Managing Customer Communications and Email Templates

Learn how to manage client communications using Microsoft Outlook email templates for after-hours requests, chute cleaning notices, quotes, and more.

June 29, 2026 By Reem Saba

This guide explains how to use pre-configured email templates to standardize customer communications for various service scenarios. By following these steps, you can quickly and accurately send appropriate responses for after-hours requests, account holds, schedule notices, and maintenance quotes.

This guide is intended for customer service representatives, dispatchers, and scheduling teams managing client requests via Microsoft Outlook and Simpro. It should be referenced during daily operations when responding to incoming client inquiries or notifying customers about scheduled service events.

Accessing and Sending Standard Templates

Step #1: Open the customer's email inquiry in Microsoft Outlook. — Open the customer's email inquiry in Microsoft Outlook.

Step #2: Click Reply to begin drafting your response. — Click **Reply** to begin drafting your response.

Step #3: Select the appropriate email template from your saved responses based on the client's request. — Select the appropriate email template from your saved responses based on the client's request.

Step #4: Review the populated message (such as the after-hours notification) and click Send. — Review the populated message (such as the after-hours notification) and click **Send**.

Generating a Chute Cleaning Notice PDF

When scheduling a chute cleaning, you must generate a customized PDF notice to attach to the customer email.

Step #5: Open the Simpro scheduling interface and verify the exact date of the scheduled chute cleaning job. — Open the Simpro scheduling interface and verify the exact date of the scheduled chute cleaning job.

Step #6: Double-click the Chute Cleaning Notice Word document on your desktop to open it. — Double-click the **Chute Cleaning Notice** Word document on your desktop to open it.

Step #7: Update the date in the document text to match the scheduled booking in Simpro. — Update the date in the document text to match the scheduled booking in Simpro.

Step #8: Click File in the top navigation ribbon. — Click **File** in the top navigation ribbon.

Step #9: Click Save As in the left-hand menu pane. — Click **Save As** in the left-hand menu pane.

Step #10: Click the file format dropdown menu, which typically defaults to "Word Document". — Click the file format dropdown menu, which typically defaults to "Word Document".

Step #11: Select PDF (*.pdf) from the list of available formats. — Select **PDF (*.pdf)** from the list of available formats.

Step #12: Click Save to create the PDF file. — Click **Save** to create the PDF file.

Step #13: Return to your Outlook draft, attach the new PDF to the chute cleaning template, and click Send. — Return to your Outlook draft, attach the new PDF to the chute cleaning template, and click **Send**.

Communication Template Reference

Use the following table to determine which standard response applies to the customer's situation and what additional actions are required.

Template Name	When to Use	Additional Actions
After-hours	Requests received at 4:00 PM or later.	Update the hour mentioned in the text and attach the current fees and rates PDF.
Account on hold	Client requests a job but has overdue invoices.	Double-check with a manager before booking. Attach the outstanding invoices to the email.
Attendance	Client specifically requests photos and reports post-blockage.	Retrieve the requested reports from the inbox and attach them.
Australian public holiday	Client submits a request during an Australian public holiday.	None.
Chute cleaning quote	Client requests pricing for cleaning, PM, or inspections.	CC the appropriate sales rep (e.g., Chloe) so they can follow up with the completed quote.
Insurances	Client requests public liability or professional workers documentation.	Attach the relevant insurance certificates.
Onboarding	Setting up a new client who cannot be found in Simpro.	Use broad search terms in Simpro to ensure they aren't already in the system.
Order control / Twine order	Organizing parts (like twine) for a customer.	Coordinate with the relevant contact (e.g., Craig Little) to organize the dispatch.
Overdue maintenance	Reminding a client of an overdue inspection or PM.	None.
EF foot rental	Scheduling an Elephant's Foot rental.	Ensure the job is booked in the maintenance planner; no prior client permission is needed.
Remittance	A payment remittance is received.	Forward the email to accounts services (e.g., Nava).
Service booked	Confirming reactive jobs like chute breakdowns or blockages.	None.

When searching for clients during Onboarding in Simpro, the system is highly sensitive to exact spelling and spacing. Narrow your search query down to a single unique word to prevent creating duplicate records.

Q: What should I do if a customer with an account on hold requests a job?

A: You cannot book jobs for accounts with overdue invoices without permission. Double-check with your manager before overriding the hold, and use the "Account on hold" template to notify the client while attaching their outstanding invoices.

Q: Why can't I find an existing client in Simpro during onboarding?

A: The Simpro search function is extremely specific and will fail if even a single space is misplaced. Try narrowing your search query down to one unique word to ensure you do not miss their existing record.

Q: Do I need to request permission before booking an Elephant's Foot (EF) rental?

A: No, permission is not required for EF rentals. You can schedule it directly in the maintenance planner and notify the client using the rental template.

Term	Definition
Simpro	A scheduling and job management software platform used to track resources, view client data, and book service tasks.
EF Rental	Elephant's Foot rental, referring to specialized waste compaction or management equipment provided to clients.
Preventative Maintenance (PM)	Regularly scheduled service and inspection of equipment to ensure proper function and avoid breakdowns.
Remittance	A notification of payment received from a client, which is typically forwarded to the accounts services team.
Twine	A consumable material utilized in waste compaction units that must be ordered and scheduled for customer delivery.