MyAccount: Microwave Auto Replacement

MyAccount: Microwave Auto Replacement

MyAccount: Microwave Auto Replacement 

When a customer requests service for a Microwave in MyAccount, it may meet the criteria to automatically be replaced rather than a technician being dispatched to diagnose.
The customer must enter a model and serial number to be able to initiate service in MyAccount for a Microwave.

If Cinch has not previously approved to replace the model entered, Then the system will advise the Microwave qualifies for a replacement, and the customer will then be presented with selecting to move forward with a Replacement or a Claim Credit.
There is a Note stating "If neither option works and you would prefer repair service, contact customer service", this is for scenarios where the customer would rather a technician come out in hopes their unit may be repaired instead of replaced. 
If on the line with a customer, Do Not Direct the customer to go to MyAccount to initiate their microwave service. 
Sears Warranty customers are excluded.



Depending on the selection made, the proper Exception/Task will automatically be created for Parts Sourcing to research a replacement to provide options and/or calculate a claim credit.
For the Replacement selection, the customer will receive an options email to review the model online prior to accepting the order.

If the customer selects Claim Credit, Then they will be provided with options to receive an Electronic JP Morgan Concourse Payment (received in 72 hours) or to receive a Check in the mail (received in 7-10 business days

Once Replacement Options are sent to the customer, follow normal procedures and create the appropriate exception needed to move forward with the order or claim credit accepted. 

Automated System Updates

SP Account Assigned

When the customer makes their selection regarding the Microwave replacement, the service job is created. 
The account "Cinch Automated Replacement" is assigned as the "SP".

Zoho:


ServiceBench:


Sub-Status and Service Explanation

When the customer makes their selection for the Microwave Replacement or Claim Credit on MyAccount, the job Sub-status updates to "Customer Accepted Repair/Replace" and the Service Explanation "Job approved for automated replacement" is auto-populated.



Automated Exceptions

Depending on the customer's decision the appropriate exception will automatically be created in SB with the comment "Automated Decision"..



Automated Comments

When an Automated Replacement Decision is made through MyAccount, there will be an auto-generated comment stating "Job approved for automated replacement.".
Ignore the automated Repair Help comment as it does not apply.


Automated Customer Email Example



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