Procure Vendor

Procure Vendor

Procure Vendor is used when a Service Professional cannot be located through the normal assignment process and a request must be sent to Dispatch to locate one.

Advise the customer of the following script (does not need to be verbatim)

Script

Customer has a valid email:

“[customer name] you will receive an email with your service job information. You may also go to your My Account portal where you can review job status.


Our dispatch team will attempt to locate a service provider in our network to service your request and contact you directly regarding next steps.”


No valid email:

"Our dispatch team will attempt to locate a service provider in our network to service your request and contact you directly regarding next steps.


You may go to your My Account portal where you can review your job information and status or I can give you the details now for your records.

Would you like to write down your job information?"


Customer requests:

"Your Service Job ID number is <INSERT>. 

We care about your request and are attempting to locate a Service Provider for your service job. In the event we are unable to locate a Service Provider in our network we may reach out to authorize you to select a local licensed and insured provider of your choice. 

It is important we resolve this and will contact you regarding next steps by phone or email as quickly as possible.”

 

Process

Zoho

Once the Customer Service Agent has been through all steps in the Service Professional Assignment Guidelines with no success in locating a Service Professional, they will Force Assign the Service Request to Procure Vendor.
  1. On the Assign SP pop-up select Force Assign .

  2. On the Force Assign pop-up select Procure Vendor , then click Assign .

  3. Service Request will update showing Procure Vendor Dispatch under the Service Pro section.

  4. Proceed with normal Warranty Service Request process.
  5. Add Comment advising Service Request was sent to Dispatch, then click Save All .

ServiceBench

When the Customer Service Agent selects Find Service and no Service Professionals are available, No Eligible Service Providers Found will display on the screen.
  1. Click Manually Assign .

  2. In the Manually Assign pop-up click the Search icon.

  3. Enter Procure Vendor in the Company Name field in the Service Provider Lookup pop-up and click Search .
  4. Click the Check Mark next to the correct account.

  5. The Manually Assign pop-up will now have the Procure Vendor account information filled in, click Manually Assign .

  6. The Service Job will now be assigned to Procure Vendor, click Submit .

  7. Enter notes in the Comments advising the Service Job was sent to Dispatch, then click Save .


    • Related Articles

    • Force/Manual Assignment

      Force or Manual Assignment is used to assign a Specific Service Provider to a service request. The Service Provider must be Active in our system to force assign to them. Do Not Force Assign to National Accounts (Example: Sears, GE, etc.). When to use ...

    • Dispatch Case Management

      Dispatch Case Management Tasks are automatically created in Zoho when a job is assigned to Dispatch. These are jobs that are Rejected, Expired, or assigned to Procure Vendor. Tasks will be assigned to each member of the team and can be viewed under ...

    • Potential Recall: Customer Service

      A Potential Recall is a Service Request on a product/item recently serviced, and the customer is reporting the same failure within the 180-day workmanship guarantee period (14 days for plumbing stoppages). The customer's Contract Status does not ...

    • Service Locator

      A Service Locator Search in ServiceBench must be performed when: Initiating a Service Request and no provider could immediately be assigned Performing a Reassignment Providing a customer with Service Provider Referrals (example: Referral Assistant 24 ...

    • Service Provider Assignment Guidelines

      This article outlines the Service Provider assignment logic and guidelines for use based on severity. Time Zone Check Before making any outbound call to a Service Provider, ensure that the provider's local time is between 9AM and 6PM. To check this, ...