Rescheduling Recurring Services #

Purpose: To ensure timely rescheduling of recurring services that cannot be completed as scheduled to provide excellent customer service.

Response Time: If a recurring service cannot be completed, it must be addressed within 24 hours or as close to real-time as possible.

Phone Call Requirement: When a recurring service is marked as “not serviced,” a phone call must be made to the customer. The call should inform them that the service was not completed and provide a new service date if available.

If the customer does not answer: Do not provide a new service date until the customer returns the call but still reschedule the service.

Monitor Slack Channels: All office staff should actively monitor the following Slack channels for updates from technicians:

• BR Reschedules
• NOLA Reschedules

Managing Reschedules:

Once a reschedule request has been handled, check off the post to indicate it has been addressed. This helps keep the team updated.

CSR Responsibilities: Customer Service Representatives (CSRs) must review technician routes from the previous day each morning to identify any missed reschedules.

These reschedules should be completed as soon as possible and no later than the original rescheduling time.

Rescheduling New Service and Service Calls #

Purpose: To ensure that new services or service calls are rescheduled after a technician is unable to complete the job in the most effective way to enhance our new customer experience.

Customer Confirmation #

For new service or service call appointments that the technician cannot complete, do not reschedule until a direct conversation with the customer has confirmed a new date and time.

Handling Unanswered Calls #

If the customer does not answer the phone, cancel the appointment and leave a voicemail with the message:

“Left voicemail to reschedule initial service/service call, cancelled appointment until customer calls back.”

Communication with Sales Team #

If a new service appointment is cancelled and not serviced, the salesperson listed on the account must be notified so they can follow up on the sale.

Summary #

• Ensure all reschedules are addressed promptly, within 24 hours when possible.
• Always call the customer for recurring service reschedules, and do not give a new date without speaking to them.
• Monitor Slack channels for updates and confirm all reschedules.
• For new services or service calls, communicate directly with the customer before rescheduling.

Route Scheduling #

Reoccurring Appointments #

Policy – Customers #

Customers requesting or needing same-day/next-day service should have all efforts to accommodate the request given. All recurring appointments should be scheduled through the recommended routes FieldRoutes module.

Understanding the Recommended Routing Box #

Scheduling and Rescheduling Services #

Recommended Routing Box #

When scheduling or rescheduling any service, the Recommended Routing Box will appear to assist you in the scheduling process. To generate the best results in this box, follow these steps:

Edit the “Filter Routes” Section: #

This section allows you to customize the results by adjusting the following fields (highlighted in yellow):

• Filter Tech: Use this to select a specific technician when requested by the customer.
• Filter Group: Narrow down the technicians to only those capable of performing the service. Note: Groups may vary by office, and this will be explained further in one-on-one training sessions.
• Date Range: Automatically set to display the next 10 days. Adjust the range to ensure the appointment fits the desired timeframe and is serviced on time. Consider expanding to view the rest of the month if necessary.

Once filters are entered, press Refresh to update the results.

Understanding the Results (Green Section): #

This section displays scheduling options based on the filters provided. The top option is typically the best choice, with increasing drive times for technicians as you scroll down.

The following details are shown: #

• Date: The day of the week and the specific date to inform the customer.
• Tech: The technician assigned to the appointment.
• Average Distance: How far the stop is from other stops on the same route for that day. Aim to keep services within a 3–5-mile radius.
• Closest To: The optimal position on the tech’s schedule to ensure efficient drive times.
• Capacity: The number of services already scheduled for that day.

Rescheduling an Existing Appointment (Pending Appointment) #

Most recurring services are pre-routed by the routing manager, but appointments may need to be adjusted for customer convenience. Follow these steps to reschedule:

1. Check for a Pending Appointment:Open the customer card and check the Subscription or Appointments tab to see if a pending appointment exists.
2. Edit the Pending Appointment:Locate the pending appointment in the Appointments tab and click Edit to open the appointment card.
3. Open Recommended Routing:Press the Reschedule button at the bottom of the appointment card.
4. Adjust Filters and Refresh Results:Use your knowledge of the filtering options (e.g., tech, group, date range) and click Refresh to view available dates.
5. Select a New Date and Placement:Click on the desired date in the Recommended Routing Box to view the tech’s schedule.Refer to the Closest To column to determine the best placement on the route.
6. Update the Appointment Card:Enter the following details:
   • i. Call Ahead
   • ii. Time Frame
   • iii. Interior Needed
   • iv. Target Issues
   • v. Any additional Notes for the Tech
   • vi. Confirmation Notes (e.g., date and time confirmed with the customer)
7. Finalize the reschedule by pressing the Reschedule button.
8. Confirm the Appointment:Verify that the job appears on the tech’s route with a bolded timeframe if one was provided and entered.Press the yellow bubble next to the appointment and mark it as confirmed by turning it green.

By following these steps, you ensure that appointments are efficiently scheduled and rescheduled to meet customer needs while maintaining route optimization for technicians.

Scheduling a Service That Has Not Been Pre-routed #

Steps to Schedule: #

1. Verify the Customer’s Subscription:Check the customer’s subscription to confirm they are due for service.The date range will display as “Upcoming” and list the month they are next due for service.
2. Initiate Scheduling:If the customer is due for service, press Schedule at the bottom of the card while in the subscription section.
3. Use Recommended Routing:Follow the steps outlined earlier for using recommended routing, finding a technician, and placing the appointment on the route.Ensure all filters are correctly applied and the best fit for the appointment is selected.
4. Complete the Appointment Card:Fill in all required details in the appointment card.
5. Double-check to ensure:
   • The Service Type is correct.
   • The Subscription section matches the service you are scheduling.
6. Confirm and Notate:Confirm the service on the technician’s route.Add any necessary notes to the customer card to document the scheduling process.

By following these steps, you can ensure that unscheduled services are added efficiently and correctly to the technician’s route.

Scheduling Service Calls #

Sometimes a customer may need service between their regular recurring services. It is important to understand when to schedule a service call versus waiting for their next scheduled service. Additionally, knowing what services qualify for a service call and how many are allowed is essential.

Service Call Guidelines: #

• Quarterly
  • Pest Control: 2 service calls allowed between each scheduled service.
• Prime
  • Pest (any variation): Unlimited service calls.
• Monthly Services (e.g., mosquito, rodent):
  • 1 service call allowed between scheduled services.
• Annual/Semi-Annual
  • Pest Control: 1 service call allowed per year.
• Baiting (Sentricon):
  • Service calls allowed anytime for replacing stations, caps, or clearing conducive conditions.
• Note:
  • Any request involving more than 5 stations must be sent to New Service for a reinstall.
• Termite (Liquid Renewal):
  • Service calls allowed for re-servicing due to weather conditions (e.g., rain within 30 minutes of application) or clearing conducive conditions.

Prioritizing Service Calls: #

Whenever a customer reports pest activity inside or outside their home, prioritize their request and schedule them as soon as possible.

• Interior/Garage Requests:If a customer needs the inside or garage serviced because it wasn’t done during the last visit, assure them that the exterior barrier remains effective. Notate their account to have the interior/garage serviced on their next visit. If they see pests before then, instruct them to call for a service call.

Entering a Service Call: #

Initiating a Service Call: #

Schedule a service call the same way as a pending service, but instead of rescheduling an existing appointment, press Schedule at the bottom of the customer card.

Using Recommended Routing: #

This will bring up the recommended appointment card. Enter the filters to find the appropriate technician.

Once you find the desired date, click on the tech card to add the appointment to their schedule.

Service Call Limit: #

Technicians are limited to 2 service calls per day on their route.

Setting Up the Appointment Card: #

Select the appropriate Service Type (e.g., pest control, prime pest, baiting, termite). This tells the technician what service to perform.

Ensure the Subscription field reads “Stand Alone Service,” allowing the customer to receive the service for free without additional charges.

Pro Tips: #

Specific Day Requests: #

If a customer requests a specific day (e.g., tomorrow), bypass the recommended routing by:

• Pressing Schedule.
• Checking all technicians for the day being requested.
• Selecting the tech closest to the customer that has the skill needed.

This shortcut will be demonstrated during training.

Route Scheduling #

Importance of Routing #

When scheduling services, maintaining clean and efficient routing is critical. Since most services are pre-routed, it’s essential to use available tools effectively.

Key Tools for Routing: #

• Recommended Routing: Follow suggested placements to optimize scheduling.
• Closest Stop Placement: Schedule the stop near the stop listed as the closest.
• Maintain a 3-5 Mile Radius: Keep technicians’ routes within a manageable distance.
• Map View: Keep technicians’ routes efficient.

Utilizing the Map View #

Verifying Scheduled Services with Map View: #

• Use the map view to double-check the placement of scheduled services.
• Accessing Map View:
  • Click on “Route Actions” under the technician’s picture on the tech card.
  • Select “Map View.” The map view displays all stops on the technician’s route. Zoom in to ensure the new stop is logically placed within the route.

CSR Role and Map View: #

As a CSR, you should utilize the map view regularly to optimize routes:

Individual Technician Map View: #

Review each technician’s map view multiple times a day to ensure stops are in the correct order.

Department-Wide Map View: #

Access this view from the top of your screen while in your department’s tab.

Use it to confirm technicians are not crossing paths unnecessarily.

By leveraging these tools, you can ensure efficient routing, save time, and provide better service to customers.