On Monday, April 3rd we will release an update to Springboard.
This update is largely focused around cleaning up – and improving the load-time – of the dashboard. We have removed the onboarding progress monitor from the New Customers block and also the Issue tracker tickets.
We have also begun to clean up the main navigation bar and the stacks of sublinks to eliminate redundant and no longer necessary tools.
Depending on your account’s permission levels, you may see different results. This is the first step in refining the Springboard interface.
Please note, that if you are still sending prompts manually, this will no longer be an option going forward. All prompts will be sent automatically.
Software Update - Monday, March 13, 2023 at 2 a.m.
My apologies for not getting these notes distributed before the release (Geoff).
In addition to a number of bug fixes, this release now allows for…
- Manifests to be split into multiple smaller manifests rather than the simple two-way split.
- The ability to swap customers between released-to-driver manifests directly from a customer’s pin on the Optimizer map. (This allows for a far more intuitive and visual way to move customers among released-to-driver manifests.)
You will also notice a few changes to the way notifications are set up and sent from the Drivers App.
Why did we make these changes? One of the most frequent complaints handled by Customer Service is from customers who have a received inaccurate ETAs for the driver’s arrival. These issues are most frequently caused by…
- The driver selecting an inaccurate “I will start driving at:” time. (A reminder that the Optimizer calculates all ETAs based on the location that the driver will be leaving from and the time that the driver expects to start driving.)
- The driver selecting too small a time window for the ETAs.
- The driver not optimizing the manifest before setting up and sending the notifications.
While more changes are coming to the notifications tool, we have taken the first steps toward solving the most common user-created issues. Namely…
- The manifest must be optimized* before the notifications can be set up.
- The driver can no longer select an “I will start driving at:” time that is earlier than the current time.
- The “Arrival Window” menu now has a minimum of window size of one hour and a max of four hours in 30-minute increments.
- As a final step, the driver must confirm that they have correctly set the “I will start driving at:” time and that the “Arrival Window” is set to a reasonable time.
*If you frequently need to manually reorder your manifest, in order to satisfy the new Setup and Send requirements for the notifications, the first step should be to optimize the manifest. Once a manifest has been optimized and the optimized order saved, the manifest can be reordered by drag-and-drop. Springboard will still see the manifest as “optimized” and the driver will be allowed to proceed through checkout and Set Up and Send.
If you have any questions about this update, please reach out to the partner support team.
Software Update - Monday, June 13, 2022
On Monday, June 13th we will be releasing a Springboard upgrade at approximately 4 a.m. Eastern time. This upgrade will require no server downtime.
Primarily this upgrade contains the first phase of an overhaul of the Manifest Progress tool. Our goal is to build out this tool so that it becomes a dashboard for your in-progress manifests. The update includes customizable views, the ability for admins to create production tickets, cancel pickups, and close driver manifests all from the Manifest Progress tools.
This update will also include a redirect to the driver app from the Springboard login. If, for example, a driver is logged out while using the driver app and redirected to the Springboard login, upon logging back in the driver will be redirected back to the driver app.
We continue to investigate the source of unexpected logouts (primarily from the driver app). If this is an issue you are experiencing, please let our Partner Support team know by emailing firstname.lastname@example.org.
In addition to the build-out of Manifest Progress, this update includes minor bug fixes.
Software Update - Monday, May 23, 2022
On Monday, May 23rd at 4 a.m. we will be releasing a minor update to Springboard. This update requires no downtime.
In addition to minor bug fixes, this update includes two enhancements.
The Optimizer can now accept starting and ending addresses that are outside of a partner’s service area.
Customers who have failed pre-authorization will be moved to a “Failed Pre-authorization” section on the Production Manifest. These tickets will still behave the same as successfully pre-authorized tickets – the intention of this feature is to provide admins with better visual feedback on problem tickets. Once customers resolve their pre-authorization issues, their ticket will be moved from the failed list and back to the general manifest.
Software Update - Friday, May 6, 2022 at 2 a.m.
We will be upgrading the server this Friday morning at 2 a.m. The expected downtime is less than 90 minutes.
In addition to the server upgrade we are also releasing an update to Springboard. This update will include several minor bug fixes as well as these features:
- Manifest Progress will now have a gallery view so that all photos can be viewed as thumbnails and then expanded for details.
- Manifest Progress will also include access to a “notifications history.” If, in the course of driving a manifest, customers are send updated arrival time notifications, their ETA will be tagged with a badge indicating the number of “resends.” Clicking on the badge will show the history of when updates were sent as well as the updated arrival time.
- While a manifest is being driven, Manifest Progress will include a link for quick access to the Optimizer.
- The printed preference tickets will include a “New” badge for first time customers.
- If you are not automatically charging for missed pickups, and the missed pickup is not charge to the customer or forgiven with in 48 hours, it will automatically archived (forgiven).
- The “Clear Address Validation” button will now always be accessible from the customer details page. If you have an address that is not mapping correctly in the Optimizer, clearing the address validation and revalidating from the “Issues” tab in the Optimizer will force Springboard to fetch a new mapping point from Google.
- Admins with the required permissions will be sent a notification when a customer’s pre-authorization fails.
- Springboard will now allow admins to build manifests for blocked routes. Customers will still be prevented from scheduling pickups for blocked routes but admins will have the option to build and checkout manifests that include blocked routes.
- On printed return labels, if the customer has no bundles being returned, the “B” will not show. If no hanging, the “H” will not show.
Thank you for your patience with the extended downtime. Please plan accordingly.
Software Update - March 28, 2022
On Monday, March 28th 2022 at approximately 4 a.m. we will be releasing an update to Springboard. In addition to minor bug fixes, this update includes a significant addition to the Production Manifests. Your attendants will now have the option to toggle between an English view and a Spanish view. By default, the Production Manifest will open to the English view. While in the English view, clicking on a customer’s name to produce a preference ticket will display the customer’s preferences in English including special laundry instructions. If the Production Manifest is toggled to the Spanish view, the preferences will display in Spanish.
You can find a short video of the English/Spanish toggle in action here:
Software Update - March 14, 2022, Additional Features
In addition to releasing the same-day cancel improvements (see below), the March 14th update also includes:
Failed Pre-authorization Changes
- If a customer’s card declines during pre-authorization, the pre-authorization will automatically be toggled to “skip.” Attendants will no longer need to select this option. The customer will still be notified and have an opportunity to correct their billing issues. This change will eliminate the problem of “ghost invoices.”
- Customer search has been made more robust.
- “Route XL” has been removed as a route ordering option
- Drivers now (correctly) have access to the customer search.
- The return labels will now print with HappyNest Customer Service phone and email.
- We have made minor revisions to driver app checkout process. Click here for a demonstration.
Software Update - March 14, 2022, 2 a.m.
We will be releasing a significant Springboard update on March 14th at 2 a.m. Server downtime should be less than 10 minutes.
While this update contains a number of bug fixes, its primary purpose is to extend the period during which customers, admins, and Customer Service agents can cancel a pickup. During development, we have been referring to this as both same-day cancel and extended cancel.
This feature has, for some time, been the most requested modification from partners to the current workflow.
- As Springboard is now configured, once a manifest has reached its cut-off time, or has been checked out by the driver, customers can no longer cancel their pickups.
- Admins and Customer Service have slightly more flexibility for canceling but in all cases, once a driver checks out a manifest, that manifest is locked to additional cancellations.
- The intention of enforcing this rigid policy has always been to maintain the integrity of a checked-out manifest.
- If a customer attempts to cancel their pickup through normal channels (the apps, the website, by responding to a text or email) but is blocked from doing so because they are attempting to cancel after cut-off or after checkout, they contact Customer Service.
- The highest call volume to Customer Service is related to customers requesting cancels.
- When a customer contacts Customer Service to cancel a pickup after cut-off, Customer Service is thrust into a round-robin of attempting to contact partners and drivers to request approval for the cancellation.
- It’s time consuming and inefficient for all involved. And even if a partner approves the cancel, there is no way (currently) to remove the customer from the manifest.
- Many partners have long advocated for streamlining this process because, while after-checkout cancellations are far from ideal, not going to a customer’s house when the customer definitively does not want a pickup, is preferable in that it presents partners with the ability to reduce driver time and vehicle overhead waste.
When making a major change like this we try very hard to come up with a solution that will work for all the HappyNest partners and customers as well.
- Customers will now be able to cancel pickups after the driver has checked out the manifest.
- This option will be available to them right up until there is only one remaining stop prior to the driver arriving at their house.
- Customers will be able to cancel from their account homepage on the website, or by clicking on the “need to cancel” links (new) in the Driver is on the way… notifications.
- As a partner, you will have the option to set a threshold to determine if a customer should be charged a missed pickup fee or not.
- By default, this threshold will be set at 5 stops prior to arrival.
- If a customer cancels their pickup, and the driver is more than 5 stops from arriving at the customer’s house, the cancel will be approved with no penalty to the customer.
- If the customer is canceling when the driver is fewer than 5 stops to arrival, the customer will be informed (and must acknowledge) that they may be charged a missed pickup fee. Again, this is a threshold that can be set by you from the main Settings panel in Springboard. If you want to have a more punitive policy, you can set that number higher.
For Customer Service
- A customer’s pickup can also be canceled after checkout from the customer details page.
- The same threshold rules apply however Customer Service – abiding by whatever policy you choose to establish – agents will have the ability to forgive the missed pickup fee for late-canceling customers at the time of cancel.
As is the case currently, 100% of missed pickup fees are passed through to the partners.
Driver App Changes
- Obviously, changes made to a manifest after a checkout can be disruptive for drivers. To try and minimize the effect on drivers, we’ve built in multiple warnings and checks. As soon as an after-checkout cancellation is approved, the driver will be notified in the driver app with a red banner. The driver will have the option to view the changes made to the manifest, dismiss the notification, or use the shortcut to re-optimize the manifest.
- If a driver chooses not to re-optimize the manifest, the canceled pickup (clearly flagged as canceled) will remain in its original position on the manifest.
- If a driver chooses to re-optimize the manifest, canceled pickups (because they will no longer figure into the optimization equation) will fall to the bottom of the manifest (while still clearly marked as canceled).
- If a driver uses the “Next Customer” button to move through the manifest, customers with canceled pickups will automatically be skipped.
- ETAs will continue to reflow if the manifest changes as they currently do.
- When a customer cancels a pickup after checkout, admins who currently receive weekly customer cancellation emails, will also receive after-checkout cancellation emails.
- The goal here is to keep you aware of changes that are being made to the manifest as they happen.
The extending of the cancel window came directly from partner requests. As always, when altering a long-established workflow, we have tried to find a balanced solution that will work for all partners. We’re also mindful of the fact that only by releasing this into the wild will we be able to discover what works well and what needs improvement. Consequently, we ask not just for your patience but more importantly your feedback.
Send feedback to email@example.com.
Software Update - February 7, 2022
Springboard will be updated on Monday, February 7th at 4 a.m. Approximate downtime is five minutes. In addition to minor bug fixes, this release includes a change to the Production Manifest. The Production Manifest will now display, for each customer, the number of bags picked up by the driver.
Software Update - January 24, 2022
At approximately 4 a.m Eastern Time on Monday, January 24th we will be releasing an incremental update to Springboard. Access to Springboard will be restricted for approximately 5 minutes while the update is installed.
In addition to minor bug fixes, this update will also include:
- The option to “forgive” customers – from Manifest Progress - for missed pickups before the customer is charged.
- The option for admins to receive a notification that will include a list of any customers whose pickups are blocked because of an outstanding invoice.
“Forgiving” Missed Pickup Fees
- Video demonstration: https://myhappynest.zendesk.com/hc/en-us/articles/4419862009495
- Currently, missed pickup invoices are generated when a driver closes a pickup manifest.
- If you have “Automatically Charge Missed Pickups (On close Driver Manifest)” set to “Yes” in Settings, then Springboard will generate an invoice and bill the customer for any pickup that has been flagged as “Missed.”
- If you have “Automatically Charge Missed Pickups (On close Driver Manifest)” set to “No” in Settings, Springboard will still generate the Missed Pickup invoice but will not automatically process the invoice.
- If you would like to “forgive” a customer their missed pickup fee before the invoice is generated, before the driver closes the manifest from the drivers app, go to Manifest Progress and deselect the checkbox in the new “Charge for Missed” column.
- When the driver closes the manifest at the end of the route, only customers with selected checkboxes in the “Charge for Missed” column will have missed pickup invoices generated.
Blocked by Decline Notifications
- Springboard automatically blocks customers with outstanding invoices from scheduling new pickups.
- This is true for both Weekly and By Request plans.
- If a customer’s pickup is blocked because they have a billing issue, they will show on the “Blocked by Decline” list on the Dashboard.
- Admins with appropriate permissions can override these blocks by “clearing” them from the Dashboard.
With Monday’s release…
- To better help you “gatekeep” these customers, Springboard will now send admins a list of all customers for “tomorrow’s” manifests who have been added to the “Blocked by Decline” list.
Software Update - January 10, 2022
On January 10th, 2022 we will be releasing a Springboard update. While this update does not add any features, it does contain several minor bug fixes, extends the customer search to include billing information, and most significantly, includes the first but significant step toward refreshing Springboard with a modern and more intuitive user interface. While 99% of this work is foundational, you will see minor changes to the look of some form elements. (These changes will be most notable on the production manifests).
And for HappyNest partners, a reminder that as of January 10th you will only have access to Driver App 2.0 so please plan (and train) accordingly.
Software Update - December 20, 2021
On Monday, December 20th we will be releasing an upgrade to Springboard. As usual, the update will occur at 4 a.m. EST and require approximately 15 minutes of downtime when Springboard will be unavailable.
In addition to several bug fixes, this update includes a new tool that will allow you to browse and search a customer’s text history. Phase one of this tool will allow you to search outgoing texts sent from Springboard by date for any customer who has elected to receive text notifications. The tool can be accessed from the customer details page. A future update will allow you to search incoming texts from customers.
Please note: Most issues that occur with customers not receiving notifications arrive because at some point the customer may have replied “cancel” to the automated reminder text. All phone carriers recognize this request as equivalent to “stop” or “unsubscribe.” Consequently, any customer who replies with, or texts, “cancel” to your text number may inadvertently be requesting that their carrier block all texts from your number. This problem can easily be corrected by having the customer text “start” to your text number which will remove the block. Once the customer has sent the message “start” to your text number, you can use the “Send Test Email/Text Message” tool confirm that the block has been removed and that they are once again able to receive texts.
This update also includes several “under the hood” improvements. We are in the very beginning stages of an overhaul to Springboard’s user interface. Much of the foundation work has already begun. We’re laying down the underpinnings for the overhaul, but you will see no changes to the tools while we work on this step. The one exception will be to the login screen. While it will continue to work the same, as of Monday it will be styled with a modern interface. A taste of things to come.
As we begin to rethink the Springboard layout, we know it is critical to get the input of Springboard users. If you are interested in contributing to that process and becoming an integral voice in how Springboard looks and works, please email firstname.lastname@example.org with the subject line: “Working Group”.
Software Update - November 29, 2021
With the November 29th update, Springboard now includes both the ability to split large manifests into two individual manifests and a new “Manifest Messaging” tool which allows admins to send messages to a contact list generated from an open manifest.
While admins have always had the option of sharing large manifests among multiple drivers, this method for managing large manifests creates issues with the predictive ETAs that are generated through the Driver App 2.0 and Notifications 2.0. Consequently, we would strongly encourage you to transition from “sharing” to “splitting.”
A video tutorial on splitting manifests can be found here:
The “Manifest Messaging” tool can be accessed through the “Send Message to Customers” button that will show to admins with the correct permissions on the Drivers List once a manifest has been released to the driver. The “Manifest Messaging” tool allows admins to create and send short text and email messages to a contact list generated from a manifest’s customer list.
An introductory video tutorial on “Manifest Messaging” can be found here:
Software Update - September 20, 2021
On Monday September 20, 2021 we released an upgrade to Springboard. In addition to a number of bug fixes, this release also includes:
The addition of a “declined history” to the “snapshot” on the customer profile. The “Declined” number shows the total of the number or declines that a customer has had over the lifetime of their account. The intention is to provide you with a quick way to assess the customer’s behavior. If the customer has any current declined invoices, they will show at the top of their profile.
The declined history is linked to the customer’s billing history. Clicking on the declined number will open the customer’s Billing History with the filter (new) defaulted to “All Declined Invoices”. Once the Billing History is open, you can quickly toggle between the “Show All” view and the “Filter by Declined” views.
On the Billing History page, you now may see some invoices with a status of “Paid” but “Paid” displayed in red. This indicates the while the invoice is no longer declined, at one point it had been. Again, the intention here is to provide the information you need to assess the customer’s behavior.
Most significantly, we have both added an additional note type (Production Notes) and made accessing customer notes from the Production Manifest easier. On the customer profile pages you will find a new section called “Production Notes.” “Production Notes” are not seen by the customer and are intended only for internal communication with the laundry attendants. If, for example, the customer complained about their last laundry order being returned smelling like Tide when they requested fragrance-free, the Production Notes can be updated to inform the attendants of the customer’s complaint and to encourage them to be extra careful when processing the customer’s order.
So that attendants can have easy access to all customer notes, we have added a “Notes” column to the Production Manifest. If a customer’s profile has special washing instructions, special folding instructions, or a production note – a green note icon will appear in the “Notes” column. Clicking on the note icon will pop open a floating window which will display all of the notes associated with the customer’s account.
Server Update Completed - May 24, 2021
The Springboard server upgrade/migration was completed on Monday, May 24 at 4 a.m. EST. If you have bookmarked access to Springboard, in order to take full advantage of this upgrade, we strongly suggest that you update your bookmarks.
New Url: app.getspringboard.com/sb/admin
How to manage bookmarks:
Software Update - May 24, 2021
On Monday, May 24th at 2 a.m. EST we will be performing a significant upgrade to the Springboard servers. With the migration to the new server, you can expect improved stability and a significant increase in speed across the Springboard platform. Because this upgrade requires the migration of, among other things, the core Springboard database, all sites will be put into Maintenance Mode during the transition. While meticulous planning has gone into ensuring that this process goes smoothly and quickly, it could require up to 2 hours of downtime. At the very latest, Springboard will be back up and all sites taken out of Maintenance Mode by 4 a.m. EST.
Software Update - April 26, 2021
On April 26th, 2021: Please be aware that we will be releasing an update to Springboard on Monday, April 26th at 4 a.m. Springboard will be down for approximately 15 minutes. While this update includes some bug fixes, it is primarily geared toward laying a foundation for upcoming feature releases including a completely rebuilt Drivers App as well as options for streamlining invoicing. We will be real-world testing these features in-house and will make them available for general use at the conclusion of that testing.
Software Update - December 28, 2020
On December 28th, 2020: We released an update to Springboard. The 12/28 update brings further enhancements to the pre-authorization tools. Admins now have the ability to add a “pad” to the estimated invoice amount that Springboard will use to pre-authorize the credit card through Authorize.net. This is a global setting (meaning the pad will be applied to all invoices automatically) and can be toggled on (or off), and the pad amount set, in the main settings panel. This update also adds the ability to batch process pre-authorizations. In addition, admins and super admins can now assign the ability to override (skip) the pre-authorization step on a per-admin basis. For example, while all Springboard users have the ability to pre-authorize credit cards during production, you can limit which users can use the “skip” function to override a pre-authorization either before pre-authorizing or after a failed pre-authorization.
Software Update - December 14, 2020
On December 14th, 2020: We released an update to Springboard. The primary focus of this update is enhancements to the “apply credit” functions in Springboard. So that the impact of credits on revenue can be better tracked, Springboard now allows for credits to be designated as either “marketing” or “production” credits. Marketing credits include all credits issued to customers from promo codes or referrals. A credit that has been issue to a customer to compensate them for lost or damaged items, a mistake made by the attendants, or a missed pickup or drop-off due to driver error can be tagged as a “production” credit.
When credits are “spent” during invoicing, if there are production credits on record, they will be drawn down before any marketing credits are applied to the invoice. For example, If a customer has $35 in production credits and $10 in marketing credits for a total of $45 and their invoice is for $40, the $35 in production credits will be applied to their invoice in addition to $5 in marketing credits. This would zero-out the customer’s invoice and leave $5 in the marketing credit bank.
On the credits report, remaining credits are now tagged as either marketing or production credits.
Software Update - November 30, 2020
On November 30th, 2020: At 4 a.m. EST we released an update to Springboard. This update included a complete rebuild of the Production Manifest tools and adds the ability to pre-authorize credit cards.
For video guides of how to use the new Production Manifest and Pre-authorization tools, or to watch the webinar, click on the appropriate button below.
What does this update include?
This update includes a complete rebuild of the Production Manifests and also introduces the ability to pre-authorize customers’ credit cards prior to processing their laundry.
The Production Manifest has been rebuilt from the ground up with the aim of delivering a cleaner and easier to use (but still familiar) interface with vastly improved load times. To watch an introductory video, please click here.
With this update you will also have the option to pre-authorize a customer’s credit card before your attendants begin production on their order. As operators, we’re all familiar with the “pain point” of processing a customer’s laundry only to have their card declined during billing. With the new “pre-authorization” capability, you can limit this risk by “pinging” the customer’s card to determine if they have the funds available to cover the estimated cost of their laundry order. Based on the weight entered, an estimated total is generated and sent to Authorize.net. If the customer’s bank confirms that the customer’s card has the necessary funds to cover the cost of processing their laundry, a “hold” will be put on the card for the requested amount. If the final invoice total does not exceed the pre-authorized amount, then payment is guaranteed. If the customer’s bank declines the pre-authorization, then the customer’s laundry production ticket will be locked so that your attendants will be unable to process that customer’s laundry. In the event of a declined pre-authorization, the customer will be notified and prompted to update their billing information so that their laundry can be processed. An Issue Tracker ticket will also be automatically generated for Customer Service and be placed at the top of the ticket queue. Once a customer’s billing information has been updated, another attempt can be made to pre-authorize their card.
Because we always want to be able to override a failed pre-authorization, there is the option to skip pre-authorization on a case by case basis.
If a customer’s card fails pre-authorization and you elect to return to the customer their not processed laundry, you still have ability to print labels for that order. Also, when building the return manifest, any orders that failed pre-authorization and are being returned to customers “as-is” will be flagged in red to alert the drivers.
Pre-authorization is an optional feature. To take advantage of it, any admin with permissions to access the Settings control panel can select the “Pre-authorization of Credit Cards” checkbox. Doing so will provide access to the pre-authorization functions from the Production Manifest.
To watch an introductory video, click here.