Learn all about Service Requests
A service request is the beginning of your lead to order process in BidClips. Service requests can be created either by a member of your organization or by a customer utilizing the BidClips widget embedded into your organization’s website. A service request is where you will collect and organize all information from your customer, including journey template answers and customer messaging interactions, that will help you create an accurate bid. A service request is also where you will collect and organize all internal information that will help keep your sales team organized as the service request is turned into a job.
Accessing the Service Request Page
The Service Requests page will be the page you are directed to when you first log into the BidClips Provider Portal. If you need to navigate to the Service Requests page from other sections of the Provider Portal, you can do so by clicking on the 'Service Requests' link from the 'Bid' section of the navigation bar on the left side of the screen:
Navigating to the Service Requests page will show you a list of all existing requests. Here you can view and edit existing service requests or create a new service request.
The Service Requests page will display a list of existing requests where you can view details including: the service request reference numbers, customer details, customer address details, requested service, tags, date of request, status of the request, the primary salesperson (if assigned), and the shop for which the service was requested.
Service Request Details
You can view the details for any of the service requests in the list by either clicking on the grid row or the 'view' icon for the service request you would like to inspect.
Service Request Details
The top of the service request page displays detailed information pertaining to the specified service request. This information includes the: service request number, the specific service that was requested, request date and time (in shop time zone), status, lead source, information regarding whether your customer has viewed the service request, and all tags associated with this service request.
In the Journey Template section of the service request, you will see a list of the journey template questions for the service requested. Each journey template question will have it's own accordion. Unanswered questions will be noted with an open, gray circle. Conversely, answered questions will be marked with a green circle with a check mark.
You can open the accordion for each of the journey template questions individually to see the answers provided by your provider user (service request created at shop) or your customer (service request created/updated via the BidClips widget linked to your website).
You can also use the 'Expand All' link to open the entire journey template; or the 'Collapse All' link to close the entire journey template after expanding.
The answers provided to the journey template questions will help you create an accurate bid.
Here, you can update existing and/or missing journey template answers or even resend the entire service request to your customer so they can fill in any missing information. If you have gathered more information from the customer, after the service request was first created, you can update the journey template answers by clicking on the 'UPDATE' button.
This will display a 'Update Journey Template' panel where you can update each of the questions on the journey template that you have gathered from your customer to assist in your bid creation process. Edit the journey template answers you wish to change and click the 'UPDATE' button when complete. If you would like to exit the panel without making any updates, click the 'CANCEL' button.
If you would like to resend the entire service request to the customer so they may enter as much of the missing information as possible, you can click the 'RESEND' button. In this case, the customer will receive email/text messages with links to the service request where they can make updates to journey template questions via the BidClips widget. Note: A service request will change to "draft" status when it is resent to the customer and will remain in "draft" status until the customer resubmits the service request. Upon customer completion, the status will change to "new".
At the bottom of the Service Requests page, you can view and manage all of your external and internal communications related to the specific service request you are viewing. Clicking on the 'Customer Messages' tab will allow you to manage your external messages.
If you need more information from the customer to prepare an accurate bid, you can send the customer a link via Customer Messages to complete the journey template at their convenience. You can utilize rich-text editing and include web links, images (now including .gif files), and videos in the messages to your customer. You can also apply canned messages by either clicking in the message editor and typing a "~" or clicking the '~ CANNED MESSAGE' button and selecting one of the available canned messages from the list. Below is an example of using a canned message.
Here you will also see a log of all the messages that have been sent between your sales team and the customer. You will now see the customer name displayed on all incoming messages and will be able to see when your customer has/has not viewed your outgoing message(s).
Clicking on the 'Internal Notes' tab will allow you to manage notes, internal communications, and tasks related to this specific service request.
- If you would simply like to create a note for the service request that is unassigned to any specific user, you can click in the text editor and click the 'ADD NOTE' button when you are done.
- If you would like to create an internal communication for yourself or another user, you can type "@" in the text editor or click the '@ MENTION' button. You will then see a list of users from which to send the internal communication. Once you have selected a user, you can enter additional text to add in the note. When you are done creating your communication, click the 'ADD NOTE' button.
- If you would like to create a new task for yourself or another user, you can type '!" in the text editor or click the '! TASK' button. You will then see a task creation panel appear where you can select a task type, assign a user, add watcher(s), set due date and time information, a priority, and status. Once you have finished creating your task, Here you will also see a log of all the notes, internal communications, that have been sent internally between your sales team.
Here you will also see a log of all the internal notes that have been created by you and your sales team for this service request.
Note: If you are a BidStation client, you can also send internal communications and assign tasks to all of the BidStation users.
The top right side of the service request shows the primary sales associate assigned to the service request. If a primary sales associate has not been assigned, you will see an "unassigned" value next to the 'Primary Sales' label. The designated assignee will be assigned tasks and/or receive email communications, based on communication template configurations within your provider, during the lead to order process.
You can change the assignee on the service request by clicking on the currently assigned value. This will bring up a 'Change Assignment' panel for you to select a team member.
Click in the 'Primary Sales' field, select the desired team member you would like to assign the service request to and click the 'ASSIGN' button. You will notice the primary sales value has changed.
Below the created and updated information, you will see detailed customer information. If the subscribed field is set to "No" that indicates a customer has opted out of receiving BidClips emails. In compliance with SPAM-CAN law, BidClips will not email these customers anymore, and it is best to reach them by phone.
You can easily edit the customer information by clicking on the name, phone number, email, or address fields. Clicking on each of these values will bring up an 'Update' panel where you can enter the corrected values.
The Bids section show Bid(s) that have been created for a particular service request.
In this section you can click into an existing bid for more information, create a new bid, or select mulitple bids to resend. Here, you will also see information on which user has created/sent the bid to customer as well as information regarding your customer viewing their bid.
If the journey template for the service being requested contains a possible Insurance component, you will see the 'Insurance' section of the service request.
To add insurance information, click the 'EDIT' button which will bring up an 'Insurance Details' panel where you can enter all of the customers' insurance information.
Tasks can be associated with Service Requests.
You can view all of the tasks associated with a particular service request in the 'Tasks' section by opening the accordion.
You can use the toggle switch to determine if you want to view all tasks for this service request or only the tasks that are currently open. You can learn more about tasks and how to use them in this article.
Here you will view notes about the shop. Shop notes are for internal use only and not displayed or sent to the customer. Shop notes often contain information that is important to your organization and often contain items such as scheduling or holiday details. You can configure the shop notes that are displayed by editing your shop details.
The service details section, also for internal use only, can provide important information about the service that is being requested. The notes displayed here can be configured in the shop services portion of the Provider Portal.
Navigating the Service Requests List Page
The BidClips Provider Portal provides filtering and navigation tools to help you efficiently locate existing service requests.
Filtering Service Requests
You can use filters for at the top of the page for any of the displayed columns to help locate specific service requests. The example shown below will first use a date filter of October 1, 2019. This will reduce the number of rows displayed to only the requests that were created on that specific date. To apply a date filter:
- Click on the 'Date' box at the top of the page and a calendar editor will appear
- Select the desired 'Date' value
- Click 'OK'
Suppose you have multiple shops and only want to see the orders for one shop on the previously filtered date. Here you will click in the 'Shop Details' box at the top of the page and start typing the name of the shop you would like to filter on. Filtering will occur as you start typing the name of the shop. The example below shows a filter of 'Test Shop'. You will now only see the service requests for the Test Shop that were created on October 1, 2019:
To Remove the filters:
- Click the 'X' next to the 'Date' value
- Clear the 'Test Shop' value
Navigating Service Requests
At the bottom of the Service Requests page you will notice 'Previous' and 'Next' buttons. You can use these to page forward and back through historical service requests. You can skip to a specific page by clicking in the page field, entering a number and pressing 'Enter'
Finally, you can choose to change the number of rows displayed on the Service Requests page by clicking on the rows drop-down list as shown below.