Customer Service

1. How to Submit a Quote

   1. Communication with Customer

   2. Communication with Team

   3. Trackvia Process

2. When to Submit a Quote

3. How to Approve a Quote

   1. Collect Customer

   2. Billable Customer

1. When to Submit a Quote

A Quote should be submitted when a customer requires a written cost from us before they can approve ordering of parts or doing any labor on site. Some examples to help make this distinction:

• If a customer wants us to do the work, but needs a price first, put in a SITE VISIT. A technician can go onsite and provide the quote and then do the work if approved in one trip. (An account manager would not be able to do the work onsite)

• If a customer has to submit the price for approval to their manager or accounts payable team, then put in a QUOTE. The technician will be unable to do any work onsite.

• If a customer needs a price on installing a part, put in a QUOTE. The account manager/purchasing can add the part but not order it until the quote is approved. A Site Visit will send the part to purchase to order the part before it is approved.

• If a customer needs standard or basic pricing for labor, provide this to the customer over the phone or email.

BOTTOM LINE: Every situation will be different, sometimes outside of the process. Make the decision that will solve the customer’s problem and meet their needs. If we can get the work done on first visit once approved, SITE VISIT. If we will have to order a part or return once the quote is approved, QUOTE.

1. Communication Strategy

   1. Communication with Customer

• When the customer asks for a price, ask the customer these types of questions to get clarification:

  • Do you need a written quote or a verbal rough estimate?

  • Would you want our technician to complete the work onsite if you are ok with the pricing?

1. Communication with Team

   1. If the tech needs to assess for the quote onsite, let them know that the customer needs pricing before proceeding with the work, but that if approved we can do the work onsite.

   2. If you are confused or having trouble deciding if we need to submit as a quote request or site visit, please reach out to an account manager or project manager for assistance.

2. Trackvia Process

   1. When completing the first section of the CSR Flow, select “Quote” as an an option.

   2. Follow the Prompts. The key pieces of information we need are:

      1. Contact Name, Number and Email

      2. Address

      3. Work Needed to Be Done

3. How To Approve a Quote

   1. Collect Customer

      1. If the customer is collect and approving a quote, we need to transfer them to the accounting department. Make sure they have the quote number to provide to the A/R team.

   2. Billable Customer

      1. If the customer is billable and they have sent you a document of approval (either a PO, WO, or a signed quote) then you can proceed with approving the work order.

      2. Simply check the Approved checkbox, and a checkbox should appear at the top of the Quote that says “One Click Convert.” Select the checkbox and save.

      3. Open up the site visit and make sure any information that is missing is added in. Send a comm note to the account management team so they are aware.

   3. When in doubt transfer to Account Management! If you are unsure or the customer does not have the documents needed, transfer to the sales team for assistance.

4. Customer Success Sending Quotes

   1. In some cases, Customer Success will send a quote. This includes NSP jobs and basic quotes for standard pricing in which the customer insists on a written quote. In this case we will need to add tasks and the appropriate line items. Consult with Sales for assistance with adding these in. Then we will need to hit the “Ready” Button and click save. The document will be in the Documents section of the Quote, which we can email to the customer. For quote approvals follow the same process in step 4.