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Sales Assistant Manual
Version 2.2
WorkWave
Last Updated 3/21/2011
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Table of Contents
Introduction ................................................................................................................................................................. 3
Sales Assistant Setup ................................................................................................................................................... 4
General .......................................................................................................................................................... 4
Branch Settings .............................................................................................................................................. 5
Target Pests ................................................................................................................................................... 6
Property Size ................................................................................................................................................. 8
Scheduling ..................................................................................................................................................... 9
Smart Scheduler ..................................................................................................................................... 9
Fixed ..................................................................................................................................................... 11
Always Call ........................................................................................................................................... 12
Service Mappings ........................................................................................................................................ 13
Price by Branch..................................................................................................................................... 16
Customization.............................................................................................................................................. 17
Page Configuration ...................................................................................................................................... 19
Leads ........................................................................................................................................................... 24
External Sales Assistant ............................................................................................................................................. 25
Diagnosis ..................................................................................................................................................... 25
Recommendation ........................................................................................................................................ 27
Confirm Service ........................................................................................................................................... 31
Payments ..................................................................................................................................................... 33
Order Confirmation ..................................................................................................................................... 34
Internal Sales Assistant .............................................................................................................................................. 36
Diagnosis ..................................................................................................................................................... 37
Recommendation ........................................................................................................................................ 39
Confirm Service ........................................................................................................................................... 41
Payments ..................................................................................................................................................... 43
Order Confirmation ..................................................................................................................................... 44
Lead Creation .............................................................................................................................................. 46
Sales Assistant Licenses ............................................................................................................................................. 47
Support Information .................................................................................................................................................. 48
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Introduction
The Sales Assistant allows the user to set up automation for internal sales, done by inside salespeople, and
external sales done via a website. All of the defaults can be filled in by using the various menus within the Sales
Assistant Setup. The inside salesperson or customer will go through a five step process, which includes Diagnosis,
Recommendation of Services, Confirmation of Services, Payment and Order Confirmation when using the Sales
Assistant.
Once Marathon has turned on the Sales Assistant for your company, you can follow the instructions below to
customize the Sales Assistant to your company’s individual needs.
Lookup Tables
Prior to setting up the Sales Assistant, it is strongly recommended that the following Lookup Tables are populated:
• Technician Auto-Fill
• Branch Zip Codes
• Tax Code Auto-Fill
• Schedule Frequencies
If you require assistance filling out any of these Lookup Tables, please contact Support.
Lookup Tables � Access Templates
In addition to the above Look up Tables you will also need to make sure that the access rights for Sales Assistant
are setup so that only the user you want to have access will. To begin, start from the Lookup Tables and click on
Access Templates. On the Maintain Access Templates screen select the Template you want to give Sales Assistant
Access to.
1. Check if you want users with this Access Template to have access to the Internal Sales Assistant. The
Internal Sales Assistant is accessed by clicking on the Sales Assistant button in PestPac. The Sales Assistant
button is located in the left hand tool bar, the top right of the Location Detail screen and the top right of
the Lead Detail screen.
2. Check if you want users with this Access Template to have access to the Sales Assistant Setup.
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Sales Assistant Setup
To begin, from the Company Menu, select Sales Assistant Setup.
General
The General Tab houses basic information that will appear on the external facing Sales Assistant as well as some
default settings that apply throughout the Sales Assistant.
1. Contact Phone: Enter in the phone number in the format 555-555-5555 that will be visible on the external
facing Sales Assistant for the customer to contact your company.
2. Contact Email: Enter in the email address that you want all Sales Assistant correspondence to go to. This
includes any automatic emails such as when a customer schedules an appointment, makes a payment or has
incomplete scheduling data. You can enter in multiple email addresses separated with a comma.
3. Sales Assistant: Enter the Sales Assistant outward facing URL here. Please note that you must enter http:// in
front of the URL.
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4. External/Internal Checkboxes: For items 5-10 select where you would like the options for the External facing
Sales Assistant, the Internal Sales Assistant or both by checking the appropriate box.
5. Process Credit Cards: Check this box if you’d like to process credit cards through the Sales Assistant. If this
option is not checked, your company will have to make arrangements with the customer to collect payment.
6. Allow Bypass of Credit Card Setup: Check this box if you’d like to give the customer the option of paying by a
means other than credit cards. If this box is not checked, the customer will be required to enter a credit card
payment in order to schedule service.
7. Auto Close Lead: Select this option if you’d like to automatically close the leads that are considered “Won”
when the customer completes the Sales Assistant process. Once the customer completes the process a lead,
location and service setup and/or service order are created.
8. Capture Incomplete Scheduling Data: Check this box if you’d like an email sent to the person specified in #2
above for any customer who fills out partial information (such as pest problem and address) but does not go
through the entire Sales Assistant Process. The email will contain all of the information that the customer filled
out prior to leaving the Sales Assistant.
9. Exclude Existing Customers: Check this box if you’d like to exclude your existing customers from using the
outward facing Sales Assistant. The program determines if a customer is an existing one by performing an
address check. If this box is unchecked, it will allow existing customers to go through the Sales Assistant
process, but only for services they do not currently have according to service class.
10. Allow Annual Prepayments: Check this box if you’d like to allow your customers to pre-pay for an entire year
of service. This will offer a discount in addition to the prepayment discount that is set up in the Company
Setup.
Branch Settings
The Branch Settings Tab allows the user to setup separate Contact Information, Scheduling and Default
Salespeople for each Branch. Note- To make use of this feature the Branch Zip Codes Lookup Table must be filled
in.
1. Default Branch – populate if using more than one branch and you want a default branch populated if SA
cannot determine which branch the service should be for.
2. Contact Phone: Enter in the phone number in the format 555-555-5555 that will be visible on the external
facing Sales Assistant for the customer to contact your company depending on which Branch services the
customer’s area.
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3. Contact Email: Enter in the email address that you want all Sales Assistant correspondence to go to for each
Branch. This includes any automatic emails such as when a customer schedules an appointment, makes a
payment or has incomplete scheduling data. You can enter in multiple email addresses separated with a
comma.
4. Schedule: Select the scheduling rule for each Branch. The choices made here will override the
a. Smart Scheduling- This allows the user to determine which days of the week services can be performed
on, which technicians can perform service and when the service can be performed.
b. Fixed Scheduling- This allows the user to define specific dates, times and techs to assign to appointments
scheduled through the Sales Assistant
c. Always Call: This will send an email when the customer has requested service so that they can be called.
d. RouteOp Best Fit- This will only show if you have purchased and implemented the RouteOp module. This
allows the user to select an optimized time range as provided by the Best Fit feature of RouteOp and the
settings you configure for SA. If the options provided are not sufficient, the user can choose to select a
date/time that is better and when they submit it they get a message that says “Please note service date
and time are pending office review.” The person who is listed as the email address in the Contact Email in
SA Setup will receive an email notifying them that scheduling is a custom selected date so they can review
it and followup with the customer as needed.
5. Default Salesperson: This is the Salesperson who will be defaulted on a Lead created via the ‘Create Lead’
button in Sales Assistant.
6. Eligible: Check eligible for all branches that you are using Sales Assistant in. If you have a branch not using it.
Leave Eligible unchecked.
Target Pests
The Target Pests Tab allows the user to enter up to 12 Target Pests that the customer can choose from. These
Target Pests are NOT linked to the Targets Lookup Table. Whatever is inputted here will be visible on the inward
and outward facing Sales Assistant.
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1. Target Pest Caption: Enter in a caption that indicates to your customer that they should choose from the
list of target pests to specify their pest problem. You can enter up to 50 characters in this field.
2. Populate Target Pests From: Service Code—Select this option if you’d like service setups and service
orders to be populated with the default target pests that are listed for the service in the Services Lookup
Table that the customer selects. Mappings Defined Below—Select this option if you’d like to map the
Target Pests by using the blue links next to the Targets listed under the Caption on Website column.
When you click on either (None) or on an existing target, the Targets from the Targets lookup table will be
listed. Check the box next to the Target(s) you’d like to select the Mapping for.
3. Target Pests for Online Sales Assistant Setup
a. Caption on Website: Enter the caption you want to be seen in Sales
Assistant to describe the Target Pests.
b. Target Pests: Click on the links under the Target Pests header to associate the Target Pests from
the Targets Lookup Table to the caption that will show on Sales Assistant. (If not using Multiple
Target Pests there will be a field for selecting a single Target instead of the link.)
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c. Branches: Click on the links under the Branches header to associate to choose what Branches
this Target can be selected in.
Property Size
The Property Size tab allows you to define four different property sizes for your customers to choose from.
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1. Price Based Upon Property Size: Check this box if you’d like to determine prices for services based on the size of
the house. If this box is not checked, the price for services will be the same regardless of the size of the house.
2. Sizing caption: Enter a caption that indicates to your customers that they should choose from the property size
list.
3. Small: Enter the caption for the small size house.
4. Medium: Enter the caption for the medium size house.
5. Large: Enter the caption for the large size house.
6. Other: Enter the caption for a house that is a size other than the selections above. If the customer selects this
option, they will be brought to a contact form and someone from your office will need to call the customer.
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Scheduling � RouteOp Best Fit
The settings under the Scheduling Tab allow you to determine how your customers will get scheduled based on the
service they choose, available technicians, available times/durations, or if you want to contact each customer
individually for scheduling. The first option is to use the Smart Scheduler. This allows the user to determine which
days of the week services can be performed on, which technicians can perform service and when the service can
be performed.
The logic that is performed behind the scenes uses WorkWave’s proprietary Opti-Fit technology to guarantee the
most optimal results based on the settings you have set on this screen as well as the eligibility fields you have
populated for existing appointments.
Scheduling � Smart Scheduler
The settings under the Scheduling Tab allow you to determine how your customers will get scheduled based on the
service they choose, available technicians, available times/durations, or if you want to contact each customer
individually for scheduling. The first option is to use the Smart Scheduler. This allows the user to determine which
days of the week services can be performed on, which technicians can perform service and when the service can
be performed.
The logic that is performed behind the scenes for the Smart Scheduler option is as follows:
• Make a list of all appointments and time blocks in the system for the next 3 days so the program knows
what’s already booked.
• Remove any tech/day where the workload exceeds the hour threshold for that day (as defined by #6
below) so they can’t be picked.
• For each existing appointment over the next 3 days, calculate its distance from the customer that is trying
to schedule service.
• Loop through each appointment over the next 3 days starting with the closest one geographically.
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• See if there is an opening either right before or right after that appointment.
• If there is, then test to see if that opening falls within one of the Smart Scheduler Time Ranges (#7
below). If it does, then select that as an option
• If there is no opening immediately before or after the appointment, look to see if the tech has room
anywhere else in his day for the appt. If he does, and the opening falls in one of the Smart Scheduler
time ranges (#7 below), present that as an option.
• If we find a match for that day, move onto the next day and find a good option using the same algorithm.
1. Default Branch: Select the Default Branch that will be assigned to all new accounts created through the Sales
Assistant if you are not using the Branch Auto-Fill lookup table. If you are using the Branch Auto-Fill lookup
table, then the branch for newly created accounts will be assigned according to the rules set up in that lookup.
2. Rules: Select the first option, Smart Scheduler, which will allow the user to define when and who can perform
service.
3. Between: Enter in the minimum and maximum days out you’d like the Smart Scheduler to search for
appointments.
4. Technicians: Press PageDown on the keyboard or right-click in this field to get a pop up of available technicians.
Put a check in the box next to the technician(s) you want to perform service.
5. Days of Week: Put a checkbox in the days that you want to be eligible for appointments coming from the Sales
Assistant.
6. Restrictions: Check this box if you would like to restrict the program from putting appointments on technicians
who have a specified number of hours booked for the day already. Specify the number of hours booked in the
white box.
7. Start Time/End Time Window: Enter a starting and ending time for each window of time available for use with
the Smart Scheduler. For example, if the Smart Scheduler found that there was an appointment available for
8:00 AM for a 45 minute appointment, it could use the 7:00 AM to 9:00 AM spot to schedule this appointment.
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8. Add Time Range: Click on this link to add another set of Start/End Time Windows to the list.
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Scheduling � Fixed
The fixed option allows the user to define fixed days, times and technicians who can perform work that comes in
through the Sales Assistant.
1. Default Branch: Select the Default Branch that accounts will be assigned to through the Sales Assistant. If you
use the Branch auto-fill lookup table, then the Branch assigned to new locations will be based off the rules in
that lookup table.
2. Rules: Select the second option, Fixed, to use fixed scheduling where the user can define specific dates, times
and techs to assign to appointments scheduled through the Sales Assistant.
3. Days Out: Enter the maximum number of days out you want to schedule the appointments that come in
through the Sales Assistant.
4. Leave Time Blank: Check this box if you’d like the Sales Assistant to assign a technician and date to an
appointment, but not a time.
5. Use Technician Auto-Fill: Check this box if you’d like the techs assigned to appointments to be determined by
the rules defined in the Technician Auto-Fill Lookup Table. If this option is checked, the Technician boxes under
#6 will not be visible.
6. Dates/Times/Technicians/Branches: For each set, define a starting and ending time for appointments. Specify a
technician who can perform the appointment and define which days of the week are acceptable for this
technician and time.
7. Add Schedule: Click this link to add another block where the user can define additional
Days/Times/Technicians.
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Scheduling � Always Call
The Always Call option will require that someone from your office call any customer who signed up for the service
using Sales Assistant. The customers will be able to complete the sales process online, but it will require the office
to call to schedule and confirm the appointment.
1. Default Branch: Select the default branch that will be assigned to appointments. If you use the Branch auto-fill
lookup table, the Branch on services will default from the rules in the lookup table.
2. Rules: Select the third option, Always Call, if you’d like to contact each customer directly about scheduling and
payment information.
3. Contact Email: Enter the email of the person you’d like to receive all scheduling information from the Sales
Assistant in Always Call mode.
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Service Mappings
Service Mappings allows the user to display recommended services to customers depending on the pest problems
they indicate. This section is extremely customizable to your company’s needs.
1
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1. Active: If unchecked, this service will never be offered.
a. Offer on Internal Site: If checked, this service will be available when you launch Sales Assistant
from PestPac.
b. Offer on External Site: If checked, this service will be available to consumers on your external SA
site.
2. Friendly Name: Enter in a user-friendly name for the service. You can enter up to 50 characters in this
field. This will be viewable by customers.
3. Frequency: Enter a frequency for the service. The choices in this field are based off of the Frequencies
lookup table. This field MUST be filled in for the service to be recommended.
4. Recurring Schedule: If you’d like to select a Schedule that will be entered in the Schedule field on the
Service Setup that is created from this service mapping, press PAGEDOWN on the keyboard and select it
form the list of Schedules. If no selection is made for this field, it will be left blank on the Service Setup.
5. Price By Branch: Place check in this box if you want to setup pricing for this service based on the Branch. If
you check this box it will become a link to open the Price By Branch screen, also the Recurring and Initial
Service fields will be hidden.
6. Recurring Service: Select the recurring service for this service mapping. The choices are from the Services
lookup table. If you selected to price service by house size, you can enter in a price for the recurring
service for the Small, Medium and Large house prices. You can also define the duration for the service
based on the Small, Medium and Large house sizes. Use the blue “avg” link to fill in the price based on
the average production value for this service. If you wish to give the customer a discount for scheduling
online, you can define a Sales Assistant (internal) and Public (external) discount rates. The discount rates
can be different for the internal and external modes. Please note that you do not need to indicate a
recurring service. If you wish to offer one time services online, simply fill out the initial service and leave
the recurring service blank.
7. Initial Service: Select the initial service for this service mapping. If you selected to price service by house
size, you can enter in a price for the recurring service for the Small, Medium and Large house prices. You
can also define the price for the service based on the Small, Medium and Large house sizes. Use the blue
“avg” link to fill in the duration based on the average production value for this service. If you wish to give
the customer a discount for scheduling online, you can define a Sales Assistant (internal) and Public
(external) discount rates.
8. Targets: Select one or more targets that apply to this service mapping. This field ties the Target Pests and
Services together. When the customer uses the Sales Assistant, they will indicate the Target Pest problem
first and based on these selections, the Sales Assistant will recommend one or more services.
9. Service Description: Enter the description for the recurring and initial services in this box. You can click
on the HTML link within the box to enter the description (including pictures) via HTML. If you would like
to upload pictures, you must have a website to upload images such as Photobucket or Google Picasa.
10. Terms & Conditions: Enter any terms and/or conditions for the recurring and initial services in this box.
You can click on the HTML link within the box to enter the description (including pictures) via HTML. The
customer will have to check a box indicating that they read and agree to the Terms & Conditions.
11. Savings Disclaimer: If you selected to offer a discount for this service, you can enter a savings disclaimer
in this box. You can click on the HTML link within the box to enter the description (including pictures) via
HTML.
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12. Questions/Answers: Enter in questions and answers for your customer to answer when this service
mapping is selected. The questions and answers will be stored on the location in the customer Notes and
will display in the Office Comments section of the Service Order.
a. Blue “Add Question” link: Click on this link to begin adding questions for this service mapping.
Each question will be labeled numerically as Q1, Q2, etc.
b. Del checkboxes: place a check in the box next to the question or answer you want to delete. The
selected questions/answers will be deleted upon save.
13. Answer Type: Select from the following choices:
a. Single Answer Allowed: Select this option if you only want the customer to be able to select one
of the answers to the question. (See Q3 above for an example)
b. Multiple Answers Allowed: Select this option if you want to allow customers to select more than
one answer to the question (See Q1 and Q2 above)
c. Text Answer: Select this option if the customer needs to type in an answer to the question. (See
Q4 above)
14. Blue “Add” link: Click on this link to add an additional answer line to the question.
15. Public: Check this box if you’d like this question to show on the external facing Sales Assistant.
16. Required: Check this box if you’d like to require that the customer select an answer to the question
before they can move on.
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Service Mappings � Price By Branch
The Branch Pricing Screen allows you to setup Recurring and Initial Pricing for each Branch and the Duration based
on the size of the property.
1. Recurring Service: Select the recurring service for this service mapping. The choices are from the Services
lookup table. If you selected to price service by house size, you can enter in a price for the recurring
service for the Small, Medium and Large house prices. You can also define the duration for the service
based on the Small, Medium and Large house sizes. Use the blue “avg” link to fill in the price based on
the average production value for this service. If you wish to give the customer a discount for scheduling
online, you can define a Sales Assistant (internal) and Public (external) discount rates. The discount rates
can be different for the internal and external modes. Please note that you do not need to indicate a
recurring service. If you wish to offer one time services online, simply fill out the initial service and leave
the recurring service blank.
2. Initial Service: Select the initial service for this service mapping. If you selected to price service by house
size, you can enter in a price for the recurring service for the Small, Medium and Large house prices. You
can also define the price for the service based on the Small, Medium and Large house sizes. Use the blue
“avg” link to fill in the duration based on the average production value for this service. If you wish to give
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the customer a discount for scheduling online, you can define a Sales Assistant (internal) and Public
(external) discount rates.
Customization
The Customization section allows the user to specify logos, footers and overall color scheme within the Sales
Assistant.
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1. Standard/Custom: Select either the Standard or Custom header.
2. Current Left Logo: If you have a Logo currently added to the Sales Assistant, it will be viewable here.
3. Remove: Use this link to remove a current Logo.
4. Upload New Left Logo: Click on the Browse button to add/replace a new left logo. This will be viewable
on the top left of the Sales Assistant front end.
5. Upload New Right Logo: Click on the Browse button to add/replace a new right logo. This will be
viewable on the top right of the Sales Assistant front end.
6. Right Logo Options: Select what you’d like to display in your right Logo area. You can select from Blank,
Logo or Phone Number. If Phone Number is selected, the number displayed will be the one defined in the
General section of the Sales Assistant setup.
7. Header Phone Color: Select the color you’d like for the phone number to appear in if you’ve selected
Phone Number for #6 above. Click on the multicolored button to select from a range of colors.
8. Header Phone Helper Text: If you’ve selected phone number for #6 above, you can enter text in this
1. field that will display the phone number on the top right of the Sales Assistant front end.
9. Footer: Enter any text in this box that you’d like to appear at the bottom of each screen on the Sales
Assistant. You can click on the HTML link within the box to enter the description (including pictures) via
HTML.
10. Color scheme: Select from several pre-programmed color schemes. The colors for each color scheme will
display below.
11. Default Design Colors/Saved Colors: Click on these buttons if you’d like the colors below to return to their
default color scheme colors.
12. Primary Text: The default color for the text on the Sales Assistant will appear here. Click on the
multicolored button to select a custom color for this field.
13. Link Text: The default color for links on the Sales Assistant will appear here. Click on the multicolored
button to select a custom color for this field.
14. Header Text: The default color for the header (top of the screen) text will appear here. Click on the
multicolored button to select a custom color for this field.
15. Navigation Menu Text: The default color for the navigation text. This is the text for the different steps
that the customer has to go through during the Sales Assistant process i.e. Diagnosis, Recommendation,
etc.
16. Navigation Menu Background: Select the color that will be behind the navigation text on the Sales
Assistant.
17. Page Header Text: Select the color for the header text. This is the text that displays at the top of the
screen.
18. Page Header Background: Select the color that will be behind the page header text.
19. Button Text: Select the color for the text that displays on user-defined buttons in the Sales Assistant.
20. Button Background: Select the color that will be behind the text on user-defined buttons in the Sales
Assistant.
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Page Configuration
The Page Configuration section allows the user to set up internal and external marketing text which can be
customized throughout the entire Sales Assistant process.
Diagnosis: This screen gathers information about the customer’s home and pest problem.
1. Page Heading: Enter the text that you want to appear at the top of the Diagnosis screen.
2. Next Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the next screen.
3. Marketing Text Public: Enter in the text that you’d like to appear on the right hand side of the Diagnosis screen
on the external facing Sales Assistant. You can use this area to advertise other services that you offer. You can
click on the HTML link within the box to enter the description (including pictures) via HTML. This will display on
the right side of the screen.
4. Marketing Text Internal: Enter in the text that you’d like to appear on the right hand side of the Diagnosis
screen on the internal facing Sales Assistant. This screen will be seen by your inside salespeople. Use this space
to remind your employees to cross-sell or any other information you’d like to put in that space. You can click
on the HTML link within the box to enter the description (including pictures) via HTML. This will display on the
right hand side of the screen.
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Recommendation: This screen displays the recommended services based on the customer’s pest issue. The
service recommendations come from the Service Mappings.
5. Page Heading: Enter the text that you want to appear at the top of the Recommendation screen.
6. Previous Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the previous screen.
7. Next Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the next screen.
8. Marketing Text Public: Enter in the text that you’d like to appear on the right hand side of the
Recommendation screen on the external facing Sales Assistant. You can use this area to advertise other
services that you offer. You can click on the HTML link within the box to enter the description (including
pictures) via HTML. This will display on the right side of the screen.
9. Marketing Text Internal: Enter in the text that you’d like to appear on the right hand side of the
Recommendation screen on the internal facing Sales Assistant. This screen will be seen by your inside
salespeople. Use this space to remind your employees to cross-sell or any other information you’d like to put in
that space. You can click on the HTML link within the box to enter the description (including pictures) via
HTML. This will display on the right side of the screen.
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Confirm Service: This screen displays the service that the customer has selected from the Recommendations
screen. The customer will confirm that the service they selected is the service they want. If you are using the
Smart Scheduler, it will list the times available for service, which the customer can choose from.
10. Page Heading: Enter the text that you want to appear at the top of the Confirm Service screen.
11. Previous Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the previous screen.
12. Next Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the next screen.
13. Marketing Text Public: Enter in the text that you’d like to appear on the right hand side of the Confirm Service
screen on the external facing Sales Assistant. You can use this area to advertise other services that you offer.
You can click on the HTML link within the box to enter the description (including pictures) via HTML. This will
display on the right side of the screen.
14. Marketing Text Internal: Enter in the text that you’d like to appear on the right hand side of the Confirm
Service screen on the internal facing Sales Assistant. This screen will be seen by your inside salespeople. Use
this space to remind your employees to cross-sell or any other information you’d like to put in that space. You
can click on the HTML link within the box to enter the description (including pictures) via HTML. This will
display on the right side of the screen.
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Payment: This screen displays the total amount due for the service the customer has selected along with any pre-
pay discount that you previously set up. If you allow pre-payment for the entire year, the customer will have the
option of either paying for the initial service only or pre-paying for the entire year. If you selected the option to
allow customers to pay by means other than credit card, they will be able to select that option on this screen.
15. Page Heading: Enter the text that you want to appear at the top of the Payment screen.
16. Previous Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the previous screen.
17. Next Button Text: Enter the text that you want to appear on the button on the screen that will bring the
customer to the next screen.
18. Marketing Text Public: Enter in the text that you’d like to appear on the right hand side of the Payment screen
on the external facing Sales Assistant. You can use this area to advertise other services that you offer. You can
click on the HTML link within the box to enter the description (including pictures) via HTML. This will display on
the right side of the screen.
19. Marketing Text Internal: Enter in the text that you’d like to appear on the right hand side of the Payment
screen on the internal facing Sales Assistant. This screen will be seen by your inside salespeople. Use this space
to remind your employees to cross-sell or any other information you’d like to put in that space. You can click
on the HTML link within the box to enter the description (including pictures) via HTML. This will display on the
right side of the screen.
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Order Confirmation: This screen will confirm for the customer when their appointment is and have a receipt for
their credit card payment.
20. Page Heading: Enter the text that you want to appear at the top of the Order Confirmation screen.
21. Marketing Text Public: Enter in the text that you’d like to appear on the right hand side of the Order
Confirmation screen on the external facing Sales Assistant. You can use this area to advertise other services
that you offer. You can click on the HTML link within the box to enter the description (including pictures) via
HTML.
22. Marketing Text Internal: Enter in the text that you’d like to appear on the right hand side of the Order
Confirmation screen on the internal facing Sales Assistant. This screen will be seen by your inside salespeople.
Use this space to remind your employees to cross-sell or any other information you’d like to put in that space.
You can click on the HTML link within the box to enter the description (including pictures) via HTML. This will
display on the right side of the screen.
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Leads
The Leads section allows you to set up defaults for Leads that can be created through the Internal Sales Assistant.
These Leads are for customers who went through part of the Sales Assistant process, but did not actually schedule
and pay for service.
1. Default Pending Event: Select the pending event that you’d like assigned to Leads that come in from the
Sales Assistant.
2. Pending Event Days Out: Enter in the number of days out you’d like to assign to the Lead.
3. Default Salesperson: Select a default salesperson who will be assigned to the Leads that come in through
the Sales Assistant via the ‘Create Lead’ button when entered in via External mode (form your consumer
on your external site). If the ‘Create Lead’ link is used in internal mode the salesperson on the lead will
show as the logged in user.
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External Sales Assistant
The External Sales Assistant is what your customers will see on your Sales Assistant website. All of the settings for
the External Sales Assistant can be setup using the Sales Assistant Setup screens in PestPac.
Diagnosis
The Diagnosis screen requires the customer to fill out their address information, their house size, their problem
pests, and the location of the problem pests.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
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5. If using Branch Zip Codes (meaning that your Branch Zip Codes Lookup table is filled out) then the Zip
Code entered will be matched to the appropriate ranch which will affect the way the Target Pests are
shown on this screen.
6. Address Information: In this section, the customer can fill out their address information and their email
address.
7. Home size: In this section, the customer can select their home size. The options available are based on
the options in the Property Size Screen.
8. Marketing Text: In this section, the public marketing text as defined in the Page Configuration Screen will
be displayed.
9. Target Pests: The customer can select one or more target pests that they are seeing. The target pests
displayed are based on the options in the Target Pests Screen. When using Branch Zip Codes all of the
Target Pests will show but only the ones assigned to the Branch corresponding to the zip code that was
entered will appear in bold. Only bold Target Pests can be selected..
10. Location of Pests: The customer can select one or more locations where they are seeing pest activity.
These locations are hard coded.
11. 11.. Next button: The text displayed on the next button will populate according to the options entered on
the Page Configuration Screen.
12. Footer: The text displayed on the footer will populate according to the options entered on the
Customization Screen.
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Recommendation
The Recommendation Screen displays the service that is recommended for the customer based on their target
pest(s) selection. Here the customer will see the price for the service with discount (if applicable) along with
available dates and time for service (if applicable). They will also have to answer more details about their pest
problem if you have set up questions and answers for the recommended service.
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1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
5. Recommended Service: The service recommended to your customer will be based on the target pests
selected for each Service Mapping you defined.
6. Prices/Discounts: The initial and per service cost will be listed for the recommended service. These prices
are based on the Service Mappings you defined.
7. Service Date/Time: The available service dates & times are defined by the options selected in the
Scheduling Screen. In this case, the Smart Scheduler option was used.
8. Additional Date/Time: If none of the above options are good for the customer, they can use the link to
select a different date and time. This option will bring the customer to a screen where they can email
their information to your company. Your office staff will then have to contact the customer about
scheduling.
9. Questions/Answers: The questions and answer displayed will be according to the questions and answers
defined on the Service Mappings screen for this service.
10. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
11. Back Button: The text displayed on the back button will populated according to the options entered on
the Page Configuration Screen.
12. Next Button: The text displayed on the next button will populate according to the options entered on the
Page Configuration Screen.
13. Footer: The text displayed on the footer will populate according to the options entered on the
Customization Screen.
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If there are multiple services recommended to the customer, they will see the screen below where they can
choose which service they want to sign up for.
1. Green check mark: This check mark indicates the program that is currently selected. The recommended
services will be displayed in the order that matches most closely to least closely based on their Target Pest
choice(s).
2. Unselected service: Recommended services that are not currently selected will not have the green check
mark next to them. If the customer wants to select this service, they can click anywhere within the
recommended service box to select it. The green check mark will then be displayed in front of the newly
selected service.
3. Info link: A pop up containing the Service Description as defined in the Service Mappings for the
recommended service will be displayed when this link is clicked.
4. Select Button: Once the customer has selected which recommended service they want, clicking on this
button will bring them to the main Recommendation screen as shown above where they will have to
answer the questions assigned to that Service Mapping.
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The screenshot below shows what the customer will see in the Scheduling section of the Recommendation screen
if the fixed option is selected under Scheduling Options.
1. Choose Service Date: The customer can select from a list of days available based on the Fixed Scheduling
Options.
2. Choose Service Time: Based on the day selected, the available times will be listed here based on the Fixed
Scheduling Options.
The screenshot below shows what the customer will see in the Scheduling section of the Recommendation screen
when the “Always Call” option is selected under Scheduling Options.
1. Always Call Message: This message will display letting customers know that your office will call them for
scheduling. An email will be sent to the person indicated on the Contact Email field on the Scheduling
screen.
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Confirm Service
On this screen, the customer will be able to view their selected service, scheduled date and time (if applicable),
select billing options and accept the Terms & Conditions of the service they selected.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
5. Your Service Plan: The plan that the customer selected on the Recommendation Screen will be displayed
in this area.
6. Scheduled: The date and time that the customer selected on the Recommendation Screen will be
displayed in this area.
7. Payment Options: The payment options available are based on whether you accept credit card payments,
allow the customer to pay by a means other than credit cards and/or allow pre-payments. If you require
credit card payments, the customer will need to select a payment option to continue.
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8. Name/Address Information: For credit card payments, the customer will need to fill out the billing
information for the credit card.
9. Terms & Conditions: The Terms & Conditions displayed will be according to the Terms & Conditions
entered for this Service Mapping.
10. Verify Terms & Conditions Checkbox: The customer will be required to check this box indicating they have
read the Terms & Conditions in order to continue to the next screen.
11. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
12. Back Button: The text displayed on the back button will populated according to the options entered on
the Page Configuration Screen.
13. Next Button: The text displayed on the next button will populate according to the options entered on the
Page Configuration Screen.
14. Footer: The text displayed on the footer will populate according to the options entered on the
Customization Screen.
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Payment
The Payment Screen allows the customer to make a secure online payment. The card is processed securely by
Element within the Sales Assistant window.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
5. Service Amount: The amount displayed here will be what the customer previously selected on the
Confirm Service Screen. This is the amount that will be charged to their credit card.
6. Card Information: The customer will need to enter in their credit card number and expiration date. When
they are finished, they can click on the “Click here to continue” button.
7. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
8. Footer: The text displayed on the footer will populate according to the options entered on the
Customization Screen.
***Please note that if a customer’s credit card is declined at this step that they may or may not successfully
complete the Sales Assistant Process. If you have “Allow bypass of credit card” selected under the General section
of the Sales Assistant Setup, then the Service Setup and Initial Order will still be created for the customer. When
the email goes through to the person selected to receive Sales Assistant Emails, it will make note that the
customer’s credit card was declined. The customer will also see that their credit card was declined on the Order
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Confirmation screen. If you do not have “Allow bypass of credit card,” then the Service Setup and initial Service
Order will not be created and the customer will receive a warning that their credit card was declined. In addition,
the person who receives emails for Sales Assistant will receive an email indicating that the customer’s credit card
was declined.***
Order Confirmation
The Order Confirmation screen displays for the customer the service they bought, when they scheduled the initial
appointment, the credit card payment that they made (if applicable), their contact details and the terms &
conditions of the service they purchased. The Confirmation Number is for reference only. It is not searchable in
PestPac. The Customer Number is the Location Number in PestPac.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
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3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen
5. Service Details: The service that the customer chose along with the scheduled date and time will appear
in this section.
6. Billing Details: The amount of payment and credit card information will appear in this section.
7. Contact Details: The customer’s name, address and phone number will appear in this section.
8. Terms & Conditions: The Terms & Conditions of the selected service will appear in this section.
9. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
Server side Information
After the customer has completed the Sales Assistant process, the person specified as the email contact will
receive information regarding the account that was just created by the customer along with credit card payment
information if the customer paid by credit card. The service setup and initial service order will be automatically
created based on what service the customer chose.
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Internal Sales Assistant
The Internal Sales Assistant is used by inside salespeople to gather information about the pest problem the
customer is having and uses the same logic to recommend and schedule service as the External Sales Assistant
does. The access right for internal Sales Assistant must be turned on in the user’s Access Template for them to
access Sales Assistant from PestPac.
The Internal Sales Assistant can be accessed from three areas in PestPac. The first is via the Sales Assistant button
in the left hand tool bar. This button will be visible to users even if they do not have the access right for Internal
Sales Assistant. If a user without access clicks on this button it will open a window with information about Sales
Assistant instead of opening the Internal Sales Assistant.
The Internal Sales Assistant can also be accessed by the Sales Assistant button on the Lead Detail screen. When
this is used the information on the Lead will fill in on the Internal Sales Assistant.
The third place the Internal Sales Assistant can be accessed from is on the Location Detail screen. Similar to
entering from the Lead Detail screen, the information from the Location will be filled in automatically. Also any
services created when accessed from the Location Detail screen will show on the existing Location.
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Diagnosis
The Diagnosis screen requires office personnel to fill out the customer’s address information, house size, problem
pests, and the location of the problem pests.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Click to Log out of Internal Sales Assistant. If you do not log out you will continue to be using a Sales
Assistant License.
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5. Existing Information: This will display the existing information that is in PestPac for this customer already.
6. Create Lead: This option takes the user to an Add Lead screen, which will add a pending lead to the
server.
7. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
8. Internal Marketing Text: The text and/or pictures displayed in this area will be based off of the options in
the Page Configuration screen.
9. Address Information: In this section, the customer can fill out their address information.
10. Source: The user can select from the list of Sources as determined by the option in your Sources lookup
table. The SALESASST Source will be selected in this field by default.
11. Zillow: Click this link to be brought to the Zillow.com website, which lists the approximate value of the
address entered along with other pertinent information about the house such as number of bedrooms.
12. Home size: In this section, the customer can select their home size. The options available are based on
the options in the Property Size Screen.
13. Target Pests: The customer can select one or more target pests that they are seeing. The target pests
displayed are based on the options in the Target Pests Screen. When entering Sales Assistant from a
Location the Target Pests for the Location Branch will show in bold.
14. Location of Pests: The customer can select one or more locations where they are seeing pest activity.
These locations are hard coded.
15. Next button: The text displayed on the next button will populate according to the options entered on the
Page Configuration Screen.
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Recommendation
The Recommendation Screen displays the service that is recommended for the customer based on their target
pest(s) selection. Here the user will see the price for the service with discount (if applicable) along with available
dates and time for service (if applicable). The user will also have to ask the customer additional questions about
their pest problems if questions were set up using the Service Mappings for this service.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
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3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Customer Name/Address: The customer’s name and address that was entered on the Diagnosis screen
will be displayed in this area.
5. Logout: Click Logout to close the Internal Sales Assistant and free up a License.
6. Start Over: Click Start Over to return to the Diagnosis screen.
7. Create Lead: This option takes the user to an Add Lead screen, which will add a pending lead to the
server.
8. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
9. Recommended Service: The service recommended to your customer will be based on the target pests
selected for each Service Mapping you defined.
10. Prices/Discounts: The initial and per service cost will be listed for the recommended service. These prices
are based on the Service Mappings you defined.
11. Service Date/Time: The available service dates & times are defined by the options selected in the
Scheduling Screen. In this case, the Smart Scheduler option was used. To see an example of what the
user will see when using the Fixed scheduling option, click here. To see an example of what the user will
see when the Always Call option is selected, click here.
12. Quick Scheduler: If none of the dates/times work for the customer, use this link to go to the Quick
Scheduler in PestPac to search for a different date/time. A reservation will be added on the Quick
Scheduler until the Sales Assistant process is complete.
13. Questions/Answers: The questions and answer displayed will be according to the questions and answers
defined on the Service Mappings screen for this service.
14. Back Button: The text displayed on the back button will populated according to the options entered on
the Page Configuration Screen.
15. Next Button: The text displayed on the next button will populate according to the options entered on the
Page Configuration Screen.
16. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
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Confirm Service
On this screen, the user will be able to view the customer’s selected service, scheduled date and time (if
applicable), select billing options and accept the Terms & Conditions of the service the customer selected.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on the
Customization Screen.
4. Create Lead: This option takes the user to an Add Lead screen, which will add a pending lead to the server.
5. Customer Name/Address: The customer’s name and address that was entered on the Diagnosis screen will be
displayed in this area.
6. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration Screen.
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7. Your Service Plan: The plan that the customer selected on the Recommendation Screen will be displayed in this
area.
8. Scheduled: The date and time that the customer selected on the Recommendation Screen will be displayed in
this area.
9. Payment Options: The payment options available are based on whether you accept credit card payments, allow
the customer to pay by a means other than credit cards and/or allow pre-payments. If you require credit card
payments, the customer will need to select a payment option to continue.
10. Name/Address Information: For credit card payments, the customer will need to fill out the billing information
for the credit card.
11. Terms & Conditions: The Terms & Conditions displayed will be according to the Terms & Conditions entered
for this Service Mapping. It is strongly recommended that the user read the Terms & Conditions to the
customer over the phone.
12. Verify Terms & Conditions Checkbox: The user will be required to check this box indicating they have let the
customer know the Terms & Conditions in order to continue to the next screen.
13. Back Button: The text displayed on the back button will populated according to the options entered on the
Page Configuration Screen.
14. Next Button: The text displayed on the next button will populate according to the options entered on the
Page Configuration Screen.
15. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
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Payment
The Payment Screen allows the customer to make a secure online payment. The card is processed securely by
Element within the Sales Assistant window.
1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization
Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on
the Customization Screen.
4. Customer Name/Address: The customer’s name and address that was entered on the Diagnosis screen
will be displayed in this area.
5. Logout: Click Logout to close the Internal Sales Assistant and free up a License.
6. Start Over: Click Start Over to return to the Diagnosis screen.
7. Create Lead: This option takes the user to an Add Lead screen, which will add a pending lead to the
server.
8. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration
Screen.
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9. Service Amount: The amount displayed here will be what the customer previously selected on the
Confirm Service Screen. This is the amount that will be charged to their credit card.
10. Card Information: The customer will need to enter in their credit card number and expiration date. When
they are finished, they can click on the “Click here to continue” button.
11. Click here to find out why this is secure: Link gives information on the security of this transaction.
12. Invoice Customer: Click this button if you want to invoice the customer so that they can pay at another
time. This option is only available if the “Allow Bypass Credit Card Step” is selected under the General
Options.
13. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
Order Confirmation
The Order Confirmation screen displays the service the customer bought, when they scheduled the initial
appointment, the credit card payment that they made (if applicable), their contact details and the terms &
conditions of the service they purchased. It can be printed or emailed by using the Printer Friendly and Send Email
Confirmation links respectively. The Confirmation Number is for reference only. It is not searchable in PestPac.
The Customer Number is the Location Number in PestPac.
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1. Left Logo: The left logo that is displayed is the one that selected on the Customization Screen.
2. Phone Number: The phone number displayed is based on the right logo options on the Customization Screen.
3. Header Phone Helper Text: The text displayed here is based on the Header Phone Helper Text option on the
Customization Screen.
4. Customer Name/Address: The customer’s name and address that was entered on the Diagnosis screen will be
displayed in this area.
5. Logout: Click Logout to close the Internal Sales Assistant and free up a License.
6. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration Screen
7. Printer Friendly: Click to view a printer friendly confirmation to be printed.
8. Send Email Confirmation: Click to have a confirmation email sent to the customer’s email address.
9. Confirmation Number: This is for reference, it is not a searchable field.
10. Your Customer Number: Location number in PestPac.
11. Service Details: The service that the customer chose along with the scheduled date and time will appear in
this section.
12. Billing Details: The amount of payment and credit card information will appear in this section.
13. Contact Details: The customer’s name, address and phone number will appear in this section.
14. Terms & Conditions: The Terms & Conditions of the selected service will appear in this section.
15. Marketing Text: The text/images in this section will display based on the options selected in the Page
Configuration Screen.
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Add Lead Screen
If at any time during the Internal Sales Assistant process, the customer changes their mind, you can use the Create
Lead link to add a link to PestPac.
1. Name/Address: Any name, address, phone number and/or email information that was already added into the
Sales Assistant will be listed.
2. Source: Select a Source from the dropdown. The options available are populated from the Sources lookup
table.
3. Potential Value: Enter in a potential value for the lead, if known.
4. Salesperson: Select a salesperson to assign the lead to.
5. Pending Event: Select a Pending Event for the lead. The options available are populated from the Pending
Events lookup table.
6. Pending Date: Enter a pending date for the lead.
7. Create Location: Check this box if you’d like a new Location to be created when the Lead is added.
8. Create Lead Button: Click on this button to create the Lead.
9. Comments: Any information already added during the Sales Assistant process will be populated here such as
target pest selection and location of target pests. You may type in additional comments in this field as well.
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Sales Assistant Licenses
Sales Assistant Licenses will now work the same way as PestPac user Licenses. In other words only when a user is
logged in to Sales Assistant will a License be used. Licenses can be controlled by logging in to PestPac and adding
/saLicense.asp to the end of the PestPac URL. The access to view this screen is controlled by the License Manager
Access Right.
1. This will show the total number of Licenses that you have.
2. This will show the number of Licenses currently in use.
3. This will show the number of Licenses available for use.
4. Check next to the user you would like to Log Out. Any users Logged out will not be immediately booted
out of Sales Assistant; they will be able to finish with the Sale they are currently working on.
Once all of the users you want to Log Out are checked simply click the [Log Out] button. If a user tries to
access Sales Assistant when a License is not available they will be given a message containing a log out link
allowing them to log out the previous user that had entered via that computer.
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