Fulfillment Request Procedure

Fulfillment Request Procedure

These calls will be handled by the Customer Service Agent and should not be transferred to Membership Services. If you are having an issue logging into TIMX SCM please see your supervisor for assistance.

Sending A Welcome Kit

  1. Log into TIMX SCM.
  2. Click Enrollment, then select HS Search Panel.
  3. Copy and paste (ctrl+v) the customers Contract Number into the Contract Number field, then click Search.
    1. Do not enter the extended number:
      1. Correct: 81254789
      2. Incorrect: 81254789.3
  4. Double click the customers address under the current contract year.
  5. Click the Menu Options Icon.
  6. Click the Fulfillment Request button.
  7. Click the Add Icon at the top of the screen.
  8. Click the dropdown arrow in the Addr Source Code field.
  9. Verify the address the customer wants the Welcome Kit sent to.
    "Would you like me to send your fulfillment request to your property address we have on file?”
  10. Select Property Address, then click Ok.
  11. Click Save.
  12. Click yes to Save, then click No to exit.
  13. Click the Menu Options Icon again.
  14. Click the Comm History Log button.
  15. Click the Add Icon at the top of the screen.
  16. Fill out the Communication as follows:
    1. Communication Source: Customer
    2. Communication Object: Customer
    3. Correspondence Type: Leave Blank
    4. Communication Type: Retention Customer Service
    5. Communication Method: Phone

  17. Add the comment.

  18. Select the correct Disposition Code by clicking the arrow located next to the Disposition Code box under the Comment field. 
  19. Select Fulfillment Request.

  20. Click Save, then click Yes.
  21. Click the Exit Icon.
  22. Update notes in ServiceBench.


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