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OptimoRoute Appointments and Bookings Overview ​

Appointments and Bookings

Using OptimoRoute

Overview ​

This document outlines the design and overview of Prime Appointments and Estimator Bookings leveraging OptimoRoute for Estimator daily routes.

Features and Delivery Phases ​

The features are delivered in several stages with increasing capability and features.

Stage

Description

Status

1

Trial of using OptimoRoute for Driver(Estimator) timing and daily routes (like UberEats).

Manual Export of Prime Appointments into OptimoRoute.

Complete

2

Automated integration between Prime Appointments and OptimoRoute to create and delete appointment on demand. Automated sends routes to drivers and notifications of appointments that can’t be scheduled.

Released

3

Field Estimator Booking Page for Insured to pick their appointment based on Estimator Availability. Management of Bookings via the Ethos Admin App with Bookings manually triggered to be sent to the insured via SMS.

On Hold

4

Ethos Staff booking page using the same Estimator capacity logic as the Insured booking page allowing more specific choices than an insured.

Released

5

Updated site form for Insured when jobs are registered.
Automated sending of booking links to the insured leading to fast estimator bookings.

On Hold

6

Profit

What are the benefits? ​

Currently bookings are manual and consideration for the location of a job and the estimator’s availability or capacity is completely manual. This means that the person booking work has to manually evaluate the calendar and likely talk to the estimator to confirm each booking.

This leads to:

  • Booking promises we often have to change due to
    • Overbooking
    • Impossible travel times
  • Under booking estimators
  • Inconsistency

Additionally booking estimator time is a manual and time consuming process. In the case of an event this will lead to long delays and an extreme workload for claims staff.

How it works ​

Prime Appointments ​

When Prime Appointments are created (or updated including cancellation) they are syncronised into the Ethos Database.

From there we create, update or delete the OptimoRoute orders in OptimoRoute.

If Appointments are specifically allocated to certain estimators they are also assigned in OptimoRoute. If Estimator TBA is used then OptimoRoute works out the best Estimator.

There are also rules based on the Appointment Type that determine how an order is created, the Address for the Order, whether the insured is notified.

Appointment Types and Bookings ​

The Appointment Type affects how the order is created in Optimo. The main options are:

  • The Type of Appointment
    • Specific Time: If booked for 10AM the driver is booked to arrived at 10AM specifically.
    • Time Window: The Window is generally set between 8AM and 2PM and will be scheduled for 30mins between 8AM and 2PM.
  • The Duration of the Appointment:
    • 30 Mins for Field Quotations
    • 120 Mins for Complex Quotations etc.

Other options include focing the appoint to the end of the day (so the Estimator can do the task when then finish all other work), forcing the location to the office or the estimator’s home.

The Following “cheat sheet” was provided to the Claims Team

OptimoRoute Service Types ​

This report like in Metabase provides att the Appointment Types and the options for creating orders in OptimoRoute.

http://bi.ethosbuilding.cloud/public/question/5103e4a0-f2fa-4111-b407-532eb3ea76b4

Prime WorkOrders ​

Prime WorkOrders are also synchronized to OptimoRoute for users marked with the “Workorder” Skill in OptimoRoute. Any work order for these user creates with the same booking times as the workorder.

*There isn’t any mapping or manipulation of times for workorder (unlike Appointments)

Insured Bookings ​

NB: this is on hold and currently isn’t available for insured. We are using this internally are are holding this option until needed (potentially during a CAT Event).

An Insured will be sent a link via SMS to book their Estimator Appointment.

They will be presented with 10 day options to pick from.

Once they select a day:

  • The insured receive a SMS confirmation of the booked date
  • An Order is created and routed in OptimoRoute
  • An Appointment is created in Prime
  • A Note is added to the Prime Job

The Insured have the option to revisit the booking link to change their appointment date.

Additionally the Insured will also have the option to Cancel the Appointment (requiring a reason type and message).

Preview of the Booking page ​

Below is a screenshot of the what the insured will see for the booking.

Managing Bookings ​

Booking are managed in the Ethos Admin Portal (the same portal used for Make Safe management).

https://admin.ethosbuilding.com.au/

All staff can access the Admin portal; with specific permissions controlling access to admin functions.

Booking Functions

The Two Main functions in the Admin portal for bookings are:

  • Bookings:
    • View Bookings and Booking Links
    • Create new Bookings
    • Use the Advanced Booking Option
  • Booking Availability

    • View the Availability of each Estimator and the scheduled orders

    • View the Estimator Availability Calendar

Using Advanced Booking ​

Advanced Bookings in the Admin portal allow you

  1. to choose a specific estimator
  2. have additional time windows (morning or afternoon) rather than just the 8AM to 2PM.
  3. specific time windows

NB: specific time windows have restrictions to days where the estimator doesn’t already have specific time bookings (to avoid issues with routing).

Here's the How To Guide:

https://scribehow.com/viewer/Admin_Portal__Making_an_Advanced_Booking__pDazN60bSFaiItidf3Qz-A

Advanced Booking and Nearby Jobs ​

When using Advanced Booking you now may see a section showing upcoming OptimoRoute Orders (Appointments, Bookings, Workorders) that are nearby the job you are searching for.

The distance for "nearby" varies by the job and scales automatically from 5KM to 20KM (to cater for more regional jobs).

Note it will only show the closest 3 jobs that are nearby.

Why?

If there is an available Estimator (and it fits with your SLA) it will be more efficient to book an Estimator for the same day.

E.g. If they're going to Frankston on Tuesday and you get another job nearby then booking for Tuesday will make for a better route.

Its not mandatory...just a suggestion.

How will it look?

Open Advanced Bookings from here

Or here

You will optionally see the section if there is a future Job that is nearby.