Managing Operations

The Otesse ERP gives you a complete view of your day-to-day operations. This page covers the core operational tasks you will perform regularly.

Bookings and Scheduling

The Bookings module in the left navigation is where you manage all service appointments.

Viewing Bookings

The bookings list supports multiple views:

• Table view — A sortable, filterable list of all bookings with columns for date, customer, service type, status, assigned staff, and zone
• Kanban view — Drag bookings between status columns (Pending, Confirmed, In Progress, Completed, Cancelled)
• Calendar view — See bookings on a day, week, or month calendar with color-coded status indicators

Use the filter bar at the top to narrow by date range, status, zone, or staff member.

Creating a Booking

1. Click New Booking from the bookings module
2. Select or create a customer
3. Choose the service industry and configure the job
4. Pick a date and time from available slots
5. Assign staff (or let the system auto-assign based on zone and availability)
6. Review and confirm

The customer receives an automatic confirmation email and SMS (if their phone number is on file).

Managing Booking Status

As a booking progresses, update its status:

Status	When to Use
Pending	Booking submitted, awaiting confirmation
Confirmed	Approved and scheduled
En Route	Staff is traveling to the location
In Progress	Service is being performed
Completed	Service finished successfully
Cancelled	Booking was cancelled before service
No-Show	Customer was not available at the scheduled time

Customer Management

The CRM module holds all your customer records.

Customer Profiles

Each customer profile shows:

• Contact information (name, email, phone, addresses)
• Booking history (all past and upcoming appointments)
• Invoices and payment history
• Communication history (messages, emails, support tickets)
• Notes added by your team

Quick Actions

From any customer profile, you can:

• Create a new booking for them
• Send them a message
• Generate an invoice
• View their portal activity

Zone Management

Zones define the geographic areas where you provide service. Each zone has:

• Boundaries — Drawn on a map or defined by ZIP codes
• Coverage schedule — Which days and hours you operate in this zone
• Pricing rules — Zone-specific pricing adjustments (surcharges or discounts)
• Assigned staff — Which team members are available for this zone

To manage zones, go to Zones in the left navigation. You can create, edit, or archive zones from there.

Staff Management

Staff members are your employees who perform services. Manage them from Settings > Team.

Adding Staff

1. Click Add Team Member
2. Enter their name, email, phone, and role
3. Assign them to one or more zones
4. Set their work schedule (available days and hours)
5. Send them an invite to access the system

Staff Scheduling

The Schedule view shows each staff member's availability and assigned bookings. You can:

• See who is available on any given day
• Reassign bookings between staff members
• View workload distribution across your team
• Set up recurring schedules

Laborer and Contractor Management

Laborers are independent contractors who pick up jobs through the Pandora marketplace. They are managed differently from staff:

• Laborers sign up themselves and build their profile
• They choose which jobs to accept based on availability and interest
• Their tier level (New through Elite) determines their commission rate and the types of jobs they can see
• You can block specific laborers or add them to a preferred list

Posting Jobs to Pandora

When you have a job you cannot fill with your own staff:

1. Open the booking
2. Click Post to Pandora
3. Set the payout value (what you are willing to pay the laborer)
4. Choose visibility: Internal (your connected laborers only) or External (all Pandora laborers in the zone)
5. Submit — the job appears in the Pandora marketplace for eligible laborers

Laborers who meet the tier and zone requirements can view and accept the job. The first qualified person to accept gets the assignment.