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 as a counter tablet, they will be shipped to your location.
3. 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:

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.

Note: The eye will be set to green by default only when the check result is marked as customer approved.

Once your selection is made, click Send for the communication to be visible on the counter 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. The communication 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 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. Private email
   
2. Business email
   

Scheduled Services, Safety issues and Advisable items screens

The user can reject an unfixed item by clicking on the visible tick.

Name, Signature, Total and Agreements screen

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

Reviewing confirmation

Once confirmed, Claire will be updated in the following ways:

1. 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.
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. In the Desk communication log, a new tab is visible with all the info including the accepted and declined scheduled services and extra services.
   

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:

1. The setting for your location is to hide prices on interventions.
2. The Customer Communication setting is set to hide prices on interventions for appointments related to a leasing company.

1. Once the desk check-in has been completed, the Owner/Driver/Contractor Name field on the Appointment List will be highlighted in blue.
   

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