Automated System Emails

Powercode provides automatic emails to provide top-notch communication to your customers and alert employees of important events within the system. If you haven’t looked at your system emails lately to see what’s active and what’s not now would be a great time to review them. At the time of this article we have thirty different events that can send emails to the contact(s) listed on an impacted account. There are thirteen different triggers to let employees know of changes that they should be aware of and one for anyone who has a schedule set up.

Send Event Triggers
Send to Customers Send to Internal Users
Account Created API Error(s) Detected
Account Disconnection BMU Status Change
Activated for First Time Customer Delinquency Alert
Completed Portal Password Reset Inventory Min Stock Level Alert
Contract Expires in X Days Jobs Completed Notification
Credit Card Expires Next Month Network Notification
Customer Portal Ticket Updated Paging Suppression Disabled
Customer Portal Username and Password Paging Suppression Enabled
Customer Submitted Payment Ticket Created or Modified
Daily Bandwidth Report Ticket Follow Up Reminder
ECheck Auto-Reconciliation Failed Ticket Responsible User/Group Changed
Email Generated Receipt Ticket Status Changed
Email Past Invoice Ticket Technical User/Group Changed
Financial Transaction Failed
Financial Transaction Successful Install/Service Call Scheduled (For User Scheduled)
Installation Scheduled
Manual Payment Entered
Monthly Billing Complete
No Automatic Card Set
Payment Refund Completed
Positive Balance on Bill Day
Positive Balance X Days Before Bill Due By Day
Positive Balance X Days Before Grace Period Ends
Requested Portal Password Reset
Send Call Log
Send Email X Days Before Billing
Service Call Scheduled
Status Changed on Account
Ticket Created or Updated
Used Percentage of Allotted Bandwidth

From the ‘Config’ tab a the top and select ‘System Email’ to see which emails are currently setup, check the status column to see if they’re actively in use or not. If you don’t see an email you want already in the table, click on the ‘+Add System Email’ button in the upper left. Name the email in the ‘Description’ field and chose what should trigger it from the ‘Send Event’ drop down. Note that some events allow for a ‘Days Prior’ field. The email can be set to only send for one of your companies or all from the ‘Company Email Association’ field. The option is given to include the latest invoice each time this email is triggered, this is only recommended for new billing or delinquency warning emails. Set the from address and subject for the recurring message. Fill out the body of the email which gives basic formatting features including hyperlinking. Choose a attachment if relevant and click ‘Save’.

Make sure you are taking advantage of the dynamic variables to personalize the message to each customer. Click on the Powercode logo on the far right of the email body to show the available fields that will be populated by the associated info from each customers account, see the chart below. In addition to providing details about the triggered event this is a good way to encourage use of customer portal or provide other helpful info about their account.

Dynamic Variables
Customer Name Customer ID
Customer Notes Security Code
Contact First Name Contact Last Name
Contact Email Address Contact Home Phone
Contact Main Phone Contact Work Phone
Contact Mobile Phone Current Time
Customer Status Total Bandwidth Used (GB)
Total Bandwidth Allowed (GB) Bandwidth Remaining (GB)
Customer Portal Username Customer Portal Password Reset Link
Current Balance Total Current Balance Due
Company (ISP) Name Today’s Date
Yesterday’s Date Customer Portal URL
Physical Address Physical Street 1
Physical Street 2 Physical City
Physical State Physical Zip Code
Latitude Longitude
Next Bill Cycle Day

When Powercode was installed default system emails were loaded with generic messages. It is a good idea to review each and make sure it captures your company’s messaging tone and includes the info you want for each type of event. To do this from the action column click the ‘Select an action’ drop down and choose ‘Edit’, then do it again on the next page. Edit your message and take full advantage of the dynamic variables.

By | 2018-06-08T14:34:44+00:00 2018 June 8th|News|0 Comments

Templates for Jobs

Effective use of templates is a great way to increase efficiency, visibility and productivity in your field tech teams. Days can be completely filled with jobs eliminating waiting around and managers can set mandatory fields for text, numbers or files (images) to guarantee the right information is being recorded for the specific job that was done. There’s also a ‘Request Rescheduling’ checkbox on the failed templates which drops the job into the stand-by list to make sure these not completed jobs don’t slip through the cracks.

To begin using templates start by creating a ‘Completion Template’ from the ‘Install’ tab. Give the template a name, be sure to include if it’s of the success or fail variety, and if it should bring up a contract at completion for the end user to sign. From there add the fields of your choosing for text, number, image, file or selection and if each is mandatory to complete the job. For an install, some popular fields are speed test of the radio, signal strength or other radio stats and length of cable used can be handy too. A picture of the install itself can be used for training and a picture of the radio’s view to the access point can help with troubleshooting in the future. The ‘Completed Jobs’ report will show the successful and failed jobs by ‘Job Template’ based on a date range with all of the completion fields for helpful analysis.

The same completion template can be used for one or many different jobs so only make additional ones to capture different information.

These completion templates can now be added to ‘Job Templates’ also under the ‘Install’ tab. It’s encouraged to create a new job template for each type of job a tech might do as opposed to just having an install or service call. A realign shouldn’t take the same amount of time as a cable run nor would the information needed on completion be the same. Then over time comparing these job types to the historical check-in/check-out duration data it can be seen whether the time given to complete is sufficient, too little or too much. Take note that in addition to the basics of name minutes and type can be set to not show drive time or require notes. Also, jobs can be restricted to specific techs which is helpful when applied to some of the more complex or involved scenarios.

By | 2018-06-01T18:23:13+00:00 2018 June 1st|News|0 Comments

Press Release: Powercode + Saisei

Register for the Webinar
Register for the Webinar
By | 2018-05-18T13:40:24+00:00 2018 May 18th|News, Press Release|0 Comments

Scheduled Events

From the billing tab above the ‘Transactions’ window lives a handy tool called ‘Scheduled Events.’ The ‘Close Account on Next Billing Day’ button allows your customer to stay active for the remaining billing cycle they’ve already paid for but cancel the account prior to the next bill cycle and be sent a final bill.

The green ‘+Add’ button brings up the ability to schedule a payment, add/remove/switch services or change the status of an account on a set date. Any of these actions can be set to occur only once, every month or annually. Scheduling a payment can be used to split up an install fee or other large amount over a few months. It’s also useful in tandem with setting a temporary grace period ensuring a customer’s payment gets automatically applied before the account is disconnected. Setting an account to change statuses can be handy for customers with vacation homes so they can preset when to turn on and off their service again or for advanced cancellations more than a billing cycle.

A better way to handle customers with second homes it to create a $5 per month ‘Service Hold’ service with a minuscule upload/download throttle allowing the equipment to stay live keeping its place on the access point and maintaining monitoring abilities.  The ‘Switch Services’ event type can then be used to turn effectively turn on and off the customers service by moving to and from this new limited service. Automatically switching services is also a great way to let a customer trial a higher level package, especially if you’re unsure about delivering the committed speed. Just add the upsold service now and then advise the customer to call back in two weeks to confirm they want to stay on the new service or it will automatically switch back to the original one. Then create a scheduled event to switch the service back. Just make sure to pay attention to the billing cycle and the proration check box to accomplish the desired billing.

By | 2018-05-18T11:35:06+00:00 2018 May 18th|News|0 Comments

Stand By Scheduling

The stand by function is a handy way to maximize your field tech’s efficiency while maintaining a firm grasp on your non-critical or not scheduled jobs. Jobs can be scheduled directly to stand by from the customer overview by clicking on the “+Add” button next to “Install/Service Calls” then ticking the “Put into stand by” box. Failed jobs with “Request rescheduling?” checked will be put into the stand by list as well as any job that is created but not saved to a technician’s schedule.

Once the stand by list is populated, your dispatcher can fill a technician’s day by plugging holes with jobs on their route with the proper duration. Or if a technician finishes their day early or there’s a cancellation, they can jump into the stand by list to see what jobs they can do nearby. Find it at the bottom right corner of the “Schedule Live View” and just click on the u-turn symbol to drop the job to the workbench to schedule. We’ve provided a number of different ways to view the standby list with filtering for each so it’s clean and easy to to find the jobs that fit your need at the time. You can see all the jobs at once with details, or break them out by type, template, city, length or even a custom field you come up with.

By | 2018-04-27T21:14:46+00:00 2018 April 27th|News|1 Comment

Start Using Custom Customer Alerts

We’ve added a new way to better communicate with your team! Starting in Stable release 18.02.16 custom alerts can be displayed in the color of your choosing at the top of a customers page based on any number of criteria as seen here.

There are countless reasons and ways to use these alerts. In our example above, we’re running a promotion offering five dollars off for the next three months for everyone who is on the Residential Freedom 450 plan who upgrades their service. We want to remind our first line employees of this so they can try to up-sell every eligible customer. Additionally, not all of our pop sites can support the higher speed services so we only want this to display for the customers who can actually receive this service. Luckily the custom alerts criteria supports this as shown below.

Additionally, the custom alerts can be stacked if a customer meets the active alert’s criteria. The customer below is eligible for the promotion but is also down at the moment and won’t have power back to their network site until tomorrow. So anyone who opens that account can see right away not to spend any time troubleshooting as it’s a known issue.

To take advantage of the Custom Customer Alerts from the “Accounts” tab select “Custom Customer Alerts” to get to the page below. Click on “Add New” and create your alert. Please reach out to our support department with any questions!

By | 2018-04-19T16:25:34+00:00 2018 April 19th|News|0 Comments

NEW Customer Portal is here!

Our completely rebuilt customer portal is here! With it’s sleek new look, your choice of theme color and fully custom CSS field your customers are sure to be impressed. They can also update most of their account info directly from the portal and even upload attachments when they create or reply to a ticket. Now, all of this can be done from their phones or tablets as the entire portal is mobile friendly from bill paying to usage graphs. On the “Customer Portal Settings” page you have more control than ever to make sure you’re only allowing the functions and behaviors that you want.

New Customer Portal with pink theme color.

In addition to our desire to provide these features to your customers enhancing their experience with their ISP, this rebuild also opens the doors for exciting new possibilities. This is just the beginning of what we imagine the portal to be in the near future. If you have any ideas for functions you would like to see in the portal, please submit them to us via the feedback forum through the “Help” menu from your Powercode software.

Some more extreme custom elements using the Custom CSS box.
A more standard application of our Custom CSS ability.

To use the new portal, you’ll need to first upgrade to Stable release 18.03.21. Follow the video below or from “Config” tab, under “System Configuration” select “System” and change the “Powercode Release Type” to “Beta” and “Powercode Customer Portal” to “New”. Then from the main page widget upgrade to Beta 18.04.04 and the new Customer Portal is yours!

By | 2018-04-12T14:27:18+00:00 2018 April 11th|News|1 Comment
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