Customers and/or Non-Customers may call in requesting to be added to a Do Not Call List, Do Not Mail List, Do Not Email List, or to request a copy of the Cinch Do Not Call Policy.

Existing Customers​

Open Customer Record in TIMX

1. Log into TIMX SCM.
   
2. Click Enrollment, then select HS Search Panel.
   
3. Search for the contract using either the Contract ID number, the Customer's First and Last Name, or the Property Address.
   

If you search by the Contract ID, remember to leave off the Renewal Count (the ".x" at the end of the contract number)

4. Enter the Search Criteria then select Search in the menu.
   

You can also click the Search icon in the toolbar or select the ALL radio button next to the HS Status line below the search criteria fields.

5. Double click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.
   

Add Customer to Do Not Call OR Do Not Mail Lists

1. Click Menu Options, then select Customer Maintenance.
   
2. Select the Do Not Call and/or Do Not Mail check boxes.
   
3. Click Save, then Yes, then No to save the file.
   
1. Confirm that it saved, then close the pop-up
   
4. Using the below sample script(s), advise the customer of the update and enter the same information in the Comments field:
   
   

Enter Comments

1. Click Menu Options, then select Comm Hist Log.
   
2. Click the Add icon in the toolbar.
   
3. Click the new row to each drop-down field and select the following:
   
1. Communication Source - Customer
   
2. Communication Object - Customer
   
3. Correspondence Type - Leave Blank
   
4. Communication Type - Contract
   
5. Communication Method - Phone
   
4. Enter the following in the Comments field:
   
1. Caller: Customer's First and Last Name
   
2. Reason for Call: Add to Do Not Call/Do Not Mail List
   
3. Reason Details: Customer requests being added to Do Not Call/Do Not Mail List
   
4. Action Taken: Added customer to Do Not Call/Do Not Mail, read through appropriate DNC/DNM scripts and notes (add script used to notes)
   
5. Sales Details: N/A
   
6. PYMT Details: N/A
   
7. Sales Scripting Completed: N/A
   
8. ROD: N/A
   
9. CC/ACH: N/A
   
5. Click the Save icon on the toolbar.
   
6. Click Save and Exit in the pop-ups.
   

Non-Customers

Create Record in TIMX

1. Log into TIMX SCM.
   
2. Click Maintenance, then Customer, then Do Not Solicit.
   
3. Enter the Caller's First and Last Name in the corresponding fields.
   
4. Enter the Caller's Phone Number in the Home Phone field.
   
5. Press Tab or Enter to move to the next field (this activates the Do Not Call check box and launches the Zip Code pop-up).
   
6. Enter the Caller's Zip Code, then press Enter.
   
1. Select the correct city from the list displayed
   

If the List of Cities pop-up is empty, click in the Do Not Solicit screen to close the pop-up

7. Enter the City, State, and Zip Code in their respective fields.
   
8. Select the Do Not Call check box.
   
9. If the Caller is requesting to be added to the Do Not Mail List, enter the Property Address to activate and select the Do Not Mail check box.
   
10. Click Save, then Yes, then Exit to save the request.
    
1. Confirm the save, then close the pop-up
   

Do Not Email List (Existing Customers and Non-Customers)

1. Log into TIMX SCM.
   
2. Click Maintenance, then Customer, then Do Not Solicit.
   
3. Click Do Not Email.
   
4. Enter caller's Email Address and click the Unsubscribe check box.
   
5. Click Submit Request.
   

Requests to receive a copy of the Cinch Do Not Call Policy

1. Agent will gather the Caller's Name, Address, and Contract Status, then send all information to their Supervisor.
   
2. Supervisor will then email the information to the Marketing Department (ContactManagementTeam@cinchhs.com) and copy Legal and Compliance (legal@cinchhs.com).
   
3. The Marketing Department will mail the Do Not Call Policy to the customer using certified mail.