1. Are not enrolled in a Sears warranty
   
2. Live in Dallas or Houston Texas
   
3. Are requesting service for a single appliance: Refrigerator, Clothes Washer, Clothes Dryer, or Dishwasher
   

White Glove Team

1. Review your case queue for the Priority Client Handling Neli cases.
   
2. Review the -2 job to ensure it is assigned to Neli VD.
3. Contact the customer and advise of the Neli process:
   "I’ll be setting up an appointment for you with a Neli-certified technician for a video call diagnosis. The technician will reach out directly with all the details and instructions for your virtual visit. If they’re unable to resolve the issue remotely, they’ll provide us with the info needed to send the technician to your home, along with the right parts, to complete the repair."
   OR
   "I’m scheduling a video call appointment with a Neli-certified technician so they can take a closer look at your issue. You’ll hear from them soon with instructions for the visit. If the problem can’t be fixed remotely, they’ll let us know what’s needed so we can send a technician to your home with the right parts to finish the repair."
4. Open the Cinch - Neli Booking site: https://nelihome.com/book-cinch-appointment/
   
1. Choose Service Type: Appliance Diagnosis - Cinch
2. Choose Brand of the Appliance being serviced or Other if not listed
3. Technician should be Any
4. Click NEXT
   
   
   
   
5. Make sure to select the correct customer time zone. For the pilot you will select Chicago for Central time.
   
6. Select the agreed upon date, pay close attention to AM and PM time slots. When you select the time the system will move to the next step.  Sometimes evening and weekend appointments may be available. We can use this as a positive selling point for the customer's convenience.
   
   
   
   
7. Enter all required customer information from SB.
8. Ensuring the phone number and email are the best way for the technician to reach them.
9. Attempt to obtain the model and serial number for the appliance but if you are unable, then enter Verify in those fields.
10. Enter the Service Job Number in the Claim Number field.
11. Click Next.
    
    
    
    
12. Once the booking is complete, a confirmation will display. Advise the customer they will receive direct phone and email communications from Neli regarding their appointment and next steps.
    
    
    
    
5. On the Job in SB:
   

1. In the Service Instructions section on the job, update the appointment date to reflect the Neli virtual appt.
   

2. Change the job Sub-Status to Confirmed Appointment
   

3. Click Save.
   

4. Notate the job with pertinent information accordingly and enter *Neli Pilot* as your note header.
   

5. Open the -1 job on the order, assigned to the approved SP, and also update the appointment date to reflect the Neli appt and update the Sub-Status to Confirmed Appointment and click Save. We must update both jobs to ensure the scheduling communications do not go out to the customer.  
   
   
   
   

6. Enter your contact information in the Service Administrator fields in SB on both jobs.
   

7. Set a due date on your Zoho case for follow up based on the Neli virtual appointment for review.
   

8. Neli report emails will create a case in Zoho, search in Zoho with the service job info to locate the service report info.
   

9. Review the report to decide how we need to move the job forward:
   

1. If the report states they were able to resolve the issue during the virtual appointment, then attempt to reach the customer to confirm and complete the job.
   

1. If the customer advises their issue was not resolved, offer to assign an SP and set expectations for service. 
   

2. If the report is for an issue that is not addressed under the warranty, update the job accordingly, contact the customer and advise of the job status.
   

2. If Neli reports the unit is not repairable, and there is a covered failure:
   

1. Enter all required service report details on the Neli assigned job and create a Research Escalation Exception with the comment Neli to send the job to Part Sourcing for a replacement. Part Sourcing will then update the part line.
   

2. Open the -1 job assigned to our approved SP, enter a public with email comment advising the unit is being replaced, and complete the job.
   

3. If additional attributes or appliance information is needed, reach out to the customer to verify details and advise of next steps.
   

3. If approved for Repairs:
   

1. Complete the Neli assigned job.
   

2. Open the -1 job on the order assigned to the approved SP and enter the full Neli Virtual Diagnosis report.
   

3. Create a Research Escalation exception with the comment Neli to send the job to Part Sourcing, that department will then update the part lines.

10. Continue to monitor the case as normal.