W8TER.COM Tutorial

Overview:

Welcome to W8TER.COM, the Customer Service Solution Center.  This system is designed to use innovative technology to help you provide better service to your customer. The W8TER system facilitates the process of keeping your customers informed and up-to-date on their individual dining status. In the following Tutorial we will: (1) Take you through entire process step-by-step, and (2) Show you how to keep customers satisfied to increase your Customer Satisfaction.

- Login Screen -

System Login:

The W8TER system requires a Username which will be an email address (company provided or personal). Each individual has their own password, which will be the word “password” for the first login. Upon login, you will be asked to change your password to a word you will easily remember. Please note: Should you forget your password, simply email our support team at support@w8ter.com.

- Customer Q Screen -

Customer Q:

The Customer Q screen is the “Heart” of the system. It displays the customers who are waiting for their table in order of their Seating Time. The screen automatically updates every minute so your customers know when it’s time for dinner.

In addition, the Customers on this screen are Color Coded for easy identification:

BLUE: More than a 5 minute wait.

GREEN: Less than a 5 minute wait.

RED: Their table is ready.

In order for a customer to display on this screen we have to add them to the system. To do so, click the Add New Customer option button located on the left side in the menu section. This will display the following Customer Information screen.

– Customer Information (Add) Screen –

Adding a New Customer:

1. Enter the customer’s Mobile Number. You do not need to enter mobile number or email address in order for the customer to display on the Customer Q.
2. Enter the customer’s Email Address. Similar to the Mobile Number, you can enter and lookup a customer via their Email Address. Simply enter their address and click the Lookup icon. The system will attempt to find the customer via this information.
3. Feature Note: If the customer is found in the database via the Mobile Number or Email Address, the system will display their last dining information along with the last visit date to your establishment.
4. Select the Alert Options:
• If the customer wishes to receive Text Message alerts, simply click the Text Message checkbox.
• If the customer wishes to receive E-Mail alerts, simply click the E-Mail checkbox.
• If the Customer would like a warning Alert Message prior to their table being ready, you can simply select the number of minutes (5, 10, etc…) from the adjacent dropdown box. Click the icon for more information.
5. Enter the Customer’s First Name (required)
6. Enter the Customer’s Last Name (optional)
7. Select the Table Type (Booth, Table, etc)
8. Select the Dining Location (Dining Room, Patio, etc)
9. Select from Smoking Yes or No
10. Click the Reservations checkbox if the customer wished to make a Reservation. This will prevent the system from calculation a wait time. You will also be asked to enter the date & time if the reservation once you return from the Notifications screen.
11. Click the Submit Customer button to automatically access the next step, the Customer Notifications screen.

- Customer Notification Screen -

Notification Page:

The Notification Screen along with the actually Email Notifications are customized to your specific business needs. To assign Email notifications to a customer, simply check the box next to the notification you wish the customer to receive. The system will automatically send out the selected emails based on your preset time period. When you’re finished selecting the notifications, click the   Submit  button to return to the Customer Information screen. If you wish, you do not have to check any of the notifications.

- Customer Information (Edit) Screen –

The list of all the notifications you have selected is displayed on the middle of this page. In addition, the system automatically calculates the Wait Time based on the last person on the waiting list plus 5 minutes. Note: You can also adjust the Wait Time manually is needed. You can also add any Notes regarding any special customer requests or seating requirements.

When you click the Submit Customer button, the system performs the following operations:

1. Customer is added to the Customer Q / Customer Q Display screen.
2. If selected, the system generates a Text Message or an E-Mail for the customer. In our demonstration, Tom Lynch is receiving Text Message alerts.

Below is an example of what the Tom will receive:

In addition, this customer will also receive a warning Alert Message 5 minutes prior to his seating time (see below).

The W8TER system allows your establishment to customize the Text Messages/Emails to fit your business needs. Ask your Sales Representative or review the Company Start-up Sheet for complete details.

The Customer Q screen is automatically updated with the information for this customer, Tom Lynch, and will be displayed as seen in the below illustration:

Please note: (1) Customer’s receiving Text Message updates will have a cellular phone icon next to their names.

(2) Customer’s receiving E-Mail updates will have an email icon next to their names.

(3) If no option is selected, this space will be left blank.

Customer Editing:

1. From the Customer Q screen, click on the Customers Name.
2. From the Customer Screen, you can:
1. Adjust any of the Customer information
2. Adjust any of the Alert Options
3. Adjust any of the Notifications clicking the Notifications button
4. Adjust any of the time by changing the Adjusted Time field
5. Adjust any of the Notes
6. Click the Now button if the customer has been seated
7. Delete a customer by clicking the Delete Customer button
3. Click the Submit Customer button once you have made any adjustments.

Buffer Zone:

Once the time reaches 5 minutes prior to their table being ready, Tom Lynch name turns green with an arrow pointing to his status line. At this time a Text Message is sent to him to inform them that his table will be ready soon.

Below is an example of that message the customer will receive:

Please note: (1) The Buffer Zone is automatically set to 5 minutes and can be changed to suit each individual needs.

(2) The 5 minute Text Message/E-Mail time and notification are optional.

Ready Time (Automatic Mode):

Once the customers table is ready, the W8TER system will automatically send your customer the following Text Message:

Ready Time (Manual Mode):

Once the customers table is ready, the W8TER system will send your customer the above Text Message when you click on the Cell Phone icon next to the customer’s name:

Customer Q Screen Options:

From the Customer Q screen, you can perform the following:

1. In Manual Mode, click the Cell Phone or E-Mail icon next to the customers name and select OK to contact your customer (figure 1). Note: Once you select OK, the icon will change to this to indicate the alert message is being sent to the customer. The cell phone icon will changed to this to indicate that the message was sent to the customer. If the ready message was an email alert, the icon would change to this .These changes will happen in both Manual and Automatic modes.
2. Once the customer is seated, click on the Checkmark/Arrow/Dot icon, and select the OK option. This will remove the customer from the waiting list (figure 2).
3. If the customer leaves or you want to cancel a reservation,

o Click on the icon and select the OK option (figure 3).

o Or you can click on the Party’s name, and then click the Remove Party button located on the right side of the screen. Either option will remove the party from the Customer Q screen.

4. You can easily switch between the Waiting List and the Reservations List by selecting either option on the right side of the screen (figure 4).

Note: Steps 2 & 3 will complete the customer’s cycle and then remove the Customer from the Q screen.

Figure 1

Figure 2

Figure 3

Figure 4

Reservation System:

The W8TER system is can also take Reservations from your customers and alert them accordingly. To do this simply enter your customer information as previously described, then click the Reservation Check Box on the Customer Information Screen:

Selecting the Reservation option will indicate to the system not to calculating a Wait Time, and permit you to enter the Date and Time of your customers’ reservation:

Once this information is entered, your customer will receive the following Text Message:

Reservation Notes:

1. Any customer added to the system via the Reservations option will show up in the Waiting List on the day of their reservation.
2. When the system calculates the Wait Time for the next customer, anyone will a reservation will not be factored into the time calculation.
3. When you click the Reservations option on the Customer Q screen, you will see all of the customers with reservations regardless of the date and time of their reservation.

Customer Q Screen (Waiting Area Display) Features:

1. The screen refreshes every minute so your customers are always up-to-date on their wait time.
2. The screen is expanded and larger fonts are used to make it to make it easier for your customers to view. (We recommend a 24” or larger monitor for this display)
3. The Approximate Wait Time for the next customer is calculated every minute and displayed on the screen.
4. The Customers last name and first initial of their first name are displayed as the Party Name.
5. The Customers Seating Time along with their seating preferences is displayed on the same line.
6. The screen will display up to 3 Company/Vendor images each time the screen refreshes.
7. Advertising (similar to a PowerPoint presentation) is available for this screen (Platinum Package only).

– Customer Q Screen (Waiting Area) –

Follow-up Messages:

One of the major advantages of the W8TER system is the ability to generate follow-up emails for each customer based on your individual business needs. Below are a couple of examples of these types of emails you can send out. The first email (figure 1) is a “Customer Satisfaction” message which it typically sent out the day after the customer visits your establishment. The second email (figure 2) might be sent to your customer a month or so after their last visit, but you can pick the time period. The system supports up to 6 customizable email messages which can include links to your website, email links and graphics.

Figure 1 Figure 2

System Reporting:

The W8TER system supports several reporting options. Customer Waiting & Reservation reports can be run for any specific date range. The reports are as follows:

1. Company Start-up
2. Notification Sheet
3. Customer Wait Summary (Gold Package)
4. Customer Reservation List (Gold Package)
5. Customer Message Detail (Gold Package)

– Reports –

Daily Email Reporting (Gold):

Each day the W8TER system automatically emails your Manager a complete list of all your customers with reservations.

*If printing the W8TER Tutorial, use Landscape mode with .5 inch margins for best results.

- End of Tutorial -