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Sales Assistant Setup and Usage Sales Assistant allows the user to set up automation for internal sales done by inside salespeople and for external sales done via a website. All defaults can be filled in by using the various menus within the Sales Assistant Setup.

Note: Once WorkWave has turned on Internal and/or External Sales Assistant for your company, you can follow the instructions below to customize the relevant version(s) of the module.

External Sales Assistant is what your customers will see on your Sales Assistant website. All the settings for the External Sales Assistant can be setup using the Sales Assistant Setup screens in PestPac.

Internal Sales Assistant is used by inside Salespeople to gather information about the pest problem the customer is having and uses the same logic to recommend / schedule service as the External Sales Assistant does. The access right for internal Sales Assistant must be turned on in the user’s Access Template for them to access Sales Assistant from PestPac.

This document walks through External and Internal Sales Assistant and then reviews the Lookup Tables and Sales Assistant Setup needed to set up the module:

• External Sales Assistant

• Internal Sales Assistant

• Lookup Tables

• Sales Assistant Setup

External Sales Assistant

The External Sales Assistant is what your customers will see on your Sales Assistant website. All the settings for the External Sales Assistant can be setup using the Sales Assistant Setup.

Address Screen

Sales Assistant provides address verification built in to verify the proper address and check if the customer’s address is within your company’s service area (determined by zip codes entered in the Branch Zip Code Lookup Table).


Once your customer clicks the Submit button, the address will be checked. If an address is not found, the customer will have two additional verification steps.


Pest Selection Screen

Customers will then be prompted to select one or more pests. If pricing services by property size and that size cannot be found automatically based on the address entered (third-party integration), the customer will be prompted to input the approximate square footage.


Service Selection Screen

Customers will be shown service options based on their pest and property size selections. After selecting a service plan, if you offer an annual prepay discount, a popup displays with the offer.


After the service is selected, customers may be presented with additional questions to gather more information. Questions can be made required or optional.

Schedule Service Screen

The customer will be provided with available dates for the service, which they can select and confirm. The scheduling options in Sales Assistant Setup allow the company to select which techs and time ranges are made available for appointments made via Sales Assistant.


If the displayed dates do not work for the customer, they can select None of these dates work for me and select a specific date / time range. An email will be sent to the user specified in the Branch Settings of Sales Assistant Setup so that someone in the office can check availability.


Summary / Payment Screen

The customer will be shown an Order Summary and Payment Options, including an option to Bill Me Later (which can be shown or hidden).

If the customer selects Pay Now, they will be brought to a screen that allows them to change the name of the cards and/or billing address tied to the credit card account. That name will become the Bill-to tied to the Location.

If enabled (see Sales Assistant Setup below), any new credit cards entered will be listed under the Cards on File for the Bill-to in PestPac.


Once the customer clicks the Proceed to Payment button, they will be presented with the secure Worldpay screen to process their card.


Confirmation Screen / Account Setup

The customer will be presented with a confirmation screen once the sale is complete. The account in PestPac will be created automatically with the corresponding Service Setup and/or Service Order based on their service selection.

Leads

With External Sales Assistant, a Lead is created as soon as the customer clicks the Submit button on the first page, allowing you to obtain contact information, even if they do not complete the sale. You can also opt to close the lead automatically if the sale is won.


Note that you can access your Leads by clicking the Leads link in the side menu. Make sure that you have someone managing the Leads so that they are addressed within PestPac.

Internal Sales Assistant

The Internal Sales Assistant is used by inside salespeople to gather information about the pest problem the customer is having and uses the same logic to recommend and schedule service as the External Sales Assistant does. The access right for internal Sales Assistant must be turned on in the user’s Access Template for them to access Sales Assistant from PestPac.

The Internal Sales Assistant can be accessed from:

• Menu > Sales & Marketing > Sales Assistant: This button is visible to users even if they do not have the access right for Internal Sales Assistant. If a user without access clicks this button, it will open a window with information about Sales Assistant instead of opening the Internal Sales Assistant.

• Sales Assistant button on Lead Detail screen: When using this button, the information on the Lead will fill in on the Internal Sales Assistant.

• Sales Assistant button on Location Detail screen: Similar to entering from the Lead Detail screen, the information from the Location will be filled in automatically. Any services created when accessed from the Location Detail screen will show on the existing Location.

The Internal Sales Assistant is very similar to the customer-facing experience. Differences include:


• You have the ability to list a “script” on the right side of the screen for Customer Service Representatives to follow while guiding the customer through the sales process over the phone (using the internal text options in the Page Configuration of the Sales Assistant Setup).

• On the Address Verification screen, you will be prompted to select how the customer heard about the company (pulls from the Source Lookup Table).

• You will see additional options to Create Lead or Start Over. Note that you should have a process for using Leads in PestPac so that you can maximize use of this option.

• For the Service Selection screen, you will be given the option to override prices during the sale. You can toggle on/off this option in Sales Assistant Setup.

Lookup Tables

Prior to setting up the Sales Assistant, you should complete the following Lookup Tables:

• Technician Auto-Fill: allows you to auto-fill the Tech based on zip code

• Branch Zip Codes: allows you to assign a Branch to a zip code


• Tax Code Auto-Fill: allows you to auto-fill tax codes by city, county, state, and zip code

• Schedule Frequencies: scheduling frequencies available for your services o Note: Remember to assign the Schedule Frequency to the schedule in the

Schedule Types Lookup Table.

• Source: how customers heard about your company

Access Templates

To ensure the appropriate users have access to Sales Assistant, complete the following steps:

1. Go to Menu > Settings > Lookup Tables and select the Access Templates Lookup Table.

2. On the Maintain Access Templates screen, select the template under which you want to give Sales Assistant Access.

3. Check if you want users with this Access Template to have access to the


Internal Sales Assistant and/or Sales Assistant Setup.

Sales Assistant Setup

To set up Sales Assistant, complete the following steps after going to Menu > Settings > Sales Assistant Setup.

General Section

This section houses basic information that will appear on both the internal and external Sales Assistant as well as some default settings that apply throughout the module. Note again that your access depends on the licensing you have.

Fields Function

Contact Phone Enter the phone number in the format 555-555-5555 that will be visible for the customer to contact your company.

Contact Email Enter the email address to which all Sales Assistant correspondence should go, including any automatic emails for when a customer schedules an appointment, makes a payment, or has incomplete scheduling data. You can enter multiple email addresses separated with a comma.

Sales Assistant Enter the Sales Assistant outward-facing URL, including http://.


Process Credit Cards

Check if you would like to process credit cards through Sales Assistant. Note that you must be set up with Worldpay processing in PestPac to use this feature.

Store Credit Cards on File

Check if you would like to store credit cards to Cards on File for the Bill-to when a Customer adds a new card in Sales Assistant.

Allow Bypass of Credit Card Setup

Check if you would like to give the customer the option of paying by a means other than credit cards. If this box is not checked, the customer will be required to enter a credit card payment to schedule service.

Auto Close Lead Check if you would like to automatically close the leads that are considered “Won” when the customer completes the Sales Assistant process. Once the customer completes the process, a Lead, Location, and Service Setup and/or Service Order are created.

Capture Incomplete Scheduling Data

Check if you would like an email sent to the Contact person specified above for any customer who fills out partial information (such as pest problem and address) but does not go through the entire Sales Assistant process. The email will contain all the information that the customer filled out prior to leaving the Sales Assistant.

Exclude Existing Customers

Check if you would like to exclude your existing customers from using the outward facing Sales Assistant. The program determines if a customer is an existing one by performing an address check. If this box is unchecked, it will allow existing customers to go through the Sales Assistant process but only for services they do not currently have according to service class.

Allow Annual Prepayments

Check if you would like to allow your customers to pre-pay for an entire year of service. You can offer a discount in addition to the prepayment discount that is set up in the Company Setup.

Override Price Check if you would like to allow prices to be overridden when using Internal Sales Assistant.

Branch Settings Section

This section allows you to set up separate Contact Information, Scheduling, and Default Salespeople for each Branch.

Note: You must complete the Branch Zip Codes Lookup Table to use this feature.


Fields Function

Default Branch Choose from the drop-down menu if using more than one branch and you want a default branch populated if SA cannot determine which branch.

Contact Phone Enter the phone number in the format 555-555-5555 that will be visible for the customer to contact your company depending on which Branch services that area.

Contact Email Enter the email address to which all Sales Assistant correspondence should go, including automatic emails for when a customer schedules an appointment, makes a payment, or has incomplete scheduling data. You can enter multiple email addresses separated with a comma.

Schedule Select the scheduling rule for each Branch. RouteOp Best Fit: This option, reserved for RouteOp users, allows you to select an optimized time range as provided by Best Fit and the settings you configure for SA. If the options provided are not sufficient, you can select a date/time that is better and submit for approval. The Contact will receive an email notifying them that scheduling is a custom-selected date, so they can review it and follow up with the customer as needed. Smart Scheduling: This option allows you to determine on which days of the week services can be performed, which technicians can perform service, and when the service can be performed. Fixed Scheduling: This option allows you to define specific dates, times, and techs to assign to appointments scheduled through the Sales Assistant. Always Call: This option enables sending an email when the customer has requested service so that they can be called.


Default Salesperson

This is the Salesperson who will be defaulted on a Lead created via the Create Lead button in Sales Assistant.

Eligible Check for all branches in which you are using Sales Assistant.

Target Pests Section

This section allows you to enter up to 12 Target Pests from which customers can choose.

Notes: These Target Pests are NOT linked to the Targets Lookup Table. In addition, whatever is inputted here will be visible on the inward and outward facing Sales Assistant.

Fields Function

Target Pest Caption

Enter a caption telling the customer to choose from the list of target pests. You can enter up to 50 characters in this field.

Populate Target Pest From

Service Code: Select if you would like Service Setups and Service Orders to be populated with the default Target Pests that are listed for the service in the Services Lookup Table that the customer selects. Mappings Defined Below: Select if you would like to map the Target Pests by using the blue links next to the Targets listed under the Caption on Website column. When you click either (None) or on an existing target, the Targets from the Targets Lookup Table will be listed. Check the box next to the Target(s) you would like to select the Mapping for.

Target Pest Fields Caption on Website: Enter a caption you want to be seen in Sales Assistant that describes Target Pests.


Target Pests: Click the links to associate the Target Pests from the Targets Lookup Table to the caption that will show in Sales Assistant. Branches: Click the links to associate in which Branches this Target Pest can be selected.

Property Size Section

This section allows you to define four property sizes from which your customers can choose.

Fields Function

Price Based Upon Property Size

Check if you would like to determine prices for services based on the size of the house.

Prompt Enter the prompt you would like your customers to see.

Small, Medium, Large, Other*

Enter captions for each size. If a customer selects Other*, the customer will be brought to a contact form to submit their information to the office. Also enter the associated ranges in the fields to the right of each one.

Scheduling Section

This section allows you to determine how your customers will be scheduled based on the service they choose, available technicians, available times/durations, and if you want to contact each customer individually for scheduling.


• RouteOp Best Fit: This option allows you to determine how your customers will be scheduled based on the service they choose, available technicians, available times/durations, and if you want to contact each customer individually for scheduling.

Fields Function

Between Enter the minimum/maximum days out you would like the Smart Scheduler to search for appointments.

Number of Days to Offer

Enter the number of days to offer the customer. Note: Sales Assistant will enter one time window per day.

Technicians Press the PageDown key or right-click in this field to get a popup of available technicians. Check the technician(s) you want to perform service. Notes: Only Technicians enabled for use with RouteOp will show in the menu. Also, if an appointment cannot be found using RouteOp, Sales Assistant will use the Quick Scheduler settings.

Days of Week Check the days that you want to be eligible for appointments coming from the Sales Assistant.

Start Time/End Time Window

Enter a starting and ending time for each window of time available for use with Best Fit.

Add Time Range Click the link to add another set of Start/End Time Windows to the list.


• Smart Scheduler: This option allows you to determine on which days of the week services can be performed, which technicians can perform service, and when the service can be performed.

Fields Function

Between Enter the minimum/maximum days out you would like the Smart Scheduler to search for appointments.

Number of Days to Offer

Enter the number of days to offer the customer.

Technicians Press the PageDown key or right-click in this field to get a popup of available technicians. Check the technician(s) you want to perform service.

Days of Week Check the days that you want to be eligible for appointments coming from the Sales Assistant.

Restrictions Check if you would like to restrict putting appointments on technicians who have a specified number of hours booked for the day already. Specify the number of hours booked in the white box.

Start Time/End Time Window

Enter a starting and ending time for each window of time available for use with the Smart Scheduler.


Add Time Range Click the link to add another set of Start/End Time Windows to the list.

• Fixed: This option allows you to define fixed days, times, and technicians who can perform work that comes in through Sales Assistant.

Fields Function

Days Out Enter the maximum number of days out you want to schedule the appointments that come in through the Sales Assistant.

Leave Time Blank Check if you would like the Sales Assistant to assign a technician and date to an appointment but not a time.

Use Technician Auto-Fill

Check if you would like the techs assigned to appointments to be determined by the rules defined in the Technician Auto-Fill Lookup Table.

Dates / Times / Technicians / Branches

Define starting and ending times for appointments. Specify a technician who can perform the appointment and define which days of the week are acceptable for this technician and time.

Add Schedule Click this link to add another block where the user can define additional Days/Times/Technicians.


• Always Call: This option requires that someone from your office call any customer who signed up for service using Sales Assistant. Note: Customers can complete the sales process online, but someone will have to call to schedule/confirm the appointment. Sales Assistant will create the Location, Setup, and Service Order (without a date/time) in PestPac. PestPac will email the contact email address assigned for Sales Assistant twice: once for scheduling and once for completion of the sale.

Service Mappings Section

This section allows you to display recommended services to customers depending on the pest problems they indicate.


Fields Function

Active If unchecked, this service will never be offered. Offer on Internal Site: If checked, this service will be available when you launch Sales Assistant from PestPac. Offer on External Site: If checked, this service will be available to customers on your external SA site.

Friendly Name Enter a user-friendly name for the service (up to 50 characters).

Frequency Enter a frequency for the service (choices are based off the Frequencies Lookup Table). This field MUST be filled in for the service to be recommended.

Recurring Schedule If you want all Service Setups created for that Service to have the same schedule, select it from the list of Schedules; otherwise, PestPac will determine the appropriate calendar schedule based on the Frequency and Initial Service Date.

Price by Branch Check if you want to set up pricing for this service based on the Branch. The Recurring Service and Initial Service fields will be hidden, and a link to open the Price by Branch screen will appear. The Branch Pricing screen allows you to setup Recurring and Initial Pricing for each Branch and the Duration based on the size of the property. Recurring Service: See Recurring Service information below. Initial Service: See Initial Service information below.

Recurring Service Select the recurring service for this service mapping. If you selected to price service by house size, you can enter a price for the recurring service for the Small, Medium, and Large house prices. You can also define the duration for the service based on the house sizes. Use the blue avg link to fill in the price based on the average production value for this service.


If you wish to give the customer a discount for scheduling online, you can define Sales Assistant (internal) and Public (external) discount rates. Please note that you do not need to indicate a recurring service. If you wish to offer one-time services online, simply fill out the initial service and leave the recurring service blank.

Initial Service Select the initial service for this service mapping. If you selected to price service by house size, you can enter a price for the recurring service for the Small, Medium, and Large house prices. You can also define the duration for the service based on the house sizes. Use the blue avg link to fill in the price based on the average production value for this service. If you wish to give the customer a discount for scheduling online, you can define Sales Assistant (internal) and Public (external) discount rates.

Targets Select one or more targets that apply to this service mapping. This field ties the Target Pests and Services together. When the customer uses Sales Assistant, they will indicate the Target Pest problem first and based on these selections, Sales Assistant will recommend one or more services.

Service Description Enter the description for the recurring and initial services. You can click the HTML link within the box to enter the description (including pictures). If you would like to upload pictures, you must have a website to upload images such as Photobucket or Google Picasa.

Terms & Conditions

Enter any terms and conditions for the recurring and initial services in this box. You can click the HTML link within the box to enter the description (including pictures). The customer will have to check a box indicating that they read and agree to the Terms & Conditions.

Savings Disclaimer If you selected to offer a discount for this service, you can enter a savings disclaimer in this box. You can click the HTML link within the box to enter the description (including pictures).

Questions/Answers Enter in questions for your customer to answer when this service mapping is selected. The questions and answers will be stored on the Location in the Customer Notes and will display in the Office Comments section of the Service Order.


Blue Add Question link: Click this link to begin adding questions for this service mapping. Del checkboxes: Check the box next to the question you want to delete. The selected questions/answers will be deleted upon save. Answer Type: Select from the following choices: Single Answer Allowed, Multiple Answers Allowed, Text Answer.

Add Link Click this link to add an additional answer line to the question.

Public Check if you would like this question to show on the external-facing Sales Assistant.

Required Check if you would like to require that the customer select an answer to the question before they can move on.

Customization Section

This section allows you to specify logos, footers, and color scheme within Sales Assistant.

Fields Function

Current Logo If you currently have a logo added, you will see it here.


The Remove link allows you to delete the logo.

Upload New Logo Click the Choose File button to add/replace the logo.

Theme Color Select your theme color used in buttons, headers, and other interactive elements.

Header Phone Helper Text

Type the header you want to use to encourage customers to call you.

Page Configuration Section

This section allows you to set up internal and external marketing text, which can be customized. You will be able to configure the following pages with the public as well as internal text:

• Address

• Pests

• Services

• Schedule

• Payment

• Order Confirmation


Leads Section

This section allows you to set up defaults for Leads that can be created through the Internal Sales Assistant. These Leads are for customers who went through part of the Sales Assistant process but did not actually schedule and pay for service.

Fields Function

Default Pending Event

For Leads created from incomplete sales, select the pending event that you would like assigned to Leads that come in from the Sales Assistant.

Pending Event Days Out

For Leads created from incomplete sales, enter in the number of days out you would like to assign to the Lead.

Default Salesperson

For Leads created from incomplete sales, select a default Salesperson who will be assigned to the Leads that come in through the External Sales Assistant. If the Create Lead link is used for Internal Sales Assistant, the Salesperson on the lead will show as the logged in user.

Lead Source For Leads created from external mode, enter the source.

REMEMBER: For additional setup, training, and usage resources for FREE, including live webinars and a robust video library, please visit PestPac University.

https://www.pestpac.com/pestpac-university/welcome/

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