Call 1
The purpose of a Call 1
To introduce IST and provide expectations.
The purpose of a Call 2
To ensure Lowe’s delivery is scheduled prior to installation.
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: Status is in Scheduled, Work Complete, or Closed; there is no contact information for the customer; job is an add-on PO/Change Order; Standalone Permit; Blanket Vendor or Handy is assigned as the PRO.
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 system to schedule a Lowe’s delivery.
MyRedvest
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.
SPCs 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