04. Work Orders [7:00]

Description: This video provides an overview of the work orders area in the office and in the field in the FM Work Orders solution.

Let’s take a look at the basic steps of how to create and process work orders as a dispatcher and a technician. Let’s begin by opening the FM Work Orders solution and navigating to the Orders tab. The Orders tab is where all your work order detail information is stored. An order is a generic record that can be used to provide a quote to a customer, or can be used as a work order for a customer request or appointment. Let’s begin by creating a New Order. I’ll associate the order to the Sunset, and as you can see once I select the customer all of the appropriate contact information appears. If I select the blue arrow, that would navigate to Sunset’s record. Likewise, I can select “View related orders” and then go back to all the orders that are related to Sunset. Now let’s select an appointment date and time. And then I’ll select the technician that is going to receive this work order. I’ll select Dan, and that will automatically populate with Dan’s phone number. Next we can put a Description of the work to be done.

1:17 The Technician Notes area is reserved for the technician to fill out onsite. Now we can add items. The items here stem from the items that we had previously set up in the Item area. So I’ll add 1 item for labor, and I’ll put the quantity for 2 hours. And I’ll go ahead and add another item. You may specify if the item is taxable or not with this checkbox. Down below is where you will mark if the entire order is taxable. And you may select which tax rate to apply to the order with this menu here. Next we have our Subtotal, Tax, and Total which are automatically calculated. The taxable dollar amount is going to be calculated based on that tax rate. If you wanted to delete an item you could simply click this red X here, and that’s going to delete the item from the work order. Next we have the Additional Info tab. This tab is a storage area for additional QuickBooks information, as well as Technician and Customer signatures.

2:47 Now before we send this work order to the technician, there’s a couple other areas on the work order we should explore. The Get Map button is a feature that allows you to get a map of the location. So if you click that it’s going to open your web browser in Google Maps, and it will get you a map of the job location. Print File will simply allow you to print the work order. Now when I click “Send Order,” it’s going compose an email to the technician and attach a link to the work order. You can see the Subject is automatically populated with the customer information and order number. We also populate customer information in the body as well. So now let’s send this to our technician. We’ve now created a work order, and we’ve sent the work order to the technician. Let’s actually look at the iPad now.

3:54 This would be the iPad that the technician has out in the field. Let’s go to their mail application, and here’s email that came from the dispatcher. The technician is going to select the attached file, and “Open in ‘FileMaker Go’.” When this is opened in FileMaker Go, it will require your company’s login credentials to access the file.

4:20 Now here’s what the work order will look like on an iPad. Whenever a technician adds or updates information, the work order will automatically update what the dispatcher will see. This is because they are both viewing and modifying the same link. If you select Get Map it’s going to open a web page to a map of the location. And in Technician Notes- here the technician could insert notes for the dispatcher, or maybe details about the job. The technician could also add additional items to the order. Perhaps while onsite the customer wanted another item, so I can add an item here. The technician has total control to add any items as needed.

5:25 In the lower left-hand corner we have an area for the Technician and Customer Signature. When the work is done you could have the customer sign to verify. Here we have the Terms & Conditions that we set up previously in Preferences. The customer agrees to those Terms & Conditions, and we simply select “Signature.” I’ll put the customer signature here, and that’s going to populate with a date stamp. Let’s get the technician signature next. You can see that the Status of the work order has changed from “Pending” to “Signed.” When you’re ready to email the receipt, simply select the Email Receipt button. It will compose an email to the customer with an attached PDF version of the receipt, and I’ll go ahead and send that. Now I hope I’ve illustrated the basic workflow of the technician and dispatcher operations and how they work so seamlessly together.

6:33 Please make sure you utilize all available tools we provide such as additional training videos, documentation, and try a demo. If you need assistance please contact us via email, phone, or browse our forum. Thank you for watching and enjoy your FM Work Orders solution!

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