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, and

(2) Show you how to keep customers satisfied to increase your Customer Satisfaction.

Note: This tutorial demonstrates a typical dentist office, but the same features apply to any company that wants to schedule appointments with their customers.

- 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 Schedule Time/Date. This makes it easy for you to see which customers are due and when.

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:

Click the Add New Customer button located on the left side in the Menu section.
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.
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.
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.
Enter the Customer’s First Name (required)
Enter the Customer’s Last Name (optional)
Set the appropriate Service Cycle Days (0, 30, 60, 90, 180, 365). The system will calculate the customers’ next appointment date cycle based on this value (see Set Dates).
Select the Dentist name from the dropdown list. (Depending on your specific needs, this can be any named list such as Doctor, Stylist, Technician, etc)
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 messages are customized to your specific business needs. To assign a notification 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 Screen -

The list of all the notifications you have selected is displayed on the middle of this page. Now simply set the Next Appointment Date & Time for this customer. You can also add any Notes regarding any special customer requirements or comments.

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

Customer is added to the Customer Q screen in Next Scheduled Date order.
If the Scheduled box is checked, the system will automatically generate an “Appointment Confirmation” Text Message or E-Mail for the customer. In our demonstration, Sandy Jones is receiving Text Message alerts because we have entered a mobile number for this customer. If we only entered an Email address, then she would receive the “Appointment Confirmation” message via email.

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 Schedule Time/Date.

(2) This screen displays the Scheduled appointments only. Click the No option just above the word “Scheduled” to see the un-scheduled client list.

Customer Scheduling (based on a regular visit cycle):

Below is a sample customer scheduling scenario:

Customer receives your reminder email asking them to schedule their next appointment (see figure 1), and then calls you to schedule an appointment.
To locate the customer, simply type in their last name or part of their last name and click the Lookup icon. This system will display all the customers that match your search criteria (figure 2).
Click on the Customers Name to access the Customer Edit screen.
Next, enter the Date and Time of the appointment. (Note: When you change the Date or Time, the system will automatically checks the Scheduled checkbox)
Click the Submit Customer button.
The system automatically:

Moves your customers to the scheduled list (see figure 3). If the customer is due in today, the name is displayed in RED. If the customer is due in tomorrow, the name is displayed in GREEN.
Sends your customer a confirmation Text Message or Email regarding their appointment date & time (as shown in figure 4).

Figure 1 (sent every 6 months)Figure 4 (sent when appointment is made)

Figure 2 (Simply type in their last name or part of their last name and click the Lookup icon)

Figure 3 (If you roll your mouse over the Cycle icon to easily display the number of Cycle Days for that customer)

Figure 5 (The Customer Q screen displays 25 customers at a time. You can use the Paging buttons if you would want to scroll through your customer list)

Appointment Reminders:

One of the major advantages of the W8TER system is the ability to automatically generate reminder E-Mails for the customer to schedule their next appointment, and to send the customer a reminder Text Message and E-Mail prior to their scheduled appointment. In the above section, we illustrated the email your customer receives when needing to make an appointment, and the text message the customer receives when the appointment is set. In the examples below, we illustrate the Text Message and/or E-mail that is sent to your customer automatically to remind them of their upcoming appointment. This message can be sent any number of days prior to their appointment.

Figure 6 Figure 6a

After the Appointment:

Once the appointment is completed, it’s time to take the customer off the Scheduled appointments list. To do this, follow these steps:

Click on the Customers Name from the Customer Q screen.
Click the button. (Click the located next to the Sets Date button for additional help)
The system will adjust the new appointment dates based on the number of Service Cycle Days. In the example below, the customer new dates are set based on this information.

Click the OK button, then the Submit Customer button. This process will:

1. Move the customer to the Un-scheduled customer list.

2. Send the customer a reminder email 6 months from the ‘Previous’ appointment date.

Customer Scheduling (interim or 1 time visits):

The process for Customer appointments that are interim or 1 time is almost identical to customers with regular visits with the following exceptions:

When you add the customer, select 0 for the number of Service Cycle Days.
If the customer is already on a regular schedule (ex every 6 months), but needs an additional appointment or appointments, re-enter the customer as a completely new customer, and schedule the appointment as needed. Note: This is done so we don’t interfere with the customer’s regular schedule.
Use this new customer entry every time this same customer needs an appointment outside of their regular cycle.

In summary, the same customer can be in your system 2 times. Once for their regularly scheduled visits (as indicated by the symbol next to their name), and a second time for additional visits (ex fillings, root canals, etc).

Canceling an Appointment:

To cancel any appointment, you need to:

Locate the customer (see above) and click on their name. This takes you to the Customer Edit Screen.
De-select the Scheduled checkbox.
Click the Submit Customer button. This will:

Remove the last appointment message if it has not been sent to the customer yet.
Move the customer to the un-scheduled appointment list.

Removing an Appointment:

To completely remove an appointment, you need to:

Locate the customer (see above) and click on their name. This takes you to the Customer Edit Screen.
Click the Remove Appointment button. This process will:

Remove the customer from the Customer Q screen (Scheduled and un-scheduled).
Remove any pending messages set for this customer.
Use this option if you do not wish to keep the customer on either list.

System Reporting:

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

Company Start-up
Notification Sheet
Scheduled Appointments (Gold Package)
Customer Message Detail (Gold Package)

– Reports –

Daily Email Reporting (Gold):

Each day the W8TER system automatically emails your Office Manager a complete schedule of all the clients with appointments for that day. In the following example, the report shows all the client appointment times for each dentist.

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

- End of Tutorial -