Finding and Verifying Customers/Contracts/Coverage

Finding and Verifying Customers/Contracts/Coverage

Using the CTI pop-up to Open the Customer Page in Zoho Desk

  1. Launch the CTI pop-up and accept the customer call.
  2. Verify the Customer Phone Number on the CTI pop-up.
  3. Click the Customer Name hyperlink on the CTI pop-up to open the Customer page in Zoho Desk.

Find Customers Using Search - Search by Phone in Zoho Desk

If the Customer Name hyperlink in the CTI pop-up does not direct you to the Customer page in Zoho Desk you will need to manually search for the customer using the Search tool.
  1. Verify the Customer Phone Number on the CTI pop-up.
  2. Select the Customer tab in Zoho to display the Customer screen.
  3. Click the Search icon to display a Search field.
  4. Enter the customer's phone number in the Search field.
  5. Select the Customer's Name from the search list displayed. This opens the Customer Contact screen with all contract holders listed.
  6. Verify customer contact information in the Case Details pane (email, phone, address, etc.) with the customer.

Find Customers Using Search - Custom Search in Zoho Desk

Custom search allows you to search by phone number, name, property address (with zip code), contract number or email address.
  1. Click the Menu icon (  ) to view additional modules, click Find.
  2. Specify the filter criteria, such as the Contract Number, Address or other criteria.
  3. Click Search to display the results.
  4. Select the Customer's Name from the search list displayed. This opens the Customer Contact screen with all contract holders listed.
  5. Verify customer contact information in the Case Details pane (email, phone, address, etc.) with the customer.

Verify the Contract Holder in Zoho Desk

Before initiating service for a customer you must first verify whether they are the contract holder. You can do this using the CTI pop-up, or, if the CTI pop-up does not present the customer's information, you can use their contact information to find their contract directly in Zoho Desk using the Search functionality.
Use TIMX SCM to record any updates to the Customer information you find while verifying the Customer's contract information.
  1. Use the Customer's contact information (check Customer Name, Phone Number, and Property Address) to verify you are speaking with the contract holder. 
  2. Is the number being used for the call the same as the listed Customer Phone Number?
    1. If Yes - Confirm the Address, Zip Code and Email Address.
    2. If No - Ask the customer if they are calling from a cell phone and to confirm the phone number listed on the contract. If they do not know or remember, ask them to confirm the Address, Zip Code, and Email Address. Also ask if they would like to update the phone number on record.
  3. Ask the customer if they would like to add an email address to their information if none is listed. If they do not, note this in the comments.
  4. If the caller is not the contract holder, ask them to name the contract holder, the property address, and to identify their relationship to the contract holder.
Non-contract holders can only call in to request new service or call about an existing service request. They cannot call to change any contact or contract information.

Find a Contract in Zoho Desk

  1. Click Expand Menu (  ) > Contracts to display the Contracts tab.
  2. Click the Plus ( + ) to expand Contract Details and confirm the associated Property Address.

Checking a Customer's Contract Coverage

There are two ways to check a customer's warranty coverage, using the Check Coverage Bot in ServiceBench to call up the declaration page or manually searching for coverage in TIMX SCM. Customer Service Representatives should use the automated process when they can.
  1. Locate and open the relevant Service Job in ServiceBench.
  2. Click Check Contract.
  3. Select a trade from the Trade drop-down list.
    1. Appliance
    2. Electrical
    3. HVAC
    4. Plumbing
    5. Specialty
    6. Other
  4. Select a product from the Product drop-down list. You can also use the Key Search Field to find a specific product.
    5. The product choices in the drop-down menu are determined by the Trade category selected in Step #3.
  5. Click the Search button.
    6. If the current date does not fall between the contract Start and End Dates the system launches a pop-up allowing you to cancel the search and proceed manually reviewing the contract.
  6. After the Customer's Home Warranty Agreement PDF appears, use the arrow buttons to view each selected product or keyword text in the document.
    7. Use the Zoom or Full Screen buttons on the PDF to enlarge it for easier viewing.

Overview

Customers calling in are first routed through an Interactive Voice Response (IVR) system where they respond to specific questions. Once these responses are provided the call is routed to the Customer Service Representative through a Computer Telephony Integration (CTI) pop-up in Zoho Desk. This simplifies the customer verification process and ensures agents are provided with all the customer's information. This helps shorten the average call time. When verifying a customer's information, remember to confirm the customer name and phone number on the CTI pop-up is correct. 

The Customer Contact page in Zoho Desk is where you can view the customer's contact information, support history, contract and coverage. You can also initiate a new case or manage an existing case from this page.
The CTI pop-up displays the Callers Customer Contact Record information stored in TIMX SCM. If this information is not updated or there is an error with the CTI pop-up, then you will have to verify the Customer's information without using it.
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