Work orders are moved into Follow Up by technicians when a repair cannot be fully completed. This video walks through what actions a Dispatcher can take to ensure the Follow Up work orders can be Completed.
First, let's establish what a follow-up work order is: This is the status a work order is automatically updated to when the initial service visit cannot fully complete the repair, usually because specialized parts or a formal quote are required. Follow-Up work orders are also generated automatically if a technician indicates on an Install or PM work order that a unit requires additional repairs.
This is how your technician indicates on the work order that a follow-up is needed.
Once your technician completes a work order indicating a follow up is needed, you will receive a notification. Upon opening the Monaire dashboard you will see this work order listed on the Follow Up Repairs tab, under "incoming requests". Locate and click on the relevant work order number from the list of follow-up requests. To understand the details of this follow up, reference the completion notes from your technician.
Once you're able to send your technician back to repair the unit or you have the repair quote ready to send to the customer, press the green follow up button. Here is where you will enter the details.
If the follow up requires a quote be approved by the customer, enter the quote amount, a brief note describing the repair, a PDF of the quote, and the lead time in business days. This lead time will determine the earliest due date the customer will be able to select if they approve this repair. Then you press Update and Send. All sent quotes will now appear on the Follow Up Repairs tab, under "sent requests."
As soon as the customer approves this quote, the work order status will change from Follow Up to Re-Opened and appear in your Work Orders tab under Requests.
Please note that not all follow up repairs require a quote be approved by the customer. In some cases, your technician may have to return with a different part and the follow up visit may still fall within the initial NTE. In these cases, instead of adding a dollar amount when submitting the Follow-Up, you will check the box that says "check here, if not applicable." When you press "update and send" the work order status will immediately change from Follow Up to Re-Opened and appear in your Work Orders tab under Requests.