Software for Home Builders and Condo Builders

H.O.M.E.S. Customer Service F.A.Q.

 

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Frequently Asked Questions about H.O.M.E.S. Customer Service System

   

Q:

Can the H.O.M.E.S. Customer Service System be used as a stand-alone, without H.O.M.E.S.?

A:

YES! As of version 5.0 we are now offering the H.O.M.E.S. Customer Service System either fully integrated, or as a stand alone product both of which can be used to manage all your customer service/warranty management needs and link your offices and remote portable PDI workstations to make sure everyone involved with customer service is on the same page. The best way to use the H.O.M.E.S. Customer Service System is fully integrated with H.O.M.E.S. since there is no double-entry, however we recognize that some builders already have systems in place and just need reliable and powerful customer service and pre-delivery inspection software.

 

Q:

What historical information is retained by the H.O.M.E.S. Customer Service System?

A:

Every time a work order is issued or the status of a work order is changed, a dated entry is made in the Service log not only by lot/unit but by trade/contractor. Since the Lot/Unit History Report can do an analysis not only by lot/unit, but by trade/contractor, you can easily track trends related to a specific contractor.

 

Q:

If we use the pre-delivery inspection system off-line without Internet access, do we have to go back to the head office to synchronize data after each inspection?

A:

No, not at all. After you have finished your inspections for the day, you can easily synchronize data with head office from anywhere with an Internet connection. You can perform multiple inspections during the day and then synchronize once at the end of the day, or if you're in a hurry to get work orders out, you can certainly synchronize more often if you wish. Of course, if you use the PDI system on-line (while connected to head office via the Internet,) data synchronization isn't necessary at all.
   

Q:

Can we track information other than work orders, such as customer complaints etc?

A:

Yes, you can make manual entries regarding anything you like into the service history log. These can be linked to trades and individual contractors for later reporting purposes.

 

Q:

Does the H.O.M.E.S. Customer Service System allow you to report work orders by status as well as by contractor and lot/unit?

A:

Absolutely. As with all other H.O.M.E.S. reports, you can make specifications on any relevant information in any combination in order to filter out only the information you are interested in. The Work Orders by Lot/Unit and Work Orders by Trade reports allow you to specify lot/unit, dates, trade, contractor and status in any logical combination. This makes it easy to retrieve reports such as: List all incomplete work orders for the electrical contractor for lot 14 between June 1st and July 15th.

 

Q:

We want to put the project logo on work orders to ensure there is no confusion between adjacent projects. Can we customize our work orders by project?

A:

Yes, as with all other documents used with the H.O.M.E.S. system, work orders are generated using Microsoft Word document templates for maximum flexibility in customization. Templates are assigned by project, so your work orders can be as dissimilar as you wish from one project to the next.

 

Q:

Can we control what information our after-sales service department has access to?

A:

Yes, in fact whether or not fully integrated with H.O.M.E.S., the H.O.M.E.S. Customer Service System is a separate program with its own icon. It displays only construction related information such as what upgrades and extras are installed, what colour chart selections were made, etc. No financial information is displayed in the H.O.M.E.S. Customer Service System. To access financial information, your personnel must be granted access to the main module of the H.O.M.E.S. system. In addition, you have full control over which features each employee may access.

 

Q:

We sometimes have disputes with contractors regarding their directions for the installation of extras. Will our service department personnel be able to see the original instructions given to contractors, without needing access to the purchase order system?  

A:

Yes, in the integrated edition the main lot/unit information screen includes all upgrades and extras installed, including the contractor's instructions that were used on the purchase order. In addition, with the click of a button, a detailed report of all upgrades & extras pops up on-screen, as does the colour chart.

 

Q:

Does the H.O.M.E.S. Customer Service System work with a hand-held device for pre-delivery inspection checklists?

A:

Yes, the H.O.M.E.S. Customer Service System is compatible with any portable computer notebook/laptop/netbook or preferably a tablet computer. We have chosen at this time not to limit the system to a proprietary pocket PC or PDA system because although their size is attractive, they are very limited in functionality and provide too little screen area to afford the convenience our clients are accustomed to. (Not enough information can fit on the screen at one time, which slows down productivity and causes frustration.) We recommend a tablet (touch-screen) computer especially for pre-delivery inspections as it affords a much more realistic and suitable screen resolution, you can work without a keyboard as you would with a clipboard, and the prices have recently dropped considerably. For an even less expensive alternative we recommend a mini-laptop/netbook.

 

Q:

Can we track the origin of each purchase order, such as P.D.I., 30 Day, 1 year etc?

A:

Yes, the system tracks work orders by origin, and the list is user-definable so you can track by whatever origin categories you wish. You may also define your own custom warranty statuses.

   
   

If you have a question not answered here or on the other FAQ pages, please contact us  at (705) 652-1999, or e-mail to: Sales/General Information.

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