White Glove | Long & Foster, TXU Warranty & Progressive

White Glove | Long & Foster, TXU Warranty & Progressive

When a service request is created for an enhanced service warranty, a Case is created in Zoho and assigned to the White Glove Backlog (Queue). Queues are lists of Cases or Activities (e.g., tasks, calls, and events).  The White Glove Team is currently assigned to the following enhanced warranty types:
  1. Long & Foster
  2. TXU, and
  3. Progressive.
While navigating Case Views, you may notice a Delete option. Do not delete case views or cases. See your Supervisor for assistance.
    When working on White Glove cases, follow the existing operating procedures within the department: 
    1. On the Zoho Toolbar, click CASES module.
    2. On the left panel, click Views section, then click All Views, and click My Open Cases.
        1. My Open Cases shows cases with Open status. 
          To view all cases with any status, open My Cases. 
        2. Once a case status is changed from Open to any other status,
          the case will appear in My Cases and your personal Custom View. 
        3. Add My Open Cases to Starred Views (Favorites):
          Open My Open Cases view, at the left of the title, click the empty 
          Star to add to your Starred Views (favorites).
    3. Click the top Case to open it.
      1. Typically you will start your day with the oldest case first. 
    4. Update the required fields:
      1. Status: if necessary.
        Use Open and Completed. Do not use Escalated or Closed.
        You can choose the same status each day. 
      2. Status Reason Code
    5. Swivel to ServiceBench and locate the Service Job using the Service Job Number.
      1. Perform all research and resolution within ServiceBench.
        Review the Service Job history, determine the escalation reason and resolve using details provided.
      2. Add Comments and Attachments in ServiceBench.
        If no action is required, Agent must still leave a comment. 
      3. Copy and Paste Comments from ServiceBench into Zoho. 
    6. Swivel back to Zoho to complete the White Glove Case.
    7. Update the Status: Complete.
      1. Do not click Close Case to complete the case
      2. Update Impact to Severity
        Use to record additional funds paid to the customer (dollar amount)
      3. Enter the Resolution Reason, then click Save.

      Helpful Links

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

        • Related Articles

        • Tier 3 Escalations

          Most Tier 3 tasks will originate within the Tier 2 team. Once a Tier 3 Task has been created and assigned to the T3 team, it moves into the T3 Team Task List, called a T3 Backlog. T3 tasks will be assigned randomly to T3 Associates using an automatic ...

        • Executive Escalations

          An Executive Escalation is created when a customer requests a call back from a Cinch Executive. An email is sent to the Executive Escalations email inbox, a case is created in Zoho. Direct Assignment is utilized to assign the Executive Escalation to ...

        • Warranty Service Request

          When a customer calls in to request service on an item in their home that is failing, a Service Request is created. Processes Zoho Locate the customer's account using either the link on the CTI pop-up of the find/search functions. On the Customer ...

        • Chase Payments: Claim Credit-Escalations

          Cinch has partnered with Chase Bank to give customers the option of using Chase Payments when accepting a Claim Credit to expedite receiving the payments. Scripting When a customer advises of their decision to accept the Claim Credit while on the ...

        • BBB & Social Media

          BBB and Social Media Escalations are created as manual tasks within Zoho and assigned to individual associates within each team. T3 Associates can locate assigned tasks on the Kanban Task Board.  There are three ways to create a task: Create a ...