Opening Letter from the Managing Director

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1 Opening Letter from the Managing Director We recently had a stand at the ARBS 2014 exhibition. Traffic was heavy which is great but we were also very pleased to see over a dozen existing TSM clients at the show. I would like to congratulate one of our long standing TSM clients Precise Air from Homebush NSW who took out the Outstanding Service & Maintenance Provider 2014 award. The runner up CCS is also a TSM user. It was interesting to note the varied feedback from the clients we saw. Some of them had not heard from us in a long time. This newsletter and other initiatives are an attempt to rectify this long standing issue. They all seemed happy to have someone to discuss their issues / use of TSM with and it became clear that many had not changed the way they use TSM since its installation. There have been significant additions and changes in TSM in recent versions and many of you would benefit significantly from a fresh look at your business and TSM use. There are many areas that these clients did not even realise TSM covered. As such, we are happy to have one of our consultants provide a 1 or 2 hour free consult to discuss your use of TSM and to see if a review of your business process and use of TSM would be of benefit. Please contact our office if you would be interested to schedule a free consultation with us. To Your Success, David Younger Managing Director The Service Manager (TSM) THE SERVICE MANAGER (TSM) Now you can find the hidden profits you don t even know you have

2 TSM Newsletter MAY 2014 Page 2 Viewing Time in the Calendar The calendar can be used for displaying time, instead of assignments, to be able to easily see time sheets which have been entered for particular dates or employees. To view time, change the drop down menu on the right hand side of the calendar to Time. Ensure the desired employees or employee groups are selected in the top right hand corner of the calendar. To see each Employee s time in a separate column, change the drop down menu in the top center to Employee. To see all selected Employee s times in the same column, change the same drop down menu to either Daily or Multi-Day. Time which has been entered for the displayed dates will appear on the calendar.

3 TSM Newsletter MAY 2014 Page 3 Viewing Time in the Calendar The calendar can also be used to show time for the whole week. This is useful if a technician s weekly timesheet report is adding up to less than the expected number of hours and you would like to identify where the gaps are. When looking at the calendar in timesheet mode, it will be obvious that the technician in question snuck home early on Wednesday afternoon (or was actually on site and forgot to record a timesheet).

4 TSM Newsletter MAY 2014 Page 4 Checking Assignments and Tasks in the Calendar A common support request we often receive relates to assignments or tasks not being visible in the calendar, even though they have been entered correctly. The usual explanation is that the calendar has been filtered to exclude the assignment or task that you re looking for. You are able to check these filters by looking at the calendar screen, in the bottom right hand corner. If this is not visible, you can see it by clicking on the Contract button. The image on the right shows an example of how this section should look to display all the information. Notice that the tickboxes include completed jobs, completed entries and hidden entries are ticked, and that the status, type, job dept., job status, job type and location filters are cleared. It is also worth remembering that if an employee s name is ticked, you will only see assignments or tasks for that particular employee. These settings are remembered for each TSM User, so just because your calendar is showing you what you want to see, that doesn t mean that someone else will see the same thing. QUOTABLE QUOTES... An organisation s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage. - Jack Welch You can t operate a company by fear, because the way to eliminate fear is to avoid criticism. And the way to avoid criticism is to do nothing. - Steve Ross

5 TSM Newsletter MAY 2014 Page 5 How Can Your Field Service Organisation Boost Customer Satisfaction? Customer satisfaction is a very important aspect that field organisations have to consider but at the same time it s also a challenging one because you have to understand the needs of your customers, connect your business value to them and create an impact on their buying decisions. However, this is one thing that is sometimes taken for granted even if we do know that this should be the primary goal of every field service organisation. If customer satisfaction is not given top priority in the first place, the other goals won t matter too much. If growth is your primary concern then you have to give more attention to customer satisfaction to succeed in your business. Always put the customer first. Make sure you meet their needs and always get their feedback to know if you are doing a good job and confirm that they are truly satisfied. Photo from mosquitojoe.com Assess and evaluate your customers needs carefully. Your field service technicians are usually the ones who deal with customers so you may get some useful information from them. They are also vital to customer satisfaction because they are the face of the organisation and are considered to be your revenue generators so they have to be trained very well in order for them to perform the work requested. Make sure your field workers are confident when they communicate with the customers. This will help build trust and customer retention. The field worker should always feel comfortable in speaking about the business and what has to be done to solve a problem. It might also be beneficial to have a role-playing activity or make them answer a few questions to know how they would react in certain situations so that they will know what to do whenever certain situations arise. You might think that this is too much work but also consider the fact that technicians interact with customers on a daily basis so this type of training would be very beneficial. You also need to make sure that you are sending the right technician that you know can do the job. Take note of specific requests if there are any. Focus on giving immediate solutions to the problems and also send the right resources so that all the problems will be solved quickly on the first call. It would also be good to put yourself in their shoes and ask yourself Will I be pleased if I were given this type of service? It sounds so simple that it s something that s always overlooked but if you put this as the first one on your list then you will always be on the right track.

6 TSM Newsletter MAY 2014 Page 6 Your Opinion Counts We would love to get your feedback on our first 3 editions of the TSM Customer Bulletin. We want the TSM Customer Bulletin to be a valuable information source for your business and hope the information and tips it contains can serve as a guide to discovering the additional benefits and features of TSM that you have not yet discovered. Please let us know what you think about the Customer Bulletin. Is this information useful? What other content would you like to read? Participating in the survey takes less than a minute. Follow the instructions below and you will be directed to our survey page. Your feedback is appreciated! Scan the QR code on the right to participate in the survey. If you don t have a code scanner, you can go to this link to participate: PAYPAL LEAD FOOT

7 TSM Newsletter MAY 2014 Page 7 TSM Events TSM AT ARBS 2014 The ARBS 2014 Show has been a huge success with over 7000 visitors through the doors over the three days. Our guys manning the stand were overwhelmed with the great response from everyone they spoke with. Congratulations to Sam and the team from Precise Air for winning Outstanding Service & Maintenance Provider 2014 at the Industry awards night which was great to see! If you were able to visit our exhibit thank you for your support. We are looking forward to catching up again in 2016! TSM AT AIRAH IN BRISBANE If you missed ARBS this year but still want to check out what s new in the HVAC & R industry, you might be interested to attend AIRAH Trade Nights in Brisbane if you happen to be around the area on the 19th of June, TSM will be exhibiting there again this year. We always enjoy our time at this event and look forward to seeing as many of you as possible. Entry to this event and parking is free so we hope to see you there! 230 Lancaster Rd Ascot, QLD 4007 BRISBANE RACING CLUB //THURSDAY 19th June Doors open at 4pm

8 TSM Newsletter MAY 2014 Page 8 LOGIC MINESWEEPER ABOUT THIS PUZZLE Logic minesweeper game is based on the famous computer game minesweeper. The numbers in each cell denotes the number of mines around that particular number. Your aim is to find all mines hidden in the game. We will be featuring a new puzzle again for you next month! Enjoy! CONTACT TSM We are here to help you! For any technical support or assistance, please call: Sydney (02) Melbourne (03) Brisbane (07) Perth (08) Or send an to: support@theservicemanager.com For other inquiries or if you are interested to purchase TSM products or services, please call: Sydney (02) Or send an to: sales@theservicemanager.com Don t forget about the TSM User Forum! With over 170 members, it is a great place to get support or tips on TSM from colleagues in your industry and others. If you have any features that you would like to see in TSM, please post your idea in New Features Suggestions section of the forum. index.php/forum TSM will be releasing a Customer Bulletin every month for you to be updated with the latest news, tips, future trends, promotions, and many others so stay tuned! TSM Newsletter Level 2, 62 Wyndham Street, Alexandria, NSW 2015 (02) mail@theservicemanager.com