This is the eighth article in a nine part series about the role that software plays in the field service industry. It’s focus is on automated email and how software can help you run a better service business by improving your emailing operations. We’re passionate about software and the service industry, and we want to help you find the right software for your business, whether it’s our product or a competitor’s.You’ll receive the next white paper in the series next week, but if you can’t wait we encourage you to use the links at the bottom of the page to read the rest of the series now.


 

How Can Software Improve Automated Emailing Processes For The Service Industry?

How Does Automated Email Affect Service Businesses?

Automated email can and should be much more useful than an “Out Of The Office” auto reply email without being any more complicated to set up and implement. A good service management software solution will include functionality for a variety of automated email features that can do the following:

  • Incoming emails are converted into open work orders
  • Work order status changes trigger an email notification
  • Work order assignments trigger an email and schedule a Google Calendar or Outlook event
  • Orders that are closed send a notification to the customer
  • Orders that are opened send a notification to the customer
  • Email correspondence regarding an open order is automatically copied into the “Services Requested” notes for the order

The way that these features are configured should be customized for your specific processes. Some examples of how typical service businesses use the above functionality are seen in the next section.


Automated Email Specifics

Incoming emails are converted into open work orders

Incoming emails can be automatically converted into work orders with pre-filled info

Incoming emails can be automatically converted into work orders with pre-filled info

  • If you use a dedicated email line for receiving work order requests then it’s probably convenient to automatically convert those emails into open work orders
  • Work orders are opened and automatically tied to the customer who emailed you. The content of the email is logged in the “Services Requested” notes for the order. All that remains to be done is to assign the order to a technician.

Work order assignments trigger an email and schedule a Google Calendar or Outlook event

  • When a technician is assigned to an order they can receive an email letting them know, plus you can configure your software to automatically generate a Google Calendar or Outlook event for that task

Orders that are closed send a notification to the customer

  • When an order is closed your customer is notified. If they have more requests for your service they’ll know that they should contact you again to communicate their needs. This is a great way to stay on the same page with your customers, since in some industries the customer doesn’t always know right away when an order is completed.

Orders that are opened send a notification to the customer

  • When you open an order for a customer that customer should receive an email letting them know that the job is being worked on. It’s a good way to keep them in the loop and make your customers feel like they’re being taken care of quickly.

Email correspondence regarding an open order is automatically copied into the “Services Requested” notes for the order

  • Email correspondence with your customers often contains important information but can be unwieldy or time consuming to log into your CRM system or sales notes records. Automated email tools that automatically enter email correspondence into the corresponding work order record for that customer save you time and improve the quality of your records tremendously.

Work order status changes trigger an email notification

Order status changes can send an email to a highly customizable list of recipients

  • When a technician updates an order status you can configure your automated email tool to email that update to the relevant parties
    • Example: Technician arrives at the work site and discovers he needs different tools so he changes the order status to “Postponed 1 Hour – Obtaining Necessary Tools”
  • The people who receive order status emails can be configured independently for each order status, or customized each time you want to send an email.
    • Example: If an order status is relevant to your accounting department you can include your accounting personnel and no one else. If the order status is applicable to your customer and your service manager then you can configure emails to be sent only to them when the order status is relevant to them.
  • Order status emails are a great way to maintain customer contact without spending more time contacting them manually

In Summary…

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The Whole Package

We hope our software fits your emailing needs since we’ve been designing software specifically for the service industry for over 25 years, but we’re quick to acknowledge when the fit isn’t right and we’d be glad to point you to one of our competitors who might suit your needs better. If you have any questions about emailing systems and how they relate to your specific business processes please feel free to give us a call at 360-293-3000.

This article is the eighth in a nine part series of white papers designed to inform you about the role that software plays in the field service industry. You’ll receive the next article in the series next week, but if you can’t wait until then we encourage you to check out the entire series using the links below. Thanks for reading!

The Team at High 5 Software


Read The Whole Series
SMEVideoOverviewScreenshot1

Watch a video overview of Service Management Enterprise (SME) from High 5 Software

Part 1: Overview
Part 2: Customer Relationship Management
Part 3: Work Order Management
Part 4: Sales, Leads and Proposals
Part 5: Dispatching and Scheduling
Part 6: Inventory Management
Part 7: Double Entry
Part 8: Automated Email
Part 9: Reporting