ServMan's Automated Pre/Post Appointment Assistant (APPAA) is an advanced solution for both interoffice and client communications. The APPAA module provides the ability to use computer-based phone calls, email notifications and two-way text messaging for a wide variety of purposes including standard solutions for PM Management, appointment confirmations, technician call aheads and many others. The system is fully integrated with ServMan and requires no additional equipment.
If you are using APPAA for voice calling, you should record 2 different messages for each scenario you want APPAA to call for; one message to be played when a machine answers the phone and the other when a person answers the phone. For example, you would not want the option to Press 1 to speak to a customer service representative if you are leaving the message on voice mail. ServMan has the ability to distinguish between when a person picks up or a machine answers and will know which recording to play.
Advanced Page Tech Button – APPAA is used for interoffice communications including texting or emailing your employees via the Advanced Page Tech Button on the dispatch board. APPAA allows you to edit these messages on the fly as well as send messages to employee groups.
Appointment Reminders –APPAA is used to remind clients about their scheduled service appointments via phone calls, text messages or emails. APPAA batch processes these messages at the specific day and time that you choose. APPAA phone calls can be scripted to allow clients to confirm appointments, report the need to reschedule appointments, or even be connected to your office to speak with a representative. If using batch emails or texts for appointment reminders via APPAA, clients can simply reply to your email to confirm or request to reschedule an appointment.
Schedule PM Agreement Visits –APPAA is used to remind clients via phone calls, text messages or emails to schedule the maintenance visits that are provided under the service contracts you sell. These reminders are sent using the “Schedule Maintenance Orders” SmartView. You simply set the selection criteria to determine which accounts will receive the reminder, select your script and click “Contact with APPAA”. You can even use a call script that provides your client the ability to be forwarded back to the office so one of your CSRs can schedule the appointment for them immediately. As with appointment reminders, if you use emails or text messaging your client can reply to your reminder message.
Meet your technician –APPAA is used to text or email your clients with information about their upcoming service visit and/or information about the Technician who will be servicing them. This process can send an HTML email with embedded pictures and links or a text message with a link to a technician biography page. This feature works best when used in conjunction with status flips initiated by your technicians. When a technician changes the status on his order to enroute, that status flip can also trigger APPAA to send the Meet Your Tech message, notifying the client that the tech is on his way.
ServMan has recently added the ability to customize the message that will appear before the Meet Your Tech URL when sending Text Messages to clients. See the screenshot at the bottom of this page to see where to enter this information.
Technician Enroute – APPAA is used to call, text or email your clients when their technician is on the way. This communication is triggered by an order status change. For example, with ServMan Mobile when an order is put in a travel status like enroute, it will send a call, text or email to your client letting them know the technician will be at their house shortly.
Post Appointment Survey – APPAA is used to perform post appointment surveys with your clients. This can be done through our SurveyMonkey integration to gather Net Promoter Scores and analyze results through SurveyMonkey's tools or though ServMan’s Survey Module where the client responses populate the survey you have built in ServMan. For example, with ServMan Mobile when an order is put in a tech complete status it can send a call to you client with questions that they can answer using their phone, or an email with a link to the SurveyMonkey survey you have created for this purpose.
Collection Calls - APPAA is used to call, text or email your clients about unpaid invoices. The criteria and corresponding script can be based on the age of the invoices, so collection communications can escalate from a simple dunning message to more forceful reminders as needed.
Expiring Credit Cards - APPAA is used to call, text or email your clients to request updated expiration date information for credit cards on file that are ready to expire. If using a phone call to contact your client you can give them the ability to be forwarded back to the office so they may give you the new credit card information immediately.
APPAA will consolidate the usage and results information at the end of each day and email the report to the people of your choosing. In the below example, you will see the hours that APPAA placed calls in military time, beginning at 9AM and ending at 7PM.
If a client chooses to Opt Out of receiving APPAA Calls/Texts for PM calls, simply double-click Basic Contracts on the Mail Campaign tab of the client's record.
