.

The '''Sales Reports''' report looks at all the approved opportunities, in other words, all the actual sales. This report is very simple to use too. Here one can see and sort all sales information delivered in a list view using different filters.

=Closed opportunities=

Winning or closing opportunities is not quite straightforward, and in this module, we attempt to explore other scenarios where
* Sometimes, an opportunity becomes a sale, but then it is canceled.
* Sometimes, the company goes out to do the survey and finds the work requires a paving company, so it closed because it is out of scope.
* Sometimes, the opportunity 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]]

Dispatch

2021-04-13T20:25:40Z

Editor:

The Dispatch module is primarily used to have a global view of all current and future jobs while tracking their progress, though it has multiple functions and sections.

=Dispatch Dashboard=

The Dispatch Dashboard is an intuitive way to keep track of and follow up on job-related data daily. It 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

At the top of the screen, the user will find a set of filters allowing the user to breakdown the information by time, 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 to the whole dashboard, regardless of the section. The search bar at the top of the screen will allow the user to perform local searches only.

[[File:D1.png|1000px|thumb|center]]

==Tech Detail==

The Tech Detail shows us how many jobs and surveys are scheduled.
The green boxes show how many TRs (Thermal Repairs), hours, and jobs have been scheduled for each technician on that week (remember, the user can change the 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==

Any technicians doing jobs would appear live in the Dispatch Online Feed.

For each job, the fuel tank gauge shows the progress of the job. The user can see the job in progress, the opportunity linked to it, the technician leading the team, the time they arrived, and what time they were supposed to start. In this manner, the system will label the status as either delayed or on time.

Account managers could 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==

Dispatch information shows up here once an account manager sells a job and completes the appropriate paperwork.

[[File:D4.png|750px|thumb|center]]

When a dispatch comes in, it needs to be verified. The user needs to click on the dispatch to check and print the documents, such as approvals and proposals.

[[File:D5.png|750px|thumb|center]]

[[File:D6.png|750px|thumb|center]]

Then the user will need to match up the price on the paperwork with the price on the actual dispatch. They 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 verification, the user marks the dispatch as "checked-in." Once it is checked in, it will show up in the Dispatch section waiting to be scheduled.

==Late Jobs==

This section is to keep track of our surveyors and respond if they are running behind schedule. In an ideal situation, it should be empty.

When assigning enough time for each survey, it is essential to consider the property, visit, traffic, and commute for the surveyor. For instance, a walk with a client usually takes longer than a General Dispatch inspection on a smaller property.

[[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 explained in Dispatches to Check-In, once the surveyors have been checked in, they will show up here in this section.

We have three different kinds of dispatches that will come through:
* "Normal dispatch:" This type of dispatch can be scheduled at the company's convenience within a two-week timeframe. Once the dispatch is on the calendar, the client receives an email regarding the team arrival and a picture once the job is done. This type of dispatch shows up in blue color.

"Fixed date dispatch:" In this dispatch, the client is provided with a specific day, date, and time for the job to be done, within the stipulated deadline. In these situations, prompt and clear communication with our clients is required all the time. Please note these jobs will typically be scheduled beyond the two weeks so the company can continue to fit in the regular 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 three-day timeframe. The customer pays a higher rate to get it fixed as soon as possible. This kind of dispatch aims to help eliminate trip and fall situations, such as a grocery store with a pothole in front of its door. This type of dispatch shows up in yellow color.

===How to schedule a dispatch===

The user can schedule a dispatch using either the "drag and drop" method or clicking the golden star on the top right corner of the dispatch.

Using the "drag and drop" method, the user clicks on the dispatch and slides it to either the calendar or the map. A pop-up window will open up, and the user can select the start and end times for the job. Keep in mind the amount of TRs for the job to allow enough time. The company will typically allow 20 minutes per TR; for example, the company would allot 1 hour for completing a 3 TR job.

The window also has different notes made by the surveyors or account managers: about the potholes and the distance to the property from the headquarters, among others.

[[File:D10.png|500px|thumb|center]]

[[File:D11.png|500px|thumb|center]]

[[File:D12.png|500px|thumb|center]]

After that, the user needs to assign the dispatch to a team. To do this, they click on the dropdown arrow next to the button of a truck. One could either choose an existing team already assigned to another job or set up a new team. To set up a new team, choose the team color, for example, gray, and select a team leader. Once the user has selected the team leader, a new window will open up. This time the user needs to choose the crew that will join the truck leader and clicks on the right arrow at the top to bring them over to the new team.

[[File:D13.png|500px|thumb|center]]

[[File:D14.png|500px|thumb|center]]

One could add more people to do the same job. Consider the example of Maryland University, which had ten potholes and a total of 38 TRs. Typically, one team could do this in 2 days, but on a special request from the customer, the team must complete the job on a Sunday. As a result, the company assigned two teams to the 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.

When the user clicks on that golden star, the system will open a window showing the user a list with the nearest places to schedule the dispatch within that time frame. It also gives them the distance and travel time from the headquarters by using the Google Maps API.

The only thing to consider when using this feature is to double-check first whether the user 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 does the user know not to assign the same person to two different teams?===

The system ensures this doesn't happen by first assigning a color to a team and then blocking the team from being selected again. Additionally, every scheduled job is on the calendar, and the user can visually see if either a team or time is already engaged.

===Map-view feature===

The map view feature allows the user to locate potholes in the property by dragging the pin to where the pothole is precisely located. The user can zoom in or zoom out the map view, pull up a full screen, or use the street view option.

Next to this map-view button, the user can use other minor features to access the pictures of the damage, the job specifications, etcetera by moving the cursor over these buttons and reading 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.

When a temporary repair shows up first as a standard dispatch, it is scheduled as a regular job, and once the technician finishes the work, the system will move it to the final dispatch section. The system 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 the company gets many tasks frequently, the users prefer to use the map view instead of the list view- the map view condenses all the tasks in just one place. It allows the company to create more efficient runs for our surveyors out visiting our customers. For instance, the user could schedule the tasks so 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]]

Using different shapes and colors for the pins on the map makes it even more intuitive for the user.

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 a high priority.
* Green GD/PARC- indicates this survey is completed.
(*)General Dispatch

The process of scheduling a survey is very similar to scheduling a task. The only difference is that since we are working on the map, the user needs to click on the survey icon to be scheduled. The system will pop up a window with the survey information, and to schedule it, they need to hit on the calendar icon at the top right corner.

[[File:D21.png|750px|thumb|center]]

Once the user has done it, they need to 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 the user is assigning the survey, the system will display only technicians. They need to click on "view all users" to display all technicians within the system.

[[File:D22.png|750px|thumb|center]]

At the top of the map, the user will find a set of check-boxes with filters to quickly filter the jobs and surveys they see on the map. This feature is handy when a user might want to see only those surveys that need to be scheduled on a new day.

[[File:D23.png|750px|thumb|center]]

=View all dispatches=

Both the " View All Dispatches" feature and the Dispatch Dashboard serve the same purpose: finding and listing dispatch information.

The difference is that in the "View All Dispatches" feature, all information is displayed in standard tables and list views under four primary tabs:

* To be scheduled
* Scheduled
* CWP Final Jobs
* Completed by tech

The surveys tab is located under the menu "Dispatch Tasks."

The Dispatch Dashboard is more user-friendly and contains the map view, the calendar, and many other features.

These two menus (View all dispatches and Dispatch tasks) still have a lot of value, but they are used under particular management situations when analyzing comprehensive 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.

The user needs to select the technician, select the date the person will be off, and finally add a note explaining why that person is taking the day.

Once done, the system will 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=

The Daily Inspection Report is where we keep the log of our technician's check-in. Before technicians check-in and let us know they are ready to start, they have to upload three files over the mobile app. These files are:

* The Timecard
* The Inventory
* The Inspection Card.

As a Timecard, the technicians have to upload a picture of themselves, which will show the date and time and serve as the check-in.

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 the technicians 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]]

Mobile applications

2021-04-13T18:54:37Z

Editor:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The user has successfully created the new Lead.

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

=Proposal Maker=

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

=E-Technician=

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

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

[[File:Screenshot 20201215-104138 eTechnician.jpg|500px|thumb|center]]

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

They have to specify the type of repair they performed.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

=Quick Access=

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

External Portals

2021-04-13T18:05:40Z

Editor:

=External portals=

The CRM has four satellite applications. These applications help the company interact with external users or entities who generate information beneficial for us.

The applications are the following:
* Partners portal
* Leadworks
* Payments
* Info site

==Partners portal==

The user uses the Partners Portal to process all jobs related to an external proposal when we find a job for one of our partners, or they find a job for us.

There are two 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 created for them. Through the proposal, they can see information regarding the customer's problems and the opportunities we have classified as "out of scope." For example, consider a property that needs a paving solution. Through the external proposal, the partner can see the property location, the customer's problem, surveyors' notes, etc.

Once created, the system assigns the external proposal to a partner according to their location, using the assigned ZIP Code. Each partner is assigned a single ZIPcode.

Before the system alerts the partner about any new proposal, the account manager of the opportunity related to it must 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. The interface, including the functions, is very similar to our CRM, and the partner can see the list of the existing External proposals using search filters or the search bar.

Filters available are:
# Status
# Quick Search: filter by a 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 containing all the specific proposal information. There are three tabs here:

"'Main:'" This tab shows basic information about the proposal, such as the ID number, name of the account, account manager, and status. The partner can not edit this information. There is also the customer's contact information, so our partners can reach them easily.

"'Products:'" This tab has a list of products, required quantities, and the price for the job. The partners can also see the images of the damage, location, and surveyor's notes with more details.

"'Images Gallery:'" This tab provides access to the uploaded pictures for the job.

[[File:PA1.png|1000px|thumb|center|Main Tab]]

[[File:PA2.png|1000px|thumb|center|Products Tab]]

===RPH Creation===

Using this portal function, our partners can load any job they find for us, similar to our hunters' mobile application.

When the partner creates an RPH, they need to fill a similar form to 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==

Leadworks is the portal our advertisers exclusively use to create and upload every new Lead they get due to their marketing campaign 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 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 use the email address as the key record. It will then extract and attach to the database all the previous emails and information shared between the advertiser and the potential customer. In a bid to avoid duplicate records, the system will prevent any other user from creating a new record with the same email address.

[[File:L1.png|1000px|thumb|center|]]

[[File:L2.png|1000px|thumb|center]]

==Payments==

Pothole Repair uses the Payments portal to process all online payments.

Customers wanting to pay using the link attached to the invoice will be redirected to this portal.

[[File:P1.png|500px|thumb|center]]

The portal connects to Capital One Bank's System through an API specially developed to allow our server to communicate with them. Each time a payment goes through or is unsuccessful, the API creates a record in our CRM. So we can keep track of all credit card payment transactions (the user can see these records in the invoice menu, under CC Payments Report).

The portal allows the customers to pay only with Visa or MasterCard- no other providers are permitted. We accept online payments with our portal- the user should fill up the brackets with the card's details, generate the payment and download your payment receipt.

If a user accidentally attempts to make a payment twice, the portal will prevent them from doing so.

[[File:P2.png|500px|thumb|center]]

==Info site==

Unlike the previous portals, this one requires interaction only from the client.

Info Site portal works as follows:
Each email sent as part of the Nurture P2 process has two external links in its body. These two links have two very opposed objectives.
* One link provides an opportunity for the client to unsubscribe from the distribution list and stop receiving our promotional emails.
* The other link redirects to a quotation for clients interested in receiving more information or contacting a company's representative.

Once the potential customer completes the form through the Info Site Portal, the system updates the database's record and creates a new lead or opportunity. After that, it sends the corresponding alerts to each user.

=Quick Access=

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

Back-end Processes

2021-04-13T17:25:29Z

Editor:

=Back-end Processes=

These refer to internal processes run 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 provides notifications for all the functions that have reminders configured for action, opportunities, events, and invoices. These notifications will appear on the dashboard each time the user logs in.

Notifications can be of two different types:

Blocking notifications: This type of notification aims to guarantee compliance with the company's sales process. The user must attend to all the tasks that require follow-up to continue using the CRM. Otherwise, the system will close the session and prevent them from reconnecting. Although users can create these types of notifications, they are generated by the system automatically as a result of the said sales process.

Non-blocking notifications: This type of notification seeks to remind the user about specific kinds of tasks or issues to consider during the sales process. Unlike the previous ones, these types of notifications are generally user-generated to facilitate their work.

==PARC==

This process generates the opportunities and tasks to be carried out as part of the PARC Agreement.

It automatically creates the opportunity, inspection task, and follow-up. The corresponding dispatch is also made and assigned to the team conducting the visits as part of the PARC.

Simultaneously, the system sends a summary to the account managers of all the tasks generated as part of a PARC agreement.

This process runs weekly, and the time these processes are generated can be fully customized 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 voucher's creation date.

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 notification.

===Get contact Process===

This process creates a suppression list- a list of contacts to whom the company should send no more emails. The process reads all the contacts with an assigned email and whose status is "rejected" and adds them to the suppression list.

The objective is to avoid wasting time contacting clients who have already been approached with no success.

===RPH Process - Nurture process===

This process begins once the state of an RPH is changed to "nurture P2".

When changed, the RPH automatically goes to a pool of dates and email templates to be sent as part of the nurture P2 process.

This process takes all the RPHs in that pool, takes the corresponding template, performs the data replacement, and sets up the email. The system looks for the next template and updates the record with the corresponding number of days when the system should send a new email.

This process is repeated until all the templates- part of the Nurture P2 process- have been emailed.

If 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 the system's backlog.

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.

===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]]

Contacts

2021-04-13T17:11:44Z

Editor:

=What is a contact?=

Let's revisit a concept we touched on earlier in this manual: the 3-dimensional dataset and the triangle consisting of the specific site, the human, and the property management.

When we talk about Contacts, we refer to the vast information related to the human beings that manage specific sites and work for particular companies. And those two roles are quite distinct: the company they work for is not typically the same company that manages the property.

=How to create a Contact=

The two most common ways of creating a contact are detailed below:

* Manually using the "New Contact" form: Users create the contact manually through the bar menu in the CRM

* Automatically created by the System: 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 for future re-use.

"Note: When creating a new contact from the Account Module, the system will auto-populate all previously recorded information related to that specific account."

=New Contact Form=

The user can find contact information in tabs containing different data types, unique for each 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, separated into subsections for better sorting. Please note that this is the same information 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: This tab contains a 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 of all emails 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==
This tab contains a record of 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==
This tab contains a record with all notes made to the contact.

Notes will appear sorted within these 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, such an account is a parent account.

Records will appear sorted within these columns:

*Account
*Last activity
*Created
*Owner

There is a search bar 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 window allows the user to search for the account the user wants to relate to, and the other window displays the accounts already associated with it. The user can use the search bar 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 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 Contact opportunities. A Contact can have one, two, or more active opportunities simultaneously, 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 the due date of the opportunity
*Closing Date
*Quotes: informs the status of the Quote
*TRs: the number of items included in the opportunity
*Amount: cost/ price
*Stage
*Owner
*Created
*Last activity

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

==History==
This tab 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 the 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 to create a new contact.

==View all contacts==

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

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

The system allows listing all the existing contacts in the database, filtered by specific parameters. The user can use the search bar 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 a 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 using the "Search" field (magnifying glass); the system will refine the results to display matches with any field of the shown results.

On the above bar at the top right, there is a button that works as a 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 directly printed or copied to the clipboard.

Information shown in these 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, the user can execute the "send email" feature.
*Prot: indicates if the contact is protected or not.
*Last Activity
*Created
*Owner

From this list, one can access 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. The exact process is followed to delete a contact, but in this case, there is no need to select a destiny contact.

The form to merge accounts is divided into eight sections:

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

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

These sections are optional and can be hidden as they intend to make it easier to select and edit the information the user wants to merge. Only the first section contains mandatory fields that hold the minimum information to 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 the "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=

There is a specific set of actions, common to all 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]]

=Bonus sections=

==Leads and Contacts==

Since Leads are lite records, a user can add only one person while creating a new Lead. The Lead has a parent account and an already existing Contact record for that parent account in several cases. Through the Lead Module, the user can use this button [[File:1.png|50px|inline]] to either add a new contact when creating a Lead or assign an existing contact to that Lead. Simultaneously, the user can also delete the contact assigned to that Lead.

However, the Human record is a different dataset. On the other hand, if the user wanted to edit the Lead record concerning the human, they would need to use the Contact record because it is not part of the Lead but part of the human.

In many cases, the same Contact can be assigned to both a Lead and an Account. For instance, in a large company like Kimco, this happens quite often.

Employees often move jobs but stay within the same industry. They still do the same role, and they still are managing sites but are doing it for different companies. Since all the property sites they use to manage are no longer related to them, and their employers are no longer related to them, we need to update the relationship between the human and the sites in the CRM.

When a contact leaves a company, we can alter that relationship by ticking the button's check-box in the Contact Module.

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

This action automatically removes all relationships with the contact and accounts while preserving all previous records for future evaluation. Once this relationship is terminated, we need to assign a new contact to those properties. Please find below the steps to assign a new contact to existing accounts.

Assume an employee Debbie Keating has left and no longer works for Kimco Realty Corp, and Pothole Repair has unrelated her contact from Kimco as well.

The first step is to access the account (Kimco) linked to that contact, using the Contact tab.

The user can choose one of two options:
# They can create a new contact (no existing records) for the new person taking over all Debbie's properties
# They could relate an existing contact to the account, which is a more straightforward process

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

Once the user has related/ created the contact, the next step is to assign the properties to it.

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

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

What distinguishes Contact from Accounts and Leads is that while Accounts and Leads can exist independently (contain parent/ child/ human information), Contacts have meaning only when assigned or related to an Account or Lead.

==Contact Protection==

Even though explained earlier, it is important to re-iterate that "what is protected is not the site, but the human.'"

For example: Consider a company like Kimco having hundreds of employees and thousands of properties they manage. It would be considerably challenging for one account manager to cover all Kimco's properties while developing a relationship with all their employees.

When you look at a company like Kimco and its child accounts, the protected sites are safe because the human is protected.

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. From an institutional perspective, the odds of somebody else coming in and annoying Debbie and hurting the process are more significant 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]]

Action Tabs

2021-04-13T14:09:33Z

Editor:

This section explains the main tabs that a user can find when using the CRM. These tabs allow the user to register actions, events or activities regarding the work done for an specific object such as [[RPH]], [[Lead]], [[Accounts]], [[Opportunity]],etc.

=Notes=

The user can use this tab to keep track of all notes or comments that can help amplify the information, which can be added to different CRM objects.

===Add note===
This is a generic feature that can be seen as a button in the different work objects in the CRM.

When adding a note, a pop-up window will show the following form.
All fields are mandatory for this module, and owner and contact cannot be changed.

[[File:Add Note.png|500px|thumb|center]]

There are manual notes added with the above feature and automatic reminders triggered by the systems when executing some processes or events. For example, when an invoice reaches its due date, this triggers an event where the system automatically creates a note and attaches it to the Opportunity/Contact related to the invoice.

=Calls=
Every time a user makes a call, it is logged in the CRM.

===Add call===
This tab enables the user to keep track of the data, including the reason for calling, the owner of the site/account, the name of the person who has been reached, the type of call (inbound, outbound, etc.), and a description of what has been discussed during the call.

[[File:Add Call.png|500px|thumb|center]]

The field for "owner" is disabled and cannot be changed. Contact fields can be adjusted to register the correct contact. All fields in this form are mandatory.

=Emails=
The platform has the power to read inbound and outbound emails. Every time that information is transferred, the platform creates a hidden key to record the relationship.

The email address of the user is the key to create relationships since it is a unique value.

===Email Templates===
The system uses templates associated with all the different modules of the system (Leads, Contacts, Accounts, Opportunities, etc.) that can be used when sending an email from the CRM and saves manual work to the user.

Also, it is possible to attach documents that were previously added to any of the system's modules.

===Add email===
This tab enables the user to send emails from the system to any email address. The user can either choose an email template from a dropdown menu or write a customized one, send CC and BCC to another address, and attach files to the mail's body.

All fields are mandatory, except CC and BCC fields.

[[File:Add Email.png|500px|thumb|center]]

=Events=
It is possible to create different events with predefined types such as "Client Meeting," "Make a demo," "Follow Up meeting," among others.
An event will work as a reminder on the calendar, sending notifications and allowing the users to register reminders to provide good customer service.
Each event may follow different rules in the system and trigger other processes depending on the setup parameters.

===How to create an event?===
There are shortcuts on all the modules that enables a fast and easy event creation, and also exists rules to automatically create an event when it is triggered by some specific process (e.g., PARC agreement)

[[File:Add Event Shortcut.png|300px|thumb|center]]

Fields that the user needs to complete are:

*Event type
*Subject
*Start Date
*Start Time
*End Date
*End Time
*Venue
*Owner
*Remind date
*Remind time
*Recipients
*Contact
*Send email
*Description

All fields are mandatory except Remind Date, Remind Time, and Recipient.
End Date and End Time will be set automatically through Start Date and Start Time. By default, the time duration of an event will be one hour.
Start Date and End Date are related. Users cannot select a date previous to the start date of the event.

===Add event===
From this tab, the user can open up a calendar to schedule any event related to a Lead, Opportunity, RPH, or Account.

[[File:Add Event.png|500px|thumb|center]]

=Tasks=

This action allows creating simple tasks for a specific record (lead, opportunity, RPH, etc.), all fields are mandatory, and the Owner and Contact cannot be changed.

[[File:Add Task.png|500px|thumb|center]]

Glossary

2021-04-13T14:02:01Z

Editor:

'''Asphalt''': The material of which surface parking lots are made. It consists of tars, oils, sands, bituminous matter, and rock. The original asphalt cap could be as thick as three inches or as thin as one inch.

'''Cold Patch''': A cold applied asphalt mixture designed to repair potholes and damaged areas temporarily.

'''Crack fill''': A hot melt, hot-applied rubberized material used to seal cracks larger than .¡¨ to help prevent water penetration and damage to the base.

'''Cracking''': Cracks occur due to numerous reasons, including the settling of your asphalt, reaction to seal coating, expansion due to heat, or just plain old age. Crack filling is used to seal cracks in your asphalt about a fourth of an inch in width. The cracks are routed to a uniform depth, and then a hot rubberized material is injected into the crack.

'''Hot Mix Asphalt (HMA)''': A mixture of rock, oil, and fines heated before mixing and installed at an elevated temperature to allow for better compaction and adhesion.

'''Milling''': The grinding down and removal of an asphalt cap almost to the base.

'''Overlay''': A fresh layer of asphalt, usually 1¨ thick, covering the existing asphalt cap. There are a couple of different types of overlay. The most inexpensive is applying a one-inch overlay asphalt cap that is put on top of your existing pavement. Most major areas of deterioration will be repaired prior to this type of overlay. This procedure will give your asphalt a brand new look and be maintained for years with proper scheduled maintenance.

'''Oxidation''': The natural deterioration of your asphalt due to the elements that surround it, such as weather, irrigation, fluid spills, and traffic.

'''Ponding''': An area where water puddles are formed due to the lack of drainage or the inability to drain properly.

'''Potholes''': The areas of asphalt that deteriorated to the point that the asphalt has been removed or washed away, resulting in an exposed sub-base. If not taken care of immediately, this will continue to grow in size and can do more damage if neglected over time. Potholes occur for reasons such as standing water, high traffic, seal coat breakdown, gouges, and even sinkholes or washouts.

'''Raveling''': The loosening of the rock and fine aggregate due to the oxidation of the oils (binders) that hold your asphalt together.

'''Rejuvenation''': Over time, the tars and oils surrounding the rocks that make up your asphalt eventually begin to dry up and evaporate. When this occurs, the rock that makes up the binder becomes exposed, causing early stages of deterioration. If left untreated, the rock will eventually become loose and need a complete overlay.

'''Sealcoating''': Seal coating is a water-based coal/tar emulsion that is applied to your asphalt to protect it as well as give it an aesthetically appealing look. Asphalt seal coating is sprayed on or squeegeed on, and either method is acceptable.

'''Reclaimed asphalt pavement (RAP)''': The term given to removed or reprocessed pavement materials containing asphalt and aggregates. These materials are generated when asphalt pavements are removed for reconstruction and resurfacing. When properly crushed and screened, RAP consists of high-quality, well-graded aggregates coated by asphalt cement.

Asphalt pavement is generally removed either by milling or full-depth removal. Milling entails removing the pavement surface using a milling machine, which can remove up to 50 mm (2 in) thickness in a single pass. Full-depth removal involves ripping and breaking the pavement using a rhino horn on a bulldozer and pneumatic pavement breakers. In most instances, the broken material is picked up and loaded into haul trucks by a front-end loader and transported to a central facility for processing. At this facility, the RAP is processed using a series of operations, including crushing, screening, conveying, and stacking.

Glossary

2021-04-13T14:01:17Z

Editor:

'''Asphalt''': The material of which surface parking lots are made. It consists of tars, oils, sands, bituminous matter, and rock. The original asphalt cap could be as thick as three inches or as thin as one inch.

'''Cold Patch''': A cold applied asphalt mixture designed to repair potholes and damaged areas temporarily.

'''Crack fill''': A hot melt, hot-applied rubberized material used to seal cracks larger than .¡¨ to help prevent water penetration and damage to the base.

'''Cracking''': Cracks occur due to numerous reasons, including the settling of your asphalt, reaction to seal coating, expansion due to heat, or just plain old age. Crack filling is used to seal cracks in your asphalt about a fourth of an inch in width. The cracks are routed to a uniform depth, and then a hot rubberized material is injected into the crack.

'''Hot Mix Asphalt (HMA)''': A mixture of rock, oil, and fines heated before mixing and installed at an elevated temperature to allow for better compaction and adhesion.

'''Milling''': The grinding down and removal of an asphalt cap almost to the base.

'''Overlay''': A fresh layer of asphalt, usually 1¨ thick, covering the existing asphalt cap. There are a couple of different types of overlay. The most inexpensive is applying a one-inch overlay asphalt cap that is put on top of your existing pavement. Most major areas of deterioration will be repaired prior to this type of overlay. This procedure will give your asphalt a brand new look and be maintained for years with proper scheduled maintenance.

'''Oxidation''': The natural deterioration of your asphalt due to the elements that surround it, such as weather, irrigation, fluid spills, and traffic.

'''Ponding''': This is an area where water puddles due to the lack of drainage or the inability to drain properly.

'''Potholes''': The areas of asphalt that deteriorated to the point that the asphalt has been removed or washed away, resulting in an exposed sub-base. If not taken care of immediately, this will continue to grow in size and can do more damage if neglected over time. Potholes occur for reasons such as standing water, high traffic, seal coat breakdown, gouges, and even sinkholes or washouts.

'''Raveling''': The loosening of the rock and fine aggregate due to the oxidation of the oils (binders) that hold your asphalt together.

'''Rejuvenation''': Over time, the tars and oils surrounding the rocks that make up your asphalt eventually begin to dry up and evaporate. When this occurs, the rock that makes up the binder becomes exposed, causing early stages of deterioration. If left untreated, the rock will eventually become loose and need a complete overlay.

'''Sealcoating''': Seal coating is a water-based coal/tar emulsion that is applied to your asphalt to protect it as well as give it an aesthetically appealing look. Asphalt seal coating is sprayed on or squeegeed on, and either method is acceptable.

'''Reclaimed asphalt pavement (RAP)''': The term given to removed or reprocessed pavement materials containing asphalt and aggregates. These materials are generated when asphalt pavements are removed for reconstruction and resurfacing. When properly crushed and screened, RAP consists of high-quality, well-graded aggregates coated by asphalt cement.

Asphalt pavement is generally removed either by milling or full-depth removal. Milling entails removing the pavement surface using a milling machine, which can remove up to 50 mm (2 in) thickness in a single pass. Full-depth removal involves ripping and breaking the pavement using a rhino horn on a bulldozer and pneumatic pavement breakers. In most instances, the broken material is picked up and loaded into haul trucks by a front-end loader and transported to a central facility for processing. At this facility, the RAP is processed using a series of operations, including crushing, screening, conveying, and stacking.

Pothole Patching

2021-04-13T13:52:33Z

Editor:

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 suggests, the cold mix is a suitable material for the winter months, and the hot mix is used during the warm spring and summer seasons.

Both hot and cold mixes 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, including 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 production rate, but the failure rate is exceptionally 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 patching mix's compaction with the truck tire.

The best-known pothole patching method is semi-permanent repair. In this method, all water or debris is removed entirely from the pothole. 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, regardless of method, 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 roads' safety and comfort. 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. Using this method while the conditions are ideal will create patches that will last to the extent of the road's life.

Pothole Patching

2021-04-13T13:52:09Z

Editor:

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 suggests, the cold mix is a suitable material for the winter months, and the hot mix is used during the warm spring and summer seasons.

Both hot and cold mixes 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, including 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 production rate, but the failure rate is exceptionally 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 patching mix's compaction with the truck tire.

The best-known pothole patching method is semi-permanent repair. In this method, all water or debris is removed entirely from the pothole. 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, regardless of method, 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 roads' safety and comfort. 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. Using this method while the conditions are ideal will create patches that will last to the extent of the road's life.

Pothole Patching

2021-04-13T13:51:32Z

Editor:

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 suggests, the cold mix is a suitable material for the winter months, and the hot mix is used during the warm spring and summer seasons.

Both hot and cold mixes 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, including 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 production rate, but the failure rate is exceptionally 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 patching mix's compaction with the truck tire.

The best-known pothole patching method is semi-permanent repair. In this method, all water or debris is removed entirely from the pothole. 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, regardless of method, 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 roads' safety and comfort. 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. Using this method while the conditions are ideal will create patches that will last to the extent of the road's life.

Pothole Patching

2021-04-13T13:50:56Z

Editor:

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 suggests, the cold mix is a suitable material for the winter months, and the hot mix is used during the warm spring and summer seasons.
Both hot and cold mixes 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, including 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 production rate, but the failure rate is exceptionally 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 patching mix's compaction with the truck tire.
The best-known pothole patching method is semi-permanent repair. In this method, all water or debris is removed entirely from the pothole. 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, regardless of method, 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 roads' safety and comfort. 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. Using this method while the conditions are ideal will create patches that will last to the extent of the road's life.

History of Asphalt

2021-04-13T13:44:06Z

Editor:

==History of Asphalt - From the National Asphalt Paving Association==

Laura Ingalls Wilder, author of the beloved Little House on the Prairie, tells of her first encounter with asphalt pavement. She was on a wagon journey with her parents in 1894 that took them through Topeka.

"In the very midst of the city, the ground was covered by some dark stuff that silenced all the wheels and muffled the sound of hoofs. It was like tar, but Papa was sure it was not tar, and it was something like rubber, but it could not be rubber because rubber cost too much. We saw ladies all in silks and carrying ruffled parasols, walking with their escorts across the street. Their heels dented the street, and while we watched, these dents slowly filled up and smoothed themselves out. It was as if that stuff were alive. It was like magic."

Today, this dark, resilient material covers more than 94 percent of the paved roads in the United States; it's the popular choice for driveways, parking lots, airport runways, racetracks, tennis courts, and other applications where a smooth, durable driving surface is required. Called by different names such as asphalt pavement, blacktop, tarmac, macadam, plant mix, asphalt concrete, or bituminous concrete, asphalt pavements have played an essential role changing the landscape and the history of the U.S. since the late 19th century.

But the story of asphalt begins thousands of years before the founding of the United States. Asphalt occurs naturally in both asphalt lakes and rock asphalt (a mixture of sand, limestone, and asphalt).

The first recorded use of asphalt as a road-building material was in Babylon around 625 B.C., in King Nabopolassar. In A Century of Progress: The History of Hot Mix Asphalt, published by National Asphalt Pavement Association in 1992, author Hugh Gillespie notes that "an inscription on a brick records the paving of Procession Street in Babylon, which led from his palace to the north wall of the city.

We know that the ancient Greeks were familiar with asphalt and its properties. The word asphalt comes from the Greek "asphaltos," meaning "secure." The Romans changed the word to "asphaltus" and used the substance to seal their baths, reservoirs, and aqueducts.

Many centuries later, Europeans exploring the New World discovered natural deposits of asphalt. Writing in 1595, Sir Walter Raleigh described a "plain" (or lake) of asphalt on the Island of Trinidad, off the coast of Venezuela. He used this asphalt for re-caulking his ships.

==Laying the Foundation for Asphalt Roads==

Despite these early uses of asphalt, several hundred years passed before European or American builders tried it as a paving material. What they needed first was a suitable method of road building. Englishman John Metcalf, born in 1717, built 180 miles of Yorkshire roads. He insisted on good drainage, requiring a foundation of large stones covered with excavated road material to raise the roadbed, followed by a gravel layer. Thomas Telford built more than 900 miles of roads in Scotland during the years 1803-1821. "He perfected the method of building roads with broken stones, laid to a depth according to the weight and volume of traffic it would have to carry," Gillespie writes.

Telford's contemporary, John Loudon McAdam, taught himself engineering after being appointed a Scottish turnpike trustee. McAdam observed that it was the "native soil" that supports the weight of traffic and that "while preserved in a dry state, it will carry any weight without sinking." To construct his roads, McAdam used broken stone "which shall unite by its angles to form a hard surface." Later, to reduce dust and maintenance, builders used hot tar to bond the broken stones together, producing "tarmacadam" pavements.

==Asphalt Roads Come to America==

The first bituminous mixtures produced in the United States mixes were used for sidewalks, crosswalks, and even roads starting in the late 1860s. In 1870, a Belgian chemist named Edmund J. DeSmedt laid the first true asphalt pavement in this country, a sand mix in front of the City Hall in Newark, New Jersey. DeSmedt's design was patterned after a natural asphalt pavement placed on a French highway in 1852.

DeSmedt went on to pave Pennsylvania Avenue in Washington, DC, which included 54,000 sq. yds. paved with sheet asphalt from Trinidad Lake Asphalt. The durability of this pavement proved the quality of the asphalt found in the Americas was as good as the one imported from Europe.

==Patented Roadways==

Builders, quick to see the advantages of asphalt, tried to stake out claims to the material. "Looking back from today's marketplace, where Hot Mix Asphalt (HMA) is compared and classified only by its technical qualifications, it is difficult to comprehend that until 70 years ago, competing proprietary brands of HMA were peddled, touted, and huckstered with all the enthusiasm that now is used for advertising soft drinks," writes Gillespie.

The first such patent was filed in 1871 by Nathan B. Abbott of Brooklyn, New York. In 1900, Frederick J. Warren filed a patent for "Bitulithic" pavement, a mixture of bitumen and aggregate; despite vigorous efforts by the Warren Brothers Company to defend its patent (and the name of the material), "bitulithic" was often used to describe any asphalt pavement. Other trade names for asphalt mixes included Wilite, Romanite, National Pavement, Imperial, Indurite, and Macasphalt. Many of these patented mixes were successful and technically innovative.

However, the fierce competition among asphalt producers allowed cities to require more stringent requirements for their asphalt roadways. In 1896, for example, New York City adopted asphalt paving in place of brick, granite, and woodblock. But it also required 15-year warranties on workmanship and materials. The long-term warranties, which did not recognize pavement failures caused by factors beyond the asphalt contractor's control, bankrupted many builders. The result was fewer and higher bids for asphalt pavements.

The patents for "Bitulithic" pavement expired in 1920, and subsequent improvements in pavements by Federal and state engineers forced most of the remaining patented pavements from the market.

==Changing Techniques in Production and Construction==

Until about 1900, almost all asphalt used in the U.S came from the natural sources of Lake Trinidad and Bermudez Lake in Venezuela. Refined petroleum asphalts, used initially as an additive to soften the natural asphalt for handling and placing, made an appearance in the mid-1870s and slowly gained acceptance. By 1907, the production of refined asphalt had outstripped the use of natural asphalt.

Meanwhile, as the automobile grew in popularity, local and state governments were besieged by requests for more and better roads. This demand led to innovations in both the production and laying of asphalt. Roadway testing gradually became an accepted practice thanks to the efforts of Logan Waller Page, who had studied the procedures in France.

The earliest HMA production units consisted of shallow iron trays heated over open coal fires. The operator dried the aggregate on the tray, poured hot asphalt on top, and stirred the mixture by hand. The quality of the mix usually depended on the skill and experience of the operator. The first mechanical mixers were used in Paris in 1854, but they were crude and required four hours to produce just one asphalt batch.

The Cummer Company opened the first central asphalt pavement production facilities in the U.S. in 1870; by the end of the century, builders on both sides of the Atlantic were producing mixers and dryers in various forms. While some asphalt producers tried to develop portable machines, and others turned to units mounted on railroad cars, most production facilities were costly and cumbersome, limiting the areas in which asphalt pavement was readily available.

The first asphalt facility to contain all the basic components of those of today was built in 1901 by Warren Brothers in East Cambridge, Mass. (It lacked only a cold feed and pollution control equipment.) The first drum mixers and drum dryer mixers, which came into use around 1910, were Portland cement concrete mixers adapted for use with HMA. Mechanization took another step forward in the 1920s with the improvement of cold feed systems for portable and semi-portable systems. Vibrating screens and pressure injection systems were added in the 1930s. Construction methods improved at an even faster pace. "The earliest items of equipment for laying asphalt could be easily transported in one hand," Gillespie notes. "Brooms, lutes, squeegees, and tampers were used in what was a highly labor-intensive process. Only after the asphalt was dumped, spread, and smoothed by hand did the relatively sophisticated horse-drawn roller, and later the steam roller, move in to complete the job."

Builders in the early 1920s used modified portland cement concrete mechanical spreaders for the first machine-laid asphalt. Later, they added tailgate spreaders and concrete strike-off screeds. In the 1930s, Sheldon G. Hayes was the first to use a Barber-Greene finisher, which consisted of a tractor unit and a screed unit with a vertical tamping bar. Barber-Greene introduced the floating screed a few years later, and its design dominated the market until the patent expired in 1955.

Production facilities could not initially keep up with the additional demand for HMA that resulted from paving improvements, but the gap was finally closed around 1930. J.S. Helm, President of the Asphalt Institute, noted in 1939 that "asphalt is an essential material in nearly every form of highway construction and maintenance. In the four years from 1934 to 1937, asphalt entered into the construction of more than four-fifths of the mileage of highways completed in those years under state highway direction."

==Building Boom==

During World War II, asphalt technology improved at a great pace, spurred in part by the need for military aircraft for surfaces that could stand up to heavier loads. After the war ended and families moved to the suburbs, road building became a huge industry. In 1956, Congress passed the State Highway Act, allotting $51 billion to the states for road construction.

Contractors needed bigger and better equipment. Pavers added electronic leveling controls in the 1950s and automated screed controls in the early 1960s. Extra-wide finishers, capable of paving two lanes at once, made their debut in 1968.

Two recent innovations also helped increase paver productivity. Pickup machines have allowed bottom-dump trailers to windrow the material in advance of the paver so it can operate continuously. The Material Transfer Vehicle (MTV), introduced in 1987, receives mix from trucks and feeds it to the paver as required.

Until the mid-1950s, most HMA pavements were compacted with a combination of a light tandem roller and a heavy three-wheel roller. Later, the use of pneumatic-tire rollers became more common. The most commonly used rollers today are vibratory steel-wheel rollers.

==Better Plants==

The asphalt plants of the early '50s might have included a dryer, a tower with a screed, and a mixer. They were dirty, dusty operations. But by the mid-'60s, with air pollution a serious concern across the country, many had added wet scrubbers, and a few had baghouses.

The other major change in the mid to late '60s was the addition of surge bins and storage bins. Prior to that, everything was loaded right from the plant into the truck. Then bins for storing the mix for short periods of time added surge capacity.

Concern for the environment has encouraged the construction of better plants. "When I first started, the state-of-the-art was a batch plant that was dirty, that you could usually see three miles away," notes NAPA member Don Brock, chairman of Astec Industries, Tennessee. "We've gradually progressed from there to cleaning them up with wet washers and baghouses to being invisible today. Today, we need to build a plant that you can't see, you can't hear, and you can't smell."

==Trends in Quality Improvement==

In the 1950s, state and federal highway engineers controlled almost every aspect of road building, from the mining of aggregates to the mixing of asphalt to its placement on the roadway. Today, however, many jurisdictions have taken a new partnering approach that allows the contractor to take more responsibility (and risk) for the finished roadway. Pavement warranties are also becoming more common.

The trend toward continuous improvement has also allowed the industry to embrace
recycling. Recycling was common in the early 20th century, but the practice fell out of use as new asphalt refineries were built, increasing supplies and dropping prices. The energy crisis of the 1970s, however, demonstrated the need for conservation of natural resources; since that time, both base and surface courses have incorporated an increasing amount of recycled asphalt in their mixes. Over 95 million metric tons of asphalt paving material are recycled each year. Today, asphalt pavement is America's most recycled material.

The industry itself has led the drive for innovation and quality in the design and construction of asphalt roadways. The National Asphalt Pavement Association was established in 1955. One of the first activities undertaken by the fledgling organization was a Quality Improvement Program, which sponsored asphalt testing at universities and private testing labs, then shared the results with members.

In 1986, NAPA established the National Center for Asphalt Technology (NCAT) at Auburn University, Alabama, providing a centralized, systematic approach to asphalt research. Today NCAT, with its research center and 1.7-mile pavement test track, is the world's leading institution for asphalt pavement research.

==New developments==

Over the last 30 years, the versatility of asphalt has led to its increased use in other
applications. HMA airport runways are finding increased acceptance in the United States since they provide passengers more comfortable takeoffs and landings, dramatically cut back on runway maintenance, and allow for much faster construction time. Pavements constructed of high- durability HMA mixes are used increasingly for freight yards, where they stand up to heavy static loads.

HMA is also used worldwide as a practical solution to water storage, flood control, erosion, and conservation problems. Asphalt has been approved by the Environmental Protection Agency and used successfully as a primary liner for both sanitary and hazardous-waste landfills. It is also used to line drinking water reservoirs and fish hatcheries in California and Washington.

Meanwhile, the industry continues to benefit from improvements in design and production. Since the mid-1980s, the industry has developed advanced pavement materials, including Open Graded Friction Course (OGFC), Superpave, and Stone Matrix Asphalt (SMA), also called gap-graded Superpave. Engineering control systems placed on asphalt pavers beginning in 1997 have improved conditions for workers at the paving site.

Pavements being built today can be engineered to meet a variety of needs – for less noise, greater durability, enhanced skid resistance, reduced splash and spray in rainy weather, and a smoother ride than ever before.

The asphalt street laid 130 years ago in Newark bore little resemblance to today's asphalt superhighways. But with the constant improvements in production and equipment, and with the continued emphasis on quality, we, too, may look back before too many years have passed and realize how much progress we have made in increasing the durability, safety, and smoothness of asphalt roadways.

Accounts

2021-04-12T20:53:18Z

Editor: /* How to create an Account */

=What is an Account?=

Accounts contain complete customer information generated while creating an RPH and a Lead during the sales process.

When someone accesses an account, they will notice it contains information about the specific site, the human, and the property management company and a record of all the calls, emails, events, and activities of a customer.

Let us remember something we explained in the Lead Module that might help us to understand better 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. These accounts look identical, have the same features, but possess different functions.

For instance, UPS is a package delivery company, and they have many branches across the country, making "UPS Global" a parent account.

In most cases, a parent account's primary purpose is to hold data of all related sites in one central location. When a user accesses a UPS parent account, they 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.

When the user accesses a child account, they will find the same information but for one specific location only.

Another type of parent account called the "self-managed" account is the universal parent account that contains all those smaller accounts without a logical parent account.

== Account protection ==

To avoid a situation where multiple Account Managers manage a single Contact, we have installed a protection feature. For the column labeled "Prot", a green padlock indicates an unprotected contact, and a red padlock indicates that an Account Manager protects it.

[[File:Test.jpg|1000px|frameless|center]]

The addition of contact related to a Lead or an Account always triggers the Protection.

Only the Account Manager responsible for the account holds editing permission during the protection period. Those users who do not have special permissions to edit a contact's data will only keep read-only permissions. Once the time is up and the contact is unprotected, all users can see and edit their information.

In rare cases, an account may have shared ownership. For example, a technician unknowingly creates an RPH on an already existing account. When he loads the RPH, the system allows him to have part of that property- he would not be the true owner of said account but would have the permission to edit it.

== Account and contacts==
When a user modifies an account's contact information, the system automatically changes the account's status to protected so that no one can modify it except the new owner. At the same time, the system protects that account and all those related to said contact.

If a user with sufficient permissions to modify an already protected account makes any modification, the system will restart the protection period for such an account.

The contact is the critical 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 creating a New Account, 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 the user to list and view all the existing Accounts on the platform and quickly identify whether it is a child or parent account. All parent account rows are highlighted in yellow.

The user can view the list of the existing accounts in the database, filtered by specific parameters using the search bar and looking among the shown results.

'''Filters available are:'''
* Bulleted list item
* Owner: filter by the owner of the Account
* Quick Search: filter by a 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 filter is complete, the system will display the results in a list. The user can further refine the results by writing on the "Search" field (magnifying glass) and verifying if there are matches with any field.

On the bar above at the right, there are two buttons available that work as a 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 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 the account.
* Main Contact: is the primary 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 displays 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 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:

*[[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 delete accounts.

When merging an account, the system will move all the related info to the selected destination account and delete the merged account. The system follows the same process to delete an account, but there is no need to select a destiny account.

There are ten sections in the form to merge accounts:
* Account Info
* Child Account Info
* Contact Info
* Opportunity Info
* Events
* Tasks Info
* Notes info
* Emails Info
* Calls info
* Documents Info

These sections make it easier to select and edit the information the user wants to merge. These optional sections can be either hidden or shown. Only the first section "Account Information" contains mandatory fields, 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 the 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 to create Accounts:
* Lead conversation through a 'Closed Won" opportunity: Most often, when an Opportunity is closed as won, the lead itself transforms and becomes an account.
* Manual entry: When we get an RPH for a specific business with more than one location, each location requires a separate quote (and Account) created manually. In some cases, creating a parent account with a child for each property is the only way to relate them

The system has two ways to create Accounts manually:
*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.

Both ways require filling the same form, and the process is explained in detail below.

= information contained within an Account=
The user can find information unique to each Account 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, separated into subsections for 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 types 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 the user is working with a Child account, he can select only the parent's contacts. It does not exist, and the user must add it previously.
* Acc Payable: is the contact of the person in charge of processing payments on the client's side (the one who commissions the work).
* Where Obtained
* Self Managed (Checkbox): defines that the account is Self Managed; therefore, it does not have Parent Account.
* Major Player (Checkbox): defines if it is a big account.
* Payment Terms: used to calculate the Invoice Due Date. The customer will be charged with penalties if the invoice is unpaid before the Due Date.
* Account Description

====Compliance Vendor====
A special fee has to be paid to the government when Pothole Repair creates invoices for certain companies. 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 process-related notes and fees.

For example, suppose Pothole repair must pay 5% of an invoice to the government. In that case, 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 is applicable.

"'The fields to set up 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 identify the values of states or cities quickly.

* State
* City
* Street

When validating an address, the system ensures no other account or lead exists with the same address as the one added. If that happens, the system will show a notification 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 systems will use the information on these fields to create the invoices.

Usually, the information is taken from the Billing Address information 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 user should send the invoice.
* Special Billing Instructions: When the job is completed, the user can add notes regarding special billing instructions.

==Map Location==
Using the Google Maps API, 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 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: primary contact of the child account
* Address
* Región
* PARC agreement: indicates if there is any [[PARC|PARC Agreement]] with the child account
* Last activity: The last (any kind of) action triggered on the object
* 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]]

The same set of [[Action_Tabs|Action Tabs]] is 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===
Since editing the main contact will trigger the account protection and change its owner, this important feature allows the user to change the main contact for all the child accounts listed.

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 user can modify the main contact for every single child account.

[[File:4.04.jpg|1000px|center|thumb]]

==Contacts==
Users can find the contacts list for the account, 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 form is 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 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 action 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, including those related to parent and child accounts. 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 created
* Contact: Main contact of the account that holds the Opportunity
* Requested date
* Valid until the due date of the Opportunity
* Closing Date
* Quotes: informs the status of the Quote
* TRs: the number 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?===

To provide excellent service, we have built strategic partnerships with companies that offer related services outside our scope, such as paving, concrete, line striping, seal coating, etc.

We call this service an "External Proposal," a referral to one of our strategic partners to provide any of those services.

There are four possible scenarios:
# Pothole Repairs goes out to inspect their property, and if they have one or more potholes, we will create an opportunity and send them a quote, hoping we get the work.
# It is also possible that in addition to the work above, they also have a broken sidewalk, or the stripes aren't complete, or maybe they have a giant pothole (outside our expertise). In this case, we include a strategic partner to assist us with the job.
# In another case, one of our inspectors might visit a property and note damage (out of our scope) that only a strategic partner can do.
# A final scenario is where our inspector goes out to the lot, and everything is in excellent condition- there is no work for us or our partners to do since everything is in good condition. This scenario is possible only as part of a PARC agreement visit during a property check.

At Pothole Repairs, we ensure high-quality service by resolving our customers' issues by taking responsibility and having the damage fixed by one of our partners or us.

===How to create an external proposal===

There are two ways to create an external proposal:

# Our field inspectors can use the mobile app to either enter details about a pothole or an"out of scope damage. Then, an email is sent to the partner and the client explaining the situation and reason to call someone else to do the job.

# The other way to create an external proposal is manual creation. When a customer calls explaining they need a repair classified "out of scope," the user can create the external proposal. Until the user completes all the information in the system and everybody knows their role, no automated emails are triggered.

The user can visualize all External proposals related to the Account on this tab or create a new External Proposal and link it to the Account by clicking on the "Add External Proposal" button. The user can access the External Proposal from this list by clicking on the Proposal # as well.

The user will visualize the information in the following columns:

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

All the External proposals for a Parent account and related children accounts will be listed too.

==Reported PH’s==
It 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]]

For a Parent account, all the RPHs 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: The system will display the name of the existing opportunity related to the RPH and work as a hyperlink.
* Status: RPH status
* Created by
* Created
* RPH Source
* Source
* RPH Assigned
* Where Obt

The column named Options works as a 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, Calls, 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. When working with a Parent account, the system will show all the events and activities related to all children accounts.

Objects 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 helpful documents shared by all Accounts, such as our W9 and COI Request Form.

[[File:4.09.jpg|1000px|centre|thumb]]

==History==
The system keeps a record of all the activities done on an Account. Any modification or information added/attached is logged 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 the 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")==

The function is used when a customer overpays an invoice or makes a payment without any invoice. Pothole Repair needs to register that the customer has credit available to be used in future work.

If the customer has a payment created on the next invoice generation, the system will detect it and 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 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 with the account.

=Actions that are 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 create an opportunity related to the account quickly. 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 related to the account in which the user is currently 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 a year, and during that year, we will come to the client's property and inspect the lot three times. For each visit, we will provide a report with recommendations. The client is not obligated to carry on with any of those damages.

If the client has a PARC agreement and authorizes the repairs, they get an additional 10% discount on any work they choose or authorize during the year that the PARC agreement is in effect. Plus, the PARC agreement extends the warranty from 12 to 15 months.

Though Pothole Repairs is in charge of visit scheduling throughout the year, 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 operations will be a PARC item.

If a PARC already exists for the account, the system will validate it and not allow a new PARC creation.

====PARC Options====
[[File:418.jpg|frameless]] This feature is only available for users with Admin roles. It is a feature that enables you to either modify the active PARC agreement or delete it.

If deleted, the system will automatically remove the dates and pending events 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]]

Accounts

2021-04-12T20:52:33Z

Editor:

=What is an Account?=

Accounts contain complete customer information generated while creating an RPH and a Lead during the sales process.

When someone accesses an account, they will notice it contains information about the specific site, the human, and the property management company and a record of all the calls, emails, events, and activities of a customer.

Let us remember something we explained in the Lead Module that might help us to understand better 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. These accounts look identical, have the same features, but possess different functions.

For instance, UPS is a package delivery company, and they have many branches across the country, making "UPS Global" a parent account.

In most cases, a parent account's primary purpose is to hold data of all related sites in one central location. When a user accesses a UPS parent account, they 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.

When the user accesses a child account, they will find the same information but for one specific location only.

Another type of parent account called the "self-managed" account is the universal parent account that contains all those smaller accounts without a logical parent account.

== Account protection ==

To avoid a situation where multiple Account Managers manage a single Contact, we have installed a protection feature. For the column labeled "Prot", a green padlock indicates an unprotected contact, and a red padlock indicates that an Account Manager protects it.

[[File:Test.jpg|1000px|frameless|center]]

The addition of contact related to a Lead or an Account always triggers the Protection.

Only the Account Manager responsible for the account holds editing permission during the protection period. Those users who do not have special permissions to edit a contact's data will only keep read-only permissions. Once the time is up and the contact is unprotected, all users can see and edit their information.

In rare cases, an account may have shared ownership. For example, a technician unknowingly creates an RPH on an already existing account. When he loads the RPH, the system allows him to have part of that property- he would not be the true owner of said account but would have the permission to edit it.

== Account and contacts==
When a user modifies an account's contact information, the system automatically changes the account's status to protected so that no one can modify it except the new owner. At the same time, the system protects that account and all those related to said contact.

If a user with sufficient permissions to modify an already protected account makes any modification, the system will restart the protection period for such an account.

The contact is the critical 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 creating a New Account, 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 the user to list and view all the existing Accounts on the platform and quickly identify whether it is a child or parent account. All parent account rows are highlighted in yellow.

The user can view the list of the existing accounts in the database, filtered by specific parameters using the search bar and looking among the shown results.

'''Filters available are:'''
* Bulleted list item
* Owner: filter by the owner of the Account
* Quick Search: filter by a 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 filter is complete, the system will display the results in a list. The user can further refine the results by writing on the "Search" field (magnifying glass) and verifying if there are matches with any field.

On the bar above at the right, there are two buttons available that work as a 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 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 the account.
* Main Contact: is the primary 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 displays 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 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:

*[[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 delete accounts.

When merging an account, the system will move all the related info to the selected destination account and delete the merged account. The system follows the same process to delete an account, but there is no need to select a destiny account.

There are ten sections in the form to merge accounts:
* Account Info
* Child Account Info
* Contact Info
* Opportunity Info
* Events
* Tasks Info
* Notes info
* Emails Info
* Calls info
* Documents Info

These sections make it easier to select and edit the information the user wants to merge. These optional sections can be either hidden or shown. Only the first section "Account Information" contains mandatory fields, 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 the 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 to create Accounts:
* Lead conversation through a 'Closed Won" opportunity: Most often, when an Opportunity is closed as won, the lead itself transforms and becomes an account.
* Manual entry: When we get an RPH for a specific business with more than one location, each location requires a separate quote (and Account) created manually. In some cases, creating a parent account with a child for each property is the only way to relate them

The system has two ways to create Accounts manually:
*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.

Both ways require filling the same form, and the process is explained in detail below.

= information contained within an Account=
The user can find information unique to each Account 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, separated into subsections for 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 types 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 the user is working with a Child account, he can select only the parent's contacts. It does not exist, and the user must add it previously.
* Acc Payable: is the contact of the person in charge of processing payments on the client's side (the one who commissions the work).
* Where Obtained
* Self Managed (Checkbox): defines that the account is Self Managed; therefore, it does not have Parent Account.
* Major Player (Checkbox): defines if it is a big account.
* Payment Terms: used to calculate the Invoice Due Date. The customer will be charged with penalties if the invoice is unpaid before the Due Date.
* Account Description

====Compliance Vendor====
A special fee has to be paid to the government when Pothole Repair creates invoices for certain companies. 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 process-related notes and fees.

For example, suppose Pothole repair must pay 5% of an invoice to the government. In that case, 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 is applicable.

"'The fields to set up 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 identify the values of states or cities quickly.

* State
* City
* Street

When validating an address, the system ensures no other account or lead exists with the same address as the one added. If that happens, the system will show a notification 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 systems will use the information on these fields to create the invoices.

Usually, the information is taken from the Billing Address information 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 user should send the invoice.
* Special Billing Instructions: When the job is completed, the user can add notes regarding special billing instructions.

==Map Location==
Using the Google Maps API, 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 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: primary contact of the child account
* Address
* Región
* PARC agreement: indicates if there is any [[PARC|PARC Agreement]] with the child account
* Last activity: The last (any kind of) action triggered on the object
* 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]]

The same set of [[Action_Tabs|Action Tabs]] is 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===
Since editing the main contact will trigger the account protection and change its owner, this important feature allows the user to change the main contact for all the child accounts listed.

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 user can modify the main contact for every single child account.

[[File:4.04.jpg|1000px|center|thumb]]

==Contacts==
Users can find the contacts list for the account, 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 form is 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 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 action 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, including those related to parent and child accounts. 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 created
* Contact: Main contact of the account that holds the Opportunity
* Requested date
* Valid until the due date of the Opportunity
* Closing Date
* Quotes: informs the status of the Quote
* TRs: the number 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?===

To provide excellent service, we have built strategic partnerships with companies that offer related services outside our scope, such as paving, concrete, line striping, seal coating, etc.

We call this service an "External Proposal," a referral to one of our strategic partners to provide any of those services.

There are four possible scenarios:
# Pothole Repairs goes out to inspect their property, and if they have one or more potholes, we will create an opportunity and send them a quote, hoping we get the work.
# It is also possible that in addition to the work above, they also have a broken sidewalk, or the stripes aren't complete, or maybe they have a giant pothole (outside our expertise). In this case, we include a strategic partner to assist us with the job.
# In another case, one of our inspectors might visit a property and note damage (out of our scope) that only a strategic partner can do.
# A final scenario is where our inspector goes out to the lot, and everything is in excellent condition- there is no work for us or our partners to do since everything is in good condition. This scenario is possible only as part of a PARC agreement visit during a property check.

At Pothole Repairs, we ensure high-quality service by resolving our customers' issues by taking responsibility and having the damage fixed by one of our partners or us.

===How to create an external proposal===

There are two ways to create an external proposal:

# Our field inspectors can use the mobile app to either enter details about a pothole or an"out of scope damage. Then, an email is sent to the partner and the client explaining the situation and reason to call someone else to do the job.

# The other way to create an external proposal is manual creation. When a customer calls explaining they need a repair classified "out of scope," the user can create the external proposal. Until the user completes all the information in the system and everybody knows their role, no automated emails are triggered.

The user can visualize all External proposals related to the Account on this tab or create a new External Proposal and link it to the Account by clicking on the "Add External Proposal" button. The user can access the External Proposal from this list by clicking on the Proposal # as well.

The user will visualize the information in the following columns:

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

All the External proposals for a Parent account and related children accounts will be listed too.

==Reported PH’s==
It 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]]

For a Parent account, all the RPHs 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: The system will display the name of the existing opportunity related to the RPH and work as a hyperlink.
* Status: RPH status
* Created by
* Created
* RPH Source
* Source
* RPH Assigned
* Where Obt

The column named Options works as a 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, Calls, 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. When working with a Parent account, the system will show all the events and activities related to all children accounts.

Objects 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 helpful documents shared by all Accounts, such as our W9 and COI Request Form.

[[File:4.09.jpg|1000px|centre|thumb]]

==History==
The system keeps a record of all the activities done on an Account. Any modification or information added/attached is logged 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 the 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")==

The function is used when a customer overpays an invoice or makes a payment without any invoice. Pothole Repair needs to register that the customer has credit available to be used in future work.

If the customer has a payment created on the next invoice generation, the system will detect it and 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 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 with the account.

=Actions that are 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 create an opportunity related to the account quickly. 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 related to the account in which the user is currently 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 a year, and during that year, we will come to the client's property and inspect the lot three times. For each visit, we will provide a report with recommendations. The client is not obligated to carry on with any of those damages.

If the client has a PARC agreement and authorizes the repairs, they get an additional 10% discount on any work they choose or authorize during the year that the PARC agreement is in effect. Plus, the PARC agreement extends the warranty from 12 to 15 months.

Though Pothole Repairs is in charge of visit scheduling throughout the year, 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 operations will be a PARC item.

If a PARC already exists for the account, the system will validate it and not allow a new PARC creation.

====PARC Options====
[[File:418.jpg|frameless]] This feature is only available for users with Admin roles. It is a feature that enables you to either modify the active PARC agreement or delete it.

If deleted, the system will automatically remove the dates and pending events 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]]

RPH

2021-04-12T18:45:37Z

Editor:

=What is an RPH?=

An RPH (Reported Pothole) is like a lite version of a lead from a business perspective.

Earlier, every time that the company went out and found a pothole, the account managers could create a Lead for it but not capture the follow-up events such as: Did it become a sale or not? Is anyone interested in having us fix it? This process created a lot of duplicates and didn't allow the company to track the sales evolution.

As a result, we decided to differentiate and create a sales process that fit our needs- to track every opportunity over time and connect seamlessly with our customers.

An RPH is a "'reported pothole that exists right now at a site' "and forms the initial step in our process. We know where the pothole is, but we don't know whether it will turn into a Lead or not. Every reported pothole is recorded in our system, whether it is a Lead or an Account.

=What is the difference between a Lead and an Account?=

Leads and Accounts share a lot of information, but the significant difference is whether we have done business with the customer or not. When a Lead has a quote, and the quote becomes a sale, the Lead automatically becomes an Account.

=How is it generated, and when?=

There are several different ways in which RPHs are created.

* Through "'external marketing companies'": With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

The external marketing company will use 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 to know the RPH/ Lead proceeds from their database(*).

* Through "'manual entry'": This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the user to generate the RPH manually.

* Through "'mobile applications'": By far, our mobile applications create the largest number of records in the system. We hire independent contractors, assign them a territory, and give them a license. They are paid to go out, visit every parking lot they can find, and report the potholes in the mobile application. You can find these records in the system with the "pothole hunter" label.

(*) We need to know when we get a contact from an independent contractor so they can get paid and credited for it. In some cases, they might also respond to a past customer, follow the same process, and earn the same pay and credit.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by "Hunters": Hunters are temporary independent contractors that generate RPHs. As explained earlier, they "hunt" potholes.
*Proposal Maker used by "Surveyors": Surveyors are full-time employees who visit and inspect sites that have requested a quote.

Both mobile applications allow the user to quickly send the RPH information to the system by following a simple process. The [[Data Analysis Team]] processes the information and analyzes the likelihood of an RPH to become an [[opportunity]] successfully.

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 the information is uploaded, they need to validate the address. The system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with the exact address/ location, through an integration with Google Maps with geolocation.

If the site already exists in the database, then the system will inform the user about it and automatically link to that existing [[Lead]] or [[Accounts|Account]]. As the user finalizes RPH creation, the [[Data Analysis team]] will also need to validate it.

If the site does not exist, then the RPH is created without a linked site, which may be added afterward based on the analysis results performed by the Data Analysis Team. One can quickly identify this event on the screen with the icon "[[File:01.1.jpg|frameless]]".

== Manual RPH creation (through CRM)==

In the scenario where a customer directly contacts us or requests for a pothole repair, the CRM allows us to create an RPH through a quick process manually. To create an RPH manually, 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 completed, all the information is logged in the system database, no matter the RPH source. This action automatically triggers an email to the assigned user, with two possible results:

*If the site exists, the user needs to verify if the location is linked to the site correctly.
*If the site does not exist, then the user will analyze it and verify its potential.

This process is what we call " "Detective Work" "and it is explained in the next section.

= What happens once an RPH is created? =

After creation, an RPH can have several outcomes:
* RPH becomes a sale, and we "close it as won."
* The RPH does not become a sale but is closed if (a) the decision-maker cannot be reached, (b) lack of interest, or (c) the Account Manager makes a judgment call.

Thus, the system provides the possibility of applying different kinds of statuses to every RPH and Lead and illustrates the level of progress for the sale process.

Every time an RPH is created, the system categorizes it under the "raw" status by default. At this point, what we call the "detective work" begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

The greatest number of RPHs recorded in the system comes from mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? The detective work begins by determining the contact details of whoever is responsible for the property where the pothole is located. By establishing contact with the responsible person, we can create an opportunity.

===Statuses: The pathways of an RPH===

A special team of Data Analysts checks every RPH recorded in the system.

They check 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 the Data Analysts prioritize these RPHs and the Leads into Tier 1 Leads or Tier 2 Leads. Finally, they will try to answer questions: Does the information 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, though an RPH can go through several statuses and steps, they all come down to the next point:
* There is a chance for a sale or
* There is no chance for a sale

===Nurture P2: a special status===

Another special status is the Nurture P2.

Strategically, from a business perspective, some accounts are more attractive than others.

For instance, Kimco Realty Co. has hundreds of shopping centers overseen by an account manager, potentially providing us with a lot of business. Large Clients, such as Kimco, would have properties nationwide and are categorized as Tier 1 Clients.

On the other hand, consider independent businesses, drug stores, food chains that have 2 or 3 branches within a city. These types of accounts are much smaller than Kimco's but are far more in number. While we may have to put in much more effort to win these accounts (vs. calling one of Kimco's account managers), they are still important and deserve the same quality service as all our clients. Independent businesses would fall under the category Tier 2 Clients.

To attend to Tier 2 Clients, we created a Nurturing program where 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.

Then the system takes over and triggers a fully automated email campaign. The system sends out a series of emails, and according to the Lead's response, the campaign will take them through different pathways until the Lead turns cold or a quote is requested. Once the quote is requested, a sales representative enters to nurture the Lead and make a sale.

The "'program nurtures our T2 potential clients'" by providing them with quality information, individual attention without an excessive investment of time and money.

"'Note:' "When the detective work team makes an error assigning nurture status to an RPH, the system sends an "invalid email" notification (see below). Errors happen when the provided email bounces due to a bad email address, name, spelling mistake, etc., and are resolved by providing accurate, 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 develop the contact further and possible opportunities.

[[File:103.jpg|1024px|frameless|center]]

The information visible from the UI is:
*Moment 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, EG: gas station, shopping mall, etc.
*Assigned to the person responsible for this account.
*Related opportunity: in case it has an RPH assign to it.
*Status: these are useful to quickly see the progress of the detective work executed by the Data Analysis Team.
*Next Action follow up: shows which are the next action scheduled.
*Creator: the person who uploaded the RPH.
*[[RPH#What_options_are_available.3F|Options]]: a set of buttons 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 the "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 appears, 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 access to RPHs and 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 RPH status (if the RPH is associated with an existing account), among 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 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 templates according to the RPH progress level.
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 reported RPH to a specific, existing site Lead or Account in the database to avoid sites' duplication.

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 correct the site assignment if the RPH was incorrectly assigned. Once completed, the system asks for 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, one can quickly convert the RPH 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 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. Using the same function, one can upload audio files and attach them to the RPH.
[[File:111.jpg|400px|frameless|center]]

View History [[File:Viewhistory.jpg|frameless]]

The system saves a log of all the actions done over 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 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 has 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 further information about the RPH.

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 (Emails) 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 quickly creates 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 us 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 ask the user, creating the opportunity, to decide how they would like to proceed. There are two possible options:
*Create Without Splitting: the user will not have access to work with the Item since it is owner-protected.
*Split With Me: The owner access remains the same, but the user can manage the opportunity.

=Quick access=

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

RPH

2021-04-12T18:04:13Z

Editor:

=What is an RPH?=

An RPH (Reported Pothole) is like a lite version of a lead from a business perspective.

Earlier, every time that the company went out and found a pothole, the account managers could create a Lead for it but not capture the follow-up events such as: Did it become a sale or not? Is anyone interested in having us fix it? This process created a lot of duplicates and didn't allow the company to track the sales evolution.

As a result, we decided to differentiate and create a sales process that fit our needs- to track every opportunity over time and connect seamlessly with our customers.

An RPH is a "'reported pothole that exists right now at a site' "and forms the initial step in our process. We know where the pothole is, but we don't know whether it will turn into a Lead or not. Every reported pothole is recorded in our system, whether it is a Lead or an Account.

=What is the difference between a Lead and an Account?=

Leads and Accounts share a lot of information, but the significant difference is whether we have done business with the customer or not. When a Lead has a quote, and the quote becomes a sale, the Lead automatically becomes an Account.

=How is it generated, and when?=

There are several different ways in which RPHs are created.

* Through "'external marketing companies'": With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

The external marketing company will use 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 to know the RPH/ Lead proceeds from their database(*).

* Through "'manual entry'": This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the user to generate the RPH manually.

* Through "'mobile applications'": By far, our mobile applications create the largest number of records in the system. We hire independent contractors, assign them a territory, and give them a license. They are paid to go out, visit every parking lot they can find, and report the potholes in the mobile application. You can find these records in the system with the "pothole hunter" label.

(*) We need to know when we get a contact from an independent contractor so they can get paid and credited for it. In some cases, they might also respond to a past customer, follow the same process, and earn the same pay and credit.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by "Hunters": Hunters are temporary independent contractors that generate RPHs. As explained earlier, they "hunt" potholes.
*Proposal Maker used by "Surveyors": Surveyors are full-time employees who visit and inspect sites that have requested a quote.

Both mobile applications allow the user to quickly send the RPH information to the system by following a simple process. The [[Data Analysis Team]] processes the information and analyzes the likelihood of an RPH to become an [[opportunity]] successfully.

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 the information is uploaded, they need to validate the address. The system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with the exact address/ location, through an integration with Google Maps with geolocation.

If the site already exists in the database, then the system will inform the user about it and automatically link to that existing [[Lead]] or [[Accounts|Account]]. As the user finalizes RPH creation, the [[Data Analysis team]] will also need to validate it.

If the site does not exist, then the RPH is created without a linked site, which may be added afterward based on the analysis results performed by the Data Analysis Team. One can quickly identify this event on the screen with the icon "[[File:01.1.jpg|frameless]]".

== Manual RPH creation (through CRM)==

In the scenario where a customer directly contacts us or requests for a pothole repair, the CRM allows us to create an RPH through a quick process manually. To create an RPH manually, 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 completed, all the information is logged in the system database, no matter the RPH source. This action automatically triggers an email to the assigned user, with two possible results:

*If the site exists, the user needs to verify if the location is linked to the site correctly.
*If the site does not exist, then the user will analyze it and verify its potential.

This process is what we call " "Detective Work" "and it is explained in the next section.

= What happens once an RPH is created? =

After creation, an RPH can have several outcomes:
* RPH becomes a sale, and we "close it as won."
* The RPH does not become a sale but is closed if (a) the decision-maker cannot be reached, (b) lack of interest, or (c) the Account Manager makes a judgment call.

Thus, the system provides the possibility of applying different kinds of statuses to every RPH and Lead and illustrates the level of progress for the sale process.

Every time an RPH is created, the system categorizes it under the "raw" status by default. At this point, what we call the "detective work" begins. The detective work is the process that will take RPH records through the different statuses.

===So what does detective work mean?===

The greatest number of RPHs recorded in the system comes from mobile apps. But how do we know that every RPH generated is a good one and can turn into a Lead? The detective work begins by determining the contact details of whoever is responsible for the property where the pothole is located. By establishing contact with the responsible person, we can create an opportunity.

===Statuses: The pathways of an RPH===

A special team of Data Analysts checks every RPH recorded in the system.

They check 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 the Data Analysts prioritize these RPHs and the Leads into Tier 1 Leads or Tier 2 Leads. Finally, they will try to answer questions: Does the information 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, though an RPH can go through several statuses and steps, they all come down to the next point:
* There is a chance for a sale or
* There is no 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]]

RPH

2021-04-12T17:27:37Z

Editor:

=What is an RPH?=

From a business perspective, an RPH (Reported Pothole) is like a lite version of a lead.

Earlier, every time that the company went out and found a pothole, the account managers could create a Lead for it but not capture the follow-up events such as: Did it become a sale or not? Is anyone interested in having us fix it? This process created a lot of duplicates and didn't allow the company to track the sales evolution.

As a result, we decided to differentiate and create a sales process that fit our needs- to track every opportunity over time and connect seamlessly with our customers.

An RPH is a '''reported pothole that exists right now at a site''' and forms the initial step in our process. We know where the pothole is but we don't know whether it will turn into a Lead or not. Every reported pothole is recorded in our system whether it is a Lead or an Account.

=What is the difference between a Lead and an Account?=

Leads and Accounts share a lot of information but the major difference is whether we have done business with the customer or not. When a Lead has a quote and the quote becomes a sale, the Lead automatically becomes an Account.

=How is it generated and when?=

There are several different ways in which RPHs can be created.

* Through '''external marketing companies''': With the help of their database and marketing campaigns, we can reach more people interested in hiring our services.

The external marketing company will use 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 database(*).

* Through '''manual entry''': This happens, for instance, when a customer calls us, sends an email, visits our website, etc. Typically, these situations require the RPH to be manually generated.

* 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 an independent contractor so they can get paid and credited for it. In some cases, they might also get a response from a past customer where they follow the same process and earn the same pay and credit.

== RPH creation through mobile application ==

There are two different [[mobile applications]] to create an RPH:

*Lead Generator used by “Hunters”: Hunters are temporary independent contractors that generate RPHs. As explained earlier, they "hunt" potholes.
*Proposal Maker used by “Surveyors”: Surveyors are full-time employees who visit and inspect sites that have requested a quote.

Both mobile applications allow the user to easily send the RPH information to the system by following a simple process. The [[Data Analysis Team]] processes the information and analyzes 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 the information is uploaded, they need to validate the address. The system triggers a whole validation process of the site database, searching for any existing [[accounts|account]] with the same address/ location, through an integration with Google Maps with geolocation.

If the site already exists in the database, then the system will inform the user about it and automatically link to that existing [[Lead]] or [[Accounts|Account]]. As the user finalizes the process of RPH creation, the [[Data Analysis team]] will also need to validate it.

If the site does not exist, then the RPH is created without a linked site, which may be added afterward based on the results of the analysis performed by the Data Analysis Team. This event can be easily identified on the screen with the icon "[[File:01.1.jpg|frameless]]".

== Manual RPH creation (through CRM)==

In the scenario where a customer directly contacts us or requests for a pothole repair, the CRM allows us to manually create an RPH through a quick process. 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 completed, all the information is logged in the system database, no matter the source of the RPH. This action automatically triggers an email to the assigned user, 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 creation, an RPH can have several outcomes:
- RPH becomes a sale and we “close it as won”.
- The RPH does not become a sale but is closed if (a) the decision-maker cannot be reached, (b) lack of interest, or (c) the Account Manager makes a judgment call.

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.

Every time an RPH is created, by default, the system categorizes it under the “raw” status. At this point, what we call the “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]]

Intro

2021-04-12T16:51:30Z

Editor:

=General structure of the system=

Pothole Repair is a service company that performs pothole and asphalt repairs. Our company follows a 3-dimensional dataset that informs our processes and allows us to generate revenues:

* '''Specific Site:''' The geographical location of the pothole, informed by an immutable, physical address.

* '''Property management company:''' The company or human that runs the property/ site and is responsible for property management, rent collection, property maintenance, etc.

* '''Human:''' The person who owns responsibility and decision-making capability over the site. That human may or may not (a) be present at the site, (b) manage many other sites, or (c) work for the company on that site.

In many cases, the human works for the property management company hired by the property owner.

[[File:Business Dimensions.png|frameless|center]]

In our business, change is constant. Sometimes the Management Company may change and the human remains the same, or the management company remains the same, but the human leaves and a new person takes over.

This dataset, implemented company-wide, forms the backbone of our process and is structured to easily change each part of this triangle's information without losing the traceability of those changes and keep close, constant contact with the customers.

Main Page

2021-04-12T16:28:57Z

Editor:

Congratulations and welcome to Pothole Repair!

At Pothole Repair, the institutional environment 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 admirable qualities, you will see these ideals demonstrated by our actions and deeds daily.

Please keep in mind the following guidelines while 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 as you wish to be treated: with respect, integrity, and a sincere interest in providing assistance
* Take pride in doing your job well, even when no one is watching
* Remember why you are working- take time to enjoy your family and a balanced work-life.
* Be productive, focus on meeting essential goals and achievements as opposed to simply staying busy. Activity and productivity are not the same.

At Pothole Repair, the Account Management role is executive level and professional. We have high expectations for you to grow within this organization and hope you are ambitious, capable, and motivated. This manual contains 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]]
*[[Dashboards]]

==Miscellaneuos==

*[[History of Asphalt]]
*[[Pothole Patching]]
*[[Glossary|Terms and Definitions]]
*[[Action_Tabs|Action Tabs]]

Main Page

2021-04-12T16:27:52Z

Editor:

Congratulations and welcome to Pothole Repair!

At Pothole Repair, the institutional environment 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 admirable qualities, you will see these ideals demonstrated by our actions and deeds daily.

Please keep in mind the following guidelines while 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 as you wish to be treated: with respect, integrity, and a sincere interest in providing assistance
* Take pride in doing your job well, even when no one is watching
* Remember why you are working- take time to enjoy your family and a balanced work-life.
* Be productive, focus on meeting essential goals and achievements as opposed to simply staying busy. Activity and productivity are not the same.

At Pothole Repair, the Account Management role is executive level and professional. We have high expectations for you to grow within this organization and hope you are highly ambitious, capable, and motivated. This manual contains 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]]
*[[Dashboards]]

==Miscellaneuos==

*[[History of Asphalt]]
*[[Pothole Patching]]
*[[Glossary|Terms and Definitions]]
*[[Action_Tabs|Action Tabs]]

Main Page

2021-04-12T16:24:45Z

Editor:

Congratulations and welcome to Pothole Repair!

The institutional environment at Pothole Repair 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 admirable qualities, you will see these ideals demonstrated by our actions and deeds daily.

Please keep in mind the following guidelines while 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 as you wish to be treated: with respect, integrity, and a sincere interest in providing assistance
* Take pride in doing your job well, even when no one is watching
* Remember why you are working- take time to enjoy your family and a balanced work-life.
* Be productive, focus on meeting essential goals and achievements as opposed to simply staying busy. Activity and productivity are not the same.

At Pothole Repair, the Account Management role is executive level and professional. We have high expectations for you to grow within this organization and hope you are highly 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]]
*[[Dashboards]]

==Miscellaneuos==

*[[History of Asphalt]]
*[[Pothole Patching]]
*[[Glossary|Terms and Definitions]]
*[[Action_Tabs|Action Tabs]]

User:Editor

2021-04-09T19:03:27Z

Editor: create user page