This is a guide to the Home Visit features in Appliance.io
The Home Visit feature in Appliance.io allows you to manage various types of customer visits directly from an order. This guide covers the essential steps and options available for using the Home Visit functionality.
To access the Home Visit feature:
Open any existing order.
Click on the “Select Action” menu.
Select “Add a Home Visit.”
This will open a pop-up window where you can choose one of three types of visits. Each option is tailored to specific customer needs:
Home Visit Types
1. Survey
Purpose: Used for pre-measuring or surveying an installation site at the customer’s location, typically before the appliance order is finalized.
Usage: Select this option to arrange a pre-installation survey, ensuring all necessary measurements and site requirements are met.
2. Service
Purpose: Schedule a service call for appliances already installed at the customer’s location. Most often, this will apply to products originally purchased through Appliance.io.
Usage: Use this option to address any issues or maintenance needs for previously delivered appliances. The service request should be linked to the original order containing the appliance.
3. Install
Purpose: Arrange for a technician to complete an installation at the customer’s location, often when the customer cannot perform the installation themselves.
Usage: This option is applicable only if the appliance was sold with an installation option. Use this to send a technician to install the appliance on-site for the customer.
Adding a Home Visit
After selecting the type of Home Visit, fill in the following fields (fields may vary depending on the visit type selected):
Choose the specific appliance model number for installation or service. Provide any additional details relevant to the visit. Select the delivery provider if necessary. You may choose the scheduled date for the visit.
Step-by-step for each type:
1. Survey
Surveys are typically used for pre-installation measurements or to assess the customer’s space before they place an order.
Survey Form: Select the specific form (e.g., Cooktop, Microwave, Dishwasher) from the dropdown.
Model Number: Choose the model number if it’s known. (This helps technicians know what to survey).
Select the appropriate method for the visit.
Set the date for the survey. Enter any specific instructions for the technician.
Click Save to add the survey to the order. The survey information will appear in the order summary, showing the status as In-Transit until completed.
The Survey tile will update once completed.
2. Service
This option is used to schedule a service call for an appliance already at the customer’s location. It’s typically used for repairs or maintenance.
Enter details of the issue or service to be performed.
Select the appropriate service provider or method.
Set the date for the service call.
Click Save to add the service to the order. Once the service is completed, the status will update accordingly.
The service tile will update once the service call has been completed.
3. Install
Installations are scheduled when a customer needs help setting up an appliance they already have.
Select the model being installed. Only models sold with an installation will appear.
Enter specific details regarding the installation.
Select the installation provider or method.
Choose the scheduled date for the installation.
Click Save to add the installation to the order. The installation details will be added to the order summary.
The install tile will update once the install call has been completed.
This guide only covers normal use for each feature. As mentioned above these features are not available on Quotes just yet.
Survey before order
If a survey needs to be completed before the customer places an order, follow these steps:
Create a Quote for the customer.
Add the product and include the model number with the designation (e.g., Model123 (Survey)).
Select the “Custom Product” button to save.
By entering the model # in this way we can guarantee the Technician/Driver knows what model to survey/service/install for.
Convert the quote to an order using a $0 cash payment.
The Quote will convert to an Order.
Access the Home Visit feature from the newly created order to complete the survey setup.
Handling Incomplete Home Visits
If a Home Visit cannot be completed by the technician or driver, the following steps should be taken:
Mark the Visit Complete: Since rescheduling Home Visits is not currently supported, technicians and drivers should mark the visit as complete in the system.
Notify the Salesperson: Technicians or drivers should inform the salesperson that the visit was not completed.
Create a New Home Visit: The salesperson can then set up a new Home Visit with the same details, adjusting the date as needed.
Note: Future updates will address the limitations mentioned above, including rescheduling capabilities. This guide will be updated accordingly once these improvements are implemented.