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Admin's Guide to Crewdex

Difficulty:beginner

Your complete guide to using Crewdex admin features - Scheduling workflows, Invoice management, Customer communication, and task automation.

Admin Access & Capabilities

As an ADMIN, you have access to:

  • Scheduling: Full calendar access, assign/reassign technicians
  • Customers: View all, add/edit details, communication history
  • Jobs: Create, view, complete (on behalf of technicians)
  • Invoices: Create, send, track payments, apply discounts (up to $50)
  • Quotes: Create, send, follow up, convert to jobs
  • Reports: View all reports except financial P&L
  • Settings: Communication preferences, automation rules

You CANNOT access:

  • Settings → Billing (owner only)
  • Team management (add/remove users - owner only)
  • Financial reports (Profit & Loss - owner only)
  • Audit logs (owner only)

Daily Workflow (Full-Time Admin)

Morning: Opening Routine (30 minutes)

8:00 AM - Check overnight activity:

  1. Email inbox:

    • Customer inquiries
    • Appointment requests
    • Payment notifications
    • Technician messages

  2. Crewdex inbox:

    • New service requests
    • Quote responses
    • System notifications

  3. Voicemail:

    • Check company phone
    • Return urgent calls first

Priority order:

  1. Emergency service requests
  2. Existing customers (appointments today)
  3. Quote follow-ups
  4. New customer inquiries
  5. Administrative tasks

Morning: Today's Schedule (15 minutes)

Review today's jobs:

  • Navigate to Calendar → Today
  • Check for:
    • ✅ All jobs assigned to technicians
    • ✅ No scheduling conflicts
    • ✅ Customer contact info complete
    • ✅ Special instructions noted

Unassigned jobs?

  • Click job → Assign Technician
  • Consider: Location, expertise, workload
  • See: Assign Technician

Scheduling conflicts?

  • Two jobs same time slot
  • Technician requested time off
  • Reschedule one job
  • See: Reschedule Job

Send morning reminders:

  • Text technicians: "Good morning! You have 4 jobs today. First at 8:30 AM - Mrs. Johnson"
  • Or automated: System sends automatically

Throughout Day: Phone & Communication (Ongoing)

Answering calls (professional greeting):

"Good morning, [Company Name], this is Sarah. How can I help you today?"

Types of calls:

1. New service request:

  • Get info: Name, address, phone, email, problem
  • Check urgency: Today? This week? Routine?
  • Schedule or add to callback list
  • See: Book Appointment

2. Existing customer:

  • Look up customer: Quick search by name/phone
  • Pull up their history
  • Answer question or schedule follow-up
  • See: Find Customer

3. Quote follow-up:

  • "Calling about the AC estimate we sent last week"
  • Update quote status (interested, needs time, declined)
  • Schedule job if accepted
  • See: Convert Quote to Job

4. Payment question:

  • Look up invoice by customer name
  • Verify amount owed
  • Process payment over phone
  • See: Record Payment

5. Complaint or concern:

  • Listen without interrupting
  • Empathize: "I understand your frustration"
  • Gather details
  • Offer solution or escalate to owner
  • Document in customer notes

Midday: Technician Support (As Needed)

Techs call or text you for:

"Customer not home"

  • Call customer to confirm
  • Reschedule if needed
  • Update tech

"Don't have the part"

  • Check inventory
  • Call supplier for availability
  • Coordinate pickup or delivery
  • Update customer on timeline

"Job taking longer than expected"

  • Check rest of schedule
  • Call next customer: "Running 30 min behind"
  • Or reschedule if major delay

"Customer questions the price"

  • Pull up quote or pricing
  • Verify tech quoted correctly
  • Owner approval if discount needed

Afternoon: Invoicing & Follow-Up (1-2 hours)

Jobs completed today:

  1. Navigate to Jobs → Completed Today
  2. For each job:
    • Review invoice (auto-created from job)
    • Verify: Parts, labor, tax calculated
    • Check for photos and notes
  3. Send invoice to customer

Follow up on pending quotes:

  1. Quotes → Filter: SENT
  2. Quotes 3+ days old with no response
  3. Call or email customer: 
    "Hi Sarah, just checking if you received our quote
for the AC compressor replacement. Any questions?"
  4. Update quote status in system

Chase overdue invoices:

  1. Invoices → Filter: OVERDUE
  2. Start with oldest first
  3. Call or email reminder
  4. Document attempt in invoice notes

Evening: Closing Routine (30 minutes)

5:00 PM - End of day checklist:

1. Tomorrow's prep:

  • Review tomorrow's schedule
  • All jobs assigned?
  • Any early starts (text tech tonight)
  • Parts availability for tomorrow's jobs?

2. Today's financials:

  • How much invoiced today?
  • How much collected today?
  • Any cash to deposit tomorrow?
  • Update owner on key numbers

3. Customer communication:

  • Any callbacks you didn't get to?
  • Set reminder for tomorrow morning
  • Email or text: "Sorry I missed you, will call first thing"

4. Office organization:

  • File any paperwork
  • Update task list
  • Set priorities for tomorrow

5. Close out:

  • Forward phones to answering service (if used)
  • Lock up
  • See you tomorrow!

Scheduling Mastery

Calendar Views

Week View (most common):

  • See entire week at a glance
  • Drag-and-drop to reschedule
  • Color-coded by status:
    • Blue: Scheduled
    • Green: In progress
    • Grey: Unassigned
    • Purple: Completed

Day View (detailed):

  • Focus on single day
  • Larger blocks (easier to read)
  • See job details without clicking

Map View (route planning):

  • See all jobs on map
  • Assign based on proximity
  • Reduce drive time

See: View Calendar

Optimal Scheduling

Assign by location:

  • Group nearby jobs same day
  • Minimize drive time
  • Use map view to visualize

Consider expertise:

  • Complex jobs: Senior tech
  • Routine maintenance: Any tech
  • Emergency: Who's available

Balance workload:

  • Don't overbook one tech
  • Spread work evenly
  • Account for job difficulty (some take longer)

Buffer time:

  • Add 30 min between jobs (drive time)
  • Don't schedule back-to-back (unrealistic)
  • Allow for jobs running late

Handling Scheduling Conflicts

Scenario 1: Customer reschedules:

  • Find available slot
  • Check technician availability
  • Offer 2-3 options: "We have Tuesday at 10 AM or Wednesday at 2 PM"
  • Confirm and update

Scenario 2: Technician calls out sick:

  • Assess urgency of their jobs
  • Reassign urgent jobs to available tech
  • Reschedule non-urgent jobs
  • Call customers ASAP

Scenario 3: Emergency comes in:

  • Check who's closest or has availability
  • Bump non-urgent job if needed
  • Dispatch tech immediately
  • Call bumped customer to reschedule

Scenario 4: Double-booked:

  • Your mistake: Apologize, offer incentive
  • Reschedule one ASAP
  • Offer discount or priority service

Customer Service Excellence

Phone Etiquette

Phone Features in App:

Navigate to: Customer Profile → Contact Info

Click-to-Call:

  • Click phone number → Opens dialer
  • Auto-logs call in activity history
  • Add call notes after hanging up

Call History:

  • View all past calls with customer
  • See: Duration, date, notes
  • Filter by: Incoming/Outgoing/Missed

Communication Preference:

  • See preferred contact method (Phone/Email/Text)
  • Customer profile shows: "Prefers: Phone calls"
  • Respect preference for better satisfaction

Issue Tracking in App

Document Customer Concerns:

Navigate to: Customer Profile → Notes → Add Note

Select note type:

  • Complaint
  • Price concern
  • Service issue
  • Follow-up required

Tag for escalation:

  • Check "Requires Owner Review" checkbox
  • Owner gets notification
  • Tracks resolution status

Discount Authorization:

Navigate to: Invoice → Apply Discount

Discount limits by role:

  • Admin: Up to $50 (no approval needed)
  • Admin: $50-$200 (requires Owner approval)
  • System prevents unauthorized discounts

Payment Plans:

Navigate to: Invoice → Payment Plan

  • Split total into installments
  • Set due dates for each payment
  • System auto-sends reminders
  • Track payment plan status

Invoice Management

Creating Invoices

From completed job:

  • System auto-creates invoice
  • Review before sending:
    • ✅ Correct customer
    • ✅ All parts listed
    • ✅ Labor hours accurate
    • ✅ Tax calculated
    • ✅ Total looks reasonable

Manual invoice (rare):

  • If job not in system
  • Use + Create Invoice
  • Select customer
  • Add line items manually
  • See: Create Invoice

Sending Invoices

Same-day sending (best practice):

  • Job completed today
  • Send invoice today
  • Higher likelihood of payment

Email:

  • Default method
  • PDF attachment
  • Payment link included
  • Tracking: Know when opened

Text/SMS:

  • For mobile-focused customers
  • Link to view invoice online
  • Good for younger customers

Print & mail:

  • Customers without email
  • Billing departments (commercial)
  • Preference in customer profile

See: Send Invoice

Following Up on Unpaid Invoices

Your reminder schedule:

3 days before due:

  • Friendly reminder (automated)
  • "Reminder: Invoice due Jan 20"

Due date:

  • Due today reminder
  • "Invoice #123 due today - $285"

7 days past due:

  • Gentle email
  • "Checking if you received invoice"

14 days past due:

  • Phone call (more serious)
  • "When can we expect payment?"

30+ days past due:

  • Escalate to owner
  • May need collections or write-off

See: Track Unpaid Invoices

Recording Payments

When payment received:

  1. Find invoice
  2. Click Record Payment
  3. Enter:
    • Amount
    • Method (cash, check, card)
    • Date
    • Reference (check #, transaction ID)
  4. Save

Customer receives:

  • Payment confirmation email
  • Receipt (PDF)
  • Shows new balance (if partial payment)

Office tracking:

  • Daily deposit log
  • Accounting sync (QuickBooks)
  • Cash flow reports

See: Record Payment

Customer Data Management

Adding New Customers

Get essential info:

  • Full name
  • Phone number (primary)
  • Email address
  • Service address
  • Communication preference

Optional but helpful:

  • Secondary phone
  • Billing address (if different)
  • Property type (residential, commercial)
  • How they found you (referral, Google, etc.)
  • Equipment info (if known)

See: Add Customer

Keeping Data Accurate

Update customer info immediately when:

  • They mention phone number changed
  • Email bounces back
  • They moved
  • Name change (marriage, etc.)

Clean data = fewer problems:

  • Invoices reach customers
  • Appointment reminders delivered
  • Better communication
  • Professional appearance

See: Update Customer Details

Customer Communication Preferences

Respect how customers want to be contacted:

  • Email person: Don't call unless urgent
  • Phone person: Don't expect email responses
  • Text person: Quick SMS updates

Set in profile:

  • Primary method: Email / Phone / Text
  • Transactional emails: Always send (invoices, receipts)
  • Marketing emails: Opt-in/opt-out

See: Communication Preferences

Data Entry Best Practices

Accuracy Matters

Double-check:

  • Phone numbers (1 digit wrong = can't reach)
  • Addresses (GPS needs accuracy)
  • Email addresses (invoices need to deliver)
  • Amounts (financial accuracy critical)

Use consistent formats:

  • Phone: (555) 123-4567 (not 555-123-4567 or 5551234567)
  • Names: First Last (not FIRST LAST or last, first)
  • Addresses: Use autocomplete (Google Places)

Note-Taking

Good notes save time later:

Customer notes (per profile):

"Has dog - barks but friendly. Gate code #1234.
Prefers text 30 min before arrival. Elderly,
speak loudly and clearly. Equipment: Carrier 2015."

Job notes (per job):

"Customer reports AC not cooling. Started 3 days ago.
Tech diagnosed capacitor failure. Quoted $185,
customer approved. Completed same day."

Invoice notes (per invoice):

"Customer requested payment plan - approved by owner.
$500 today, $500 on Feb 1st."

Reports for Owner

Owner wants these numbers:

Daily:

  • Jobs completed today: 6
  • Revenue today: $1,845
  • Payments collected: $1,200
  • New customers: 2

Weekly:

  • Jobs completed this week: 32
  • Revenue this week: $14,250
  • Unpaid balance: $8,400
  • Quotes sent: 8

Monthly:

  • Total revenue
  • Customer acquisition
  • Quote conversion rate
  • Average invoice value
  • Cash flow

Generate reports:

  • Navigate to Reports
  • Select report type
  • Set date range
  • Export PDF or CSV

Working with Technicians

Dispatch Communication

Morning dispatch:

Text to Mike:
"Morning! 4 jobs today:
8:30 AM - Mrs. Johnson - AC not cooling
11:00 AM - Smith Property - Maintenance
2:00 PM - Brown residence - No heat
4:00 PM - Davis home - Quote followup

First address: 123 Main St. Let me know when you're on the way!"

During day updates:

  • Tech texts: "Johnson took 3 hours, running late"
  • You respond: "No problem, I'll call Smith and push to 11:30"

Emergency dispatch:

Text to Sarah:
"URGENT: Emergency call just came in.
Customer: Williams, 456 Oak St.
Issue: No AC, elderly customer, 95° inside.
Can you take this after your current job?
I'll reschedule your 3 PM."

Supporting Techs in Field

They need you for:

  • Pricing questions
  • Part availability
  • Schedule changes
  • Customer issues
  • Technical support

Be responsive:

  • Check phone regularly
  • Reply within 15 minutes
  • Have answers ready
  • Escalate to owner if needed

Task Management in App

Navigate to: Dashboard → Tasks widget

Task Categories:

  • Overdue Invoices: Auto-generated from unpaid invoices
  • Pending Quotes: Follow-up reminders for quotes > 3 days old
  • Unassigned Jobs: Jobs without technician assignment
  • Customer Callbacks: Flagged customer requests

Create Manual Task:

  1. Click + Add Task
  2. Enter description
  3. Set due date
  4. Assign to user (yourself or owner)
  5. Link to customer/job (optional)

Task Notifications:

  • Email reminder 1 day before due
  • Dashboard badge shows count
  • Mobile app push notification

Activity Log & Audit Trail

Navigate to: Customer Profile → Activity tab

Auto-logged activities:

  • Phone calls (click-to-call)
  • Emails sent (invoice, quote, reminder)
  • Text messages sent
  • Profile updates
  • Jobs created/modified
  • Payments received

Search Activity:

  • Filter by: Type, Date range, User
  • Export to CSV for reporting
  • View who made changes (audit trail)

Admin App Features

1. Dashboard Widgets (Customizable):

Navigate to: Dashboard → Customize

Available widgets:

  • Today's Jobs (unassigned count)
  • Overdue Invoices (aging breakdown)
  • Pending Quotes (needs follow-up)
  • Recent Activity (last 10 customer interactions)
  • Technician Status (in transit, on job, available)

Drag-and-drop to rearrange

2. Quick Search (Keyboard Shortcut):

Press: Cmd+K (Mac) or Ctrl+K (Windows)

Search for:

  • Customer by name/phone/address
  • Job by ID or customer name
  • Invoice by number
  • Quote by customer

Recent searches saved for quick access

3. Batch Operations:

Navigate to: Invoices → Select multiple

Actions:

  • Send reminders (bulk)
  • Apply discount (bulk)
  • Export selected (CSV)
  • Mark as sent (bulk)

Same for Jobs, Quotes, Customers

4. Automated Workflows:

Navigate to: Settings → Automations

Enable/disable:

  • Auto invoice reminders (3 days before, on due date, 7/14 days after)
  • Auto appointment reminders (24 hours before)
  • Auto review requests (24 hours after job completion)
  • Auto quote follow-ups (3 days after sending)

5. Reports for Owner:

Navigate to: Reports

One-click reports:

  • Daily Revenue Summary
  • Weekly Job Completion
  • Overdue Invoice Aging
  • Technician Performance
  • Quote Conversion Rate

Export: PDF or CSV Schedule: Email owner daily/weekly

A:

  • Listen first, empathize
  • Small gesture ($25-50): Usually okay
  • Large discount ($100+): Get owner approval
  • Document reason in notes

Q: Can I schedule a job without owner approval?
A:

  • Routine service: Yes (that's your job)
  • Large project ($5,000+): Check with owner
  • New type of work: Check with owner
  • Emergency: Yes (inform owner after)

Q: Tech says customer is being difficult - what do I do?
A:

  • Get tech's side of story
  • Call customer to understand their concern
  • Find middle ground
  • Escalate to owner if can't resolve

Q: How do I handle personal information requests?
A:

  • Customer's own info: Provide
  • Other customer's info: Never share
  • Technician personal info: Never share
  • Business info (hours, services): Provide freely

Daily Tasks:

Customer Management:

Follow-Up:

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