1. The Servicing Workflow
Overview
Perform a Service or Restock job in the Restocker App has a specific workflow.
Depending on how you work there are some steps that you might skip,
but for the most part you will perform the same set of actions for every Service job.
We'll discuss how to perform each step in depth as we go through this guide, on this page we'll give a brief overview of what the step is and how it fits into the process.
The stages of a Service job are as follows
1. Adding Assets
1. Service Assets - Adding and Creating
The first step of any Service job is to select the Assets that you wish to service.
Sometimes you might find that the person who scheduled the Service has already added some Assets to the list, letting you know in advance what the client needs.
If the client has existing Assets that aren't already recorded in Salesforce, you'll also create their records at this stage and add them to the Service.
What should I do if the client doesn't want an Asset tracked?
Sometimes a client might have an Asset for servicing that they don't want to track, in that case you could skip this step and instead perform the Service using the 'Add on Products' feature (See step 'Additonal Sales'),
but we strongly recommend against this as you will lose the benefit of tracking what Assets your customers have and what their current and future needs might be.
2. Servicing an Asset
Selecting Required Items
Once Assets are added you will go through them one-by-one, using the Kit Definitions for the Asset as well as other Item lists to select what Products need to be restocked and what quantities.
If you have the items on hand you can mark the Selected Items as 'Delivered' at this step, or you can wait until you've assessed all of the inventory you need to complete the job.
Once you've assessed an Asset and marked down what it requires, you'll move on to the next one until you've finished assessing all the Assets on the Service.
Picking Items From the Van
Now that you know exactly how many of the items you need, you can head back to the van and use the Picklist to gather your supplies.
Delivering Items and Completing Assets
The final step is to take your supplies and go back to each of the Assets you assessed earlier, adding the Restocked inventory, marking the items as Delivered and marking the Asset as 'Completed'
3. Additional Sales
Throughout your Service you may find the customer asking for additional products or new Assets. (e.g. When a customer wants to buy some additional bandages or a First-Aid sign.)
The 'Add on Products' tab is where you can use the item lists from various Kits or search all Products in your region's Price Book to find and sell new inventory that won't be counted against any specific Asset.
4. Completing the Service
The last major step in any Service is to complete it.
Using the Complete Service modal you will double check the Assets serviced, make any adjustments to the pricing of items and add any Service fees.
You will then finalise the Service by converting it into an Opportunity where you can then take payment in the form of triggering an Invoice from your finance system or take a credit card payment while on site.
5. Delivering a Service Report
5. Delivering a Service Report
Finally you can deliver a 'Service Report' - there are a variety of options for different Service Report Templates that can be sent to your customer to help them understand and track exactly what was Serviced.