Thank you for taking the time to meet with me to discuss how we can improve the software.  The conversations have been insightful and I think we are well on our way to making huge improvements in your process that will save a significant amount of time and streamline the overall dispatching process.

In this communication, I want to summarize the conversations, layout our initial plan and then solicit additional feedback on the mock-ups that we have already put together.

As everyone experienced, the hour long call went by quickly and the focus was on the start of the process.  On occasion we were able to talk about what happens after the call was completed, but in general I think we will need more conversations there to get a better understanding of all of the improvements we can make, especially for the technician on the app.

The summaries below represent the majority opinion of what was discussed. Naturally there were other ideas expressed and different needs in each of these steps depending on company size, but this represents our first attempt to find common ground across the conversations.

Summary - Booking Process

• Search for Customer
• Double check/Confirm Information - Update as needed
• Add the call details
• Assign the call to a tech

Summary - Post Call 

• Ability to view what happened on the call
• Ability to mark things for follow up
• Ability to make sure that things marked for follow are completed

Summary - Desired Features

• Telephone Integration
• 2 Way Text
• Drag and Drop
• Better way to determine proximity of one call/tech to the next appointment
• Notes/To Do List/Reminders
• App - Technician Layout
• App - Dispatch from App

Summary - Critical Issues

• Having information available when making decisions
• Eliminate the back and forth with the customer record
• Eliminate scrolling
• Speed of software during the process
• App - reduce the syncs

Summary of Approach for 2021

We are not going with a big-bang approach, but rather an incremental approach.  We feel there are a number of items that we can address RIGHT NOW and are planning to do so - see video.  Then, while we are working on the immediate items, we will be planning for the major items.   As a result, we will have multiple projects going simultaneously for the better part of the year.  Here is a high level project plan:

• Phase 1 - Immediate
  • Faster search and customer recognition
  • New Create Call Layout - ability to confirm/update data and eliminate scrolling
  • Notes integration
• Phase 2 - Early Summer Rollout
  • SMS - Two-way Text
  • To Do List/Reminders
  • "Zones"
• Phase 3 - Fall Rollout
  • Drag and Drop
  • App - Technician Layout
  • App - Scheduling from App
  • Questionnaire integration into service call information
• Phase 4 - Late Fall/Early Winter
  • Telephone Integration

KEY CONSIDERATION - we cannot rollout Telephone Integration until thoroughly tested and we will not take the risk of phone issues during the summer, so while we will be working on it over the summer, it will not be rolled out until the end of the year.

Next Steps for Focus Group

1. Review Mockups for Immediate Work
2. Schedule time for post-call discussion and for tech discussion (app focused conversation)