Desk check-in (V8)
The Desk communication tool gives customers the opportunity to approve the agreed work. It accomplishes this by giving you the option to share the data about an appointment digitally to a paired tablet that was handed to your customer. Therefore improving transparency and completing your journey with Claire toward a fully paperless process.
Getting started
In order to configure the Desk Communication for your location:
- Contact support@claireit.eu to activate it.
- Determine the amount of tablets that you wish to use and inform our support team. Once configured as a counter tablet, they will be shipped to your location.
- Provide our team with an image that will be displayed when these tablets are idle.
How it works
Activating the Desk check-in device
Ensure that the option "Use counter tablets" is enabled on your profile account.
Pairing the counter tablet to an account.
On one of the tablets provided by Claire for your customers to use, open the Desk Check-in application.
Sign in using the Google Account that is already configured for this device.
Select your profile.
Once the tablet has successfully paired, the image pre-selected by your location will appear, indicating that the device is now activated and ready to use.
Note: If no receptionist has activated the counter tablet for your location, the following message will be displayed.
Sending Desk communication
Go to the appointment details page on your desktop and click the button with a tablet icon in the top right corner of the page.
The following window will open:
After selecting Confirm another window will open:
Use the eye icon buttons to select the interventions/questions you want to see on the tablet. The green eye is visible and the red eye is not. By default the eye is green when an intervention is marked as customer approved.
After clicking Save the desk check-in will be opened on the tablet.
A pop-up will appear on your screen. You can click the button indicated by the red arrow to open the same desk communication in a new tab, allowing you to see exactly what the customer sees on the tablet. This tab is read-only.
Answering Desk Communication
Once the Desk Communication is sent to the device, the customer can view the appointment details to review and either check in or check out.
The communication is called Desk Check-in unless the status of the WO is Car Ready or Quality check. Otherwise it is named Desk Check-out.
The customer can only approve or decline: if the item is not fixed or if it is a Desk Check-in.
It is possible to make the desk check-in read only in the customer communication settings, so customers cannot decline interventions.
Appointment information screen
The customer information is for the first available contact provided in that order
- Driver
- Owner
- Contractor
For phone number is the first available in that order:
- Business phone
- Business mobile
- Private phone
- Private mobile
Same logic for email:
- Private email
- Business email
Scheduled Services screen
The user can reject an item by clicking on the visible tick. Then the tick will turn into a red cross.
Signature screen
On this screen the customer must fill in his/her name, signature and accept any mandatory agreements.
Note: If a drivers name is associated with the workorder, it will be displayed in the name field by default.
After the customer presses Confirm, the window in Claire will say the following:
You can now press on Close to close the desk check-in on tablet.
Reviewing confirmation
Once confirmed, Claire will be updated in the following ways:
- WO status get updated to Car in Shop if it is not already and if the WO is not set to Car Ready or Quality Check.
- On the appointment details page, the name of the customer is blue and a signature icon appeared.
- The user who initiated the desk check-in will be set as the Customer Owner.
By clicking on the signature icon, the communication log will open:
Here is all the info including the accepted and declined scheduled services, extra services and customer signature.
If there were any declined interventions, they will have the customer declined icon and a note with Declined at Desk check-in.
In the Desk Communication log, prices are shown as 0.00 if they were not visible on the tablet.
Prices are not visible on the tablet if:
- The setting for your location is to hide prices on desk check-in/out.
- The setting is set to hide prices on interventions for appointments related to a leasing company.
- The setting is to hide prices for internal interventions
- The setting is to hide prices for recall interventions
- The setting is to hide prices for warranty interventions
On the appointment list, the Owner/Driver/Contractor Name field on the Appointment List will be highlighted in blue.
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