Sales Assistant Manual -...

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.



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.





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


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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.





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


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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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Screen.




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


12. 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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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.



Screen.




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.









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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.



Screen.




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.





***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.



Screen.

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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.



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.



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.


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


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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.



Screen.

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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.


server.


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.







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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.


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


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


6. Page Heading: The Page Heading displayed is based on the options selected on the Page Configuration Screen.

45 | P a g e

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






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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.



Screen.



4. Customer Name/Address: The customer’s name and address that was entered on the Diagnosis screen

will be displayed in this area.


6. Start Over: Click Start Over to return to the Diagnosis screen.


server.


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.



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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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


4. Customer Name/Address: The customer’s name and address that was entered on the Diagnosis screen will be



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.



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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.

Date post:	09-Mar-2018
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