Customer Review

How can a technician modify their labor and/or travel times or work performed notes during the customer review?

What do the Complete Work Order options means?

What is 'Customer Decline' option in the checklist section?

How does a technician submit a quote for items found on a checklist during the customer review?

What is Customer Review?

Once the Technician has reviewed the work order and is ready to have the customer sign, they will move to Customer Review. This is where the technician can explain to the customer what they have done, show them the checklist (if applicable), and upsell the customer on any additional repairs.

Activity

Within the Customer Review screen the technician can edit work performed notes, labor or travel entries (if enabled in Company Settings).

Click the 3 dots menu in the upper right corner of the screen and select Activity.

From here the Technician can make any adjustments on work performed comments, labor or travel entries.

Completing the Work Order signature options:

Prior to entering the Customer Review phase, Technicians are presented with four options:

Sign as You: Selecting this option will complete the work order, using the logged-in technician’s first and last name as the signature. NOTE: If the customer’s profile in HQ (Admin > Customers) has 'Required Signature' set to YES, this option will not be available to the technician for that customer’s work orders.
Sign Now: This option directs technicians straight to the customer review screen, facilitating on-the-spot customer signature.
Sign Later: Opting for this choice transitions the work order into customer review status. This flexibility enables subsequent signature capture at a convenient time, streamlining the process for batch signing multiple work orders if necessary. Click here to learn more about Batch Signing. NOTE: If your dealership is enrolled in Tinnacity's Customer Portal and has 'Sign Work Orders' enabled, the technician will receive a prompt to 'Request Customer Signature.' This action will trigger an email notification to anyone at the relevant location who is subscribed to the 'A work order is ready for review' alert, informing them that a work order is ready for review and awaiting a signature. Click here to learn more.
Cannot Get Signature: This choice allows the Technician to finalize the work order without necessitating a signature.
- NOTE: If your dealership uses Tinnacity's Customer Portal and if in Admin/Customers/Customer Details 'Signature Required' is enabled, this will require the customer to sign off on the work order before it can be completed. The [Sign As You] button will not be available. The technician will also be prompted if they want to send a notification to the customer that the work order is ready to be signed. Selecting YES will send this notification to your customer for a signature needed within Customer Portal. Once your customer signs off on the work order, the technician will get a notification that it has been signed.

The work order will remain in Customer Review & NOT COMPLETED until your customer signs off on it. The Service app will display this information for your technician.

Quote Option and Customer Declined

When a work order includes a checklist with any item marked other than “OK,” the technician should review these findings with the customer. This ensures transparency regarding potential issues and provides an opportunity to recommend additional service or parts that may enhance equipment performance or prevent future problems.

Customer Decline

First, review the checklist findings with the customer. Press [Show Issues] to only display the items marked unfavorably, other than OK.

Pressing [Show Issues], will update the checklist to include only questions answered unfavorably. Review each question with the customer, if the customer does not want a quote to get it fixed, press the [Decline] button. Continue this process until all questions have been reviewed with the customer. To reset, press [Reset Decline]. NOTE: If Decline is selected, the Customer's Name must be entered as who declined the repair.

Quote

If the customer is interested in receiving a quote, the technician can tap the [Quote] button.

This will open the Quote Details screen and will automatically populate the questions not marked as declined, including the technician’s comments (if applicable). Fill out the required fields, add as much details, pictures, etc. to assist your back-office to quote it accuratrely, then press [Submit]. This will return the technician to the Customer Review, allowing the customer to sign for it.

TIP: In HQ, work order details, you can view the customer declined items by clicking [View] next the checklist in the Equipment Card.

NOTE: If the customer states they aren’t or haven't received the customer review pdf, find the work order in HQ>Service>History and select it. In the Status card, there is a "Sent Paperwork" section and the email address the pdf was sent to shows. When you hover over the email address it will show you the date and time in which the email was sent. If it did not get sent, it would show the email as red. If you need to resend the pdf...click the 3 dots in the upper right and select [Email]. Enter the email address and send. IMPORTANT: If the email bounced (incorrect email address was entered), correct the email address in Admin/Location Contacts for the relevant contact. Click here to learn more about Location Contacts.

Once the work order has been reviewed with the customer:

The customer will sign in the gray box at the bottom of the screen, enter their name, Job Title (optional) and any emails they would like to have the work order PDF delivered to (optional). Once signed, tap the green checkmark and the work order is now complete. NOTE: The information visible to the customer, including labor and/or travel entries, quantities, and part descriptions, is configured within the 'Company Settings'.