In Sweven, workflows are the key to improve efficiency in your operations, especially when handling hundreds or thousands of work orders every week. For this purpose, workflows are fully customizable to tailor your company needs and objectives.
In order to provide a good insight about workflows, we´ll be presenting a standard, full cycle workflow consisting of 6 stages that we believe is representative of most companies´ reality. This is intended as a baseline explanation where you can start from in order to better understand Sweven and maybe experiment with slightly modified workflows until you find the perfect one for you.
Stage 1: Client issues a work request
Clients can be granted access to Sweven to get instant updates and information on their work orders with you, as well as attach notes and documents to them. In addition, client users can issue service requests directly to you through the "New WO" page.
In order to do this, the client will be asked to fill out a very basic form and describe the problem or situation they need serviced, as well as the location, priority, type, and also attach any important documentation.
Once they submit the New WO form, it will turn into a Sweven work order instantly and join your work orders in the Pipeline.
It is important to instruct your client users (at least with the basics) on how to properly prioritize, classify, and describe the different services they´ll be requesting to avoid mistakes or confusion.
Stage 2: Receiving and preparing the Work Order
New work orders, whether created by clients, company staff, or automatic Sweven tools, usually start their lifecycle in an inbox status as "New" requests. These requests for service generally need to be studied and expanded by operations staff to add missing information and documents (like details about the problem, RFQs, schedules), as well as properly classify and prioritize the work to be performed.
Depending on the nature of the request and the company´s protocols, this process could take minutes, hours, or days. It is usually recommended to add sub-steps in your Pipeline to reflect those usual sub-steps that could take more than 24hs or may be critical to your Service Level goals.
Once all the necessary information is present in the work order and a Vendor has been picked (we´re assuming that the RFQ phase is over or skipped), the work order is ready for dispatch.
Stage 3: Dispatch and Acceptance of the Work Order
Vendors that get a work order assigned will receive an email notification in their Primary Contact email address (you can change the Primary Contact in List Manager: Vendors). An assigned work order must then be Accepted or Rejected by the assigned vendor before moving forward to the execution stage.
If the vendor accepts the work order, Sweven will ask for an ETA (which should be between the current date and the work order Deadline date) and the work order will be moved to the In Progress status until serviced.
If the vendor rejects the work order, Sweven will move the work order back to the dispatch status (this is configured in your Ticket Settings), and it will have to be dispatched to a new vendor until accepted.
Stage 4: Job is performed by the Vendor
On the Service Date (or ETA) the vendor will mobilize his resources to the site in order to perform the job requested. Whether the job is performed by your company´s staff or by a third party provider, this is a stage where coordination is key for success.
Technicians will be able to visualize and add information to the work order from multiple mobile devices with the Sweven application. This not only enables live updates and portability, but also allows them to take pictures and videos without needing to use multiple different applications, only the Sweven app.
Both technicians and office staff can interact within the work order by sending notes and documents or pictures. Checklists, if active, can be updated live easily when saved by the technician. The client being serviced can also participate by adding notes and documents or pictures to the work order. All these notes are 100% controlled by you and your staff, allowing you to hide or show notes to specific parties.
With the service completed, the technician will be able to save the work order in the Completed status and update it with the Client signature and/or closing notes and documentation that your office staff will be able to see instantly.
Stage 5: Q.C. and Billing
Quality Control is a key part of any completed job in order to measure and evaluate the service level actually provided and experienced by the client. In this step, your staff can utilize individual work orders documents and history, as well as mass lists with the List Manager and Intelligence tools.
Also, it is important to derive the work orders to the Accounts Payable and Accounts Receivable departments for invoicing and record. Sweven can help keep track of invoices both received and sent in the Billing menu.
Once these key administrative steps are fulfilled, the work order is ready for closure.
Stage 6: Closure and Archive of the Work Order
Final revision and archiving of the work orders is an important process for companies that handle thousands of work orders and rely heavily in statistical analysis. It is important for this goal to ensure all information in the work order has been saved accurately, in full, and in the proper format. This is also important for small and medium companies, who want to make sure that these records (that will probably prove useful down the road) are properly filled and archived.
Then, the user can save the work order in the Closed status or create a new status for archiving to reflect this stage. Once the work orders reach Closed or Archived statuses, the lifecycle is over.