Overview
The Recurring Service Events screen in Follow Up is where you can manage membership events and book them into jobs. You can filter recurring events, contact customers directly, and log follow-up notes.
Who uses this feature
Administrators, CSRs, and Dispatchers
Feature configuration
Primarily benefits Residential Service and Replacement business types
Applies to all trades
Things to know
Recurring service events (RSEs) are individual service events that are automatically scheduled based on recurring service settings. They're typically included with a membership.
The date of a recurring event lets you know when to schedule a service. You set the actual service date when you book the event into a job.
If an upcoming recurring event has preferred technicians for the service location and the recurring service, only the recurring service preferred technician is shown. You can add a preferred technician by editing recurring services.
To attach a recurring service event to an already booked job, the jobs' invoice should be in Pending status.
By default, recurring service events will populate up to 12 months, 364 days into the future.
The bottom of the recurring service event record shows a list of logged follow-ups and any event dismissal information.
View and filter recurring service events
Go to the navigation bar and click Follow Up.
In the side panel, click Recurring Service Events.
Add filters and sort columns to customize your view:
Use the following filters to find specific recurring service events:
Date range: Select a date range from the calendar to view more recurring events. When you update the filters, click Apply to refresh and apply the filters to the recurring service events table.
Recurring Service Type: Select the desired recurring service types from the list by clicking the corresponding boxes.
Booking Availability: Select between Bookable and Not Bookable service events.
Note: Bookable events have all the necessary information and can be scheduled as a job without issue. Not Bookable events are missing one or more required details and cannot be scheduled as a job until those details are provided. To resolve this, update the recurring service associated with the event. Common missing fields include:
Business Unit
Job Type
Campaign
Arrival Window
Job Start Time
After you complete these fields, the event will become bookable.
Preferred Technician: Select preferred technicians from the list.
Business Unit: Select BUs from the list.
Customers: Select the customer records from the list.
Zip: Enter the desired zip code in the search field, then click Add > Apply to filter by zip.
City: Enter the desired city in the search field, then click Add > Apply to filter by city.
Zone: Select the zones from the list.
Membership Status: Select the desired membership status from the list. If you want to exclude events tied to canceled memberships, exclude Canceled and Deleted statuses from the filter.
Recurring Service Tags: Filter by tags applied to recurring services.
Location Tags: Filter by tags applied to locations.
By default, the table shows recurring service events chronologically. Click a column header to sort by that column. For example, click the Recurring Service column to list recurring events alphabetically by recurring service name.
Click Edit Columns to reorder, hide, show, or lock columns. The edits only apply to your account.
Click Export to upload the RSEs table in the Excel, PDF, or CSV format.
Note: The Address column in the exported RSUs table combines Address, City, and Zip.
Book a recurring service event into a job
Go to the navigation bar and click Follow Up.
In the side panel, click Recurring Service Events.
Use the filters to find the recurring event you want to book then click it.
Click the customer phone number or email address to contact the customer.
If the customer is ready to book the recurring event, enter any additional job details and click Book Job. For more, see Book a job. If you're unable to book the recurring event into a job, log a follow-up.
Note: If the recurring service event is attached to a membership with Suspended status, you’ll be notified before you book the event into a job.
Tip: You can also click Actions > Book Event to book an event to a job.
Take bulk actions on recurring service events
Go to the navigation bar and click Follow Up.
In the side panel, click Recurring Service Events.
Use the filters to find the recurring events you want to take bulk action on then select them.
Click Dismiss Events to dismiss events in bulk.
Note: Dismissing deferred revenue memberships will recognize revenue based on revenue recognition selections in Settings > Membership Types.
Click Book Events to book events into jobs in bulk.
Note: On the Book Jobs screen, you can optionally complete the following information to override details of the selected visits before booking them into jobs:
Start Date: Select a start date for the event. If left blank, the selected visits are scheduled for the first date of their visit windows or the current date, whichever is greater.
Technician: If applicable, assign a technician or technicians to the job.
If you want to send a booking job confirmation message to the customers, make sure to turn on the Book with Confirmation toggle. This only notifies customers who have notifications enabled.
Log a follow-up for a recurring service event
Follow-ups help your team stay on top of booking recurring service jobs and improve customer relations. If you're unable to contact a customer, they aren't ready to book a job, or they no longer want the service, log a follow-up:
From the recurring service event, click Log a follow-up.
Enter follow-up details in the Notes field or click the Log Templates dropdown and select a prewritten message.
Add any additional follow-up details:
Successfully reached the customer: Select if you contacted the customer.
Copy to Customer Notes: Select to add follow-up notes to the customer record.
Copy to Location Notes: Select to add follow-up notes to the service location record.
Change Recurring Service Event Date: Click to select a new recurring service event date. The new date is reflected in the Recurring Service Events screen of Follow Ups.
When finished, click Save.
FAQ
When you book recurring service jobs (membership appointments), can extra services (non-membership items) be added to the invoice?
Yes, once the recurring service is booked, non-membership items can be added to the invoice.
While a technician is performing a recurring service, the customer may ask for additional work to be performed while the technician is at the job site. These items should be added to the invoice.
Any items added to the invoice will be treated as a regular charge to the customer (not as part of membership billing).
How do we remove recurring events from the location profile if updating the membership status doesn’t remove them?
If the recurring event, regardless of job status, is booked into a job or if a follow-up is logged in, it will stay visible on the location even after the membership is expired or been canceled. The exception to this is to delete a membership, which should deactivate all associated events regardless of event status. If changing the membership status doesn't remove the recurring events, dismiss them by going to the customer or location profile, and clicking Recurring Service Events > Dismiss. For more information, see Manage recurring service events.
Want to learn more?
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