Sites, equipment and contracts on the portal
Your customers see their sites with the equipment installed there, each unit's service history, and their contracts. A contract shows what is covered, the response times per priority, preventive maintenance, fees and prepaid hours left. Admins answer contract renewals online.
PLANSFrom Growth
The problem it solves
- The customer calls to ask what their AMC covers, or when the next service visit is.
- Nobody at the customer's end knows which units were serviced, and when.
- Prepaid hours run out without warning and the customer disputes the next bill.
- Renewals are chased by phone and agreed in an email that nobody can find later.
How it works
- Your team records the customer's sites, the equipment at each, and the contract, in the back office.
- The customer's people open Sites and equipment. Each site shows its address and equipment: name, type, make and model, and warranty date. Raise Ticket next to a site or a unit opens the form with it filled in.
- A unit's page shows its details and the Service history: date, ticket number, title and status of every ticket on it. They open the tickets they are allowed to see.
- QR on a site, or Print QR Tag on a unit, prints a tag that opens the raise form when scanned. Admins, and members where allowed, add equipment themselves.
- Contracts shows what each contract covers and what is free. It also shows the service level per priority, maintenance plans, the fee and prepaid hours left.
- When you propose a renewal, a Renewal proposed box appears. An admin presses Accept the renewal or Decline with a reason, or opens the renewal quote and answers it like any quote.
Everything it does
Sites and equipment
- Only the sites the person may use (Allowed Sites); none set means all the organisation's sites
- Equipment: name, type, make, model and warranty date; on its page also the serial number and the service history
- Service history: up to 50 latest tickets on the unit, with date, number, title and status; links only to tickets the person may see
- Add equipment: Site, Name, Type, Make, Model and Serial number; admins always, members when Members May Add Equipment is on
- QR tags with your organisation's name and Problem? Scan to raise a ticket; a tag works only for people of the organisation it belongs to
Contracts
- Active and expired contracts, the latest 10
- Issues covered, Sites and Equipment
- What is free: Labour, Parts, Call-outs, After-hours work
- Service level: response, arrival and resolution times per priority
- Preventive maintenance: each plan, how often and the next date
- Fee per period and the date of the next invoice
- Prepaid hours: hours left of those bought, with a bar
Renewals
- Only admins answer; members see Your admin answers the renewal
- Accept the renewal, or Decline with an optional reason
- A renewal sent as a quote is accepted with a signature on the quote page
Overview
- One page with the organisation's open tickets, sites, team and contracts
Who uses it
Customer adminReads contracts, answers renewals, adds equipment and prints QR tags.
Customer memberSees their sites and equipment and raises tickets from them.
Account managerKeeps the sites, equipment and contracts your customers see, and proposes renewals.
Where you use it
- Customer portal: Overview, Sites and equipment, Contracts
- Scanning a QR tag with a phone's camera, then signing in
- The SmartMy Desk app for requesters: the scan button on the New ticket screen (built and in testing, not in the app stores yet)
- Not on the portal: buying hour packs (your office sells them as an order) and contract documents to download
- Not an import: sites and equipment are added one by one; importing them from a sheet is not offered
What you control
Settings
- Allowed Sites per person of the customer
- Members May Add Equipment per organisation: off to start with
- Alert Below (hours) for prepaid hours, per contract: 2 to start with
Notifications
- Contract Expiring: to the customer's admins and the account manager, in the app's Inbox and by WhatsApp from message credits
- Contract Renewal Proposed: to the customer's admins, in the app's Inbox and by WhatsApp where switched on
- Prepaid Hours Low: to the customer's admins and the account manager. It goes by email to the admins, in the app's Inbox and by WhatsApp where switched on. The account manager also gets a to-do
- Contract Renewal Answered: to the account manager, in the app's Inbox
Questions
Can the customer see what their AMC covers?
Yes. The contract page lists the issues, sites and equipment covered, and what is free. It also shows the response, arrival and resolution times per priority.Can a member see equipment at sites they do not look after?
No. A person with Allowed Sites sees only those sites and their equipment.Can the customer top up prepaid hours online?
No. They see the hours left and get an alert when the balance is low. Your office sells a pack as an order, and the hours are added when it is confirmed or paid.Does the customer see the full history of a unit?
They see every ticket on the unit with its date, title and status, and can open the ones they are allowed to see.Which plan has this?
Growth and Scale.Related features
CUSTOMERS, SITES AND EQUIPMENTCustomer sites with map position, access hours and areasKeep every building or branch of a customer as a site. Each has its address, map position, contact, access hours, gate notes, and the blocks, floors and rooms inside it. Tickets name the site and area, and technicians get directions and the access notes before they go.CUSTOMERS, SITES AND EQUIPMENTEquipment register with QR tags and service historyRegister each customer unit, such as an AC, a DB panel, a UPS or a lift. Keep its tag number, make, model, serial, warranty end, criticality and photo. Its tickets build its service history, its QR tag opens the raise form, and a unit that keeps failing is flagged.CONTRACTS AND MAINTENANCEAMC contracts and what they coverEach annual maintenance contract says which kinds of issue, sites and units it covers. It also says whether labour, parts, call-outs and after-hours work are free or billable. Every ticket is checked against it and marked Covered, Partly Covered or Billable. A team lead can override that with a reason.CONTRACTS AND MAINTENANCEPrepaid hours and hour packsA contract can hold a bank of prepaid service hours. Each approved time line draws its billable hours from the bank, and hours beyond it are billed on their own line. The customer's admins are told when the balance runs low. Your office sells top-up packs as a sales order.CONTRACTS AND MAINTENANCEContract fees and online renewalsA contract's fee is invoiced by itself each month, quarter, half-year or year until the contract ends. Before it ends, the account manager is reminded and proposes the next term in one click. The customer's admin accepts or declines it on the portal, or signs a renewal quote for the whole term.RAISING A TICKETScan a QR tag to raise a ticketEvery unit and every site has its own QR tag. A customer's person scans it with the phone's camera, signs in, and the raise form opens with the unit or site already filled in. In the SmartMy Desk app, requesters scan to fill the form and technicians scan to see what the unit is and its open tickets.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.