CRM

Contents

Overview

The CRM lies at the heart of JobWatch, acting as a repository for all of your contact information. Each record can contain and administer the following key information:

  • General – address and location
  • Personal information
  • Provide Access to a Booking Site
  • Hold a record of all jobs at a site/related sites
  • Contain a record of Stock & Equipment
  • A record of all financially based documents and their terms
  • All Notes
  • Email sent record
  • A file of all attachments (images and financial)

In many instances, eg Notes, the side tab options on CRM mirror those on the ‘Contacts’ window, providing additional quick access methods and supplementary search and filter functions.

Getting Started

Amending the Column Display

To begin, select CRM from the top menu:

You will now see 2 icons to select from: ‘Columns’ and ‘New contact’.

Amending the Column Display

Clicking on the ‘Columns’ icon opens a new window which allows you to select which columns appear across your screen in CRM:

Simply tick the checkbox next to a field to select it and then click ‘Ok’ to Save:

Adding a New Contact and the General Tab

Adding a New Contact and the General Tab

Clicking on this icon will open a new pop-up window entitled ‘New Contact’.

General Tab

If you begin typing the name or address of your new contact in the outlined field above, in most instances the company name will appear in a drop-down list sourced from Google Search.  Once you have selected your Contact from the list, you will find that much of the form on the left-hand side of the window has been auto-populated.  If your Contact does not appear in Google Search,  type the postcode of the Contact and the address and Geofence should populate.  Now make any desired amendments or additions, eg details of the Primary Person at your contact:

Whilst only (1) and (2) are compulsory fields, all of the information fields shown to have a use in the JobWatch system and it is, therefore, useful to complete as many as possible, time permitting.  Most of the fields are self-explanatory, however, a few are not:

(3) Parent Contact – Contacts can be linked in a parent/child relationship. This might be a head office with satellite offices, for example, or could be used for relationships such as Landlord and Tenant, or invoice address and site address.

(4) Flagged – the flag indicator can be used to highlight any customer-specific issue when creating a job or note against this record. If the Contact’s Parent has been flagged, then the flag will also appear on the Child’s Contact window.  Please note that the information contained here will be displayed in the back office only.

(5) & (6) On Stop – this is used when a Contact has exceeded their agreed credit terms in some way, whether through overspending or non-payment.  This can be tailored to include all elements of parent-child relationships i.e parents, children, grandchildren, or just one level of them.  If (5) is ticked then you will also be prompted to add a reason in a new field and once this is saved, it will appear in a red strapline across the top of the Contact:

(7) No access hours defined – if Google has uploaded the opening hours of the business, then this information will have auto-populated, if not, you can add access hours here should you wish. If you create a job outside of these access hours, you will be alerted to the fact that the job shouldn’t take place. If no access hours are input, it is assumed that the business is open 24/7.

Once the form is complete, you should return your attention to the right-hand side of the window:

  1. Map/Satellite – toggle between these views to more accurately set the Geofence (the purple shape above with the Contact in the centre marked (4)).
  2. Shapes – these allow you to change the shape of the Geofence or to create your own shape to suit the site. The hand symbol allows you to move the entire Geofence whilst maintaining the shape and size.
  3. Person icon – clicking on this provides a street view of the area.
  4. Location – This shows your supplier location at the centre of the Geofence.  This is the default size of Geofence, which is 20 metres, but it can be amended.
  5. Geofence – As mentioned in 2. above, the Geofence can be amended by changing the shapes, etc but here, in its simplest form, it can be enlarged or reduced in size by simply dragging one of the numbered border points (5).

and then click to Save.

Contacts

Side Menu

Side Menu

  1. This allows you to filter when searching your contacts by name or address
  2. This allows you to filter by Group(s) by selecting the desired options from the dropdown menu.
  3. Decide whether sub-contacts are to be included or excluded from your search ie parents, children, grandchildren
  4. Add a search filter from the dropdown list drawn from any you have added in My Account → Administration → [side menu] Contacts & Notes → Contact Custom Fields

  1. This allows you to send an email to all of the Contacts in the filtered selection eg if you wanted to send a mailing to all Engineering Companies. If no filter is used the mailing will go to all Contacts eg if you want to send a newsletter to all of your customers. 
  2. This allows you to Import an Excel file containing either Contacts or Contact Rates:
  3. This allows you to Export a CSV to your specified email address:

Click to select a Contact and then ‘Edit’.

Overview Tab

Overview Tab

Once a Contact has been saved to your CRM and you reopen it, you will notice that a new ‘Overview’ tab  has appeared to the left of the ‘General’ tab.  Although it will be blank for a new Contact, once the Contact has a data history it becomes an extremely useful one-stop tool.

The Overview tab allows you to see exactly what is happening with a particular contact, in a single place, at a glance.  Since the fields shown are also interactive, you can click on them if you would like to get more detail in that area without having to navigate out of the view.

Navigate: CRM → [side menu] Contacts → Contacts tab → select contact → Overview tab:

  1. This area contains the main Contact information, including the address, the Primary
    Person and their known details i.e. email, phone, number, etc.  Here and throughout the Overview page, where information is unavailable or fields are not pertinent to this Contact, they will be hidden.
  2. This includes secondary information for this Contact, including the Contact Group, Reference and Parent Contact.  This area will also show additional information, including whether the account has been flagged or put on stop. Hovering over the field will show the reason it has been flagged/put on stop:
  3. Here you can find your Account overview details, including balance, status, credit limit and whether a direct debit agreement is in place.
  4. This area will be blank unless there are Custom Fields against this Contact, in which case the first four Custom Fields will be displayed.
  5. The ‘Recent Jobs’ section displays the most recent 10 entries over the last 31 days. Clicking on a line will open a popup window displaying the form, whilst clicking on the graph image will open a popup graph, displaying an extended 6 month period:
  6. Recent Financial Documents. See (5) above:
  7. Recent Notes.See (5) above:
  8. Recent Sales Opportunities. See (5) above:

PLEASE NOTE: The graphs are updated in the evening, therefore items created during the day will not be included in the graph until the following day. The data is taken from the contact that is viewed only, and not a sum of any children it may have.

Additional Information

Additional Information

  • Hovering

Once a graph is open, hovering over a date will open a panel with a detailed breakdown of the information shown in the key:

The graph displays the value (ex VAT) and is presented in a stacked format i.e. the gaps between the points is the value. So, in the example above:

• The Quotation peaks on the graph at 5,039

• The Invoice peaks on the graph as 6,553

• The Value of the invoice is represented by the gap between the bars i.e. 6,553 – 5,039 = 1,514

  • Re-Setting the Landing Page

Currently, when opening the Contact, the landing page will default to the General tab.  If you would like to change the default setting to the Overview – or any other -tab, navigate:

(1) My Account → My Settings →(2) Website → Contact popup landing tab → Overview:

Detail Tab

Detail Tab

The detail tab is initially blank, providing you with an opportunity to add your own Custom Fields – as many or as few as you wish – enabling you to effectively build your own CRM package. This is the information which is important to you as a business and allows you to collate information which is useful to either the back office, the remote worker, or both.

  • To add a Contact Custom Field, navigate: My Account → Administration → Contacts & Notes → Contact Custom Fields.

  • Select the Contact Group you wish to edit from the dropdown list. If necessary, you can create a new Contact Group first; this option can be found directly above ‘Contact Custom Fields’ on the side ‘Contacts & Notes’ menu.

  • Once you have selected the group, you can click add to start adding questions:

  • When asking a question, depending upon the type of answer you are expecting, additional (conditional) fields may appear. For example, if your answer will involve selecting from a list, a field named ‘possible answers’ will appear. You should input your answers with a comma in between and they will ultimately appear as dropdown list choices on the Detail tab:

  • When creating questions, remember to appropriately check the boxes asking whether or not you wish the question to be mandatory and if you wish the answers to be visible (and response enabled) from tablet devices.
  • Once listed, questions can be dragged and dropped to rearrange the order and you can go back and add to/edit/delete them at any time.
  • A further option exists if the questions which you would add to an existing group are true of the one you are newly creating. If this is the case then you can click on the ‘Copy list to…’ button which can be found next to the ‘Add’ (questions) button. You should then complete the popup window with the appropriate Contact group name and it will automatically copy the Custom Fields across to your new Group.:

Person Tab

Person Tab

The Person Tab is an address book+, keeping records of more specific information about your contact personnel at this Contact. As well as the more obvious fields, such as contact details, there are also options here to allow access to the Booking Site, decide whether this person receives financial documents, marketing emails, manage their consent for GDPR purposes, and finally, add a flag from a preset list. The setting of flags is found in the administration section. There can be many different named and coloured flags. Once set against the person, the flags are used to assist when sending or providing information for marketing messages. Some typical examples of flags are ‘CEO’, ‘System Administrator’, ‘Finance’:


To create a Person Flag, navigate: My Account → Administration → [side menu] Contacts & Notes → Person Flags


Other things to note in this section:

  • Blue tick – A blue tick next to a Person’s name means that they are the ‘Primary Person’ ie the chief point of contact, the default recipient of marketing information and emails and the person whose details appear on the General Tab against this Contact. If you wish to change the Primary Person, simply click on the name of your choice and select ‘Make Primary’:

Custom fields settings are found in the administration section of Jobwatch. Navigate: My Account → Administration → Contacts & Notes → Contact Custom Fields/Person Custom Fields. Add a custom field applicable to a Contact Group or Person, or for the former, you can copy existing ones across when creating a new group but it shares the same information requirements as an existing group.

Once added, these fields will appear in your CRM on a Contact’s card on the Persons tab:

  • Booking Site – If you tick the checkbox allowing access to the Booking Site some additional options will appear. You should ensure that the person you are adding has access to all of the areas they need and, conversely, are not able to access those which are inappropriate for their role:

For more information on this area, please read the relevant section of the Booking Site article.

    • Setting a Person as Primary or secondary default job contact. See 00:50 – 01:44 of the video:

Booking Site Tab

Booking Site Tab

For those with suitable permissions, this tab allows for the creation of:

  1. A login name eg https://booking.bigchangeapps.com/boothsinternationallettings
  2. A Company logo URL which adds the logo into the top left header of your site
  3. The addition of Visible Job Types
  4. Job List columns

Jobs Tab

Jobs Tab

The Jobs tab provides a directory of your jobs history for this Contact, including all scheduled and completed jobs, as well as any jobs which are in the plan but have yet to be scheduled:

The ‘Reference’ field (1) allows you to search for a specific job, whilst the ‘Job Status’ field (2) offers a drop-down menu choice, enabling you to view all jobs at a specific stage i.e. Complete, Completed with Issues, Suspended, etc.

The SLA tab allows you to set up the terms of Service Level Agreements, which relate to agreements between your business and that of this specific Contact.  It may include constraints on Time, Vehicles or Resources:

Clicking on the ‘New SLA’ icon will open a new window:

  1. Name – the title of the agreement eg ‘GS Boiler Repair’
  2. Job Type – these are your Job Types set up in My Account → Administration → [side menu] Schedule → Job Types
  3. Time – any relevant time constraints:
  4. Resource – this refers to any constraints which may exist around Resources or essential Resource skills:Navigate: My Account → Administration → [side menu] Resources → Groups to add a new Resource Group or My Account → Administration → [side menu] Resources → Resource Skills to add a new Resource Skill.
  5. Vehicles – constraints around which vehicle can be used and any attributes which they might need eg size, high sides, etc:

Navigate: My Account → Administration → [side menu] Vehicles → Groups to add a new Resource Group or My Account → Administration → [side menu] Vehicles → Vehicle attributes to add a new Vehicle attribute.

When creating a job against a site with an SLA, you have the option of selecting the required SLA from the dropdown box. When selected, the constraints added in the above step will be added to the job once saved:

Stock & Equipment Tab

Stock & Equipment Tab

Any Stock and Equipment allocated to a contact appears here. This can be stock added to a job or simply a record of equipment already supplied to the site.

Additional detailed movement history can be shown with (1) representing the pick-up location and (2) showing the Drop-off location:

Reorder levels can also be set by selecting a make and model from your stock/equipment list and then setting the minimum stock level quantity at which a reorder is triggered:

This can also be set up in the main Report tab under the Stock heading:

Financial Tab

Financial Tab

The Financial Tab provides a directory of all financial transactions for this contact, including information such as costs of jobs, Resource charges and vehicle mileage costs, as well as the option to download a pdf Statement of Accounts.

You can search by specific reference number as well as filter down by site or supplier. Additionally, you can also opt to include sub-contact jobs i.e. those carried out in parent, child or grandchild relationships to the contact.

Contracts

If a specific financial contract has been arranged which includes a deposit and future payment programme, click on the ‘Contracts’ tab and then click ‘Add’:

  1. Set the contract end date – this is used for filtering contracts and reporting purposes
  2. Add initial payment (i.e. deposit)
  3. Contract start date.
  4. Click edit to set the payment frequency
  5. Enter the monthly payment
  6. If a contract runs beyond the set period (minimum period) complete this section
  7. Attach any scanned contracts or documents

A. View jobs scheduled against the contract

B. View the invoices created and sent status

C. Add any stock/equipment that has been supplied against the contract or consumable stock

By following the process outlined above, a monthly invoice will be created and appear in the Financial section along with any additional jobs specifically associated with the contract. The invoice will show the date created and need to be sent manually to the customer. All unsent invoices can be pulled out as a Report if desired using the Report tab on the top menu:

 

Sales Opportunities

This feature allows you to easily keep track of potential customers, providing detailed information regarding the stage you are at in each instance from initial prospect to realised customer. The information in this section of the Financial Tab is replicated in filterable detail in the specific ‘Sales Opportunities’ section of the side menu:

Once the information is input to JobWatch you will be able to produce easily readable reports identifying everything from Sales opportunities conversion rates to how each Salesperson is performing.

For more detailed information, please view the separate Sales Opportunities article.

Terms

This section is particularly useful when a non-standard contract has been negotiated with, for instance, extended payment terms.  Once the credit limit has been set, additional fields will appear, allowing decisions around ‘On stop’ should a credit limit be exceeded and whether or not this will apply equally to descendants:

Rates

Here you can customise rates for this contact which will then be pulled through and used for invoicing and quotations.  Click on the tabs 1-3 below:

The ‘Rates’ popup window will now have opened:

Complete the form with the relevant information, completing a different form for each time period if the prices differ.

You can also add discounts or markups using the Add discount icon

Rates can be set for all Job types or for each specific Job type, as necessary.

VAT

The VAT subtab allows you to keep VAT-related information about your customers that can be used for a variety of reasons.  For example, you can create a VAT profile for your customer, useful if you need to apply Domestic Reverse Charge (see separate DRC article for more details).

These also have associated Keywords are available in Templates under My account > Administration > [Quick links menu] Templates > Keywords > [section] Contacts & notes > [sub menu] Contact/Parent contact

Tailoring a Contact’s Financial Configuration

For those customers with overlapping rates, it is possible to customise a Contact’s rate configuration, either for one or all Job types.

Navigate: CRM → [side menu] Contacts → select contact → [tab] Financial → [icon] Add discount:

For further information on Job Rates and on Rates across Multiple time periods, please read the relevant section of the Jobs article.

For further information on this section, please see the full Financials article.

Notes/Mail/Attachments Tabs

Notes/Mail/Attachments Tab

These tabs pull in all of the information relating to this contact in their respective categories from all parts of the system.

For example, if you know that a Note Customer Query’ was created against a Job but are unsure at a later date which Job it related to, searching here will mean that you do not have to open each job and check for Note ‘Customer Query’, you can simply scroll down the Notes list for your Contact.  This holds true for Mail and Attachments.

Contact Expiry Date

Contact Expiry Date

To prevent Contact deletion as a result of accidentally inserted Contact expiry dates, an additional Setting has been added under My account → Administration → [side menu] Account → Website which allows you to hide/show the field:

Merge Contacts

Merge Contacts

Area We’re Addressing

Users may accidentally create more than one CRM entry for the same contact, which over time has considerable data logged against them, ie jobs, notes, etc.  To ensure that ‘clean data’ is kept, customers may wish to remove the duplicate and relocate all items stored against this contact to another one.

What’s New

In the ‘entity data fix’ option (My account > Administration > [Quick links menu] General account Settings > [side menu] Entity Data Fix) there is an additional type ‘All Contact Entities‘.

  • There are two reference fields:
    1. ‘Contact Reference To Take Items From’
    2. ‘Contact Reference To Move Items To’

ie choose one of the existing CRM contacts which will be absorbed and removed (1)  and one which will remain (2).

  • Click on the eye symbol next to each reference to open and confirm that each contact is correct.
  • Select which of the different sub-entities you wish to be moved i.e. move all jobs, financial documents (including contracts and sales opportunities), notes, attachments, mail, persons, stock/equipment.
  • Once confirmed, a popup will appear asking for final confirmation of the actions you have selected: ‘Items listed above will be moved from {Duplicated ContactName} to {Original ContactName}. Do you wish to continue?

NB: The duplicate Contact will not be automatically deleted to allow users to check that the information has been copied successfully.  When contacts are merged, the changes to each individual item will be logged in the user events.

Persons

Side Menu

Side Menu

The Persons side menu allows you to filter using an individual’s contact information, including phone numbers, surname, etc, but also by more complex factors such as Consent Status:

1.  Here you are able to filter by Person flag.  Person flags can be created by navigating: My Account → Administration → [side menu] Contacts & notes → Person Flags and attributed to a Person by navigating:

    • either CRM → [side menu] Contacts → [tab] Persons → select Person → [field] Flag 
    • or CRM → [side menu] Contacts → [tab] Contacts → select Contact → [tab] Person → select Person → [field] Flag

2, 3 and 4. These fields all represent areas dealing with GDPR and can be attributed by  navigating: CRM → [side menu] Contacts → [tab] Persons → select Person and then amending the Consent tab. The amendments will then be visible on the Detail page:

5. Send all allows you to send a single email out to every Person in the List View ie those you have narrowed down by filter, or everyone if no filter is used.  The Send all popup will show you the number of Persons selected which will match the number in your List View:

6. Mark All allows you to set consents for multiple Persons at once.

7. This exports the CSV to your preferred email address:

Exporting the Person List to CSV

Exporting the Person List to CSV

It is recommended as best practice that all Contacts be given a unique reference number.  Before attempting to export your Contacts you should always ensure that reference numbers are allocated to each Contact or this can result in unwanted duplications when trying to reimport:

It is possible to export the Contacts list as follows:

Navigate: CRM → [side menu] Contacts → Person → filter selection → Export CSV

Once you have clicked the ‘Export CSV’ button a ‘Persons Export. CSV’  download message will appear at the bottom left of the screen:

Click on the message and an Excel spreadsheet will open with your information.

Please note that the if your phone numbers have been stored with the prefix ‘+’, eg +44, then Excel will treat them as a formula:

This is easily rectified:

  1. Click on the column header which will highlight the entire column
  2. Right-click and select ‘Format Cells’ from the list:
  3. Select Number and then set the Decimal places to 0:
  4. The spreadsheet will now display the numbers correctly:

NB. You will see the following message at the top of your spreadsheet:

Remember to save your spreadsheet as an Excel file as upon reopening in .csv format the data will not appear in a usable format.

You may also wish to add filters to the person box to filter your results out before doing an export.  This can be achieved by navigating: CRM → [side menu] Contacts → Person and then selecting a filter eg Person flags (Managing Director in the example below):

Person Selection on Mailing Lists

When sending emails to recipients at a Contact you can select several Persons at a time without having to include all Persons.  You will also notice that there is a new flags column on the Persons form, a useful reminder as to which Persons work in which departments.

Navigate: (1) CRM → (2) Contacts → (3) Person tab → (4) click on Contact and select Email → (5) Persons

Now hold down either the ‘Ctrl’ or ‘Cmd’ key on your keyboard whilst clicking on the Persons you wish to select.  Finally, click ‘Send to chosen’:

Importing a Persons List to CRM

JobWatch allows you to import Persons into your CRM in the same way that you can import Contacts


You will be asked which file you wish to import, simply click on the icon shown below and select the desired spreadsheet from your file library: You will be asked which file you wish to import, simply click on the icon shown below and select the desired spreadsheet from your file library:


As with a Contacts import, when the Person import is complete you will be asked to match the field names from the dropdown menus in accordance with JobWatch: As with a Contacts import, when the Person import is complete you will be asked to match the field names from the dropdown menus in accordance with JobWatch:


The outlined additional fields below relating to a Contact’s Primary Person have been added to facilitate this: The outlined additional fields below relating to a Contact’s Primary Person have been added to facilitate this:

Please note, when importing Contact Persons, it is essential to add the Contact Reference column.  Failure to do so will mean that the Person will not be attributed to the Contact in the CRM. If you have exported Persons and updated them in Excel, the UID (Unique identity number) on the export must be included, as this ensures that the Persons will be updated, rather than duplicated

A ‘Contact Persons Template’ can be found in the Help Centre, under the category ‘User Guides, Templates & Add-Ons’, or download by clicking below.[download1]

Notes

Notes

Notes are the unsung hero of JobWatch,  a part of the system which is often overlooked but which, when used correctly, can improve communication, understanding and traceability throughout the whole site.

A note can be raised relating to technical queries, customer complaints or even to be used for internal purposes to keep everybody up to date and make sure all activities are logged and actioned in a timely manner.  Unlike their paper counterparts, these Notes can expand, contract or be amended as your business evolves.

Setup

Before a Note can be raised, we have to create the Note types in the back office.

Navigate: My Account → Administration → [side menu] → Contacts & notes 

There are four areas that relate to notes, Note Types, Note Custom Fields, Note Workflows and Note Flags. We will look at each of these in turn.

Video Overview

Video Overview

Note Types

Note Types

Note Types behave in precisely the same way as Job types, so familiarising yourself with the behaviour of one will help your understanding of the other.

Note Types can be created for a variety of different purposes as they appear not only here, on the CRM side menu, but at a number of locations across the site, eg as a separate tab when you open a Job. For instance, you might create a Note type for ‘Customer Feedback’ or for ‘Customer Calls’ but once you are more used to using the system you may wish to set up categories purely for cross-departmental or User usage eg ‘project planning’, or ‘progress’.

Navigate: My Account → Administration → [side menu] → Contacts & notes → Note types → Add:

  1. Name
  2. Assign a Workflow to accompany the Note from the dropdown menu.  These perform the same role for Notes that Worksheets do for Jobs.  Create some by navigating: My Account → Administration → [side menu] → Contacts & notes → Note workflows → Add
  3. Notes can also be linked to Workflows eg To-Do List or Pre-Work Checklist.  Users can be prevented from adding/removing Workflows from Notes if desired by ticking ‘no’ on this field.  When opening a Note, this field will then be greyed out (uneditable)
  4. Assign an owner for the Note Type from the dropdown Resources menu
  5. Attach a flag to this Note Type if desired – this can be a helpful tool for extracting Data for Reports and filtering
  6. Add a due date if desired up to a maximum of 999 hours from Note creation.
  7. Select the default action when this Note Type is created: No action/option to email/automatically email
  8. Select the default action when this Note Type is completed: No action/option to email/automatically email

Notes Custom Fields

Once a Note type has been created, Custom fields can be added to it to provide any additional information which may be required. Navigate: My Account → Administration → [side menu] → Contacts & notes → Notes custom fields → Add

When creating a Custom Field, the first option presented will be to select the note type that the Custom Fields will be associated with:

Once a note type has been selected, eg ‘Customer Call’,  you can click ‘Add’ to create new Custom Fields, eg:

Ensure that you have paid specific attention to deciding whether or not a field needs to be mandatory and if so, whether there is a required response.  Also, consider whether this needs to be visible and/or editable, for device users.

Once completed, continue adding new Custom Fields until your list for the Note Type is complete, bearing in mind that it can always be amended later. eg

It is also possible to copy the custom fields which you have created across to a different Note type if desired.  Navigate:  My Account → Administration → [side menu] → Contacts & notes → Notes custom fields → Copy List To and then make your selection from the dropdown menu:

Once you have selected the note type that you wish to copy the Custom Field list to, there will be a warning message asking if you wish to continue:

PLEASE NOTE – if you proceed the new Custom Fields will overwrite any existing ones – they will NOT add to them.

The Custom Fields will display as fields at the bottom of the Note whenever the relevant Note Type is selected, in the same way as Job types’ Custom Fields do on Jobs:

Note Workflows

Note Workflows

Note Workflows are very similar to Job Worksheets and can be attached to a Note to provide more detailed information, including questions with conditional branching responses. Workflows differ from Custom Fields in that the latter are always displayed and static and associated with a specific Note type.

To begin, navigate: My Account → Administration → [side menu] → Contacts & notes → Note workflows and then (1) either choose a Group/All to apply it to from the dropdown menu or select ‘Add’ to create a new one.  If you have a large number of options you can use the Search box to find the desired Group:

(2) Add as many questions as required and link them through conditional branching where appropriate. As with Jobs WorkSheets, the same Workflow can be attributed to more than one Note type and you can select the method of response you are expecting eg date, text;  whether the question is mandatory; whether the question should be pulled through to the standard note card; specifying default & at-risk answers and so on.

Begin by completing the Workflow popup which will now have opened:

  1. Name the Workflow
  2. Attribute it to a Group
  3. Decide when a Web User needs to complete the Workflow eg ‘before completing’
  4. Decide when it needs to be completed on the Booking Site eg a customer could fill out a survey Workflow as a Booking Site User after being prompted by an email Template automatically sent upon Note completion by a Web User

Then begin adding questions, ensuring that you have selected the answer type appropriate to the question you have asked:

Once completed and saved, you have 4 options when clicking to View:

  1. Duplicate – make an exact copy of the Workflow
  2. Lock – lock the Workflow so that only the user who locked it can make the changes
  3. Edit – add/amend questions in the Workflow
  4. Delete – Delete the Workflow.

If you now navigate: My Account → Administration → [side menu] → Contacts &  notes → Note types, you can select a Note Type(s) and attribute your new Workflow to it. Your Workflow will now appear by default whenever that Note Type is used:

You can view the Workflow you created in the Workflow tab of your Note:

3rd Party Workflows

3rd Party Workflows

A 3rd party workflow works in precisely the same way but is attached to a Note, making it perfect, for example, to use for enquiries.  For our example, we will use an enquiry for skip hire and you will see how it adds both a professional touch and legal protection by confirming precisely what has been agreed.

Step 1

Navigate: My account > Administration > [Contacts & notes] Note Workflows and create a Workflow.  Your completed Workflow may look something like this:

Step 2

Navigate: My account > Administration > [Contacts & notes] Note types > Add

Create a note type, ensuring that you select the note workflow that you created in Step 1 from the dropdown menu in the Default workflow field.

Click Ok to save.

Step 3

Navigate: My account > Administration > [side menu] Account > Templates

Create a template in the usual way, an example is shown below:

Once your template is complete, click Save & Close.

Next, click on the template you have just created and reopen it.  Move across to the Usage tab and click on the Add icon at the bottom of the form.  Select Email as the Default format and Alert – Email as the Type.  Now click Save.

Step 4

Go to the Alerts tab and click the Create a new alert button.  Now complete as shown below, ensuring that you select the Template that you created in Step 3 from the dropdown menu in the Email body template field.

Step 5

When this note type is used, your resource will complete the Workflow in the Note

and the customer will automatically receive an email containing the agreed information:

When they click on the link in the email, they will be taken to a confirmation form :

Once they have completed it and clicked to Save, a copy of their response will appear at the top of the Notes Workflow:

Note Flags

Note Flags

Note flags are an ideal way to show the status of a Note, the stage you are at in a process, or whether input is needed from a different department. Once you have created and labelled a flag, it can be applied to any Note Type and colour coding can be used to make it easier to identify areas of interest at a glance or to extract data for Reports.

Navigate: My Account → Administration → [side menu] Contacts & Notes → Note Flags, click on ‘Add’, then choose a name and colour.

You may find it useful to group certain flags together with a prefix, eg ‘CS1 – Initial Call’; ‘CS2 – Spec In Prog’; ‘CS3 – With Cust’; ‘CS4 – Awaiting PO’; ‘CS5 – Ordered’:

Flags can be assigned to a Note at any point in the Note’s life and an additional flag added as things progress. Flags can be assigned to a Note by navigating: CRM → [side menu] Notes → Edit/New note → [tab] Note Flags and any additional comments can be added to the flag here using the ‘Comment’ field:

Once a Flag has been added to a Note it will appear next to the Note in the list view in CRM:

Hovering over the flag will open a description of the flag’s meaning. Although only the most recent flag will appear in the list view, a complete flag history of the Note can be found in the Note flags tab, together with information regarding the Web User who added it and a date/time stamp. If you wish to delete a flag, simply click on it and the option to delete will appear, followed by a safeguard popup asking for confirmation that you wish to delete.

Notes can also be filtered on the left-hand menu when in the CRM:

Creating Notes and Workflows

Creating a Note and Notes Workflow

Once the Note Types, Flags, Workflows and Custom Fields have been set up in the back office, Notes can be created at the front end.

Navigate: CRM → [side menu] Notes → New note.  You will then be presented with the following dialogue box.

  1. The Contact the Note is being raised against
  2. Once the Note is saved this will automatically populate.  The reference number will begin with the first 3 letters of the Note Type, followed by a hyphen eg ‘QUO -‘ for a Quotation
  3. Select the Note Type. If the Note Type has a single Workflow assigned to it then (5) will auto-populate.
  4. Notes can be linked to each other, allowing you to create a Parent note that has Child Notes linked to it.
  5. If you have selected a Note Type with an assigned Workflow then this will have auto-populated.  Should you desire to do so, however, you can manually amend that here or add additional Workflows.
  6. Whether the note is Open, Completed or Cancelled
  7. The Subject of the Note
  8. Additional detail as to why the Note is being raised and a brief overview
  9. The name of the Web User responsible for the Note. By default, this is the user who raised the Note, but this can be amended
  10. The date by which the Note needs to be actioned
  11. Note progress in percentage terms towards completion
  12. Any associated Workflow (see 5) will display in full here
  13. Files can be attached to the Note here eg email, photograph, etc. You canupload multiple files at once and to sort or download all or selected items.  Hovering over the file will display the file details and information regarding who has permission to view the file.  Please note, this is now true for all attachment tabs.
  14. A message can be sent from here directly to a device for instant delivery
  15. Note Flags can be used to show the status or progress of a Note
  16. Child notes can be viewed and added here
  17. Web Users are able to add comments which appear here in a thread and are date and time stamped, keeping information up to date. Users can also ‘mention’ other users by typing their name after an @ symbol, which sends an email to the user including the comment and a link to the Note.  This can be used to notify somebody of an update on a Note or to request involvement as required.  Once you have been mentioned (via the @ symbol) in a thread, you will automatically receive email updates of additional comments.

Notes can also be created as follows:

  1. Clicking on a contact within CRM and selecting ‘New Note’:
  2. Using the Search Anything Box at the right-hand side:
  3. Against a Sales Opportunity (CRM → [side menu] Sales opportunities):
  4. Against a Job (Schedule → select job → view → [tab] Message & Notes → [Tab] Notes → [icon] Add):
  5. Against a piece of stock or equipment (Stock & Equipment → select stock/equipment → Add → [tab] Notes → [icon] New Note):

You can also save Notes against Fleet & Resources.  Unlike other Notes, these will not appear in the CRM Notes section as Notes in this section may be sensitive or confidential (Fleet & Resources → [side menu] Fleet/Resources → select → [tab] Notes → [icon] New note):

Vehicle:

Resource:

Accessing and Using Notes – Suggested Method

Once Notes have been set up, they are an excellent way of managing tasks and keeping track of information.  The method below is just one approach Web Users can follow to easily find a list of the notes they need to work through on a daily basis.

Navigate: CRM → [side menu] Notes You will see on the left a number of filter options, allowing you to drill down and display only the desired information:

  1. Contact – which CRM contact the Note has been raised against (for a daily list, this can be left blank, or used to reduce the search results returned)
  2. Reference – Note reference (for a daily Workflow, this can be left blank, but can be used to find a specific Note with a given reference).
  3. Note Creator – this is set when the Note is created, unlike the Note Owner which is an editable field
  4. Note Owner – which Web User is responsible for the Note.
  5. Type – Which Note Type to filter by (for a daily list, this can be left blank, allowing all Notes owned by a certain user to be returned).
  6. Status – Open, Completed or Cancelled (for a daily list, this should be set to open, as you only want to see Notes which are in your name, and open).
  7. Due Before – filter any Notes that have been set to be actioned before a specific date (for a daily list, this should be set to today’s date, allowing you to see only the Notes which are open, in your name and due today).
  8. Created – Creation date for any note
  9. To – Completion date for any Note
  10. Note Flags – filter on any note flags which have been created
  11. Add a filter – can be used to filter based on a custom field.

There are additional options:

  1. Display – how many notes will be shown per page.
  2. Send all – allows you to send an email using Templates to all persons who appear in the Notes displayed, based on your filters.
  3. Export CSV – this allows all Note information to be exported into an excel file.  This option is only displayed if you are an administrator.

The real power of BigChange is that these filters can be applied in any combination to precise information, dependant upon your permissions status. For example, if a member of staff goes on annual leave and you need to access their Notes, you can simply search for the Resource’s name in the ‘Note Owner’ field to return their Notes.

Reports can be set up based upon extracted information, as well as Alerts, which can be programmed to notify certain users when a specific Notes Type is created, when a specified stage is reached, or when a due date is exceeded.

CRM Notes Hints

CRM Notes Hints

Note hints work in a similar way to those which appear when scheduling jobs. They draw on statistics from your own BigChange system in order to give you useful information which might help you to make decisions, eg, the number of Notes against a specific contact will be shown.

A role activity enables those with permissions to view hints whilst creating Notes.  Navigate: My account > Administration > [side menu] Web Users > Roles > [section] Contacts:

A minimum of 5 Notes must be completed before their owner will appear in the hints.

It is also possible to set up your preferred settings for Note hints and, if you prefer, to tailor it by making it available only for specific Note types. Navigate: My account > Administration > [side menu] Contacts & Notes > Note types:

Please do note the caveat shown beneath the settings when viewing the note hints, as response times for some Notes are delayed as a result of external forces and shouldn’t be attributed to the Note owner. 

You can also edit each note type to control the number of months to be used in notes hint statistics, up to a maximum period of 12 months:

For further information, please read the Notes section of the CRM article.

Real-Time Notes Comments

Real-Time Notes Comments

Notes are such a popular feature of JobWatch that occasionally several users are viewing a single Note, simultaneously.

When multiple users are looking at the same Note, updates will be shown in real-time in the dialogue section.  For example, you might see ‘David Nathan is typing…’  and the new comment will automatically be displayed when the user posts it. If the other user is inactive for more than 5 seconds, the notification that they are typing will disappear.

The dialogue box will also extend so that more of what you have written is visible, allowing you to edit as you write.

Duplicate Notes

Duplicate Notes

It is useful to be able to duplicate notes for scenarios where the same actions need repeating or to enable application to another contact.  This can be achieved as follows.

After a note has been opened, a ‘duplicate‘ button is visible alongside ‘save’, ‘note card’ and ‘close’:

When pressed a popup entitled ‘duplicate note‘ is displayed, similar to that when a job is duplicated. The options presented are shown below:

You can also make decisions regarding parent/child relationship between the notes using the field ‘Parent of duplicate note’ which has the following options:

    • original note
    • original note’s parent – this is disabled if the original note doesn’t have a parent
    • none – where this is selected a conditional field will be displayed, ‘Duplicate note becomes parent of original note’.

Once saved, a duplicate note will have been created, in accordance with your preferences in the above fields. The contact name and person for your duplicate note can be edited before saving.

Importing a Child Note

Importing a Child Note

From the CRM tab, click on the ‘Notes’ side menu to display a list of your Notes.  Use the filter options to locate the note you wish to import a child note to and click to Edit the note (i.e. open its pop-up).

From the note pop-up, click on the ‘Notes’ tab and you will see there is an option to ‘+ Import Note’.

Click on this and a small pop-up will ask you for the ‘Note reference’.  Enter the reference for the note you wish to import and click “Import”.

You will then see the note listed in the table.

Note Progress

Note Progress

The progress of a Note can be tracked and a summary of all of the Note stages shown, through the ‘Progress’ field. Navigate: CRM → [side menu] Notes → Add/Edit:

If no progress is set when the Note is created, then the shown progress will be 0% by default.  However, the user can alter the completion level (%) manually by simply dragging the scale across with the cursor when any progress is logged, including upon creation.  For example, if you are creating a Note at a point when you have already met with a customer, you might wish to set it at, say, 10% at the outset.

Show the progress of activity by clicking on the ‘Add’ button on the right-hand side of the ‘Progress’ field, outlined above. A popup window will now open.  Complete the fields and set the new Completion level, then click to Save:

Now that you have more than a single Completion point, a Progress graph will have appeared:

If you click on the graph, it will open a new popup window which will show you the summary of progress points for the Note:

A ‘Progress’ column can also be seen in the list view:

Out Of Office System

Out Of Office System

We’ve all experienced the frustration of tagging a colleague in a note or email asking them to do something, only to later see that you have received an out of the office email bounce back.  Our Out of Office feature was designed to combat this issue.

In each user’s settings, there is a section entitled ‘Out of Office’. Navigate: My account > My settings > [section] Out of office:

Completed example

Once you have completed the information here it automatically saves.

When actioned, the User themselves will see an orange bar at the top of their BigChange screen, advising them that their Out of Office is on as well as a link should they wish to disable it.

When this user is tagged in a note, a prompt will appear advising the note writer that the tagged user is Out of Office and displaying any message they have added about their absence.

Add Attachment Links To Note Dialogue

To simplify life when referring to a specific attachment from a list, press # and begin typing. A list all the note’s attachments will appear in alphabetical order. As with dialogue comments, when the user begins to type the search results narrow until the correct attachment is visible and can be selected. Once selected, the file name is inserted as a link and clicking on the link opens the attachment.

 

Prioritisation of Notes

Prioritisation of Notes

Some businesses really make Notes work for them and use them regularly.  Where this is the case, to move things up a notch, why not create different priority types or levels which can then be used to form part of sets, eg for Customer Service or Sales? Navigate: My Account > Administration > [side menu] Contacts & Notes > Note priorities.  You can set up priority options for each Note type, as well as the order they appear in and the default priority.

Attribute these Note priorities to a Note priorities set:

You can now open a Note type, add a Priorities set and then set permissions allowing only those with specific Web User roles to update the priorities of the Note type.  Navigate: My Account > Administration > [side menu] Contacts & Notes > Note types> Select Note type > [Field] Role able to edit priority.  

When a new priority is added, the event will appear in User events: My Account > Administration > [side menu] User events.

The note priority can be shown as a sortable column in the Notes list view and is a filter option. In addition, this column is available as an option on blueprint exports.

Sales Opportunities

Sales Opportunities

This feature allows you to easily keep track of potential customers, providing detailed information regarding the stage you are at in each instance from initial prospect to realised customer.

Once the information is input to JobWatch you will be able to produce easily readable reports identifying everything from Sales opportunities conversion rates to how each Salesperson is performing.

For a detailed outline of this area, please read the dedicated Sales Opportunities article.

Financials

Financials

JobWatch offers an integrated and instant, paperless solution, allowing you to easily create and manage Financial Documents for your business. It is designed to go hand in hand with an HMRC accredited accounting package. For the best business solution, it is always advisable that our system be used in conjunction with a specialised financial software package, such as Sage.

The following types of Financial Documents can be designed, customised and then sent via JobWatch:

  • Invoices
  • Credit Notes
  • Quotations
  • Applications for Payment
  • Proforma Invoices
  • Purchase Orders
  • Delivery Notes
  • Sales Opportunities

The above documents can be created against a contact within CRM, against a job, a group of jobs, or simply as a stand-alone document.

Since each area of JobWatch interacts with every other part, you are also able to create a Financial Document in one area of the system and then seamlessly use it in another part without having to re-enter the data.

For a detailed introduction to this area of JobWatch, please read the dedicated Financials article.

Excluding Cancelled Financial Documents from Send All

Excluding Cancelled Financial Documents from Send All

Mail

Mailing Options

The Mail section of the CRM collates all of your emails in one place in the same way that the Financial Documents and Sales Opportunities sections do for their content areas. You can use filters in precisely the same way, ie to isolate and extract the email(s) required by date, status, group or Contact:

Once you have the desired list, you can then choose from the following options:

  • Open contact – allows you to open the Contact to access full information
  • Financial document – allows you to view a financial document associated with this email.  Where one does not exist the option will instead read ‘View Job’
  • Forward – this allows you to forward the email to specified addresses
  • Resend – resends the email to the original addressee(s)

Knowledge Base

Knowledge Base

Knowledge Base

The Knowledge Base can be used in a number of ways depending upon the needs of your business and the audience each article is aimed at.  It can, for instance,  act as an archive for internal documents and assist with internal training if useful ‘How to…’ articles are created.

  1. A thoughtful selection of title for your articles, together with a judicious choice of tags (3) really helps your audience to quickly find what they are looking for
  2. The body of the article.  You can include tables, links, images and videos.
  3. See (1).
  4. Select ‘internal’ (other audience methods are to be developed)
  5. Attach any documents here.

You can tell when articles were last updated via the sortable column ‘Updated‘:

Videos

CRM – Contact

Contact Approaches Credit Limit Alert

Contact Approaches Credit Limit Alert

Contact Expiry Date

Contact Expiry Date

Person Custom Fields

Person Custom Fields

Contact Person Import

Contact Person Import

Default Job Contacts & Secondary Persons

Default Job Contacts & Secondary Persons

Job Group Templates & Contact Group Templates

Job Group Templates & Contact Group Templates

Note Flag Column In Contact

Note Flag Column In Contact

CRM – Financial

Alert - Quote Expiry

Alert – Quote Expiry

BigChange & Xero

Setup & Syncing

Syncing Invoices, Credit Notes & Purchase Orders

Contact Approaches Credit Limit Alert

Contact Approaches Credit Limit Alert

Expenses

Expenses

Notes

Notes

On Time Payment & Quote Acceptance Alert

On Time Payment & Quote Acceptance Alert

Payment Overdue Notification

Payment Overdue Notification

Predefined Invoice Items With Linked Worksheets

Predefined Invoice Items With Linked Worksheets

Quote Acceptance

Quote Acceptance

Rates Across Multiple Time Periods

Rates Across Multiple Time Periods

Sales Opportunities

Sales Opportunities

Recurrence Patterns

Recurrence Patterns

CRM – Notes

Notes

Notes

Notes Part 1: Configuring Notes

Notes Part 1: Configuring Notes

Notes Part 2: Creating Notes

Notes Part 2: Creating Notes

Notes Part 3: Daily Note Workflows, Alerts & Reports

Notes Part 3: Daily Note Workflows, Alerts & Reports

Add Attachment Links To Note Dialogue

Duplicate Notes

Duplicate Notes

Out Of Office System

Out Of Office System

Outlook Add-In

Outlook Add-In

Real-Time Note Comment

Real-Time Note Comment

Live Tutorials

CRM

CRM

CRM Notes

CRM Notes

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Updated on 22nd June 2021

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