Customer Portal – Brand New Feature to help to streamline your workload

We are excited to launch our brand new Customer Portal and share this with you, as our aim is to always strive to make your life easier, so in creating this portal, we hope to help to streamline your workload.

To view full information on how to use and implement this very useful portal, please contact us and we can send you the link and the PDF for future reference.

A brief summary of what this portal enables you to do:

• Request a repair or service visit

• View the progress from submission, to completion of every service request

• View all equipment known to be at your location

• Check the service history for each piece of equipment

• Add purchase order numbers

• View any parts fitted during the repair

• Match work orders to invoices

No more searching for paper worksheets and printouts, files on the computer, or working from memory – all of the information you need at the click of a button!

If you need any assistance, or have any questions, please contact our friendly technical team, who will be happy to assist you:

Helpline: 0333 772 7726

Email: info@go-ept.com

Getting started…

You should have received an email with information on how to active your customer portal. If you have not received it, please contact us and we will send you a new link.

From here you can activate your account.

If your link has expired, please call our admin team on 0333 772 7726 and a new link will be sent.

Click on the “Activate Your Account Now”

From here you will taken to a screen where you can choose your own password.

Once you have submitted your password and confirmed, you’ll see the next screen:

Click on “Go to Login Page” this will take you to the next screen:

Enter your login details in to the boxes and click log in.

Username: This will be the email address to which the activation link was sent.

Password: This will be the one just chosen by you.

From here you will be taken to the Customer Portal Dashboard screen:

Customer Portal Dashboard Options

Dashboard: Returns you back to this screen each time.

Service Requests: This page allows you to view all service requests, past and present, along with the option to submit a new request.

Contracts: This page shows any contractual elements on your account.

Equipment: All the known equipment is listed here. 

If you have equipment on site we are unaware of, please send the details to our admin info@go-ept.com and they will add these for you. 

If we repair or service any equipment not shown here, we will add this for you at the relevant time.

Files: Any associated files will be maintained here.

Also on the dashboard:

Top Right Corner: You will see your account name, this will enable you to log out.

Right Hand Side: Who is logged in, the company name, primary contact for your account, and the site address.

Below you can also see the “Open Service Requests” and “+ New Service Request” options:

Service Requests:

The service request options enable you to view existing (open) service requests and past (closed) service requests. This also enables you to see if a colleague has already submitted a service request for the same item, preventing duplicated charges for re-attending site, etc.

Service request status categories:

Open (New) This will be visible when the service request has been submitted

Open (Assigned) This is visible when your service request has been assigned to a service technician

Open (Postponed) This is visible if your service request has been postponed for any reason

Open (Completed) This is visible once the technician has completed the service request

Closed: This is visible when the service request has been completed, checked and invoiced

Submitting a Service Request:

The process of submitting a service request is simple and should take no longer than one minute.

Start off by click on the “+ New Service Request” option on the Dashboard, or by clicking “New” from the service request screen.

Complete as much information as possible, this enables us to assign the job to a service technician who is best served to meet your requirements.

Description: Enter a brief description. 

In the example below you can see that “Various faults” was typed, in this instance the user is making us aware there is more than one piece of equipment requiring attention.

You may chose to type what your fault is “Leaking oil”, “Faulty wheel”, “No power”, etc.

Customer: This is pre-populated using your account, and can not be changed.

Service Location: This is where the service request work is to be completed. 

If you have multiple sites within the same account, then please ensure you select the correct site.

Contact: Here you can select the contact for the work.  The person selected here will receive any notification on updates to the service request.

Priority: As shown above, you are able to select the severity of your request. Normal is automatically selected. At GO-EPT we aim to respond to all request within 1-2 working days regardless of which priority rating is selected.

Type: Here you can select from the 4 categories, alternatively this can be left blank, as it doesn’t affect the service request.

Detailed Description: The detailed description is where you can put as much information as possible. The better the detailed description, the more information our technicians have when attending site to carry out the repairs.

PO# : The PO box enables you to attach a purchase order number to your service request, a useful addition which prevents our admin team from reaching out after the work is completed, taking up your valuable time to send the order number.

Equipment To Service: Here you will see a list of all the equipment known to us to be on site at your location. The dropdown menu enables you to select exactly which equipment requires the service visit. There is no limit to how many you can add, so if it’s a service request for more than one item, please add them all.  When completed correctly, our service team will be able to assign the job to the correct technician allowing for sufficient time to complete the work. If the equipment is not shown, please add the details to the detailed description part of the request.

Once the service request is complete click the “Save” button – 

You have now submitted your first service request.

Once saved the service request will now show in the dashboard, enabling all colleagues to see the active service request.

If you click in the open service request, you will see all the details of the service request including:

• Status
• Time of Creation
• Time Open

Actions: Here you can add further comments to the service request, useful if more information comes to light after submission of the request.

Recent Log Entries: Here you can see any changes to the service request or input from other colleagues, our service team or the technicians attending site.

Recent Items: This will show any parts or labour which have been added to the service request.

A complete list can bee seen when selecting the ‘Items Tab’.

Items Tab: Here you can view any labour and parts attached to the service request.

Billing Tab: The billing tab shows a detailed list of all charges associated with the service request.

Attachments Tab: Here you will find any document or pictures that have been attached to this service request.

Examples could be pictures showing damage and wear which prevents the equipment being repaired, for instance, a crushed frame, worn underside of the machine, etc.

Log Tab: The log tab list all log entries for this service request from creation to current status.

Equipment

The equipment section of the Customer Portal enables the user to see all known equipment at this address.

If there is further equipment on site, our technicians can enter this when they carry out any service or repair to the equipment.

Alternatively you can send a list to our admin team at info@go-ept.com and they will add this on your behalf.

Under the “Active” tab you will see all equipment that is currently in use. 

If the equipment shows under the ‘Inactive’ tab, then more than likely this piece of equipment has been taken out of use due to being beyond economical repair, or lost from site.

If you select a piece of equipment from the list, you can view specific details relating to this item.

Item Name: This is the type of equipment, i.e.: Electric Pallet Truck.

Status: If the equipment has been designated ‘Inactive’ this box will be highlighted.

Type: Not currently used.

Mfr. Name: This is the manufacturer of the equipment.

Model No: The model number is shown here.

Serial Number: The serial number is important for tracing the truck with the system. This is a requirement for many scenarios including warranty, service history, and insurance reports.

Location: If you have multiple locations this may show here, otherwise the main location will be shown.

Next Service Date: If your equipment is on a service schedule with ourselves, the date of your next service will be shown. The date always shows as the 1st of the month, i.e. a next service date showing as 01/12/2024, would be due a service in the month of December 2024.

Service Interval: If your equipment is on a service schedule with ourselves, the service interval will be shown here, i.e., 3 months, 6 months, 12 months, etc.

Purchase Info: This will show the date the equipment was purchased. Only equipment purchased from GO-EPT Ltd since 2021 will show here.

Installed On: This will be blank. The equipment we sell is mobile, only fixed equipment has the installed date showing.

Warranty Expires: If you purchased your equipment from GO-EPT Ltd, and is still under warranty when it is uploaded to the equipment list, then the date of warranty expiry will show here.

Battery Serial Number: If your equipment uses a removable lithium battery, then the serial number will be shown here.This helps track the age of the batteries, which can be useful when batteries may be shared amongst many different pieces of equipment.

Ref No: Is not currently used.

Notes: Here any notes relating to the equipment are shown.

Attachments Tab: if there are any documents or images associated with this item, then they will show here.

Service History Tab: Here you can view all the service requests where the equipment is present. Selecting a work order will enable you to see any details relating to the service request form on that date. The service history section can be useful to see the quantity of requests the equipment has received. This could highlight potential issues with the age of the truck creating a significant number of breakdowns, or frequent misuse, etc.

If you should be concerned regarding the equipment’s service history record, please speak to our service team on 0333 772 7726, where they can investigate your concerns.