Add Additional or Optional Coverage

Add Additional or Optional Coverage

Find and Verify Customers/Contracts/Coverage

There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage.

Open Contract in TIMX SCM

  1. Open TIMX SCM, click Enrollment > HS Search Panel.
  2. Search for the contract using either the Contract ID number, the Customer's First and Last Name or the Property Address.
  3. Enter the search criteria, click Search in the menu. This populates the results table.
  4. Double-click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.
  1. If you search by Contract ID number remember to leave off the Contract Version number (the .x at the end of the Contract number).
  2. You can also click the Search icon in the toolbar or select the All radio button next to Hs Status line below the search criteria fields. Any of these will also populate the results table.

Adding Additional or Optional Warranty Coverage in TIMX SCM

  1. Click Options to launch the Options pop-up.
  2.  Select one of the following tabs:
    1. Additional - Used to add additional items already on the contract, such as a second refrigerator.
    2. Options - Used to add items not currently under contract, but which can be added, such as a pool or a hot tub.
    3. Group Options - Used to add combined items not currently under contract, such as a well pump and a booster pump, or a shared heater between a pool and a spa.
  3. Click in the field corresponding to the additional category to which you want to add an item and enter the amount of additional items. The column will vary based on the tab selected:
    1. Additional - Add Column
    2. Options - Qty Opt Column
    3. Group Options - Qty Cmb Column
  4. Click the Item column in the Summary section. This auto-populates the additional item and updates the amount owed.
  5. Check the amounts listed in the Changes column in the bottom right of the Options screen. This indicates the amount to be collected. Click Save and OK to launch the Payment Entry screen.
  6. Follow the One-Time Payment process to collect the payment. Once the payment is processed the system returns you to the Enrollment Form screen in TIMX SCM.

Enter Comments in the Communication History Log in TIMX SCM

  1. Click the Menu Options > Comm Hist Log to launch the Communication History Log screen.
  2. Click the Add icon in the toolbar to add a new row to each column in the log.
  3. Click in the new row of each drop-down field and select the following:
    1. Communication Source - Customer
    2. Communication Object - Customer
    3. Correspondence Type - Leave blank
    4. Communication Type - Retention Customer Service
    5. Communication Method - Phone
  4. Selecting "Retention Customer Service" as the Communication Type displays options below the Comments field. 
    1. Select Phone as Communication Method first.
    2. Click the Disposition Code down arrow and select Billing/Account Update. 
    3. Leave the In/Out Bound Flag and Renewed Flag check boxes as-is.
  5.  Enter the following in the Comments field:
    1. Caller: Customer's full first and last name
    2. Reason for call: Adding additional or optional items to contract
    3. Reason Details: Add additional items to contract
    4. Action Taken: Added items which were added onto contract
    5. Sales details: N/A
    6. PYMT details: Include the amount of the payment, if it was a full or partial payment, and the authorization number
    7. Sales Scripting completed: N/A
    8. ROD: N/A
    9. CC/ACH scripting completed: N/A
  6. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.

Log the Call in Zoho Desk

There is a separate article for associating and logging a call: Logging a Call in Zoho Desk.

Overview

Customers may call in asking to add coverage to additional or optional items to a contract. Their options include adding to items already listed on a contract, such as an extra refrigerator located in the garage, a second oven, etc. They may add items not currently listed on the contract, such as adding a pool or a hot tub. They may also group items not currently listed on a contract, such as adding both a well pump and a booster pump, or a shared heater between a pool and a spa.
  1. Items listed in each category will vary by contract and state in which the contract is held.
  2. Additional items added must be in the home. If adding a second refrigerator, that fridge must be in the home, being in a detached garage or on the patio excludes it from being covered. Exception: If the customer has additional air conditioning units then the compressors will be outside the home.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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