Client Screen

Client Screen

The client screen contains important information about the client.

The information is outlined as follows.

1. Client Status Information
2. Client Contact Information
3. Subscriptions
4. Reviews
5. Original Source
6. Address
7. Notes
8. Technician Notes
9. Client History
10. Client Logs
11. Documents
12. Customer Contact Actions

 

Back to top

 

1. Client Status Information

 

Client Status Information

1. Customer Type
2. Do Not Contact Status
3. Red Star (VIP Status)
4. Red Flag
5. Unpaid Invoice
6. Review Summary
7. Tags

When a client is copied or migrated over from another franchise there will be a migration icon next to the clients name. Clicking on this icon will take the user to the original clients screen/franchise.

Back to Client Status Information

 

1.1. Customer Type

The colored box next to the client name specifies whether the client is residential or commercial.

The blue box containing the building indicates they are a commercial client.

The green box containing the house indicates they are a residential client.

Back to Client Status Information

 

1.2. Do Not Contact Status

If a customer is very difficult to work with, management has to decide if the company wants to continue to do work for the customer. The most common reasons to add a Do Not Contact status on a customer are failure to pay for services, writing bad checks, or abusive or erratic behavior towards employees.  

To add a Do Not Contact status on a customer, click the grey person icon. 

The Do Not Service Audit screen will appear.  Enter a message regarding why this customer shouldn't be contacted.  

Click Confirm.

The client's Do Not Contact status should show an x on it now.

The message will appear in the client comments section.

The message will also appear on the booking screen.

You must be an Admin to remove a Do Not Contact status.

To remove the Do Not Contact status on a customer, click the Do Not Contact status icon.

The Remove Do Not Contact Status screen will appear.

Click Remove. The Do Not Contact Status will be removed.

 

You must have admin permissions to book a client with a Do Not Contact status. A non-admin user will be prompted to have an admin user enter credentials in order to continue booking.

Back to Client Status Information

 

1.3. Red Star (VIP Status)

The red star is used to set the VIP flag.

The red star is set and removed in the same manner as the Do Not Contact status. Its comments appear in the same places in the client history and booking screen as those for the Do Not Contact status.

For more detailed instructions, see How do I set the VIP flag for a client?

Back to Client Status Information

 

1.4. Red Flag

The red flag is somewhat like the Do Not Contact status, although red flagged customers are those you still want to service, but with stipulations.

The red flag is set and removed in the same manner as the Do Not Contact status. Its comments appear in the same places in the client screen and in the booking screen.

Back to Client Status Information

 

1.5. Unpaid Invoice

If the client has an unpaid closed invoice within the last 18 months, this icon will flash.

Back to Client Status Information

 

1.6. Review Summary

Review summary: If the client was a promoter on their last cleaning, there will be a green face icon. If the client was passive, there will be a yellow face icon. If the client was a detractor, there will be a red face icon. If the client didn't enter a number, there will be a gray square representing a 'no score'.  The number next to the face indicates how many reviews they have completed.

Back to Client Status Information

 

1.7. Tags

Tags: This is a list of tags pertaining to this client. You can add or delete tags from the client screen.

Back to Client Status Information

Back to top

 

2. Client Contact Information

This box contains the client's contact information.

1. You can add another contact to this client by clicking Add Contact.
2. Edit Contact. By hovering your mouse over the top right hand side of the box, the edit button will appear. Click this button to edit the client information.
3. The Contact Name. The words "Primary Contact" will display by the name of all contacts marked as the primary contacts.
4. Emails
   • Primary Text - The primary email for this contact is indicated by the word "primary".
   • Blinking Warning Icon - Syncing over email to Campaign Monitor failed. Hover over to see error message. This means this email won't receive marketing emails.
   • Blinking Megaphone - This happens if the email is opted in, but there is no marketing id. If this happens, the user can try saving the email again which will trigger it to try and sync to Campaign Monitor.
   • Blue Megaphone - Email is opted in to marketing through Campaign Monitor.
   • Red Megaphone - Email is opted out of marketing through Campaign Monitor but the email is in Campaign Monitor.
   • Black Megaphone - Email is opted out of marketing through Campaign Monitor and the email is not in Campaign Monitor.
   • No Megaphone - Email isn't doing anything with Campaign Monitor.
5. Phone
   • Info Icon - Some numbers may have a info icon. The info icon shows what numbers looked like before they were formatted.
   • Bell Icon - The bell icon displays if the phone number is opted into receiving SMS reminders.
   • CheckBox - The checkbox icon displays if this phone number is opted into receiving marketing texts.
   • Primary Text- The primary email for this contact is indicated by the word "primary".
6. Contact Info - Any information attached to a contact will show here.
7. Tags - Any tags attached to the contact will show here.

When does Zr Ware® sync with Campaign Monitor?

 

2.1. Edit Contact Info

You can then edit or add to the client information.

1. The current name of the contact. If the contact is the Primary Contact, then those words will be displayed after the name, in parentheses.
2. Tags. Use this field to manage the set of tags that this contact is tagged with.
3. Active. Active contacts can be added as the service contact to bookings, while inactive contacts cannot.
4. Primary Contact.
5. Title, First, and Last Name. Use these fields to enter the contact's first and last name. A first and last name are required on all contacts.
6. Click the "Add Email" button to add emails to the contact.
   • If this is the primary email, be sure to check the "Primary" checkbox next to the primary email.
   • Opt-in email for marketing through Campaign Monitor. System user will receive a warning before opting the customer out and before opting them back in. The default setting is determined by Admins. If the client chooses to opt-out you must have admin permission to opt them back in. 
7. Click the "Add Phone" button to add phone numbers to the contact.
   • If this is the primary phone number, check the "Primary" checkbox.
   • SMS Marketing: CSR's can choose the opt-in status here. If you have the SMS opt-in confirmation trigger set up in Admin > Message Center, a text will be sent to the customer letting them know they have been opted in and they have the option to opt-out. Default status is determined by Admins.
   • SMS Transactional texts: Clients are automatically opted-in to receive transactional text messages when they book online. CSR's can choose the opt-in status here. Default status is determined by Admins.
     • The transactional opt-in simply governs the Appointment Confirmation, ETA Text, and the final Review Invitation.
   • Extension. The extension for this phone number.
   • Phone numbers will be checked for a valid format depending on the country chosen. 
8. Use this drop-down to set the approximate age of the contact.
9. Use this drop-down to set the gender of the contact.
10. Delete. If the client is not used in the system, it can be deleted. This is primarily for contacts that were created from partial online bookings that are not used. This button will only appear if it can be deleted (it must not be the primary contact and it must not be the service or billing contact on a booking).

Back to Client Contact Information

Back to top

 

 

3. Subscriptions

The Subscription feature is turned on by Headquarters. Please send in a support ticket if you wish to have this feature turned on.

The Subscriptions box shows what subscriptions or recurring appointments this client has. 

If you hover over the top right of the box, an edit button will appear. Here you can add, edit, or delete a callback subscription or a recurring appointment. 

When you or a customer create a callback subscription, the callbacks will appear in the Callbacks modal and Callbacks tab. 

When you create a recurring appointment here, after the clients next job, a recurring appointment is created on the specified interval. This will happen for every job done on every unique address for the client.

Make sure the customer has agreed to a recurring appointment or a callback subscription before creating them.

Back to top

 

 

4. Reviews

Reviews: This box shows all of the feedback that the client provided. The green line on the left side indicates that they are promoters. If they are passive, the line will be yellow.  If they are detractors, the line will be red. If they didn't leave a score, the line will be grey. 

Back to top

 

5. Original Source

This box will show the original source for the client.

Back to top

 

 

6. Address

Address: This box contains the client's address. From this box you can add a new service address as well as edit an existing address.

From this part of the screen you can

1. Add New Addresses
2. Edit An Existing Address
3. View an Existing Address

Back to top

 

 

7. Notes

Notes Tab: This will show you all the notes for the client. 

View the article "Understanding the Client Comments" for more information.

Back to top

 

8. Technician Notes

Technician Notes Tab: Notes that the technician adds from his mobile phone will populate here.

Back to top

 

9. Client History

The Client History will give you information on upcoming, in progress and completed jobs for this client.

1. Client History Tab: This lists all job history pertaining to this client.
2. Click here for more information on Client History Actions. If this is a client that was copied over from a previous owners Zr Ware, this will be replaced with a info icon and the client history for the job will be Read only.
3. Technician: the Primary Technician will be displayed first.
4. Use the Prev and Next buttons to move from page to page.

 

If the job is a Recurring Appointment, you will see:

• A recurring appointment Icon by the appointment date.
• A special discount for the recurring appointment(optional).
• Possibly some services that have lines through them, this means those services have been deactivated. You can adjust those services as needed.
• A booking source showing that it came from a recurring appointment.
• Option to send recurring appointment notifications from the Action drop down.

Back to top

 

10. Client Logs and Reservice Surveys

Client Logs Tab: Client logs will be displayed under this tab.

Reservice Surveys will also be displayed here.

If there are no client logs, or there are no Reservice Surveys, these blue bars will display.

Back to top

 

11. Documents

Documents: Zr Ware® gives you the ability to upload documents to the client record. You can upload pictures, or any other document that you feel would be important to add to the client record. When at least 1 document has been uploaded, a red dot will appear next to the document icon letting you know that documents exist for this client.

 

Back to top

 

12. Customer Contact Actions

1. Call Backs: Click this button to see all upcoming tags for the client. This is where you can edit or delete upcoming call backs.
2. Set Next Contact Date: Click this button to set a call back for this client. The client will then appear on the call back list on the specific date chosen.
3. Book Appointment: Click this button to book an appointment for the client. This will direct you to the booking screen.
4. Client Settings (Cog icon): Click this button to merge clients or change the tax status of commercial clients.

 

12.1. Call Backs

1. A call back can be deleted by checking the box(s) by the call back(s), then clicking the Delete Selected Button. If the call back is green it is a subscription callback.

Back to 12. Customer Contact Actions.

12.2. Set Next Contact Date

2a. Select a date that the call back will appear on.

2b. Comments are required. This comment will appear in the Dashboard with its call back. It will also be visible in the call backs section of the client page.

2c. The call back group. This is the group that the call back will be placed in.

The call back will appear in the Dashboard in its group when the selected date arrives. Call backs can be filtered by their groups.

The call back groups can be modified in Admin.

Back to 12. Customer Contact Actions.