Technician Guide

This document outlines a Technician's typical use of the Carter mobile app and can serve as a guide to using Carter for first-time users.

Additionally, users can submit issues directly to the support team via the Feedback Form found in the main menu in the top left-hand corner of the application.

This article will provide instructions on:

• Downloading and Installing Carter
  • Apple iOS
  • Android
• Opening the Carter app and signing in
• Using Carter
  • Tools Required
  • Acknowledge Orders
  • Leaving your home
  • Arriving at the location
  • Turn away from service (see steps 7-10).
  • Starting assembly
  • Scanning barcodes
  • Pausing an order for breaks
  • Scanning an assembled item's QR code
  • Completing the End of Order Questionnaire
• Adding new products using Product Management tool
• Using the Feedback Form

Installation

Apple iOS

1. Apple iOS device users will first need to download Testflight to access the Carter app. Use the following link to gain access to the Carter app on iOS: https://testflight.apple.com/join/CaMTPFjx

   

   
   

2. Once TestFlight and Carter are installed iOS users will need to turn on automatic updates to ensure they are using the latest version of the app.

   

Android

Android users of Carter can download directly from the Google Play Store. Click here to download!

Notifications & Location Permissions

For Carter to function as intended users will need to allow notifications and location permissions.

Notifications are required to inform them of new orders being assigned to them, new products being approved as well as other possible notifications in the future.

Location permissions are required to track technician travel, aid in routing, as well as provide valuable information to account managers regarding the status of active orders.

Logging in

Once installed, open Carter and sign in using your email and password.

Please note: email addresses and passwords are case-sensitive.

Using Carter

Viewing an Order

Once logged in the user will be taken to the My Work Day tab to view orders to acknowledge for the following day

1. Click on an order to view information. Be sure to note Scheduled Time, Scheduled Date, Estimated Travel Time, and Distance.

2. Once you have reviewed the order information verify that you have the tools required for assembly by pressing the Tools Required button.

3. Acknowledge the order by pressing the Acknowledge Order button.

Note: If the order is not acknowledged the user will be unable to move on to the next step.

4. When departing your home on the scheduled day of the order, tap the I'm Leaving My House button to track your commute.

5. When you have arrived at the store end your commute by pressing the Arrived at Location button. DO NOT PRESS START yet as there may be a turn away.

6. If you need to manage a Turn Away follow steps 7-10. If you are able to begin assembly proceed to step 11.

7. To manage a Turn Away press the Turn Away button.

8. Contact the Account Manager then click Continue.

9. Input the Reason for being Turned Away and the Store Manager. Then click Finish.

10. Have a store manager Rate Your Service, add their name in the Store Manager Name field, and add their signature in the Store Manager Signature field. Then click Accept.

11. If you can begin assembly on the order click Start.

12. Scan the barcode of the item by pressing the scan barcode icon or search for the item using the search field. Selected items will be shown in the fields below.

Note: If you scan the barcode and no item is found, you will need to add a new product using the Product Management Tool.

13. Add a photo by navigating to the Photos tab and pressing Add Photo. Enter a caption then press Add.

14. Scan the completed item's NAI QR Code by pressing the QR Code icon.

15. Tap the QR Code icon to scan the QR code. Once scanned the QR Icon will turn green. Then add the Serial Number then click Update.

16. Be sure to take any mandatory breaks. Navigate to the Order Info tab then click the Pause to begin your break.

17. Indicate the reason for pausing work then click Save.

18. To resume work click Resume Work.

19. Be sure to check order notes on the Notes tab.

20. When all items are completed navigate to the Questionnaire tab.

21. Navigate to the Summary tab and verify all fields have been completed. Get a store manager's signature for the order then click Accept.

Congratulations! The order is now complete.

Adding New Products

Occasionally you might scan an item that is not present in the item database. When this happens, you will need to add a new product using the Product Management tool. Once the product addition is complete it will need to be approved, then it can be scanned into the Order Worksheet.

For detailed instructions on how to add products please follow this link.

Feedback Form

If you happen to encounter any issues using the app you can submit your feedback through the in-app Feedback Form. The Feedback Form is accessible via the main menu at the top left-hand corner of the application.

In addition to the Feedback Form, you can reach Carter Customer Support at support@cartercrm.com.

Submitting an Issue

1. Be sure to take a screenshot(s) of the issue prior to accessing the Feedback Form from the menu in the top left corner of the screen in order to attach them to your submission.

2. Provide as much detail as possible regarding the issue by clicking inside the Issue Details window.

3. Add screenshots of the issue using the + Add Photo button.

4. Once you have filled out the Issue details and attached screenshots click Submit.

5. A confirmation message will appear and the issue is submitted to the Carter Support Team for review.

Still have questions? Please use the in-app Feedback Form or contact Carter Customer Support at support@cartercrm.com for further assistance.