FieldRoutes Account Selections #

It is a requirement of all CSRs to use the appropriate selections and filters within a customer card to indicate account status. The following are all FieldRoutes account selections.

Prefers Paper #

Customers who prefer a paper statement/invoice should have this selection marked (at the bottom of the info tab). These customers will receive routine invoicing every other Friday. Snail mail takes 7-14 business days to reach a customer once sent out.

Customer Flags #

(Located at the middle of the info tab) Customer flags should be reviewed EVERY time an account is opened to determine if account information needs to be updated. Customer flags exist for damage warranty amounts, bad debt write-offs, financial hold status, sent to collections status, and renewal months.

Subscription Flags #

The most widely used subscription flag is for liquid termite renewals, which states “perimeter completed.” This is used for routing purposes to auto route all previously completed renewals/perimeters.

Pending Cancel #

Customers who have verbally requested to cancel, have moved from a property, and are between cancelling and keeping service should have this marked (at the bottom of the info tab). These customers are addressed weekly in order to freeze or reinstate services.

Understanding Linked Properties #

If a customer has a “master” billing account that is different information than their service information, then they should be part of a linked property group. A red flag will appear on their overview screen indicating they are part of the linked property. To find out if a customer has a prepayment or has previously paid for service, you must access the master account by clicking on the properties tab.

Understanding Merging Accounts #

There are several accounts within FieldRoutes that should be merged together. When customer contact information and service address are the SAME, a customer card merge may need to occur. It is important to note a customer CANNOT have more than one active Sentricon subscription, so if a customer has a primary property and secondary (pool house, shed, etc.), then the customer will need 2 customer cards. In the event you believe a customer card merge is needed, send this account to senior management.