Systems
This system shows store inventory, vendor info, order info and more.
What is Genesis?
It is the meat of the call and focuses on listening, courtesies, and providing accurate info/solutions.
What is the "M" in SMART?
These undisclosed condition requires the customer to contract a licensed/certified contractor resolve the issue before install can continue.
What is Mold, mildew, or asbestos?
This type of install has a 2 year labor warranty.
What is roofing?
We would not contact a municipality directly in this case.
What is when doing a Review Permit?
This is names after a popular piece of Lowe's apparel.
What is MyRedVest?
Documentation and reviewing that the customer's needs were met lives here.
What is the "R"?
This link provided detailed information about what' included in basic labor, additional labor options, and service not offered by Lowe's on various labor categories.
What is the SOW?
These are required in order to create a manufacturer warranty claim.
What are pictures?
This is created to correct issues after the install is marked as completed.
What is a work order?
Here we can request time off & see daily scheduling.
What is Verint(I360)?
Take the appropriate course of action, use good judgment, follow the right process, use the correct resources, and do due diligence on behalf of the caller consistently.
What is "Resolved"(M)?
What is "Product Issues"?
These situations should involve blind transferring to the OEM.
What is within labor warranty and not installation related?
This activity is automatically generated when a job is in RTS status for more than 7 days and not scheduled.
What is Overdue Ready to Schedule?
This is the smartest system of all.
What is Knowledge?
"This call may be recorded for quality and training purposes."
What is "Welcomes Customer"(S)?
We would contact the store to get help with this when a permit is sold but not needed
What is a Request refund of Permit?
Advise issue is outside of labor warranty, and then blind transfer to Lowe's Service Advantage/New Service queue.
What is customer purchased Lowe's Protection Plan and labor warranty is expired.
We use these to manage multiple jobs seamlessly, consolidate installer and reduce duplicate contacts made to the customer.
What is a project?
What is "Thanks the customer"(T)?
We would get help from the store to do this if a permit was missing.
What is add additional labor PO?
Advise issue is not related to installation or warranty of product and to contact their homeowners insurance company. If insistent, partner with your Assistant Manager - CC Operations (AM) to determine next steps.
What is Site issues or act of nature?
This activity is used to document permit results and determine next steps needed.
What is a Review Inspection Results?