Customer Engagement Center (CEC) Overview

Customer Engagement Center (CEC) Overview

Customer Engagement Center (CEC) Overview

 

Within the Customer Engagement Center (CEC), access to various customer and contract information is available.

 

Customer Information

 

CEC Customer Information

The CEC Customer Information area includes the following information:

 

·       Customer name and address, phone numbers and email

·       Number of jobs that require action/update - a hyperlink to the Search Service Orders and Jobs page, where a search for jobs on the contract has been completed.

·       Number of claims - a hyperlink to the Claim Review page, where a search of the claims on the contract  has been completed

·       Note Pad icon - when clicked, allows input of comments relating to the customer interaction if it is not necessary to create a service order or service job (referral service requests)

 

 Comments relating to a specific job or claim are added on the Edit/View Service Job or Warranty Administration pages.

 

 

 

Product Information

 

CEC Product Information

The CEC Product Information - Contract area includes the following information:

 

·       Contract number

·       Contract status - service requests can be created on an active enrollment based on contract entitlement

o   Click here to review status definitions

·       Contract start and end date

·       Plan name

·       Plan type

·       Plan description

·       Product name

·       Product ID

·       Model and serial number

·       Client name

·       Contract type (warranty, preventative maintenance, etc.)

·       Contract holder

·       Branded product name

·       New Job button - initiates service for a product (item) not listed in the CEC Product Information - Product area.

 

The CEC Product Information - Product area includes information for products (items) on record with Cinch due to previous service activity.  Information for more than one product (item) can be listed based on the customer's claim experience.

 

·       Unit location

·       Model and serial number

·       Purchase date and purchased from

·       Brand

·       Product line

·       Contract Number

·       Details - a hyperlink to the Product Registration Details page, where customer contact details a full description of the product (item) is available

·       New Job button - initiates service for the specific product (item) using information already on file

 

 

 

Product Details

 

CEC Product Details

The CEC Product Details area displays all service jobs that exist for the contract.  Each service job record includes:

 

·       Service Job No. - a hyperlink to the Edit/View Service Job page for the job

·       Brand

·       Scheduled service date and service completed date

·       Service job status

o   Click here to review status definitions

·       Product line (item)

·       Service job sub-status

o   Click here to review sub-status definitions

·       Contract number

·       Show Details - a hyperlink that opens a list containing the customer complaint and explanation of service performed

 

 

 

View Comments - Filters

Agents are able to view and filter all comments (CEC Notes, Service Job and Claim Comments) related to the Customer by clicking the View Comments button from the CEC screen.  This will reduce the time required when searching between jobs to verify the service statuses.

 

  1. Go to the CEC screen.
  2. Click on the View Comments button at the bottom of the page.

 

 

The View Comments screen will display.  

 

 

 This is the filter icon. You can use this to filter by any column heading that displays this icon.

 

When you click on the filter icon for a column heading, a drop-down menu will display for selecting filter criteria:

 

 

Select the desired filter criteria, then click Apply.  When a column is being filtered, the column heading will display with a green highlight:

 

 

 This is the sort icon.  Click on any column heading with this icon, to sort the View Comments list.  The arrow icon will point up or down, for sorting in ascending or descending order.

 

 

Note:

·       By default the comments are sorted by the Date column, newest to oldest.

·       Notes entered in the CEC note pad will not have information in the Type column and cannot be filtered.

 

 

Service Job - Link

 

Also note that the Service Job/Claim# for each job listed in the View Comments list is an active hyperlink.  Users can click on any Service Job number in the list to go directly to the Service Job screen for that job.

 

CEC Notepad

Notate any call interaction in the CEC Notepad not related to a Service Job.

1. Click the CEC Notepad Icon.


2. Enter a Note Subject. Examples: Inquiry - Coverage, Inquiry - Billing, Surge Reimbursement, Etc. Enter the full call interaction into the second box.


3. Click Save and then click Yes to save the note.


4. The notation will save on the left, click the note to expand it to the right.


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