Using Desk Communication

Using Desk Communication

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:
  1. Contact support@claireit.eu to activate it.
  2. Determine the amount of tablets that you wish to use and inform our support team. Once configured to be counter tablet then they will be shipped to your location.
  3. Provide to our team an url to a picture that will be displayed when these tablets are idle.

How it works

Activating the Desk check-in device

The first step is to ensure that the option "Use counter tablets" is enabled on your profile account.

Pairing the counter tablet to an account.

On one of the tablet provided by Claire to be used by your customers, open the app Desk Check-in application.
Log in by using the Google account, already configured for this device.
Select your profile.

Once the tablet is paired successfully, the image that was pre-selected by your location will appear indicating that the device is now activated and ready to be used.
Note: If no receptionist has enabled counter-tablet for your location, the following message will appear.

Sending Desk communication

Once a customer walks in, present the tablet paired to you and go to the appointment details page and simply click the the button that contain the icon of a tablet  on the right top corner of the page.
The following modal will open:

On the modal, using the buttons with the eye icon select the interventions/questions that you want visible on the tablet. Green eye is visible and red eye is not visible.
Note: For check-out and only for check result that is indicated as customer approved, the eye will be set green by default.
Once your selection is made, click Send for the communication to be visible on the tablet that was presented to the customer.
A pop-up will also appear on your screen, on it you can click the button indicated by the red arrow to open the same Desk communication on a new tab.  This way you can see what the customer sees on the tablet. The communication is in read-only.

Answering Desk Communication

Once the Desk Communication is sent to the device, the customer can then view appointment's information in order to review and check-in or check-out.

The communication is called Desk Check-in unless the status of the WO is Car Ready or Quality check then its named Desk Check-out.

Customer can only approved or declined if the item if is not fixed or if its not a Desk Check-out.

Appointment information screen



The customer information is for the first available contact provided in that order
  1. Driver
  2. Owner
  3. Contractor
For phone number is the first available in that order:
  1. Business phone
  2. Business mobile
  3. Private phone
  4. Private mobile
Same  logic for email:
  1. Email private
  2. Email business.

 Scheduled Services, Safety issues and Advisable items screens

The visible checkmark can be clicked by the user to indicate that he declines an item that was not fixed yet.



Name, Signature, Total and Agreements screen.


Note:  A name and a signature must be entered, if a driver's name is associated with the work order, it will then be displayed in the name field by default. 

Note: The application has no log out button, it was conceived that way to prevent customers from accidentally logging out of the app while performing their check-in.

Reviewing confirmation

Once confirmed, Claire will be updated the following ways:
  1. WO status get updated to Car in Shop if its not already and if the WO is not set to Car Ready or Quality Check.
  2. On the appointment details page, a new event will appear on the timeline. 

  1. On the appointment details page, the declined intervention will have the note below "REMOVED by customer", as shown in the image below:
 
  1. On the Desk communication log, a new tab is visible with all the info including the accepted and refused scheduled services and extra services.

On the Desk Communication log, prices willl be indicated at 0.00 if they were not visible on the tablet.

Reminder, prices are not visible on tablet if
  1. the setting for your location is set to hide prices on intervetions.
  2. the setting for customer communication is to hide price on interventions for appointment related to a leasing company.
  3. price is lower than 0.01. 
  1. On the Main Dashboard, once the desk check-in is answered, the field for owner/driver/contractor name will be highlighted blue. 


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