1) Content Management

Customer Cancellation Reasons

Explanations about why a customer cancelled their contract.

REMINDER: All BOLD fields are required in order to save.

Click on the Administration tab
Click Customer Cancellation Reasons under Content Management
Click Add Cancellation Reason located directly beneath the main tabs at the top
Enter a Name
Enter a Dealer Code (if applicable). These codes are used by Central Stations to categorize why a customer has cancelled. Reports can easily be created to correlate with Central Station codes.
Verify the Active checkbox is checked
Click Save
Repeat for each Customer Cancellation Reason

Examples include 'Moving', or 'Went with another company', but any value could be entered.

Dealer Numbers

The unique number(s) you received from those paying you for accounts you generate.

REMINDER: All BOLD fields are required in order to save.
Create email and SMS text message templates to send to your Leads and Customers. Message Campaigns in SecurityTrax are Static or Dynamic emails and SMS text messages that you create ahead of time. They save hours of work and help maintain a consistent voice throughout all communications to your Leads and Customers.

Emails and SMS text messages can be the same each time they're used (STATIC) OR updated automatically based on the context in which they are sent by using Fields to retrieve information already entered into SecurityTrax (DYNAMIC).

For example, a STATIC message could look like this:

Click on the Administration tab
Click Dealer Numbers under Content Management
Click Add Dealer Number located directly beneath the main tabs at the top
Enter a Name
Enter a Dealer Number
Verify the Active checkbox is checked
Click Save
Repeat for each Dealer Number

Funders

Identify and setup how your dealership will be compensated by those purchasing the contracts from you, if applicable. This will be discussed in the OnBoarding Steps: Supplemental Tasks.

Managing Message Campaigns

Create email and SMS text message templates to send to your Leads and Customers. Message Campaigns in SecurityTrax are Static or Dynamic emails and SMS text messages that you create ahead of time. They save hours of work and help maintain a consistent voice throughout all communications to your Leads and Customers.

Emails and SMS text messages can be the same each time they're used (STATIC) OR updated automatically based on the context in which they are sent by using Fields to retrieve information already entered into SecurityTrax (DYNAMIC).

For example, a STATIC message could look like this:
initial lead.png

Or, by using Fields, your DYNAMIC message could look like this:
scheduled installation.png

The Dynamic message example above uses a 'Customer Object' Field to automatically place 'Florence Holmes' (the customer) in the message. There are a variety of message 'Objects' available. Each Object Type will be explained on the pages that follow.

We'll explain how both Email and SMS Text Messages are created in SecurityTrax, plus show samples of the wide variety of Dynamic messaging types available and provide the Fields to use for each message type.

NOTE: SMS Test Messages must be enabled. A $0.05 per message charge will be incurred by sending SMS text messages to Leads and Customers. There is no charge for sending emails.

Creating Message Campaigns

To begin creating an Email or SMS Text Messaging Campaign, follow the steps below in SecurityTrax:

Creating an Email Message Template

Click on the Administration tab
Click Message Campaigns under Content Management
Click Add Message located directly beneath the main tabs at the top
Select the Type of message (Lead or Customer)
Select Email from the the Message Type drop down menu
Enter a Name for the message
Enter the Email Subject
Enter the name you'd like to show as the sender
Enter the email address you'd like to show as the sender. (For example, 'noreply@yourcompany.com')
Create your content in the HTML Body field using the editor
Create a duplicate of the content in the Plain Text Body field
Click Save

Creating an SMS Text Message Template

Click on the Administration tab
Click Message Campaigns under Content Management
Click Add Message located directly beneath the main tabs at the top
Select the Type of message (Lead or Customer)
Select SMS from the the Message Type drop down menu
Enter a Name for the message
Create the content of your text message
Click Save

The following pages include the various types of messages available, their respective Fields, and samples for how the Fields are used.

Customer Objects

'Customer Objects' retrieve information from the Customer Record to display in the message (i.e. Name, Address, Phone, etc.). The image below provides a sample.

Here is what was entered into the SecurityTrax Message Editor to create the sample above:

Dear %%[customer][getFlname]%%,

Your Triple A Security Technician is %%[customer][getInstallTechFlname]%%. Our office will be in touch with you shortly with a schedule for installation.

Sincerely,

Triple A Security

Note the proper format when using Objects and Fields. Begin with two percentage symbols %% followed by the Object Type [customer] followed by the desired Field [getFlname] in this case, then end with two more percentage symbols %%.

The table below contains the Fields available for Customer Objects:

ITEM	FIELD NAME	DEFINITION	SAMPLE (where applicable)
1a	[getFname]	Customer's first name
2a	[getLname]	Customer's last name
3a	[getId]	The SecurityTrax ID of the Customer
4a	[getFlname]	Customer first and last name
5a	[getLfname]	Customer's last name, first name
6a	[getLeadCompanyName]	Name of Partner Company or Lead Source on the Customer
7a	[getLeadCompanyCampaignName]	Name of the campaign used by the partner company or Lead source
8a	[getLocationName]	The office location where the Customer originated
9a	[getLocation_id]	The SecurityTrax ID of the Office Location
10a	[getLead_company_id]	SecurityTrax ID for the Lead Company
11a	[getLead_company_campaign_id]	SecurityTrax ID for the Campaign used under the Lead Company
12a	[getAccount_num]	The Customer account number
13a	[getAccount_type]	Residential or commercial account type	Residential or Commercial
14a	[getAddress1]	Customer's first street address line
15a	[getAddress2]	Customer's second street address line
16a	[getCity]	Customer's city
17a	[getState]	Customer's state	XX
18a	[getZip]	Customer's zip code	12345
19a	[getSalesRepFlname]	Customer's sales representative
20a	[getLeadRepFlname]	Customer's lead respresentative
21a	[getBillingTypeName]	Billing method Customer uses to pay for services	Credit Card, Bank Account, or Invoicing
22a	[getMmrAmount]	Customer's Monthly Monitoring Rate
23a	[getEquipmentTotalPoints]	Points genrerated from Customer's equipment
24a	[getPhone1Formatted]	Customer's Primary phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
25a	[getPhone2Formatted]	Customer's Cell phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
26a	[getPhone3Formatted]	Customer's Work phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
27a	[getPhone4Formatted]	Customer's Other phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
28a	[getPhone1]	Customer's primary phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
29a	[getPhone2]	Customer's cell phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
30a	[getPhone3]	Customer's work phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
31a	[getPhone4]	Customer's other phone number	456-7890, (123) 456-7890, or (123) 456-7890 x000 depending on what is in SecurityTrax for Customer
32a	[getInstallDateTimeFormatted]	Customer's installation date and time
33a	[getInstallDateFormatted]	Customer's installation date
34a	[getInstallStartTime]	Customer's installation start time
35a	[getConfirmation_num]	The Customer's confirmmation number provided from the central station
36a	[getInstallTechFlname]	The name of the technician on the primary install appointment
37a	[getCompanyProfileName]	The company name displayed after logging into SecurityTrax	ABC Security
38a	[getMonitoringCompanyName]	The name of the company that monitors Customer's security system
39a	[getEmail]	The Customer email address
40a	[getLeadTypeName]	The status of a Lead or 'Customer' if Customer
41a	[getLead_created]	The date and time the lead was created in SecurityTrax	0000-00-00 00:00:00
42a	[getCreated]	The date and time the customer was created in SecurityTrax	0000-00-00 00:00:00
43a	[getTermMonths]	Customer's contract term in months
44a	[getActivationFeeAmount]	Customer's activation fee (installation fee)
45a	[getAdt_customer_number]	Customer's ADT Customer number
46a	[getAdt_serial_man]	Customer's ADT Serial MAN
47a	[getLeadCallbackDatetimeNotificationsFormat]	The Lead's callback date and time formatted for a Notification	00/00/0000 00:00:00 AM or PM
48a	[getDealerNumberNumber]	Only the number portion of the Dealer Number description
49a	[getMonitoringPlanName]	Displays the Monitoring Plan selected on the Customer Record.

Tech Schedule Objects

'Tech Schedule Objects' use Technician appointments created for a Customer as a reference from which to pull information for the message. If there are multiple appointments, you can select a specific appointment (i.e. Appointment Date and Time, and Technician Name).

Here is what was entered into the SecurityTrax Message Editor to create the sample above:

Dear %%[tech_schedule][getCustomerFlname]%%,

%%[tech_schedule][getUserFlname]%%, your Triple A Security Technician, is now preparing for your installation. Your %%[tech_schedule][getServiceTypeName]%% appointment is scheduled for %%[tech_schedule][getFullAppointmentDateTime]%%.

Please contact %%[tech_schedule][getUserFlname]%% at %%[tech_schedule][getUserCellPhoneFormatted]%% if you need to change your appointment. Sincerely,

Triple A Security

Note the proper format when using Objects and Fields. Begin with two percentage symbols %% followed by the Object Type [tech_schedule] followed by the desired Field [getUserFlname] in this case, then end with two more percentage symbols %%.

The table below contaings the Fields available for Tech Schedule Objects:

ITEM	FIELD NAME	DEFINITION	SAMPLE (where applicable)
1b	[getID]	The SecurityTrax ID of the Appointment
2b	[getStartTime]	The start time of day for the appointment	00:00 AM or PM
3b	[getStartDate]	The date of the appointment	00/00/0000
4b	[getEndTime]	The end time of day for the appointment	00:00 AM or PM
5b	[getServiceTypeName]	The name of the appointment's service type	Install, Service or any other custom service type
6b	[getUserFlname]	The technician's first and last name
7b	[getUserLname]	The technician's last name
8b	[getUserUsername]	The technician's SecurityTrax username
9b	[getUser_id]	The technician's SecurityTrax ID
10b	[getNotes]	Notes that refer to the appointment
11b	[getUser_notes]	Notes from the technician regarding the appointment
12b	[getTech_service_type_id]	The SecurityTrax ID of the appointment's service type
13b	[getTech_service_detail_type_id]	The SecurityTrax ID of the appointment's service detail type
14b	[getServiceDetailTypeName]	The name for the detailed description of the appointment's service type	XX
15b	[getFullAppointmentDateTime]	The appointment's full date and time	00/00/0000 00:00 AM or PM
16b	[getCheckinDateTime]	The date and time the technician checked into the appointment	00/00/0000 00:00 AM or PM
17b	[getCheckoutDateTime]	The date and time the technician checked out of the appointment	00/00/0000 00:00 AM or PM
18b	[getCustomerLeadCompanyName]	The partner company's name tied to the customer on the appoitnment
19b	[getCustomerLeadCompanyID]	The partner company's SecurityTrax ID tied to the customer on the appointment
20b	[getMileageFromTechHome]	The number of miles as the crow fiies between the appointment and the tech's home
21b	[getEnRouteToCustomerTime]	The time the technician marked themselves as EnRoute to the appointment
22b	[getEnRouteToCustomerMileage]	The number of miles as the crow flies from the EnRoute check in point to the appt.
23b	[getEnRouteToCustomerMileageRounded]	The number of miles as the crow flies (rounded to a whole number) from the EnRoute check in point to the appt.
24b	[getCustomerFlname]	The first and last name of the customer on the appointment
25b	[getCustomerFullAddress]	The customer's full address
26b	[getUserCellPhoneFormatted]	The technician's cell phone	(000) 000-0000 x000
27b	[getCustomerPrimaryPhoneFormatted]	The customer on the appointment's home phone number	(000) 000-0000 x000
28b	[getCustomerAccountNum]	The customer's account number
29b	[getCustomerNoteId]	The SecurityTrax ID of the appointment's ticket
30b	[getCustomerId]	The SecurityTrax ID of the customer on the appointment
31b	[getProfileName]	The Securitytrax profile name of the company that scheduled the appointment
32b	[getUserImageUrl]	A url that will display an image of the technician in the email if there is a photo in ST

Sale Schedule Objects

'Sale Schedule Objects' use Sales Rep appointments created for a Customer as a reference from which to pull information for the message. If there are multiple appointments, you can select a specific appointment (i.e. Appointment Date and Time, and Sales Rep Name).

Here is what was entered into the SecurityTrax Message Editor to create the sample above:

Dear %%[sale_schedule][getCustomerFlname]%%,

Thank you again for your time today. I look forward to meeting you on %%[sale_schedule][getFullAppointmentDateTime]%% to further discuss your Triple A Security and home automation system.

Don't hesiate to call me with any questions at %%[sale_schedule][getUserCellPhoneFormatted]%%.

Sincerely,

%%[sale_schedule][getUserFlname]%%
Sales Representative
Triple A Security

Note the proper format when using Objects and Fields. Begin with two percentage symbols %% followed by the Object Type [sale_schedule] followed by the desired Field [getUserFlname] in this case, then end with two more percentage symbols %%.

The table below contaings the Fields available for Sale Schedule Objects:

ITEM	FIELD NAME	DEFINITION	SAMPLE (where applicable)
1c	[getID]	The SecurityTrax ID of the Sale appointment
2c	[getStartTime]	The start time of day for the appointment	00:00 AM or PM
3c	[getEndTime]	The end time of day for the appointment	00:00 AM or PM
4c	[getServiceTypeName]	The name of the appointment's service type	Install, Service or any other custom service type
5c	[getUserFlname]	The Sales Rep's first and last name
6c	[getNotes]	Notes that refer to the sales appointment
7c	[getStartDate]	The date of the sales appointment	00/00/0000
8c	[getStartDateTime]	The date and time of the sales appointment	00/00/0000 00:00 AM or PM
9c	[getFullAppointmentDateTime]	The sales appointment's full date and time	00/00/0000 00:00 AM or PM
10c	[getCustomerFlname]	The sales appointment's Customer's first and last name
11c	[getCustomerFullAddress]	The sales appointment's Customer's full address
12c	[getUserCellPhoneFormatted]	The Sales Rep's cell phone
13c	[getCustomerPrimaryPhoneFormatted]	The Customer on the sale appointment's home phone number
14c	[getCustomerLeadCompanyName]	The partner company's name tied to the Customer on the sales appointment
15c	[getCustomerLeadCompanyID]	The partner company's SecurityTrax ID tied to the Customer on the sales appointment
16c	[getCustomerId]	The SecurityTrax ID of the Customer on the sales appointment
17c	[getUserImageUrl]	A url that will display an image of the Sales Rep in the email if there is a photo in ST

Customer Note Objects

'Customer Note Objects' use Tickets associated with a Customer from which information is pulled for the message. Select the specific appointment to address the item found in the Ticket.

Here is what was entered into the SecurityTrax Message Editor to create the sample above:

Dear %%[customer_note][getCustomerFlname]%%,

Regarding your account %%[customer_note][getCustomerAccountNumber]%%, we'd like to hear if %%[customer_note][getTicketTypeName]%% was completed as expected. We value your input and look forward to hearing from you.

Sincerely,

Customer Service Department
Triple A Security

Note the proper format when using Objects and Fields. Begin with two percentage symbols %% followed by the Object Type [customer_note followed by the desired Field [getUserFlname] in this case, then end with two more percentage symbols %%.

The table below contaings the Fields available for Sale Schedule Objects:

ITEM	FIELD NAME	DEFINITION	SAMPLE (where applicable)
1e	[getID]	The SecurityTrax ID of the customer note
2e	[getSubject]	The subject of the customer note
3e	[getNeeds_tech_schedule]	A boolean value that indicates whether the customer note is tied to an appointment
4e	[getNoteTypeName]	The name for the type of customer note
5e	[getNote]	The body information of the customer note
6e	[getAssignedToName]	The first and last name of the user who is assigned to the customer note ticket
7e	[getTicketTypeName]	The name for the ticket type if the customer note is a ticket
8e	[getCustomerLeadCompanyID]	The partner company's SecurityTrax ID tied to the customer on the customer note
9e	[getTechScheduleAppointmentTypeName]	The name of the appointment tied to the customer note's service type
10e	[getAdt_work_order_number]	The ADT Work Order number that is associated with the customer note
11e	[getCustomerFlname]	The customer note's customer's first and last name
12e	[getCustomerAccountNumber]	The customer note's customer's account number
13e	[getCustomerAccountType]	The customer note's customer's account type name
14e	[getTicketFollowUpDatetimeNotificationsFormat]	The customer note's 'Follow Up Date' date and time
15e	[getCustomerID]	The SecurityTrax ID of the customer tied to the customer note

Customer At Risk Objects

'Customer At Risk Objects' reference Customers who haven't paid their monitoring bills.

Here is what was entered into the SecurityTrax Message Editor to create the sample above:

Dear %%[customer_at_risk][getCustomerFlname]%%,

We have yet to receive %%[customer_at_risk][getAmountOwedFormatted]%% for your security and home automation system.

Please remit payment as soon as possible to avoid distruptions in your service.

Sincerely,

Accounting Department
Triple A Security

Note the proper format when using Objects and Fields. Begin with two percentage symbols %% followed by the Object Type [customer_at_risk] followed by the desired Field [getUserFlname] in this case, then end with two more percentage symbols %%.

The table below contaings the Fields available for Customer At Risk Objects:

ITEM	FIELD NAME	DEFINITION	SAMPLE (where applicable)
1d	[getCustomerFlname]	The first and last name of the customer that is 'at risk'
2d	[getAmountOwedFormatted]	The amount that the customer owes
3d	[getAmountCollectedFormatted]	The amount collected from the customer
4d	[getAmountCreditedFormatted]	The amount credited to the customer
5d	[getCustomerAtRiskReasonName]	The description of the reason the customer is 'at risk'
6d	[getCustomerAtRiskResolutionName]	The description of the resolution for the customer that is 'at risk'
7d	[getReasonCauseName]	The description of the cause for the reason the customer is 'at risk'
8d	[getAssignedToUserFlname]	The first and last name of the sales rep of the customer that is 'at risk'

Warranties

The length of time your company will warranty a system for a customer.

REMINDER: All BOLD fields are required in order to save.

Click on the Administration tab
Click Warranties under Content Management
Click Add Warranty located directly beneath the main tabs at the top
Enter a Name
Enter the number of Days
Verify the Active checkbox is checked
Click Save
Repeat for each Warranty

Examples include 30, 60, or 9999 (Lifetime), but any length of time could be entered.

Titles

While not part of the Content Management section of the Administration tab, adding Titles is a straight forward process and only takes a few moments.

Titles are the various department names in your business and can be found under Organizational Structure under the Organization section.

REMINDER: All BOLD fields are required in order to save.

Click on the Administration tab
Click Organizational Structure under Organization
Click Add User Title located directly beneath the main tabs at the top
Enter a Name
Enter a brief description
Verify the Active checkbox is checked
Click Save
Repeat for each Title

Examples include CEO, COO, CFO, VP, etc. but any value could be entered.