Digicall Assist Help Center

How to log in

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Cannot log in:

Use link below remember your email address is your username:

Go-live Webinar

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Process a job on the app

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The images below details a step by step process of completing a battery job on the Digiflow app. The other jobs also follow a workflow design and is similar to the example given. 

Process job start to finish

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As soon as a Digicall agent has captured the case and job details or a customer captured details on the consumer application, the job will automatically assign to the relevant provider. Job offers follow the Digicall Assist Assign Strategy that automatically considers panel hierarchies, service areas, services, compliance fulfillment, and planed in future, customer service scoring (CSI) of the Provider. All jobs will auto-assign for a maximum of 10 minutes, attempting 3 providers as selected by the assign strategy. If a job is not assigned successfully in this timeframe it will revert to manual assignment and escalate to Digicall Assist management.

When the assignment cycle starts, the first Provider selected will have 3 minutes to accept the offer before a second Provider is offered the job. After another 3 minutes, if not accepted, a third Provider is added. The first and second Providers will however still be able to accept the offer until the full ten minutes have elapsed.

Note:  The assign strategy detailed above is the current process applied by Digicall Assist and is subject to change.

Service locations

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Service locations are relevant to Providers who operate from different facilities or with Towing companies, who have several facilities. Capturing the relevant locations enables Digiflow to direct and assign jobs most appropriately. Therefore, it’s important that you add your relevant service locations:

• Select “New” location
• Select suitable Name
• Select Categories – configured by Digicall Assist:
  • Select relevant category such as tow yard, area office; Service centre
  • Select relevant sub-category if applicable. Example for a Service centre might be relevant OEM badges
• Add web link if applicable
• Submit.

Overview

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Dear Valued Provider

Welcome to Digicall Assist’s Provider dispatch and case management system, DIGIFLOW.

This training manual is for all Digicall Assist’s Providers.

It gives you step-by-step instructions on getting started and using Digiflow.

Work your way through each step to register and set up your business account.

Once registered, you will use the DIGIFLOW "Provider Portal”, as well as the DIGIFLOW "Provider  App” to accept jobs, manage your teams, submit invoices, update compliance requirements, and process tasks.

The Training Manual has been divided into several chapters to make it easier to use.

1. Introduction
2. Provider Registration
3. Provider Portal
4. Provider Jobs
5. Provider App

Please feel free to add your comments and suggestions on how we can improve our assistance and help content.

Tracking of drivers

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Note: This is a future feature and is currently deactivated 

 The Tracking tab is a useful tool where you manage locations, regions and mobile teams. There are various filters available to refine your search, but the following is of importance:

• To view any telemetry devices or Provider Location, you need to first select the relevant service/s and then select the All, Provider Location or other options available on the top filters
• Active Jobs and Provider Operating Regions are not yet active
• The Provider location tab refers to service locations
• The Provider Tracking tab refers to the technicians using the DIGIFLOW mobile application available in the relevant app stores. 
• You can also refine your search further with regards to username or device numbers, specific services or job status.

Finance

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The finance section provides you with a list of purchase orders that are either in draft or ready status.

• Purchase orders are automatically generated once a provider is assigned. The purchase order becomes ready to submit once the job is completed or cancelled.
• Purchase order amounts will be automatically inserted where cost item rates have been pre-configured.
• Once a purchase order has a “Ready” status on the Provider portal, you can manually submit the order and create an invoice, alternatively the order will automatically be submitted to Digicall Assist for payment after 7 days from job completion, as per the Service Level Agreement.
• Purchase orders that have been edited, where invoice amounts have been increased or additional cost items have been added, will require Digicall Assist approval. These invoices will automatically be referred on submission.

Purchase orders and invoices can be viewed by selecting the Finance label on the Provider portal and then selecting the blue hyperlink of the relevant item, Alternatively, you can access a job and select the Finance tab on the job.

Jobs

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This article provides an introduction to Jobs. A detailed instruction on how to process and complete jobs on the Provider portal is detailed in chapter 3.

The Jobs page is the landing/home page when accessing the Provider portal. You have two display options when viewing assigned jobs:

• Kanban (Card view)
• List View (row View).

To access a specific job, you must select the blue hyperlink on the job.

Areas and services

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DIGIFLOW assigns jobs to Providers based on relevant area and panel configurations. It is therefore important that areas are mapped correctly. Panels are managed by Digicall Assist. You only need to set up the area/s, and service/s relevant to your business.

Once you’ve completed the registration process, Digicall Assist will assign you to the relevant panel/s and you will be able to view these panels on your Portal under the "Company" section.