Follow these steps to create a Revenue or Non-Revenue(Estimate) Booking
- Clicking on the Clients tab
- Click the "New Call" button. It's the green button with the phone icon on it in the top right hand corner of the screen.
- Click "New Appointment"
The Booking Screen
This will take you to the booking screen.
The booking screen has been designed in a way where you can allow the conversation with the customer to flow where it would naturally go. There is no specific order that information needs to be entered.
- Existing Client
- Commercial Client
- Service Contact
- Service Address
- Email Settings
- Client Information
- Tags, Reminders, Technician Notes, Dispatch Notes, and Client Comments
- Sources
- Revenue Type
- Services
- Departments - If your base is auto splitting the booking by department. This option is hidden.
- Calendar
- Completing the Booking
1. Existing Client
If the customer is an existing client, use the search bar to search for the customer. You can search by name, phone number, email or address by default. If you want to speed up the search you can click on the drop down box to the right of the search box and choose a more specific criteria to search through.
Once you click on the correct customer, their information will populate into the booking screen (specifically the Service Contact section and the Service Address Section).
If you select the wrong client, you can clear it and start again by clicking the Reset button.
2. Commercial Clients
If the customer is a commercial client, place a checkmark in the box "This booking is for a commercial client".
Checking the box will allow you to
- enter the company name,
- select the company industry, and
- enter the PO number.
3. Service Contact
This item is required to complete a booking.
- Create a Booking for a New Service Contact
- Create a Booking for an Existing Service Contact
- When Billing Contact is Different than Service Contact
3.1. New Service Contact
If the client is a new customer, enter in their information here.
Enter the:
3.1.1 First and Last name of the contact
3.1.2 Phone Number: Phone numbers are checked for proper format. (See this article for details on phone number validation.)
3.1.2a. Make sure the country is correct. The country should automatically change depending on the phone number input.
3.1.2b. Enter the Phone Number in the space provided.
3.1.2c. If applicable, enter the Extension.
3.1.2d. You can set set the type of phone number by first clicking the drop-down button, then selecting the type from the drop-down list.
3.1.2e. Press the plus button when you are finished to add a phone number to the client. You can add multiple phone numbers.
- Once the phone number is added, you can choose the opt in status for marketing and transactional texts.
- The default setting is set by Admins.
- If you opt a number into marketing texts and you have the SMS marketing opt-in confirmation trigger set up in Admin > Message Center, a text will be sent to the phone number letting the contact know they have been opted in.
- The following soft warnings are to help CSRs remember to ask customers while on the phone if they would like to be opted into receiving SMS Marketing text messages:
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For New Customers:
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If your base does not require explicit opt in (Admin > Reservations), CSR's will not see these soft warnings.
- If your base does require explicit opt in (Admin > Reservations), CSR's will see these soft warnings.
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For New Customers:
3.1.3. Email: Enter the email for the contact.
- Once the email is added, you can choose the opt in status for marketing emails.
- The default setting is set by Admins.
3.2. Existing Service Contact
3.2a - If there is more than one contact for the client you selected, you can select them using these radio buttons.
3.2b - View/Edit Contact Name
Occasionally, you may want to edit the contact's name while you are creating a booking.
Most of the time, this will happen when you create a booking from a partial online reservation. When you do that, sometimes the contact's name will be "null null" like in the image below.
- To edit the name, click on the edit button by the name.
- Text fields will appear below, in which you can type the new first and/or last name.
- You may press the edit button again to close the fields, although this step is optional. The new name(s) will be saved when the booking is saved.
Note that you can only change the name of the contact that will be used for this booking. You cannot change the name of other contacts on this screen at the same time.
3.2c - You can view and add phone numbers here to the contact.
- You can choose the opt-in status for Marketing and Transactional texts that will go out for each number.
- When adding a new number, the default opt-in status is set by Admins.
- If you opt a number into marketing texts and you have the SMS marketing opt-in confirmation trigger set up in Admin > Message Center, a text will be sent to the phone number letting the contact know they have been opted in.
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The following soft warnings are to help CSRs remember to ask customers while on the phone if they would like to be opted into receiving SMS Marketing text messages.
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For Existing Customers:
- If a customer is not opted in to receive SMS Marketing text messages, the CSR will now see a soft reminder to ask the customer if they would like to be subscribed and will see a 'Subscribe' blue action link under each unsubscribed phone number.
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For Existing Customers:
3.2.d - You can view and add new emails for the contact here.
- Once a new email is added, you can choose the opt in status for marketing emails.
- The default opt in setting for new emails is set by Admins.
3.2.e - View Client - Quick link to this clients profile.
3.3. When Billing Contact is Different than Service Contact
If the customer has a different billing contact, deselect the box "Use this contact as the billing contact".
This will expand the window and create a place for you to enter the First Name, Last Name, Phone Number and Email for the billing contact.
4. Service Address
This item is required to complete a booking.
4.3 When Billing Address is Different than Service Address
If the 'Use this address as the billing address' box is unchecked by default it means that the default billing address is referencing an inactive address.
If the customer has a different billing address, uncheck the box "Use this address as the billing address".
This will expand the window and allow you to enter the billing address.
The expanded window may be filled out the in the same way as the window for the service address.
5. Email Settings
- Send Confirmation Email. This checkbox controls whether or not a confirmation email is sent to the customer for this booking. If it is checked, the confirmation email will be sent. If it is not checked, it will not be sent. When saving a booking, confirmation emails are sent only for new bookings and for bookings whose appointment date has changed (i.e. changing the appointment date of the booking will resend the confirmation email). Therefore, if this box is checked, but a confirmation email has already been sent (or this box was previously checked), it will not try to send another confirmation email unless the appointment date is changing.
6. Client Information
If you are creating a booking for an existing client, they may have information appear here.
This section will not appear for new clients.
7. Tags, Reminders, Technician Notes, and Client Comments
The top right hand side of the booking screen contains important information regarding the booking
- This is where you enter tags. Tags are very important because it allows you to filter certain customers out of your database. Zr Ware® allows the ability to attach tags to products so that when that product is added to the booking, the associated tag auto populates into the tags section for the client. The tag list and the assignment of tags to products is controlled by the franchise admin.
For 2-4, see this article.
5. Client Comments is where you enter information that needs to be saved on the client record.
Please be very professional in what you write in the notes sections. Do not store any credit card or other financial information in these notes.
8. Sources
This item is required to complete a booking.
Source is how the client heard about your company. Some sources will also have a child source that must be selected before the booking can be completed. Sources are controlled by the franchise admin.
There are five kinds of sources, and how they appear on the source screen will depend on the kind you have selected.
8.1. Blank
If nothing appears on the right-hand side, you have successfully selected the source.
8.2. Drop-Down List
Select a source from the Drop-Down menu that appears on the right-hand side of the Sources section.
8.3. Search for User...
To search for a user (someone who is a user in Zr Ware®):
- Begin typing their name in the search bar, then
- Select their name from the list of names that appears.
8.4. Search for Client...
To search for a Client (a customer in Zr Ware®):
- Begin typing their name in the search bar (Make sure you wait and leave the cursor in that box until the results show up).
- Select his or her name from the list of names that appears.
8.5. Value
If Value appears in this field, you may enter any text for value for the source.
9. Revenue Type
Check this box if the job is non-revenue job. The non-revenue type will then need to be selected.
- Re-service: When a re-service has been selected, the technician is not able to add any information to the booking. If while at the re-service, the customer asks for revenue work to be completed, the technician will need to call dispatch and have them create a new revenue booking.
- Drop-off: This is to be used when a technician needs to drop an item off at a customer's home
- Pick-up: This is to be used with a technician needs to pick up and item from a customer's home
- Estimate: When an estimate has been selected, the technician is able to add service items which will create a booking. The job can then be completed as revenue producing.
If you accidentally choose the wrong revenue type, you can go back in and change it after creating the booking.
10. Services
- Booking with Departments
- Adding a Service
- Adjusting Quantity/Price
- Deleting a Service
- Tax
- Zone Minimum
- Promo Codes
- Pre-Approve Invoice (Admin only). Use this checkbox to pre-approve the invoice so that the customer does not need to sign for approval at the completion of the job.
10.1. Booking with Departments
If your base is auto splitting by department or the CSR chooses to split the booking by department, tabs for each department will show up above the Services box. Click here for more info.
10.2. Adding a Service
Services is where you enter the services the customer is requesting. Start typing the name of the service in the service box and it will find that service for you.
You can use your mouse to select a service from the list, or you can press Enter on the keyboard to add the item highlighted in blue.
The item will be added to the booking.
Some line items like 'Forced Services' may automatically show up on the service list.
When these Forced Services are added to a multi department booking, the Forced Fee line item with the highest department priority will be added to the booking.
10.3. Adjusting Quantity
You can adjust the quantity by using the arrows or by entering a number manually.
You can adjust the price in the same way.
10.5. Tax
In order for tax to be calculated the service address must be selected!
The tax looks at:
- Are you using Advanced Sales Tax (Admin > Sales Tax)?
- Are you using the zone tax rate (Admin > Zones)?
- Is the product or service checked as taxable (Admin > Products & Services)?
10.7. Promo Codes
10.7.1. Add a Promo Code
To apply a Promo Code:
- Select one from the drop-down menu at the bottom of the screen,
- Then click apply.
The Promo Code will be applied to the booking.
The system allows for multiple promo codes to be added to each booking, except for those excluded by admins and promos of type "Special" (i.e. those that normal line items to the booking). Repeat the steps below to add more than one promo code.
The Promo Code will be added to the booking.
10.7.2. Remove a Promo Code
To remove the promo code, click the trash can at the bottom of the Services section.
11. Departments
Each franchise has the option of automatically splitting booking by department, or allowing CSRs to choose to split by department or cross departments.
11.1. Manually Split Departments
To split bookings by department,
- check the box in the top-right corner,
- this expands a list of departments that may be selected. A booking will be created for each of the departments whose box is checked.
Details on how to use this feature are in this section.
If your franchise has chosen to automatically split bookings by department, the Departments section will not appear on the booking screen.
Rather, bookings will automatically be split into the appropriate departments based on what products are added.
Details on how to use this feature are in this section.
11.3. Split by Department
- Define Service Address for Each Department
- Tags, Reminders, Technicians, and Comments by Department
- Define Source for Each Department
- Booking Services with Departments
- Schedule Booking for Each Department
This bar will be displayed at the top of several sections: the Notes and Reminders section, the Services section, and the Calendar section. It may also be optionally defined for the Service Address and the Sources sections.
It indicates which Departments are active.
One booking for each of the Departments listed in the bar will be created when the Complete Button is pressed.
In this case, a booking would be created for all the Departments (Commercial, Ducts, Flooring Installation, Hardwood, Residential, Rugs, and Stone) for a total of 7 separate bookings.
11.3.1. Define Service Address for Each Department
- If the client has more than one service address, you can specify separate service addresses for each department by checking this box.
- This will open the top bar. Use these steps to define a service address for one of the departments. Then repeat for each additional department needed.
11.3.2. Tags, Reminders, Technicians, and Comments
- Departments: This bar will display with multiple department names if multiple bookings are being created. The active department is highlighted in blue, and comments for that department's booking will appear below. Client Comments only need to be added to one department. All other comment categories (Tags, Morning Reminders, Notes to Technician, and Dispatch Notes) are specific to one booking.
When splitting by department, the following comments are specific to, and need to be defined for, each booking that is created:
11.3.3. Define Source for Each Department
If your franchise splits bookings by department:
- Sources may be defined for each department by unchecking the checkbox whose description reads "Define source for each department."
- Sections for departments will appear. Each one can be selected by clicking the name of the department.
11.3.4. Booking Services with Departments
If you are splitting bookings by Department, each Department's line items will be visible by selecting the Department's icon in the top-left corner.
You can book services for each Department separately by adding services. They will automatically be placed into the correct Department, as long as the Department is selected in the Department Section (#2 in this link) or your Franchise is set to automatically split into Departments.
11.3.5. Schedule Booking for Each Department
- When splitting by Department, a booking is created for each Department that is listed. Set the appointment date for one Department, then continue to the remaining Departments by selecting them from this bar.
- The Calendar will show appointments available for the routes that are assigned to the department selected. In this example, days 13, 14, and 15 are almost full for the Ducts Department, but are free for Hardwood and Residential.
- The capacities shown are specific to the Department you are viewing. So is the window and Home Vacancy.
- If your Franchise is using the Schedule Appointment feature, you will need to route each Department's job as well. Note that only routes that are associated with the department you are booking will appear here when scheduling.
11.4. Cross Departments
If your booking crosses Departments (i.e. it is not split by Department), it will be booked as before.
12. Calendar
- The estimated length of the booking. This value can be changed manually if desired.
- The Calendar is used to select the day of the booking.
- If the franchise you are in is not using the Intelligent Booking feature, then the calendar's cell color is determined entirely by the number of jobs on a given day, in conjunction with the goals set by the company. The colors are designed as hints, but the system is designed to help inform the CSR on how to proceed, rather than specify explicitly whether an appointment can be booked or not. We use red to show that a day is overbooked or full in terms of number of jobs as a whole, not on a per route basis. Green days mean there is ample space available. Yellow days are approaching full, so additional information should be used to determine whether or not to book. Specifically, a day will be yellow if the number of available slots is greater than 0 and less than or equal to the threshold defined by the franchise.
- If the franchise you are in is using the Intelligent Booking feature, then coloring will be different. Red represents days that have met or exceeded the daily goal for the number of jobs, and are not available. White represents days that are under the daily job capacity, but that do not currently have an available arrival window (see this article for what affects availability). Green represents days that have available arrival windows.
- When a day is outlined in black, that means there is another booking in the same zone on that day, that should correspond with another visible container above the calendar where it says “# [Zone Name]” in a colored container of the zone’s configured color.
- This will show you how many other jobs you have in that certain zone on the selected day.
- Select the requested booking window. You have the option to select Any Time, Morning, Mid-Day, Afternoon, After 4pm, or Specific time. If you select specific time, you will have the option to input the start time. This is only used to let dispatch know what window or time slot the customer is requesting. It does not mean the customer will be officially booked in that window or time slot.
- Check this box if the home is vacant. This will make a note on the technician app so that the technician is aware.
- Intelligent Booking.
- This only shows up for non-revenue jobs. If checked, this job will not block out any arrival windows. There is a company setting to have this checked by default.
- The "progress bars" to show the amount booked for a given day. This is meant to serve as a gut check / additional piece of information when making judgement calls on the "yellow days".
- The capacity bars will show you the capacity for the day you have selected.
- This indicates the number of morning bookings scheduled for the day you have selected. This is important to look at as you schedule a booking as you only have a certain capacity for morning bookings. e.g. If you have 7 vans, you can not have 10 morning bookings.
- This indicates the non revenue bookings for the day you have selected. Consult with your management team on how many non-revenue bookings are allowed for one day.
- These are the total capacity bars that include all departments.
- This shows the schedule(map view) for the selected day. It will show all jobs on the route based on the selected department. See also Capacities.
If this is a Recurring Appointment: If today is after the calculated first Reminder Date that uses the selected date. CSR will see this message.
12.1. Intelligent Booking
If the franchise you are in is using the Intelligent Booking feature, you have the option of selecting arrival windows after choosing a day to schedule the job. This is optional; bookings may still be scheduled for the day only.
- When you select a green day, available arrival windows will be displayed below the calendar.
- You can then select one of the arrival windows. That action will create a pending reservation on the schedule at the selected time so other users don't book overlapping jobs. After an arrival window is selected, the booking can be completed as normal. If an arrival window is selected when the booking is saved, it will place the job immediately on the schedule at that time.
Red and white days will not have available arrival windows.
This reservation will expire after a set amount of time.
A counter is displayed at the top of the screen that shows you the remaining time until the reservation expires.
If the reservation expires, you will need to select a new arrival arrival window, otherwise the booking will not be saved to the schedule but will instead be saved only to the day.
13. Completing the Booking
- Unpaid Invoice
- Set Next Contact Date
- Lost Sale
- Complete a Booking
- Complete and Route: This will complete the booking and take you to the schedule view to route it. This button has been moved to a drop down under the Complete button.
- Complete Missing Information
13.1. Unpaid Invoice
If the client has an unpaid invoice, the triangle icon will flash.
13.4. Complete Booking
Once all the necessary information has been entered into the booking, you will see a button with a green arrow and the Complete Booking button will be activated.
Click Complete.
You will then be taken to a confirmation screen that informs you that the booking was successfully saved. This confirmation also shows the date in which the appointment was booked.
- The client name contains a link to the client screen.
- The date is a link to the map view for that date.
13.6. Complete Missing Information
If you go to complete the booking, but the Complete Booking button is not active it means you are missing necessary information. By moving your cursor over the red "i", a hover note will show you the necessary information you are missing.
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