VISION ERP – Callbacks

Basics of a Callback

Definition of a callback:  Additional work performed on a piece of equipment within the 30/60/90 days of the originating ticket

What Triggers a callback classification?  When a request is created the VSM workflow will look for another request for the same asset (VSM Item) within the last 30/60/90 days.   The callback not trigger against the following request types:

• Delivery
• Removal

What behavior takes place when the workflow determines a callback is identified?  VSM populates the callback checkbox and the workflow asks the CSR to select the preliminary reason for the callback.

What are the callback reason codes?

• Issue not resolved
• Water still not soft
• Leak
• Product not on truck
• Didn’t turn water back on
• Didn’t clean up before leaving
• Left something behind
• Need to special order part
• Not qualified to perform task
• Awaiting PO for repair

Is classifying a callback different than reporting callback statistics?  We can call all such elements a callback but how we choose to report callback by how many days or for whom the callback is tagged to might be different.  Ultimately it is important to determine why we are “called back” to a customer, regardless of time.  It might be nice for a CSR to be able to manually classify a longer term request as a callback if it clearly fits our reason codes.

When creating a request and a call back pops up, just choose a reason so that the system allow you to go on setting the request up.