How to process a document change request from a customer. Below are the different types of document requests and how they should be handled.
1.
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Document Edits and Updates
- Requirements
- The CS tick should look similar to this - CS-2363.
- Assignee = Vlad
- Epic = Renew Financial Configurations
- Place contractor ID in the description of ticket
- Copy the products the contractor would like to Quote from the support ticket
- Copy the name of the installer into the description of the ticket.
- Instructions on how to make a linked CS ticket from Support are
- Do they have a Premium or Pro subscription? Only Premium and Pro accounts can customize their contract.
- The email is generated when a Sighten partner is approved to sell Renew
- The body of the email should confirm the Renew products the customer would like to quote.
- Daniel Etra (daniel@renewfinancial.com) should appear as a requester in the email
- The ticket will look something like this:
2. A Premium or Pro customer wants to edit their current contract
- Renew will respond to the ticket with the contractor ID
3. Make a CS ticket
Hi {Customer},
Congrats, the Renew's products are is now live in your account!
[Here|https://sighten.atlassian.net/wiki/spaces/SS/pages/463568915/Renew+Financial] are some training materials on how to best quote Renew in Sighten. Please fell free schedule a time with your account manager, {Account manager name}, to receive additional training on how to best quote the new product. Here is a {[link|account manager calendar link]} to his calendar.
Please let us know if you have any follow up questions and have a great day!
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- Are they adding multiple documents or one document? Premium accounts are only allowed to have one document.
- Is this request coming from a Lifestyle or Sunlight exclusive installer? You can tell this by this by using the query below. If organization_type is "OTHER", "INSTEXCL" ,"CHMGREXCL" or "CHPARTEXCL" the document request from someone in org listed under "uo2.name" in the query. (I.e. Sunlight or Lifestyle.) We cannot process document updates from them.
- Did they specify the changes they wanted to be made either with a screenshot of the document, an annotated PDF or a new Word document?
- If the requirements have not been met:
- If the account cannot edit a doc or add an additional doc due to their subscription, let them know they can do if they are will to pay an additional fee per month and send them this article and a link to their account manager so they can process the extra fees.
- If the requester does not have the authority to request, let them know the financier or managing partner must make the request.
- If the document edits were not submitted in the correct format, let them know we need document edits in a certain way and send them this article.
- After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket /wiki/spaces/SS/pages/111116328 and instructions on the assignee here.
4. Account is configured
- Vladimir Ivanovic (Unlicensed) will configure an account with Renew products according to the instructions here.
- Marko Spasic will QA account and move into UAT when done. The assignee will be the reporter of ticket
5. Support will respond account and let them know the products are live
- Support team will receive notice ticket is in UAT.
- Support will send customer email below and assist in setting up a time for training.
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{Account Manager}
Quentin@sighten.io,
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Renew Financial's Products are Live in your Sighten account!
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- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.
Query
| Code Block |
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select ucu.email, uo.name, uo.organization_type, uo2.name
from user_customuser ucu
inner join user_organization uo on uo.id = ucu.owned_by_organization_id
inner join user_organization uo2 on uo2.id = uo.customer_partner_id
where ucu.email like '%{email of requester}%'
order by ucu.email |