Service project workflow
Service projects are for post-installation work, including maintenance, warranty claims, and system audits.
How the workflow helps you
The workflow:
- Doesn't require a quote.
- Provides different resolution paths based on the issue and facilitates attending the site multiple times.
- Guides sales, operations, and installation teams through each stage, keeping everyone coordinated.
- Tracks progress automatically as tasks are completed, to ensure nothing gets missed along the way
Resolution pathways
When you create a service project, you'll log the issue and choose one of four resolution paths:
- Manufacturer action required - Work with the manufacturer to fix the issue.
- Resolve internally - Fix the issue without a site visit.
- Site visit needed - Send an installer to site to fix the issue.
- Request not required - Close the project.
In addition:
- At the end of the Manufacturer action required and Resolve internally paths, if the issue isn't resolved, you can create a job for an installer to visit the site.
- You can choose to return to site multiple times to resolve an issue.
The service project journey
This is an outline of the different pathways a service project can take. Each step below shows what to do and where to do it:
Requesting stage
This is the starting stage for every service project. You'll create the project record and log the service request.
| Step | Where | Purpose |
|---|---|---|
| Create a service project | Console | Start the service project workflow. |
| Create service request task | Console | Record the details of the service request and decide how to resolve it. |
Investigating stage
In the Create service request task, if you selected Manufacturer action required or Resolve internally, the project will enter the Investigating stage.
Manufacturer action path:
| Step | Where | Purpose |
|---|---|---|
| Receive manufacturer service outcome task | Console | Choose an outcome: Resolved, Not resolved (site visit required), Unable to resolve |
Resolve internally path:
| Step | Where | Purpose |
|---|---|---|
| Complete internal service review task | Console | Choose an outcome: Resolved, Not resolved (site visit required), Unable to resolve |
Servicing stage
If a site visit is selected, the project will enter the Servicing stage. Depending on the type of work required, you can create an audit job or a replacement job.
Once you've completed this job, you can specify if another job is required to resolve the issue. This ability, to return to site multiple times, is a feature of service projects.
Audit job path
| Step | Where | Purpose |
|---|---|---|
| Confirm audit task | Console | Confirm the audit job, and add an optional note to the information sheet for installers. |
| Accept and schedule audit job | Installer app | Review the audit job and agree on a date and time with the customer. |
| Complete job task | Installer app | Complete the audit checklist task to record information for the audit report. |
| Review audit artefacts task | Console | Look over the audit report and determine if the asset register needs to be updated. |
| Complete audit review task | Console | Determine the overall outcome of the job. |
Replacement job path
| Step | Where | Purpose |
|---|---|---|
| Confirm replacement task | Console | Confirm the replacement job, and add an optional note to the information sheet for installers. |
| Accept and schedule replacement job | Installer app | Review the replacement job and agree on a date and time with the customer. |
| Complete job tasks | Installer app | Record information for the replacement report through these two tasks:
|
| Review replacement artefacts task | Console | Look over the replacement report and determine an outcome. |
| Update asset serial numbers task | Console | Record the serial numbers of any assets that you installed or replaced. |
| Upload regulatory documents task | Console | A reminder to upload the required regulatory documents to UPowr. |
Reviewing stage
After the service work is complete, you'll review the outcome to determine if the issue has been resolved. At this point, you can choose to go back to site to do another job.
| Step | Where | Purpose |
|---|---|---|
| Complete service review task | Console | Choose an outcome: Service request has been resolved, Return to site required, Service request cannot be resolved |
Once all tasks are complete and the issue is resolved, the service project reaches the Completed outcome.