appfolio service requests webinar slides

1 2015 © AppFolio, Inc. Confidential.

AppFolio Service Requests

March 24th, 2015


Presentation Details

Team: Anna Johnson, Diane Jubelt, Mehreen Jamal,

Ursula Shekufendeh, Todd Smith

Duration: ~1 Hour

Recording: Webinar is Recorded, You will Receive Link

Follow-Up: Email will be Sent within 48 Hours


Agenda

• Understanding Service Requests

• Using Service Requests

• Using Work Orders

• Work Order Report

• FAQs

• Coming Soon


Understanding Service Requests


Service Requests Overview

• Service Requests are top-level master electronic forms that may contain a single or

multiple work orders

• Service Requests with a single work order are ideal for minor repairs with one

vendor or repairperson associated with the work, example: fixing a leaking sink that

only requires a plumber

• Service Requests with multiple work orders are ideal for more involved projects that

require multiple vendors or needs multiple different types of work, example: fixing a

leaking pipe in a wall that requires a plumber, drywall person and a painter

• Service Requests are distinct from recurring work orders that are created and

managed as individual work orders


Service Requests Vs. Work Order

Work

Order

Work

Order

Work

Order

Work

Order


Service Requests Additional Uses

Track Bids / Estimates Track RenovationsTrack Turnover / Move

Out Work

• Managing multiple

bids / estimates

• Tracking multiple

different elements of a

remodel – painting,

carpet, counters,

appliances, etc.

• Preparing a unit for

the next tenant –

replacing lock,

cleaning carpet,

repainting walls, etc.


Using Service Requests


Maintenance Index Page• Open the filter at top of page to

adjust filter options

• Clear the default filter for Status =

Open to view all Work Orders

• Click column headers with arrows

to sort by that column

• Right-click Work Order number to

enable opening in a new browser

tab

• Delete Status and leave blank to

search all

• Can search ALL history of Work

Orders


Creating Service Requests

• Task item “New Service

Request”

• Initial creation page has two

sections:

o Top = Service Request

details

o Bottom = Initial Work Order

details

• All Service Request include

at least 1 Work Order

• Additional Work Orders may

be added


Distinguishing Descriptions

• Service Request Description

is internal and tenant

reported description of work

• Work Order Job Description

is displayed on Printed and

Emailed Work Orders and

provided to Owners


Manage Priority

• New capability to give a

Service Request a priority

status:

o Urgent

o Normal

o Low

• Displays on Service Request

• Searchable on Index Page


Owner Details

• Owner information will only

show to those users who

have access to the owner

contact page

• If the access is restricted,

users won’t see that

information on the service

request


Expand Details

• Click the “…” tab to open

Service Request details


Edit Service Requests

• Update a Service Request

details at any time

• Open associated Work

Order, click “Edit” by top of

Service Request number (#)

• Change property, unit,

priority, permission to enter,

and description information


Using Work Orders


Add Work Orders

• Add new Work Orders to a

Service Request at any time

with the “Add” buttons

• Add as many Work Orders as

needed, new ones appear

down the page

• Manage Work Orders

independently of each other

o Financials, vendors,

attachments, etc.

• Each Word Order uniquely

identified with Service Order

#, plus “-” and Work Order #

o #468-1, #468-2, #468-3, etc.


Edit Work Orders

• Edit a Work Order at any

time

• Editing opens the entire Work

Order for changes:

o Owner approval

o Job description

o Vendor instructions

o Vendor information

o Work order adjustment

o Financial / Accounting

information

o Add invoice

o Pass charge to tenant


Add Bills to Work Orders

• Add Charges at any time

• Add as many charges as

needed

• Click the green “+” sign to

add another charge

• Enter GL Account,

Description and Amount

• Charges can be passed to

tenant (in whole)


Create a Bill

• Please Note: Clicking on the

“Save” button will only save

the invoice information

• To create a bill, use the

Action menu and select

“Create Bill”


Act On Work Orders

• Take Actions on Work Orders

with the Actions menu

o Track Estimate

o Notify Tenant

o Schedule

o Mark job done

o Create bill

o Waiting

o Cancel

• Actions are reflected on

screen and tracked in the

“Action Log” section of the

Work Order


Using the “Waiting” Status

• Ideal for use as a “Custom

Status”

• Note when waiting on action

from another party

• Documented in Work Order

“Action Log” section


Attach Files to Work Orders• Attach Files to Work Orders at

any time

• Bottom of Work Order –

individual upload or bulk drag-

and-drop

• Attach any electronic file type

• Attach as many files as desired

• Max individual file size is 10MB

• Files stored forever

• Attached files can be included

in Owner Packets


Print a Work Order

• Print Work Order any time

• Prints to .PDF application –

Adobe, FoxIt, etc.

• Documented in “Action Log”

section of Work Order


Email a Work Order

• Email Work Order at any time

• Presents box to enter email

details

o Recipients

o BCC

o Subject

o Body

o Attachments

• Documented in “Action Log”

section of Work Order

• Sent as an attached .PDF to

the email


Delete Work Orders• Delete a Work Order at any time

• When a Service Request has

multiple Work Orders, delete any

Work Order individually

• When a Service Request has only

one Work Order, deleting the

Work Order also Deletes the

Service Request

• Deleting a Work Order is

permanent and can NOT be

undone

• to keep a record of a work order

they can just use the “Cancel”

action


Work Order Report


Work Order Report

• Accessed from Task Panel or

Reporting tab

• Set Filter options to

determine report contents

• Customize report column

arrangement and column

options

• Customize grouping

• Export, Print, Email, Save


Demo


FAQ’s


FAQ’s

What updates does the tenant see for service requests submitted via the

tenant portal?

• Tenants will see when the status of a work order is changed to “Scheduled”,

“Completed” or “Canceled”


FAQ’s

When are we removing the “Switch to old work order view option?

• We realize there’s a learning curve with using this feature, which is why

we’ve left the old view. We’ve been getting great feedback as people get

more familiarize with the new design, and the data suggests that people are

relying less on the old view. We will be removing the option to switch back in

the next few weeks.


FAQ’s

Is the new service request functionality available on the mobile app?

• This functionality is not available on the mobile app. We are working towards

making the maintenance functionality user-friendly from the browser of any

device. Stay tuned for updates.


FAQ’s

Is this being recorded, can I access this information later?

• Yes, it is being recorded and you will receive a follow up email with link to

recording and presentation within a two days

• You can also access information in the help file


Coming Soon


Product Team Guest Speaker!

• Ursula Shekufendeh

• Product Manager Who Led

Development of Service Request

Feature

• Over 7 Years in Property

Management Software with Two

SaaS PM Software

• Guest Speaker at 2014 Lean

Startup Conference and Many

AppFolio Meet-Ups & Conferences

• Likes Dancing Tango and Watching

MoviesWhat’s most gratifying about your position?It’s always so thrilling to hear feedback from happy customers whose life was simplified as a result of a feature we’ve built.


Thinking About Service Requests

• Features developed in response to

customer feedback

• Increase usability and user

happiness

• Enable “Grouping” of work orders

together to meet multiple needs:

o Multi-Vendor Work

o Estimate Tracking with Multiple Parties

o Renovation Tracking

o Move Out Multiple Projects

• Enable an “Actions” based

approach vs hard-set linear

approach

Better

Faster

STRONGER


Assign Work Order to a User

• Should be live in next week or two

• Any user with access to the Maintenance functionality can be assigned to a Work Order

• Users can login, and filter the work orders index page to see those assigned to them

• The Work Order report can also be filtered by user

• When assigning a work order to an internal user, the vendor is set to the management company by

default, so that any bill created for that work order is made payable to the management company -

The user can change the vendor, if they wish


Time & Materials Tracking

• Should be live in next three to four weeks

• Users can input the number of hours or number of supplies used for a work order by editing the

work order

• Accountants can add the rate for each item (hourly rate, or per unit cost). AppFolio then calculates

the total amount

• The Work Order report and Bill Detail report will show the Quantity and Unit Amount as optional

columns


Inspections Integration

• Time is TBD

• Will be adding the ability to create service requests from flagged inspection items


Summary


Summary

• Understanding Service Requests

• Using Service Requests

• Using Work Orders

• Work Order Report

• FAQs

• Coming Soon


More Info

Help & Training Link

Top Right of Page

1. Access Help

2. Visit Forums

3. Submit Support Request

4. Make a Suggestion


AppFolio’s 3rd Annual Conference

www.AppFolio.com/conference

Register

Soon

Early Bird

Pricing Ends

4/30/15

http://www.AppFolio.com/conference


It’s a Great Time to be In Property Management

We Look Forward to Working With You to Achieve Success


Thank You

appfolio service requests webinar slides

Software

appfolio service requestsmarch

service requestsearchable

service requestsupdate

single work order

service request detailsbottom

emailed work orders

recurring work orders

history of work orders