Automate Your Customer Service today....and let your Technicians record Job Information on the run!
Jim2 eBusiness Service
Online Job Booking by Customers and Technicians
featuring Google Maps Aust Integration
Overview
eBusiness Service is an addition to our Jim2 product range that allows your customers to add and view status of service jobs online through a webpage. Jim2 eBusiness Service also allows your Technicians/Engineers to be able to change update jobs while on the road through a webpage. Technicians can change status (e.g. change status to "Ready to Invoice", add labour and labour comments online.
Jim2 eBusiness Service Notification Services allows you to send business alerts (emails) when adding or editing a Job using certain rules i.e. If status of a Job changes, email can be sent to your Operations Manager or Service Manager.
Jim2® eBusiness Service simply works within any web browser (E.g. Mozilla Firefox, Google Chrome or Microsoft Internet Explorer) and seamlessly integrates into your back end system (Jim2 Business Engine).
Website Functions
Customer LogonEach Customer (ie Card File Record in Jim2) will support multiple users. Your business will be able to control which contacts for a customer can logon to your web site.
Online Entry of Service jobs (Service Request by a Customer)
Once logged on, customers will be able to create service jobs. All jobs entered by a customer will have the Customer Number set to the card file that their contact belongs. The following details can be entered by the customer:-
- Ticket Title
- Operating System
- Problem Type
- Problem Severity
- Additional Customer Contact (optional)
Problem type and severity will be selected from a predefined list of choices. Other details will be entered in free form text and will appear on the job as a comment.
When the Customer has logged the Service Request, an email will be sent to your nominated representative within your business (E.g. Service Manager, Operations Manager etc).
In this screenshot you can see the web page where your Customers can request a Service Job:
Customer Online Job Status/List (Customer can view their Jobs)
The Customer will be able to view all their active and closed jobs via Jim2 eBusiness Service.
Filtering criteria will allow you to fully customise exactly what your Customers see on the web page in terms of job detail.
The following Job details will be able to be viewed from the Job list screen:
- Job #
- Customer Reference
- Status (mapped from Jim status to Web status)
In this screenshot, the Customer can see the progress of a series of Jobs (Job 291,123,121, 118 etc). Status can be customised to suit your particular industry.
Customer Online View/Update Job
The Customer will be able to view and update their jobs online.
The framework will allow you to fully customise exactly what your Customers see on the web page in terms of job detail.
The following Job details will be able to be viewed from the Update Job screen:
- Job Details
- Status (mapped from Jim status to Web status)
- Comments (Only comments marked as include will be displayed to the customer)
A customer will be able to add comments to the job.
When a comment is added
- The status can be changed
- The Account Manager/Technician can be emailed
In
this screenshot, the Customer can see a job details and the comments that have been included on the job, they can also make comments on the job.
Technician Online Job Status/List (Your Service Technicians can run a Job List while on the road via same web page)
Your Service Technicians can run Job Lists while on the road using Jim2 eBusiness Service.
The Job List can be filtered by:
- Customer Code
- Status
- Item
- Customer Reference
- Date Periods
In this screenshot, the Service Technician has a run a list of all current (Active) Jobs.
Online Editing Job Detail (Where your Technician updates a Job online while out on the road)
Once logged-on, users (Technicians/Engineers) will be able to edit service jobs. The following details can be added by the user:
- Actual Labour
- Actual Labour Comments
- Job Comments
- Change Job Status
- Fault Description
Online Notification Services
Once logged-on an automatic notification (business alert - email) can be configured to be sent when a Job is Added or Edited based on various business rules such as:
- Status Due Date
- X Time period of Status Due Date
- Job Due Date
- Job Type
- Whether your editing or adding a Job
- Particular Status of a Job
Google Maps Feature
Once out on the road, your Technician can use eBusiness Service to look up Customer details, and with the click of a button gain access to all the functionality of Google Maps:
- Actual map of the Customer's physical address
- Get Directions
- Street View
For more information please call 02 9570 4696
or book in for a live demonstration by filling out the form below and we'll call you.
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