Speed of Repair (Pt 1)

The last person to save the workflow is where the message comes from. Some customers will create a generic user just to create workflows that send messages.

Can you create a workflow to auto assign a Meld to a maintenance staff based on the day? We have a rolling on-call schedule of one week on, two weeks off. When it’s the maintenance tech’s week to be on-call they take all melds during that time.

You can use the Meld Created condition and In Recurring Range to select the days.

What if we have older vendors who are stuck in their ways and don’t know how and/or don’t want to learn how to use your software? How would we be able to use your software with a Vendor who is not in your system?

The best work around for this scenario, is to assign that particular Meld to yourself or anyone managing maintenance requests, because from there, you can then schedule, chat and complete. So every step is covered and documented while the resident is getting all of the notifications and reminders and having that 5 star experience even though you are still reaching out to the vendor and updating the system manually.

Is there a way to have melds be evenly distributed between our repairs coordinators? Like 1 gets assigned to an internal coordinator, and the next one goes to the next coordinator?

There is a way to evenly distribute portfolios based on MC’s or PM’s. Property Groups will make it so certain people only see certain properties, notifications and melds. You can’t really do a rotator for individual technicians on staff. I suggest having filters for each technician to easily see how many are assigned to each technician to know who to assign the next Meld to.

Is it possible to export estimates that vendors submit to send to owners who do not use Property Meld?

Owners do not have to use meld to get notifications, chats or owner approval requests. It simply send them a direct email and they do not have to register for anything. If they do not use email, how else would you send the estimate or export?

If I have an owner who has a preferred vendor (network), is it possible to forward new Melds to these preferred vendors?

If you select auto-assign could you add the property name in the words- so then it auto assigns to that vendor if the owner has a preferred vendor on that property> I would suggest creating a property group instead and then YES, the auto assign can be set up based on certain properties because it’ll only auto assign to that property group. And you can still do based on work category and or description.

Is the Vendor Academy going to be available to send to new vendors during onboarding as an ongoing option?

Meld Academy is a great outlet for vendors who can’t make the initial onboarding call. We will be hosting one webinar every month.

Is it possible to tag properties that the owner has preferred vendors for? Not all of our owners care which vendors we use but some have specific vendors they would like us to use. Is there a way for those properties to be automatically tagged as “preferred vendor” when a meld is submitted so we know before we assign a vendor?

Owner assigned maintenance > set the owner up as a vendor > create property group with the owner properties > have an auto assign workflow to assign to that owner

Did you say vendors can not see Maintenance Notes?

NO, only vendors CAN see maintenance notes

Are y’all creating an app anytime soon?! Would be so convenient when out of the office working.

Not at the moment, but doesn’t mean it is something that could happen in the future. Suggest it in your Meld account under the Gear icon> Updates and Feedback.

For the 6.1 day and 3.0 day tiers for speed of repair that you displayed—is that the average or median?

It is Median. Median helps focus on the overall performance and eliminates outliers. As an example that one meld that was left open for months and should have been completed.

Would you have any suggestion for how to measure speed of repair for different types of melds; i.e.: internal vs vendors or to remove from the data collection any melds that are tagged as owner responsibility?

This is great thinking. Madison will talk about our new Beta testing for Actionable Insights at the end this will provide you the access you are looking for to slice and dice the meld metrics.

Can we see how to create the filter for “older than 3 days – not scheduled”?

If you need help setting up that filters we can help do that for you. Can you provide me your email address and I will reach out after with how to do this.

Can to do a report for the metrics to export data to share with team and owners?

Madison will talk about our new Beta testing for Actionable Insights at the end. This will provide you the access you are looking for to slice and dice the meld metrics and export the data to share.

Is there a way to disable Vendors from closing out Melds as ‘Vendor Could Not Complete’ and instead informing them in real time to just chat us that the Meld needs to be reassigned? This becomes a pain as it locks the Meld and prevents us from doing any more with it, having to clone it and creating somewhat of a disorganized Meld list for the property.

I do highly suggest having the conversations/communication with your vendors on your preference for this scenario so they know how to handle it if/when this happens. You could also consider adding this process or your expectations for the vendor to the maintenance notes for them to see and even a workflow to send them a text after they accept a Meld.

Would love clarification on the parameter terms for the parameter terms for workflows – “all of” vs “any of” vs “present” – which ones are the best to include or exclude?

The “All Of” means that all of the items listed must be present in order for the workflow to work. “Any Of” means that just one of the items listed needs to be present.

When we create a project and it has several melds associated with it, is there a way to send a single email for the project and not a response for each meld associated?

It’ll send the notification to each individual vendor or tech associated with it at the time of assignment. I don’t believe this is an option since most melds are sent out to different vendors.

Can you share the After Hours Template for the WorkFlow?

Please see the recording!

How do we delete Workflows? I have a few double flows?

For right now there is not a way to completely delete a workflow, but you can deactivate them.

Is there a way for tenants to upload videos? They try but they done come through.

They are able to upload a video, but the file size is limited to 20mb. If it is larger than that it will not upload.

Can we get the reminders send to the email. Since right now we only get a notification on meld.

This setting can be found in your notification settings.

How can I used the wording like if I have set up for HVAC not working or leak and the tenant place a meld they say that the troubleshooting it was shown it has nothing to do with the workflow.

You would use Meld Description and/or Meld Brief description. Those are the fields that residents can or are required to fill out when submitting a meld. Feel free to add as many options for verbiage as you want!

How do you remove a saved filter that’s not working properly?

If you click into a filter, the name has a carrot next to it ^ from there you can edit or delete any filters you do not like or no longer use.

Metrics take in account all melds, tenant, make ready, hold. Will Insight be able to filter for metrics?

It does allow the option to filter projects.

I’m sorry my question was specifically for exporting estimates that vendors submit within the meld

The estimate would have to be downloaded or the page printed if the owner does not use meld.

Has this already come up: Allowing tenant-uploaded photos to be shared with owners and vendors?

If you click the gear icon on the photo it allows you to share the photos you want.

For tenant photos we are having to download them from meld and upload them to the meld again in order to share them with the vendor/owner. It feels like that could be a quick fix.

No need to download and upload any files on a Meld. Simply click on the gear icon in the top right corner of the file and click share. You then have the option on who you want to share the file with. Vendors will already see internal photos as well as resident photos.

If I delete a tenant from Property Meld that already moved out, do we lose the meld info they submitted during their tenancy?

If a meld is already open and then the resident moves out, it should not close or delete the meld in any way.

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Tips (from fellow Meld Users):

We use filters for vendors that do not use Property Meld or have no email. We just tag them with the vendors name and then create a filter to organize them and not lose them.

Pending Owner Approval is a great one to ensure you are getting the approval fast and getting them assigned out if you need this prior to the work starting.

We use color coding to assign priority to filters. 🔴 Red, Yellow, Green etc…

I find it incredibly helpful to add reminders to Melds that need follow-up, and have created filters that show reminders due today and this week to keep me on track!

Emojis in filters are so cool – a great way to break up your dashboard and make it more interesting! 👀🛻⚒️

We add a “this is an automated message” to the template so tenants are aware the sender may not be available.

The help section has several links that we send to those vendors that are apprehensive to use Meld. We have over 100 vendors and about 95% use Meld. I would assist them in learning 1 at a time. It was more work up front but it saved a ton of time in the end. The help section links really helped them better understand.

We have every work category automatically assign to different vendors

We require all our vendors to use MELD, if they do not know how. We set a meeting with them and walk them through

For the older vendors you can tag it with their name and then create a filter for that 1 vendor. That keeps it open for you, and separated at the same time.

(regarding tagging owners who use their own preferred vendors) our team created a property group for those properties/clients. It automatically sends a message to the managers saying “This owner has a specific vendor, please review the following list” that way we can always keep the client’s preferred vendor in mind.

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We hope this answers all of your questions from the webinar, but of course, feel free to reach out to our support if you need any further clarification.

Vendor Nexus

Speed of Repair (Pt 1)

Links:

Q&A

Here are the questions taken from the webinar chat:

Tips (from fellow Meld Users):

Quick Links