Do Not Contact Request

Do Not Contact Request

Customers and/or Non-Customers may call in requesting to be added to a Do Not Call List, Do Not Mail List, Do Not Email List, or to request a copy of the Cinch Do Not Call Policy.
Alert
Cinch is legally required to facilitate Do Not Contact requests within 10 days of receiving the request to be removed.

Existing Customers

Open Customer Record in TIMX

  1. Log into TIMX SCM.
  2. Click Enrollment , then select HS Search Panel.
  3. Search for the contract using either the Contract ID number, the Customer's First and Last Name , or the Property Address.
    4. Info
    If you search by the Contract ID , remember to leave off the Renewal Count (the ".x" at the end of the contract number)
  4. Enter the Search Criteria,  then select Search in the menu.
    5. Info
    You can also click the Search icon in the toolbar or select the ALL radio button next to the HS Status line below the search criteria fields.
  5. Double click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.

Add to Do Not Call or Do Not Mail Lists

  1. Click Menu Options , then select Customer Maintenance.

  2. Select the Do Not Call and/or Do Not Mail check boxes.

  3. Click Save
    1. Confirm it saved by going back into the Customer Maintenance tab. 
  4. Relay the following:
    “[Customer name], I have processed your request, and it will take up to 10 days to be completely removed from future campaigns. Please note you may receive [calls/text/emails] during that period.”

Add to Do Not Email List

  1. Open Customer Maintenance, and click the Do Not Email tab 
  2. You will be redirected to the Unsubscribe Request page. Enter the caller's Email Address, and click the Unsubscribe checkbox.



Enter Comments

  1. Click Menu Options , then select Comm Hist Log.
  2. Click the Add icon in the toolbar.
  3. Click the new row to each drop-down field and select the following:
    1. Communication Source - Customer
    2. Communication Object - Customer
    3. Correspondence Type - Leave Blank
    4. Communication Type - Contract
    5. Communication Method - Phone

  4. Enter the following in the Comments field:
    1. Caller : Customer's First and Last Name
    2. Reason for Call : Add to Do Not Call/Do Not Mail List
    3. Reason Details : Customer requests being added to Do Not Call/Do Not Mail List
    4. Action Taken : Added customer to Do Not Call/Do Not Mail, read through appropriate DNC/DNM scripts and notes (add script used to notes)
    5. Sales Details : N/A
    6. PYMT Details : N/A
    7. Sales Scripting Completed : N/A
    8. Mask : N/A
    9. CC/ACH : N/A

  5. Click the Save icon on the toolbar.
  6. Click Save and Exit in the pop-ups.

Non-Customers

Add to Do Not Call or Do Not Mail Lists

  1. Log into TIMX SCM.
  2. Click Maintenance , then Customer , then Do Not Solicit .
  3. Enter the Caller's First and Last Name in the corresponding fields.
  4. Enter the Caller's Phone Number in the Home Phone field.
  5. Press Tab or Enter to move to the next field (this activates the Do Not Call check box and launches the Zip Code pop-up).
  6. Enter the Caller's Zip Code , then press Enter .
    1. Select the correct city from the list displayed
      2. Info
      If the List of Cities pop-up is empty, hit Enter on your keyboard to bypass the pop-up and enter the address manually. 
  7. Enter the City, State , and Zip Code in their respective fields.
  8. Select the Do Not Call check box.
  9. If the Caller is requesting to be added to the Do Not Mail List, enter the Property Address to activate and select the Do Not Mail check box.
  10. Click Save , then Yes , then Exit to save the request.
    1. Confirm the save, then close the pop-up

Add to Do Not Email List 

  1. Log into TIMX SCM.
  2. Click Maintenance, then Customer, Do Not Solicit, then click Do Not Email (do not complete the fields below)
  3. You will be redirected to the same Unsubscribe Request page. Enter the caller's Email Address, and click the Unsubscribe checkbox
  4. Click Submit Request.

Requests to receive a copy of the Cinch Do Not Call Policy

  1. Gather the Caller's Name, Address, and Contract Status, then send all information to their Supervisor.
  2. The supervisor will then email the information to the Legal and Compliance Department at:  legal@cinchhs.com 
  3. Legal and Compliance will then ensure a copy of the Do Not Call Policy is mailed to the customer.


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