Customer Hub
Overview
Customer Hub provides a convenient way to initiate service requests using the Service Request Forms. The customer can fill in the required details in the comfort of their home. They can click on the direct URL to access the Service Request Form or log in to the Customer Hub to request a service. Using Customer Hub, the service requests and jobs are tracked and managed properly. It provides a more effective way of managing customer requests.
Submitting Service Request Form?
The Customers can click on the Service Request Form and fill in their personal information and service details.
- Enter the First Name, Last Name, Email, Phone, Address Line, City, State and Zip Code
- Select the Service Type
- Select/Enter the date on which customer prefers to contact them/come for service
- Select/Enter the time at which customer prefers to contact them
- Click +Add Additional Information button to add the Additional Notes and upload the images/documents.
- Click the Submit button to save the details. On clicking the Submit button, the customer receives an email confirmation and login information to the Customer Hub. Also, the service requests will be displayed on the Requests page of the ReachOut Admin module.
NOTE: Once the customer submits the service request form, they will receive a notification email.
Customer logs into the Customer Hub
Customers can click on the URL received via email on form submission or when the email is entered on the login page, to log in to the Customer Hub. This URL will be active for only 2 hours. The login will get extended every time you log in with the link before it expires.
After 2 hours, when the URL expires, the customer will be navigated to the Customer Hub login page, where they can enter their email id. The Customer will receive the new login URL through email to log in to the Customer Hub again.
Customer Hub Home page
Customers can request services in two ways:
- Through the Service Request Form as mentioned above
- Using the New Request form while clicking on the New Request button
The service requests created will be displayed in the Requests tab. The Requests tab displays the Service Request ID, Service Type, Job Location, Request Date & Time, Preferred date & Time along with Request Status.
Click on the request to view the details, such as Request Name, Status, Lead Address, Requested Date, Preferred Date, Preferred Time, Attachments and Additional Notes.
Service Request Status
The service request may have any of the following statuses:
| Status | Action taken by |
| New | The new service requests require Account Admin’s action. |
| Accepted | The Account Admin accepts the service requests. |
| Resolved | The service request is addressed without confirmation from the Account Admin or if it gets converted into a Job/Quote. |
| Rejected | The Account Admin rejects the service requests with valid reasons. |
The service request status will be displayed at the right side of the Requests tab.
Once the customers have requested for service, the Account Admin needs to take necessary actions to accept the request, convert the lead to customer and change the request to a job.
Work Order/Inspection
The requests which get converted to Work Orders/Inspections by the Account Admin will be displayed in the Jobs tab of the Customer Hub.
You can view the Job Name and ID, Job Location, Start Date & Time, End Date & Time and Job Status.
Click on the job card/three dots and the ‘View Job’ option to view the job. You can view the Job Name, Job Location, Job Status, Start Date & Time, End date & Time, Field Agent Name, Attachments and Additional Notes.
Click on the View Request button to view the service request details.
