CSR Quick Troubleshooting Guide: Electrical, HVAC & Plumbin
The Continuous Improvement team has been collaborating with the Warranty Department to identify opportunities for improvement and introduce new features that will enhance the Warranty process across all lines of business.
We are pleased to announce that on Monday, September 29, several new items will go live. Below, you will find a summary of these updates along with explanations for each.
For your reference, I have also attached a detailed overview of the new features, as well as the updated Troubleshooting Guide. Both documents can also be accessed on the Z Drive in the Warranty folder.
Z:\Shared\Shared Files\Warranty
New Feature
Explanation of new feature
Warranty Request Work Order Type in Bolt
The remaining Regions/LOB will Go Live a week or two after this first Go live
FL Elec & AC ONLY on 9/29
A new WO type will be available to use when you are contacting a Homeowner, and you are unable to make contact. (Each LOB has its own "Warranty Request" Work Order available for use)
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You will use the "Warranty Request" WO type under that job to add the call issue, notes, HO Info — schedule date you will choose will be for the Sunday of that week so you can easily track these calls for the 2nd and 3rd attempts to reach the HO.
If HO contact is made, you will change the WO type to "Warranty" and proceed to schedule the call.
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If no HO contact is made after several attempts, you will mark the WO as closed and notify the builder.
Updated Warranty Issue Dropdown List on WO
ALL Locations/ALL LOB's
We have updated the current Warranty Issue List, and it is now a mandatory field on the warranty work orders for all Locations & LOB's.
When creating a new Warranty WO, you must choose the call reason from the Issue list.
After the Tech has run the call, they need to leave crew notes on the WO with the actual call Issue so that the person marking the WO as complete can update the Issue from the List if need be.
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THE ISSUE LIST IS NOT AVAILABLE THROUGH THE BOLT APP SO ONLY EMPLOYEES WITH BOLT WEB PERMISSIONS CAN CHOOSE/CHANGE THE ISSUE.
A report will be available in NetSuite to use for tracking the Issues. (see below for instructions on how to access this report)
New Status on Warranty Work Orders
ALL Locations/ALL LOB's
A new status has been added to the warranty work orders to use when a call has been resolved over the phone. "Issue Resolved over the phone"
This new status will allow tracking of calls that were resolved over the phone and what those issues were. You can use the Status Report in Bolt to track calls with this status.
Troubleshooting Guide for Warranty Calls
ALL Locations/ALL LOB's
We have created a new "Troubleshooting Guide" that we would like to be used by anyone who handles incoming Warranty Calls.
This new guide is laid out by LOB and list basic Issues with steps on how to assist the HO over the phone in hopes to resolve that issue over the phone.
Instructions on how to access the "Warranty Issues" Report in NetSuite
Filter Report by:
Dispatch Center: Choose the Dispatch Center(s) you need
Status: In Progress or Completed or both (hold Ctrl key to choose additional statuses)
Task: Warranty
Start Date: Choose From and To date range you would like to view
Warranty Issue: You can use the % sign in this field to search part of the word pertaining to the warranty issue type or search the warranty issue exactly or leave blank to see all jobs/all issues.
After the report has been filtered you will see the Warranty Issue listed on each Job line
Please email netsuite@stradaservices.com to report NetSuite issues
Please email Bolt@stradaservices.com for Bolt related issues/questions