This PHC workflow article is designed as a follow up to the PHC configuration article here. Please ensure your account is configured for PHC using the information in either PHC Level 1 or PHC Level 2.
Ensure Sales Reps, Crew, and Admin team members are on the same page for PHC work by implementing the steps outlined below. Let’s go through the whole process from taking a Lead through Payment receipt. This guide will include Best Practice recommendations to maximize efficiency for your team as you transfer or begin your PHC work in SingleOps!
Making the Sale: Lead Entered → Proposal Accepted
When a new or existing client calls or emails to ask about PHC, it’s important they experience great service on first contact with your company. Ensure you’re perceived as a reliable team of organized and thoughtful professionals right off the bat.
“People don’t buy you for what you do… what you do is not competitive. How you do it is your biggest competitive advantage: how you communicate, what your process looks like, your professionalism, ... Are you consistently doing things to differentiate yourself in a good way?”
-Mike Claudio, Owner of Win Rate Consulting
Here are some tips on first contact strategies to ensure a good experience for potential Clients:
- Website Visitors/Inbound Marketing - add a link to your website so that prospective clients can submit an estimate request from your homepage. See how other SingleOps businesses are using this to their advantage here.
- Calls - when a potential Client calls, ensure they are met with either an attentive answer from a client-focused professional, or a message which directs them to a place where they can request an Estimate (such as your website). Leaving a phone message is one further step, and the caller can easily contact the next competitor if they have to wait for a returned phone call.
Entering a Lead in SingleOps
Follow the steps below for a New Lead vs. Existing Lead.
Use when a new Lead is being entered (i.e. a Client Calls and asks for an estimate)
- In SingleOps, go to Jobs > Create Lead
- Customer: enter Customer name to populate existing customer or create a new Customer directly from the New Lead page using quick add
- If the Customer requires or requests specific information such as morning appointments or rushed services, Assign Tags at the Customer-level so that all Tasks and Jobs created for the Client will add those Tags by default.
- Notes: add any notes regarding the service request in Internal notes; this field will display on the Estimate Task notes for your Sales Rep
- Sales Rep: select the Sales Rep if you know who will be performing the estimate for this Job.
- Create Task with Lead: select this box to create a Task for the Estimate.
- The name of the Task can be changed, but will default to "On Site Estimate".
- Internal notes will populate automatically using the Internal Notes field entered previously.
- Check "On-site" if Estimate will be performed at the Jobsite.
- Tags: Verify or add tags on the Job such as urgency and schedule accordingly. If these were added on the Client’s profile, they will carry over to any Job for that client automatically.
- Save & Close to complete
- Schedule the Estimate Task during the initial call:
- Open the Calendar or Route Planner to schedule the created Task.
- Filter for Tasks only, then reference the Unscheduled Tasks & Visits section [or use the search bar to quickly find the Client name or Job (Lead) Number you would like to find].
A Lead may already exist in SingleOps, but not yet have an Estimate Task associated with it. The Lead may have been added manually, or it may have been created through a Client Portal submission from a potential or existing Client. If a Lead arrives from the Customer Portal, you will be notified and the entry will appear in your Leads list. If the Lead was added manually, it will remain in the Leads page until it has been converted into a Proposal or rejected.
Scheduling the Estimate
For any Lead that doesn't have a scheduled Estimate Task, the next step is to Contact the Client as soon as possible to schedule an estimate with a Sales Rep.
- In SingleOps, go to Jobs > Leads and note the Job # of the Lead
- Go to the Calendar to schedule the Estimate as a Task by clicking on the date and time for which it should be scheduled. Make sure you link the Lead by searching Client’s last name or Job Lead number and selecting in the dropdown list. Onsite should also be selected.
Tasks can also be scheduled using the Route Planner. For more information on how to schedule a Task, please refer to our helpful resource here.
Task Detail after scheduling:
Alternative Solutions for Creating and Scheduling Tasks
The steps outlined above offer a few options for how to create Leads and schedule Estimate Tasks for PHC Jobs. However, there are other workflows which may work better for you and your team. This list includes some other ways to ensure your Lead is entered, and the Task scheduled for your estimator:
- If Sales Rep is unknown at the time of Lead Creation: It is best to create a Task with no assigned Sales Rep. This will still appear in the Unscheduled Tasks and Visits section of the Calendar and Route Planner, and you can decide who should be assigned the task later on.
- If you want to schedule the Estimate Task while creating the Lead: In the Task portion of the Create Lead page, there are fields for start/stop which can be populated with the desired date and/or time for the Task (check the box for “All Day” if you would like to schedule the Task for an entire day).
- If you don’t want to use SingleOps to schedule your Sales Rep’s Estimate appointments: There is no need to create a Task with the Lead Creation. Therefore, do not select the checkbox for “Create Task with Lead” on the Create Lead page.
- If you want to start Jobs in the Proposal stage instead of the Lead stage: Some businesses find it easiest to start certain Jobs with the Proposal. For example, imagine a long-standing Client and friend of one of your Sales Reps asks the Sales Rep to take a look at his dying tree while at a social function. Rather than entering a Lead, then converting it, the Sales Rep might find it easiest to skip the Lead Stage and create the Job as a Proposal instead, saving time and expediting the process so that the Client may receive a Proposal more quickly.
Performing the Estimate
Once the Estimate Task has been scheduled, in-office steps are complete. Estimates are completed by Sales Reps in the field using a tablet (recommended tool).
- In SingleOps, navigate to the My Day page. This will include all Tasks and Visits scheduled for the day.
- Begin the day by Clocking in with the Clock In button
- Travel to the first On Site Estimate; navigation is offered by clicking on the Tasks’s address on the My Day page, then selecting your preferred map app
- Back in the SingleOps My Day page, find the Task’s line and select “Start Task” to log the beginning of this Estimate for your timesheet
- To use the Job Template created for Shrub PHC, begin the Estimate by selecting the arrow next to “Convert to Proposal” and selecting “Convert to Job Using a Template”
- In the “Convert to Proposal” section, Select the Template for PHC. This will open a new page called “Convert to Proposal”.
- Jobsite Hazards: for OSHA JSA compliance, enter any hazards at the site
- Items: If your Application pricing varies based on the size of a property or other variable, adjust the prices/costs for each Application here.
- Map: Under the Items table, select “Go to Map” to pin the shrubs, trees, etc. included on the Job, as well as any site-related pins. When all pins have been added, identified, and described (example in image below), select “Update and Return to Job” to save your pins and return to the Proposal Page
- Attachments: Photo(s) of the trees or shrubs included in the Proposal should be attached to ensure clarity and accuracy for your Crew.
- Attaching at the Job-level is recommended.
- Visibility of photos on documents (Proposal, Invoice, Work Order) can be adjusted in the Document Template section of SingleOps by your Admin users. By default, Photo files in JPG and PNG format are included on all documents by default.
- Client: Enter any notes for your client (will appear on Proposal/Invoices)
- Crew: Enter any notes for the crew, such as work details, gate code, etc.
- Sales Rep: your name should already be listed as the Sales Rep; if not, select your name
- Assignee: best practice is to leave this blank for now (Note: this may rely on your business’s workflow; please confirm with your business owner or admin)
- Tags: select any tags which should appear on the Job and Visits for the Job. This may include scheduling preferences, required equipment, etc.
- Populate Proposal Item details as needed
- Update & Close to save the Proposal
Accepting the Proposal
Verify the proposal details using the Proposal Preview link at the top of the Job. Then present the Proposal in the best way for your Client’s experience: either in person or via email.
In-person Proposal Acceptance
If the client is with you and wants to accept the Proposal onsite:
- From the Job Proposal’s detail page, select “Public Document Links”
- Find “Present Proposal” and click View to open to Proposal for your client on your tablet
- The client can view the Proposal, Accept, and enter their signature on this page.
- Make sure the “Send Proposal Receipt” checkbox is selected so your client receives a copy of the Proposal acceptance in their inbox.
Emailed Proposal Acceptance
If your client is not present, or wants to review the Proposal privately before accepting, the Proposal should be emailed promptly so the Client can view and accept it. To do this:
- On the Proposal page, select “Message”, then Send Email to open the email interface window
- In Template, select “Proposal” email. If your company has created a specialized PHC Proposal email, it may be best to use it. Please consult with your Admin for best practices on which template to use.
- Send the Proposal
- When your Client accepts the proposal, you should receive a confirmation email. Check with your company Admin to ensure this setting is enabled for you. It’s located in Admin > Account Settings > Email
Doing the Work: Visit Scheduling → Completion
Create & Schedule Visits
Once a Proposal has been accepted, ensure your Clients continue to experience excellence from your team by following up quickly to discuss scheduling and completing the work.
- If this was not already discussed during the Proposal stage, call or Email clients to explain the way PHC applications work - reliance on climate, etc. Ask if they have a preference regarding work completion days of the week, or time of day and add this information using Tags or Notes on the Job. They may need to schedule around when they can be home to bring pets inside or planned outdoor family events.
- In addition to scheduling, use this time to check in on billing and explain that PHC work is billed on a Per Visits basis as the work is completed. Therefore, invoices will be emailed on a somewhat irregular basis in conjunction with the timing of Visits.
Generating Visits for On-demand Jobs
When you’re ready to begin scheduling PHC work, you’ll need to create the first batch of Visits for Application 1 of all PHC Jobs created with the template. This is typically done by a PHC Operations Manager or Admin using a PC or Mac computer from the Route Planner tool in SingleOps (tablets/mobile devices are not recommended for Route Planner use). Visits may also be generated from the Job Management or Calendar pages, but the Route Planner is recommended best practice.
On-demand Jobs are different from other Jobs in SingleOps in that Visits are not created when the Job is created. Instead, SingleOps captures the Line Items on the Job, and how many times each of these should be done throughout the entire Job, and you create the Visits as they’re needed. This is ideal for PHC work because, as you know, applications occur based on variables such as climate and unanticipated weather events.
To begin creating Visits:
- From the Route Planner, go to Generate Visits
- A new window will appear. In the list of Items toward the bottom, select the checkbox for “Application 1”, then “Generate Visits” at the bottom. This will not immediately generate the Visits/ instead, a verification page appears.
- Based on your Item(s) selection, Visits suggested for generation will appear in a list on this page. This provides opportunities to adjust the Visits being generated in the following ways:
- Visit Name: If left blank, the Visit name will default to the Job Name (recommended)
- Schedule Date: Leave blank to schedule from the Route Planner (recommended). However, If all Visits are going to be completed on the same day, select the planned day of service in this field.
- Visits Included: expand the arrow to the right of the gray line “# Visits” to preview all of the Visits which will be created in this batch of generated Visits. If you want to omit specific Visits, deselect the checkbox to the left of each one.
- At the bottom of the page, select “Generate # Visits” to create the Visits.
For more information on On Demand Jobs, please check out this article.
Once generated, Visits can be scheduled in the same way as other Jobs. However, On-demand Jobs have added functionality through the Route Memorization tool. This is only available for Visits for On-demand Jobs. To schedule Visits using the Route Planner and memorize them for ease of scheduling the next round of PHC application Visits:
- From the Route Planner, use filters to view only the PHC Visits which were just generated and need to be scheduled. This can be done using the Items filter and/or the Operation filter.
- Navigate to the desired scheduled date for the Visits using the arrows or calendar at the top of the Route Planner.
- Enable the Select tool by clicking on the dotted box icon. Create a box on the map which includes all Visits you want to schedule by clicking on the map, dragging the box, and releasing. Selected Visits will turn from orange to red on both the map and the Unscheduled Tasks and Visits panel.
- Select “Add Drivers” under the Unscheduled Tasks and Visits panel.
- Locate the Driver who should be assigned to the Visits and select “Create Route” to the right of their name, in the column titled Create with Selected Events. This will add the Driver’s Route to the page, along with the selected Visits.
- Optimize Route: to optimize the Route, select the arrow to the right of the driver’s name, then select “Optimize Route”*
- The Visits will be arranged in the most efficient order, starting from the Route Operation Location
- To memorize Routes for future ease of scheduling, select the gray arrow next to the driver’s name again and select “Memorize Route”. This is only available for Visits generated for On-demand Jobs. It is not available for other types of Recurring Jobs.
- By selecting Memorize Route, SingleOps is updating the Job-level settings on each Job in the Route with the Visit Start/Stop times and the Assignee(s). Any changes made to these fields at the Job-level will interrupt the Memorization functionality.
*Optimization is a setting which must be enabled by a SingleOps team member. If it is not available on your account, please contact firstname.lastname@example.org and we will be happy to enable Route Optimization upon Admin user request.
Crew or Operator Users can see all of their assigned Visits, navigate to each one, and mark them completed as needed using the SingleOps Mobile App on a tablet (recommended) or cell phone. To do this:
- From the My Day page, clock in the Labor Resource(s) who will be completing the Visits.
- To navigate to the first Visit, tap the address of Stop #1. This will open Google Maps (or other Maps app) and provide directions to the first Visit.
- Once you’ve arrived, return to SingleOps and tap "Start" to begin work on the Visit
- Open the Work Order for the first Visit to view details, notes, tags, etc.
- Complete the work
- After the Visit has been completed, return to the My Day page in SingleOps and select "Stop", verify the time, then select "Update" to close the window
- Select “Complete” under Stop #1. This will open a new window.
- In the Complete work page, populate the following (if required by your company and/or government regulation):
- Verify Quantities: enter actual quantity used for each material (recommended)
- Jobsite Hazard: enter any existing hazards in this field (recommended)
- Weather Data: populate Weather Data in this tab (recommended)
- Select “Complete” to save and return to the My Day page
Managing A/R & Renewals
Once Visits have been Completed by Crew or Operator users in the field, they are ready for review and Approval. Completed Visits can be found on the Job Management page in the Completed Visits tab.
PHC On-demand Visits can be Approved using the same methods as other Visits - either by opening them individually and selecting “Approve”, or by selecting the box to the left of each and Approving them in a batch, as shown below.
Billing on a Per Visit basis with On-demand Jobs is efficient and simple with the Batch Invoicing. To send Invoices to all PHC Clients after Visits are completed:
- Go to Invoices > Open Invoices page in SingleOps
- Filter to find the invoices you want to include. Recommended filters:
- Stages - Approved (if Visits have been moved from Completed to Approved)
- Operation - PHC
- Apply the filters, then verify the results to ensure Invoices included are ready to send
- Select “All” to check the boxes next to each Invoices listed; if there are any Invoices you do not wish to include, deselect to the left of each Invoice.
- Note: Select All only includes the invoices on the first page of results. If you have more than one page of results, you can increase the number of results per page using the dropdown field or send each page of results individually.
- To send the selected Invoices, select “Batch Invoice” and prepare the emails using the Invoice Template (or PHC-specific template, depending on your business’s template setup)
Toward the end of the year, it is best to prepare for the following year by renewing Recurring Jobs. All Jobs should be renewed, whether they are single or multi-year contracts, because Jobs in SingleOps only span a single year (best practice recommendation).
Contract-specific Tags can help identify which Jobs should be renewed in the Proposal vs. Active Stage. For example, if a tag called “Contract Through 2023” is applied to a Job being renewed in November of 2022 for 2023’s work, it is best to renew in the Active Stage since the Client has already approved the work through the end of 2023. Conversely, a tag which marks a contract ending this year should be renewed in the Proposal stage so that your Client can review and accept a new proposal for the next three years of service.