How to use Service Fusion

COMPREHENSIVE MANAGER'S GUIDE TO USING SERVICE FUSION

This guide provides managers with a detailed walkthrough of Service Fusion, focusing on features relevant to overseeing teams, streamlining operations, and analyzing performance. From onboarding to managing jobs, customers, and generating reports, this manual ensures you're equipped to make the most of Service Fusion's capabilities.

I. INTRODUCTION

As a manager, your role in Service Fusion involves ensuring smooth coordination between your team, customers, and the office. You’ll oversee job assignments, approve estimates and invoices, and analyze reports to optimize performance.

This section covers the foundational setup process for Service Fusion. Managers must ensure that the account is configured correctly to optimize workflow and establish a seamless operational experience.

Setting Up Your Account

Login to Service Fusion:

a. Open a web browser and navigate to Service Fusion Login Page.
b. Enter your Username and Password.
c. Click Login to access the dashboard.
d. If it’s your first time logging in, the system may prompt you to reset your password or verify your email.

Complete Your User Profile:

a. Navigate to Admin Panel > My Profile.

b. Update the following fields: Name: Ensure your full name is accurate for team communications. Email Address: This email will be used for system notifications and reports.Phone Number: Add a direct contact number for accessibility.

c. Upload a Profile Picture (optional) for easy identification within the platform.

d. Click Save Changes.

Enable Two-Factor Authentication (Optional):

a. Navigate to Settings > Security Settings.

b. Enable two-factor authentication to enhance account security.

c. Follow the steps to link your account to an authentication app (e.g., Google Authenticator).

Configure Notification Preferences:

a. Go to Settings > Notifications.

b. Select the type of alerts you want to receive: Job Assignments, Customer Payments, Technician Status Updates

c. Choose your preferred method of delivery (email, SMS, or in-app notifications).

II. NAVIGATING THE DASHBOARD

The Dashboard is the central hub for managing your company’s operations. It provides real-time visibility into jobs, schedules, team activity, and more.

Dashboard Layout:

The dashboard is divided into panels that display critical information at a glance:

a. Active Jobs: Shows all jobs currently in progress.

b. Pending Approvals: Highlights estimates, invoices, or payments awaiting approval.

c. Recent Notifications: Displays alerts about job updates, customer inquiries, or technician activity.

d. Team Overview: Tracks the availability of technicians, their current location (via GPS), and assigned jobs.

Quick Action Menu:

Located at the top of the dashboard, the Quick Action Menu allows you to:

a. Create a New Job.

b. Add a New Customer.

c. Generate a New Invoice.

d. Schedule a Follow-Up Appointment.

Search Bar:

Use the search bar at the top to quickly find jobs, customers, or invoices by entering keywords, phone numbers, or job IDs.

Job Status Indicators:

Understand the color-coded status of jobs:

a. Green: Completed.

b. Yellow: Scheduled but not started.

c. Red: Pending action or overdue.

IIІ. COMPANY SETTINGS CONFIGURATION

Access Company Settings:

Navigate to Admin Panel > Company Settings.

Update Business Information:

a. Company Name: Ensure your legal or trading name is displayed correctly.

b. Address: Enter your primary business address, which will appear on invoices and estimates.

c. Contact Information: Provide the main phone number and email address for customer inquiries.

Upload Your Company Logo:

a. Click Upload Logo to add a high-resolution image of your business logo.

b. This logo will appear on all customer-facing documents (invoices, estimates, etc.).

Set Business Hours:

a. Define your standard operating hours by navigating to Settings > Business Hours.

b. Specify days of operation (e.g., Monday–Friday) and working hours.

c. Adjust these for holidays or special events as needed.

Configure Tax Settings:

a. Go to Settings > Taxes and Fees.

b. Add applicable tax rates based on your region (e.g., VAT, GST, or local sales tax).

c. Assign tax rates to specific services or items.

Enable Default Payment Options:

a. Navigate to Payments > Payment Settings.

b. Link your preferred payment processor (e.g., Stripe, Square).

c. Enable payment methods such as Credit Card, Cash, and Check.

IV. SETTING UP PERMISSIONS FOR MANAGERS

Access User Permissions:

Go to Admin Panel > Roles and Permissions.

Create a Manager Role:

a. Click Add Role.

b. Name the role “Manager” and assign the following permissions:

View and Edit Jobs

Access Reports

Manage Users

Approve Invoices and Payments

Access Customer Records.

c. Save the role for future use.

Assign Roles to Users:

a. Navigate to Users and select a user profile.

b. Assign the newly created Manager role.

V. TESTING YOUR CONFIGURATION

Verify Functionalities:

a. Test creating a job to ensure workflows are operational.

b. Assign a test job to a technician and monitor updates.

c. Generate a test invoice to confirm templates and tax rates are configured properly.

Check Notifications:

Send a test notification to verify email or SMS delivery for job updates.

VI. ADDING AND MANAGING USERS

Access the Users Section

a. Open the Admin Panel from the main menu.
b. Select Users from the dropdown options.

Add a New User

a. Click the Add User button located in the upper right corner of the Users page
b. Fill in the required fields:
Full Name: Enter the user’s first and last name.
Email Address: Input their email, which will serve as their login credential.
Phone Number: Include their contact number for notifications.
c. Create a temporary password for the user (they can change this after their first login).

Assign a Role to the User

a. Select the appropriate Role from the dropdown menu (e.g., Technician, Dispatcher, Manager).
b. Ensure the role aligns with their responsibilities (you can customize permissions in section 3.2).
c. Save the user’s details by clicking Save User.

VII. ASSIGNING ROLES AND PERMISSIONS

Navigate to Roles and Permissions

a. Open the Admin Panel and click Roles and Permissions.
b. View existing roles or choose Add Role to create a new one.

Set Permissions for Each Role

a. Click on the role you want to edit or configure.
b. Use the permission checkboxes to determine what features the role can access:
Job Management: View, edit, or delete jobs.
Reports: Access or generate reports.
Customer Records: View or edit customer information.
c. Adjust permissions as necessary for specific business needs.

Save and Assign Roles

a. After finalizing permissions, click Save Role to confirm.
b. Assign the role to users by editing their profiles in the Users section.
c. Ensure every user has an appropriate role before they begin using the system.

VIII. MANAGING ACTIVE AND INACTIVE USERS

View All Users

a. Navigate to Admin Panel > Users.
b. Review the list of active and inactive users displayed on the page.

Edit Existing User Profiles

a. Click on the user’s name to access their profile.
b. Update their contact details, role, or other account settings.
c. Adjust their notification preferences if necessary.

Deactivate or Reactivate Users

a. To deactivate a user, toggle the Active/Inactive switch in their profile.
b. Deactivated users retain their historical data but lose login access.
c. To reactivate a user, toggle the switch back to Active and verify their credentials.

IX. MONITORING USER ACTIVITY

Access the User Activity Report

a. Go to the Reports section from the main menu.
b. Select the User Activity Report to view logs of user actions.
c. Filter Activity Data

Apply filters to narrow the report by:

a. Date Range: Select specific days or weeks.

b. User: Focus on a single team member’s actions.

c. Action Type: Choose actions like job updates, invoice approvals, or customer edits.

Use these filters to identify trends or troubleshoot errors.

Export the Report

a. If you need to share or analyze the data, click Export.
b. Save the report as a PDF or CSV file for further review.
c. Share the report with stakeholders or archive it for records.

X. COMMUNICATING WITH TEAM MEMBERS

Use the Messaging Feature

a. Navigate to the Messages section from the main menu.
b. Choose whether to message an individual user or a group of users.

Compose and Send Messages

a. Write your message in the provided text box.
b. Attach files, images, or job-related details if needed.
c. Click Send to notify the recipient(s) immediately.

Monitor Responses

a. Open the Messages tab regularly to review replies.
b. Follow up with users to ensure instructions or updates are clear.
c. Archive old messages to keep your inbox organized.

XI. JOB MANAGEMENT

Effective job management is the core of Service Fusion’s capabilities. Managers oversee job creation, assignment, tracking, and completion to ensure efficiency and customer satisfaction. Below is a comprehensive guide to handling all job-related tasks.

XII. CREATING A NEW JOB

Access the Job Creation Page

a. Navigate to the Jobs menu in the dashboard.
b. Click on Add Job or New Job in the top-right corner.

Input Customer Details

a. Choose an existing customer by typing their name or phone number in the search bar.
b. If the customer doesn’t exist, click Add New Customer to create their profile:

Enter their name, contact information, and address.

Save the customer profile before proceeding.

Fill in Job Details

a. Add a Job Title to describe the task (e.g., HVAC Repair, Electrical Installation).
b. Choose a Service Category (if applicable) for better organization.
c. Provide a detailed Job Description to inform technicians about the task requirements.

Set the Job Location

a. Confirm the customer’s address or input a new location for the job.
b. Use the integrated map to verify the address and ensure accurate routing.

Specify the Job Date and Time

a. Select the preferred date and time for the job from the scheduling dropdowns.
b. Indicate whether the job has a flexible schedule or is time-sensitive.

Save and Review

a. Click Save Job to create the job.
b. Review the job summary to ensure all details are correct before assigning it.

XIII. ASSIGNING JOBS TO TECHNICIANS

Access the Job Assignment Panel

a. Open the job from the Active Jobs list.
b. Click Assign Technician to view the list of available team members.

Select a Technician

a. Use filters to sort technicians by availability, proximity, or skillset.
b. Click on the technician’s name to assign them to the job.

Notify the Technician

a. The system will automatically notify the assigned technician via the mobile app or email.
b. Confirm that the technician has acknowledged the assignment by checking their status.

XIV. TRACKING ACTIVE JOBS

Monitor Jobs in the Dashboard

a. Go to the Jobs section of the dashboard to view all active jobs.
b. Use filters to sort jobs by status (e.g., Scheduled, In Progress, Completed).

View Job Details

a. Click on any job to open its details page.
b. Review updates, technician notes, or photos attached to the job.

Update Job Status

a. Change the job status as it progresses:

Scheduled: When it’s assigned and waiting to begin.

In Progress: When the technician starts work.

Completed: When the job is finished and reviewed.

b. Add notes for any delays or issues encountered during the job.

XV. COMPLETING AND CLOSING JOBS

Review Job Completion Details

a. Once the technician marks the job as complete, review their notes and uploaded files (e.g., photos, documents).
b. Verify that all tasks were completed to the customer’s satisfaction.

Collect Customer Sign-Off

a. Send the job summary to the customer via email or SMS for final approval.
b. Use the Customer Portal or technician’s mobile device to capture a digital signature.

Generate and Send Invoice

a. From the job page, click Create Invoice to generate the bill.
b. Review the charges for labor, parts, and any additional fees.
c. Email the invoice to the customer or provide a printed copy if requested.

Close the Job

a. Change the job status to Completed in the system.
b. Archive the job to maintain an organized database.

XVI. HANDLING FOLLOW-UPS AND RECURRING JOBS

Schedule Follow-Ups

a. If additional work is needed, open the completed job and click Schedule Follow-Up.
b. Add the required details, including date, time, and technician assignment.

Set Up Recurring Jobs

a. For maintenance contracts or regular services, go to Jobs > Recurring Jobs.
b. Create a new recurring job with the following details:
Frequency (e.g., weekly, monthly, annually).
Assigned technician or team.
c. Save the recurring job, and the system will automatically generate it as per the schedule.

Track Follow-Up and Recurring Jobs

a. Use the Recurring Jobs and Follow-Ups tabs to view scheduled tasks.
b. Monitor their progress like standard jobs to ensure timely completion.

XVII. MANAGING JOB REPORTS

Access Job Reports

a. Navigate to the Reports section from the main menu.
b. Select Job Performance Report to view completed jobs, technician efficiency, and customer feedback.

Filter and Analyze Data

a. Use filters to sort reports by date range, technician, or job category.
b. Identify trends, such as recurring delays or high-performing team members.

Export and Share Reports

a. Export the report as a PDF or CSV for internal analysis.
b. Share the data with stakeholders to support decision-making and strategy development.

This extended structure of Job Management ensures managers have a complete understanding of how to create, track, and close jobs effectively while maintaining high operational standards. Let me know if you’d like additional details on any specific step.

XVIII. INVOICING AND PAYMENTS

Managing invoicing and payments efficiently is essential to maintaining cash flow and financial accuracy in your business. Service Fusion offers tools for generating invoices, tracking payments, and managing billing cycles, all within the same platform. Below is an extended guide to handling invoicing and payments effectively.

Access the Job Page for Invoicing

a. Navigate to the Jobs section and find the job you wish to invoice.
b. Click on the job to open its details page.

Generate an Invoice

a. In the job details, locate the Create Invoice button and click it.
b. The system will automatically pull in all relevant details from the job, such as labor charges, materials used, and any other fees associated with the job.

Review and Adjust Invoice Details

a. Review the pre-filled fields for accuracy.
b. If necessary, manually adjust any pricing or add new items to the invoice.
Labor Charges: Verify technician hours and hourly rate.
Materials: Ensure all parts or materials used are correctly listed.
Additional Fees: Add any extra charges, such as travel fees, taxes, or service fees.
c. If the customer is entitled to a discount, apply it in the Discount section.

Finalize the Invoice

a. Once all details are accurate, click Generate Invoice to create the final document.
b. The invoice will now appear in the Invoices section for further action.

XIX. SENDING AN INVOICE TO THE CUSTOMER

Preview the Invoice

a. Navigate to the Invoices section from the main menu.
b. Find the invoice you’ve just created and click on it to view the details.
c. Review the invoice to ensure it matches the agreed charges with the customer.

Email the Invoice

a. Click on the Email Invoice button.
b. Service Fusion will automatically generate an email with the invoice attached as a PDF.
c. Customize the email message if needed, such as adding a personalized note or instructions for payment.
d. Click Send to email the invoice to the customer’s email address.

Print or Mail the Invoice

a. If the customer prefers a paper invoice, click the Print button to generate a hard copy.

b. You can print the invoice for in-person delivery or mail it to the customer.

XX. TRACKING PAYMENTS

Open the Invoice to Track Payment Status

a. Go to the Invoices section in the main menu.
b. Find the invoice for which you want to track the payment and click on it.

Update Payment Status

a. Once a payment is received, click on the Add Payment button.
b. Enter the payment amount and select the payment method (e.g., Credit Card, Check, Cash, Bank Transfer).
c. Add any relevant transaction details, such as payment reference number or date of payment.
d. If applicable, apply the payment to multiple invoices by selecting them from the payment window.

Mark Invoice as Paid

a. After the payment is recorded, click the Mark as Paid button.
b. The system will update the status of the invoice to Paid and show the balance as $0.00.
c. The payment will be reflected in both the customer’s record and your financial reports.

Partial Payments

a. If the customer only makes a partial payment, the system will automatically track the remaining balance.
b. You can log subsequent payments by repeating the Add Payment process until the full amount is paid.

XXI. MANAGING PAYMENT METHODS

Add Payment Methods for a Customer

a. Open the Customers section and select the customer whose payment methods you want to manage.
b. Go to the Payment Methods tab in their profile.
c. Click Add Payment Method to input their preferred method (e.g., Credit Card, Bank Account).
d. Save the details for easy future use when processing payments.

Set Default Payment Method

a. If the customer frequently uses a specific payment method, mark it as the Default by selecting the option in the customer profile.
b. This will auto-fill payment details during future invoicing, streamlining the payment process.

XXII. MANAGING RECURRING BILLING

Set Up Recurring Jobs and Billing

a. Navigate to the Jobs section and click on Recurring Jobs.
b. Click Add Recurring Job to create a new recurring service agreement.
c. Input the job details, such as service type, frequency (weekly, monthly, etc.), and the assigned technician.

Create Recurring Invoices

a. For recurring services, set up automated billing by selecting the Recurring Invoices option.
b. Choose the payment cycle (e.g., monthly, annually) and the payment method.
c. Set up reminders for both your team and the customer to ensure payments are made on time.

Track Recurring Payments

a. In the Payments section, you can view all recurring transactions and their statuses.
b. The system will automatically generate invoices based on the established schedule, making it easy to track payment history for recurring jobs.

XXIII. REPORTING AND FINANCIAL MANAGEMENT

Access Invoice and Payment Reports

a. Navigate to the Reports section of the dashboard.
b. Select Invoice Report or Payment Report to access detailed financial data for specific periods.
c. Filter the data by date range, job type, technician, customer, or payment status.

Export Financial Data

a. Once the desired report is filtered, click Export to download the report in PDF, CSV, or Excel format.
b. You can share or analyze this data for further financial review or auditing purposes.

Analyze Financial Trends

a. Use the financial reports to track trends such as high-paying customers, recurring job revenue, or the performance of individual technicians.
b. These insights will help in decision-making regarding pricing, promotions, and future service offerings.

This extended structure of Invoicing and Payments provides a clear step-by-step guide to generating invoices, tracking payments, and managing financial aspects within Service Fusion. This ensures smooth operations, timely payments, and better financial oversight. Let me know if you’d like further details on any specific process!

XXIV. JOB AND SCHEDULE MANAGEMENT

Effective job and schedule management is critical for ensuring that technicians are assigned the right tasks at the right time, and that customer expectations are met. Service Fusion’s platform provides tools for scheduling, managing job assignments, tracking progress, and ensuring efficiency in field operations. Below is an extended guide on how to manage jobs and schedules seamlessly.

XXV. CREATING AND SCHEDULING JOBS

Access the Job Scheduling Section

a. From the main dashboard, click on the Jobs tab in the navigation menu.
b. Click Add Job to create a new job entry for a customer.

Enter Job Details

a. Input the Customer Information, including the customer’s name, phone number, and address.
b. Add a detailed Job Description to ensure the technician understands the scope of the work.
c. Choose a Service Category (if applicable) to categorize the type of work being done.

Select Job Date and Time

a. In the Job Scheduling section, choose the date and time that works for both the customer and your technician.
b. If the job needs to be done within a specific time frame, input the preferred or available windows.
c. If you’re using a recurring service, ensure the Repeat Schedule option is selected, and set the frequency (e.g., weekly, monthly).

Assign a Technician to the Job

a. After selecting the job date and time, click Assign Technician to choose the appropriate team member based on availability and skillset.
b. You can filter technicians by their availability, proximity to the job site, or expertise in the job category.

Confirm and Save the Job

a. After assigning the technician, click Save Job to finalize the scheduling.
b. The system will notify the assigned technician of the new job through the mobile app or email.

XXVI. MANAGING THE TECHNICIAN'S SCHEDULE

View Technician's Calendar

a. In the Technicians section of the dashboard, access the Schedule tab to view a calendar of the technician’s assignments.
b. The calendar displays job dates, times, and statuses, including scheduled, in-progress, or completed jobs.

Adjust Technician Availability

a. Click on the technician's name to open their schedule.
b. If necessary, edit their availability by changing their shifts, removing jobs, or adding new assignments.
c. If a technician is unavailable (e.g., on vacation or sick), mark their status as Unavailable to prevent new jobs from being assigned.

Reschedule Jobs for Technicians

a. If a job needs to be rescheduled, open the job in the Jobs section.
b. Click Reschedule and choose a new time that aligns with the technician’s calendar.
c. Notify the technician and customer of the rescheduled time.

Track Technician Location

a. Using Service Fusion’s GPS tracking feature, monitor the technician’s location in real-time during the job.
b. This feature helps ensure technicians are on schedule and allows for better coordination if they need to change locations.

XXVII. MANAGING JOB STATUS

Update Job Status

a. Open the job in the Jobs section.
b. Use the Status dropdown to change the status as the job progresses:
Scheduled: When the job is assigned but hasn’t yet started.
In Progress: When the technician has begun working on the job.
Completed: When the technician has finished and submitted the job details.
c. Ensure the job status is updated regularly to keep everyone informed.

Add Job Notes and Attachments

a. During or after a job, you can add notes to the job details page.
b. Attach relevant files, photos, or documents that might be needed for future reference, such as before-and-after pictures or customer signatures.

Notify Customers About Job Progress

a. Use the Notify Customer option to send updates to the customer via SMS or email when the status of their job changes.
b. Include any relevant information in the notification, such as the technician’s ETA or any delays.

XXVIII. HANDLING JOB CHANGES AND CANCELLATIONS

Modify Job Details

a. If changes are needed after the job has been scheduled, navigate to the Job Details page.
b. Click Edit to make changes to customer information, job description, or technician assignments.
c. Ensure all updates are confirmed with both the customer and technician.

Cancel a Job

a. To cancel a job, go to the job details and select the Cancel Job button.
b. Choose a cancellation reason (e.g., customer request, technician unavailability).
c. Notify the customer and technician about the cancellation, and ensure the cancellation is reflected in the system.

Reschedule or Reassign Jobs

a. If a technician is unavailable, open the job and click Reschedule to select a new time or technician.
b. Ensure that the customer is informed about the new job date and time.
c. If necessary, adjust job priority based on customer needs.

XXIX. MANAGING RECURRING JOBS

Set Up Recurring Jobs

a. For jobs that require regular visits (e.g., maintenance, inspections), go to the Jobs section and click on Recurring Jobs.
b. Click Add Recurring Job, and fill in the details such as job description, service type, frequency (e.g., weekly, monthly), and technician assignment.

Automate Recurring Job Scheduling

a. Service Fusion will automatically create new jobs based on the recurring schedule you set up.
b. You can view upcoming recurring jobs in the Calendar view and make adjustments if needed.

Notify Customers About Recurring Jobs

a. Automatically send reminder emails or SMS messages to customers before their recurring job occurs.
b. Include relevant details, such as the technician’s name and the scheduled time, to ensure the customer is prepared.

Track Recurring Job Performance

a. In the Recurring Jobs section, monitor the progress of each recurring job.
b. You can also analyze recurring job performance, identifying any trends in service demand or customer satisfaction.

XXX. JOB AND SCHEDULE REPORTING

Access Job Reports

a. Navigate to the Reports section from the main menu.
b. Choose the Job Report to analyze job status, completion rates, and technician performance.

Filter and Customize Reports

a. Use the filters to customize the report by date range, technician, customer, or job status.
b. This allows you to get a clear overview of job performance across different teams or time periods.

Export and Share Reports

a. Once the report is customized, click Export to download the report as a PDF, CSV, or Excel file.
b. Share the report with management, technicians, or customers to keep everyone informed and aligned.

This extended guide on Job and Schedule Management ensures that managers can efficiently schedule, assign, track, and modify jobs while maintaining clear communication with technicians and customers. It covers everything from creating jobs to managing recurring services and reporting, helping streamline your operations. Let me know if you need further clarification on any section!

XXXI. INVENTORY AND PARTS MANAGEMENT

Inventory and parts management is critical for ensuring that technicians have the necessary materials and tools on hand to complete jobs efficiently and cost-effectively. Service Fusion’s inventory and parts management features help streamline stock tracking, ordering, and allocation. Below is an extended guide to managing inventory and parts effectively within Service Fusion.

Setting Up Inventory

Access the Inventory Section

a. From the main dashboard, click on the Inventory tab in the navigation menu.
b. This will take you to the inventory management page where you can view current stock levels, part descriptions, and categories.

Add Inventory Items

a. In the inventory section, click the Add Item button to add a new part or inventory item.
b. Fill out the following details for the item:

Item Name: The name of the part or material (e.g., "HVAC Filter", "Copper Wire").
Item Description: A brief description of the item to provide clarity.
Category: Select the category (e.g., HVAC, Electrical, Plumbing) to group similar parts.
Unit of Measure: Specify the unit (e.g., each, box, meter).
Cost Price: The cost of purchasing the item for internal tracking.
Selling Price: The price charged to customers for the part.
c. Save the item to add it to the inventory list.

Create Part Categories

a. If not already set, create Part Categories to organize your inventory. Categories can be general (e.g., “Plumbing Parts”) or specific to certain services (e.g., “Furnace Parts”).
b. To add a category, go to the Inventory Settings and click Add Category.
c. Assign parts to the appropriate category during the item creation process.

XXXII. MANAGING INVENTORY STOCK LEVELS

View and Track Inventory Levels

a. In the Inventory section, you can view a list of all items, their current stock, and their status.
b. Use filters to sort inventory by part type, stock levels, or categories.
c. Items with low stock will be highlighted for easy identification.

Update Inventory Stock

a. To adjust the stock levels of any item, click on the item’s name to open its details page.
b. Use the Adjust Stock button to add or remove units from the inventory.
c. Enter the quantity added or removed, and specify the reason for the adjustment (e.g., restock, damaged parts, usage).
d. Save the changes, and the updated stock levels will reflect in your inventory system.

Set Minimum Stock Levels

a. For critical parts, set Minimum Stock Levels to receive notifications when stock is running low.
b. To set the minimum stock, edit the item’s details and input the threshold number in the Minimum Quantity field.
c. When stock falls below this level, the system will alert the manager to reorder the part.

XXXIII. ORDERING INVENTORY AND PARTS

Create an Order for Parts

a. To reorder low-stock parts, go to the Inventory section and identify items that need replenishing.
b. Select the part you want to reorder, and click Order Stock or Create Order.
c. Input the quantity to order based on your current inventory and forecast needs.

Supplier Information

a. Enter the supplier’s details, including their name, contact information, and pricing.
b. Choose the supplier from the dropdown list if you’ve previously saved vendor information, or manually input the supplier's details if they are new.

Confirm and Place the Order

a. After reviewing the order details, click Place Order to submit it to the supplier.
b. You will receive a confirmation email from the supplier, and your inventory will reflect the new order status.

Track Inventory Orders

a. View all active orders in the Orders section of the Inventory menu.
b. Track order statuses, including pending, shipped, and delivered.
c. Once the order is received, update the stock levels accordingly by clicking Receive Inventory and adjusting the quantity.

XXXIV. ALLOCATING PARTS TO JOBS

Assign Inventory to Active Jobs

a. When creating or editing a job, you can assign parts from your inventory.
b. Go to the Job Details page, and in the Parts section, click Add Parts.
c. Search for the part you need by name, category, or SKU number, and add the appropriate quantities to the job.

Verify Part Availability

a. Before assigning parts, check the available stock by using the Check Stock feature.
b. If a part is out of stock, you will see a warning, and you can either adjust the quantity, use a different part, or order more stock.

Track Part Usage and Job Completion

a. As the technician works on the job, the system will automatically deduct the assigned parts from inventory.
b. Upon job completion, review the Job Summary to ensure that all parts used are correctly accounted for.
c. If a part was not used, you can return it to inventory using the Return to Stock option.

XXXV. MANAGING PART RETURNS AND RESTOCKS

Return Unused Parts

a. If parts were ordered or allocated but not used on the job, open the job details page and select Return to Stock.
b. Select the parts to be returned and input the quantity being returned.
c. The stock levels for those parts will automatically increase by the returned quantity.

Restock Inventory

a. If parts are received back from jobs or customers, go to the Inventory section and locate the item.
b. Click Adjust Stock and increase the quantity of the part in stock.
c. Ensure the Reason for Adjustment is marked as Restock for accurate inventory tracking.

XXXVI. MANAGING INVENTORY REPORTS

View Inventory Usage Reports

a. Navigate to the Reports section in the dashboard and select Inventory Report.
b. Filter the report by date range, part category, or technician to review part usage over time.
c. This helps you identify high-usage items or patterns in inventory consumption.

Analyze Stock Levels and Reordering Needs

a. Generate a Stock Level Report to monitor the current inventory of all parts.
b. Identify parts that are consistently low and forecast the need for future orders.

Export Inventory Data

a. Once the desired report is filtered, click Export to download the report as a PDF, CSV, or Excel file.
b. Use this data for analysis, budgeting, and financial planning, or share it with your purchasing team for future procurement.

XXXVII. MANAGING VENDOR RELATIONSHIPS

Add Vendor Information

a. In the Suppliers section, click Add Supplier to input the details of a new vendor.
b. Enter information such as the supplier’s name, contact details, and product offerings.

Track Supplier Performance

a. Keep a record of the order history and the quality of parts received from each supplier.
b. Rate the supplier based on timeliness, quality of parts, and pricing to help with future decisions on who to source inventory from.

Communicate with Suppliers

a. Use the Supplier Notes section to document any communication with suppliers regarding orders, pricing, or part quality.
b. This helps maintain a clear and organized relationship for future procurement needs.

This extended guide on Inventory and Parts Management ensures that managers can efficiently track, order, and allocate parts while keeping inventory levels optimized. It covers everything from adding parts to managing orders and tracking stock usage. Let me know if you need further clarification or have additional questions.

XXXVIII. CUSTOMER MANAGEMENT

Managing customer information, interactions, and history is essential to providing excellent service and ensuring customer satisfaction. Service Fusion offers features that help you manage customer relationships, including contact information, job history, service agreements, and invoicing. Below is an extended guide on how to effectively manage customers using Service Fusion.

Creating and Managing Customer Profiles

a. Add a New Customer
b. From the main dashboard, navigate to the Customers section and click Add Customer.
c. Fill in the customer’s basic contact information, including:Name: Customer’s full name or business name. Email Address: For sending invoices, estimates, and other communication. Phone Number: To contact the customer for job confirmations or follow-ups. Address: The customer’s physical address for job location and billing purposes.

d. Once all required information is entered, click Save Customer.

Import Customer Information

a. If you have an existing customer list, you can import customer data directly into Service Fusion via a CSV or Excel file.
b. To do this, navigate to the Customers section and click Import.
c. Follow the on-screen instructions to upload and map your fields (e.g., name, address, phone number) to the system.

View and Edit Customer Profiles

a. Access customer profiles by clicking on a customer’s name from the Customers list.
b. From the profile page, you can view detailed information, such as contact details, job history, service agreements, and payment terms.
c. You can also edit customer information if any details need to be updated, such as a change of address, phone number, or billing preferences.

XXXIX. MANAGING CUSTOMER INTERACTIONS

Track Communication History

a. From the customer’s profile page, navigate to the Notes or Communication History section.
b. Add any relevant notes regarding phone calls, emails, or in-person meetings that you had with the customer.
c. This ensures that your team is aware of any ongoing discussions or customer-specific preferences.

Schedule Customer Appointments

a. To schedule a job, click the Schedule Job button on the customer’s profile.
b. Enter the job details, including the type of service, job description, technician assignment, and preferred dates.
c. This scheduling feature allows you to instantly assign jobs to technicians and keep a record of customer appointments for future reference.

Follow-up with Customers

a. Service Fusion allows you to set reminders to follow up with customers after jobs are completed or when service agreements are nearing their end.
b. You can configure these reminders under the customer’s profile, ensuring you don’t miss any important customer touchpoints.
c. Use automated emails or calls to keep customers updated about ongoing jobs, service offers, or scheduled maintenance.

XL. MANAGING SERVICE AGREEMENTS

Create a Service Agreement

a. For customers with regular needs, create a service agreement to establish recurring work.
b. Navigate to the Service Agreements tab under the customer profile and click Add Agreement.
c. Choose the type of service (e.g., maintenance, inspections) and frequency (e.g., monthly, yearly).

Define Terms and Conditions

a. Set the scope of work in the agreement, detailing exactly what services are covered, including any exclusions or limitations.
b. Define the pricing structure for recurring services and ensure it aligns with the customer’s expectations.
c. Once the terms are agreed upon, finalize and sign the agreement electronically with the customer.

Track and Manage Recurring Services

a. Service Fusion will automatically generate scheduled jobs based on the service agreement.
b. These jobs are shown in the Jobs Calendar, and you will be notified when service dates approach.
c. Once the job is completed, the system will update the agreement’s status, and the next job will be scheduled according to the agreement terms.

XLI. INVOICING AND PAYMENTS

Generate and Send Invoices

a. After a job is completed, go to the Jobs section and select the job you want to invoice.
b. Click Create Invoice, and fill out the details such as service charges, parts used, and any additional fees.
c. Send the invoice directly to the customer via email or SMS using Service Fusion’s integrated invoicing system.

Track Payments

a. Monitor payments from the Invoices section, where you can view the status of each invoice (e.g., paid, pending, overdue).
b. Click on the invoice to view payment history and log payments made by customers.
c. If a payment is overdue, you can use Service Fusion to send automated reminders to customers.

Process Credit Card Payments

a. For payments made via credit card, Service Fusion integrates with payment processors to securely handle transactions.
b. You can process payments directly from the Invoices tab by clicking Process Payment and selecting the credit card payment option.
c. Once the payment is processed, the invoice status will update to Paid.

XLII. REPORTING AND ANALYTICS

Reporting and analytics allow you to gain valuable insights into your business performance, including job completion rates, technician productivity, and financial outcomes. Service Fusion provides various tools to generate reports on key metrics, track progress, and make informed decisions.

Generating Reports

Access the Reports Section

a. From the main dashboard, click on the Reports tab.
b. You will be taken to a page where you can select from various report types, including Job Reports, Financial Reports, Inventory Reports, and more.

Filter Reports

a. Use the filters to customize your report by specific date ranges, technician names, job categories, or customer names.

b. Filtering allows you to narrow down data based on the area you wish to analyze, whether it's technician performance, job status, or financial outcomes.

Generate and View Reports

a. After applying the filters, click Generate Report.
b. Service Fusion will display the report in a downloadable format, usually as a PDF or Excel file, that can be shared with your team or clients.

XLIII. FINANCIAL REPORTING

Track Revenue and Profitability

a. In the Financial Reports section, view revenue breakdowns by job type, technician, or customer.
b. The system provides insight into your profit margins, comparing costs of parts, labor, and service fees against income generated.

Analyze Invoice and Payment Data

a. The Invoice Report allows you to track issued invoices, payment statuses, and overdue amounts.
b. You can filter invoices by customer, technician, or payment status (e.g., paid, pending, overdue).

Monitor Costs and Expenses

a. In the Expenses Report, track the costs of parts, labor, and other expenses related to each job.
b. This enables you to understand the financial health of your business, and identify areas where you may be overspending or can optimize costs.

XLIV. JOB PERFORMANCE REPORTING

Review Technician Performance

a. In the Job Performance Report, analyze data about technician efficiency, including the number of jobs completed, average job time, and customer satisfaction.
b. You can identify underperforming technicians and provide additional training or resources as needed.

Job Completion Rates

a. View the completion status of jobs (e.g., completed, canceled, in-progress) across your business.
b. This helps ensure that jobs are being completed on time and to a high standard.

Job Revenue

a. The Job Revenue Report allows you to view the total income generated by each job type or customer.
b. You can use this data to optimize pricing strategies and target high-revenue jobs for future growth.

XLV. INVENTORY AND PARTS REPORTING

Track Inventory Usage

a. In the Inventory Report, you can see detailed usage statistics for parts and materials across jobs.
b. This report will show which items are used most frequently, helping you manage restocking needs.

Monitor Stock Levels and Reordering Needs

a. The Stock Level Report allows you to view current stock levels of all parts, including information on parts that are running low.
b. This ensures you are always prepared with enough inventory to fulfill customer needs.

Suppliers and Procurement Reporting

a. The Supplier Report provides information on the frequency and cost of orders made from each supplier.
b. Use this data to evaluate supplier performance and renegotiate contracts for better pricing or delivery terms.

This extended guide on Customer Management and Reporting & Analytics provides you with comprehensive steps for maintaining strong customer relationships, ensuring efficient scheduling, managing service.

XLVI. REPORTING AND ANALYTICS

Reporting and analytics in Service Fusion are crucial for tracking business performance, improving decision-making, and optimizing workflows. These tools give you insights into key business metrics such as job completion rates, technician performance, revenue, customer satisfaction, and inventory usage. Below is an extended guide on how to generate and use reports effectively in Service Fusion.

Generating Reports

Access the Reports Section

a. From the main dashboard, navigate to the Reports tab.
b. You will see a list of different types of reports that Service Fusion offers, including Job Reports, Financial Reports, Inventory Reports, Customer Reports, and more.
c. Select the report type that you want to generate.

Customizing and Filtering Reports

a. Each report type has filtering options. Use filters like Date Range, Technician, Customer, Job Type, and Job Status to customize your report.
b. Filters help narrow down your search to a specific time frame, employee, customer, or job category, ensuring you view the most relevant data.
c. You can also choose multiple filters to refine your report, such as viewing only jobs completed by a certain technician within a specific date range.

Generate the Report

a. After customizing your filters, click on Generate Report to pull the data.
b. The system will generate the report based on your selected criteria and display it on the screen.
c. Once the report is displayed, you can view it in various formats, such as PDF, Excel, or CSV, for further analysis or sharing.

Export the Report

a. After generating a report, you can export it by clicking the Export button.
b. Choose the desired file format (PDF, Excel, CSV) and save it to your computer for offline access or sharing.
c. This functionality makes it easy to share insights with your team or clients.

XLVII. FINANCIAL REPORTING

Track Revenue and Expenses

a. Go to the Financial Reports section, which allows you to view your overall revenue and expenses across different job types, customers, or technicians.
b. The Revenue Report will display income generated from each job, including parts, labor, and service fees.
c. Expense Reports allow you to track costs related to parts, labor, and other job-related expenses, helping you identify areas where you may need to optimize costs.

Invoice and Payment Tracking

a. In the Invoices Report, track all invoices issued within a specific period, including their payment statuses (e.g., paid, pending, overdue).
b. You can filter this report by customer, invoice status, or date range to get a clear picture of outstanding payments and overdue amounts.
c. Use this report to send payment reminders and follow up on unpaid invoices, ensuring consistent cash flow.

Profitability Analysis

a. The Profitability Report provides an overview of your profit margins by calculating the difference between job income and expenses.
b. Analyze job types or customer categories with the highest profit margins to make more informed business decisions.
c. You can use this data to adjust pricing or cost structure, helping improve overall profitability.

XLVIII. JOB PERFORMANCE REPORTING

Track Technician Performance

a. The Technician Performance Report allows you to evaluate the productivity and efficiency of your technicians.
b. Key metrics include the number of jobs completed, average job completion time, and customer satisfaction ratings.
c. This report helps identify high-performing technicians and areas where others may need additional training or support.

Job Completion Rates

a. View the Job Completion Report to track how many jobs have been successfully completed, rescheduled, or canceled.
b. Analyze the reasons behind cancellations or delays to identify patterns and potential areas for improvement.
c. This report can help ensure jobs are being completed on time and within the expected timeframe.

Revenue by Job Type

a. In the Job Revenue Report, see the total income generated by different job categories, such as HVAC, plumbing, or electrical services.
b. This helps determine which services are the most profitable and which may require marketing or operational adjustments to boost performance.
c. You can also compare the performance of different job types over specific time periods.

XLIX. INVENTORY AND PARTS REPORTING

Monitor Inventory Usage

a. Use the Inventory Usage Report to track how often specific parts or materials are used across jobs.
b. This report helps identify high-usage items and allows you to optimize inventory levels to avoid shortages or overstocking.
c. It also assists in determining which parts are most frequently used and whether they should be ordered in larger quantities.

Track Stock Levels

a. The Stock Level Report shows the current stock levels of all items in your inventory.
b. You can identify which parts are low on stock and need to be reordered to avoid running out of critical items.
c. This report helps with forecasting future inventory needs, allowing you to plan ahead and maintain a balanced inventory.

Supplier Performance

a. The Supplier Report tracks the performance of your vendors, including delivery times, order frequency, and pricing consistency.
b. Use this report to evaluate whether a supplier is meeting your needs and delivering parts on time and within budget.
c. If necessary, use this information to renegotiate terms with existing suppliers or explore new vendor options.

L. CUSTOMER AND JOB SATISFACTION REPORTING

Customer Feedback

a. Service Fusion can collect customer feedback through surveys or follow-up emails, which are tracked in the Customer Feedback Report.
b. This report provides insights into how satisfied customers are with the job quality, technician professionalism, and overall service.
c. Use the feedback to identify strengths and areas for improvement in your service delivery.

Job Satisfaction Ratings

a. Customers may rate the service they received on a scale, which is captured in the Job Satisfaction Report.
b. Analyze these ratings to understand customer sentiment and adjust your business processes to improve satisfaction levels.
c. Use the data to reward high-performing technicians and address any recurring issues flagged by customers.

LI. SERVICE FUSION MOBILE APP USAGE

The Service Fusion mobile app allows technicians to manage jobs, access customer information, update job statuses, and track inventory directly from the field. This mobile tool enhances efficiency and provides real-time updates, ensuring that both field and office teams are always on the same page. Below is an extended guide to using the Service Fusion mobile app.

Downloading and Setting Up the Mobile App

Download the App

a. Visit the App Store (for iOS) or Google Play Store (for Android) on your mobile device.
b. Search for Service Fusion and click Download to install the app.
c. Once downloaded, open the app and log in using your Service Fusion credentials (username and password).

Set Up Mobile Access

a. If you are a manager or administrator, ensure that technicians have the appropriate permissions set up for mobile access.
b. Go to Settings > User Management in the Service Fusion web portal to configure roles and permissions for mobile users.
c. For technicians, ensure their profiles have access to job assignments, customer data, and inventory tracking.

Enable Notifications

a. Enable push notifications on your mobile device to receive updates about job assignments, customer messages, and inventory alerts.
b. This ensures that field technicians are notified immediately about new jobs or any changes to their schedule.
c. You can configure notification preferences within the App Settings to control which alerts you receive.

LII. MANAGING JOBS AND SCHEDULES IN THE MOBILE APP

View and Accept Jobs

a. Upon logging in, technicians can view a list of scheduled jobs in the Jobs Calendar.
b. Click on any job to view its details, including customer information, job description, and service requirements.
c. To accept a job, tap Accept Job, and the job will be added to the technician's schedule.

Update Job Status

a. During the job, technicians can update the status in real-time by tapping on the Job Status field (e.g., In Progress, Completed, On Hold).
b. You can also add notes and photos to the job record, which are immediately synced with the web portal.
c. Once the job is complete, update the status to Completed, and the system will automatically generate an invoice if required.

Schedule Future Jobs

a. Technicians can view their upcoming schedule and schedule follow-up jobs from the Mobile App.
b. Tap on the Schedule tab to view available time slots and select a date for the next appointment.
c. After scheduling, the job will automatically be added to the technician’s calendar, and the customer will be notified of the new appointment.

LIII. YOUTUBE GUIDE

Scan QR code or use link below to check video user guide on YouTube platform:

https://www.youtube.com/@ServiceFusion

Updated on: 11/12/2024