...
Installer was unresponsive to homeowner
Create
...
a Case on the homeowner contact record in Salesforce
Request Type - Complaint - Unresponsive Installer
Provide a detailed description of the issue
Confirm that the case is Related the case to the installer
Reassign the case to the back-office queue (if request comes in from chat/phone)
Back Office Team
E-mail the installer to advise of the homeowners' concerns and advise the installer to contact the homeowner by phone (include phone number and best time to reach the homeowner)
After 2 business days and support has attempted to contact the installer twice without success, reach out to the homeowner to see if the installer has contacted them.
If the installer made contact and the homeowner is satisfied, thank the homeowner and close both tickets.
If the
...
Homeowner has not heard from the installer in 2 days
...
Priority: Highest
If the account manager has not sent an update within 2 days, escalate the issue to the regional manager per this SOP.
...
Create a case assignment for the existing case
Assign to Sales
Referral Reason - Unresponsive Installer
Referral Comments
Provide short description of the issue
Populate the AM and Sales Manager Fields
Work the case and close when complete