SuccessWare CRM Training Guide

MASTER YOUR CRM: This comprehensive guide will teach you everything you need to know about using SuccessWare Platform to handle calls, create jobs, manage customers, and dispatch technicians.

📚 Overview

SuccessWare Platform is your complete CRM system for managing customer service operations. This guide covers all essential functions that call center staff and dispatchers need to master.

🚀 Module 1: Getting Started with SuccessWare

Logging Into SuccessWare Platform

Each time you open SuccessWare Platform, you'll be required to log in with your unique email address and password.

To Log In:

  1. Enter your email address and password on the log in screen
  2. Click Log in

First-Time Login: If this is your first time logging in, you'll be required to change your password immediately.

Changing Your Password

You may be required to change your password periodically based on company policy.

To Change Your Password:

  1. Click on Forgot Password on the Log in screen
  2. Enter your email address and click Submit
  3. You'll receive an email with a link to reset your password
  4. Enter your new password (must conform to password rules shown)
  5. Confirm your new password
  6. Click Submit

Main Menu Navigation

Click on the menu bars (☰) in the upper left corner to access all modules.

Main Menu Modules:

  • Customer Service (Call Handling, Dispatch)
  • Setup (User Management, Employee Management)
  • Invoicing
  • Inventory
  • Reports
  • And more...

Quick Navigation: Learn the keyboard shortcuts and menu structure to speed up your workflow!

👥 Module 2: Customer Service - Call Handling

Understanding Service Locations vs. Billing Accounts

CRITICAL CONCEPT: SuccessWare separates customer data into two files:

Service Location:

  • WHERE you perform services
  • Stores service and phone call history
  • Equipment information
  • Warranties and agreements
  • Marketing information

Billing Account:

  • WHO pays for the service
  • Invoice history
  • Payment history
  • Credit information
  • Finance charges

Key Rule: Each service location MUST have at least one billing account, but may have multiple billing accounts. A single billing account can be responsible for multiple service locations.

Where Does the Bill Go?

Owner-Occupied Properties:

  • Customer owns AND lives at the property
  • Copy location information to billing account

Non-Owner-Occupied Properties:

  • Customer owns but doesn't live there (rental property)
  • Tenant not responsible for service bills
  • Create separate billing account for property owner
  • Link multiple properties to one owner's billing account

General Billing Accounts:

  • For one-time billing relationships
  • Examples: General contractors, warranty companies, insurance companies
  • No ongoing relationship required
  • Can be selected on any invoice

🔍 Module 3: Searching for Customers

How to Search

You can search by:

  • Name / Company Name / Phone Number
  • Address
  • Location Number

To Perform a Customer Search:

  1. Navigate to Call Handling in SuccessWare
  2. Click + New Phone Call in the upper left
  3. Choose your search method:
    • Name / Company / Phone
    • Address
    • Location #
  4. Enter your search criteria
  5. Press Enter to search
  6. Click on the customer name from the results

Search Tips: Start with address search for accuracy. Phone numbers can change, but addresses are more stable for residential customers.

Customer Information Screen

When you open a customer record, you'll see:

Main Tabs:

  • Profile - Customer and billing information
  • Equipment - All equipment at the location
  • Jobs - Open and closed jobs
  • Opportunities - Sales opportunities
  • Invoices - Billing history

Notes Section:

  • Location Notes - Important customer information (displays during calls)
  • Billing Account Notes - Payment-related information
  • Job Instructions - Specific to selected job

Notes Are Unlimited: Add new notes without deleting old ones. Include date and your initials for tracking.

➕ Module 4: Creating New Customers

Creating a New Service Location

If you can't find the customer in your search:

  1. Click + New Phone Call
  2. Search for the customer to confirm they don't exist
  3. Click + Create New when no address is found
  4. Fill in all required fields (marked with red asterisk *):
    • Customer name
    • Service address
    • City, State, Zip (auto-populates tax codes)
    • Phone number
    • Email address
  5. Click Create Customer
  6. Enter payment method from dropdown
  7. Enter payment information
  8. Click Save

Duplicate Prevention: SuccessWare automatically searches for matching records as you type. If a match is found, you'll be prompted to select the existing record.

Creating a New Billing Account

Required Fields:

  • Account Number (auto-filled, can be changed)
  • Name (Last Name, First Name, Title)
  • Address
  • Phone numbers
  • Email address

Important Optional Fields:

  • Company Name - If entered, displays on invoices instead of customer name
  • Payment Terms - Default is COD
  • Payment Method - Credit card or bank draft information
  • Credit Limit - Set customer credit limit
  • Tax ID# - For commercial accounts
  • Rating - Customer rating (displays during calls)
  • General Billing Account - Check if this is a general billing account

Contacts:

  • Service Contact - Person to contact for service questions
  • A/P Contact - Person to contact for payment questions

Credit Card Security: Card numbers are encrypted. Only the last 4 digits display in SuccessWare for security.

📞 Module 5: Taking Phone Calls

Types of Phone Calls

There are 4 types of calls you can record:

  1. Job Request ⭐ MOST COMMON

    • Creates a service job
    • Can be scheduled and assigned
    • Examples: Repair, installation, maintenance
    • Requires: Customer info + Job info

  2. Sales

    • Equipment quotes and estimates
    • Run by salesperson
    • Not a billable job
    • Provides customer with pricing

  3. Ticket (Concern)

    • Complaints or issues requiring follow-up
    • Tracked as "Unresolved Concern"
    • Must be marked "Resolved" when handled
    • Can be related to specific job/tech

  4. Other

    • Information requests
    • Scheduling availability questions
    • Price checks
    • No job created, minimal info required

Taking a Job Request Call

Step-by-Step Process:

  1. Open Call Handling screen
  2. Search for customer (or create new)
  3. Click Job Request button
  4. Enter call details and notes
  5. Select Lead Source (ask customer how they heard about you!)
  6. Check Make Primary Billing Location if applicable
  7. Select Job Class from dropdown (filters Job Types)
  8. Select Job Type from dropdown
  9. Enter Date and Time if scheduling now
  10. Choose Bill service location or Bill alternate account
  11. Select equipment from list OR click + Add Equipment
  12. Enter Equipment Age if customer knows
  13. Select applicable Warranties or Agreements
  14. Click one of the finish options:
    • Post - Save job
    • Post Pending - Save but needs more info
    • Schedule - Set date/time and assign tech
    • Save & Go to Dispatch - Go to dispatch board
    • Save & Close - Save to unscheduled drawer

Lead Source Matters! Always ask "How did you hear about us?" This tracks marketing effectiveness.

Understanding Jobs and Calls

What is a Job?

  • The work (service, install, sales, maintenance) performed at a service location
  • Defined by Job Class + Job/Call Type
  • When created, automatically generates:
    • An invoice
    • A call (appointment)

Job Class Examples:

  • Repair
  • Installation
  • Maintenance

Job/Call Type Defines:

  • Default Department (who performs it)
  • Expected Hours (dispatch board bar length)
  • Expected Number of Appointments needed

What is a Call?

  • An appointment to perform service
  • One-day events only
  • Contains 3 attributes:
    • Date
    • Time
    • Technician

Call Status:

  • Scheduled = Has date AND time
  • Unscheduled = Missing date OR time
  • Assigned = Given to a technician
  • Ready to Run = Scheduled + Assigned

Multiple Appointments: If a job takes multiple days, multiple calls are created automatically.

Creating a Callback Job

Use when you need to return to correct a problem from a previous job.

To Create a Callback:

  1. When booking the job, check the Call Back box
  2. Select the original job from the dropdown list
  3. Complete the job as normal

Callback Tracking: Callbacks create a relationship between jobs for tracking purposes. Do NOT reopen the original job.

Taking a Sales Call

Sales calls are for providing equipment quotes and estimates.

Key Differences:

  • Run by salesperson
  • Not a billable service call in SuccessWare
  • Customer receives quote/proposal
  • Can be converted to installation job if accepted

Taking a Ticket (Concern) Call

Use for complaints and issues requiring follow-up.

To Record a Concern:

  1. Open Call Handling screen
  2. Click Ticket button
  3. Select Ticket Type from dropdown
  4. Check the Concern checkbox
  5. Enter detailed notes in Description
  6. Enter customer information (if available)
  7. Click Create Ticket

Examples of Concerns:

  • Billing questions
  • Service complaints
  • Driver complaints
  • Quality issues

Unresolved Concerns: All concern calls create an "Unresolved Concern" until marked as "Resolved" in the system.

To Resolve a Concern:

  1. Go to Customer Service > Call Handling
  2. Click Ticket Record listing
  3. Filter for the concern
  4. Click on the ticket
  5. Click Edit Ticket
  6. Add resolution notes
  7. Click Save Ticket
  8. Change Ticket Status to Closed
  9. Click Save Ticket

Taking an "Other" Call

For information requests that don't require follow-up.

To Record an "Other" Call:

  1. Open Call Handling screen
  2. Click "Other" button
  3. Select Call Reason from dropdown
  4. Enter notes in Details
  5. Add customer info if available (optional)
  6. Click Save

📋 Module 6: Managing Customer Opportunities

Track future sales opportunities for follow-up.

To Add an Opportunity:

  1. From Call Details form, click Sales button
  2. Under Sales Call section, choose Sales Opportunity
  3. Select:
    • Opportunity Code
    • Opportunity Type
    • Department
  4. Assign employee who identified the opportunity
  5. Click Create Opportunity

Follow-Up System: Opportunities can be converted to mailing lists for targeted marketing campaigns.

📝 Module 7: Call Taking Scripts

Using Scripts During Calls

When taking a call, scripts display in the right half of the window as a guide.

Script Types Available:

  • Job Request scripts
  • Sales scripts (Agreement Estimates, Equipment Estimates)
  • Ticket scripts
  • Other call scripts

Editing Call Taking Scripts

To Edit Scripts:

  1. From Main Menu, select Setup
  2. Click Script Management
  3. Select call type (Job Request, Sales, Ticket, etc.)
  4. Click + New Script to create OR Edit to modify
  5. Make your changes
  6. Rename script if desired
  7. Click Save Changes

System-Wide Changes: Script edits affect all users. Changes are made at the database level.

📞 Module 8: Contact History & Call Review

Viewing Phone Call History

Access all recorded phone calls:

  1. Select Call Handling from Customer Service module
  2. View calls on Contact History page

Sort and Filter By:

  • Customer Name
  • Date of Call
  • Type of Call
  • Call Taker
  • Call Status

Tips:

  • Click column headers to sort ascending/descending
  • Use filter icon to search within columns
  • Review call details by clicking on the call

🎯 Common Call Center Scenarios

Scenario 1: Emergency HVAC Repair Call

Customer: "My AC just stopped working and it's 95 degrees outside!"

Your Response:

  1. Search customer by address or phone
  2. Pull up customer record
  3. Review location notes for any special instructions
  4. Click + New Phone Call
  5. Select Job Request
  6. Select Job Class: Repair
  7. Select Job Type: AC Repair
  8. Ask lead source: "How did you hear about us?"
  9. Select equipment from list (if on file)
  10. Ask equipment age
  11. Check for active warranties or agreements
  12. Schedule for same-day emergency slot
  13. Assign available technician
  14. Click Schedule to finalize

Emergency Calls: Check dispatch board for earliest available tech. Communicate realistic timeframes to customer.

Scenario 2: New Customer Equipment Installation

Customer: "I need a quote on a new AC unit installation."

Your Response:

  1. Search to confirm customer doesn't exist
  2. Click + Create New
  3. Enter all customer information
  4. Select payment method
  5. Click Job Request
  6. Select Job Class: Installation
  7. Select Job Type: AC Install
  8. Ask lead source
  9. Schedule sales consultation
  10. Assign salesperson (not technician)
  11. Add notes about equipment preferences
  12. Click Save & Go to Dispatch

Scenario 3: Billing Question

Customer: "I have a question about my invoice."

Your Response:

  1. Search customer
  2. Click Ticket button
  3. Select Ticket Type: Billing Question
  4. Check Concern if complaint
  5. Enter detailed notes about their question
  6. Create ticket
  7. Alert accounts receivable team
  8. Follow up to mark as resolved once handled

Scenario 4: Existing Customer Callback

Customer: "The technician was here yesterday but the problem is still happening."

Your Response:

  1. Search customer
  2. Review recent job history
  3. Click Job Request
  4. Check Call Back box
  5. Select the original job from dropdown
  6. Enter callback details
  7. Schedule priority appointment
  8. Assign same technician if possible
  9. Add notes explaining the callback reason
  10. Click Schedule

✅ Best Practices for Call Center Excellence

During Every Call:

✅ Always greet professionally - Use customer name once you pull up their record

✅ Review location notes - Check for special instructions, discounts, or concerns

✅ Ask lead source - Track how customers find you

✅ Be specific with details - Clear job instructions prevent confusion

✅ Confirm contact information - Update phone, email if changed

✅ Set realistic expectations - Communicate accurate arrival times

✅ Offer membership - Present Comfort Club benefits when applicable

✅ Add equipment to system - Capture equipment age, model if possible

✅ Document everything - Detailed notes help technicians and future calls

✅ Schedule when possible - Don't leave jobs unscheduled unless necessary

Data Entry Tips:

  • Use Tab key to move between fields quickly
  • Zip code auto-populates city, state, tax codes
  • Phone numbers auto-format (just type numbers)
  • Required fields have red asterisk (*)
  • Save regularly to prevent data loss

Professional Communication:

"Thank you for calling [Company Name], this is [Your Name]. How can I help you today?"

"I've pulled up your account. I see your last service was [date] for [service type]. How can we help you today?"

"Let me get you scheduled with one of our technicians. Would [date/time] work for you?"

"I've scheduled [Tech Name] to arrive [date] between [time window]. You'll receive a confirmation email shortly."

🚨 Common Mistakes to Avoid

❌ Not searching thoroughly - Always search multiple ways before creating new customer

❌ Skipping lead source - This tracks marketing ROI

❌ Incomplete customer information - Get email, cell phone, alternate contact

❌ Vague job instructions - Be specific about customer concerns

❌ Not checking equipment list - Add new equipment to system

❌ Forgetting warranties/agreements - Check for active memberships

❌ Leaving jobs unscheduled - Schedule or send to dispatch immediately

❌ Not adding notes - Document special requests, concerns, promises

❌ Creating duplicate records - Review search results carefully

❌ Incorrect billing account - Verify who pays (owner vs. tenant)

📊 Quick Reference: Call Types

Call Type Creates Job? Requires Customer Info? When to Use
Job Request ✅ Yes ✅ Yes Repairs, installations, maintenance
Sales ✅ Yes (non-billable) ✅ Yes Equipment quotes and estimates
Ticket ❌ No Optional Complaints, concerns requiring follow-up
Other ❌ No Optional Info requests, price checks

🔑 Keyboard Shortcuts & Tips

Navigation:

  • Tab - Move to next field
  • Shift + Tab - Move to previous field
  • Enter - Perform search or submit
  • Esc - Close popup windows

Speed Tips:

  • Create desktop shortcut to SuccessWare login page
  • Bookmark frequently used pages
  • Use dual monitors (customer info + dispatch board)
  • Keep notepad for complex multi-job scenarios

📖 Additional Training Resources

Want More Training? SuccessWare offers a comprehensive Learning Management System (LMS) with interactive courses.

To Access SuccessWare LMS:

Visit: https://successwaretraining.com/myinfo/

Contact: training@successware.com for a free account

Available Courses:

  • SuccessWare 101 (Fundamentals)
  • Advanced Call Handling
  • Dispatch Management
  • Invoicing and Billing
  • Reporting and Analytics

🆘 Need Help?

SuccessWare Support:

Internal Support:

  • Contact your supervisor for company-specific procedures
  • Review company handbook for policies
  • Attend team training sessions
  • Shadow experienced call takers

✨ Mastery Checklist

Track your progress in learning SuccessWare:

  • Can log in and navigate main menu
  • Can search for customers multiple ways
  • Understand service location vs. billing account
  • Can create new customers completely
  • Can take Job Request calls confidently
  • Can create and schedule jobs
  • Know when to create Sales vs. Service calls
  • Can record Ticket/Concern calls
  • Can add customer opportunities
  • Understand callback procedures
  • Can use call taking scripts
  • Can review contact history
  • Know how to resolve concern tickets
  • Follow all best practices consistently
  • Can handle complex scenarios independently

🎯 Module 9: Customer Manager - Complete Guide

Accessing the Customer Manager

The Customer Manager is your central hub for searching, creating, and managing customer accounts.

To Access Customer Manager:

  1. Click the Main Menu (☰) in the upper left
  2. Select Customer Service
  3. Click Customer Manager

Customer Manager Menu

Searching for Customers

When you first land on the Customer Manager page, you have two main options:

  • Search for an existing customer
  • Create a new customer account

Search Methods Available:

  • Name/Company Name
  • Address
  • Phone Number
  • Email
  • Billing Account ID
  • Location #
  • Lot ID

Customer Manager Search

To Search:

  1. Use the dropdown to select your search criteria
  2. Type in your search term
  3. View search results below
  4. Click on a customer to see their full details
  5. If no results, click + Create New Customer in top right

Creating a New Customer

To Create a New Customer:

  1. Click + Create New Customer button
  2. Fill out all required fields (marked with red asterisk *)
  3. Enter customer information:
    • First Name
    • Last Name
    • Service Address
    • City, State, Zip
    • Phone Number
    • Email Address
  4. Click Create Customer button in bottom right
  5. A green banner confirms successful creation

Create New Customer Form

Customer Information Screen

When you click on a customer from search results, you'll see their complete information screen.

Customer Information Overview

Top Right Corner Shows:

  • Customer Balance
  • Payment History
  • Upcoming Scheduled Jobs

Bottom Tabs Include:

Profile Tab

  • Basic customer information
  • Name, phone, email, addresses
  • Service location details
  • Billing account information
  • Use Edit buttons to modify information

Jobs Tab

  • List of all previous jobs for this customer
  • + Create New Job button to book new service
  • View job details by clicking on any job

Jobs Tab

Agreement Tab

  • Shows all customer agreements
  • + Create New Customer Agreement button
  • Click ellipsis (...) next to agreement for options:
    • View agreement
    • Renew agreement
    • Create periodic invoice
    • Terminate agreement
  • Expand agreements to see visits (completed or unscheduled)
  • Options: Create job, Mark complete, Cancel visit

Agreements Tab

Invoices Tab

  • Search all customer invoices
  • + Create New Counter Sale Invoice button
  • View invoice history
  • Access Invoice Manager for counter sales

Tickets Tab

  • View all tickets (calls without jobs)
  • Complaints, follow-ups, non-service calls
  • + Create New Ticket button
  • Links to Call Handling screen

Equipment Tab

  • List of all equipment at customer location
  • + Add New Equipment button
  • Opens slide-out form for equipment details:
    • Equipment type
    • Brand/Model
    • Serial number
    • Installation date
    • Warranty information

Equipment Tab

Happy Check Tab

  • Shows follow-up calls made to customers
  • Customer satisfaction surveys
  • Post-service check-ins

Opportunities Tab

  • Future work possibilities
  • Ideas for additional services
  • Sales opportunities identified by technicians
  • Follow-up tracking

Customer Manager Power User: Use Customer Manager when you need full customer details. Use Call Handling when taking phones calls for faster access.

🚚 Module 10: Dispatch Board - Complete Guide

What is Dispatch?

The Dispatch board is the electronic version of your dispatch board. It's your command center for tracking and maintaining all service calls, assignments, and schedules.

To Access Dispatch:

  1. Click Main Menu (☰)
  2. Select Customer Service
  3. Click Dispatch

Dispatch Menu Access

Dispatch Board Views

Dispatch allows you to view your schedule in 3 different ways:

1. Day View

Shows a single day with time slots and assigned technicians.

Day View

  • Vertical timeline (hourly slots)
  • Each technician has a column
  • Jobs appear as colored blocks
  • Duration shown by block length

2. Week View

Shows a full week calendar for planning ahead.

Week View

  • 7-day calendar view
  • See availability across the week
  • Plan multi-day jobs
  • Balance workload across technicians

3. Assignment View

Shows dispatch as series of one-week calendars with jobs displayed vertically.

Assignment View

  • Grouped by technician
  • Best for seeing individual tech schedules
  • Vertical job display per day
  • Easy to spot availability

To Change Views:

Click the view dropdown menu at the top of the dispatch board and select your preferred view.

Dispatch Features

Four Side Drawers:

The left side of Dispatch contains 4 important lists:

  1. Unscheduled - Jobs without a date/time
  2. Unassigned - Jobs with date but no technician
  3. To Be Closed - Completed jobs needing closure
  4. To Be Reviewed - Jobs requiring manager review

Dispatch Drawers

Click any drawer to slide it out and see the jobs inside.

Technician Display

The dispatch board shows all available technicians who can be assigned jobs.

To display in Dispatch, employees must:

  • Be listed in Employee Setup Form
  • Have Employee Type: Installer, Sales/Tech, or Technician
  • Have at least one skill in Qualifications and Skills section

Technician Details:

Click the ellipsis (...) to the left of any technician's name to view:

  • Tech Details option
  • Skills and qualifications
  • Work history
  • Performance metrics

Tech Details

Tech Details Screen

Details Information Panel

When you select a job on the dispatch board, the Details subtab displays:

  • Customer information
  • Job details
  • Service location
  • Contact information
  • Job instructions

Details Panel

Filtering Dispatch

Control which information displays on your dispatch board.

Filter Options:

  • Which employees to display
  • Types of calls to show
  • Calls in specific zones
  • Scheduled vs. unscheduled calls

To Filter Technicians:

  1. Click Filter & Edit View option
  2. Select Filter Technicians tab
  3. Check the items you want to display
  4. Click Apply Filters

Filter Technicians

Edit Default View

Customize your dispatch board default settings.

To Edit Default View:

  1. Click Filter & Edit View
  2. Select Edit Default View

Edit Default View

  1. Configure settings:
    • Refresh Timer - How often board updates
    • View Type - Day, Week, or Assignment
    • Timeframe - Date range to display
    • Group By - Department or Employee Type
    • Assignment Info - Customer name, address, zip, subdivision
  2. Click Save Settings

Zones and Color Coding

Jobs on the dispatch board show colored zones indicating location.

Zones Display

To Manage Zones:

  1. Navigate to Main Menu > Setup > Reference Library
  2. Select Customer Service section
  3. Click Zones

Zones Management

  1. Click pen icon to edit Zone Descriptions and colors
  2. Click + Add Zone to create new zones
  3. Save changes

Zone Benefits: Color-coded zones help technicians plan routes and minimize drive time between jobs.

Job Status Filters

Filter jobs within each of the four drawers on the left side.

To Filter Drawer Contents:

  1. Click any slide-out drawer (Unscheduled, Unassigned, To Be Closed, To Be Reviewed)
  2. Click Filter option within the drawer
  3. Select filter criteria
  4. View filtered results

Drawer Filters

Sort Options:

  • Latest Assignment
  • Priority Jobs

Sort Options

Agreement Visits in Dispatch

To View Unscheduled Agreement Visits:

  1. Open Unscheduled drawer
  2. Click three vertical dots (⋮) in upper left
  3. Select Agreement Visits

Agreement Visits

Filter Agreement Visits:

  • Due date time period
  • Agreement types
  • Customer priorities

Agreement Visit Filters

Managing Technicians in Dispatch

To Add or Remove Technicians:

  1. Click Main Menu (☰) button
  2. Under Setup, go to Employee Management
  3. Select desired employee
  4. Click Edit
  5. Check or uncheck Active checkbox
  6. Click Save

Employee Management

Live Map - Track Technicians

SuccessWare Platform interfaces with Google Maps® to track technician locations in real-time.

To Use Live Map:

  1. Click Live Map button on Dispatch board
  2. Search by Employee, Technician, or Job No.

Live Map Button

Requirements for Live Tracking:

  1. Geolocation Accessibility toggle ON in Mobile Admin page

Geolocation Settings

  1. User Permission "Dispatch/Close (Call Progress)" assigned to mobile users

User Permissions

  1. Device Permissions - Location and Motion & Fitness enabled on tech devices

Live Map Update Frequency: Once dispatched, the live map updates after every 0.5 miles moved by the technician.

Scheduling and Assigning Jobs

Jobs must be both scheduled (given date/time) AND assigned (given to tech) to be completed.

Three Options:

  1. Schedule a job, but not assign it
  2. Assign a job, but not schedule it
  3. Schedule AND assign a job (complete)

Scheduling from Dispatch:

Use drag and drop method:

  1. Find job in left-side drawer (Unscheduled or Unassigned)
  2. Click and hold the job card
  3. Drag to desired time slot on a technician's column
  4. Release to drop
  5. Job is now scheduled and assigned in one action!

Drag & Drop Power: This is the fastest way to schedule and assign jobs. Practice makes perfect!

Comm Center

The Comm Center helps manage customer communications related to jobs.

Features:

  • Send appointment confirmations
  • Send tech en-route notifications
  • Track communication history
  • Automated message templates

Tracking Call Progress

Monitor job status throughout the day from the dispatch board.

Job Status Indicators:

  • Unscheduled - No date or time set
  • Scheduled - Has date and time
  • Assigned - Given to technician
  • Dispatched - Tech notified and en route
  • In Progress - Tech on site working
  • Completed - Work finished, awaiting closure
  • Closed - Job fully complete in system

Status Colors:
Each status has a different color on the dispatch board for quick visual reference.

Job Permits

Track required permits for jobs directly in Dispatch.

Permit Tracking:

  • View permit status
  • See pending permits
  • Track permit expiration
  • Associate permits with specific jobs

📋 Module 11: Job Manager - Complete Guide

What is Job Manager?

Job Manager displays a comprehensive list of all jobs in your system. Each row shows critical job information at a glance.

Job Information Displayed:

  • Job Number
  • Date
  • Status
  • Customer Name
  • Phone Number
  • Job Class
  • Job Type
  • Priority indicator

To Access Job Manager:

  1. Click Main Menu (☰)
  2. Select Customer Service
  3. Click Job Manager

Job Manager Menu

Quick Access to Dispatch

Navigate to Dispatch Board:

Click the Dispatch Board button in the top left corner of Job Manager.

Dispatch Board Button

Sort and Filter Jobs

Sorting:

  • Click any column header to sort by that field
  • Click again to reverse sort order (ascending/descending)

Filtering:

  1. Click Filter link at top of page
  2. Select filter criteria:
    • Priority level
    • Date range
    • Job progress
    • Customer name
    • Job type
    • Status
  3. Click Apply to see filtered results

Job Manager Filter

Accessing the Job Drawer

To View Job Details:

  1. Find the job in the list
  2. Click anywhere on the job row

Job Row Selection

  1. Job Details screen slides out from the right

Job Details Screen

Same View as Dispatch: The Job Details drawer in Job Manager is identical to the one in Dispatch for consistency.

Job Details Screen

The Job Details screen is divided into multiple tabs:

Details Tab

Complete job overview including:

  • Basic job information
  • Service location details
  • Assignment information
  • Call details
  • Equipment information
  • Photos and videos associated with the job

Details Tab

Job Info/Notes Tab

All notes and documentation related to the job.

Job Info/Notes Tab

Note Fields:

Field Description
Work Request Job instructions entered when job was created. Editable from Job Summary screen.
Work Done Describes work performed during the job. Entered by technician.
Work Suggested Work technician recommended but customer declined.

Invoices Tab

Financial information about the job and payment details.

Invoices Tab

Invoice Fields:

Field Description
Invoice Number System-generated but can be changed
Invoice Status Current invoice status
Invoice Total Dollar amount of invoice
Agreement Visit Value Value of agreement visit (even if no charge)
Override Change Agreement Visit Value amount
Service Charged to Agreement Work charged to agreement (not on invoice)
Service Charged to Warranty Work charged to warranty (not on invoice)
Value of Agreements Sold and Billed Agreement sales with deferred revenue
Total Job Value Calculated total: Invoice + Agreement Visit + Agreement Charge + Warranty Charge - Agreement Sold
Money Task Count Number of repairs beyond diagnostic
Add On Count Repairs/items sold beyond original reason
Add On Amount Value of add-ons sold
Billable Hours Hours associated with job
Amount Collected Amount collected by technician
Payment Information Payment method used
No Charge Mark if diagnostic was performed
Warranty Call Mark if warranty call
Contract Maintenance Preventative maintenance agreement work
Non-Contract Maintenance Maintenance without agreement

Opportunities Tab

Track sales opportunities identified during the job.

Opportunities Tab

Opportunity Fields:

Field Description
Agreement Opportunity Selected if customer lacks agreement
Agreement Sold Agreement was sold with job
Included with Install Agreement included with installation
Replacement Opportunity Customer qualifies for equipment replacement
Replacement Sold (Amount) Replacement sold and amount
Extended Warranty Opportunity Customer qualifies for extended warranty
Extended Warranty Sold (Years, Amount) Extended warranty sold details
Opportunity Generated Opportunity has been identified
Lead Job Required Sales opportunity requires follow-up
Opportunity Code Type of opportunity
Follow Up Date Date to follow up
Notified Customer expecting contact

Tech Credit Tab

Give technicians credit for opportunities identified and results.

Tech Credit Tab

  • Track tech performance
  • Assign credit for sales
  • Monitor opportunity conversion

Happy Check Tab

Record follow-up calls to customers and satisfaction ratings.

Happy Check Tab

Happy Check Fields:

Field Description
Customer Satisfaction Rating Notes or ratings from customer
Happy Check Notes Comments from happy check call

Job Details Options

Additional Actions:

Click the ellipsis (⋯) in the top right corner of Job Details for more options:

  • Edit job information
  • Reschedule job
  • Cancel job
  • Create follow-up job
  • View full history
  • Print job ticket

Job Manager vs Dispatch: Use Job Manager when you need to search ALL jobs. Use Dispatch when focusing on today's schedule and assignments.

Last Updated: November 23, 2025
Source: SuccessWare Platform Official Documentation

Remember: Practice makes perfect! The more calls you take, the more natural SuccessWare becomes. Don't hesitate to ask questions and reference this guide whenever needed.

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