EMS LIVE! CONFERENCE. Managing Complex Requests: Ensuring a Smooth Workflow. Jenni Ojala EMS Software Director, Professional Services October 17, 2017

Transcription

1 EMS LIVE! CONFERENCE Managing Complex Requests: Ensuring a Smooth Workflow Jenni Ojala EMS Software Director, Professional Services October 17, 2017

2 Step #1: Determine Your Workflow 2

3 Workflow Example: Drexel University

4 Status as a key to managing your workflow Drives workflow (Dashboard) Triggers notifications Determine your workflow first, then create the statuses 4

5 Example Workflow Request comes in as Web Request Events Office gives initial approval and changes to Waiting for Room Owner Approval This creates a notification that is sent to the room owner Room owner changes status to Confirmed This sends out notifications to service providers 5

6 Places where status matters Dashboard Manage Services Colors in the Book Browser, Calendar Reports, Automated Reports Is event information displayed online or not Notifications based on status 6

7 Notification Rules for Space Owners Type of event (new vs change) How close to booking date Source Room Event Type Status 7

8 Notification Rules for Service Providers 8

9 Notifications based on User Defined Fields Configuration Other User Defined Fields 9

10 How will you be notified? By or in the Dashboard 10

11 Dashboard Can be used to track: Everyday user requests by status Notifications Reminders Bookings with reconfirm dates Bookings with Wait List type status Talk on the Dashboard at 9.15am tomorrow 11

12 Group Notification Rules Notifications for the person who has requested the space Do you still need the space? If not, cancel it. If yes, reconfirm it. You had an event with us yesterday. Here s a survey! Talk on Group Notification rules at 10.30am tomorrow 12

13 How to pass information around your organization through EMS

14 Comments Configuration Other Comment Types Extra information about a Reservation, Booking, Booking Detail, or a Group Can be pre-configured or comments can be created as needed Displays on Confirmation and Invoices (typically in the header, but can be displayed in the Confirmation Footer) Internal will never show on Confirmations and Invoices 14

15 Comments - Examples Attached to a Reservation, Booking, Booking Detail Directions (pre-defined) Parking Information (predefined) Event Information Event Follow-Up(Internal) Event Coordinator Notes (Internal) Contact Log (Internal) Attached to a Group (automatically internal) Food allergies VIP status Past Due Payments Other Group Warnings 15

16 Reminders Configuration > Other > Reminder Types Displays in: Dashboard to remind you Dashboard to remind other EMS users Can be attached to Confirmations and Invoices for the customer Unlike Comments, Reminders have a due date! Anytime you use a sticky note use a reminder! Internal: will never print on Confirmations or Invoices Attach to Reservations, Bookings, Service Orders, and Groups. Can also be unattached 16

17 Reminders - Examples Attach to a Reservation / Booking / Service Order Any due dates (payments, deposits, contract, headcount, etc.) Permit Required Open building early / unlock door (internal) Follow-up call/ to customer (internal) Attach to a Group Renew insurance certificate / registration Update contact information Unattached Update holidays / building hours in EMS Run quarterly statistical reports 17

18 Standard Reminders and Comments in Event Types Comment Types and Reminder Types that are attached to an Event Type will automatically be created for all events of that type. Reminders will have a default due date based on booking date or event date. 18

19 Questions?