DOLI
This is tab you click from the menu bar to input additional instructions for the servicer.
What is Scope of Work?
When a customer calls in because the servicer did not arrive for the scheduled appointment yesterday, we will create this type of escalation.
What is missed appointment?
Who is Nebraska Furniture Mart?
AI is a common abbreviation we use at CRST for this type of service.
What is appliance installation?
The four-letter acronym "CART" stands for this.
What is Clarify, Ask, Refresh and Thank?
This is where you would click on the menu bar to reschedule an appointment.
This escalation is used if the customer calls to inform us the servicer finished the job but left all the boxes and packing materials from the new appliances.
What is a services not complete or below standard escalation?
This is the branding we use when answering a Best Buy call.
What is, "Thank you for calling CRST Home Solutions, an authorized Geek Squad service provider"?
This tool is where you can go to find help with any call type. You can browse by the client, call type, or use the search bar.
What is Workflow?
This is the dollar amount a servicer may request if they are unable to perform the job, due to no fault of their own.
What is $20?
This tab you can click on to view the three-hour window once it is set by the servicer.
What is Get Dates?
We will use this type of escalation if the customer calls in and complains that the servicer was using inappropriate language.
What is an unprofessional behavior/dress code/vehicle escalation?
This is our back-office team who handles our newest clients.
Who are the new client incubation team?
The CRST Home Solutions department that is responsible for a majority of order scheduling needs.
Who is Resolution Care?
What is Awaiting Customer Action - Site Not Ready?
This is where you click on the menu bar if you want to send an e-mail through DOLI.
What is Communication?
This is the escalation type used when the customer specifically requests compensation.
What is a management support escalation?
Resolution Care will create and schedule orders for this client, including taking payment from the customer through Pineapple Payments.
Who is Sunsetter Awnings?
The abbreviation OTR stands for this.
What is Over the Range, a microwave?
A customer called in today at noon to advise their newly installed dishwasher is leaking all over their kitchen floor. This date is when you will schedule their troubleshoot visit.
What is today's date?
This is button in the menu bar you will click if you need to change the status on the order.
What is Edit Order?
This is what we will select in the "ownership" field when doing a field management support escalation.
What is Installs Support?
This client does not include haul-away with their installations, it will need to be added as an additional SKU.
At CRST we use the abbreviation "HT" to describe this type of service.
What is Home Theatre?
If the customer requests a sooner date, we will create an escalation if the current appointment is this many days out from today's date.
What is ten days?