For Managers

Manager is the operations tier. You run the day-to-day: move leads through the pipeline, clear the approval queue, watch margin, keep money moving. Shop configuration belongs to an Admin; every other surface is yours.

Morgan's Monday

8:30 am: confirm the lay of the land

Dashboard first. You're confirming the shape of the week, not diving into data yet. KPI tiles read at a glance; any surprise (revenue down, pipeline up, CSAT moved) gets flagged for your weekly review. Open Dispatch on a second tab: is every job today assigned? Anyone double-booked? The board shows both at a glance.

9:00 am: clear the approval queue (Expenses)

Sidebar -> Money -> Expenses, filter to Pending. Weekend receipts need a decision today, not Friday.

1. Tap a row: receipt, category, amount, job link.
2. Approve or Reject. On a reject, leave a one-line reason; the tech sees it and learns the policy.
3. Approved expenses flow to reimbursement. The cash leaves your bank; Manuall holds the data, your payroll runs the transfer.

9:45 am: work the lead pipeline

Sidebar -> Sales -> Leads. Look for leaks.

• Anything older than 24 hours still at New: nobody worked it. Reassign or push back to the source.
• Anything at Proposal for more than 5 days with no movement: resend the estimate, log a call, or close it lost with a reason.
• Anything Won that hasn't become a job: convert it from the lead detail.

10:30 am: invoice run

Sidebar -> Money -> Invoices. Two filters do most of the work:

• Draft: jobs that completed over the weekend auto-generated invoices. Review the lines, add a note, Send.
• Overdue: escalate the older ones first. Manuall already emails past-due reminders automatically (the dunning system).

11:15 am: operational pulse

Analytics -> Operational Efficiency. The KPIs that matter this week:

• On-time arrival rate: below 85% suggests a routing or scheduling problem.
• Repeat-visit rate: high means work is coming back. Investigate.
• Jobs per day per tech: outliers cut both ways (too low, a slow tech or hard route; too high, time isn't getting logged).

Once a week: the deep look

What a Manager owns that a Dispatcher doesn't

• Money: Invoices, Recurring Invoices, Credit Memos, Change Orders, payments.
• Insights: Analytics and Customer Feedback (Professional tier), Audit Log (Business tier).
• Inventory & Pricing: Parts, Locations, Purchase Orders, Expenses, Price Book, Seasonal Pricing.
• Payroll Export: a date-range CSV for the bookkeeper.
• Warranties & Subcontractors: callback cost and insurance tracking across jobs.
• Service Contracts: renewal tracking, contract attach rate.
• Compliance: certification, license, and insurance expiry.

The lanes you can't cross

Pricing is your job

The Price Book is where margin is won or lost.

• Review the Margin % column. Services below your target need a price bump or a cost cut.
• Run the Bulk Markup tool quarterly. Costs drift; your prices should too.
• Set Seasonal Pricing for peak and off-peak windows.
• Use the three tiers on purpose: Member to reward retention, Commercial to match what commercial accounts actually pay.

Recurring revenue is your moat

Maintenance agreements separate scaling trades from the rest. Manuall handles the three layers:

• Recurring Jobs: the visits.
• Recurring Invoices: the billing.
• Service Contracts: the agreement over both, with renewal tracking.

Watch Contract Attach Rate on Customer Relationship as a primary KPI.

What to read next

• Analytics (KPIs)
• Scheduling & Dispatch
• Lead to Cash
• Price Book