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Revision as of 13:54, 19 August 2019
Contents
Setup
Workshop & Training Session 2: Session 3:
General Tab
On this tab you can change the Category Name and the Budget Multiplier. The Budget Multiplier will take the budget you type in on the summary page and add this percentage to it. This will increase the budget to a goal and increase the jobs needed to achieve this goal. By having a goal it sets your sights a little higher making it more likely that you will achieve the budget.
KPI Tab
On this tab you can set certain KPI's that are expectations for the company as a whole. On the summary page it will display the revenue missed when the company is not achieving these numbers and will show you what you would be on track for if you would be at these numbers. When you are able to see this it will let you know if you have a marketing issue... meaning that there are not enough jobs to hit budget because the KPIs are where they should be. This will also show you if it is a performance issue because there maybe plenty of jobs and the company would be exceeding goal if the team was performing at the right numbers.
Department Tab
On this tab you can Create a department or separate tap on the DMR... Example: Sales Service Install, Call Center. Here you are also a Set Average Sale, Average Ticket, % of revenue (meaning what percentage of the total companies revenue is made up by this department). You can choose if it applies to the Budget or not.. make sure you do not double count your revenue. You are able to rename sections here as well on the DMR as well.
Types Tab
On this tab you can Setup the types of KPIs that you want to track.
Dollars Per Lead: This is the total revenue brought in divided by the total number of jobs ran.
Avg Ticket: This is the total revenue divided by the completed service/install jobs or sold sales jobs.
Fixed Call Number: This means total calls ran. Example: run 30 Calls/Jobs.
Fixed Sales Number: This means number sold. Example: Sell 10 clubs.
Percentage of Sales Calls: This means having a certain % to all jobs Example: 10% of all jobs ran.
Total Revenue: This is the total revenue sold. Example Sell $100,000
Include Summary: means it will take jobs and revenue and add up in the summary if you have this set for no it will exclude it from the summary.
Track Runs: Will track if a job or lead has been ran if set to yes.
Track Revenue: This will show any revenue tied to the job if set to yes.
Track Generated: This will track leads generated from service if set to yes.
Tech Levels Tab
You are able to set different expectations and goals for each person in the company based on experience and ability. You will be able to set minimum expectations and goals to all "Types" of goals you entered. The system comes with 8 levels by default with different expectations at each level. All you need to do is click the drop down next to "Techs" and add all team members in to a level that you would dispatch any type of job to and anyone you want to show up on the DMR.
Add users to the DMR http://www.thermogrid.org/dmr.html
Reading/Using the DMR
DMR Summary Tab
Type in your budget at the top in the cell monthly budget. Click the link next to "Working Days" and make sure all working days are grey and non working days and holidays are white. This will give you a summary of the entire company and what is needed per day to achieve the goal.
The indicator will track what you would be on track for if the performance was at the expectation.
http://nebula.wsimg.com/5dfde4433891b4c646f5560dea30f0f2?AccessKeyId=AA19C13E8A4EF537D068&disposition=0&alloworigin=1
DMR Sales Tab
In the picture "Total Sales Calls" is actually the number of jobs dispatched to the individual.
History will give you a history of everything booked, dispatched, moved etc.
If the numbers do not add up you can click "recalculate"
Red is below expectation, Yellow is above expectation but below goal, and green is above goal.
Next call means sell it at that amount to get back on track to achieve your goal... then it goes to next 2 and 3 Calls/Jobs.
Run rate is calculating what revenue will be in the end of the month if everything continues the way it is currently.
*To ensure all info shows up where it needs to make sure you check the items properly on the order submit page. For more info click Which boxes should I check.
DMR Service Tab
When a job is dispatched to a tech it will add a number under the text on this report labelled "Dispatched Jobs" your report may be labeled something else and you can edit with the instructions above.
When a tech adds an order to the call it will add a number under the column listed as orders created. The first average ticket is based on revenue versus jobs and the second average ticket is due to orders verses revenue. Run rate is calculating what revenue will be in the end of the month if everything continues the way it is currently. Number of callbacks may need to be manually put in.
*To ensure all info shows up where it needs to make sure you check the items properly on the order submit page. For more info click Which boxes should I check.
Opportunities: Total 12+ jobs dispatched to the tech as a lead.
% of Total: % of 12+ jobs verses total jobs dispatched to the tech.
# Generated: How many were generated into a sales lead... this happens when a sales job is added and it asks if it a tech lead. Must follow job flow for this all to tie together.
% Generated: This is the % generated verses 12+ jobs dispatched.
# Ran: This is the number of generated leads that were ran.. this happens when a sales rep adds an order to the call.
% Ran: This is the % of leads ran verses total generated.
# Sold: Number of leads sold.
Conversion Rate: Total sold divided by total 12+ Dispatched
Total Revenue: All sales revenue that came from generated 12+ jobs (sales person would check the box
*To ensure all info shows up where it needs to make sure you check the items properly on the order submit page. For more info click Which boxes should I check.
Opportunities: Total Club Opp jobs dispatched to the tech.
% of Total: % of 12+ jobs verses total jobs dispatched to the tech.
# Sold: Number Sold: Number Sold
Conversion Rate: Total sold divided by total 12+ Dispatched
*To ensure all info shows up where it needs to make sure you check the items properly on the order submit page. For more info click Which boxes should I check.
DMR Install Tab
Opportunities: Total Install jobs dispatched to the tech as a lead.
Total Revenue: Revenue Installed as a lead
Average Ticket: Average Ticket
Run Rate: Run rate is calculating what revenue will be in the end of the month if everything continues the way it is currently.
Call Backs: May need to be entered manually.
*To ensure all info shows up where it needs to make sure you check the items properly on the order submit page. For more info click Which boxes should I check.
If the Install is tied to a sales job and order you do not need to check the box next to "Residential HVAC Installations Replacement" or IAQ on the submit page of the order, it will auto transfer to the DMR.
If the install job does not have a sales job in the same call in fornt of it you will need to check the box "Residential HVAC Installations Replacement" or IAQ on the submit page of the order.
Understanding How Numbers Flow in the DMR
First Column
1. The first column for Sales, Service, and Install (for install it will also add the revenue) will have a number show up for the individual when a job is dispatched. The Job info must be setup correctly. SEE HERE
Example: If we have a job Scheduled for May and we dispatch it to a team member they will get an additional number in the first column of the DMR. If we want the number to be in April we would reschedule the job for April.
Second Column & Revenue
2. For sales and service the second column comes from an order being submitted and it will tie it to the month the job is scheduled for.
Example: If We have a job scheduled in May and a tech adds an order to the job and submits it, there will be an additional number added to second column in May.
If we need to move the revenue from one month to another
1. Go to the "order" and change the status to open, this will pull the revenue and the number in the second column out of the DMR for the month in question.
2. Reschedule the job for the month you want the revenue to show up in and have the technician or sales rep resubmit the job.
3. To move revenue of an install all you have to do is move the install job to the month you want you do not need to do anything with the orders.
If we have a tech oncall and we need to add the order to acall and job not created yet.
1. Go to the "order" and change the status to open
2. Create the call and the job for the client, then dispatch to the tech that performed the work at the time and day they did it. (Make sure the Catagory, Department, Job Type(s) are all correct)
3. Copy the job number
4. Go to the order the tech created previously on the client information screen and paste in the job you want the order to tie to.
5. Go to the submit page of the order and check the appropriate boxes and submit the order.
Matching appointments to the DMR
When booking a job the category represents the category in the DMR report.
Screenshots
Change Names of category (Calls, job page)
This drop dow area is strictly for the DMR and for the Call Center Department. To change these you would go to Reports, Daily Management, Settings, Choose a Category, then go to types. The ones that will change this area are in the Call Center Department.
This drop down area is strictly for the DMR and for the Service, Install or Sales Department. To change these you would go to Reports, Daily Management, Settings, Choose a Category, then go to types. The ones that will change this area are in the Service, Install or Sales Department.
The drop down area to the right for the category and department can be changed in the DMR as well. This all can be done by following the steps above.
Common Challenges
Data not showng up in the DMR.
1. Check the job is dispatched o the tech or representative.
- If an order created already and submited, unsubmit the order then assign the job to the tech.
2. Check on the "job info" page, make sure it has all info on the right. Category, Department, and Job type(s)
- If an order was already submited, unsubmit the order then add the Category, Department, and Job type(s), now you can resubmit.
3. Check that the tech or Representative was the one that created the order.
- You can have them recreate their own ordr or you can manaly type te data into the DMR.
The Job didn't have the Type(s) on it when the tech or representative submited their order.
- If an order was already submited, unsubmit the order then add the Category, Department, and Job type(s), now you can resubmit.
1. How to track down missing data that should be in the DMR
Click: Reports and then orders. Change created by to the representatives name you are looking for. Here you can find all orders created by a rep. Open, Submitted Etc.
To find jobs go to the jobs page and put representatives name and date rage to find all jobs dispatched.
By looking in these areas you can see what the DMR should display.
2. Need To change data from 1 month to another Understanding How Numbers Flow in the DMR 3. Tech oncall need numbers to hit DMR Understanding How Numbers Flow in the DMR
