Onboarding Training Structure

Article author
Mads from Uptick
  • Updated

What to expect from training

  • Bring your laptop or sit at a computer you can use in the interactive sections of training

  • Get interactive - we’ve left time for questions and walkthroughs

  • Before starting sessions, watch End to end process walkthrough of Uptick here. Duration: 12 mins

  • Get an overview of the dashboard from your onboarding lead

 

 

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Overview

Sessions Time Topic License Type/User

Session 1

55 mins

Quoting new work or maintenance contracts

Desk - (Quoting new work)

Session 2

45 mins

Generating scheduled maintenance tasks

Desk (Schedulers)

Session 3 45 mins App Completion

Field (Servicing)

Session 4 45 mins Reviewing a task, quoting and dispatching

Desk (Schedulers)

Session 5 45 mins How to manage call outs/repair tasks

Desk (Scheduler, ad hoc tasks)

Session 6  45 mins Complete repairs and call outs on the app

Field (Call outs)

Session 7

45 mins

Advanced tools

Desk (Advanced)

Session 8
(Optional)

45 mins

Annual Certification (AESMR, ASMR, AFSS, Supplementary AFSS, Occupiers Statement, Form 3, Form 56). 

Desk and Field (Auditors)

Q&A 
(Optional)

45 mins

3 x sessions designed to allow you to ask questions as we go through major processes

Desk/Field (All)

Session 1 - Quoting new work or maintenance contracts

55 mins 

Notes: The system stores the client and property details until the service quote is approved, so you do not need to do data entry twice, or have clients which are not active in your server. 

If you're coming from Firemate, check out this terminology sheet to help with the transition in wording.

Agenda

Uptick led Tutorial/Interactive Time
20 mins

5 minutes - Overview of the end to end process flow diagram including dispatching.

5 minutes - Demonstrate service quoting 

10 minute interaction time

  • Setup a service quote to service your own fake training property
  • Enter your details in as the client - we will be using this along the way.
35 mins 15 minutes - Flow service quote into a property, demonstrating configuring the items that need it:

20 minute interaction time

  • Setup the property with the address, access details etc. 
  • Change routine start date
  • Put estimated duration into routine
  • Setup a fixed billing contract 

If you get through the above content, move onto: 

  • Schedule a recurring appointment against routine
  • Setup a do and charge billing contract

Session 2 - Generating scheduled maintenance tasks

45 mins 

Agenda

Uptick led Tutorial/Interactive Time
15 mins

5 minutes

  1. Demonstrate the setup of a do and charge billing contract

10 minutes

  • Create do and charge routine for a property
15 mins

5 minutes 

  1. Demonstrate how to generate tasks for the property setup in session 1, then with those tasks demonstrate:
  2. Bulk allocator
  3. Assign to rounds
  4. Bulk update to assign to a technician
  5. Explain why tasks split up

10 minutes

  • Generate your properties tasks
  • Filter down for them and try assigning to technicians, rounds etc.
15 mins

5 minutes 

  1. Demonstrate creating an appointment for the task that has generated from your property
  2. Demonstration of sending notification

10 minutes 

  • Create an appointment for your task 
  • Send a notification for your task to the client (yourself)

Optional 45 minute Q&A / Tutorial Time

Customer led questions, concerns and tutorial time (to get into the system and have another go!) 

Session 3 - App completion

45 mins 

Agenda

Uptick led Tutorial/Interactive Time
45 mins

15 minutes 

Getting started with the iOS app

Getting started with the Android app

  1. Quick 5 minute app navigation
  2. Open a task which was made in the last session
  3. Check the timeline and scope of works of the task.
  4. Start travelling to the task
  5. Start Performing the task
  6. Complete the Take 5
  7. Start servicing and adding in assets
  8. Add in multiple different remarks and take a photo against remarks
  9. Add a product against a remark
  10. Add a logbook 
  11. Collect signature
  12. Write a note on the timeline
  13. Mark as performed

30 minutes 

  • Use a task which was made in the last session and follow all steps outlined 1-12.

Session 4 - Reviewing a task quoting and dispatching

45 mins 

Note: You do not have to save the report before you dispatch, the dispatch will do it for you and send exactly what you saw on the preview screen. The dispatch will also complete and archive this task for you.

Agenda

Uptick led Tutorial/Interactive Time
5 mins
  1. Set a favourite which views all performed tasks
N/A
40 mins

15 minutes 

  1. Find task from Session 3
  2. Ensure fraction is complete on work tab
  3. Preview report
  4. Check for remarks open without a defect quote reference 
  5. Start defect quote 
  6. Add all items to quote
  7. Demonstration of how to override sell prices and change via percentage
  8. Finalise quote
  9. Jump back to original task
  10. Preview report
  11. Quote reference should now be against each remark (therefore highlighting it's been quoted) 
  12. Dispatch to client both the service report and defect quote
  13. Change email recipient or content of email

25 mins interactive 

  • Run through items 1-13 covered in the session 

Optional 45 minute Q&A / Tutorial Time

Customer led questions, concerns and tutorial time (to get into the system and have another go!) 

Session 5 - How to manage call outs/repair tasks

45 mins 

Agenda

Uptick led Tutorial/Interactive Time
35 mins

15 minutes

  1. Approve defect quote via online link created in session 4
  2. Create a repair task from this quote
  3. Allocate to technician/sub-contractor
  4. Enter due date
  5. Put task in round
  6. Write a note on the timeline

Note: The approval link is also available in the customer portal. You will receive an email when the quote is approved and can setup favourites to monitor this also.

20 minutes

  • Run through steps 1-6
10 mins

5 minutes

  1. Go to a property
  2. Create a call out either via task tab or an asset
  3. Add an attendance fee
  4. Enter a due date
  5. Assign to technician 
  6. Assign to round
  7. Save

5 minutes

  • Run through steps 1-7

 

Session 6 - Complete repairs and call outs on the app

45 mins 

Agenda

Uptick led Tutorial/Interactive Time
45 mins

15 minutes

  1. Complete repair task from the app
  2. Travel to task
  3. Start performing task
  4. Resolve remarks/complete repairs
  5. Demonstration of adding more products, changing quantities, kind of product
  6. Mark as performed 

Note: If you need a product that isn't listed, you need to contact your office team or use a sundry item.

  1. Complete a call out task
  2. Attendance fee should be listed
  3. If you would like to describe a certain asset from the call out, this can be accessed via the all assets button - then add a remark and product to that
  4. Add technician notes
  5. Add photos to the documents tab of the task
  6. Record signature
  7. Mark as performed

30 minutes

Optional 45 minute Q&A / Tutorial Time

Customer led questions, concerns and tutorial time (to get into the system and have another go!) 

Session 7 - Advanced tools

45 mins 

Agenda

Uptick led Tutorial/Interactive Time
15 mins

5 minutes

  1. Setting up favourites to track what you need to

10 minutes

  • Follow Step 1
15 mins

5 minutes

  1. Major servicing module run through
  2. Configure products to variants
  3. Explanation of base date fields
  4. Create a defect quote or task

10 minutes 

  • Use major servicing module to create a defect quote
5 mins

5 minutes

  1. Ensure labour rates are setup for each user

N/A

15 mins

Q&A Time

Session 8 - Annual certification

45 mins 

Agenda

Uptick led Tutorial/Interactive Time
45 mins

20 minutes

  1. How to use the certifications (AESMR, ASMR, AFSS, Supplementary AFSS, Occupiers Statement, Form 3, Form 56)
  2. Add in ESMs
    • Fill in standard of performance 
  3. Highlight ESM presets

25 minutes

  • Follow steps 1-3 on a property

Optional 45 minute Q&A / Tutorial Time

Customer led questions, concerns and tutorial time (to get into the system and have another go!) 

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