Email - Customer - Event Reminder 3

Steve Myrter shared this question 5 years ago
Answered

We don't use the Event reminder 1 (AKA Event Reminder). We use Event reminder 2 and we were using Event reminder 3. However, the event reminder 3, we had it giving our setup time to the customer automatically. However, it was way off. The example I have is a customer was scheduled last Friday for delivery at 8:15 and the email she got said we would arrive on Friday at 10:00am to setup. (I have a copy of the email from the customer). I did some research and I have found that the system is taking the time of how long it would take us to setup from the start time of the event and putting that as the setup time (Example: 11:00 start time - 1 hour setup - 10:00 setup time). The system didn't take in to account the other orders I had after hers already scheduled and it certainly didn't take the information from the Delivery tab. Obviously this is a glitch of some sort. Any expected time frame when this will be corrected or a work around? We love the email and this confirmation of setup time and want to use it.

Best Answer
photo

It is working as designed. Emails are generated based on the settings on the contract tab. Generally these emails go out before someone does delivery scheduling. I would agree we could improve by allowing the delivery scheduling to update those fields on the contract tab of the lead, but there's a lot to that. The fact of the matter is that you've told your customer the time or a window that you would deliver in and if we changed that when you scheduled the deliveries, you would have no record of the change. Additionally, the customer would not know any different. So we would have to also alert the customer or you so you could inform the customer. I expect through the year the delivery module will see its share of updates. It was just released and has already gone through a number of updates.

Comments (4)

photo
1

It is working as designed. Emails are generated based on the settings on the contract tab. Generally these emails go out before someone does delivery scheduling. I would agree we could improve by allowing the delivery scheduling to update those fields on the contract tab of the lead, but there's a lot to that. The fact of the matter is that you've told your customer the time or a window that you would deliver in and if we changed that when you scheduled the deliveries, you would have no record of the change. Additionally, the customer would not know any different. So we would have to also alert the customer or you so you could inform the customer. I expect through the year the delivery module will see its share of updates. It was just released and has already gone through a number of updates.

photo
1

This has caused some confusion with our customers who see only a fixed time, not a window of delivery time on their event reminder. This means that if we are not there by the START of the delivery window, they panic and get upset because we are not there. How can we change the default on the event reminders to show a window (start and end) delivery time rather than just the fixed time?

photo
1

You can modify your email template to use different variables to include the full range of time. You probably want to use one of the following variables:


%fullsetuptime% Setup Start/End Date/Time (uses durations if window not set) 11/18/2013 11:15am - 12:45pm


%fullsetuptimetext% Setup Start/End Date/Time (Text) Mon, Nov 18, 2013 11:15am - 12:45pm


%setuptimetext% Setup Start/End Time Text 11:15am - 12:45pm


Click here to see all the available variables.

photo
1

In case the above wasn't clear, you can use %setuptimetext% in your email template to print out the time range as entered on the contract tab of your event.