Zuper Key Concepts

Jobs – Also known as work orders, are specific tasks that must be performed by a field technician. 

Scheduling – It is the process of selecting a time and date for a customer service request based on the team’s availability. 

Dispatching – It is the process of assigning technicians to a specific work order or job-based on a technician’s timesheet. 

Routing –  It is the process of setting up a series of jobs for a specific field service technician to perform over the course of a day. 

Quotations – Also known as Job Estimates, are documents that approximate how much a job will cost right before you begin. 

Invoices – Are commercial documents that specify how much your customer owes you for the product or service that you have offered.  

Parts & Services – Refers to additional parts, materials, or services that are provided to the customer in order to complete the scheduled job successfully. 

Timesheets – Are official documents that record the number of hours a technician works in a day; it is used for calculation of wages. 

Contracts –  A written agreement made with customers that lists down terms of deliverables, SLAs, and other terms and conditions. 

Assets – Refers to customer or business-owned assets. Customer-owned assets are deployed at customer locations and demand constant maintenance by the organization. Organization-owned assets are resources that must be added to the job for successful completion. 

Checklists – A list of tasks or instructions that need to be fulfilled by the technician during specific stages of the job. Checklists when associated with job statuses enforce compliance, control, and governance. 

Notifications – A message sent to customers about updates in their job or technician’s arrival/location. 

Alerts – Indicator messages shared with internal stakeholders on configured job status updates, SLA breaches and delays. 

Workflows – Automate steps that are defined within or across modules. It comprises a trigger, a condition, and an action. Whenever a trigger occurs, a condition is satisfied, and action is performed automatically. 

Business Processes – Standard operating procedure defined by the organization to manage and control jobs or work orders in the system for quality control, governance, and consistency. Business process workflows include job status configuration and policies, notification and alerts, and checklists.  

Dispatcher – The person responsible for dispatching and routing technicians to scheduled jobs. 

Technician – The field agent who is in–charge of performing tasks at the customer’s service location. 

Administrator – The person who is in–charge of setting up and managing Zuper for your organization. 

Supervisor – Also known as Team Leader, is the person in charge of managing one or multiple teams of field technicians.  

Analyst – The business process expert who measures the effectiveness of your organization’s field operations.