Sales
POS system for ship-to-home mobile device and accessory orders (including BYOD); Customer relationship management tool to view and create mobile account notes
Zendesk Agent Dashboard
Internal hotline for when Spectrum Store Employees have issues with activating a customer’s mobile device or porting a number from another carrier, once a mobile order has been completed; Support with activation errors, porting errors, porting delays, etc.; 833-631-1950 Option 2
MAC
Cloud based application, accessed on a tablet in store, which shows store specific merchandising placement
MCC
Ticketing system for issues on mobile inventory shipments, ASNs, lost/stolen devices, etc.
SCSD
BHN system used to deposit checks collected by customers as payment towards their Spectrum account directly to Bank of America
CashPro
Portal tool which includes the launching pad for starting an in-store device purchase or BYOD order
Gateway
Tool devised to improve the customer experience by using a web based reservation and check-in system for a Spectrum store visit
Resource to compare offers and rate plans with our top Mobile competitors including detailed comparison of major hidden fees, video resolution, device protection plans, and mobile hotspots
MobilePedia
Ticket system used to make/escalate certain request types; replaces IssueTrak/eVolve (L-TWC), KMS forms/TMS (L-Charter), and Uniform (L-BHN)
UCM
Credit Card processing system for accessory sales in mobile stores
Chase OPT
Mobile retail buyflow system for in-store inventory sales (devices) and BYOD activations
Retail UI
Tool used to create tickets for designated Must Do and Go Back requests
ETD Portal
Unified knowledge management system designed to standardize and streamline Spectrum content and replace former portals of Compass, OKM, and KMS
CoPilot
Intake request application for user access requests
BSAM
Searchable Employee, Sales, and Technician ID Platform
UXID
Legacy company billing systems in which core product sales are entered
CSG, ICOMS, CRM
Provides a customer a way to put money toward new device; great when the customer’s BYOD device is not compatible
Assurant Device Trade-In Portal
Resource to compare pricing, packaging, and service comparisons between the offerings of Spectrum and competitors including channel lineups
Competitive Edge
The portal used as an internal ticketing system to assist employees with all IT-related requests/issues. Employees can request onboarding, application access, new hardware/software, submit IT escalations for issues, and more
ServiceNow
This workbook is designed as a validation of adherence to the Spectrum Store Cash Handling Policy and Procedures, and to ensure safeguards are in place to protect Spectrum’s cash assets from loss or theft, protect customer privacy and document retention requirements are met
Spectrum Stores Audit Workbook
Standardized form used to observe and reinforce the four themes of the expected customer experience
SSCE Observation Form
Internal hotline for Spectrum Store Employees for resolution of customer related issues that store employees don’t have the tools or account visibility to resolve including returns, exchanges, account questions, billing issues, etc.; 833-631-1950 Option 1
MCS
Knowledge resource, similar to CoPilot, for all Mobile related products, services, policies and procedures
ZenDesk Articles
In action 24/7, 365 days a year with a primary mission to protect every employees while at work, protect customers on our properties and securing our physical assets
PSOC
Scheduling tool for building and evaluating schedules for employees; allows non-exempt employees to view their schedules directly in their timecard
KRONOS Workforce Scheduler