High5Wiki - User contributions [en]

Report Builder Module

2021-10-27T19:23:55Z

High5:

'''Report Builder Module:'''

* To access Report Builder in SME go to the Reports module> Customize Reports> Open Report Designer.
* If the report you are editing is a Standard Report you will be asked to create a custom report. Refer to Duplicating a Report for Custom Use.
* To become familiar with the report builder module and user interface refer to the [[Report Builder Tutorial]].
* Some SME reports use SQL queries to extract data. If you are editing a report with the report file name starting with "qry" contact High5 Support for assistance modifying the report.

<h3>Tutorials on Reports setups</h3>
How to copy a standard report<br>

{{#ev:youtube|uUNP5VqN2X8}}
<br>

<br>How to remove a report from the Print/Email menu<br>
{{#ev:youtube|UlhcWT_hl78}}
<br>

Report Builder Module

2021-10-27T19:22:16Z

High5:

'''Report Builder Module:'''

* To access Report Builder in SME go to the Reports module> Customize Reports> Open Report Designer.
* If the report you are editing is a Standard Report you will be asked to create a custom report. Refer to Duplicating a Report for Custom Use.
* To become familiar with the report builder module and user interface refer to the [[Report Builder Tutorial]].
* Some SME reports use SQL queries to extract data. If you are editing a report with the report file name starting with "qry" contact High5 Support for assistance modifying the report.

<h3>Tutorials on Reports setups</h3>
How to copy a standard report<br>
{{#ev:youtube|uUNP5VqN2X8}}

‎<youtube>uUNP5VqN2X8</youtube>
<youtube>https://www.youtube.com/watch?v=uUNP5VqN2X8</youtube>

{{#ev:youtube|uUNP5VqN2X8}}
<br>

<br>How to remove a report from the Print/Email menu<br>
{{#ev:youtube|UlhcWT_hl78}}
<br>

Report Builder Module

2021-10-27T19:21:55Z

High5:

'''Report Builder Module:'''

* To access Report Builder in SME go to the Reports module> Customize Reports> Open Report Designer.
* If the report you are editing is a Standard Report you will be asked to create a custom report. Refer to Duplicating a Report for Custom Use.
* To become familiar with the report builder module and user interface refer to the [[Report Builder Tutorial]].
* Some SME reports use SQL queries to extract data. If you are editing a report with the report file name starting with "qry" contact High5 Support for assistance modifying the report.

<h3>Tutorials on Reports setups</h3>
How to copy a standard report<br>
{{#ev:youtube|Ybxk061nD60}}

‎<youtube>uUNP5VqN2X8</youtube>
<youtube>https://www.youtube.com/watch?v=uUNP5VqN2X8</youtube>

{{#ev:youtube|uUNP5VqN2X8}}
<br>

<br>How to remove a report from the Print/Email menu<br>
{{#ev:youtube|UlhcWT_hl78}}
<br>

Report Builder Module

2021-10-27T19:20:40Z

High5:

'''Report Builder Module:'''

* To access Report Builder in SME go to the Reports module> Customize Reports> Open Report Designer.
* If the report you are editing is a Standard Report you will be asked to create a custom report. Refer to Duplicating a Report for Custom Use.
* To become familiar with the report builder module and user interface refer to the [[Report Builder Tutorial]].
* Some SME reports use SQL queries to extract data. If you are editing a report with the report file name starting with "qry" contact High5 Support for assistance modifying the report.

<h3>Tutorials on Reports setups</h3>
How to copy a standard report<br>
‎<youtube>uUNP5VqN2X8</youtube>
<youtube>https://www.youtube.com/watch?v=uUNP5VqN2X8</youtube>

{{#ev:youtube|uUNP5VqN2X8}}
<br>

<br>How to remove a report from the Print/Email menu<br>
{{#ev:youtube|UlhcWT_hl78}}
<br>

Report Builder Module

2021-10-27T19:19:14Z

High5:

'''Report Builder Module:'''

* To access Report Builder in SME go to the Reports module> Customize Reports> Open Report Designer.
* If the report you are editing is a Standard Report you will be asked to create a custom report. Refer to Duplicating a Report for Custom Use.
* To become familiar with the report builder module and user interface refer to the [[Report Builder Tutorial]].
* Some SME reports use SQL queries to extract data. If you are editing a report with the report file name starting with "qry" contact High5 Support for assistance modifying the report.

<h3>Tutorials on Reports setups</h3>
How to copy a standard report<br>
<youtube>https://www.youtube.com/watch?v=uUNP5VqN2X8</youtube>

{{#ev:youtube|uUNP5VqN2X8}}
<br>

<br>How to remove a report from the Print/Email menu<br>
{{#ev:youtube|UlhcWT_hl78}}
<br>

MediaWiki:Sidebar

2010-08-13T22:58:08Z

High5:

MediaWiki:Sidebar

2010-08-13T22:57:43Z

Service Management Enterprise 7.0

2010-08-13T22:50:34Z

High5: Created page with "The SME guides are organized by module. Select the module below to access the guide. == Module Guides == *Leads *Customers *Service and Install *Receivables *[[I..."

The SME guides are organized by module. Select the module below to access the guide.
== Module Guides ==

*[[Leads]]
*[[Customers]]
*[[Service and Install]]
*[[Receivables]]
*[[Inventory]]
*[[Dispatch]]

== 7.0 Additional Information ==

*[[7.0 Administrative Guide]]
*[[7.0 Installation Guide]]
*[[7.0 Release Notes]]

Main Page

2010-08-13T22:43:53Z

High5:

<big>'''Welcome to High 5 Software Wiki'''</big>

This wiki is for SME user guide

Please visit High 5 Software main website at http://www.high5software.com for product and sales information

You can also visit the High 5 Software forum at http://forum.high5software.com

== SME: Service Management Enterprise ==
* [[Welcome]]
* [[Introduction]]

*[[Service Management Enterprise 7.0]]

Consult the [http://meta.wikimedia.org/wiki/Help:Contents User's Guide] for information on using the wiki software.

Field Technician

2009-09-23T18:51:39Z

High5: /* Field Technician Role */

== Field Technician Role ==

Field technicians perform the service and install orders at the customer site. Within SME, field techs have a few roles including reviewing customer information, performing work orders assigned to you, monitoring unassigned work orders, tracking customer issues, and contributing to the help desk knowledgebase.
[[File:Example.jpg]]
The following are details of the different activities performed as a field tech:
Reviewing Customer Information: You may need to review customer information prior to performing work orders. You probably want to look at customer equipment in the Customer module>customer lists tab. You also may need to review service history in the customer activities tab. This will help see a history of past service done for the customer.
To see the customer information you can go to your assigned service order and go to the Customer Information tab within the order.
Another way is to go to the customer record using search or views. Go to the Search or View section to see how to find the customer.
Performing work orders:
To see the work assigned to you, go to Dispatch and see the work orders under your name. If you are accessing through Web Connect, you will see all the open orders assigned to you in the Service, Install, and Invoice sections.
Once you open your next work order, you will review the service requested and labor times. Then go do the work requested.
When you complete the work, update the actual hours in the labor tab to properly record your actual time spent on the job.
You will also fill out the work performed section. Note that this information ends up on the customer invoice, so make it professional.
You can add additional information in the service requested section since this is usually used for internal operations. This section allow copy (ctrl-c) or paste (ctrl-v) if you are coping from other programs or email. You can also use crtl-u to add a time, date and login name stamp.
You also add your parts used in the Materials tab and service performed in the service tab. In SME6.2 you can add, edit or delete items in the Order Items tab, this same information shows either in the Order Items tab or the respective labor, materials or service tabs.
Additionally you can add note to the job in the notes section.
If all the work is completed close the job by selecting Action>Close Order
Good practice is to assign an activity to another person that needs to perform the next action on the job, for example you can assign an activity to accounting to invoice the order.
Monitoring unassigned work:
Some organizations assign work to ".Unassigned" and the next available technician will take the job. You can monitor unassigned work by looking in the Dispatch section under unassigned tech or just work on any open orders.
If you take on one of the unassigned jobs, just change your name in the labor item or drag and drop from .Unassigned to your name within Dispatch.
Once you have assigned yourself to the job, just follow the same steps as Performing work orders above.
Tracking customer issues:
Customers may be entering issue tickets from Web Connect and into Help Desk>Issues module. If this is the case, you can monitor these issues by selecting crtl-I to see all open issues.
You can provide a response to the issue and close the issue if it's completed.
You may also convert the issue to an order such as service order, install order, or proposal.
If you are accessing the customer issues through Web Connect, you can see the customer issues when you login and then provide a response.
Contributing to Help Desk:
It's important that the organization keep a knowledge base of past problems and solutions. This will help you and your colleagues solve issues faster by taping into past solutions.
Enter all problems and solutions that you encounter that may help others.
To find past problems and solutions, select Help Desk icon and put in any search term. You will see all the help desk entries with your search term that you can review.

Field Technician

2009-09-23T17:50:54Z

High5: /* Technical Support Role */

== Field Technician Role ==

Field technicians perform the service and install orders at the customer site. Within SME, field techs have a few roles including reviewing customer information, performing work orders assigned to you, monitoring unassigned work orders, tracking customer issues, and contributing to the help desk knowledgebase.
The following are details of the different activities performed as a field tech:
Reviewing Customer Information: You may need to review customer information prior to performing work orders. You probably want to look at customer equipment in the Customer module>customer lists tab. You also may need to review service history in the customer activities tab. This will help see a history of past service done for the customer.
To see the customer information you can go to your assigned service order and go to the Customer Information tab within the order.
Another way is to go to the customer record using search or views. Go to the Search or View section to see how to find the customer.
Performing work orders:
To see the work assigned to you, go to Dispatch and see the work orders under your name. If you are accessing through Web Connect, you will see all the open orders assigned to you in the Service, Install, and Invoice sections.
Once you open your next work order, you will review the service requested and labor times. Then go do the work requested.
When you complete the work, update the actual hours in the labor tab to properly record your actual time spent on the job.
You will also fill out the work performed section. Note that this information ends up on the customer invoice, so make it professional.
You can add additional information in the service requested section since this is usually used for internal operations. This section allow copy (ctrl-c) or paste (ctrl-v) if you are coping from other programs or email. You can also use crtl-u to add a time, date and login name stamp.
You also add your parts used in the Materials tab and service performed in the service tab. In SME6.2 you can add, edit or delete items in the Order Items tab, this same information shows either in the Order Items tab or the respective labor, materials or service tabs.
Additionally you can add note to the job in the notes section.
If all the work is completed close the job by selecting Action>Close Order
Good practice is to assign an activity to another person that needs to perform the next action on the job, for example you can assign an activity to accounting to invoice the order.
Monitoring unassigned work:
Some organizations assign work to ".Unassigned" and the next available technician will take the job. You can monitor unassigned work by looking in the Dispatch section under unassigned tech or just work on any open orders.
If you take on one of the unassigned jobs, just change your name in the labor item or drag and drop from .Unassigned to your name within Dispatch.
Once you have assigned yourself to the job, just follow the same steps as Performing work orders above.
Tracking customer issues:
Customers may be entering issue tickets from Web Connect and into Help Desk>Issues module. If this is the case, you can monitor these issues by selecting crtl-I to see all open issues.
You can provide a response to the issue and close the issue if it's completed.
You may also convert the issue to an order such as service order, install order, or proposal.
If you are accessing the customer issues through Web Connect, you can see the customer issues when you login and then provide a response.
Contributing to Help Desk:
It's important that the organization keep a knowledge base of past problems and solutions. This will help you and your colleagues solve issues faster by taping into past solutions.
Enter all problems and solutions that you encounter that may help others.
To find past problems and solutions, select Help Desk icon and put in any search term. You will see all the help desk entries with your search term that you can review.

Technical Support

2009-09-23T17:50:06Z

High5: Created page with ' == Technical Support Role == The technician support role is similar to the field technician role except that it is mostly doing work in house rather than in the field. This se...'

== Technical Support Role ==

The technician support role is similar to the field technician role except that it is mostly doing work in house rather than in the field. This section just goes over differences from the field technician role. The technical support role consists of all the same tasks as the field technician role except that work is done in house.
Here are some other details for the technical support role:
Answer customer calls: Technical support answers customer calls to the support phone number of "hotline". When a customer calls the following tasks should be performed:
Get the customer name and look up their record using search or view. Go to the Search or View section to see how to find the customer.
See if the customer is active. Businesses with technical support usually use customers as active for those on support contracts and inactive as out of support. Another way to see if they are active is to look at the Warranty or Maintenance expiration under Install info or for specific customer equipment in the Customer Lists>Equipment section.
Open a service order. If you are at the customer select Actions>New Service Order. In SME6.2 you can select New Item>Service.
Fill out the service requested or the information the customer is providing about the issue.
Find a solution for the issue. You can look in the Help Desk for answers to the problem or somehow use your skills to find a solution.
Fill in the services performed.
Optionally fill out the labor time spent on the service order and record as a labor item under the labor tab.
Close the order.
If this is an order that is billable, set an activity to the accounting person, or convert to an invoice.
Take the next call.
Customer sends in an email for support: This is exactly the same as above. However for the service requested, copy the email information (ctrl-c) and paste into the new service order under service requested with crtl-v.
Customer inputs an Issue through Web Connect:
See the open issues by selecting crtl-I
Go to a specific open issue. If you know the solution to the issue, fill it out in the Solution tab.
Send an email back to the customer with the solution. Note: SME does not automatically email back to a customer from within SME, you must manually send back an email that a solution has been provided to their issue.
If the issue requires field work, convert the issue to a service order with Actions>Create Service Order.
If the issue requires a new installation or replacement of their product, convert the issue to an Install order or Proposal.
With issues, the issue may go back and forth with the customer until the issue is resolved. Once resolved, change the issue to closed by selecting edit and then checking the closed box.

Field Technician

2009-09-23T17:49:23Z

Order Entry

2009-09-23T17:46:09Z

High5: Created page with ' == Order Entry Role == Order Entry role consists of finding customers, entering new customers, entering new order, and tracking existing orders. This role probably has element...'

== Order Entry Role ==

Order Entry role consists of finding customers, entering new customers, entering new order, and tracking existing orders. This role probably has elements of Customer Service or Dispatch Roles.

The most common operation for the order entry role is to enter an order, of course!
To enter an order, you perform the following steps:
Find the customer who wants a new order. Use Search to find the customer. Review the customer record to make sure they are not way behind on their balance. You would not want to continue creating service orders for customers that are way behind on payments so check with management before proceeding for high balance customers.
If the customer does not exist, enter the new customer. In SME6.2 select menu "New Item" and select Customer. If you are already in the customer section, select New Customer icon.
See if the customer has any open orders. They may be requesting the same service for example from a different requestor. Or maybe you can combine multiple service requests into one order.
A good practice is to add Notes that the customer has requested the service prior to creating the new order.
NOTE: You can skip steps 1-3 and just enter a new order. In SME6.2, just select the menu "New Items" and select Service Order.
Create the new order. From the customer, just select Actions>New Service Order (or New Install order or New Itemized Invoice).
Fill out the Order:
Enter the Service Requested.
Enter a labor item to get the order on the dispatch schedule. If you know who should do the work assign the technician, if not assign to .Unassigned.
If you know specific material or service items add them to the order.
If the work is for repair of existing customer equipment enter the equipment under Item Repair.
Set an activity for another user to follow-up on the order, for example the dispatcher or tech assigned.

Many times, customers will call to get status on an existing order. There are a number of ways to see existing order:
Select F6 to see all open service orders or F8 to see all existing Install orders or F5 to see all existing open invoices.
Go to the customer using search and then look through Customer Activities for service, install and invoice history.
If you know the specific order number, go to that module (service, install or invoice) and select Navigate>Go To and enter the number.

Project Manager

2009-09-23T17:45:13Z

High5: Created page with ' == Project Manager Role == Project managers are responsible for coordinating multiple install orders or possible service orders to completion. In SME projects go through phase...'

== Project Manager Role ==

Project managers are responsible for coordinating multiple install orders or possible service orders to completion. In SME projects go through phases from proposal to order to invoice. This section will go through the section in relation to the project manager role.
Project: The first step is to create a project. Just go to the Service & Install section and select Projects. Then select New Project. Give the project a name and other details.
Proposal: A project likely starts as a proposal so that the customer or sales lead can review before agreeing to the project. The project manager should assign the proposal to a project as soon as the proposal is near acceptance or approved. By setting the project at the proposal stage, all orders and invoices created from the proposal will automatically be assigned to the same project as the proposal.
Convert Proposal: Once the proposal is accepted and approved, it will be converted into one or more orders. Usually projects relate to Install Orders, however, your organization may use Service Orders for this purpose. You can convert service and/or install orders. You could also convert directly to invoices, but this is less common because you usually convert to Install orders that are later converted to invoices when they are completed.
New for SME6.2 is the ability to convert a proposal to multiple orders. This allows a proposal to be broken into multiple phased orders. This is a great feature for large projects.
For example, let's say you are installing a complete Audio/Visual Theater system for a mansion. The project will have 5 phases: Prewire, Setup, Equipment Install, Tuning/Programming, and Final/Training.
When converting the proposal, set the convert type to Partial.
Then select Actions>Convert Proposal>To Install
Then you select the labor, parts/material, and services for the first phase (Prewire) of the project. This will create the Install Order with the selected items. You will probably need to add additional scheduling items to the Install Order since it's not likely that the sales person who created the proposal would have the level of detail needed from a project manager viewpoint.
The project manager will assign the labor hours and techs or the services and subcontractors for the Install order, which is a phase of the project.
Then the project manager can convert the next part of the proposal to another Install order for the setup phase, once again selecting the appropriate items for the setup phase.
The project manager continues to convert the proposal to install orders until all the items are selected and all the phases have install orders.
Orders: The order contains all the labor/tasks for the project or phase of the project, all parts for the phase, and all services. The project manager should strive to move these orders to complete or closed orders.
Project: The project manager can use the project module to track all the related proposals, orders, and invoices for the project. The project section also includes it's own dispatch section. Either the project dispatch or the regular Dispatch can be used for scheduling resources to the project. You can monitor the status of the project in the project module. It tracks closed orders as completed hours.
Invoices: As orders or project phases are completed, they should be invoiced. In SME6.2, invoices can be created at any time as either partial invoices, Dollar invoices, Percentage invoices, itemized invoices, full invoices, or combined invoices. Note that once one invoice is converted you can NOT change the type of invoice. The project will include the Invoice as part of the project only if this does not duplicate aspects of the project. Not all invoice types show in the project.
Close Project: When all the orders are completed and closed, you would close the entire project.

Receptionist

2009-09-23T17:43:45Z

High5: Created page with ' == Receptionist Role == Receptionists are the first voice that customers hear and contact. For the purposes of SME and this help area the roles include checking customer acco...'

== Receptionist Role ==

Receptionists are the first voice that customers hear and contact. For the purposes of SME and this help area the roles include checking customer accounts, adding customers, order entry, and following up on customer service.

Here are some of the functions and roles for the receptionist:

Checking on customer accounts:
Customer may call in to check their balance, customer equipment, service history, or other information.
The first step is to find the customer. Go to the Search or View section to see how to find the customer.
Customer Balance is shown in the top right corner of the customer section.
Customer Aging is at the bottom of the Account tab of customer module.
You can print or email reports for the customer such as customer equipment, service history, statement and others. Just select the Print/Email icon in the top right corner and select the report for print towards the top or email towards the bottom.
To see customer information select the Install Info or Customer Lists tab and select the sub-tab of information you want to review.
To see customer activity such as service history, select the customer activity tab.
Note that many tabs have filters called open, closed, invoices, or all. For example if you are on the service tab in customer activities, selecting Open will only show service orders that are still open.
Adding Customers:
Before adding a new customer, make sure the customer is not listed as a lead or customer. Go to the Search or View section to see how to find customers or leads.
If the customer does not exist as a customer or lead, then add a new by selecting New Customer from the customer module. For SME6.2, you use the menu New Item and select Customer.
Then enter all the customer information.
Order Entry: See the Order Entry role for information on entering a new order.
Following up on customer service: It's good practice to follow-up a couple days after service is completed. Use views to find service orders with closed date within your range. If this view does not exist in Search Views, you can create the view.
Issues: If your company uses SME Web Connect, customers may be entering issue tickets that go into SME issues module. You should check these issues on a regular basis and then assign these issues to the appropriate person for follow-up. To check Issues, select Control-I to see open issues. Or you go to the Issues module in the Help Desk section and select Search>Locate Open.

Marketing

2009-09-23T17:42:38Z

High5: Created page with ' == Marketing Role == The marketing role within SME consists of tracking sales lead sources and progress, doing direct marketing campaigns, performing email campaign, and monit...'

== Marketing Role ==

The marketing role within SME consists of tracking sales lead sources and progress, doing direct marketing campaigns, performing email campaign, and monitoring customer activity and satisfaction. The following sections go through typical marketing roles.

Sales Leads:
For this section, marketing role is to support sales by tracking on monitoring lead sources and performance. The first step is to make sure the appropriate Lead Sources are available in the Lookup Lists. You should make old lead source you are no longer using as inactive and make sure all the current sources of leads are available in the list. Some examples of lead sources could be yellow pages, website, google pay per click, etc.
Business Process Tip: Make sure all sales people select the appropriate lead source when they create the lead.

It's possible the sales people do not know the lead source at the time they create the lead. If that is the case, you should go through all the new leads and select the lead source. When you do this, you should also add a note to explain that you added or changed the lead source so other people such as the sales person are aware of the change. See Views for more information. You can get a view of all sales lead without a lead source by creating a view, selecting the Lead source as one of the fields and then doing a filter on the lead source where it's blank:

Direct Marketing:
If you subscribe to a list of marketing leads, have your administrator import the list into the Direct Marketing module (table). With the direct marketing list in SME, you can follow-up with these leads. If they show any interest in your services, add some notes, assign a Sales Person and then convert them to a Open Sales Lead by selecting:
Actions>Move to Open Leads
You may also want to set an activity to the Sales Person to start to follow-up.
Email Campaign:
Sending out email to Customers, Sales Leads, or Direct Marketing leads can be performed using SME email campaign tool or something like ConstantContact. These tools will allow you to send out many emails at once. The SME email marketing gives a basic email marketing tool while Constant Contact provides a full featured email marketing tool tracking link backs and tools for creation of nice looking email campaigns. The advantage of SME email marketing is it's easier to get the emails from SME customers and sales leads. If you plan to use an external tool such as Constant Contact, you will need to export the contact lists using the SME export utilities. See your administrator, go to the Export section of help, or use See "SME and Excel: Extracting Data in Meaningful ways".
Customers:
When a Sales Lead is converted to a customer, this is considered a successful conversion. Marketing should back track successful conversions to the Lead Source. First create a view of new customers using the Created field in customers and add the Source to the grid. Note that the Source is not always the same as Lead Source. When Lead Source is changed, it updates Source in the Sales Lead, but since Source is a freeform text field, the sales person may have changed this information. If you are not sure, look back at closed Sales Leads for this information. The lead will be closed because it was converted to a customer, which will close the lead.
Once you know which Lead Sources are producing the best conversions, invest more in these type of marketing campaigns and possible less in other non-performing campaigns. For example, you may find that natural search is producing good conversion while yellow pages is not producing conversions, so you might reduce or eliminate spending on yellow pages and invest in increasing natural search with SEO or improved website design.
Another area to look at is the revenue produced by customers. You can see the year to date sales for a customer. Note that this will not show orders in process that have not been invoiced.

Customer Service

2009-09-23T17:40:13Z

High5: Created page with ' == Customer Service Role == Customer service is a critical role within an organization whether this is a dedicated person or one of many roles that an employee holds. Custom...'

== Customer Service Role ==

Customer service is a critical role within an organization whether this is a dedicated person or one of many roles that an employee holds. Customer service consists of checking on customers, following up with service status, sending out announcements, and general communication with customers.

The following are some of the tasks that a user in the customer service role will do:

Checking on Customers
Follow up on service status
Sending out announcements
General communication with customers

Checking on Customers

Checking on customers is easy with SME. First, you will go through a list of customers to provide some follow-up. the order of your follow-up depends on your goals for customer service. For example, maybe you want to follow-up a few days after some service was performed. Or maybe you want to just make sure you "touch" each active customer every 3 months.

So first determine your goal for your customer service follow-up:

I hope to achieve the goal of through regular follow-up with customers.

Once you have the goal, create a search view that provides the customer search list of the customers requiring follow-up. See the view section to see how to create a view. Once example field to use may be "Last Edit". This field tells the last time that the customer has been touched is some way. (Note that this may not have been an actual call to the customer, but just that some edit has been made to the customer record). Another approach may be to use some unused field to track your responses.

If you are following up a few days after a service order is closed, your view may be on service orders instead of customers.

Once you get to the customer to follow-up, make sure you add notes. You can use CSR notes or use Sales Notes, as long as your organization is consistent. See the Notessection for more info of adding notes.

Follow up on service status

A good strategy for service companies is to follow-up on service calls a few days after service is completed. This will ensure if the service was completed properly and also if any additional service is required (more revenue opportunity!). The customer service rep should be totally open and curious to whatever the customer may say about the service. The are three steps to the process:

Find the customers that need to be followed-up: Create a view to show all service orders with closed date of the last few days. See views section on how to create a view.
Contact the customer for follow-up: Either make a call to the customer, send an email, or send a survey to customers. We recommend to use SurveyMonkey to create an free online survey. If you need to contact many customers at once you can use SME email marketing tool or something like ConstantContact.
Take notes and record the results of the follow-up: Go to the customer record and enter the results of the follow-up in CSR notes or Sales notes. See the Notes section for more info of adding notes. If the customer needs additional service, enter a new service order.

Sending out announcements

Sending out announcements to customers can be performed using SME email marketing tool or something like ConstantContact. These tools will allow you to send out many emails at once. The SME email marketing gives a basic email marketing tool while Constant Contact provides a full featured email marketing tool tracking link backs and tools for creation of nice looking email campaigns. The advantage of SME email marketing is it's easier to get the emails from SME customers and sales leads.

General communication with customers

General communications with customers can be through emails, phone calls, or SME email marketing tool. To send an email to customers, just double click on the email address and your default email program will open. Be sure to also add a note within SME Notes section to record that you send out an email. You can use a quick abbreviation of em to note that you send out an email.

When you make a phone call or send an email email to a customer, be sure to record the phone call info in notes also.

Sales Person Role

2009-09-23T17:38:58Z

High5: Created page with ' == Role of Sales People == Sales people need to close sales, obviously. Doing this requires diligent tracking of sales leads, customers, and proposal opportunities. The follo...'

== Role of Sales People ==

Sales people need to close sales, obviously. Doing this requires diligent tracking of sales leads, customers, and proposal opportunities.

The following are common tasks and roles for sales people:

Track and follow-up with existing sales leads
Enter new sales leads
Enter and follow-up on proposals
Convert proposals to orders or invoices
Convert Direct Marketing leads to sales leads
Track Customers as sales leads
Best Practices for Sales People
Track and follow-up with existing sales leads

Tracking sales leads requires going through or getting to the sales lead. So the first step is organizing to find sales leads. There are a few ways to organize and search for sales leads as follows:

Master Search: A quick way to find specific sales leads is to use the master search. Just enter the information such as company name or contact name and select enter. Look for the name in either sales leads, direct sales, or customers. If the record already exists, always use the existing one rather than creating a new record. You can also select "Limit results to" and select only Sales Leads.

Search View and Grid: To view a list of sales leads you can get to the "search grid" in a variety of different ways:
Lookups F4 key: By pressing the F4 key or Lookups>Open Sales leads, will open a list of sales leads. This list can be customized by you for your view of sales leads. Seeviews section on how to create or edit views. You can add any fields or information from your sales lead screen to this view. You can also filter this view to show only your leads.
Search in Sales Lead Module: Another way to get to the search view is to select Search and then select Search Open Leads (or Search Closed Leads or Search All Leads to search for past closed leads as well). This will bring up the search view as mentioned above.

Activities: It's important to create activities for all sales leads so you know the next time you need to follow-up with the sales lead. Activities are created from an existing sales lead, proposal, customer, or any type of record. For example, say you first enter a sales lead, have a good discussion about your services and then you ask the prospect of when they want you to follow-up. They reply that they need to check with somebody, so follow-up in 2 days. You set an activity for two days away. Now you are finished with this lead an know that you will be reminded in two days to follow-up with this lead. Later you will track your activities and jump directly to this sales leads. See the Activitiessection for more information.

Enter new sales leads

Before entering a new sales lead, be sure to check if the lead already exists as a customer or sales lead in the system. Follow the search procedure above. If you create a new sales lead that is already in the system, it will be hard to merge the new information you enter with the existing information. Once you know this is a new sales lead, you can enter it by simply going to sales lead and selecting "New Lead". You can also enter a new lead by selecting the menu item called "New Item" and select Lead or simple select ctrl-alt-L.

Once you create the new sales lead, enter all the information you can. The Company field can also be used for the person's name if service will be for a private party.

Enter and follow-up on proposals

Proposals are used for actual proposals or for tracking opportunities. You can start entering a proposal as soon as you have a qualified lead and know some information about the products or services the lead (or customer) is looking for. These proposals can be used as a "pipeline" to track you future sales opportunities.

Entering a proposal is similar to enter is the same as entering orders and invoices. All the information entered into the proposal will be used to convert the proposal to an order so that information is never entered twice. Note that your efforts of entering complete information in the proposal, will help the entire organization as this proposal moves to an order, to an invoice, and finally into the accounting system. See the Proposals section for more information on how to enter information into the proposal.

It's also important to track notes for the proposal. These notes are for internal use about the status on progress of the proposal and are typically NOT shared with the sales lead or customer. So you can enter any information about the proposal to help everyone in the organization to understand the progress and history of the proposal.

Tracking activities on proposals as well as sales leads. When an activity is created on a proposal and you double click on that activity, it will go straight to the proposal so you can follow-up or update the proposal.

Search all your open proposals by selecting Search>Open Proposals. You can also configure a unique view for your proposal search list.

Convert proposals to orders or invoices

Once a sales lead agrees to the proposal, you will convert the proposal to one or more orders or invoices. "New for SME6.2" is the ability to generate multiple orders from one proposal for example if the proposal is broken into multiple phases of a project.

Business Process Tips: You organization may follow a business process to first have the proposal approved before it is converted. If this is the case for your organization, set an activity for the approver to first approve the proposal.

To convert a partial proposal to an order or invoice, you simply select Actions>Convert Proposal . Select To Service to screate a service order, select To Install to create an install order, or select To Invoice to create an itemized invoice.

To convert the final (or a single) order select Actions>Generate Final and select To Service, To Install, or To Invoice.

This will convert the proposal to the selected type of order and then ask to close the proposal. Usually, once the proposal is fully converted, it should be closed.

Note when a proposal is converted, the sales lead will be copied to customers as well if it is not already a customers. Thus, by converting a proposal it also converts the sales lead to a customer.

Sometimes it's good practice to jump to the order and set an activity to someone in operations to make sure they follow-up and get the order completed.

Convert Direct Marketing leads to sales leads

If your organization is using Direct Marketing to track leads used in marketing lists or other, you may be going through Direct Marketing records. Once the you get a hold of a direct sale and they have any interest in your products, you simply convert the direct marketing to a sales lead and track in the sales lead section.

To convert a direct marketing lead, select Actions>Move to Open Leads.

Track Customers as sales leads

You can also track customers as sales leads. Remember past customers are a great source for sales. First find the customer using the search mechanisms. If you want to track the customer as a sales lead simply select Actions>Copy to Sales. This customer will now be in the sales lead section to track as a sales lead. The lead will also be linked as a customer so that when a proposal is converted to an order it will use the same customer record and not create a new customer record.

Another way to move customer to sales lead is to create a proposal for a customer. From the customer section, select Actions>New Proposal and the customer will be copied to sales leads and a new proposal will be created.

Best Practices for Sales People

Here are a few Best Practices that sales people should follow and how to follow these best practices with SME:

Before creating new leads or customers, ALWAYS search to see if they exist already. Other people in the organization may have already entered this information or this could have been an old customer looking for new services. If a new record is created it can not be merged with an existing record so it will lead to duplicates.
Always enter new Notes for sales leads and proposals. This will indicate to management that you have been "touching" this lead. Also, this will allow other people in the organization to see the history with this lead.
Notes are for internal use only so enter any information that will be helpful to you or other people in the organization. For example if the sales lead is a jerk, write it down in notes so other people are prepared when dealing with them. If the lead like to talk about their dog, write it in so you can form a bond with the lead, such as: "How's your dog boo-boo doing...".
Always create activities for the next action with the lead. Before finishing a conversation, ask the lead when they would like you to follow-up. The lead is alway impressed when you say you will follow-up in two days and you follow-up in exactly two days.
Create activities for other people in the organization to follow-up. Create an activity and assign to other SME users to perform actions on the sales lead or proposal. For example, if a proposal needs to be approved, set an activity to the approver to the proposal. Or set an activity on a newly created order to make sure the order gets process properly.
Track lead source in the sales lead. The lead source will help marketing know which marketing plans are working.
Track sales stage in the sales lead. Tracking the sales stage will let you and management know which sales leads are hot and should have more regular follow-up. The sale stage drop down list should be configured for your organization that matches your sales pipeline stages.
Track the forecasted amount to know the size of the initial deal with the sales lead.

Manager Role

2009-09-23T14:49:11Z

High5: /* Manager or Owner using SME */

== Manager or Owner using SME ==

<nowiki>
Managers use SME to monitor and track activities, business results, and customer service levels. This section goes through various functions that are useful for managers.
Here are specific functions the manager would likely do within SME:
Monitor and contact active customers
Track Open Work Order Volume
Track customer payments through aging reports
Monitor profit/loss for jobs
Check activities and lead tracking of salespeople
Check sales pipeline through proposals
Notifications: Get notified for activities being performed by special customers either those critical customers or those behind in balances or who need to pay prior to new service.

Monitor and contact active customers
According to leading business gurus, managers and owners should spend 60% of their time nurturing, working, and selling to existing customers. SME enables close monitoring and follow-up for customers. Below are various activities to utilize to Monitor and contact active customers:
SME tracks active and inactive customers. How your business handles inactive customers will be unique to your type of business. For example, a software, HVAC, or IT business may track active customers as any customer with an active support or maintenance contract. Customers without active support contracts would be set as inactive.
Business Process Tips: The business must establish a consistent process for making a customer active or inactive. All SME users that will be converting a customer from active to inactive must follow this business process.

Here are some common tasks for tracking active and inactive customers:
To get a search list of active customers select F2. Remember to nurture your active customers!
To get a search list of inactive customers, select ctrl-F2. Try to move inactive customers back to active with new service offerings, new products, and maintenance contracts.
Track Open Work Order Volume
You can quickly see the number of open orders, either open service orders, open install orders or open invoices. This will give you an indication if work is piling up and not getting done or taking too long to complete, which could lead to customer dissatisfaction.
Here are some common tasks for tracking open work order volume:
To get a list of open service orders, select F6
To get a list of open install orders select F8
To get a list of open invoices that have not been paid, select F5.
Track customer payments through aging reports
Delays in customer payments will affect cash flow. It's important that someone is monitoring customer aging information to see if management intervention is required to discuss with customers who are behind in payments.
To get an aging report for all customers, go to Doc Center>Reports and select Invoice section. There are a number of reports for tracking aging:
Standard Accrued Balance Report, Billing or Site. Usually you would set the cut off date to today, however you could set the cutoff to another day such as end of month. This report is used for companies reporting on an accrual basis. Usually you would track by billing location, but you can also track by site location. These reports will should all the outstanding invoices and total amount due per customer. At the end will show the total amount due from all customers.
Standard Aging Report by Date Range. This report provides a date range for aging information.
Standard Customer Statement. This report allows you to create customer statements for each customer with an open balance.
Monitor profit/loss for jobs
It's important to track profits for each job or for proposals to make sure the business is healthy and customer pricing is at the correct level. SME allows tracking of profits through proposals, projects, orders, and reports.
The following are various ways to track profits:
Proposals: You can quickly see the profits of a proposal by just going to the proposal and looking at the Totals tab. There is also a report to show profits on proposals that can be run on individual proposals or all proposals called "Standard Proposal Profit/Loss Report".
Business Process Tips: You may want to establish an approval process for proposals where it must first be approved before sending to a customer. SME provides ability to accept proposals.

Work Orders: Track the profits of service and install orders. Run the report "Standard Order Profit/Loss Report" from the service or install order.
Invoices: Track invoice profits with "Standard Invoice Profit/Loss Report".
Projects: When orders and proposals are added to projects, you can track the profits of the entire project in the Totals tab.
Reports: Run the Profit/Loss reports for orders, proposals, or invoices from the Doc Center>Reports section. Then select the appropriate module to run profit reports for proposals, service, install or invoices.
Check activities and lead tracking of salespeople
Sales are critical for any business. It's important to track incoming leads and proposal opportunities. Managers of SME have a number of ways to track sales leads and proposal opportunities:
Sales Leads: The first step is to make sure your salespeople are entering ALL leads as soon as they come in. Secondly they should continue to update leads with additional information and notes. When the salespeople enter notes it also triggers the last edit information so management can track the last contact of leads and also track if leads are "stale" and have not been contacted in a long time. Track sales leads by doing a search list of sales leads. By selecting the appropriate fields in the search grid, you can track sales lead activities and pipeline. Create various views to track by sales person or by forecasted amount. See the Views sections for details on how to create custom views.
Business Process Tips: Make sure salespeople track all information in SME and enter every lead, take notes, and enter proposals as opportunities.

Customers: Salespeople should also be looking to past or existing customers for sales opportunities. Managers should provide lists of past leads to sales people to work on. Once again, use views to find past active or inactive customers.
Check sales pipeline through proposals
Track pipeline by monitoring proprosals.
Proposals: Proposals are your pipeline of opportunities. Tracking proposals gives managers an idea of what pipeline of future sales are being worked on. Utilities Views to track proposals.
Business Process Tips: Salespeople should be entering proposals for every opportunity with sales leads AND customers. Proposal opportunities should be entered as soon as the opportunity is qualified and the salesperson knows what products or services the customer or sales leads will need. These proposals should be continuously updated until either closed due to conversion to an order or closed because they no longer want the solution.

Notifications
Notifications can be set for an special customers. Special can either be good or bad. For example, set a notification on customers that are behind on their balance so that no additional service is performed until the pay past balances. Or set notifications on important customers that notify managers or other key personnel that new service is being performed for these VIP customers. See the Notifications section for more information.</nowiki>

Manager Role

2009-09-23T14:48:35Z

High5: Created page with ' == Manager or Owner using SME == Managers use SME to monitor and track activities, business results, and customer service levels. This section goes through various functions t...'

== Manager or Owner using SME ==

Managers use SME to monitor and track activities, business results, and customer service levels. This section goes through various functions that are useful for managers.
Here are specific functions the manager would likely do within SME:
Monitor and contact active customers
Track Open Work Order Volume
Track customer payments through aging reports
Monitor profit/loss for jobs
Check activities and lead tracking of salespeople
Check sales pipeline through proposals
Notifications: Get notified for activities being performed by special customers either those critical customers or those behind in balances or who need to pay prior to new service.

Monitor and contact active customers
According to leading business gurus, managers and owners should spend 60% of their time nurturing, working, and selling to existing customers. SME enables close monitoring and follow-up for customers. Below are various activities to utilize to Monitor and contact active customers:
SME tracks active and inactive customers. How your business handles inactive customers will be unique to your type of business. For example, a software, HVAC, or IT business may track active customers as any customer with an active support or maintenance contract. Customers without active support contracts would be set as inactive.
Business Process Tips: The business must establish a consistent process for making a customer active or inactive. All SME users that will be converting a customer from active to inactive must follow this business process.

Here are some common tasks for tracking active and inactive customers:
To get a search list of active customers select F2. Remember to nurture your active customers!
To get a search list of inactive customers, select ctrl-F2. Try to move inactive customers back to active with new service offerings, new products, and maintenance contracts.
Track Open Work Order Volume
You can quickly see the number of open orders, either open service orders, open install orders or open invoices. This will give you an indication if work is piling up and not getting done or taking too long to complete, which could lead to customer dissatisfaction.
Here are some common tasks for tracking open work order volume:
To get a list of open service orders, select F6
To get a list of open install orders select F8
To get a list of open invoices that have not been paid, select F5.
Track customer payments through aging reports
Delays in customer payments will affect cash flow. It's important that someone is monitoring customer aging information to see if management intervention is required to discuss with customers who are behind in payments.
To get an aging report for all customers, go to Doc Center>Reports and select Invoice section. There are a number of reports for tracking aging:
Standard Accrued Balance Report, Billing or Site. Usually you would set the cut off date to today, however you could set the cutoff to another day such as end of month. This report is used for companies reporting on an accrual basis. Usually you would track by billing location, but you can also track by site location. These reports will should all the outstanding invoices and total amount due per customer. At the end will show the total amount due from all customers.
Standard Aging Report by Date Range. This report provides a date range for aging information.
Standard Customer Statement. This report allows you to create customer statements for each customer with an open balance.
Monitor profit/loss for jobs
It's important to track profits for each job or for proposals to make sure the business is healthy and customer pricing is at the correct level. SME allows tracking of profits through proposals, projects, orders, and reports.
The following are various ways to track profits:
Proposals: You can quickly see the profits of a proposal by just going to the proposal and looking at the Totals tab. There is also a report to show profits on proposals that can be run on individual proposals or all proposals called "Standard Proposal Profit/Loss Report".
Business Process Tips: You may want to establish an approval process for proposals where it must first be approved before sending to a customer. SME provides ability to accept proposals.

Work Orders: Track the profits of service and install orders. Run the report "Standard Order Profit/Loss Report" from the service or install order.
Invoices: Track invoice profits with "Standard Invoice Profit/Loss Report".
Projects: When orders and proposals are added to projects, you can track the profits of the entire project in the Totals tab.
Reports: Run the Profit/Loss reports for orders, proposals, or invoices from the Doc Center>Reports section. Then select the appropriate module to run profit reports for proposals, service, install or invoices.
Check activities and lead tracking of salespeople
Sales are critical for any business. It's important to track incoming leads and proposal opportunities. Managers of SME have a number of ways to track sales leads and proposal opportunities:
Sales Leads: The first step is to make sure your salespeople are entering ALL leads as soon as they come in. Secondly they should continue to update leads with additional information and notes. When the salespeople enter notes it also triggers the last edit information so management can track the last contact of leads and also track if leads are "stale" and have not been contacted in a long time. Track sales leads by doing a search list of sales leads. By selecting the appropriate fields in the search grid, you can track sales lead activities and pipeline. Create various views to track by sales person or by forecasted amount. See the Views sections for details on how to create custom views.
Business Process Tips: Make sure salespeople track all information in SME and enter every lead, take notes, and enter proposals as opportunities.

Customers: Salespeople should also be looking to past or existing customers for sales opportunities. Managers should provide lists of past leads to sales people to work on. Once again, use views to find past active or inactive customers.
Check sales pipeline through proposals
Track pipeline by monitoring proprosals.
Proposals: Proposals are your pipeline of opportunities. Tracking proposals gives managers an idea of what pipeline of future sales are being worked on. Utilities Views to track proposals.
Business Process Tips: Salespeople should be entering proposals for every opportunity with sales leads AND customers. Proposal opportunities should be entered as soon as the opportunity is qualified and the salesperson knows what products or services the customer or sales leads will need. These proposals should be continuously updated until either closed due to conversion to an order or closed because they no longer want the solution.

Notifications
Notifications can be set for an special customers. Special can either be good or bad. For example, set a notification on customers that are behind on their balance so that no additional service is performed until the pay past balances. Or set notifications on important customers that notify managers or other key personnel that new service is being performed for these VIP customers. See the Notifications section for more information.

Roles

2009-09-23T14:43:08Z

High5:

==Summary of Roles==
One way to get to know SME is by various business roles which are taks based upon job functions. In smaller organization individuals perform many roles while in larger organizations people tend to focus on a single role. Look through the roles closest to your job function to learn about the various aspects of SME for you.

Some of the roles include the following:

[[Manager Role]]: The manager or owner role focuses on overview the business to make sure everything is on track. To monitor the activities of the employees and processes is critical. Also, following up with customers for customer service or additional sales. This role also includes watching customer payment delays through aging reports.

[[Sales Person Role]]: the sales person role consists of entering and tracking leads, creating proposals, and converting proposals to orders.

[[Customer Service]]: This role consists of following up with customers to make sure customers are satisfied or delighted with the product and services provided.

[[Marketing]]: The marketing role within SME consists of tracking sales lead sources and progress, doing direct marketing campaigns, performing email campaign, and monitoring customer activity and satisfaction.

[[Receptionist]]: This role is to answer incoming calls and enter service orders.

[[Dispatcher or Dispatch Scheduler]]

[[Project Manager]]: Track projects from proposal to order to invoice.

[[Order Entry]]: Order Entry role consists of finding customers, entering new customers, entering new order, and tracking existing orders.

[[Field Technician]]: Field technicians perform the service and install orders at the customer site.

[[Technical Support]]: The technician support role is similar to the field technician role except that it is mostly doing work in house rather than in the field

[[Inventory Controller or Manager]]: This role is for anyone dealing with the management and control of inventory. A service organization needs to closely manage "People and Parts", so your role is to manages the parts which is critical in customer satisfaction (correct and timely delivery) and company cost control .

[[Purchasing]]: The purchasing role is for managing the purchasing of parts from vendors and services from subcontractors.

[[Accounting and Bookkeeping]]: The accounting or bookkeeping role consists of creating invoices, sending invoices out to customers, entering payments, tracking overdue accounts, and handling the accounting program.

[[Administrator]]: Handles initial setup and ongoing maintenance of SME.

[[Subcontractor Manager or Coordinator]]: Subcontractor managers coordinate all jobs for subcontractors.

Home

2009-08-25T17:19:46Z

High5: moved Home to Main Page over redirect: revert

#REDIRECT [[Main Page]]

Main Page

2009-08-25T17:19:46Z

High5: moved Home to Main Page over redirect: revert

<big>'''Welcome to High 5 Software Wiki'''</big>

This wiki is for SME user guide

Please visit High 5 Software main website at http://www.high5software.com for product and sales information

You can also visit the High 5 Software forum at http://forum.high5software.com

== SME: Service Management Enterprise ==
* [[Welcome]]
* [[Introduction]]

Consult the [http://meta.wikimedia.org/wiki/Help:Contents User's Guide] for information on using the wiki software.

Main Page

2009-08-25T15:40:42Z

High5: moved Main Page to Home

<big>'''Welcome to High 5 Software Wiki'''</big>

This wiki is for SME user guide

Please visit High 5 Software main website at http://www.high5software.com for product and sales information

You can also visit the High 5 Software forum at http://forum.high5software.com

== SME: Service Management Enterprise ==
* [[Welcome]]
* [[Introduction]]

Consult the [http://meta.wikimedia.org/wiki/Help:Contents User's Guide] for information on using the wiki software.

Talk:Welcome

2009-08-21T01:33:56Z

High5: Created page with 'SME is a complete service management solution. Provide your comments here.'

SME is a complete service management solution. Provide your comments here.

User:Marks

2009-08-21T01:24:25Z

High5: Created page with 'File:Mark_Stair.jpg'

[[File:Mark_Stair.jpg]]

Copyright

2009-08-20T18:45:56Z

Welcome

2009-08-20T18:39:54Z

High5:

High 5 Software provides service management software solutions for field service companies in a variety of industries. Focusing on companies that need to manage work orders, technicians, inventory, and customer equipment tracking. Industries such as telecom/interconnect installers, security, Information Technology (IT), Fire & Safety, Fitness repair, HVAC, Electrical contractors, and many more rely on SME for daily business operations.

== Highlights of SME:==
SME is a complete service management software solution.
Meets the needs of all roles within the business including sales, marketing, customer service, management, dispatchers, project managers, inventory handlers, parts purchasing, and accounting.

SME provides management of sales and marketing, work orders, resource scheduling, management business analysis, account receivables, inventory management, dispatch scheduling, knowledgebase management, document management, quotes and proposals, installation and service orders, project management, asset tracking, and more.
With over 140 reports all users and management can get reports needed to manage and track the business.

Wiki is in development. The SME main help is located at http://www.high5software.com/smeHelp/SMEHelp.htm

SME sample screen shot [[File:SMEcustomers.PNG|thumb]]

Welcome

2009-08-20T18:38:38Z

High5:

Welcome

2009-08-20T18:35:07Z

High5:

File:Mark Stair.jpg

2009-08-20T18:29:04Z

High5: Mark Stair, President, High 5 Software

Mark Stair, President, High 5 Software

Welcome

2009-08-20T18:28:13Z

High5:

High 5 Software provides service management software solutions for field service companies in a variety of industries. Focusing on companies that need to manage work orders, technicians, inventory, and customer equipment tracking. Industries such as telecom/interconnect installers, security, Information Technology (IT), Fire & Safety, Fitness repair, HVAC, Electrical contractors, and many more rely on SME for daily business operations.

== Highlights of SME:==
SME is a complete service management software solution.
Meets the needs of all roles within the business including sales, marketing, customer service, management, dispatchers, project managers, inventory handlers, parts purchasing, and accounting.

SME provides management of sales and marketing, work orders, resource scheduling, management business analysis, account receivables, inventory management, dispatch scheduling, knowledgebase management, document management, quotes and proposals, installation and service orders, project management, asset tracking, and more.
With over 140 reports all users and management can get reports needed to manage and track the business.

Wiki is in development. The SME main help is located at http://www.high5software.com/smeHelp/SMEHelp.htm

Mark Stair [[File:Mark_Stair.jpg]]

Copyright © 2009 CosmicStep Software, Inc dba High 5 Software

Welcome

2009-08-20T18:22:25Z

High5:

Welcome

2009-08-20T18:15:39Z

High5: /* Welcome! */

High 5 Software provides service management software solutions for field service companies in a variety of industries. Focusing on companies that need to manage work orders, technicians, inventory, and customer equipment tracking. Industries such as telecom/interconnect installers, security, Information Technology (IT), Fire & Safety, Fitness repair, HVAC, Electrical contractors, and many more rely on SME for daily business operations.

== Highlights of SME:==
SME is a complete service management software solution.
Meets the needs of all roles within the business including sales, marketing, customer service, management, dispatchers, project managers, inventory handlers, parts purchasing, and accounting.

SME provides management of sales and marketing, work orders, resource scheduling, management business analysis, account receivables, inventory management, dispatch scheduling, knowledgebase management, document management, quotes and proposals, installation and service orders, project management, asset tracking, and more.
With over 140 reports all users and management can get reports needed to manage and track the business.

Wiki is in development. The SME main help is located at http://www.high5software.com/smeHelp/SMEHelp.htm

Copyright © 2009 CosmicStep Software, Inc dba High 5 Software

Welcome

2009-08-20T18:15:25Z

High5:

==Welcome!==

High 5 Software provides service management software solutions for field service companies in a variety of industries. Focusing on companies that need to manage work orders, technicians, inventory, and customer equipment tracking. Industries such as telecom/interconnect installers, security, Information Technology (IT), Fire & Safety, Fitness repair, HVAC, Electrical contractors, and many more rely on SME for daily business operations.

== Highlights of SME:==
SME is a complete service management software solution.
Meets the needs of all roles within the business including sales, marketing, customer service, management, dispatchers, project managers, inventory handlers, parts purchasing, and accounting.

SME provides management of sales and marketing, work orders, resource scheduling, management business analysis, account receivables, inventory management, dispatch scheduling, knowledgebase management, document management, quotes and proposals, installation and service orders, project management, asset tracking, and more.
With over 140 reports all users and management can get reports needed to manage and track the business.

Wiki is in development. The SME main help is located at http://www.high5software.com/smeHelp/SMEHelp.htm

Copyright © 2009 CosmicStep Software, Inc dba High 5 Software

Welcome

2009-08-20T18:14:33Z

High5: Created page with 'Welcome! High 5 Software provides service management software solutions for field service companies in a variety of industries. Focusing on companies that need to manage work or...'

Welcome!

High 5 Software provides service management software solutions for field service companies in a variety of industries. Focusing on companies that need to manage work orders, technicians, inventory, and customer equipment tracking. Industries such as telecom/interconnect installers, security, Information Technology (IT), Fire & Safety, Fitness repair, HVAC, Electrical contractors, and many more rely on SME for daily business operations.
Highlights of SME
SME is a complete service management software solution.
Meets the needs of all roles within the business including sales, marketing, customer service, management, dispatchers, project managers, inventory handlers, parts purchasing, and accounting.
SME provides management of sales and marketing, work orders, resource scheduling, management business analysis, account receivables, inventory management, dispatch scheduling, knowledgebase management, document management, quotes and proposals, installation and service orders, project management, asset tracking, and more.
With over 140 reports all users and management can get reports needed to manage and track the business.

Wiki is in development. The SME main help is located at http://www.high5software.com/smeHelp/SMEHelp.htm

Copyright © 2009 CosmicStep Software, Inc dba High 5 Software

Main Page

2009-08-20T18:11:37Z

High5: /* Getting started */

<big>'''MediaWiki has been successfully installed.'''</big>

Consult the [http://meta.wikimedia.org/wiki/Help:Contents User's Guide] for information on using the wiki software.

== SME: Service Management Enterprise ==
* [[Welcome]]
== Getting started ==
* [http://www.mediawiki.org/wiki/Manual:Configuration_settings Configuration settings list]
* [http://www.mediawiki.org/wiki/Manual:FAQ MediaWiki FAQ]
* [https://lists.wikimedia.org/mailman/listinfo/mediawiki-announce MediaWiki release mailing list]