Customer Service

Site Visits/Counter Tickets Need Attention Queue

This is a walkthrough for managing the Site Visits and Counter Tickets Need Attention Queue.

WHO? Customer Success Team reviews and manages the SV and CT Needs Attention Queue

WHAT? These queues populate when a job has 100% task completion, but are in Waiting status. These will not be sent to the A/R queue to be invoiced until the issues are resolved. The Customer Success team has a goal of 0 in the queue, in which no work order is waiting for resolution to be invoiced.

WHEN? Customer Success checks these queues every day and makes a step to resolve each one before end of day.

WHERE? The SV and CT Needs Attention queues are in the Customer Success (beta) Dashboard.

WHY? Customer Success is responsible for ensuring that A/R has as much information as possible from a work order, and if it is not there, they will retrieve it before handing it to A/R. This allows for consistent communication with the customer and our team members, as well as refined quality and intentional execution with our invoicing process.

NEEDS ATTENTION TRIGGERS

The Triggers which put a Work Order in Waiting status are the reasons that a completed job enters this queue. They are clearly displayed in the Waiting Details section, which is clearly visible on the queue. (See screenshot below)

The Triggers all vary in the scope and the resolution of the issue. Below is a step by step instruction on how to deal with each Trigger.

#1: PO MISSING

This is arguably the most common Trigger, and the reason for it is that the PO is marked as required and the PO field is blank. Step 1: Is a PO actually required? The PO Required option is checked by A/R even if POs are sometimes required, so we need to determine if a PO is needed in this case. This will generally be specified in the Customer Notes, also visible in the queue. Example: Healthcare Realty requires a PO if job total exceeds $500. If total is under $500, simply write “Under $500” in the PO field)

Step 2: What does the PO need to look like? Sometimes it is a specific number or set of characters. Example: Lincoln Harris - 801325, or Atrium Health - OSR4325, etc. However, sometimes it simply requires a facility name. Example: First Service Residential - “1315 East Blvd”

Step 3: Generate Site Visit Details/Pricing Document by checking the box at the bottom of the SV/CT and typing service@locdoc.net. See screenshot below.

Step 4: Send the pricing details document to the contact listed in the email, and request a PO from them. See Add a Comm Note with type of Accounting listing this action was taken. See email template here.

FOLLOW UP: On the next follow up to this work order, if you have not heard anything, try to call the contact. Leave a message if necessary and put an “Accounting” comm note in noting action taken. If after the third call no response is received, send a note to Jessica Bennett requesting assistance with retrieving info.

#2: NTE Required/NTE Increase Required

The second and third reasons for a Site Visit that Needs Attention is for the NTE either missing (marked as NTE Required) or lower than the listed NTE (Marked as NTE Increase Required).

There are two situations in which you will see this happening.

SITUATION A: NSP - NTE Exceeded

If an NSP customer has sent us a work order and their customer record shows they require an NTE, we will need to get approval to do work for a certain amount. If the NTE field is blank, it means we did not list the NTE or we did not ensure that the NSP gave us an NTE for our first trip. In either case, since the work is complete, we need to get the pricing info to the customer and get approval from them to set the NTE to the required amount. We do this by sending the pricing details document to the contact listed in the email, and request the increase. (see above for instructions on this.) SOME NSPs will require we submit a quote at this point through their app or through email, and SOME NSPs will try to reject or request a reduction of the cost because of our failure to follow process. Please consult with accounting and your supervisor to determine the best step in these circumstances.

SITUATION B: QUOTED JOB EXCEEDED

If a Quote is approved, the NTE amount is automatically updated to reflect the quoted amount. If any parts or services are added or changed so that the new job total exceeds the original quoted amount, then this will lead to the NTE Increase Required trigger.

Step 1: Is this a mistake or legitimate increase? Oftentimes a part will be added without realizing it was already quoted, or a part will be replaced without removing the original, leading to an increase in the total. Follow up with the tech or project manager who worked on the job to determine if this was the case. If it was a mistake, coordinate with the project manager/purchasing dept. (depending on the line item in question) to get it resolved. Make sure to include Comm Notes explaining the actions taken or needed to be taken.

Step 2: Was the change communicated with the customer? If the increase was indeed legitimate, the next question to ask the tech or project manager was if the customer was made aware of the increased price. If they were made aware, there should be a comm note from the tech or project manager, but if not we need to add one in, and update the NTE to match the total. If they were not made aware, we need to consult with the project manager or supervisor to determine if we need to absorb the cost for our failure to communicate or if we need to communicate the increase to the customer. Once all parties are aware and communication is completed, then we can update the NTE which will move the work order out of the queue. Make sure to add comm notes at every action taken.

#3: Waiting on Parts

If the Details of the work order in question says “Waiting on Parts” then there are two potential situations causing this trigger. We need to send a comm note to the technician assigned as well as the purchasing manager to ask if this was a “Tech Error” or a “Purchasing Error”.

SITUATION A: Tech Error

If a part has been requested by the tech and then the tech closes out the tasks, then the job will be marked as completed while waiting on parts. If this was the case then we can simply change the appropriate task(s) back to In Progress.

SITUATION B: Purchasing Error

If a job has been completed but for some reason the part has not been marked as arrived, then the Waiting on Parts will still appear. If this is the case, the purchasing manager will fix the issue.

#2: No Tech Assigned & No Date Selected

This is the easiest issue to resolve, and generally happens when we are ordering and shipping parts for a site visit but aren’t doing any work, because no Date is scheduled for service and no tech is assigned. No matter what the reason, all we need to do is open the History and determine the date the job was completed, and the technician who completed the work. (If purchasing handled the work then mark the purchasing manager as the technician). See screenshot below.