Invoice Workflow

NOTE:

• we no longer preserve line items of original SRO (since Customer signed a hardcopy original)

• we no longer create the Invoice when the SRO is completed

FRONT DESK - when SRO is created

• be verbose with “Problem Description” - narrate BOTH Customers issues and work to be done

• follow PROMPT Part instructions and then delete them

• if adding a New or Refurnished Mac to an SRO that is;

In Stock

• remove from stock / FileMaker

• capture serial number in SRO

• create Order for the Mac and reserve it

Not In Stock or CTO

• create Order from SRO with needed items - DO NOT reserve stock – email it to Craig

TECH – will update the SRO

• work notes so they reflect the work authorized & performed (remember that notes will be read by the Customer)

• so that it is a “draft version” of the Invoice

• xParts – if it

• starts with •• then add the correct Apple Part (update LightSpeed Apple Part with xPart price)

• does not start with •• then do not edit nor delete it

• with any ADJUST part to reflect discount to preauthorized price limit

• note when work is completed and that the Customer has been called

• EXCEPTION : if Customer declines to do work – change quantitoes to zero and add “No Charge” part (this way if customer returns to do work we can pick up where we left off)

• flip tracker to Work Done

• put it on outgoing shelf

FRONT DESK - after work is done

• watch Work Done tracker and;

• review the entire SRO

• verify that Parts & pricing accurately reflect work performed

• verify SRO spelling & grammar

• delete any Parts with ••

• add note if a Courier picks up or if we ship it

• if shipping is required coordinate with Craig to ship it

• ensure Customer has been called

• ensure the SRO is ready to be Invoiced

• flip tracker to Verified

FRONT DESK - when Customer is picking up

• find SRO in LightSpeed

• get customers stuff from outgoing

• review with Customer the work that was done and charges – make any last minute changes to SRO

• create Invoice

• if pop-up asks

• Order is Invoiced = Yes, save changes

• DO NOT reserve inventory

• take payment

• offer to email receipt to customer and only print one hardcopy for customer to sign

FRONT DESK - watch for aging SRO’s

• monitor Verified tracker

• contact Customers to pick-up (after 90 days it’s considered abandon – then check with Craig or Blair)

• note all communications is SRO notes