Originally written by John Hardwick, last updated Oct 24, 2023, on the Swan Retail knowledge base (FRS).

Overview

The basic concept is that sales people are placed on a waiting list and as potential customers visit the store, they are allocated a prospect and tasked with converting the encounter into a sale.  The system records all activities and as a result it can generate KPIs of each sales person.

The design of the CRM is flexible, allowing for large and small stores, with and without receptionists to be temporarily suspended at particularly busy times.

Configuration

User Privileges

To operate the upboard the user must possess one of the following user privileges.  .

Roles

To operate the upboard the user must possess one of the following user privileges.  .

It is possible for an operator to possess both privileges, the UPS_ADMIN supersedes the UPS_USER privilege.

User Budgets

Part of the upboard system is to generate KPIs for the sales person.  This routine accessible to those operators possessing the AMEND_BUDGETS privilege. 

The routine allows the settings of a sales budget at user level per location, this allows for sales people operating from multiple locations to have individual targets per location.

Locations

Each location wishing to use the upboard must be defined.

No Sale Reason Codes

To operate the upboard system is it necessary to have a list of no sale reason codes to report on why an interaction with a ‘prospect’ did not result in a sale.

Only operators possessing the AMEND_HEADER user privilege can gain access to this routine.

 Service Events

The upboard system has a series of events which are used to track follow-up activities in respect of prospect interactions. To unlock the full potential it is recommended these events are reviewed and configured .accordingly.

Only operators possessing the AMEND_HEADER user privilege can gain access to this routine.

Filtering by UPs shows the events used by the upboard - user created events are not used therefore not recommended. It is however possible to set SLA (response times) for these actions and whether they affect the booking statistics along with linking any templates to the actions.

Sign Off Reason Codes

This routine allows you to record the reason why a salesperson is leaving the upboard system.

Operation

Sales Person Operation

This section describes the operation of the Upboard from a salesperson perspective.

Logging In

The usual login controls apply in that the operator must enter a valid login code and password followed by any of the optional working location/date prompts.

Once logged into the system operators with the UPS_USER privilege will see a screen like than one shown below.

The operator will be automatically signed in to the upboard if they are able to make sales.

If the operator is deemed to be ‘active’ the system will present the active menu

If the operator has the UPS_ADMIN privilege and the location, they are working in this session indicates Upboard is operational in receptionist mode the system will present the receptionist mode scree.

Operators with both UPS_ privileges will see the full receptionist screen upon logging into to SwanFRS and will be logged in to the designer waiting list. (UPS_ADMIN controls will be visible.

The screen is effectively split into two sections

Upboard Dissection

 Signing Out of the Upboard System

Operators with the UPS_USER privilege are automatically logged into the upboard system, if the upboard is operational in their current working location. 

If they wish not to join at this time, they can select the SIGN OFF button at any time, this generates a screen like the one shown below.

To sign out of upboard requires selection of a sign off reason.  This is recorded along with the sign off time for reporting purposes.

The upboard display will remain visible but will clearly state the designer is no longer active.  The SIGN OFF button is replaced with a SIGN IN button

Having signed off, the upboard is still displayed on the screen but now indicating the designer is inactive.

When operating no-upboard activities the system will identify that the designer has logged out of the upboard, as shown below.

Upboard for Waiting Sales People

Once logged into SwanFRS, the system automatically adds UPS_USERs to the bottom of the waiting list.

At this time, it is possible to use all the existing features within SwanFRS.  The upboard will be like that shown below –

In this example the operator is number 2 in the wait list.  The system shows the top to waiting salespeople along with the ability to sign out of the upboard. 

The last refresh time is shown in the top right section of the screen therefore allowing the operator to age the information being presented.  The system doesn’t automatically refresh the data however this is possible via the Refresh button. 

The system has been designed to allow the operator to continue their daily activities within the application and therefore as they move from screen to screen the system will refresh their position in the wait queue.

To ensure the operator is always aware of their position in the queue the side panel will show their ‘waiting position’ when processing in other areas of the application.

Upboard for #1 Salesperson

When the operator reaches wait position number 1 the screen changes slightly now showing the potential customer the salesperson should engage with.

Along with showing the potential customer the ACTVE button becomes available.

Once the operator has acknowledged their position in the queue, they should click the ACTIVE button which instructs SwanFRS that the operator is now dealing with the potential customer.

Once the salesperson concludes business with their last active customer they become available again and are ‘re-timed’ thus moving them to the bottom of the waiting list. 

The system records the time the active button was pressed and the time the action was completed thus generating statistics as to the length of time each salesperson takes with each potential client. 

Selecting the ACTIVE button redisplays the screen as shown below –

In this mode the system is now waiting for the operator to indicate the next step / result of the interaction with the potential customer.

There are several possible outcomes from the customer contact, each is documented below –

Active Screen

Once the designer is allocated the customer the designer is flagged as active.  To complete the process, it is necessary to close the ‘action’.

The screen below is presented for an active designer allowing selection from one of the following buttons.

Customer Information	The potential customer information may be edited at any stage via the white text box.  This allows the designer to refine the information where applicable – perhaps entering a customer’s name or contact number. To revise the narrative click into the text and make the change, when finished click the REVISE button.
CUSTOMER	Clicking, instructs SwanFRS the prospect is a known customer to SwanFRS, Selecting opens the FIND CUSTOMER option allowing the operator to search for the existing customer record. Clicking the customer name in the search result list links the upboard action with the customer’s account and redisplays the interaction ‘header' with the customer’s ID and name. The CUSTOMER button remains available allowing the operator to change the customer account if necessary, perhaps if they select the wrong customer the first time around. If a customer number is selected only to establish the customer is not already known to SwanFRS the operator should use the New customer button to create the new customers account. Where a specific customer has been selected the system will pre-populate the action with the chosen customer. (I.e. new sales will automatically have the customer loaded when being created.)
Now Later	This is a toggle type button, the system operating in either now or later as defaulted within the location controls. Now indicates the operator is to enter all the necessary data to complete the action. Later instructs the system to request the minimum information now but create a reminder against the operator to ensure they return later and complete the action fully.
NEW SALE	Click to inform the system that a new sale order has been obtained.  See New Sale for details.
FUTURE	Clicking instructs the system that the contact has instructed the designer to contact them at a future date.  This may also be used as a reminder should the designer have the ‘contact plan’ at hand / will confirm a future activity later.  See Future for details.
HOME VISIT	Clicking instructs the system that the prospect requires someone to visit their home. See Home Visit for details.
WORKING APT	Clicking instructs the system that customer is to revisit the store at a future date to work with designer further. This button shares the same functionality as home visit but with the legend of ‘working appointment’ instead of home visit.
BUYING APT	Clicking instructs the system that the prospect is to revisit the store later for a presentation. This button shares the same functionality as home visit but with the legend of ‘working appointment’ instead of home visit.
SKETCH	Clicking instructs the system that the designer has generated a sketch which is free standing from an order. See Sketch for details.
REFERRAL	Clicking instructs the system that the customer has asked to see a specific designer. See section See Referral for details.
NO SALE	Clicking instructs the system that the contact did not buy. See No Sale for details.

New Sale

Dependent upon the process method the system will present one of the two screens

Now - The sale must be completed before the salesperson can move on to the next interaction.

Later - The system will collect the basic information with a view to finalising the sale later.

New Sale - Now

Once the NEW SALE button has been selected with the Now option selected, the screen will change to the new sales order screen (shown below)

If the customer was defined within the upboard, the system will automatically associate the ‘known’ customer with the sales order or will require the operator to find / create the customer.

The sales order may then be completed in the usual manner.

If the operator elects to cancel the sales order, the order is cancelled but they remain active with the customer and must therefore choose another option from the ‘active designer’ menu to be able to re-join the wait queue.

Once the sales order has been accepted, or a quotation created via the side panel, the sales person’s active status will be closed, if there are no other active allocations for this operator the system will return to the sales person to the bottom of the waiting list.

For locations operating with the upboard system irrespective of the origin of the sales order (upboard or miscellaneous action) the system will record the full order creation action which will form part of the upboard reporting system (sometimes referred to as the white board.)

If the operator is also the active designer, the system will close the active status and allow them to return to the bottom of the designer wait list.

Sales Order Features for Upboard

When processing a sales order, it is possible to associate a sketch or arrange a home visit.  (These features are available to all new sales orders irrespective of whether the order was created within or outside the upboard system)

Upboard Additional buttons

COMPLETE LATER	This button allows the operator to complete the sale at a later date. This is particularly useful if there are more customers in the wait list than available designers and therefore the operator enters the basic information (with a view to returning to the order when the store is a little quieter to complete) thus allowing them to engage with the next customer on the upboard. Selecting creates a reminder note for the salesperson which is subject to the SLAs set against the event. The salesperson is released from the engagement, they move to the bottom of the wait list however the order must at some point in the future be completed or the interaction closed with one of the pre-specified outcomes to close the ‘complete later’ event.
SKETCH	This button allows the operator to link a sketch to the sales order and shares functionality with the sketch button on the active upboard menu.  For details of its operation see the Sketch section
HOME VISITED	This button allows the operator to specify an appointment with the customer to visit their premises to progress the sale.  Once selected the system will generate a contact screen like that shown below – The operator is invited to enter narrative relating to the visit, allocate the activity to someone (the default is the operator) and assign a date for the visit. This creates an outstanding action on the ‘action person’ which will be escalated via the associated policy if not completed within the stipulated SLA. The actions are recorded against the order notes and remain visible for the life of the order.

New Sale - Later

When a new sale is to be completed later, this option should be used. Selecting NEW SALE with the Later option selected generates the following screen.

The system will request entry of basic sales information and optionally the customer can be selected / created (or added later).

Clicking CANCELreturns the operator to the active page without confirming any action and leaving the designer active.

Clicking the ACCEPT button, verifies the details (such as ensuring the manual pad reference hasn’t previously been used. Where acceptable a message is displayed to screen detailing the order number allocated and a message issued to the salesperson to ensure the order is completed at a later date. This timescale for the completion of this task is set against the ‘complete later’ event.

The white board will be updated with a partial order creation message.

The designer will be made in-active and returned to be bottom of the wait list.

The designer will then be returned to the waiting list

• The system records the time the active button was pressed and the time the action was completed thus generating statistics as to the length of time each sales person takes with each potential client. 

• The designer will be able to complete the order later in that the process of completing the sale is effectively a sales order amendment.  It is therefore important to ensure the correct order dating flag is set – i.e. Is the order to be new business on the day of creation or the day of first acceptance.

• The system will automatically generate a reminder note for the designer time to expire ‘tomorrow’.  This will remind them that the sales order requires completion.  This message cannot be cancelled and will remain present until the sales order it relates to has either been cancelled or accepted.

• If the order is cancelled the system will write a ‘no sale’ record to the white board logging system recording the cancellation date if different to the order creation date.

Future

Dependent upon the process method the system will present one of the two screens

Now - The customer has indicated they’d prefer to be contacted at a future date.

Later - The customer wishes to be contacted at a future date however there isn’t sufficient time to enter all the details now, therefore a reminder to complete the diary notification event is created with a view to completing at a quieter time.

Future - Now

This action is for use when customer does not wish to purchase today but is happy to be contacted at a future date.  

Clicking Future, with Now selected and, with a pre-identified customer account take control directly to the appointment making section. 

Selecting the option prior to defining the customer’s account forces the customer search screen as shown below

Having entered the search criteria the system will list matching customers from which the operator may choose the appropriate record or create a new customer account via the New option on the side panel.

To create a future appointment, click the Schedule Future Contact alongside the relevant customer.

The operator must then enter narrative pertaining to the future event, select the person who is tasked with contacting the customer and to specify a date when the contact should occur.

If the operator aborts the process prior to completing the notes section the sales person will remain active and therefore cannot make additional sales. 

Once accepted the system will record the ‘future contact’ against the customer messages and return to the main menu.  It is only when the ACCEPT button is selected that the sales person assigned to the prospect, will then be returned to the waiting list.

Clicking CANCEL leaves the designer active or if called from the receptionist screen leaves the customer in the waiting list.

Once the activity has been completed the system will record the action against the designer or receptionist showing a future contact has been created and the finish time.

SwanFRS will send a message to the chosen ‘action person’ on the morning of the visit reminding them of the booking.

Future - Later

Electing to complete the action later is enough to complete the action and release the designer from the active status, however a reminder is generated for the operator to complete the process.

The event adheres to the SLA settings against the event and remains open until the event is completed or another outcome is selected.

The event cannot be closed unless either a NEW SALE or NO SALE is selected, or the contact is marked as PENDING for future progression (which effectively leaves the message open - just changes the expected completion date).

The white board will be updated with a partial future contact message.

The designer will be made in-active and returned to be bottom of the wait list.

Home Visit

Dependent upon the process method the system will present one of the two screens

Now -  Process now requires the operator to complete the home visit in detail.

Later -  Process later obtains basic information with a view to finalising the home visit later.

 Home Visit - Now

The HOME VISIT button is to be used when the customer wishes a designer to visit their home to discuss a possible sale and an appointment is to be made now.

Clicking redirects the operator into the search customer page (shown below)

The operator may choose an existing customer from the search list or create a New customer if necessary.

To select an existing customer, choose the schedule home visit hyperlink, this produces the home visit detail page, where the operator is required to enter the details of the home visit including the scheduled visit date.

If the operator aborts the process prior to completing the notes section the designer will remain active and therefore cannot make additional sales.

If a customer is selected in the find list only to have the process cancelled in the notes page the system keeps the customer relationship when control returns to the upboard.

At this stage the operator may enter free format narrative about the home visit, select the person who will be visiting (it will default to the operator’s code) and define a visit date.

Once the activity has been completed the system will record the action against the active designer (or receptionist if called via the reception screen) showing a home visit has been created and the finish time.

SwanFRS will send a message to the designer on the morning of the visit reminding them of the booking.

Home Visit - Later

Electing to complete the action later is enough to complete the action and release the designer from the active status.

The system will create a message reminder for the operator with an expiry date of today irrespective of upboard status linked to the customer ID where set.

 When selected SwanFRS will require the operator to complete the schedule, however the event will remain option until either the contact results in a NO SALE or a NEW SALE or the contact is marked as PENDINGfor future progression.

The white board will be updated with a partial home visit message.

The designer will be made in-active and returned to be bottom of the wait list.

Working Appointment

This option shared functionality with the home visit with the ‘next action’ message being working appointment rather than ‘home call’.

This allows the system to generate separate KPIs for the different action types.

Buying Appointment

This option shared functionality with the home visit with the ‘next action’ message being buying appointment rather than ‘home call’.

This allows the system to generate separate KPIs for the different action types.

Sketch

When selected from a sales order screen or the customer has already been defined within the upboard, the system immediately shows the event screen.

The upboard system will force the definition of a customer via the find customer screen / clicking the Attach Sketch hyperlink.

Once select the screen will show the sketch detail page.

Sketch Details

When called from the sales order SwanFRS links the sketch to the sales order notes page, when called from the upboard SwanFRS links the action to the customer notes. 

The operator is invited to enter narrative relating to the sketch and to use the browse button to search for an image / document on the local computer to upload and associates it with the customer or order.

Sketches are recorded as notes against the customer’s account and visible by clicking the NOTES button.

To view the sketch click the icon.

As with all note pad entries it is possible to create follow up actions and reminders from the sketch action.

If a document is uploaded it is recorded against the customer or sales order for future viewing across the network.  Care therefore should be taken to ensure a suitable resolution of image is obtained.

Once processed or aborted the routine will return to the order detail screen.  If called from the upboard aborting the process leaves the sales person ‘active’.

Referral

This option does not use the Now / Later option – referrals are always now irrespective of the Now / Later setting.

A referral (also known as ‘be back’) is where the potential customer requests a specific designer to deal with them.

Once the activity has been completed the system will record the action against the designer, or operator if called from the reception page, showing a referral has been created and the finish time.

The referral immediately allocates the prospect with the selected salesperson for immediate action.

No messages or events are generated.

The assignee may therefore have more than one prospect to deal with at the same time.

SwanFRS will send a message to the chosen ‘action person’ on the specified delivery due date.

No Sale

This option does not use the Now / Later option – no sales are always now irrespective of the Now / Later setting.

The NO SALE (sometimes referred to as Gone Away) button only becomes active once a no sale reason code has been selected first.

 Selecting the NO SALE button informs the contact with the customer has not been fruitful (at this time)

Specifying a no sale reason updates the contact with the reason, date and time stamp.

If assigned to an active designer will then be returned to the waiting list or if called from the receptionist screen the customer will remain in the waiting list.

Standard Menu Operation

SwanFRS is designed to allow the operator to continue their daily activities on the system while waiting to reach position 1 on the waiting list.

During this time SwanFRS will allow the operator to process transactions on the system however it is possible to restrict the generation of new sales orders.

This setting is controlled at location level and offers the following constraints.

Within Set Up Locations if the New Orders Through Upboard System is ticked

Where the location is set to block creation of sales orders outside of the upboard system, it will not be possible to create new sales orders other than within the Upboard menu.  (New sales order via the sales menu and new sale from a product / inventory enquiry are blocked.)

This restriction applies to new sales orders only and not the amendment of existing sales orders.

Dependent upon location settings it may not be possible to create a sales order via the new sales order or via the buy products option when the location is operating in upboard mode.  If this is the case a warning will be produced to screen should the operator attempt to do so, and the action blocked.

Where set to allow new sales outside of the upboard

If a location is running the upboard system and the operator can create a sale outside of this system, SwanFRS will automatically add the order to the white board statistics for the day.  The orders will be classified as ‘created outside of the upboard system’ but will appear in the white board statistics.

The system will record the sales against the primary sales person and record the operator within the white board system even if the primary sales person does not possess either of the UPS_ privileges.

The exception is the operator who is deemed to be active within the upboard system.  Where a designer is assigned as ‘active’ (whether signed in or out of the upboard system) a warning message will be present to screen.  The warning will state – 

Logging Out of SwanFRS

If the operator selects the Log Out option from the operator’s avatar pick-list whilst ‘active' with a prospect the following warning is produced.

This process leaves the operator assigned to the customer.  When the operator logs back in the operator will be required to complete the assignment before proceeding with new customers.

If the operator is not assigned to a customer clicking Log Out requests the selection of a log out reason.

Specifying a reason and selecting SIGN OFF AND LOG OUT they will be logged off, the licence freed and when they log back in they will, if still linked to the upboard be added to the end of the wait list.

If the operator chooses the LOG OUT AND REMAIN SIGNED IN, they will leave the wait list but remain logged into SwanFRS thus allowing them to work without climbing the ‘waiting’ ladder.

When SwanFRS is terminated incorrectly via the x button in the browser or when the PC is turned off the SwanFRS is not aware of the termination and cannot sign off the designer.  It is therefore recommended that designers operate in full screen ‘kiosk’ mode.  The designer although logged out of SwanFRS remains active within the upboard. 

All designers are logged off the wait list during the overnight update process.

Action Reminders

If a designer elects to complete a task originating from the upboard at a later time, the system generates a reminder message which has been set to expire on the day it is generated.

The number of open messages is displayed as a number to the lower left of the operator’s avatar and where configured also at the foot of the main menu.

dependant upon configuration, clicking the avatar and selecting X Messages or by clicking The Find Messages hyperlink to the right of the message block presents the message search lists screen.

Messages can be filtered by Event and as such all UPs messages can be displayed, however all messages should be reviewed an progressed as soon as possible.

Clicking the Message ID, either on the main menu or in the search results shows the details of the event and actions available to progress it.

The event will only be ‘closed’ once this action page has been successfully processed.  I.e. if the operator does not complete the sales order the system will leave the action event open.

The white board will be updated with an action completion message where applicable.

Action events are –

It is also possible to see a referral message attributed to a ‘upboard’ action.

Locations without Receptionists

When a user logs into SwanFRS processing the UPS_USER privilege for a location operating without a receptionist the system will allow the user to add customers and set the #1 designer as active even though it may be an alternative login to the #1 designer.

Once logged in the system will present the menu as though operating as a designer (none active designer menu shown below)

Clicking the RECEPTIONIST button generates the following screen –

This screen is split into two sections –

• The top section of the screen shows the top three designers waiting for an opportunity to sell.

• The lower section of the screen is designed to allow the ‘acting’ receptionist  to administer the upboard.

Waiting List

This section details the top 3 waiting designers and allows the operator to mark the designer at the top of the wait list as active.

Receptionist Tools

The lower section of the screen effectively is split into two sections.

• The left side of the screen shows the full designers wait list.

• The right side shows the list of customer’s waiting to be engaged by a designer.

Designer’s Wait List

• The designer list shows all the designers currently available (signed into the upboard) irrespective of whether they are waiting for, or currently dealing with a customer.

  • Unassigned salesperson are shown with a green background

  • Assigned are shown with a yellow background

  • A selected salesperson is shown with a light blue background

• The time allocated to the designer is the time they became available to Upboard or were set as active. 

• In normal operation this list will show in time order, however this list can be re-sequenced by the receptionist.

• The list will show designers logged into Upboard for this location.

• Active designers will show the prospect they are allocated to alongside their name.

• If a designer has been allocated more than one potential customer, the designer will appear more than once on the designer list.   This can only happen when flagged as active.

• Prefixing the designer is a selection arrow ( ) which when clicked focuses activity on the specific designer.  The designer line will be highlighted, and certain buttons will become active. (this turns the background for that salesperson light blue)

The following buttons are available

SIGN IN	Available at all times. Clicking this button instructs the system that a new designer is to be added to the available list.  I.e. it is possible to sign another designer into the system without them having to log into SwanFRS.  This makes the operator available to Upboard but not SwanFRS – I.e. a licence is not consumed.  The list will only show users holding the UPS_USER privilege and have a default location matching the receptionist (or are mobile users with access to the receptionist’s location) who are not currently already logged into the upboard. It is not possible to sign the same designer in twice. A record will be made of the sign in and they will be added to bottom of the waiting list.
SIGN OUT	Only available when a non-active designer is highlighted (light blue background). Clicking this button instructs the system that the identified designer is no longer available.  It will be necessary to enter a sign out reason.  See Signing Out of the Upboard System for details.   Logging out of Upboard does not log the user out of SwanFRS. It is not possible to sign out an active designer.
FINALISE	This button is only active when an active designer is highlighted. This act effectively assigns the prospect to the designer removing the prospect from the right-hand-side of the page, linking the designer and the prospect, with a yellow background on the left-hand-side of the page. Should it be neccesary the operator may select the MAKE ACTIVE button and progress the interaction on behalf of the salesperson.
UNASSIGN	This option is only be available if the operator selected the MAKE ACTIVE option previously and there have been no additional ‘assigns’ since then. The salesperson and prospect are separated with both showing in their respective sides of the screen.

Potential Customers Section

The heading shows the total number of potential customers waiting to be seen by a designer.

The list is sequenced by creation date and cannot be re-sequenced manually.

Prefixing the potential customer is a selection arrow () which when clicked focuses activity on the specific customer.  The potential customer will be highlighted, and certain buttons will become active. Selecting turns the prospect’s background colour light blue.

 The buttons available for potential customer

Receptionist Mode

 When a user logs into SwanFRS with the UPS_ADMIN privilege and the location is not operating with the upboard system, SwanFRS will operate as though the operator does not possess this privilege.

If the location is configured to operate the upboard irrespective of which mode the location is operating with, the operator will be allowed access to the receptionist mode via a menu option.

To gain access to the receptionist features the operator needs to select the receptionist button. This generates a screen like the one shown below –

This page is split into two sections.

• The top section of the screen allows the administrator to manage the upboard for multiple locations.

• The lower section of the screen offers full upboard control.

Location Control

This section of the screen allows the operator to view alternative locations and to change control settings where necessary.

Receptionist Features

This section allows the receptionist to manage the sales person and potential customer list.

This section is effectively split in to two sections –

 The left section of the screen lists the designer wait list and offers full receptionist controls.

• The right section lists the potential customers waiting for a designer

Designer Wait List

This section shares functionality with the designer screen for locations operating without a receptionist.

 Additional features are listed below -  

 Moving designers does not alter the time they became available within the list.

General

Waiting List (Designer List) Protocols

Whenever a designer is signed on, they are immediately added to the bottom of the ‘waiting list’.  The time they are made known to the upboard system is also recorded as a reference and this will not change irrespectively of what happens until they either sign out of the upboard or become active with another potential client.

As other designers are allocated potential customers (made active) they gradually work their way to the top of the list and eventually have the opportunity to make a sale.

When they reach the top of the list they are flagged as ‘active’. Dependent upon operating mode this could be either by themselves or another suitably empowered user. 

The active status effectively suspends them from the waiting list.

Once the designer has concluded business with their client, they indicate to the system that their active status has terminated, and they wait for their next sale opportunity. At this stage they are repositioned at the bottom of the waiting list and begin to work their way back to the top.

The exception to this rule is the ‘referral’ activity.  If a designer records a referral on completion of the referral process, they immediately move to the second place position on the wait list thus giving them a chance to make a sale without having to wait.

Whenever a designer ‘signs out’ of the upboard their position is lost, and their name removed from the wait list.

If a designer is allocated more than one customer at a single time the system records each active time and therefore the designer may appear several times on the designers list.  As they conclude business with the customer their ‘active’ record is removed.  They will not be added as a waiting designer until they conclude business with their final active customer.

Concluding business with the one remaining active customer adds them to the bottom of the waiting list with the time of business conclusion. 

Activity Log

At each stage the system will record the location, date and time of each activity indicated by the upboard system.

The points at which records are generated are.

• Signing in to the upboard.

• Signing out of the upboard

• Flagging as ‘active’

• Completing the ‘active’ session

The system records

• Location

• Date / time

• Designer or operator ( if via receptionist page or if outside Upboard )

• Origin – designer activity / receptionist page / outside Upboard

• Activity

• Sign in + who by (user code processed the sign in this may be different to the designer’s code)

• Sign out + who by / reason – this may not be the designer themselves.

• Active + who by – perhaps a daily serial assignment number

• Action type (Now, later or completion of a later action)

• Details

• New sales order + front office / order reference and completion status

• New sales order + back office / order reference

• Sketch done

• Home visit done + user message sent to / message delivery date (visit date)

• Action type + user message sent to / message delivery date

• Future, home call, working apt., buying apt., referral, no sale

• Tracked activity updates

• Home visit completion – linked to sales order / no sale reason / pending

• Referral / future completion – date, user time of action

• Open session closure – number of customers processed during this time

• Customer number (SwanFRS customer number or null if not recorded)

• Customer notes – entered by the receptionist

• Time of customer arrival in the store

• Designers wait list position / customer wait list position 

(If called from the receptionist mode the designer wait list position will be 0 or null.)

Activity updates

Creating diary messages within the Upboard system effectively creates a call message to the selected operator (action person) which is delivered on the date specified.

The message, if not completed, can be set to escalate to a manager.

Once the message has been acted upon it is necessary to track the ‘next action’.  This will occur for the next action only, subsequent actions in a message chain will not be recorded.

Updating the first action message from an upboard creation will present the operator with a series of additional buttons.  (If the same action occurs outside of the Upboard system the standard ACCEPT and CANCELbuttons will be visible.

The following relate only to HOME VISIT , REFERRAL and FUTURE contacts when occurring from an Upboard event only.

Updating diary messages created from the Upboard system will also record information to the activity log

Follow up message

 End of Day

The system will be set to run an overnight closure / clear down of data.

All designers left logged in overnight for all locations will be automatically logged out with the data log indicating an automatic log out.

Any active processes need flagging as ‘system closed’

All potential customers will be recorded as a ‘system closed’

At the start of each day no data from the previous day will be ‘open’.

This process does not close any messages generated – these remain active until the operator has completed the task.  Escalation of outstanding messages will occur where set.

 System Reporting (white board)

 There are a series of reports linked to the upboard.

Flow diagrams

The following flow chart details the process for the Upboard designer.

Once the designer becomes active the waiting menu is replaced with an ‘active’ menu. Once the activity with the customer has concluded they need to make a choice of outcome.   The active menu offers the following choices -

The flow diagrams give a representation of the flows involved – It is important to read the narrative relating to each process as some of the exceptions and control protocols have been omitted.

Files from the Confluence page

• Creating Delivery Runs Guide.pdf

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pdf

Creating Delivery Runs Guide.pdf
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