Manage Your MSP On The Go

Welcome and agenda

Alex Fusco: All right, I'll go ahead and get going. Hey, everyone. Welcome in. I'm Alex, I'm the field marketing manager here at Rev.io. Thanks for joining us for today's live workshop, Manage Your MSPs on the Go. If you want to drop in the chat where you're from, we're happy to have you. But let's go ahead and get started.

Alex Fusco: So today we're going to be talking about managing MSPs on the go. We know your business doesn't stop just because you're away from your desk. And a lot of platforms nowadays promise mobile functionality, but those experiences don't always live up to expectations. So we're really excited to show you what we can do here at Rev.io and walk through what that looks like in practice, whether you're a business owner, a technician, or on the sales side.

Alex Fusco: Tony, our solutions engineer, is going to take us through it. Before I hand things off to him, feel free to drop questions in the chat as we go. I'll be behind the scenes keeping an eye on those, but we will have a live Q&A at the end, so definitely stick around for that. Tony, I'll let you introduce yourself and take it from here.

Tony Mehner: Thank you, Alex. Welcome in, everyone. I'm pretty excited to go through this procedure with you and show you what we have in store. What we're going to do today is start with discussing the dispatch procedures, and then we're going to switch to a phone and work through that ticket.

Tony Mehner: For those of you that may not know me, my name is Tony Mehner. I am a senior solutions engineer here at Rev.io. Prior to Rev.io, I worked for about 15 years with Tigerpaw: onboarding, training, webinars, the works. So for those of you that know that, my voice probably sounds very familiar to you. But for others, welcome and thank you for hopping in today.

Tony Mehner: So what are we going to talk about? Well, the first thing I want to walk through is how the new Rev.io allows you to dispatch with ease. After that, we're going to dive into the mobile app itself, and we're going to work that ticket from a technician's point of view. I'm really excited to show you that.

Tony Mehner: That's not all that exists in the mobile app, though. It's not just a technician companion app anymore. There's a lot more to it, a lot more capabilities, and a lot more ability for it to be used by other people within your organization besides just techs. So I'm going to walk through the different mobile app features that we have released within the last couple of months, and I'm really excited about all of them.

Tony Mehner: Then we're going to wrap up with how a tech, and anyone actually, can review the completed work, along with some of the reporting capabilities from the mobile environment. Then we'll swing back into the full new Rev.io experience to talk a little bit about the analytics engine around keeping track of service and all of that.

Tony Mehner: So we have a lot to cover today, so let's go ahead and dive right in.

Create a ticket with Revii

Tony Mehner: Let's go ahead and bring up the full new Rev.io experience. For this webinar today, I'm going to create a new ticket and I'm going to dispatch that ticket, and the way that I'm going to create that new ticket is through our companion, Revii.

Tony Mehner: This is probably one of the coolest additions to new Rev.io, because it allows you to do almost anything that I'm going to be walking through and showing you on today's webinar, just with your voice and maybe a click of approval. So for the first time in over 17 years, when someone says, "This is a really cool system, but I have to click a lot," I can say, "Well, we now have an option for you not to have to click much at all."

Tony Mehner: So let's go ahead and create our ticket. Let's say that a customer, Apex Technologies, called me. They're having some internet connectivity issues, and they need some help. Instead of having to find Apex Technologies, look at their tickets to determine if I am duplicating efforts or not, and then create a ticket and manually type everything that goes into it, I can simply chat with Revii about their problem.

Tony Mehner: What can you tell me about Apex Technologies?

Revii: Let me take a moment to look up the customer record for Apex Technologies.

Revii: I found the customer record for Apex Technologies. It's an open business account based in Omaha. I've shown the customer details in the table above if you want to drill into anything specific.

Tony Mehner: Oh, awesome. Can I see a list of their open tickets, please?

Revii: Sure. Let's pull up their open tickets and see what's currently in progress. I displayed their open tickets on the table above. If you want, I can open a specific ticket to read the details.

Tony Mehner: Oh man, 45 tickets is a lot. Can we trim that down? Can I just see their high-priority tickets?

Revii: Let me narrow that down to just the high priority ones for you.

Revii: I filtered it to high priority open tickets only. I displayed them in the table above so you can review and drill into any specific one.

Tony Mehner: I don't see the issue that I'm looking for. Can I create a new ticket for Apex Technologies? They just called. They're having some internet connectivity issues within their office. Work requested: let's diagnose and repair the connectivity issues. Let's set the status to new and the priority to high.

Revii: Got it. Let me set up the ticket details carefully so everything's correct before it's submitted.

Revii: I've put the new ticket up for your approval on screen with the status set to New and priority set to High. Once you approve it, it will be created with the connectivity issue summary and the requested diagnostic and repair work.

Revii: Okay, submitting that ticket now with the approved details. Ticket created successfully. Number 1069.

Tony Mehner: All right, we have a ticket, and I didn't have to click much except for the one approval. Whenever Revii does something within the system, whenever it acts on your behalf, it will ask you to approve it. It can do over 250 actions for you, instead of you having to remember how to do the action yourself.

Tony Mehner: So that one click was all it took to review all of their tickets, filter down to high priority tickets, not find what I'm looking for, and create a new ticket that we're going to use in today's webinar. Now, before we leave this view, I would be remiss if I didn't talk about some of the cool things that it did and showed within the system.

Tony Mehner: When I asked for those lists, it actually created a generative UI list, and from here I have the ability to add and remove columns. So if I just wanted to see when a ticket was last updated, I can easily bring that column in with no further discussion needed with Revii.

Tony Mehner: I also have the ability to go into some of these tickets and change some of their details, or review some of their details, before going into the full ticket to really work this particular ticket. So there's a lot of functionality in here, and a lot of things can get done. The one thing that I want you to keep in mind is that we've also brought this power into the mobile app.

Tony Mehner: So the ability to chat with Revii and ask her to do things on your behalf is also available in there, and we will demonstrate that later. But I wanted to kick this webinar off with a new ticket that we can use for the remainder of the webinar to show the power of both the dispatching and the mobile environment.

Tony Mehner: Last thing: Revii cannot do anything that you as a user cannot do. Revii does not have admin access to your data. She has access to the API calls and tools that you have access to when you're clicking within the interface. Revii also does not train on your data. So you can rest assured that anything you can do within the system, Revii can help you with. If you cannot do it within the system, Revii cannot help you.

Dispatch board, calendar sync and GPS map

Tony Mehner: Right. Let's go ahead and minimize Revii for now, and let's head over to the dispatch board. In the navigation pane under scheduling, we have our dispatch board. Our dispatch board supports full boards, so you can create different boards that have different ticket types and different ticket rules, as well as different technicians and technician groups displayed.

Tony Mehner: The boards are listed along the top of the view, and I am just one click away from changing what board I'm looking at. I have all of the tickets that need to be scheduled right here, including the internet connectivity issue that we just created. In order to get this scheduled, all I need to do is drag it out to the tech that I want to schedule it to.

Tony Mehner: Let's drag this over to myself. I can dispatch the ticket with a simple click, and then I can adjust how long I think this ticket is going to need to last. Now, every swim lane that you see here is someone's true calendar availability. We integrate bidirectionally with Microsoft Office and Outlook, as well as Google Calendar, part of the Google business suite.

Tony Mehner: So if I accepted this webinar, for example, on my work calendar, I would see it here, and somebody wouldn't schedule over it by accident. It also goes the other way. I was just scheduled for this internet connectivity issue ticket, and now it's going to show up on my work calendar.

Tony Mehner: If you don't schedule by the day and instead schedule by the week, we also have a week view that works the same way. I can see everybody's weekly calendar here and drag and drop tickets to the appropriate day and time for an individual tech. Moving left and right with the calendar controls will take me week to week, so it's easy to schedule a month out using the weekly view.

Tony Mehner: The last thing that I want to talk about here, and we will circle back to it, is that our new mobile app comes with geofencing and GPS tracking as an optional feature you can turn on. If you have that turned on, new Rev.io has a built-in dispatch map that allows you to see if anyone is on the clock right now and what they might be doing.

Tony Mehner: When you click on a dot on this map, you can see that I am currently on a job. I have the app open. I'm working a ticket. That's what orange means. If I was traveling, the dot would be blue and it would be moving. So you have the ability to see where your technicians are.

Tony Mehner: All right, so we've just dispatched this ticket out, and I just got a push notification on my phone telling me that I was assigned to a new job. So let's head over to the phone and talk about the mobile app in more depth.

Mobile app agenda, ticket list and offline mode

Tony Mehner: All right, here we are. I do use my real phone to do these demos, so this is a live demo in a live environment on a live phone. When you open up the app, you are presented with your agenda. For technicians that work a schedule, this is perfect. I can see the tickets that I am scheduled for. I can tap on a ticket, go right into that ticket's detail, and begin working on it.

Tony Mehner: Any pop-ups, hot notes, or special instructions that you have built into the system to pop up when somebody looks at a ticket will pop up right there. I can snooze that and start working my ticket from here. But that's not the only way to work tickets. We don't have to dispatch tickets to work them from mobile.

Tony Mehner: We also have a ticket list. The ticket list shows all of the tickets within the system that are, by default, assigned to you. I also have the ability to pull saved views from the full new Rev.io app directly into this and just work that list. I can see just the tickets where I'm not the primary tech and am instead an associated tech.

Tony Mehner: Or, with the right security permission, I can have access to all tickets within the system. So if somebody calls me and says, "Can you look at ticket 1068?" Yeah, I can.

Tony Mehner: Now, when you log in to the app for the first time in a day, you have to have an internet connection to log in. But once you log in, it will cache all of your tickets to the device. It will also cache all the tickets that you are scheduled for from the agenda. That is so we can fully support offline mode if you lose internet connectivity as you're working your day.

Tony Mehner: What would happen is you would see a banner appear on the bottom of the screen that says, "You have lost internet connection and you are now operating in offline mode." But you would still have access to all of your tickets, plus any ticket that you've looked at with internet access on. So if you happen to look at a ticket you weren't assigned to, because someone told you to, and you had internet when you looked at it, it will cache that ticket too.

Tony Mehner: But we make sure to proactively cache all tickets assigned to you, where you are either a primary or associated tech, and all tickets that you have a task scheduled against to do work at a particular time. So you would see that banner, and you would still be able to use the app as I'm showing you right now.

Tony Mehner: The only problem with demoing that part is that if I cut the internet on my phone, you wouldn't be able to see it anyway, because I'm using the internet to share my screen. But that offline support is really next level, and it really helps when you go to a place that doesn't have internet yet. Maybe it's your job to set that up, or your cell service is bad, or you're working in a basement and it's not getting good signal.

Tony Mehner: That shouldn't get in the way of you tracking your time and working that ticket, so we do cache that info for offline support.

Working a ticket: AI summary, SLA and timers

Tony Mehner: When I work on a ticket, no matter if I access that ticket from my agenda or from my list, I have the ability to start tracking my time. The brief description is at the top of the view. I had said it's a new ticket, and it's high priority. This is the ticket that we made at the beginning of the webinar.

Tony Mehner: I actually have a summary of what's going on at a glance with Revii. So if I came into a ticket that had been open for a few weeks and had maybe 60 different activity notes against it, I don't have to read through all of those activity notes just to become competent and aware of the issue.

Tony Mehner: I can just see this nice summary, which breaks the story out into three bullet points: what happened, where we are now, and what's next. Getting caught up and starting work has never been simpler. Below that, I have my SLA. If an SLA is turned on for this customer, which in this case it is, I have 48 minutes to open this ticket, and I have eight hours to resolve the problem.

Tony Mehner: As we move down, this is where you're going to track your time, and we have two different time trackers here to make it a lot easier. I can start tracking my travel timer with one click. Now, this 5929 Baker Road is actually a fake address. It's not a real place. So the phone tried to geofence the destination, and it couldn't. That's what this message is telling me.

Tony Mehner: But this is a good way to demonstrate that we have geofencing capability. Geofencing allows us to put a perimeter around where I'm supposed to be going, so that when I get there, the phone can automatically log the time and date that I arrived. It can also make recommendations to me, like stopping my travel timer and starting my work timer. We still want the technicians to be in control of their time.

Tony Mehner: It will also put a pin on the dispatch map I showed you earlier, so that you know where your technicians are going.

Tony Mehner: Notice that when I started my travel time, I started the work on this, so it actually met that SLA response time. That's what blue means, and now it's kicked into the resolution time. And you can control what starts and stops these SLA timers.

Tony Mehner: All right, let's fast-forward. I get there. I didn't want to hold my phone the whole time I was driving, so now I open up the app and go back in. I see my agenda. Notice on the top ribbon I have a time clock icon with a little one next to it. That means that I am tracking time on one ticket.

Tony Mehner: You can track time on multiple tickets. For onsite techs, that's usually not what's going on, but you could, and you would see a list of the tickets that you're tracking time against. I am always just one tap away from going back to the ticket that I'm tracking time against.

Tony Mehner: We're going to go ahead and stop the travel time. I'm going to add it to the ticket, and then I'm going to start my work time.

Tony Mehner: Let's move down. We have the customer information. Where am I going? I'm one tap away from my preferred mapping service to give me GPS directions to the location. What else have we done out here? That was a very common ask for a long time from a lot of technicians: I want to see what else we've done at the place that I'm going to.

Tony Mehner: So we gave you that account's tickets one tap away. I can go into any of these tickets and see what we did. It looks like we were just out there for an intermittent internet connection a couple days ago. All right, what's going on here? But I have access to it with one tap. Moving down, I have the work requested. This is what I'm supposed to be doing.

Notes, photos and files

Tony Mehner: And I have an activity card that allows me to quickly and easily add activity notes to this ticket. I have the ability to dictate my notes in. So let's say that I went out there, ran a diagnostic on their network, and found a few issues. It doesn't work right now because I'm actually streaming from my phone. But you can leverage that mic to dictate in, and you can also type your notes in if you want to.

Tony Mehner: So I can come in here and say, "Ran diag, found issue, bad access point." All right. That's a good note. Now, actually, it's not really a good note, right? It's a technically accurate note. It tells you what I did, but it may not be a note that I want the client to see. So we do have options to default all technician notes to internal notes if you need.

Tony Mehner: But I'm a personal fan of letting a tech put a note like this in, and then letting us personalize it for you. So I can just click this Revise button right here, and this gives me the ability to take my note and turn it into a professional statement without having to put too much mental thought into it.

Tony Mehner: Now I have a good note that I would be okay with showing to the client. So let's go ahead and submit that, and we just made adding notes significantly easier. You also have the ability to upload pictures, record video, and, if you've already taken a picture, choose a picture from your library to attach to this ticket, and it all stays within the ticket.

Tony Mehner: If I needed to, I could also email the customer, leveraging Revii to sound professional. I could have back-and-forth conversations within this ticket directly from the mobile app. And if I need to attach something that's not a picture or a video, I even have the ability to attach a file directly to this ticket.

Tony Mehner: All of the activity notes are stored on the ticket within the activity notes section, and all of the system entries, like the GPS geofencing triggers, are located within the system entries. So if I forgot to stop my timer, it's not the end of the world. I'll come here, and it'll tell me when I left the site. Problem fixed. Really convenient.

Products, barcode scanning and inventory

Tony Mehner: Moving down, we do have full item serviced capability. So if I get out there and realize I need to service an asset that the client has, oftentimes the asset will already be on the ticket that a tech is working. They can see that asset and go into its detail directly from the item serviced area of our mobile environment. And if I need to add new items to this ticket, I can add new products directly from my phone as well.

Tony Mehner: By the way, we do cache your product catalog on the phone, so if you don't have an internet connection, you can still add a product directly to the ticket, which I think is very nice. If you store UPC code or label information within the product catalog, you even have the ability to take a picture of whatever it is you're trying to add to the ticket and add it via scanning.

Tony Mehner: It's not really a picture, it's just using the camera as a scanner. Now, I don't have Red Bull in my product catalog, so that's not going to add, but I could have. I can also search my product catalog with a global search for an item. So let's say I need a new access point. Here's my new access point. I can add this product directly to the ticket with a few taps.

Tony Mehner: We also allow technicians to track inventory consumption within this mobile app if you want them to. So now that I've added this item, let's say I had it on my truck, I scanned the barcode, and I brought it in. I can now reserve the item, take it out of available stock, and put it into reserved stock. I can scan that serial number the same way I scanned the item, to ensure that I'm reserving the correct serial number I have in inventory.

Tony Mehner: I don't have any of this item right now, so I can't do that, but that is a really nice value add here.

Tony Mehner: If I need to edit any time logs, I can. If I realize I forgot to stop my timer at the right time, I can go in here and edit any of the time logs that I created, if I have the right security permission to do so. I can validate and review any tasks that I may have assigned for this particular job.

Tony Mehner: And any custom field that you think is important, you can add into new Rev.io, and that custom field will instantly be available to your technicians out in the field. So you can customize this with any additional information, and you can even make some of these fields required if you want to.

Tony Mehner: And that is a deep dive into the capabilities of the ticketing component of this app. I think any technician could easily work any ticket from the palm of their hand.

Clock in and clock out for hourly techs

Tony Mehner: Now, I've talked a lot today about tracking time on tickets, but we've also built something into both full new Rev.io and the mobile environment: if you have any hourly technicians, you can track their clock in and clock out time separately within here.

Tony Mehner: I can clock in, and then I can start tracking. That's my payroll time. That little icon up at the top turned blue to tell me that I'm tracking time, and I can still track my time, of course, on the tickets that I'm working. That feeds two different reports within the system, so that I can pay, or maybe export the clock in and clock out time and import it into my payroll system, or maybe just run the report and see it.

Tony Mehner: But I can see it all separate from the time that they're actually working that is either covered under an agreement or a contract, or time that we're going to bill. Those are two separate things. We know that, and we have built in that clock in, clock out functionality for that purpose.

Closing a ticket and Revii on mobile

Tony Mehner: When I'm done with a ticket, I simply close it out. I stop my timer. I can put this ticket into maybe a ready for billing status. I can add my notes here on how I solved the problem, the same way that I did on the activity card, and I can add this time and close out this ticket. Now I could come back to my list and start my next ticket.

Tony Mehner: One of the convenience features that we've added in here that I'm really excited about is Revii. You've probably noticed that button in the lower right-hand corner of the screen. Revii is available and can do a lot for you. So take anything that I just did. Let's say I forgot to track my time. Let's say I forgot to add a note. Let's say I forgot how to do it, and I just want to get it done.

Tony Mehner: Revii knows what you're looking at, so by opening up Revii here, she knows what ticket I'm on. I can dictate and have a conversation in here, and I could say, "I installed the control panel. Please add a note to this ticket explaining that I did whatever," right? Because Revii knows what ticket I'm on, she'll make sure that note gets added to this ticket.

Tony Mehner: I can also create new tickets with Revii in the same way that I can within the full app. So the same thing I showed you at the beginning of the call, I can do from the palm of my hand through Revii. And if I don't want to do it that way, from the ticket list you see the Add Ticket button down in the lower right, so it's a lot easier to put a ticket together.

Tony Mehner: You go out on a customer site and they say, "Oh, while I have you, can you look at this?" That always needs to be its own ticket. We should never try to bundle something separate that we get asked about into the same ticket that sent us out there. And we made it a lot easier for your techs to create those tickets, whether through Revii or through that Add Ticket button.

Tony Mehner: We're going to continue to bring the full Revii experience into the mobile environment, so expect a lot of continued improvement and updates to that aspect of the mobile app.

Customer accounts, billing, leads and quotes

Tony Mehner: Now, we've spent about 25 or 30 minutes talking about the technician experience. I have my full calendar. I have my full list of tickets. I can easily work tickets, track my time, add my notes, add my products, stay on top of everything, and look at other tickets for the account. Anything that I would need to do to finish my job is fully available. Nothing is skimped on here.

Tony Mehner: But we didn't just make this app for technicians. That's how it started. We needed to make sure of that, because that's probably the group of people that will be using it the most. But we also wanted to make this usable for other people within your organization.

Tony Mehner: So we gave anybody the ability to search for any customer within their Rev.io environment and drill into their details from wherever they are. So if I wanted to learn more about Horizon Dental Group, I can dive right into Horizon's account view. I can see their primary contact, a summary of everything that's going on for this account, a summary of their core info, and their billing information. I can see all their contacts, and I can see and add notes.

Tony Mehner: From the servicing area, I can see all of their tickets. I can see any schedule, so if someone says, "When's the next time someone's coming out?" I can look right here and find out. I have access to all of their assets, the assets that could be added to tickets, and all of the asset details.

Tony Mehner: I have all their billing information if I have the right security permission to see it. I can see their invoices. I can look at the detail of the invoices. I can download and view an invoice, and I can re-email it directly from the mobile environment. I can see all of their recurring services, everything that we're billing them for on a recurring basis.

Tony Mehner: I can even add services from my mobile device if I need to, if I have, again, the right security permission. And I can control any payment accounts and manage their auto-pay directly from the mobile environment. I can even see any opportunities that I've created for this customer. I can add opportunities if a new opportunity presents itself, and any quotes.

Tony Mehner: I can build out quotes from the mobile app now as well. I can look at quotes that have already been built out, and I also have everything that I would need to build out an effective quote.

Tony Mehner: In that vein, let's think about this workflow for a moment. A tech goes out on site for Southwest Services and finds out that they might actually be a good candidate for a different service that they don't have, that we offer. I can tap on the account information, go over to the quote area, and put an opportunity in here for myself or a salesperson with just three taps.

Tony Mehner: Or I can skip the opportunity if I want to, and make a quote for them for that service. All within the mobile app. Pretty cool, right?

Tony Mehner: From a work perspective, we added leads as well. So if I'm a salesperson going out on site and visiting someone for the first time, we wanted to make it easy for you to put leads into the system. You can add a lead to the system, and you can update a lead with information.

Tony Mehner: All you need to add a lead, by the way, is a name, but you can fill it out more as you go. Then you can create opportunities for leads and create quotes for leads directly within the mobile environment, which is really nice. And if I'm a salesperson working my opportunities, I can see all of my opportunities from the mobile app.

Tony Mehner: I can see what I need. I can dive into an opportunity. I can move it forward in the process. I can make quotes. I can add notes. I can do everything I would need to do to stay informed and keep everybody else within my organization informed, directly from this native mobile environment.

Time sheets, reports and analytics

Tony Mehner: When a technician wraps up their day, they have access to their time sheets. Time sheets will show whether I logged all of the time that I was supposed to log today. I'll be able to see what my utilization is and what type of time I logged. And if I want to see that as a timeline, because sometimes that makes more sense to me, like, okay, where was I and when was I there, I can even see that from here.

Tony Mehner: So far I'm 2 percent utilized for the day. Excellent. But this makes it a lot easier for techs to make sure they log their time. If they realize that they missed logging time, they can just pull up Revii and say, "Hey, I went out to XYZ account today, but I forgot to track my time. Can you add a time log for me?"

Tony Mehner: And they can get that fixed, or they can just go to that ticket and add their time log that way too. But we really want to make sure that people capture time as close to when they're doing the work as possible, because that is when you're most accurate. That's when your notes are the best.

Tony Mehner: Your notes are not going to be as thorough four hours later, when you get back to the office and you're trying to remember what you did, as they would be if you entered them in the moment, right then and there.

Tony Mehner: We also have access to the product catalog, the dispatch map, and analytics. So if you're a manager or an executive and you want to run a quick report, you have the ability to run any analytical report that you have created within Rev.io, or any report that you have access to. I can look at a service dashboard report and see all of that info.

Tony Mehner: The only thing is, I didn't design this report to be super mobile friendly. There's a lot of data on this report, so it is a little tiny, but it's available, and when you need to see something, you can see it from anywhere using the mobile viewer.

Tony Mehner: So that is everything that the mobile app can do today. Powered by Revii, almost anything you would need to do when you're not at a computer can be done from that mobile environment.

Tony Mehner: Back in the full environment, I have access to the same types of information. I can see the time sheets for all my technicians. I can run different analytical dashboard reports. Those are the time logs that I logged. You saw me log that a couple minutes ago, and it's already in here and available for me to review. I have dashboards that I can run on service, like any dashboard that I want.

Tony Mehner: We give you full read-only SQL access to your system with a BI-level reporting tool, and Revii allows you to make any sort of report that you want. You do not need to know SQL. You do not need to know how to code. In fact, I created this service dashboard just by asking Revii for these metrics, and then I put them together into this nice dashboard.

Tony Mehner: This is getting updated in real time with the work that was being done within that mobile environment. I have area trends for same-day close. It looks like I closed 223 tickets on July 21st. That was a busy day. I opened and closed them the same day. That's crazy. I can see the tickets that are currently open by tech.

Tony Mehner: Oh, man, I'm pretty inundated, right? I can see all of my tickets by age, and as they get older, the colors change. I can see my profitability by technician, which I like because I'm the most profitable. Woo-hoo. I can see my SLA performance. You can make anything that you want here, and it will get updated in real time as your technicians are working, as your salespeople are updating their opportunities, and as you're doing work from wherever you are.

Tony Mehner: The native mobile app is an incredibly powerful addition to the new Rev.io platform, and I really wanted to make sure that you all got to see it today.

Recap

Tony Mehner: Just to summarize, I showed you how to easily dispatch a ticket directly from the system. In fact, we made a ticket using Revii, and I dispatched that ticket with the dispatch board. I got a notification on my phone that I had a new ticket to work.

Tony Mehner: We then switched over to the mobile app, talked about the agenda, talked about the list view, dove into a ticket, dissected that ticket, and worked that ticket. We went through the other mobile app functionality that is available to you, and circled back around to reviewing and completing that work, viewing reports from both a mobile environment and a desktop environment, all within the new Rev.io platform.

Live Q&A

Tony Mehner: So let's go ahead and open the floor to some Q&A. It looks like we have some questions in the Q&A area. Thank you, Alex.

Attendee question: Can you add multiple leads, then create a map using the GPS function?

Tony Mehner: Right now, leads for sales is more of a tracking tool. I'm not scheduling salespeople to go out there. It's more of a, "I need to add this lead, and I don't want to have to log into my full desktop environment in order to do so." So from a lead perspective, no. Over time, I do see value in treating a salesperson like a technician and having that ability for that type of process. But right at this moment, no.

Tony Mehner: The tickets do that, though. When I'm assigned to three or four different tickets, I will be able to see on the map where I'm supposed to be going. Right now, we're not auto-routing yet, but Revii will be able to do that in the coming months. That is a big initiative on that front. We want to leverage all of the knowledge and all of the things we've built into the platform to allow Revii to help you with that.

Tony Mehner: So that's an excellent question. From a technician perspective, I can validate today that it's coming. From a sales perspective, I will put that on our list as a good idea.

Attendee question: Can Revii start timers?

Tony Mehner: No, Revii does not start timers. She makes full-on time logs. So she doesn't start a timer as much as she creates a time log that starts at a time and ends at a time. One of my favorite prompts that I'll sometimes give her is, "I got here at 9:00 and it took me 45 minutes to complete the work." She'll make that time entry, but she doesn't currently start a timer.

Tony Mehner: Your tech can tap the button to start that timer, and part of that is that when a timer starts, we want to capture what the current time is. So if I missed when I did something, it's better to just ask Revii to create the time log, or go create the time log yourself. But that's a good question.

Attendee question: Can you show us taking photos for documentation of a ticket where a change happens?

Tony Mehner: If I was going to take a photo, I guess I can take a picture of my Red Bull. We can come down, and if I needed to take that picture, I can access the camera right away, take a picture, and then use this photo. I can add any notes: "Photo of work." That sounds good. Let's use Revise to clean that up, since I misspelled a few things there. Sounds great.

Tony Mehner: We're going to go ahead and submit this. Now that activity is submitted with the picture right here. I can open that picture or download that picture. It shows up on the phone, but it's also already available on the ticket in the full application. This is ticket 1059.

Tony Mehner: So that picture's already there, and I can of course open it up right on the phone as well. That is how that whole process looks. That's a good question, and I'm glad that I was able to show that to you.

Attendee question: Will that translate Spanish?

Tony Mehner: Actually, you might have noticed that when I go into certain areas, it says that it's translating. The entire application is not dual language, but you can set your preferred language, and if a customer emails you in Spanish, it will translate that into English as best it can. That's built into the native platform.

Tony Mehner: The labels don't change, but the context and the notes, the work requested, the activity notes, that kind of content will be translated into your preferred language if a language other than English is detected. That's actually a good eye. It's pretty cool that you noticed it was doing that, but that is what it is supposed to do. You are correct, Brian.

Attendee question: Does the GPS feature only happen when they're logged into the app on their phone?

Tony Mehner: The answer is yes, and it's actually a little bit more technical than that. It only updates on the map when they're tracking their time. We want to be careful with this. We're not a fleet services management tool, and we're not intended to be. Those have dedicated hardware that's attached to trucks and things like that.

Tony Mehner: We're not going to burn through somebody's battery. So when they're logging time, that is when their location is reported, and the kind of time they're logging dictates what color that particular dot is on the map. For now, that is how it works. Could it change based on feedback? Yes, but that's already a lot more than I think we ever had before in an app with this much additional power. That's a great question, and I'm glad I could drill into it a little deeper for you.

Attendee question: With administrator access, can I ask Revii, "Show me all quotes Rev X has created in the past five days?"

Tony Mehner: Yes, you can. Right now, that is 100% doable from the full version of the app. It will soon be fully available within mobile. I want to be very transparent. Revii's mobile capabilities right this moment are very much focused on account and service management, but we are expanding what she can do from a mobile perspective imminently, within the next couple weeks. So I'm pretty excited about that.

Attendee question: Also, for team leads and associates, if they're assigned to a job together, do they both need to log in and start their times?

Tony Mehner: In my opinion, yes. It's up to you, but yes, because I think a tech should be responsible for tracking the time that they're working for you. They might have a different reason code that's not billable, but yes, they should log in and track their time if you want their time sheets, their utilization, and their reporting to be accurate.

Tony Mehner: We can be in multiple tickets at the same time. There is no such thing as ticket locking anymore in new Rev.io at all, because activities are their own entities now. Every activity note is its own entity, so no one's stepping on anyone's toes. You will know if more than one person is in a ticket at the same time, but you can definitely both work the same ticket at the same time. Great question.

Wrap up

Tony Mehner: All right. Well, I hope that you all enjoyed your time with me today. I really like the mobile app, so I really like being able to dive in and show you the nitty-gritty of what we've built here. It is incredibly useful, it's something that a lot of people are getting a lot of benefit from, and we will just continue to make it even better.

Tony Mehner: I do firmly think this is probably one of the best apps on the market for a service and revenue operations platform like Rev.io.

Alex Fusco: I can go ahead and wrap up, Tony. Thank you so much, everyone, for joining. If you want to learn more about how Rev.io can help you move beyond your PSA, just scan the QR code on screen to book a demo or have some one-on-one time with Tony.

Alex Fusco: We really appreciate you spending part of your day with us. Keep an eye on our socials for links, highlights, and tips from today's live workshop. We hope you all have a great rest of your day. Thank you so much.

Tony Mehner: Yes. Thank you all very much, and we'll see you hopefully soon.