Parking Lot Minute (PLM) Feature Guide

Overview

The Parking Lot Minute (PLM) feature is a specialized system designed to help technical service providers track and manage on-site visits, remote support sessions, and emergency assistance. PLM entries capture detailed information about customer interactions, service duration, and resolution steps, providing a comprehensive record of technical service activities.

Key Features

• Service Call Tracking: Record comprehensive details about technical service calls
• Customer Information Management: Store customer contact information and service locations
• Event Type Classification: Categorize service as on-site visits, remote support, or emergency assistance
• Duration Tracking: Record service time in hours:minutes:seconds format
• Detailed Notes: Document all service activities, problems, and solutions
• AI-Assisted Note Generation: Get AI help to generate professional service notes
• LION Report Integration: Automatically incorporate PLM activities into weekly LION reports
• Status Tracking: Monitor service tickets through scheduled, in-progress, and completed phases
• Slack Notifications: Receive real-time alerts when new PLM entries are created
• Manager View: Comprehensive dashboard for supervisors to monitor all company PLM activities
• Photo Attachments: Upload images of equipment, problems, or completed work
• Search and Filter: Quickly locate past service records

Use Cases

1. Field Service Technicians:

• Document on-site customer visits
• Take photos of equipment issues or installations
• Track time spent at customer locations

1. Remote Support Teams:

• Log all remote assistance sessions
• Record steps taken to resolve customer issues
• Document software configurations or updates

1. Service Managers:

• Monitor technician activities across the company
• Identify common issues affecting multiple customers
• Analyze service durations for billing and efficiency improvements

1. Documentation & Compliance:

• Maintain detailed service records for regulatory requirements
• Document adherence to service level agreements (SLAs)
• Create audit trails of all technical support activities

Getting Started

Enabling PLM for Your Company

1. Administrator Setup:

• Log in with company admin or owner credentials
• Navigate to Company Configuration
• Locate the PLM section and click "Enable PLM"

1. Slack Integration (Optional):

• Click "Configure" in the Slack Integration section
• Enter your Slack webhook URL
• Specify a channel name for notifications

Creating PLM Entries

1. Access the PLM Feature:

• Navigate to the PLM section in the main navigation menu
• Click "New PLM Entry" to create a new record

1. Record Service Details:

• Enter customer information
• Select event type (on-site, remote, emergency)
• Set status (scheduled, in-progress, completed)
• Enter service duration
• Document detailed notes about the service provided

1. Add Photos (Optional):

• Upload images related to the service call
• Photos are securely stored and accessible with the PLM record

1. AI Note Assistance:

• Click "Let AI Help" to generate professional service notes
• Review and edit the AI-generated content as needed

Manager View

1. Accessing the Dashboard:

• Managers navigate to PLM > Manager View
• View all company PLM entries in a comprehensive dashboard

1. Filtering and Analysis:

• Filter entries by technician, date range, customer, or status
• Export data for reporting or analysis

Integration with LION Reports

PLM entries are automatically included in weekly LION reports, appearing in the appropriate sections:

• Last Week: Activities completed during the reporting period
• Issues: Any significant problems encountered during service calls
• Opportunities: Potential upsell or improvement opportunities identified
• Next Week: Scheduled upcoming service activities

Best Practices

1. Consistent Documentation:

• Create PLM entries immediately after service completion
• Use standardized terminology for common issues
• Include specific model numbers and software versions

1. Effective Time Tracking:

• Track all service time, including travel and preparation
• Separate entries for different customers or locations
• Note billable vs. non-billable time

1. Detailed Notes:

• Document all steps taken, even if they didn't resolve the issue
• Note any parts replaced or software updated
• Record any customer training provided

1. Photo Usage:

• Take "before and after" photos when applicable
• Capture serial numbers or model information
• Document physical damage or installation conditions

Administration

System administrators can:

• Enable/disable PLM for specific companies
• Configure Slack notifications
• Manage PLM data retention policies
• View system-wide PLM usage statistics

Technical Details

The PLM feature is integrated with:

• Cloud storage for photo attachments
• Slack API for real-time notifications
• AI systems for note generation
• LION reporting system for activity summaries
• Company-specific configuration settings