DOLI
This is the button on the navigation bar where you will find the work the servicer needs to perform on the job site.
What is Scope of Work?
This is what Lowe's calls our Client Order ID.
What is PO number?
This is the greeting you will use for Best Buy calls.
What is "Thank you for calling CRST Home Solutions, an authorized Geek Squad Service provider"?
NFM services this.
This type of escalation will be used if the servicer arrives after the 3 hour arrival window.
What is missed appointment?
This is the phone number we leave for customers if we are asking them to return our call.
What is the Customer Contact Number.
This is the SKU we use if the customer requests their old appliance be hauled away.
What is haul-away add on SKU?
This is how Best Buy refers to our Client Order ID number.
What is FMS number?
This is the greeting for American Freight.
What is "Thank you for calling American Freight?"
If the troubleshoot happened in the last two weeks, you will open this type of escalation.
What is services not complete or below standard?
This is the button you use to make changes to SKUS on Best Buy orders.
What is the Make it Right button?
This is what Lowe's calls a troubleshoot order.
What is a revisit?
This is the number displayed in DOLI as the account number.
This is where you should document any instructions for the servicer.
What is additional instructions? (SOW)
Used when a servicer cannot roll on a job but the customer does not want to reschedule.
What is Field Management Support Escalation?
On the navigation bar this button is where you can see the three hour window the day of the appointment.
What is Get Dates?
These are the two systems you must notate on ALL Lowes orders.
What are DOLI and IMS?
For Best Buy damage claims we should refer new claims to this Insurance Company or Best Buy.
What is Sedgwick?
You verify this if client or servicer calls in and gives you the customer's phone number.
What is the customer's name?
This is used when the servicer or customer calls to report the dissatisfaction with the store/client.
Customer Unhappy with Store Experience
This button on the navigation is what you click if you want to view what Lowe's calls a "detail".
What is Form Upload?
This money is for CRST from Lowes anytime we cannot complete the job for any reason other than the servicer causing reschedule.
What is $50 trip charge?
If customer refuses service from us because they are requesting someone from Geek Squad only, we would use this escalation.
What is "Cancelled - Customer refused third party"
If the “Escalation For” field of an escalation is set to “Installer” then you will you select this for the “Ownership” Field.
What is Client Services?
If the customer is requesting compensation you will open this type of escalation.
What is Management Support Escalation?