The Service Reminder feature in ServiceBox allows automated follow-ups, prompting customers based on the time since their last closed work order. This boosts customer satisfaction and helps maintain service intervals effectively.

Overview

Service reminders can be configured to alert customers at set intervals, ensuring timely follow-up and service efficiency.

Activation

To activate the Service Reminder feature:

  1. Go to the Plan tab.
  2. Select Features.
  3. Check the box to activate Service Reminders under general features.




Configuration

After activating the feature, configure settings in Settings > Customer > Service Reminders. Adjust the default reminder schedule, email content, and format to match your needs.


Service Reminder Settings Breakdown

These fields are critical for configuring reminders effectively:

  1. Months before Service Reminder: Define the interval in months between reminders after the last service.
  2. From Name: Specify the sender's display name for emails.
  3. From Email: Set the sender's email address.
  4. CC Email: Add extra recipients in the CC field if needed.
  5. BCC Email: Use this field for hidden recipients.
  6. Read Receipt: Check to request confirmation when emails are opened.
  7. Subject: Customize the subject of the email.
  8. Email Body: Compose the content with placeholders (e.g., {{customername}}) for personalization.



Enabling Reminders for Customers and Job Sites

To enable reminders for customers and job sites:


Customer Add/Edit: In the customer profile, set the flag at the bottom of the screen to enable reminders for all job sites associated with the customer. 



Job Site Add/Edit: In each job site’s profile, you can configure reminder settings. Enter a unique email address if you want reminders sent to a different email than the customer's default. A read-only field displays the date when the last reminder was sent. 



The 'Last Service Reminder' sent date is used by the system to make sure reminders are only sent out once.


Reminder Process

The system automatically handles the reminder process using the following steps:

  1. It identifies all job sites that have no open work orders.
  2. It checks whether the latest closed work order was within the specified reminder period and if it was closed after the 'Last Service Reminder Sent' date.
  3. For qualifying job sites, an email is sent based on the template and configuration you’ve set up.



Specifying Email Addresses

In the Service Reminders section for customers and job sites, you can specify email addresses for reminders. This can override the default email for greater flexibility:

  • If an email address is specified in the job site form, it will use this address.
  • If not, the system will use the email address from the customer profile.
  • Multiple email addresses can be entered by separating them with a comma.


Summary

By configuring the Service Reminder feature, you can ensure timely communication with your customers, helping to maintain service schedules and customer engagement. With customizable settings and dynamic content, you can tailor reminders to meet the needs of your business and clients.