Rapid Service Request (RSR) - Send an Invite and Accept a Job – Rapid Works Knowledge Center

Overview

RSR simplifies customer service requests by providing a platform for customers to submit their service needs. Once you accept the job, customers can effortlessly track the progress of their request from initiation to completion.

Benefits

RSR streamlines customer engagement by offering a user-friendly interface for service requests. The ability for customers to monitor job status in real-time enhances transparency and fosters a sense of trust and satisfaction in the service provided.

Specifics

Classify the equipment sizes

All equipment sizes must be classified in the ERP by going to the orange RW button on the top left corner of the program and select Equipment Sizes.

This will open your equipment size list. You will need to go one by one and double click each size type and map it to its appropriate classification.

Once you have classified all your equipment sizes, you will need to invite your contractors to use the RSR application.

Invite customers

From the Play Store (Android) or App Store (Apple) have them download “Rapid Service Request”.

To invite a contractor to the RSR Application, go to Sales - Customer, select the desired contractor, and find the invitation section at the bottom left.
Simply drag the contact's phone number or email from the bottom right Contacts area to the Rapid Service Request Invitations area.
This action triggers the sending of an activation code, allowing them to register for the RSR Application.

Once the customers register with the invitation code, they will be able to start submitting requests for service.

Note

The invitation emails and text messages are customizable in Company - My Company - Messages & Disclaimers.
The text message can be tailored in Program Messages - Rapid Service Request, and the email subject and body in Email Messages - Rapid Service Request.
By default, the system sends out the Default message and email to clients. However, you have the flexibility to add, edit, or delete additional messages.
Upon opening the editor, a yellow tooltip will guide you in using placeholders to insert the invitation code and any supplementary information.

Accept a Job after the client has submitted the request via RSR application

All pending requests will show up in Jobs - Dispatch under the Waiting List on the day of the service.
To accept the job, double click on it to open the Add/Edit Job Information window, and change the status to Ordered, Awaiting Confirmation or Confirmed.

The job will move to the Standard Jobs tab.
If you set the job status to Ordered, you can send a text message to the customer by right-clicking on the job in the Dispatch grid, select Customer - Send SMS/Text - Request Job Confirmation.

Sending a text message or setting the status to Awaiting Confirmation will prompt your customer to confirm the job in the RSR application.