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Pardee Homes Corrigo System Training Day 1 – Customer Service Coordinators

Pardee Homes Corrigo System Training Day 1 – Customer Service Coordinators. Instructor: Mark Chamberlin Corrigo Training Specialist. Explore specifics of the CSC’s role and responsibilities in Corrigo Practice skills learned in first session Go more in depth with WO management tools

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Pardee Homes Corrigo System Training Day 1 – Customer Service Coordinators

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  1. Pardee HomesCorrigo System TrainingDay 1 – Customer Service Coordinators Instructor: Mark ChamberlinCorrigo Training Specialist

  2. Explore specifics of the CSC’s role and responsibilities in Corrigo Practice skills learned in first session Go more in depth with WO management tools Explain relationship with CSR in more detail Understand how to complete daily tasks using Corrigo Understand new work flows for specific WOs See how the AS400 PO System integrates with Corrigo Today’s Agenda Walk away knowing you can start using Corrigo to do your job! Customer Service Coordinator Training

  3. Review of Day 1 • Basic roles and responsibility • Fundamentals of Corrigo functions • Work Orders • Creating • Searching • Types of WOs • Monitoring and managing basics Customer Service Coordinator Training

  4. Responsibilities of the CSC • The Customer Service Coordinator (CSC) will get requests from Construction for inspections • Take requests for Warranty work from Homeowners (H/Os) • Refer out requests to CSR • Convert Walkthrough items into WOs • Monitor WO statuses for problems • Resolve issues needing attention and reopen WOs • Monitor Purchase Order process • Assist with closing Work Orders Customer Service Coordinator Training

  5. Try It! • Let’s review some of the skills we learned yesterday • Create a series of inspections for the home owner you have been assigned • PCI • Orientation • Evaluation – 3 Items Customer Service Coordinator Training

  6. Review CSC Work Flow • Refer to the diagram in today’s handouts • The goal is to adapt how your daily routines have been into Corrigo Customer Service Coordinator Training

  7. Advanced Lookup Tricks • There are three useful ways to lookup a home owners record: • NameContains – You can enter all or part of their first or last name • DBAContains – This category refers to the Lot Number and Address of the home • PhoneNumber – This is pretty obvious • The other two ways won’t help you much Customer Service Coordinator Training

  8. Verify Home Owner Information • When you lookup the H/O, go to the details screen and verify their information • Getting their email address correct and phonenumber are important for later use • In the H/Os detail screen, click on the contact’s name the screen below appears Customer Service Coordinator Training

  9. The Special Info Icons • There is a series of four icons across the bottom of the Home Owner Details screen Work Order – History Contacts – H/O name Custom Fields - Litigation Spaces – Warranty Dates Customer Service Coordinator Training

  10. Warranty Dates (Spaces) • The Spaces Icon defines the WarrantyDates for the home • As you can probably imagine, it’s critical to check this date before creating a WO Customer Service Coordinator Training

  11. Work Orders • This is a history of ALL work orders issued for this property • Check this to make sure there isn’t a duplicate WO already issued to another occupant in the home • You can also look for trends Customer Service Coordinator Training

  12. WO Detail Screen - Summary • This is the Homeowner Information Section on the WO Details Screen • What information are you seeing in this section?? Customer Service Coordinator Training

  13. Working With Assets • Now that we know who is calling and some important info about them, we need to know what their problem is • Assets are the various objects or “stuff” in the Corrigo system • Assets are arranged in a hierarchy starting with the largest (LOT) to the smallest (doorknob) Customer Service Coordinator Training

  14. TASKS • Each ASSET has specific TASKS that are related to it • Refer to the paper handout given to you for a sample of some of these • A Priority is automatically assigned based on pre programmed information Customer Service Coordinator Training

  15. Inspections • All inspections involve the entire LOT • Be sure to use the Asset Browser to identify the LOT • You can not see this in the drop down or type ahead Customer Service Coordinator Training

  16. Defining Asset Location • When you are looking up the asset you can see the location in the type ahead • After the WO is saved, this description of the asset goes away Customer Service Coordinator Training

  17. Asset Browser • Another way of accessing the AssetTree is through the AssetBrowser • To the left of the asset is theblue letter “A” • Clicking on this brings up the dialog • This shows the highest level, the “LOT” Customer Service Coordinator Training

  18. Navigating the Asset Tree • When you double click the LOT it opens up a newlayer of options • These reflect rooms or areasof the house that containother smallerassets • By clicking on any one of these you access the sub-assets for that area Customer Service Coordinator Training

  19. Sub-Assets • You can now see the assets of that room or area. We will use the Master Bathroom as an example here • SINGLE click the asset to selectand then click OK Customer Service Coordinator Training

  20. Selecting Task • The “Type Ahead” feature works here • Type in “Light” and then select “Light Fixture - Defective” • Tip: Use the down arrow key Customer Service Coordinator Training

  21. Task Description • Enter data in the line space or click the EditDescription for more space • You can enter in up to 256characters • Click OK Example of a note containing 250 characters Customer Service Coordinator Training

  22. Descriptions – Special Note • Help the sub contractor prepare for the work being done and increase their efficiency • Include details that will help save time • Room location • Model numbers • Color, etc • Be specific about any symptoms reported. Give details! • Note any special considerations i.e. mean dog, day sleeper, etc. Customer Service Coordinator Training

  23. Add Second Item • Click ADD to start a second item • Enter the information the same way as the first one and repeat until done Customer Service Coordinator Training

  24. Update Workflow Settings • This will automatically complete most of the next section! Customer Service Coordinator Training

  25. * Priority – Is it an Emergency? Specialty – Type of Sub i.e. painting * Assigned to – Specific sub Scheduled Start Appointment Due By – Auto Assignment and Scheduling • Duration – Skip • Invoice – Assigned later by system • Not To Exceed • Created - Auto • P.O. # - Assigned later by system * Essential Information for CSC to complete Customer Service Coordinator Training

  26. Specialty • SPECIALTY refers to the trade of the sub you are assigning work to • CSC will always assign to _PardeeRep • On a single item WO the Specialty will usually complete automatically • On a multi item we need to create a WORK PLAN • Hit Save and let’s proceed… Customer Service Coordinator Training

  27. Creating Eval Work Order • Homeowner makes request over the phone, email, walk-in, fax, etc. • Verify H/O data – name, phone, address • Is warranty still valid (referto start / end date) • Is there a previously cancelled WO? • Refer to Service History Customer Service Coordinator Training

  28. If Previously Canceled • Reopen the Canceled WO • Enter in reason for Reopening • Reassign to CSR Customer Service Coordinator Training

  29. Create Evaluation WO • If everything is okay to this point, create a new WO • Type is Evaluation • Add items reported by the H/O to the WO • Assign to CSR Customer Service Coordinator Training

  30. Message Workorders • This is used as a communication tool for urgent messages • Create the WO in the normal way • In the Description field give specifics of the message • If you know the CSR is on a long appointment, refer to a manager Customer Service Coordinator Training

  31. PCI Inspections • Receive documents from Construction • Setup PCI WO for the CSR • They will perform Back-Check from this Customer Service Coordinator Training

  32. Try It • Create a PCI inspection for your two homeowners Customer Service Coordinator Training

  33. Orientations • Receive Documents from Construction • Create new WO • Type: Orientation • Remember to useAsset Browser • Select Lot • Assign CSR(_Pardee Rep) Customer Service Coordinator Training

  34. Bare Floor Inspection • Note whether the inspection is a bare floor or not in the Task Customer Service Coordinator Training

  35. Try It • Create an Orientation WO for you Home Owner • Add line items from a typical OrientationForm(use your imagination here) Customer Service Coordinator Training

  36. Homeowner Inquiry • The H/O calls and wants to know what is happening with their WOs • Lookup the H/O. In the H/O Details screen click on WO icon. Customer Service Coordinator Training

  37. Try It! • What could you tell your homeowner about the current status of the work on their home? Customer Service Coordinator Training

  38. Work Order Summary • Click on Work Orders Tab and then Summary • This will give you a simple count of the number of active WOs in a particular status • This is one easy way to get to all of the completed WOs for the project • CAUTION: This can be a verylong list Customer Service Coordinator Training

  39. The WO Dispatch Board • Click on the Work Orders tab • Select Dispatch Board • This is a snapshot of the activeWOs and their current status • It gives an at-a-glance survey of work in progress • You know who is doing, or not doing what and why! • (Future: Oversee HomeOwnerportal) Customer Service Coordinator Training

  40. Dispatch Board Tips / Tricks • Clicking on a header will sort that item by ascending order. Double click descending order. • Clicking on the WO# will takeyou directly to the WO • Hovering over any item will give you the complete text of the field Customer Service Coordinator Training

  41. More Tips… Up Left Triangles • The Up Left pointing triangleswill link into a dialog screen • You can lookup andupdate info i.e. Location or Description Customer Service Coordinator Training

  42. More Tips… Down Triangles • A down triangle indicates a drop down list option • Change assignments • Change priorities • Make or change an appointment Customer Service Coordinator Training

  43. And More Tips… Filters • See just what you want to see using check boxes Just WOs with current appts Quickly cluster like statuses Find parent WOs quickly Track status of subs Customer Service Coordinator Training

  44. TRY IT! • Go into the Dispatch Board and try the things we have been discussing here • Do Sort and Filters on the board • Set up appointment • Change assignments • Change assets • How could this be useful to you? List threeways and be willing to share them Customer Service Coordinator Training

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