Operations

This guide covers the day-to-day operational tasks you will perform most frequently in the ERP.

Managing Bookings

Creating a Booking

1. Go to Bookings and click New Booking.
2. Select or search for a customer. If they are new, you can create their profile inline.
3. Choose the service type and configure the job details.
4. Pick a date and time.
5. Assign staff (or leave it for auto-assignment based on availability).
6. Review and confirm.

The customer receives an automatic confirmation email and the booking appears on the calendar.

Booking Statuses

Status	What It Means
Confirmed	Booked and scheduled. Awaiting the service date.
In Progress	The crew has checked in and is working.
Completed	The job is finished. Invoice generated.
Cancelled	The booking was cancelled. Shows any fees applied.
No-Show	The customer was not available or the crew did not arrive. Requires follow-up.
Rescheduled	Moved to a new date. The original slot is freed up.

Rescheduling and Cancelling

Open any booking and click Reschedule or Cancel. The system enforces the cancellation policy automatically and applies the correct fee based on timing.

Managing Customers

Customer profiles contain everything about a client:

• Contact info — Name, email, phone, addresses.
• Booking history — Every service they have ever booked with you.
• Invoices — All invoices and their payment status.
• Communications — Emails and SMS sent to this customer.
• Notes — Internal notes visible only to your team.

Adding a Customer

Click New Customer from the Customers module. Enter their name, email, and at least one service address. An invitation email is sent automatically so they can set up their portal account.

Managing Zones

Zones define your service areas. Each zone has:

• Geographic boundary — A polygon drawn on the map that defines the area.
• Pricing rules — Base prices, surcharges, and discounts specific to this zone.
• Scheduling rules — Available days and time slots for this zone.
• Assigned staff — Which team members cover this zone.

Creating a Zone

1. Go to Zones and click New Zone.
2. Name the zone (for example, "Downtown", "North Suburbs", "Airport Area").
3. Draw the zone boundary on the map by clicking points to form a polygon.
4. Set the zone's pricing rules — you can adjust base prices up or down from your default rates.
5. Configure scheduling — which days and time windows are available.
6. Assign staff who cover this zone.
7. Save the zone.

When a customer enters their address during booking, the system matches it to a zone and applies that zone's pricing and scheduling rules.

Managing Staff

The Staff module lets you track your team members:

• Profiles — Name, contact info, role, and certifications.
• Schedules — Weekly availability and time-off requests.
• Assignments — Which bookings they are assigned to.
• Performance — Completion rates, customer ratings, and on-time metrics.

Creating Staff Assignments

When creating or editing a booking, use the Assign Staff dropdown to pick team members. The dropdown shows each person's availability for the selected date and time. Unavailable staff are greyed out.

You can also use Auto-Assign to let the system pick the best available staff based on zone coverage, skills, and workload balance.

Posting Jobs to Pandora

When you cannot fill a job with your own staff, post it to the Pandora marketplace.

1. Open the booking you need help with.
2. Click Post to Pandora.
3. Set the payout pool — the total amount you are willing to pay for external labor on this job.
4. Choose visibility:

• Internal — Only workers who have previously worked with your company see the listing.
• External — All qualified Pandora workers in the zone can see it.

1. Set the number of workers needed.
2. Post the job.

Workers claim the job on a first-come, first-served basis. You are notified when the job is fully staffed. The payout is calculated at job completion based on who actually showed up and their tier level.

Daily Operations Checklist

Here is a typical daily workflow for an admin:

1. Check the Dashboard for today's bookings and any pending actions.
2. Review the Calendar to see the day's schedule at a glance.
3. Confirm all staff assignments are in place.
4. Address any unconfirmed or rescheduled bookings.
5. Check Pandora for any unfilled jobs that need posting.
6. Review completed jobs and ensure invoices were sent.
7. Respond to customer messages or support tickets.
8. End-of-day: check the revenue snapshot and mark any follow-ups for tomorrow.