AppFolio Service Requests Webinar Slides

1 2015 © AppFolio, Inc. Confidential.
AppFolio Service Requests
March 24th, 2015

Presentation Details
Team: Anna Johnson, Diane Jubelt, Mehreen Jamal,
Ursula Shekufendeh, Todd Smith
Duration: ~1 Hour
Recording: Webinar is Recorded, You will Receive Link
Follow-Up: Email will be Sent within 48 Hours

Agenda
• Understanding Service Requests
• Using Service Requests
• Using Work Orders
• Work Order Report
• FAQs
• Coming Soon

Understanding Service Requests

Service Requests Overview
• Service Requests are top-level master electronic forms that may contain a single or
multiple work orders
• Service Requests with a single work order are ideal for minor repairs with one
vendor or repairperson associated with the work, example: fixing a leaking sink that
only requires a plumber
• Service Requests with multiple work orders are ideal for more involved projects that
require multiple vendors or needs multiple different types of work, example: fixing a
leaking pipe in a wall that requires a plumber, drywall person and a painter
• Service Requests are distinct from recurring work orders that are created and
managed as individual work orders

Service Requests Vs. Work Order
Work
Order
Work
Order
Work
Order
Work
Order

Service Requests Additional Uses
Track Bids / Estimates Track Renovations
Track Turnover / Move
Out Work
• Managing multiple
bids / estimates
• Tracking multiple
different elements of a
remodel – painting,
carpet, counters,
appliances, etc.
• Preparing a unit for
the next tenant –
replacing lock,
cleaning carpet,
repainting walls, etc.

Using Service Requests

Maintenance Index Page
• Open the filter at top of page to
adjust filter options
• Clear the default filter for Status =
Open to view all Work Orders
• Click column headers with arrows
to sort by that column
• Right-click Work Order number to
enable opening in a new browser
tab
• Delete Status and leave blank to
search all
• Can search ALL history of Work
Orders

Creating Service Requests
• Task item “New Service
Request”
• Initial creation page has two
sections:
o Top = Service Request
details
o Bottom = Initial Work Order
details
• All Service Request include
at least 1 Work Order
• Additional Work Orders may
be added

Distinguishing Descriptions
• Service Request Description
is internal and tenant
reported description of work
• Work Order Job Description
is displayed on Printed and
Emailed Work Orders and
provided to Owners

Manage Priority
• New capability to give a
Service Request a priority
status:
o Urgent
o Normal
o Low
• Displays on Service Request
• Searchable on Index Page

Owner Details
• Owner information will only
show to those users who
have access to the owner
contact page
• If the access is restricted,
users won’t see that
information on the service
request

Expand Details
• Click the “…” tab to open
Service Request details

Edit Service Requests
• Update a Service Request
details at any time
• Open associated Work
Order, click “Edit” by top of
Service Request number (#)
• Change property, unit,
priority, permission to enter,
and description information

Using Work Orders

Add Work Orders
• Add new Work Orders to a
Service Request at any time
with the “Add” buttons
• Add as many Work Orders as
needed, new ones appear
down the page
• Manage Work Orders
independently of each other
o Financials, vendors,
attachments, etc.
• Each Word Order uniquely
identified with Service Order
#, plus “-” and Work Order #
o #468-1, #468-2, #468-3, etc.

Edit Work Orders
• Edit a Work Order at any
time
• Editing opens the entire Work
Order for changes:
o Owner approval
o Job description
o Vendor instructions
o Vendor information
o Work order adjustment
o Financial / Accounting
information
o Add invoice
o Pass charge to tenant

Add Bills to Work Orders
• Add Charges at any time
• Add as many charges as
needed
• Click the green “+” sign to
add another charge
• Enter GL Account,
Description and Amount
• Charges can be passed to
tenant (in whole)

Create a Bill
• Please Note: Clicking on the
“Save” button will only save
the invoice information
• To create a bill, use the
Action menu and select
“Create Bill”

Act On Work Orders
• Take Actions on Work Orders
with the Actions menu
o Track Estimate
o Notify Tenant
o Schedule
o Mark job done
o Create bill
o Waiting
o Cancel
• Actions are reflected on
screen and tracked in the
“Action Log” section of the
Work Order

Using the “Waiting” Status
• Ideal for use as a “Custom
Status”
• Note when waiting on action
from another party
• Documented in Work Order
“Action Log” section

Attach Files to Work Orders
• Attach Files to Work Orders at
any time
• Bottom of Work Order –
individual upload or bulk drag-
and-drop
• Attach any electronic file type
• Attach as many files as desired
• Max individual file size is 10MB
• Files stored forever
• Attached files can be included
in Owner Packets

Print a Work Order
• Print Work Order any time
• Prints to .PDF application –
Adobe, FoxIt, etc.
• Documented in “Action Log”
section of Work Order

Email a Work Order
• Email Work Order at any time
• Presents box to enter email
details
o Recipients
o BCC
o Subject
o Body
o Attachments
• Documented in “Action Log”
section of Work Order
• Sent as an attached .PDF to
the email

Delete Work Orders
• Delete a Work Order at any time
• When a Service Request has
multiple Work Orders, delete any
Work Order individually
• When a Service Request has only
one Work Order, deleting the
Work Order also Deletes the
Service Request
• Deleting a Work Order is
permanent and can NOT be
undone
• to keep a record of a work order
they can just use the “Cancel”
action

Work Order Report

Work Order Report
• Accessed from Task Panel or
Reporting tab
• Set Filter options to
determine report contents
• Customize report column
arrangement and column
options
• Customize grouping
• Export, Print, Email, Save

Demo

FAQ’s

FAQ’s
What updates does the tenant see for service requests submitted via the
tenant portal?
• Tenants will see when the status of a work order is changed to “Scheduled”,
“Completed” or “Canceled”

FAQ’s
When are we removing the “Switch to old work order view option?
• We realize there’s a learning curve with using this feature, which is why
we’ve left the old view. We’ve been getting great feedback as people get
more familiarize with the new design, and the data suggests that people are
relying less on the old view. We will be removing the option to switch back in
the next few weeks.

FAQ’s
Is the new service request functionality available on the mobile app?
• This functionality is not available on the mobile app. We are working towards
making the maintenance functionality user-friendly from the browser of any
device. Stay tuned for updates.

FAQ’s
Is this being recorded, can I access this information later?
• Yes, it is being recorded and you will receive a follow up email with link to
recording and presentation within a two days
• You can also access information in the help file

Coming Soon

Product Team Guest Speaker!
• Ursula Shekufendeh
• Product Manager Who Led
Development of Service Request
Feature
• Over 7 Years in Property
Management Software with Two
SaaS PM Software
• Guest Speaker at 2014 Lean
Startup Conference and Many
AppFolio Meet-Ups & Conferences
• Likes Dancing Tango and Watching
Movies
What’s most gratifying about your position?
It’s always so thrilling to hear feedback from happy customers whose life was
simplified as a result of a feature we’ve built.

Thinking About Service Requests
• Features developed in response to
customer feedback
• Increase usability and user
happiness
• Enable “Grouping” of work orders
together to meet multiple needs:
o Multi-Vendor Work
o Estimate Tracking with Multiple Parties
o Renovation Tracking
o Move Out Multiple Projects
• Enable an “Actions” based
approach vs hard-set linear
approach
Better
Faster
STRONGER

Assign Work Order to a User
• Should be live in next week or two
• Any user with access to the Maintenance functionality can be assigned to a Work Order
• Users can login, and filter the work orders index page to see those assigned to them
• The Work Order report can also be filtered by user
• When assigning a work order to an internal user, the vendor is set to the management company by
default, so that any bill created for that work order is made payable to the management company -
The user can change the vendor, if they wish

Time & Materials Tracking
• Should be live in next three to four weeks
• Users can input the number of hours or number of supplies used for a work order by editing the
work order
• Accountants can add the rate for each item (hourly rate, or per unit cost). AppFolio then calculates
the total amount
• The Work Order report and Bill Detail report will show the Quantity and Unit Amount as optional
columns

Inspections Integration
• Time is TBD
• Will be adding the ability to create service requests from flagged inspection items

Summary

Summary
• Understanding Service Requests
• Using Service Requests
• Using Work Orders
• Work Order Report
• FAQs
• Coming Soon

More Info
Help & Training Link
Top Right of Page
1. Access Help
2. Visit Forums
3. Submit Support Request
4. Make a Suggestion

AppFolio’s 3rd Annual Conference
www.AppFolio.com/conference
Register
Soon
Early Bird
Pricing Ends
4/30/15

It’s a Great Time to be In Property
Management
We Look Forward to Working With You to
Achieve Success

Thank You

AppFolio Service Requests Webinar Slides

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