Follow Up
Customer Options: Customer Decision and Service Job Update
Customers are offered claim options via email. These emails provide options for accepting a claim credit/buyout or repair/replacement. The email will contain links to separate forms/landing pages depending on their decision. When these forms are ...
Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...
SIBI: Customer Options Email
Once an order is created in SIBI, an automated email offering the replacement or buyout option is sent to the customer. The customer will be able to choose which option they prefer, which will in turn either submit the order or cancel the order ...
SIBI: Status Updates
SIBI is a third-party ordering platform currently used to order GE Brand Appliance Replacements. SIBI has been integrated with our systems, meaning that all order information and updates will sync directly into ServiceBench. Status updates are ...
Reassign a Service Request
When the originally assigned Service Professional is unable to fulfill the Service Request, the request is assigned to another Service Professional and the reason for reassignment is captured. Reassignment Reasons and Supervisor Override Requirements ...
Chase Payments: Claim Credit
Cinch has partnered with Chase Bank to give customers the option of using Chase Payments when accepting a Claim Credit to expedite receiving the payment. Scripting When a customer advises of their decision to accept the Claim Credit while on the ...
Cancel a Service Request
Find and Verify Customers/Contracts/Coverage There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage. Cancel the Service Request in Zoho Desk Find and click the correct case ...
Reschedule a Service Request
Find and Verify Customers/Contracts/Coverage There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage. Reschedule the Service Appointment in Zoho Desk Select an appropriate ...