Customer Interactions

As you know our priorities with Customer Service at Loc Doc Security are Quick Response, Helpful and Kind Communication, and Solving Problems. And if you have dealt with NSPs before, you probably know that this is much more difficult to do on these kinds of jobs. We want to change that, and ensure that our technicians can confidently handle NSP work and improve the customer experience. For this reason we are making some changes to the current process for all our NSP customers, including JLL-Duke Energy. We will define here what an NSP customer is, and set expectations as to what they generally require, and then outline the process to follow from beginning to end. Firstly, what is an NSP? How can you tell if it is an NSP? NSP simply stands for National Service Provider. This means that an NSP finds contractors to do service for their customers, which are generally chain stores and restaurants. For Loc Doc Security, an NSP is simply a customer that requires additional steps to be taken to complete work onsite. For this reason we mark all NSP customers as (Signature Required) and also checkboxes for their further requirements. Secondly, what do they require?  

NSPs can have varying requirements, such as an IVR that must be called, or an NTE that cannot be exceeded, or before and after pictures. These are all signs of an NSP, and in almost every case, they have a sign off sheet that must be completed. All these signs will tell you that you are doing work for an NSP. We charge an additional fee in order to cover this extra time, so it is important to stop and review the work order to ensure you understand all the requirements. Each NSP will have a document that includes the specific requirements of that company. If you have have questions or are missing documents, please call Customer Success. Thirdly, what is the process for doing work with an NSP? The process we have developed will eliminate most of the confusion caused by back-and-forth and miscommunications. We are attempting to have as few hands in the pot at one time as possible and set up a linear process for completing the work. There are two scenarios for any NSP: Return Trip Not Needed or Return Trip Needed. If a Return Trip is Not Needed, then no parts have to be ordered and the work can be done onsite. However, we still must follow the proper protocols set forth by the customer. In this case we still need to assess the work to be done and then provide an estimate verbally to the customer on the phone. If they approve, notate this in the work order, complete the work, and follow all the proper steps for documentation before you leave. So, to reiterate the steps: 1) Review work order requirements 2) Arrive onsite; follow required check-in procedures (IVR, before photos, etc.) 3) Assess and provide verbal estimate for repair 4) If approved, enter communication note with the approval of NTE 5) Add all parts and services to the work order. 6) Complete the work. 7) Follow required check-out procedures (IVR, after photos, sign off sheet, etc) If a Return Trip is Needed, it is generally because a part needs to be ordered. In this case the Customer Success team will generate a quote request and send it to the customer. Therefore the tech will need to do all the proper steps of assessment, and then send a comm note to Customer Success including all parts needed and labor (including labor and trip charge that is incurred). Then Customer Success will manage the quote as it is sent and approved, and purchasing will be communicated with as far as parts needed. Once quote is approved there will be a new SV with the total amount approved and the tech will be scheduled to go onsite and complete the work. The steps in order are as follows: A) First Trip 1) Review work order requirements 2) Arrive onsite; follow required check-in procedures (IVR, before photos, etc.) 3) Assess and send a comm note to Customer Success with type Quote Assessment including parts and services (including incurred charges) 4) Follow proper check out procedures B) Quote Sent 1) Customer Success adds all parts and services to a quote, sends comm note to purchasing if needed. 2) Quote is generated and sent. 3a) If quote is declined, SV will be converted with incurred costs only. 3b) If quote is approved but NSP is sending parts, SV will be converted with labor only and comm note sent to purchasing. 3c) If quote is fully approved, SV will be converted and parts request will automatically be sent to purchasing. C) Second Trip 1) Once parts arrive and job is scheduled, tech will again review work order requirements 2) Arrive onsite, follow check-in procedures 3) Complete work 4) Follow proper check-out procedures (sign off, after pictures, etc.) CORRIGO NOTE: JLL-Duke Energy is a special customer that is almost identical to NSP jobs in the process that must be followed. Everything must be done through the Corrigo app, such as the tech checking in and out, Customer Success sending a quote, etc. ONE KEY DIFFERENCE from the NSP process stated above is that we must change the markup for all parts to 50%, and hourly rate must be $95. For this reason you must contact Customer Success before giving a verbal quote so we can ensure the pricing is adjusted. Otherwise the process is ultimately the same. This is a constantly improving process so your feedback is greatly appreciated. If you have any questions or concerns please post them in this thread so that we can clarify or adjust our process to fit any issues or needs. Most importantly, if you have any questions about the NSP process, please contact Customer Success.