ACE Diamond Pest Solution · internal

Who does what, from enquiry to payment

Each column is a step in the job, left to right. Each row is the person or team responsible. Read down a column to see who acts at that step; read along a row to see one person's whole part.

A warranty is not valid until the director signs it.

The office prepares the warranty; the director signs it in the system; only then can the warranty card go to the customer. The system enforces this: only the director's login can sign, an unsigned warranty cannot be sent (it prints “Not signed yet”), and changing what a signed warranty covers removes the signature so it must be signed again.

Scroll sideways to see every step. The shaded steps 09A and 09B happen at the same time.

Step →
01→
Enquiry comes in
02→
Contact & qualify
03→
Inspection
04→
Quote & contract
05→
Schedule the job
06→
Service visit
07→
Service report
08⇉
Create invoice
09A
Warranty: director signsIn parallel with 09B
09B→
Send invoice & get paidIn parallel with 09A
10
Aftercare
Customerfor reference
Sends an enquiry (WhatsApp, website, Facebook, Google, phone, walk-in)
Explains the problem, agrees a time
Is at the premises for the inspection
Receives the quote; signs a contract online from a private link
Gets a reminder with date, time and technician
Signs the visit record and gives 1–5 stars
Receives the report; sees all reports on their customer page
Takes the warranty add-on, or not
Receives the signed warranty card
Receives the invoice; pays by DuitNow QR or bank transfer; receives the receipt
Reports a pest that came back; renews a contract
Salesown enquiries & customers
Logs the enquiry: channel, area, languageBecomes the salesperson for it
Calls / messages the customer and logs it
Decides: inspection first, or book the service at list price
Books the inspection from the enquiry
Prepares and sends the quotation
Contracts: signs for the company, sends the signing link
Follows up; marks Won or Lost
Books the service job when won
Contract renewals and repeat business
Office adminschedule, documents
Hands unassigned enquiries to a salesperson
Confirms the technician and slot
Places the job on the schedule; technician defaults to the last one who served the customer
Ticks Covered under warranty if the customer has one (no fee)
Sends the reminder
Watches the day's progress on the schedule
Checks the visit record; sends the service reportSent / opened is tracked
Creates the invoice from the job (price from quote or price list)
Offers the 30-day service warranty add-on; if taken, the warranty is created with the invoice (Not signed)Both tracks start here
Checks the warranty: customer, address, pests and dates
After the director signs: sends the warranty card
Books warranty inspections; logs “pest came back” claims and the free re-treatment
Techniciantoday's jobs only
Inspects; records findings and photos
Checks the van has the stock needed
Taps On the way, then On siteTime in is stamped by the system
Treats; fills in the visit record: areas, pests, chemicals, photos
Gets the customer's signature; completes the job
Carries out warranty inspections and free re-treatments
Directorowner login
Approves any change to a contract already issued
Reviews customer star ratings (director only)
Signs the warranty. Until then it is not valid and cannot be sent.Does not hold up the invoice
Re-signs a warranty whose cover was changed
Accountsinvoices, payments
Checks the invoice (SST, amounts)
Sends the invoice straight away
Records the payment (paid / part-paid)
Issues the official receipt; chases overdue invoices

Warranty, step by step

  1. Office offers the 30-day service warranty when invoicing (unticked by default).
  2. If the customer takes it, the warranty is created with the invoice and shows as Not signed.
  3. From here two tracks run at the same time. Billing: Accounts sends the invoice straight away and records the payment. Warranty: the director opens Warranties → “waiting for the owner's signature” and signs; then the Office sends the warranty card (PDF or picture).
  4. The invoice never waits for the signature, and the signature never waits for payment.
  5. During cover: a new job for that customer is ticked Covered under warranty, with no service fee.

Hand-offs to watch

  • Sales → Office at step 5: a won quote must become a booked job.
  • Technician → Office at step 7: the visit record must be signed before the report goes out.
  • Office → Director at step 09A: unsigned warranties wait in one list until signed.
  • Office → Accounts at step 08: every completed paid job needs an invoice, sent without waiting for the warranty.