Adding a service reminder ensures that your customers receive timely notifications for maintenance, renewals, or other serviceable actions. By configuring service reminders either directly through the customer dashboard or via a service job, you automate customer engagement, reduce missed appointments, and ensure services are maintained, which leads to increased customer satisfaction and operational efficiency.
Existing system settings
Before adding a service reminder, ensure the following settings are configured to provide a smooth customer experience:
- The customer's communication rules must be set up in advance, as service reminders follow the contact’s preferred method of communication (Email, SMS, etc.).
- Service reminders can only be sent to customers, not work addresses.
- Job Description Templates are not required for Service jobs but we recommend linking them to ensure consistency in service types and reminders. It is also required to have them linked if you use the Contracts feature.
Adding a Service Reminder to the Customer's Dashboard
➡️ Locate the Customer record.
- On the left side panel, click "Click here to add one".
- Choose the service type from the list.
- Select the start date for the reminder.
- Choose the contact who will receive the reminders.
- Click Add service reminder.
Note: If you cannot see the preferred communication rule next to the contact’s name, you will need to add or update this in the customer’s contact information before proceeding.
Adding a Service Reminder Through a Service Job
➡️ Locate the Customer record.
- Click Add new job.
- Tick the box labeled "Is this a service job?".
- Choose the relevant service type.
- Click Save.
This will automatically create a service reminder for the customer alongside the new service job.
Note: If you're adding a new service job but the service reminder option is greyed out, it means the previous job has not been final invoiced or marked as free of charge. You must close the previous service job before adding a new one to the same reminder.
Notifications
Once a service reminder is added, notifications are sent to the assigned contacts based on their communication preferences. Ensure that all relevant communication rules are configured in the customer’s contact profile to avoid delays or missed notifications.
Save Your Configuration
After setting up the service reminder, verify the details and click Save to ensure the reminder is added to the customer’s account.