New Work Request/Job

The process for new work requests that are received from Service Fusion, or via the phone

Incoming Channels

Work requests can be input a few ways

• By the customer via our website portal

• In an email directly to info@repairprochico.com

• Via phone by calling our main office line

1. Confirm Receipt

• A new job will be created. If it came from an estimate, it's best to convert the estimate to a job after it's approved.

  • Jobs from the portal are RED and FLAGGED "Contact Needed"

• Collect Entrance instructions

  • If landlord or management company instructions on where to pickup the key and any access code needs to be added.

  • If appointment is requested or notice is required, that will need to be noted by updating the SUBSTATUS to Notice Required

    • Additionally update Permission to Enter in the Custom Fields Area

• Collect Urgency (if unclear)

• Add Reminder Template

• Add any other notes or information you know or have gathered

• Update status to "Awaiting Schedule"

2. Request Scheduling

• Locate the job and click "Email"

• Select (Internal) Job Needs Scheduling

  • Email the job to dispatch@repairprochico.com

  • Attach and PDF - Standard Job/Work Order

  • Send

3. Scheduling

• 1. Receive "(Internal) Job Needs Scheduling" email.

  2. Determine which tech(s) are capable of completing this work

  3. If job is to be scheduled within two weeks, analyze the schedule of applicable techs (dispatch grid in SF) for nearest available time slot.

     • If job needs to be scheduled more than two weeks out (painting, rehab, new construction), use SmartSheets to schedule and allocate resources.

  4. Each tech has differing levels of ability, so some techs can handle 6 jobs a day, some only 2. Consider this.

     • Once the particular smartsheet schedule is feasible, manually transfer information into service fusion.

  5. Once the date and arrival window are determined, save the job.

     • Email "(Internal) Job confirmation" to applicable property management company (IPM/Locale)

  6. Email "(Internal) Job confirmation" to applicable property management company (IPM/Locale)

Conclusion: SmartSheets is used to track milestones on larger projects. When I want to gauge progress on turns, I compare the most recent MIC's that were completed to the smartsheet date that was scheduled at the beginning of the season. When I want to schedule a large painting project I add the estimated duration, and predecessor, then smartsheets calculates when that painting job can occur.

Same goes for all work backlogged more than 2 weeks.

Maintenance calls are scheduled entirely based on the service fusion dispatch grid and are handled in chronological order, FIFO.

4. Send Customer Confirmation

• Locate the job and click "Email"

• Select Customer Confirmation Template

  • Confirm Customer has an email record. If not make sure to add it.

  • Sometimes you'll have to click other contacts on the Email Job pop up for all contacts

  • Do not attach and PDF

  • Send

5. Request Deposit

For jobs over $4000, we required a $1000 deposit, or cost of materials before we start

• Locate the job and click "Email"

• Select Job Deposit/Payment Due Template

  • Confirm Customer has an email record. If not make sure to add it.

  • Sometimes you'll have to click other contacts on the Email Job pop up for all contacts

  • Attach as PDF using the "Progress Deposit" attachment

  • Send