W8TER.COM Tutorial

Overview:

Welcome to W8TER.COM, the Automated Customer Communication system.  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 appointments.

In the following Tutorial we will: 

(1) Take you through entire process step-by-step

(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 your customers in order by their Time/Date Ready. This makes it easy for you to see which customer orders are due and when they should be completed.

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

BLUE: Order in process.

GREEN: Order nearing completion.

RED: Order completed and ready for pick-up.

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. Click the Add New Customer button located on the left side in the Menu section.
2. Enter in the customer’s Mobile Number. Note: You do not need to enter mobile number or email address in order for the customer to display on the Customer Q.
3. Enter the customer’s E-Mail 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.
4. Feature Note: If the customer is found in the database via the Mobile Number or E-Mail Address, the system will display the customers previous visit information.
5. Enter the Customer’s First Name (required)
6. Enter the Customer’s Last Name (optional)
7. Select the Alert Options:
1. If the customer wishes to receive Text Message alerts, simply click the Text Message checkbox.
2. If the customer wishes to receive E-Mail alerts, simply click the E-Mail checkbox.
3. If you wish to send your customer the Customer Service Message Only, simply click the check box next to the option. Click the icon for more information.
8. Enter the Order Number (optional)
9. Select the Sales Rep name from the dropdown list. (Depending on your specific needs, this can be any named list you desire)
10. Click the Submit Customer button to automatically access the next step, the Customer Notifications screen.

- Customer Notification Screen -

Notification Page:

The Customer Notification/Order Screen along with the actually messages are customized to your specific business needs. The items on your order screen can display all the different types of orders your company handles. In addition, you can assign the amount of time the typical orders takes to process, and simply by clicking on the item, the W8TER calculates the total hours and provides you with an estimated order completion date and time. Note: Order items with an * next to them are Repeat Service Email Items. For more details, please see the Order Follow-Up section at the end of this tutorial.

- Customer Information Screen -

The list of all the orders/notifications you have selected is displayed on the middle of this page. If you wish to add any addition time to this order, simply select the value from Adjusted Time dropdown fields. This will calculate the new Order Pick-up time based on the values you select. You can also add any Notes regarding this order; this information is also accessible from the Customer Q screen.

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

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

Below is an example of what the Sandy will receive:

The W8TER system allows your establishment to customize the Text Messages/E-Mails 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, Sandy Jones, and will be displayed as seen in the below illustration:

Please note: (1) Customer’s are displayed in order of their Time/Date Ready.

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

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

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

(5) If Notes or Remarks are entered, a Notes icon appears next to their name. You can roll-over the icon with your mouse to view the information (see below).

Order Ready:

Once the order is ready for pick-up, simply click on the Phone Icon or Email Icon to send the Order Ready message to your customer. 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’s mobile phone. If the order ready message was sent as an email alert, the icon would change to this .

In the examples below, we illustrate the Text Message that is sent to your customer to inform them that their order is ready for pick-up.

Order Pick-Up:

Once the customer has picked-up their order, simply do the follow these steps:

1. Click on the on the Status icon. This icon displays as 1 of the following: , or
2. A prompt to confirm the order pick-up will display (see below). Click the OK button to complete the process and remove the customer from the Customer Q screen.

Removing an Order:

If an order is canceled or needs to be removed, you need to:

1. Locate the customer and click on their name. This takes you to the Customer Edit Screen.
2. Click the Remove Customer Order button, and then click the OK button. This process will:
1. Remove the customer from the Customer Q screen.
2. Remove any pending messages set for this customer.

System Reporting:

The W8TER system supports several reporting options which you can generate. The Customer Orders and Message Detail reports can be run for any specific date range. The reports are as follows:

1. Company Start-up
2. Order Sheet
3. Customer List (Gold Package)
4. Customer Orders (Gold Package)
5. Customer Message Detail (Gold Package)

– Reports –

Daily Email Reporting (Gold):

Each day the W8TER system automatically emails your Owner/Office Manager a complete schedule of all the orders due for that day. In the following example, the report shows all the orders and ready times grouped by the Sales Representative assigned to that order.

Order Follow-up:

One of the major advantages of the W8TER system is the ability to automatically generate “Service Item Reminder Email” which is sent to your customers on specific dates from their last order. This feature is designed help you bring customers back to your company. The W8TER system supports up to 6 customizable email messages which are linked to specific order items (such as Business Cards, Flyers, etc), and can include links to your website, email links and company logos or any special graphics.

For example, each customer who places an order for Business Cards will receive an E-Mail every month. (This time frame can be adjusted to fit your business needs).

1 month later…

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

- End of Tutorial -