{"id":23900,"date":"2020-08-04T04:23:16","date_gmt":"2020-08-04T04:23:16","guid":{"rendered":"https:\/\/www.process.st\/templates\/simpro-service-systems\/"},"modified":"2024-02-29T02:41:13","modified_gmt":"2024-02-29T02:41:13","slug":"simpro-service-systems","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/simpro-service-systems\/","title":{"rendered":"Simpro Tutorials"},"content":{"rendered":"
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How long to allow per job<\/h2>\n
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See the below rough time frames for jobs and how long we should allow for certain things:<\/p>\n

Always allow for travel to and from site for all jobs the below time frames only include time on site, pricing the job and travel to and from site is not included.<\/strong><\/span><\/p>\n

Installing Ceiling Fans:<\/strong> 1 hour <\/p>\n

replace Ceiling Fans: <\/strong>45 Minutes <\/p>\n

Replace Smoke Detectors:<\/strong> 10-15 minutes per smoke detector<\/p>\n

Install\/Hardwire Smoke detectors: <\/strong>45 minutes - 1 hour per smoke detector<\/p>\n

Install Downlight's: <\/strong>4 Down Lights per hour if in the same room<\/p>\n

Replace Down Lights to LED:<\/strong> 15 minutes per downlight<\/p>\n

Install Pendant Light: <\/strong>one hour<\/p>\n

Over Bench Pendant Lights: <\/strong>allow 2 - 2.5 hours on site<\/p>\n

Bedside tables:<\/strong> allow 2 hours<\/p>\n

Over Dining Area:<\/strong> 1 hour<\/p>\n

Install Spotlight:<\/strong>1 hour per spotlight<\/p>\n

Replace Spotlight: <\/strong>30 minutes per spotlight<\/p>\n

Repair Oven: <\/strong>1 hour<\/p>\n

Fault Finding: <\/strong>1 hour<\/p>\n

CCTV System (single story) see below:<\/strong><\/p>\n

4 cameras: <\/strong>3 hours on site<\/p>\n

6 cameras: <\/strong>4 hours on site<\/p>\n

8 cameras: <\/strong>6 hours on site<\/p>\n

Replace oven: <\/strong>one hour on site<\/p>\n

Hardwire and oven:<\/strong> 1.5 hours on site<\/p>\n

install Power Point: <\/strong>45 minutes on site <\/p>\n

Install Data Point: <\/strong>45 minutes on site <\/p>\n

Install TV Antenna: <\/strong>1.5 hours<\/p>\n

Re run data cable for NBN: <\/strong>1.5 hours<\/p>\n

Install IXL light: <\/strong>1 hour<\/p>\n

Replace IXL Light: <\/strong>30 minutes<\/p>\n

Install Exhaust Fan: <\/strong>1 hour<\/p>\n

Replace Exhaust Fan: <\/strong>30 minutes<\/p>\n

Install LED Fluros: <\/strong>1 hour<\/p>\n

replace LED Fluros: <\/strong>30 minutes<\/p>\n

 Wall Mount a TV: <\/strong>2 hours<\/p>\n

Install Sound Bar: <\/strong>1 hour<\/p>\n

Replace Light Switch: <\/strong>15 minutes<\/p>\n

Outdoor power point:<\/strong> 1 hour<\/p>\n

Install 15\/20amp power point:<\/strong> 1-1.5 hours<\/p>\n

Install a Range Hood:<\/strong> 2-3 Hours<\/p>\n

Replace a Range Hood:<\/strong> 1-2 hours<\/p>\n

Hot Water repair:<\/strong> 1 hour<\/p>\n<\/p><\/div>\n<\/section>\n

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How to follow up on quotes<\/h2>\n
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Every Friday it is important that we follow up on all quotes in the system and try and book in as much work from these previous quotes as possible.<\/p>\n

It is also very important to write notes in each quote with weekly updates so that everyone in the office is aware of where the quote stands and when the last time the customer was contacted.<\/p>\n

As much as we want to convert all quotes to jobs we don't want to annoy the customer and contact them too much, that's why having notes in the job helps to ensure no one is double contacting the customer.<\/p>\n

To follow up on a quote you need to go into the quotes tab on the control panel of sim pro (the clipboard icon)<\/p>\n<\/p><\/div>\n

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Click on the open quotes tab, you will then be directed to the below screen:<\/p>\n<\/p><\/div>\n

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one you're in the above screen you can see all current open quotes we have in the system.<\/p>\n

Click on the first quote in the list, you will be directed to the below screen:<\/p>\n<\/p><\/div>\n

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Once in the Quote you need to read over the job description to understand what kind of job we have quoted for, this will be located under 'Description' on the left hand side of the job<\/p>\n

Then you need to read over the notes on the right hand side of the screen under 'Timeline' - this will show all notes and events that have happened since the quote was created.<\/p>\n

You can see in the notes, this quote was created on 2\/02\/21 and the customer hasn't been contacted since then, the next time to contact this customer would be on the 9\/02\/21 exactly 1 week after.<\/p>\n

However, we would contact this customer on 'Follow up Friday' of the same week.<\/p>\n

When contacting a customer you need to go to their customer profile on the top control panel on the screen:<\/p>\n<\/p><\/div>\n

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once you click on the customers name you will be directed to the below screen:<\/p>\n<\/p><\/div>\n

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From the above screen you can now call the customer and get an update on the quote and if they want to proceed with the job, Please follow the below script.<\/p>\n<\/p>\n

You:<\/strong> Good Morning\/Afternoon Customer, Its Stephanie calling from Sutton Security and Electrics how are you today?<\/p>\n

customer<\/strong>: Good thanks!<\/p>\n

you<\/strong>: Wonderful, I'm just giving you a call to follow up on the job we did for you yesterday, just wanted to follow up and make sure you were happy with how everything went? Were you happy with the work our electricians did for you?<\/p>\n

customer<\/strong>: Yes, the boys were lovely, very professional and got everything done, I was very happy with the work. (99% of the time this is the response we get)<\/p>\n

If the customer was unhappy with anything or has any complaints you need to note all of this down and write it all in notes, then send an email to Rach to let her know so she can follow up with the customer.<\/p>\n<\/p><\/div>\n<\/section>\n

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How & why to follow up on jobs from the day before<\/h2>\n
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We need to follow up with customers everyday on the previous days jobs, we do this to make sure our customers are happy and so we can make sure we are following up and keeping in touch with our customers.<\/p>\n

By doing this is shows a really good level of customer service and it also shows the customers that we really care about them and their experience.<\/p>\n

Also some customers may be unhappy but didn't say anything to the guys, but may feel more comfortable telling us in the office that they had an issue, this was we can fix the issue and turn the customer around so that they use us for future electrical work.<\/p>\n<\/p>\n

To follow up with previous days jobs you need to go into the daily schedule:<\/p>\n<\/p><\/div>\n

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You need to go into every job individually, go into the invoice and read the description so you can familiarise yourself with what we did on the job before you call the customer.<\/p>\n

once you have familiarised yourself with the job, call the customer and follow the below script:<\/p>\n

You:<\/strong> Good Morning\/Afternoon Customer, Its Stephanie calling from Sutton Security and Electrics how are you today?<\/p>\n

customer<\/strong>: Good thanks!<\/p>\n

you<\/strong>: Wonderful, I'm just giving you a call to follow up on the job we did for you yesterday, just wanted to follow up and make sure you were happy with how everything went? Were you happy with the work our electricians did for you?<\/p>\n

customer<\/strong>: Yes, the boys were lovely, very professional and got everything done, I was very happy with the work. (99% of the time this is the response we get)<\/p>\n

If the customer was unhappy with anything or has any complaints you need to note all of this down and write it all in notes, then send an email to Rach to let her know so she can follow up with the customer.<\/p>\n<\/p><\/div>\n<\/section>\n

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What to do when we have no jobs<\/h2>\n
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When we are quiet or don't have at least a week booked in advance we need to go through certain things to bring in more jobs.<\/p>\n

In the below order please do the below:<\/p>\n

1. Follow up on all Pending jobs<\/strong> - any of these jobs that are not booked in, you need to try and schedule the job, read all notes and then call the customer to see if we can schedule\/reschedule the job.<\/p>\n

2. Follow up on all Progress jobs<\/strong> - any of these jobs that are not booked in, you need to try and schedule the job, read all notes and then call the customer to see if we can schedule\/reschedule the job.<\/p>\n

3. Follow up on all Quotes<\/strong> - Any open quotes in the system, the customer can be called and try and convert the quote to a job and get it booked in.<\/p>\n

4. Cold Call Customers<\/strong> - Go to the cold calling customers spreadsheet located in google drive and call 10-20 customers and see if they need any electrical work done.<\/p>\n

5. Speak to each of the A Grades<\/strong> and ask them to create jobs onsite when customers talk about future work. Any future work at all, then we can call these customers in a few weeks to check in. <\/p>\n<\/p><\/div>\n<\/section>\n

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How To Login to Simpro<\/h2>\n
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Open up https:\/\/login.simprosuite.com<\/a> and login.<\/p>\n

The login must be form your own details, eg:<\/p>\n

Username:<\/p>\n

Password: <\/p>\n

All Usernames & Passwords are in the file \"Account Logins\"<\/p>\n

once you have logged in you will see the home page (as pictured below) this means you have successfully logged on.<\/p>\n<\/p><\/div>\n

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How To Create A Job<\/h2>\n
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1. Once logged into simpro, on the left hand side click on the icon with the Spanner to open up the below window:<\/p>\n<\/p><\/div>\n

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2. once you have the above screen click on 'Service Job' under the create new section. this will then re direct you to the below screen:<\/p>\n<\/p><\/div>\n

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3. Select the customer you are going to create the job for OR if you are creating a new customer you need to do that first.<\/p>\n

4. Type in the customers first and last name in the 'Customer field' the drop down box will appear and the customer should appear. If the customer does not appear you may need to create one.
(see template for 'how to create a customer')<\/p>\n

5. Once you select the customer from the dropdown box you then need to select the customers address, see below image:<\/p>\n<\/p><\/div>\n

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9. Once the customer, site and Job Name have been filled in you need need to select the type of job, All types of jobs are listed the 'Cost Centre' drop down, see below image:<\/p>\n

(for explanation of job description and job types please go to 'How to write a job description' template)<\/strong><\/p>\n<\/p><\/div>\n

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10. Once you select the type of job, move below to the description and fill in all the relevant information.<\/p>\n

11. First bit of information you need to add in is at the very top of the description, you need to write the date and time we will be attending site to complete the job.<\/p>\n

see below image of what it will look like prior to adding in the date and time:<\/p>\n<\/p><\/div>\n

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14. The job has now been created - you now need to select finish OR next at the top right hand corner of the screen to Dave the job and exit or next to save the job and schedule. See template 'How to schedule a job' for the next steps.<\/p>\n<\/p><\/div>\n<\/section>\n

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How to Create a Customer while booking a job<\/h2>\n
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To create a new customer in the system.<\/p>\n

1. You need to click on the customer icon on the control panel on the left hand side. See below image:<\/p>\n<\/p><\/div>\n

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3. You then need to fill in all the customer information below:<\/p>\n

Title<\/strong><\/p>\n

First\/Last name<\/strong><\/p>\n

Mobile Phone<\/strong><\/p>\n

Email (you also need to re type the email address into the Primary phone box)<\/strong><\/p>\n

Address<\/strong><\/p>\n

4. You then need to click on 'Save and Finish' to save the customer.<\/p>\n<\/p><\/div>\n

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5. The customer is now saved and when you need to select them when creating a new job they will always appear when you search the name in the customer drop down.<\/p>\n<\/p><\/div>\n<\/section>\n

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How To Book After Hours Service Call<\/h2>\n
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To book an after hours service call.<\/p>\n

1. You will need to create a new Service Job.<\/p>\n<\/p><\/div>\n

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2. Once you have opened a new service job you need to select the customer.<\/p>\n<\/p><\/div>\n

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3. Select the site and write a short description of the job in 'Job Name'<\/p>\n<\/p><\/div>\n

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4. You then need to select a job type, by selecting the 'Cost Centre' drop down, see image below:<\/p>\n<\/p><\/div>\n

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5. Once the drop down box appears you need to select the cost centre that matches the type of job you're booking in.<\/p>\n

6. In this case we are booking an after hours service so you need to click on:<\/p>\n

'After Hours (6pm - 7am) WEEKDAYS & WEEKENDS'<\/strong><\/p>\n

OR<\/strong><\/p>\n

'After Hours (4pm - 6pm) WEEKDAYS & WEEKENDS'<\/strong><\/p>\n

7. Once you select the after hours service you then need to proceed to fill in the description<\/p>\n

See Below Image: <\/p>\n<\/p><\/div>\n

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8. You need to make sure you fill in the below:<\/p>\n

-Date and time guys will be attending site<\/p>\n

-Description of what the customer has advised is going on at site eg: no power or lights.<\/p>\n

-You need to advise if its the Tennant calling or the home owner.<\/p>\n

-Regardless if its a Home owner or tenant any call out after 6pm and before 7am needs to be paid in full with a credit card prior to our electrician leaving to attend site. They won't start their travel until the Fee has been paid. <\/p>\n

-Always let the customer know over the phone the initial call our fee, either $245.00 for 4pm - 6pm OR $345.00 6pm - 7am then when the guys diagnose the fault on site they will price to fix the fault.<\/p>\n

9. Once all the information Is filled in, Save & Finish and schedule the job on the electricians schedule who will be doing the job.<\/p>\n<\/p><\/div>\n<\/section>\n

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How To View Schedule Whilst Booking Job<\/h2>\n
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To view the schedule while booking in a job<\/p>\n

1. You need to have Simpro open twice.<\/p>\n

2. You can choose to either have Simpro open on seperate screens OR you can have 2 tabs open in the same browser on one screen.<\/p>\n

3. You would have Simpro open on a new Service Job in one tab so that you can enter all the customer details and job details.<\/p>\n

4. Then when you click to your other Simpro tab or screen you can have the Schedule in day view open so you can be talking to the customer, taking all the details and can quickly and easily click over to the schedule to advise the customer when we would be able to attend site.<\/p>\n

Its best to have it set up this way all day so whenever a call comes through you are ready to go with a current schedule to view and an open service job to start writing down details as soon as the customer starts talking.<\/p>\n

Always refresh the schedule prior to booking a job just in case another Admin member has used it and booked in jobs in the meantime. <\/p>\n<\/p><\/div>\n<\/section>\n

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How To Schedule The Job<\/h2>\n
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