VISION ERP – Training Guide

431-A-Leak report                                                                                                                                                               Jan 10, 2018

 

Leak reports are entered as Cases. 

Please refer to “How to Create a Case”

MAIN POINT – It must be created at the time of the customer call, not later

Primary Information

  1. Enter Customer Name 
  2. Once in the customer file choose from the dropdown options  press “Case”.
  3. Make sure to be on Custom Form “DW Case Form”
  4. Enter all fields:  Subject - Title of problem; Case Issue – Leak Reported; Reported by – how did we got to know about the leak; Assigned to – Who in the office is going to handle and follow up with this case: Status – if needs to be passed to someone else then it is “Not Started” but if the CSR that took this information is going to schedule a tech, etc. than it is “In Progress”.

 

Note: CSR that deals with Leaks are often the Service Coordinator.

Incident Information

  1. “Incident Date” and “Incident Time”– the system will default to the day and time which is being reported but if we it is a different date, it needs to be changed.
  2. “Insurance Reportable” – You may not know this information at the time the case is created but after tech or Mgr. visits the site, this needs to be filled.  Note: If the answer is “Yes” than the case needs to be escalated to the Branch Mgr.
  3. “Product Line” - Kind of equipment that has the problem.   This will predicate the information on the next field, “Area of Leak”
  4. Check/Fill all the boxes that we can and if a service call is being scheduled check that box too.

Communication

  1. “Message” – This is the field where we write was the person reporting the leak as told us.
  2. “Reply” – What we communicated with the person reporting the leak.  [There is also a box “Send to Customer” which is to be used to email the customer our notes on this “Case”, specially if there is a scheduled service call.] (Not until goes live).  If it needs to be copied to any other employee than use “Copy Employees”.   There is a dropdown so that the right employee will be automatically notified.  The system will create an automatic email the chosen employee(s)

 

  1. “Attach File” – At the time the Tech or Mgr. is in the house, pictures need to be taken and attached to the file.  It may be that we get pictures or other pertaining information at the time of the report.  Those will need to be attached to the case too.

Escalation

  1. “Escalation Message” – This is message to the escalatee.   It is usually used if the leak can be claimed to the insurance company or if customer requests to talk to someone else.
  2. “Escalatee” – To whom the case is being escalated to. Name can be chosen from the dropdown list.

During the time we are working with this case we may have to change or fill a few things in the case such as “Priority”, “Insurance Reportable”, “Assigned to” and “Status”.

 

Important: Make sure to change the “Status” to “Closed” once everything has been taken care.   Cases that are Insurance Reportable may take some time to be closed and should be kept open until final resolution from Insurance company or disbursement of funds by the same has been received.  Only then can he “Case” be “Closed”.

 

Any emails regarding the case, should be sent from the communication tab in the case so that the system can track all correspondence with the customer.  DO NOT USE OUTLOOK or GOOGLE.