Call 1
The purpose of a Call 1
To introduce IST, thank our cx for their install purchase and provide expectations.
The purpose of a Call 2.
To contact customer via phone or email to confirm delivery has been completed or provide update regarding delivery.
The purpose of a Call 3 on a job.
Confirm install completion and schedule pickup of excess materials.
For product categories other than kitchen cabinets, this is the way that we contact a customer for a Call 1 when both email address and phone number are available.
When is the Call 2 activity generated in IMS?
After all products are available and after the PRO schedules the install.
The screen in Genesis that is used to schedule Lowe’s pickup of excess materials.
1.5.6
This is one of the reasons we would complete out a Call 1 without contacting the customer.
Answers may vary but can include: What is Status is in Scheduled, Work Complete, or Closed, Job includes variations of “add-on Purchase Order (PO)” or “Change Order,” Job information section installer field is Blanket Vendor or Handy Technologies listed, Customer section Primary Phone, Alternate Phone and Email are blank, In Permit Job Type field, and “Standalone” is listed for permits sold separate from job.
Who is responsible for ensuring LD materials are scheduled for delivery before the install begins?
IST
This product type has a 2-year labor warranty.
Roofing
The phone number for IST that we provide to the customer.
888-516-1010
We use this screen in Genesis to schedule a Lowe’s delivery.
1.6 or 1.12.12
During a Call 3, if the customer states that the job is incomplete or there are issues with the workmanship, what is our next step?
Create a Work Order.
PSPs need to remember to add this as an attachment before sending a Call 1 email.
Customer Expectation Sheet
What priority level are Call 2 activities in your daily workflow?
1st priority
The activity action that will always be selected when completing a Call 3 activity.
Spoke with Customer