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01
Record the issue
Describe the problem, choose low, medium or high priority and add an estimated duration for the visit.
GLAZEPOINT SERVICE CALL MANAGER
Keep every service call in view.
From the first report to the final visit.
When a customer reports an issue, keep the details, visits and follow-up work connected to their job. Give your team a clear view of what still needs attention.
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AFTERCARE THAT STAYS WITH THE JOB
Log the issue. Keep the team informed.
Your staff create a service call against the customer’s job. It appears in the Service Call tab in Job Manager and in the searchable list of outstanding service calls.
02
Arrange the visit
Book into the main Diary or Installer Diary, depending on the team member carrying out the work.
03
Report and follow up
Write a full report and send a task to the chosen team member if parts, another visit or further action are needed.
04
Complete the call
Mark the call as done when resolved. It leaves the outstanding search list while remaining on the customer’s record.
SEE WHAT STILL NEEDS ATTENTION
One place for your
outstanding service calls.
Find the calls waiting for action without searching through individual customer records.
Filter by priority and sort newest or oldest first. Search by customer name or service call number to find a particular issue.
Open a result to go straight to the customer’s Job Manager, with the original job information and service history close at hand.
Prioritise the work
Use low, medium and high priority to identify the calls that need attention first.
See what is booked
Check the visit date, estimated duration and whether the call is waiting for a date or booked in.
Keep the list focused
Completed service calls are removed from this search list, leaving the outstanding work visible.
BOOK THE RIGHT PERSON
Two diaries.
One connected service call.
Book the service visit in the Installer Diary or the main Diary, according to who will be attending.
Keep the booking linked to the customer’s job so the office and attending team member can find the information they need.
Email the customer an appointment confirmation and use automatic appointment reminders to help them prepare for the visit.
WHEN THERE IS MORE TO DO
A visit isn’t always
the end of the job.
If the issue needs parts or another visit, leave the service call open and make the next action clear.
The attending team member can write a full report, keep it on the customer’s record and send it as a task to the chosen team member.
Book a further visit against the same call and mark it as done once the issue is resolved.
Record what was found
Keep a written account of the issue and work carried out during the visit.
Pass on the next action
Use a task to explain any additional parts, return visits or other follow-up work required.
Keep the call open
The service call remains outstanding until someone with access marks it as done.
A SERVICE HISTORY YOU CAN RETURN TO
Finished work stays on the record.
Completing a call clears it from the outstanding list without losing the history behind it.
Separate issues, separate records
A customer’s job can have several service calls, each with its own description, priority, booking and report.
The original job stays connected
Return to the job’s Service Call tab to review previous issues and reports alongside the customer’s other information.
SERVICE CALL QUESTIONS
A few practical details.
How service calls fit into your team’s day-to-day work.
Can homeowners create a service call themselves?
Service calls are entered by your staff against the customer’s job in Glazepoint.
Can we book a second visit for the same issue?
Yes. Keep the service call open, record the follow-up work in a report or task and book another visit against the same call.
Where do visit photos and documents go?
Uploads go into the job’s Files tab, keeping the supporting information with the customer’s record.
What happens when a call is marked as done?
It no longer appears in the outstanding Service Calls search list. The call and its report remain on the customer’s job record.
Can we add a service call to an archived job?
Yes. You can create a service call against an archived job. We recommend unarchiving the job while you deal with the issue.
SEE GLAZEPOINT IN ACTION
Give your aftercare a clear process.
Book a personalised demo to see how service calls connect with your customer records, diaries and team tasks.
Book Your Demo