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Field Complete Guide: Sample Operations Flow

While the workflow can vary, this is an example of dispatch working with contractors, and estimators.

Updated yesterday

INTRODUCTION

Overview

This guide is designed to help you easily understand and use Field Complete through a workflow template. It breaks down everything you need to know, from creating new jobs to communicating with vendors, into simple, step-by-step instructions.

Purpose

Establish a uniformed workflow that allows team members to focus on customer satisfaction, fortified vendor relationships, and commitment to business growth.

Key Features

Field Complete is designed with helpful features to simplify your operations:

- Easy Work Order Creation

- Simple Scheduling and Assignment

- Quick Attachment Uploads

- Direct Communication Tools

- Clear Progress Tracking

GETTING STARTED

System Requirements

To make sure the software runs well on your device, here are a few things you'll need:

- Operating System: Windows 10 or newer, or macOS 10.15 (Catalina) or newer

- Internet Connection: A stable internet connection (like Wi-Fi or mobile data)

- Web Browser: The latest version of Google Chrome, Mozilla Firefox, Microsoft Edge, or Apple Safari

- Device: A computer (desktop or laptop))

Job Entry Requirements

ALL work orders that meet criteria must be entered into Field Complete.

- Complete Address for Service

-Contact Information for Service Location Access

-Job Scope to be provided for Vendor

Mobile App Installation

Field Complete is 100% cloud based, and does not require download. On the go users can download mobile app on any android or apple device:

Downloading the Mobile App (if applicable)

STEP 1

STEP 2

  • Login : The same credentials for the Field Complete Web Hub will be used for the mobile app.

    • Potential Limitations: Extended features, as well as access to mobile app, can be restricted by company Administrator. Should you have mobile access limitations, please contact your company administrator.

A. Field Complete Project and Job Creation

Location: Create a Job Form

Step 1: Click on “Create a Job” and enter following information

Service Location (Requirements)

  • Address and Contact Information: Enter Information specific to where the services will be provided. Notes will be related to instructions and/or access information so Vendor can quickly check into Job.

    • Note: Address will be validated via Google Maps feature on FC

  • Important Info: Service Locations are stored for future use, and prior to entering a new location, it is advised to first enter the address to confirm whether it is already filed.

Customer (Requirements)

  • (Customer)Company Name: As the billing party, it is important e-mail and contact information is accurate. Should the customer be a company, ensure that company name is accurate prior to creating job.

    • Note: Important to first search for existing customer to avoid duplicates and accounting confusion

Project (Requirements)

  • Project ID: Project ID is edited to reflect work order.

    • Note: ID can be edited if needed(inc. Numbers or letters)

  • Job Type: Select Job Type which accurately reflects the Job.

    • Note: Job Type will be visible for Customer & Technician/Contractor

  • Branch: Select appropriate branch to reflect location of service.

  • Job Description: Job Scope from Portal/E-mail/Call.

    • Note: Job Description will be visible for technician/contractor

Note: additional information can be dded as needed, in addition to custom fields to structure what valuable data is added within Projects, Jobs, Customers, and Invoices

Step 2: Click on Create: (A Project will be created, along with a Job)

Location: Job View (Click on Job ID)

Step 3

  • Set Job NTE

    • Technician NTE is viewed by Vendor, and guide to their NTE

    • JOB NTE is internal and guide for Project Manager

Things to Know:

  • The user that creates Project will be assigned as Project Manager

  • Once Project is created, it can only be canceled, and not deleted

  • Invoicing, and Estimates are managed at a project level

  • Jobs are dispatched to technician/contractor, NOT Projects

B. Upload Attachments

Location: Project View (confirmed by “Project [ID]” at the top left)

STEP 1

  • Project tab labeled “Attachments”:

    • Project Files Section: Upload PDF of received work order

      • Screenshot of received e-mail or presentation from portal

    • Block labeled by Job ID and Job Type: Upload images related to work order, such as pictures of damages, address, or related files that assist vendor

    • (All) attachments have the option to be shared or hidden for customer

STEP 2

  • File Management: Click on select all at (top left) to view file names, share status, and uploader

    • Update file names to reflect attachment (i.e.; front_door.jpg, damaged_flooring.jpg)

    • Hide files that will not be shown to customer or technicians

Things to Know:

  • Attachments can be deleted

  • Limitations for uploads include video, obscure file names, and files that exceed 15mb

  • Attachments be stored, and hidden for internal use

C. Communication (Job Start)

At this stage, all work order information is stored in Field Complete. Next step is coordination with Vendor and Service Location.

Location: Scope Tab in Project View

STEP 1

  • Contact Vendor: Based on Branch and Job Type, identify highest ranked Vendor

    • Communicate via phone/email to confirm Job Availability:

      • Based on verbal confirmation: Assign & Schedule Job

        • Date is based on earliest date requested by customer

        • Assignee is Contractor Account on Field Complete

    • IF no communication with original Vendor:

      • Contact next Vendor after first arbitrary timeline set by provider

    • IF no Vendor is located by the arb. date

      • Assign Job to FC Support & Send email

        • Email must have Job ID and Time Limit

        • [TIME LIMIT] for FC to notify if no Vendor is available

  • Vendor Actions: Vendor is expected to APPROVE Job via Field Complete, which grants the following information:

    • Job Scope

    • Attachments

      • IF VENDOR IS UNABLE TO ACCEPT:

        • Project Manager is responsible for accepting job on their behalf, and scheduling accordingly

(After Job is accepted) Location: Messenger Tab in (Job View)

STEP 2

  • Confirm with Vendor: Confirm coordination made over phone/email via messenger on Field Complete, and ensure they reply

STEP 3

  • Communication with Customer: (Outside of Field Complete)

    • Notify customer Job is confirmed

      • CONFIRMATION with tenant that schedule is acceptable

    • (If applicable) Update outside portal that Job is confirm

Things to Know:

  • Lack of communication with Vendor -> Contact Management

  • Lack of communication with Customer -> Contact Management

  • Technical Errors -> Contact FC Support

D. Tracking Job Progress

Project Manager is responsible for tracking Job progress.

Location: Job View

STEP 1

  • Job Confirmation: (Prior to Scheduled Date/time)

    • Job Status MUST be listed as scheduled

      • IF NOT, Vendor does not have access to Job Details and acceptance is not confirmed

Location: Job Messenger

STEP 2

  • FC confirmation information is available for Messenger: Customer has communicated via messenger, and Vendor has replied that they can view messages, and Job is on track

Location: Job View (During Scheduled Date/Time)

STEP 3

  • Job Tracking :

    • Ensure Job Status is updated upon arrival. For Example, “on the way”, “ in progress”, “completed”

      • VENDOR is instructed to update Job status, BUT, Project manager is responsible status is up to date

Things to Know:

  • ANY communication with vendor is MUST be noted within JOB VIEW

  • Canceled or Rescheduled Jobs MUST be updated immediately via Job Status

E. Communication (Job Completion)

The Project manager is responsible for communication with the customer, and after Vendor confirms completion.

Step 1:

  • Call customer AFTER Vendor has confirmed completion

    • Communication is made via phone/email, and updated on Field Complete

      • Fields are available on right pane to reflect Customer approval

    • IF Job was not completed successfully, communicate with Vendor immediately to gather details, then communicate with management

    • IF Job was completed successfully,

F. Job Completion Follow Through

As Job is completed, VENDOR is expected to update Job Scope and upload relative attachments. However, Project Manager is responsible for assuring Job details are updated and forwarded to Estimator.

Location: Job Messenger

STEP 1

  • Vendor Communication: Communicate with Vendor to receive details upon Job completion.

    • IF NO COMMUNICATION, contact via phone/email to ensure there were no complications. Given communication must be noted in Field Complete.

Location: Job Attachments

STEP 2

  • (After) Job Attachments: Ensure Images have been uploaded to confirm Job was completed successfully by VENDOR.

    • Note: FC Support MUST be contacted immediately if Vendor is unable to upload images, or either end is able to view uploaded attachments.

      • FC Support will confirm status of technical support

  • REVIEW all files: Click on “Select All” to audit file names, and confirm which files will be shared with client.

Location: Project View

STEP 3

  • Project Manager Checklist:

    • Job Completion details are provided by Vendor

    • Attachments reflect completed Job

    • Customer confirmation Job was completed Successfully

STEP 4

  • Assign Project to Estimator

Things to Know:

  • PROJECT MANAGER is responsible for successfully handoff to Estimator

  • Once handoff is made, PROJECT MANAGER is confirming Vendor responsibilities are completed and Customer is satisfied with completion.

G. Estimator and Financing

Once PROJECT MANAGER hands off Project to estimator. Estimator is responsible for creating line items to reflect services provided, and/or creating Estimate for Customer. Estimator MUST have everything needed within Project at this stage.

Location: Project View

STEP 1

  • Job Scope via Line Items: Estimator will create Line items based on Job notes and attachments provided by VENDOR, and VERIFIED by Project Manager.

STEP 2

  • (IF) Estimate is Required: Estimator will assign Project back to Project Manager for dispatching, and COMMUNICATE via MESSENGER.

    • Once Project Manager confirms via Messenger that Job will be dispatched, ESTIMATOR completes hand-off.

  • (IF NO) Estimate is Required: Project is assigned to Accounting for Invoicing.

    • Once Project is assigned to Accounting is completed via Messenger, and hand-off is completed once Accounting confirmed.

      • Note: Accounting user will need to be manually added to messenger conversation at Project Level

BEST PRACTICES

Here are some simple tips to get the most out of Field Complete:

- Keep Information Updated: Always try to enter accurate details for jobs and customers. This makes everything run smoother.

- Contact FC Support: Openly contact FC Support should you see error messages, or you feel anything is functioning incorrectly.

- Ask Questions: If you're not sure how to do something, don't hesitate to check this guide or contact management.

- Regularly Check "Quick Stats": Having reports saved to ensure no Jobs go unattended.

ISSUE RESOLUTION

Don't worry if you run into a problem! Here are solutions for common issues:

Issue 1: Software Seems Slow or Stuck

STEP 1

  • Check Your Internet: Make sure your internet connection is working properly. A slow internet can make the software seem slow.

  • Restart Your Browser/App: Try closing the web browser or mobile app completely, and then open it again.

STEP 2

  • Restart Your Device: Sometimes, a simple restart of your computer or phone can fix temporary issues.

  • Contact Support: If it's still slow, contact our support team. They can help investigate further. [email protected]

Issue 2: Can't Upload Photos

STEP 1

  • Check File Size: Photos that are too large might take a long time to upload or fail. Try resizing them if possible.

  • Internet Connection: Ensure your internet connection is strong and stable.

STEP 2

  • Try a Different Photo: See if you can upload a different photo. This helps determine if the issue is with the specific photo or the upload feature itself.

  • Contact Support: If you're still having trouble, our support team can assist. [email protected]

ADDITIONAL RESOURCES

If you need more help, here are some other places you can look:

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