The on the way text message notification by Service Fusion has proven to be an effective tool in increasing customer satisfaction by offering an affirmation of the arrival of the scheduled service technician to the service location. As an enhancement to this effective tool, the photo of the technician and a short bio associated with the technician can be distributed to accompany the on the way text notification.
These options are very easily configured by choosing to include a check mark in the appropriate selection, with an option for primary technician's photo as well as an option to include both the photo and the bio. These controls are located along side of the communication template customization section dedicated to the on-the-way text notification settings section within company preferences, available from My Office.
My Office > Estimate & Job Statuses > Edit the On The Way status
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Click the pencil button to edit the status, then check the boxes to include the primary technician's photo and/or bio.
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The primary technician is considered to be the technician that is listed first on the job, if multiple technicians have been assigned. If only one technician has been assigned, that technician is the primary technician.
The text message notification will appear as the following to the receiver if choosing to include both the photo and the bio with the photo:
The tech's photo will precede the on the way notification content, which is then followed by the bio.
The top selection can be chosen to only send the tech photo preceding the on the way message, or both selections can be chosen to send both the photo as well as the bio info. Its important to note that updating these two controls will have an immediate effect, and will be effective on the next on the way text message that is distributed. Also important, if these controls are enabled, but a tech does not have a photo and / or a bio set up, the on the way notification will simply not include them.
The information that will be pulled in to the on the way text message notification for the tech photo and the bio info comes from the employee's profile in workforce management.
When choosing to edit an employee's profile from workforce management, the first page of the employee's profile is the 'Personal' tab. Both the tech photo, and bio info are included on this tab.
My Office > Workforce Management > Edit Employee (Justin Adams)
You can add / edit the picture from this section, along with customizing the content of the Short Bio. The picture and the short bio that is distributed with on the way text notifications when this employee is the primary technician are both directly pulled from these two sections.
Before enabling the settings to distribute the photo and short bio info, it would be a best practice to review the pictures and short bio sections of the field technicians to make sure you can anticipate the content that is being communicated in these text messages. Offering the customer an opportunity to see the technician's picture, and learning some information about the technician, all before the technician arrives on site, is now another tool available for you to use in Service Fusion!