Prepared by David Joyce

Overview

My Appointments lets mobile app users see, act on and add notes to the appointments booked for them in the cloud Diary. It is part of the expanded CRM module, so sales reps can do more on the app than raise sales orders.

Use it to:

• Schedule sales reps to visit customers.
• Schedule services on customers' equipment (when the Workshop module is on).
• Let reps plan their week, get directions and call customers from one screen.
• Avoid double-booking the workshop.

Setup at a glance: switch the module on in your app menus (Step 1), create appointment reasons (Step 2), then book appointments in the Diary (Step 3).

Step 1: Turn on My Appointments

My Appointments is not enabled by default. A user only sees it if their app menu has it switched on.

1. On the cloud app, go to App Menus.
2. Open the app menu you want to update (for example, Default).
3. Set My Appointments to Yes and save.
4. Open Users, select the user and check which App Menu is assigned to them.

Important: Users with no app menu assigned cannot see My Appointments. The easiest fix is to create a Default app menu (every option is on when you create one, so it behaves the same as having no menu), set My Appointments to Yes, and assign it to those users.

Step 2: Set up appointment reasons

The Reason list on a new appointment is empty until you add reasons. The same reasons are also used when adding notes, on both the cloud and the mobile app.

1. Go to Settings and Tools and open the new Diary option.
2. Choose Appointment Reasons.
3. Click New, type a reason and save.
4. Repeat for each reason you need.

Example reasons: On-site visit, New customer review.

Step 3: Book an appointment

Book from the Diary or straight from the Customer list, whichever is quicker for finding the customer.

1. In the Diary, click New Appointment (or in the Customer list, choose Schedule Appointment for the customer).
2. Fill in the fields below.
3. Click Save.

Note: An appointment only appears in My Appointments for the employee it is assigned to. Appointments assigned to the Workshop do not show on a sales rep's app.

Step 4: Use My Appointments on the mobile app

Open My Appointments from the app menu. You see only the appointments assigned to you, with the title and reason on each.

Plan your week: pick any date and the app lists all your appointments from that date onwards. For example, on Sunday evening select Monday to see the week ahead.

Tap an appointment to use these options:

Step 5: Track appointment status on the cloud

Arrived and Finished can also be set from the cloud Diary, which suits a receptionist booking customers in as they arrive.

1. In the Diary, click the appointment.
2. Choose Arrived or Finished.

Status colours in the Diary:

Workshop tip: starting the workshop job from an appointment automatically marks that appointment as Finished.

Step 6: Review the customer's history in CRM

Every appointment event is saved as a note on the customer, so the full history is in one place.

1. Open the customer and click View Customer.
2. Go to the CRM module and open Notes.

You will see:

• A note for each appointment created, with its reason and title.
• Notes added from the mobile app (e.g. a complaint logged on site).
• A Reason option when you add a new note from the cloud, the same as on the app.

Assign account managers (recommended)

Give each customer an account manager so new appointments are auto-assigned to the right rep.

1. Go to the Customer list and edit the customer.
2. Select the Account Manager and save.

Next time you schedule an appointment for that customer, the account manager is pre-selected as the Employee. You can still change it, for example to send someone else when the rep is on holiday, or to book the Workshop.

Troubleshooting