Flat Glass CRM Flow

Step 1 is when you add an appointment to the schedule on a quote with a Flat Glass CRM enabled Bill To Customer. Make sure to have as much customer information filled out before creating an appointment and clicking OK to Send to CRM; ie Sold To First and Last Name, Email, and Address. If for whatever reason you are creating an appointment before you’re ready to send the lead to the CRM and click Cancel on the CRM prompt, you will need to delete your appointment and recreate it as initializing the Flat Glass lead is tied to this action in Elmo Anywhere.

Step 2 is finalizing the Quote price. After having the appointment created and confirming that scheduling to be sent to the CRM, every time saving the quote after that will prompt you to send the order to the CRM. If you are still finalizing the quote price, click Not Ready when saving. When you click Save and then click Ready, it will send that price to the CRM and text the customer something about their quoted price.

You can completely stop Step 2 from firing if you have a Lost Job Tag applied to the Quote. You can set up a Lost Job Tag in the Tag Function Manager and use any Tag you have created to work as the Lost Job Tag. Below, I have a Tag named L05T that has the Lost Job function applied to it. Simply having this tag added to the Quote will keep the trigger from firing to the CRM.

Important Note: Adding the Lost Job tag itself will fire off it’s own trigger to the CRM to text the customer about the job being lost.

Step 3 is when converting the quote to a Work Order. This will send to the CRM a trigger that basically alerts the CRM that the customer has decided to move forward with the Flat Glass Job. There is no confirmation here and it will automatically send this trigger to the CRM.

Step 4 is when an appointment is created on the work order. This should be the second appointment created for this flat glass job. Similar in a lot of ways to Step 1, this will prompt a confirmation when creating an appointment that you will want to click OK to confirm that appointment in the CRM. This will text the customer an appointment reminder for the actual flat glass work to take place.

Step 5 is invoicing an order. This is the equivalent in the CRM to the lead’s service being completed. When clicking Invoice in Elmo Anywhere, you will be met with a Customer Experience prompt. Clicking the Smile face will send the customer our typical closing text and give them a link that quickly lets them leave the shop a Google Review. Clicking the Frown face will send the customer a special text and not send them any link or tell them anything about Google Reviews. This gives the shop a way to give most customers an easy way to leave a Google Review and not give problem customers an easy way to leave a bad Google Review.

Miscellaneous actions that trigger Flat Glass CRM updates:

•         Mentioned above with Step 2 but adding a Lost Job tag to a Quote will trigger a message to the CRM that the lead has been lost
•         Changing the Start time of an appointment on a Work Order will prompt the user to send the change to the CRM. This will update the customer on their new appointment time.