Welcome to D-Tools Cloud Service Management!
Follow these 5 steps to quickly set up and start using our Service Management Suite to create, present, and sell services to your clients.
Step 1: Add service plans
Service Management functionality is spread over the Settings and the Catalog sections. You will define the terms, plan lengths, service windows, and other plan basics under Settings. You can then use these basic components to build your plans within the catalog and add specific features to make each plan unique.
Add terms & conditions: Define the terms and conditions for your service plans and monitoring agreements, including pricing, billing cycles, cancellation policies, and any other relevant terms that your clients need to be aware of.
Add plan lengths: Add one or more plan lengths; you can add these to the plan and ask the client to choose one of them. Plan length can translate to a one-time service, a monthly subscription, or an annual contract.
Add billing frequencies: Add one or more billing frequencies; you can add these to the plan and ask the client to choose one of them. Billing frequency defines how often the client has to pay for the length of the plan.
Create plan(s): Using the features, plan length, and terms & conditions you have set up, create your service plans. You can create multiple plans with different options and pricing to cater to different customer needs.
Add plan features: While in the process of creating a plan or an agreement, add plan features to tell the client what services you will be offering in the service plan. Features can help you define service level agreements, response times, and additional perks or benefits in a plan and thus create different tiers of service offerings.
Step 2: Start service contract
New section in quote called Service Plans: In your quote template, there is a new section titled “Service Plans.” This section will allow you to easily add and present your service plans and monitoring agreements as part of your quote to clients.
Add the plans to your quote: Within the service section of your quote, select one or more service agreements and monitoring agreements that you want to include in your quote. You can customize the pricing and other details based on the specific needs of your client.
Present proposal: Present your quote to your client. Highlight the value and benefits of the service plans and monitoring agreements.
Start the contract: After the client accepts the proposal, start the service contract(s) on the date you have mutually agreed upon. This will enable you to accept their service requests and log service calls for the requests.
Step 3: Manage service requests
Add Service Labor Types and Labor Charges: Labor for service fulfillment is managed separately from labor for projects. Add different labor types based on the nature of service that Field technicians will perform and set the labor charges for each labor type.
Set up Service Windows: To be able to keep track of your Field Technicians' schedule, you will need to set up service windows, which serve as the time slots in which they will fulfill the service requests.
Logging Information (Client, Project, Location): When a client requests service, log relevant information in the call log – client’s name, project details, and location. This will help you track service requests and schedule resources accordingly.
Document issue: Record the issue reported by the client. This can include a description of the problem, any troubleshooting steps, and additional notes or files.
Assign & schedule resources: Assign and schedule the appropriate field service technicians to address the service request. Consider factors such as technician availability, skills, and location to ensure efficient scheduling.
Step 4: Manage Field Service technicians
Field Service technicians are able to manage service calls using their mobile devices efficiently.
Access service calls: Field technicians can easily access service calls assigned to them from their mobile devices. They can view the tasks, client information, and location details to be well-prepared before starting the service call.
Review the tasks and client information: Technicians can start the tasks and perform the required service. Track time spent on the service call, take notes, and capture photos of the service performed for documentation purposes.
Start the task and perform service: Technicians can start the task and begin performing the service required. They can track their time spent on the service call, take notes, and capture photos of the service performed.
Repair, Replace, or Add new products: Technicians can record any repairs, replacements, or product additions during the service call. They can update the inventory or product information in real time, ensuring accurate record-keeping and inventory management.
Complete or reschedule service: Technicians have the flexibility to complete the service call if the issue is resolved or reschedule it if further work is required. They can update the service status, allowing the back-end team to track the progress and take necessary actions.
Step 5: Request & collect payment
Request and collect payment from clients for the service rendered.
Navigate to Service: Once the service call is completed or work is delivered, go to the Service section to request payment from the client.
Complete service call: In the Service section, select the completed service call for which you want to request payment. You can view the details of the service call, including any additional charges or products added during the service.
Issue invoice: Issue an invoice to the client. Specify the amount due, payment method, and any other relevant details. Send payments electronically or hand them over in person.