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Periodic Procedures

This Help File Page was last Modified on 11/04/2015

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Periodic Procedures

This Help File Page was last Modified on 11/04/2015

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Periodic Procedures

This Help File Page was last Modified on 11/04/2015

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Use the Service Tracking System to help with the specific tasks that should be performed periodically (and routinely) to keep your Company's Service Department running smoothly.

The outline below provides a good overview of the repetitive tasks that must be performed from time to time, each month.

 

Ensure Quality Customer Service - Providing a consistently high level of Customer Service is the best way to ensure the ongoing success of your Company's Service Department (and your business).  

The reports and system functions listed below will help attain this goal:

Unassigned Service Requests - When a Subscriber calls for Service, they actually expect to get Service.  

The Unassigned Service Requests report will produce a list of pending Work Orders that have not been assigned to a Technician.

Recurring Service Preview - In addition to daily call-ins, what other Service Requests will need to be completed by your Company's Service Department?  

The Service Department 's Recurring Service Requirements, defined in the Recurring Service Form, can be quickly reviewed using this report.

Tech Status - Where is your workforce?  What are they doing?  

The Technician Status Form will provide this information in a virtually real-time basis and allow Status Update entries, whenever needed.

MKS Service Dashboard - This stand-alone application provides a continuous overview of four service related Lists - each displayed in its own tab

Unscheduled Appointments

Today Schedules

Tech Status

Tech Schedules

 

Complete & Print Time Sheets - Typically, Labor is the Service Department 's highest individual expense.

Time Sheets - Maintaining accurate Time Sheets as each Technician completes a Work Order.

Time Sheet Report - Printing the Time Sheet Report to account for their time, and prepare your Company's Payroll, will help then Service Department get a much better "handle" on where the time goes (the Technician's time cost, that is).

 

Create the Recurring Service Work Orders

Auto Service - Generate the required Recurring Service Work Orders .

Technician Scheduling - Use this tool to manage the influx of work created by Subscribers' requests for service, and the monthly creation of the Recurring Service Work Orders

 

Review, Complete & Invoice Work Orders

Timely Completion and Invoicing of Work Orders, once a Technician has provided the service requested on a Work Order, is critical to smooth operation.  

To quickly review, complete, and invoice each finished Work Order.

a.Use the standard, full length Work Order Form or

b.Use the Work Order Completion/Review Form

Time Sheets - As noted above, accurately recording the time and charges assessed for the completion of Work Orders is very important.

 

Keep the Company Database Current - Garbage In = Garbage Out is the standard axiom used when speaking about a computer maintained database.

Unfortunately, it is also true.  

Unless a conscious effort is made to continuously maintained the accuracy - and more importantly - concurrency of your data, the quality of that database slowly erodes.  

The database interfaces listed below are designed to allow quick access to accurate information, and so should always be updated with the most current information.

 

1.Service Information - The basic information in the Service Info Section within the Edit Tab of the Subscribers Form should be verified whenever a Subscriber makes a request for service.

a.Did their Service Agreement change?  

b.Should additional System Notes entered?  

c.Are better Directions required?  

The simplest way to remind yourself to do this, is to make it a point to update the date of Last Service field on that Form as you examine their data.

 

2.Equipment - Update the Installed Equipment information.

a.Has the Subscriber's Alarm System and the associated installed equipment changed in any way?

b.Has there been any system additions or substantial component upgrades?

 

3.Monitoring - Update the Central Station Data

a.Has the Zoning, Testing, Medical Information, Call List, Open and Closing schedule, or Signal Verification rules changed for any Subscriber?  

b.Establish a systematic method that ensures these types of changes get recorded as they are received - not "when you can get around to it".

 

4.Contract - Update the Subscriber record with the latest Monitoring Contract information.

a.Use the Subscribers with No Contract report as an information source

 

5.Insurance - Has their been damage to a Subscriber's system?  

a.Can you notify their Insurance Company?

b.Have you sent an Alarm Certificate to every new Account?  

c.Having up-to-date Insurance information - including coverage, provider and agent - for Subscribers provides another way to provide customer friendly service in a quick and easy way when an insurance related emergency occurs.

 

6.Transfer Service - Is a new Account taking over an old Account's system?  

a.Be sure to transfer the previous Service History to the new Subscriber.

b.Provide that new Subscriber with information on available Service Contracts.

 

7.Purge Appointments - Purge old completed Appointments

a.Particularly for larger companies, be sure to Purge Appointments

b.When Work Orders are Completed , there will be a suggestion to Delete the Appointment(s) associated with that Work Order which may be accepted.

c.Implementing wither of these options will help maintain the speed of the Technician Scheduling system.

 

Solicit New Service Contracts - A new Service Contract is just as valuable as a new Monitoring Contract.  

Why?  Because of its residual value to your Company, and because it assures that your Subscriber's system will continue to operate reliably for years, thereby  keeping that Subscriber happy.  

The three reports listed below will provide the information that will be needed to successfully market Service Contracts to your Subscribers:

1.Eligible for Service Contract - Who should be contacted to suggest they subscribe to a Service Agreement?  

a.This Eligible for Service Contract report will list those Subscribers whose Warranty is about to expire.

b.If marketing time is available, this report will also list all Subscribers who have not yet subscribed and are now out of warranty.

 

2.No Service Since - It's a fact: Ignored Accounts will eventually drift away.  

a.When there has been no contact from your Company for some time - one, two, even three years with no equipment tests, no alarm tests, no solicitation calls - they forget who you are and are ripe for loss or take-over.  

b.Additionally, this lack of contact means their system may not be working at all, or at least not the way it should be.  

c.So, you also may have a liability (not to mention, a poor customer service) situation on your hands.  

d.Use this No Service Since report, in conjunction with the Monitoring module's Panels with No Signals Since report, to identify those Accounts.

 

3.Subscribers with No Contract - Is your Company providing Monitoring and/or Extended Warranty?

a.Are these Monitoring and/or Extended Warranty services being provided without a signed Contract?

b.Locate those Subscribers with the Subscribers with No Contract report.

 

Other Management Reports - There are three critical situations within your Company's Service Department that, if not managed properly and effectively, will quickly erode it's profitability and customer service level:

1.Having Subscribers - particularly those with Service Agreements - that have continual service frequencies that make the customer unhappy and cost your Company's Service Department far more than is being Paid for those Services.

2.Having Technicians who are demonstrably less productive than their peers.

3.Having Work Orders that are not Invoiced in a timely manner.

a.The longer it takes to get the bill to the customer, the more likely they will have forgotten what great service you've provided - or worse, they will think it was "free"

b.So, the less satisfied they will fell about that service when the Invoice finally does arrive.

 

Use the three Service Tracking Reports listed below to address each of these issues:

1.Determine Excessive Services - Based on a specified Number of Service Calls; and whether to report on all Subscribers or just those with an exisiting Service Contract; a list of problem Accounts may be viewed and/or printed at any time.

 

2.Technician Performance - How are the Technicians doing?

a.Is one considerable better or worse than the rest?

b.Would this information help as a training tool, and for an improvement review?

c.This Technician Performance report will show how much actual "work" is being accomplished by each Technician.

 

3.Work Orders Not Invoiced - As hard as you try, there will still be Work Orders that don't get Invoiced in a timely manner.  

a.This Work Orders Not Invoiced report will identify the Work Orders that should be Invoiced.