ACP - Warranty and Callback process

ACP - Warranty and Callback process


We've created a process to make handling callback and warranty jobs smoother. Here's how it works:
Callback/Warranty calls are booked for same-day arrival window.
Branch team receives alert about booked job and contacts customer to understand the issue and schedule the job.

Branch Level Setup:
  1. Add a 2-hour arrival window outside normal schedule.
  2. Manually add 8 hours of capacity to this window.
  3. Set Ideal Booking Percentages to only allow Callback/Warranty jobs to be booked in this window.
  4. Create an alert for identified branch parties when Callback/Warranty job is booked.
  5. Customer Call Handling:
Contact Center Booking:
  1. CXR gathers necessary information about the call.
  2. Use "See Availability" to book job only in special arrival window.
  3. Remove "Send Booking Confirmation" checkbox before booking.
  4. Inform customer that branch will contact them to schedule technician visit, without promising same-day or specific time.
Branch Team Follow-up:
  1. Alert automatically sent to branch team when job is booked.
  2. Branch team contacts customer promptly to schedule the call.



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