Service Scheduler User Guide. Version 1.6 (Nov 2011) Service Scheduler is a product of ABit Consulting. All rights reserved.

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3 Table of Contents Document Revisions... 7 Contact Information (Australia)... 8 Service Scheduler Basics... 9 Signing In... 9 Navigation... 9 Sort Columns Moving Columns Toggle Visible Columns Quick Filters Quick Search Live Search Service - Jobs Detailed Search New Job RO Import (ERA integration required) Job Notes Reading Notes Creating note SMS Messaging (optional component) SMS Templates Any Time SMS Message SMS Status Page 3 of 78

4 SMS Replies Batch Import ERA Schedule CSV File Bookings Service - Bookings Calendar Daily Maximum Settings Service Diaries Courtesy Bus Allocating Bus Allocating Seat Loan Car Schedule Searching Loan Car Diary Booking Loan Car Loan Car Form Road Test Schedule New Road Test Schedule Entry Pre-Delivery Pre-Delivery Entry Delivery Details Sales Details Vehicle Details Page 4 of 78

5 Work Orders Delivery Details Customer Details Wash Bay Bookings Work Order Entry Closing a Pre-Delivery Wash Calendar Printing Wash Bay Bookings Test Drives Test Drive Entry Booking Details Vehicle Details Driver Details Test Drive Return Printing Test Drive Form System Application Settings General Service System Settings Staff Security System Page 5 of 78

6 Updating Product Registration Page 6 of 78

7 Document Revisions Revision Date Application Version 1 01/12/ /05/ /05/ /7/ /10/ /06/ /07/ Page 7 of 78

8 Contact Information (Australia) Western Australia ABit Consulting Ph: (08) New South Wales / Australian Capital Territory / South Australia / Northern Territory / Queensland / Victoria / Tasmania irwinsolutions Pty Ltd (Distribution and Implementation Partner) wecare@irwinsolutions.com Ph: Page 8 of 78

9 Service Scheduler Basics Signing In Service scheduler requires users to login. This security determines user s access to read or write data in certain areas within application. Navigation Navigating around Service Scheduler is similar to Microsoft Outlook. Application modules (eg Schedule and Service Diary) are separated into tabs on the navigation pane. If the navigation Pane is hidden you can also navigate from the Go menu. The Navigation pane can be toggled from the View menu or by pressing ALT + F1 Page 9 of 78

10 Sort Columns Click on the column (eg ) you wish to sort. Moving Columns Hold down the alternate mouse button(eg right mouse button on left handed mouse) on column heading (eg ) and drag to new location Page 10 of 78

11 Toggle Visible Columns Click on the arrow at the top right of the grid. Check or uncheck columns that are to displayed or hidden. Quick Filters Service Scheduler has many quick filter options, drop down and select and item to filter records Filter jobs by account type (eg Customer, Internal) Quick Search Select the quick search field, enter the search value and press enter or click the search icon Page 11 of 78

12 Live Search A live search over every field can be performed from the live search box on many forms in Service Scheduler. Page 12 of 78

13 Service - Jobs The schedule is a daily overview of current and complete jobs. It can be customized by each user with columns moved or hidden and data can be sorted by clicking on any column. Detailed Search Click on the search icon in the navigation pane or perform an alternate mouse click on the schedule for a popup menu. Enter search requirements and click search Page 13 of 78

14 New Job Click on the new job icon in the navigation pane or perform an alternate mouse click on the schedule for a pop up menu. Enter job details and click save. Page 14 of 78

15 RO Import (ERA integration required) Enter an ERA repair order number and click on the then communicate with ERA and retrieve RO details. icon. Service Scheduler will You can also create a new job by searching for an RO, enter an RO number and click the search icon. If the RO is not already import Service Scheduler will prompt for job creation. Click Yes. Service Scheduler will then communicate with ERA and retrieve RO details. Page 15 of 78

16 Job Notes Notes can be placed on jobs. When a new note appears on a job an icon will appear with a note and the number of unread messages. Reading Notes To read a new note click on the icon. To read existing notes right click on job and select Notes Creating note Right click on job and select Notes or from Job Details click on Notes button. Click to create a new note Page 16 of 78

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18 SMS Messaging (optional component) SMS messaging is an optional component. Messaging is provided by irwinsolutions Pty Ltd ( SMS Templates Templates are created to allow fast sms messaging. Common templates can be created and assigned to a job status. When a job status is changed and a sms template is assigned the template displayed for sending. Templates also allow certain variables to be placed in message and are automatically filled in when message is sent (eg :ro_number = RO number of job) Page 18 of 78

19 SMS prompt on status change Assign SMS template to job status When a job status is modified, if a mobile phone number and SMS template is assigned a SMS messages dialog will prompt. The messages can be modified Page 19 of 78

20 Any Time SMS Message Service Scheduler allows the sending of a SMS message at any time. Click the SMS Messages button on the job entry form. Click on the New button and create a new message or select a template. SMS Status Click the SMS Messages button on the job entry form. SMS History and status will be displayed Page 20 of 78

21 SMS Replies Service Scheduler can handle SMS replies in 2 ways. Option 1 is recommended as all users can view reply from customer. 1.) Replies are posted against Job Notes (This requires a port forward on your firewall to the SMS service to allow SMS replies) 2.) Replies are ed to Service Advisor (Correct address accounts must be allocated to Service Advisors) Page 21 of 78

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23 Batch Import Click on the RO Batch Import icon in the navigation pane or perform an alternate mouse click on the schedule for a popup menu. The Batch Import Wizard will navigate you through importing data from multiple sources (eg ERA, ERA csv file, Systime MIDAS csv file and from Service Scheduler Bookings) Depending on your system configuration certain options may be unavailable. Page 23 of 78

24 ERA Schedule Service Scheduler can communicate with ERA and extract required information. The option to send SMS appointment reminders is also available. If SMS integration is disabled this option will not be available. Select required options and click next. Select date and department to import ERA jobs (RO's) from and click Import. Review and remove any items you do not wish to import and click next. Page 24 of 78

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26 If sending of SMS appointment reminder, select SMS appointment reminder SMS message, and click Next. Review tasks and click Next. Import complete, you can review task log or click finish to end wizard. Page 26 of 78

27 CSV File Service Scheduler can import data from the following formats: Pentana - ERA appointments CSV Systime MIDAS Select filename and DMS (Dealer Management System) Review and remove any items you do not wish to import and click Next. Page 27 of 78

28 Review tasks and click Next. Import complete, you can review task log or click finish to end wizard. Page 28 of 78

29 Bookings Service Scheduler Bookings can be imported. Select data and department to import bookings from and click Import. Review and remove any items you do not wish to import and click Next. Review tasks and click Next Page 29 of 78

30 Import complete, you can review task log or click finish to end wizard. Page 30 of 78

31 Service - Bookings Keep track of bookings and limit the number of bookings and booked out minutes. Calendar Toogle the view to get a Daily, Weekly or Monthly overview of booked jobs. Daily View Weekly View Monthly View Page 31 of 78

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33 Daily Maximum Settings Service Bookings can be limited to a maximum total bookings and maximum total booked minutes. Default settings can be stored in System Settings but can also be overridden by double clicking on Booking Total Details or a right mouse click on bookings grid and selecting Edit Daily Maximum. You will be required to enter a password to change settings. Change Maximum Bookings (eg 10 bookings) and/or Maximum Minutes (eg 480 minutes 8 hours) Setting either value to 0 will result in no limit. Page 33 of 78

34 Service Diaries Courtesy Bus The courtesy bus calendar allows individual booking of seats on a bus. It also provides a visual display of the number of seats available. Allocating Bus Service Scheduler can be configured for a number of buses; each bus may have a different number of seats. Double click on the time slot the bus should be allocated. Select the bus from the drop down list and click Ok. Page 34 of 78

35 Allocating Seat Double click on the bus. Click Add Enter customer details and click ok The bus will now reflect the number of seats available. When a bus has no seats available it will change colour. Page 35 of 78

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37 Loan Car Schedule The loan car schedule allows individual booking of loan cars to customers. Certain cars can be password protected so they require a Service Managers authorisation to book. Vehicle's can be booked over multiple days Vehicles can be set as in or out (eg Green In, Red - Out) Password protected vehicles appear in a dark grey colour. (eg Loan Car 5 and 6) Searching Loan Car Diary Click on the Search icon booking details. and enter search details. Double click search result to display Page 37 of 78

38 Booking Loan Car Double click on desired date and available vehicle. If the vehicle is password protected enter the required password. Enter vehicle booking details. Page 38 of 78

39 If you are using the ABit License Scanner you can place the license on the scanner and all details and a copy of the image are extracted and stored. Page 39 of 78

40 Loan Car Form If a Loan Form has been configured in Loan Car Maintenance the form can be printed from the Loan Form button. The Loan Form will fill in the required fields and be displayed in Microsoft Word. Loan Form Fields (Merge Fields) The following fields can be placed onto a loan form and data will automatically be merged. Field Name Description Field Name Description :customer_name Customer Name :start_date Booking start date :ro_number Repair Order Number :end_date Booking end date :car_details Vehicle Description :car_registration Vehicle Registration Page 40 of 78

41 Road Test Schedule The road test schedule allows the service staff to book a customer and technician for a road test. Details for the road test can also be entered. New Road Test Schedule Entry Enter customer, technician and details and click ok. Page 41 of 78

42 Pre-Delivery Pre-Delivery is an optional add-on for Service Scheduler. Pre-Delivery allows dealerships to control Delivery of vehicles, from the build, the predelivery wash and the final delivery. Creating a new Pre-Delivery RO, select RO Number from the Quick Filter box and enter the RO number to import. If the RO number already exists in the Pre-Delivery database then it will open the existing entry, if it is unable to locate the RO and ERA integration is enabled the following will appear. Page 42 of 78

43 Click Yes. Page 43 of 78

44 Pre-Delivery Entry Delivery Details Delivery Name Start Date Est. Completion Date Completion Date Stock Status Dealer Arrival Date RO Number Deal Number Service Advisor Destination Customer Name for Delivery. Date Delivery was started, this can be set when vehicle has arrived at dealership and work has started. Estimated Completion Date for Pre Delivery. Pre-Delivery Completion date, this field is read only as it set when a Pre-Delivery is closed. Pre-Delivery Stock Status (eg In Transit, At Dealer) Date vehicle arrived at dealership. Repair Order Number for Pre-Delivery. Use the button if ERA integration is enabled to refresh all data from ERA. New Service Codes will be imported as new work order items, if a service code is deleted in ERA the item is not deleted from Pre-Delivery. Pre-Delivery Deal Number. If job has been assigned to a Service Advisor Destination of Pre-Delivery. This field is free text. Sales Details Sales Person Sales Person delivery is assigned to. Page 44 of 78

45 Sales Type Delivery Date and Delivery Time Pre-Delivery sales type (eg Fleet, Retail) The estimated delivery date/time these details are displayed on the Sales Person dashboard delivery calendar. Vehicle Details General vehicle details. Licensing can use the License date to specify when a vehicle has been licensed. Page 45 of 78

46 Work Orders Work orders can be manually created, edited and deleted. Work orders can quickly have a status change made by multi-selection and using an alternative mouse click. Page 46 of 78

47 Delivery Details A free type field for miscellaneous delivery details. Customer Details General information for customer contact details. A Finance lender can also be specified. Page 47 of 78

48 Wash Bay Bookings Multiple wash bay booking can be created for a vehicle. This is due to the fact a booking might need to be rescheduled but the existing booking can be retained for archival purposes. Click New to display the wash calendar and create a booking. NOTE: The number of bays and the visible time range can be fully customised in System Settings. Enter fuel and any other wash notes. The Booking name will automatically be set to the Pre- Delivery booking name if left blank, or specify a booking name. Page 48 of 78

49 Work Order Entry The job will be import, with service codes imported as Work Orders. Custom work orders can be assigned to any delivery. Contractor Booked Date Est. Completion Date Start Date Select or create a new contractor. The contractor database is based on the contact database. Date Work Order was booked either internally or with contractor. Estimated Completion Date of Work Order. Date Work Order was started. Page 49 of 78

50 Completion Date Priority Status Build Days Date Work order was complete; setting this field will set the status to complete. Work Order Priority. Pending, Complete, Cancelled The number of dates the Work Order has been active. Eg From Start Date to Current Date or Completion Date. Page 50 of 78

51 Closing a Pre-Delivery A Pre-Delivery can only be closed when all Work Order s have been complete and the progress bar is at 100%. Click Close Delivery Click Yes Click Save and Close to finalize changes. NOTE: If a Pre-Delivery has not been complete when you click save, the following message will appear; resolve any open work order s and close Pre-Delivery again. Page 51 of 78

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53 Wash Calendar The Wash Calendar can view at any time, from the navigation menu. Click on the Calendar button to display a calendar to navigate through days. The Prior Day, Today and Next Day also allow quick navigation. Print Click print to print out Wash Bay bookings Printing Wash Bay Bookings Select Wash Bay and Date and click Print Page 53 of 78

54 Wash Bay Report Page 54 of 78

55 Test Drives The Test Drive calendar is recommended for use with the ABit Service Scheduler License Scanner. Test Drive Entry A Test Drive Entry can be entered by using the scanner. button or just by placing a license on the Booking Details Booking Name Sales Person State and End Date/Time Enter booking name; this will be automatically entered from Driver Name if left blank. Select Sales Person associated with Test Drive Specify valid start and end date/time values for Test Drive. Keeping this data correct assist s in searching for history reasons (Eg Speeding fines) Vehicle Details Stock Number Vehicle Stock Number. If ERA integration is enabled enter a valid stock number and select department to extract Vehicle Make, Model and Registration Number from ERA. Page 55 of 78

56 Vehicle Registration The Vehicle Registration field is a learning auto complete field. It will remember previously entered values for quick entry. Driver Details These details can be easily captured from the ABit License Scanner. Just fill in remaining details such as Address and Mobile Number. Page 56 of 78

57 Test Drive Return Upon completion of a test drive, you have 2 options: 1.) select the test drive from the list and click on the Vehicle Returned option to fill in vehicle return dates and times. NOTE: You can manually adjust these values if required. 2.) Place the driver s license back onto the scanner, if a match is found the following dialog will appear. Click Yes, the vehicle return details will be specified and the Test Drive booking will be displayed. NOTE: You can manually adjust these values if required. Page 57 of 78

58 Printing Test Drive Form Select the test drive form to perform a Microsoft Word Mail Merge with the document stored in the Service Scheduler database. A Word Document will then appear containing the Test Drive details in a format specified by your own Merge Document. For more information on loading a document into the Service Scheduler database, see System -> Documents for more help. Page 58 of 78

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60 System Administrative users can access System settings. Application Settings General Departments Maintain your Service Scheduler departments. These should match the department's in your DMS (eg S = Service) Page 60 of 78

61 Documents Import Microsoft Word documents into Service Scheduler for use in: Loan Car Forms Test Drive Forms Document can be imported, exported, edited and preview. Load Locate document and import into Service Scheduler. Save Export document from Service Scheduler to specified file. Edit Edit document in Microsoft Word and save setting back to database. Preview Preview document in Microsoft Word. Page 61 of 78

62 Service Scheduler Job Status Service Scheduler allows custom job status types; the font style (eg Bold / Italic), colour and background colour can also be customised. Status Status text Background Colour Background colour of status message Font Colour Font colour of status message Bold Status font is Bold Italic Status font is Italic Strikeout Status font is Strikeout Roll over to next day The job will automatically roll into next day if this status is selected (eg The In Progress status will roll into next day as the job is still active) SMS Template When the job status is changed to this status type, if SMS integration is enabled and the job has a mobile number the selected template will pop up for transmission. (eg When job is complete, send SMS message to customer) Page 62 of 78

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64 Service Diaries Loan Cars Add, edit or delete Loan Cars. Car Details Description of loan car, this is displayed in the loan car drop down list. Registration Registration number of loan car. Authorization Required Determine if vehicle requires a password for booking out. Password is controlled in System Settings. Car Icon Icon displayed for vehicle on calendar. Loan Car Document Select document to print when Loan Car Form button is clicked. Courtesy Buses Add, edit or delete Courtesy Bus. Bus Name Description of Bus. Seats Available Number of seats that can be allocated to Customers. Page 64 of 78

65 Wait Service Add, edit and delete wait service time blocks. Block Name Name displayed on Wait Service calendar time block. Block Size Number of half hour blocks taken up on Calendar. Block Order Visible order of time block. Enabled Time block allows entires Prebooked Time block is password protected. Parts Parts Order Status Edit Parts order status, description and colours. Page 65 of 78

66 Status Status text Background Colour Background colour of status message Font Colour Font colour of status message Bold Status font is Bold Italic Status font is Italic Strikeout Status font is Strikeout Page 66 of 78

67 SMS Messaging Only applicable if SMS integration is enabled. SMS Templates Add, edit or delete SMS templates. SMS Templates can contain variables, this allows data from the job to be placed in the outgoing SMS. A maximum of 160 characters can be specified. SMS Outbox Review and delete outgoing messages. Page 67 of 78

68 Advanced Advanced tools, these tools should not be run without instruction from software vendor or system administrator. Roll over pending jobs The Service Scheduler Service is responsible for rolling over incomplete jobs into the next day. If the service is available (eg Server Outage) it can be manually executed. Page 68 of 78

69 System Settings Staff Staff All staff members including Service Advisors and Technicians must be first created as a staff member. Address Individual address (eg firstname.lastname@company.com) or group address (eg service@company.com) for each staff member. This option is important if the SMS component is enabled and SMS replies are coming back to a staff members account. Service Staff Add, edit or delete Service Staff Page 69 of 78

70 Staff Member Select staff member from drop down list. DMS Advisor ID Only required if DMS integration is required. (eg ERA Service Advisor ID) Service Advisor Staff member is a Service Advisor. Page 70 of 78

71 Service Technicians Add, edit or delete Service Technician Staff Member Select staff member from drop down list. DMS Advisor ID Only required if DMS integration is required. (eg ERA Service Advisor ID) Security Staff Specify staff member username, password and application permissions. Staff Member Select staff member from drop down list. Username specify a unqiue users. Service Scheduler will automatically create a suggestion. Password specify a password. Enabled Account is enabled and user can login. Administrator User has access to system settings. Page 71 of 78

72 Change Password On login user will be requested to change password. Page 72 of 78

73 Modules Service Scheduler permissions are controlled by access modules. By default the following access is granted. Module Name Read Write Delete CONTACTS Yes Yes Yes SERVICE_JOBS Yes Yes Yes SERVICE_JOB_NOTES Yes Yes Yes SERVICE_JOB_SMS Yes Yes Yes SERVICE_BOOKINGS Yes Yes Yes SERVICE_LOAN_CARS Yes Yes Yes SERVICE_COURTESY_BUS Yes Yes Yes SERVICE_WAIT Yes Yes Yes PARTS_ORDERS Yes Yes Yes To change settings select a user and click Add. Select Module name and select permissions. Page 73 of 78

74 Sessions Shows active sessions Refresh Refresh active sessions Remove Idle Remove expired sessions (Eg State from application / computer crash) Page 74 of 78

75 System Settings dms_type era_account_paths Key Description Dealer Management System (0 = None, 1 = ERA, 2 = MIDAS) ERA Store (eg STORE01) era_batch_import_date_field era_hostname era_integration era_password era_ro_import_set_advisor_to_active_user era_username loan_car_calendar_days loan_car_override ERA Batch Import field (eg ro_date or ro_promised_date) ERA Server hostname or ip address ERA integration enabled (0 = False, 1 = True) ERA server password Set imported RO advisor to advisor on RO or user importing RO. ERA server username. Number of days displayed in loan car calendar. (eg 5 or 7 days) Loan car authorization password. parts_orders_automatic_sms_on_part_arrived Automatically send SMS in specified in templateid when status set to Available. parts_orders_era_department parts_orders_era_integration parts_orders_sms_reply_to_ parts_orders_sms_templateid registration_key service_bookings_maximum_bookings service_bookings_maximum_minutes_booked service_bookings_maximum_override sms_appointments_templateid Parts Orders are automatically created from RO's in department if ERA parts order integration enabled. Parts Orders automatically imported from ERA Reply address for SMS messages sent from automatic SMS messages. SMS template for SMS messages sent from automatic SMS messages. Service Scheduler registration key. Service Bookings default maximum bookings per day. (0 = No maximum) Service Bookings default maximum minutes per day. (0 = No maximum) Service Bookings override password. Default SMS templateid for SMS appointments sms_appointments_to_ Recipients of SMS appointment report. (Seperate multiple accounts with ;) sms_confirm_to_ address SMS delivery confirmations are sent to. sms_default_reply_ Default address for SMS replies (required if sms_reply_type = 2) sms_http_reply_url Page 75 of 78 HTTP url for SMS replies, port should match port service is running on. (required if

76 Key Description sms_reply_type = 1) sms_integration sms_password sms_reply_type sms_scheduler_enabled sms_scheduler_end_time sms_scheduler_start_time sms_username sms_wsdl smtp_from_address smtp_from_name smtp_port smtp_server wait_service_prebook_override SMS integration enabled. (0 = False, 1 = True) SMS webservice password. 1: HTTP Reply to Service Scheduler. 2: Reply to . Scheduler will only allow transmission of SMS messages during certain time period SMS Scheduler end time SMS Scheduler start time SMS webservice username. SMS webservice WSDL. From address for messages sent from Service Scheduler. Name display on messages sent from Service Scheduler. SMTP port. SMTP server hostname or ip address. Wait service diary override password Page 76 of 78

77 Updating Product Registration Service scheduler must have a valid registration key to continue function. If the Serial number expires you will still be able to login as an Administrative user and update the registration details. 1. Login to Service Scheduler as either an administrative user or Administrator. 2. From the Go menu select System a. 3. Select the System Settings button a. 4. Select the System tab and Settings tab. Page 77 of 78

78 a. 5. Locate and double click the registration_key value. a. 6. Paste your new Serial Number into the Value field and click Save. 7. For setting to take affect; log out and log back into Service Scheduler Page 78 of 78