Reviewing A Service Job/Claim: ServiceBench

Reviewing A Service Job/Claim: ServiceBench

Service Job

Being able to understand Service Reports in ServiceBench is a primary responsibility in Customer Service. This is how updates are provided to the customer. To better communicate these updates, understanding where to locate the Service Report information is key.
  1. Open the Customer Record and locate the correct Service Job.
  2. Click the Service Job hyperlink to open the job.

  3. In the Products section, you will be able to see product information as well as if a claim has been created yet. 
    1. If a claim has been created, there will be a hyperlink under Claim Number. Click the link to review the claim information.

  4. In the Service Information section, review any information entered in the Service Explanation field. 
    1. This field contains information regarding the diagnosis, notes from the technician, and/or decisions made by Authorizations on the Service Job.
    2. Information in this field can be entered by the Service Provider or an Authorizations Agent.

  5. In the Parts section, each Line Number represents an individual part or unit of equipment. Each Part Line can provide information on the what is being ordered, status, who is supplying, tracking, and pricing.
    1. Description: Name of the part being ordered
    2. Tracking Number: If a tracking number is available, there will be a hyperlink. Click the hyperlink for tracking information.
    3. Order Date: If the part has been ordered, the order date will be here.
    4. Estimated Time of Arrival: If we have been given an ETA, it will be here.
    5. Status: Where the part is in the process and who is supplying.
    6. Order Requested / Parts Order Awaiting Authorization / Order Error / Not Found / Incomplete / Cancelled: Part is still in research.
    7. In Process: Waiting on additional information from the Service Provider.
    8. Approved: Part/Replacement has been located and the customer has options available.
    9. Ordered: Part has been ordered.
    10. Shipped: Part has been shipped.
    11. Received: Part has been delivered to the Service Provider.
    12. Damaged: Service Provider received part, but it was damaged.
    13. On Back Order: Our Integrated Distributor is actively searching for the part.
    14. Removed / Not Required: Part is no longer needed.
    15. Installed: Service Provider is supplying.
    16. COD Part: Part is not covered.

  6. In the Comments section, review what has been entered to determine what has happened in the job so far.
    1. If the Service Report has been called in, locate the Authorizations Note for detailed information regarding the diagnosis which can then be provided to the customer.

  7. Click the Status History tab on the top of the page to view any changes in status.
If no information has been updated in the Service Job, we must contact the Service Provider to request they contact the customer for an update as well as submit their Service Report to Authorizations.

Scenario

Script/Actions

First Customer Follow Up Call

“<Customer Name>, I apologize for any delay in providing service to you. I will be contacting the Service Provider immediately and request that they provide you with an update on your Service Request.”

“If you would let me know the best time to reach you, I will include that in my message to them. Please allow them the opportunity to respond. If you have not heard back from your Service Provider within 24 hours, please feel free to reach back out directly to the Service Provider or to us again.”

If the customer insists you call the Service Provider while they hold:

“At this time the technicians are actively out in the field. I will send a message to <Service Provider> and they will follow up as soon as possible.”

Create a public with email comment using the following template:

Customer is requesting an update on their diagnosis and/or pending repair. Please contact them directly at your earliest convenience. Their contact number is <Phone Number> and the best time to reach them is <Timeframe>.

Create a CL-Autho Exception

Second Customer Follow Up Call

“<Customer Name>, I apologize for any delay in providing service to you. I will be escalating your request to the Service Provider immediately and request that they provide you with an update.”

If the customer insists you call the Service Provider while they hold:

“At this time the technicians are actively out in the field. I am escalating a message to <Service Provider>. Please allow them time to respond.”

Review the Escalation tab to determine if one already exists.

  1. If an Escalation is already open in the Service Job, DO NOT CLOSE IT and do not create another one. Instead, send another public with email comment to the Service Provider using the following template.

    Customer is requesting an update on their diagnosis and/or pending repair. Please contact them immediately to avoid reassignment of this customer’s service request.

  2. If there is no Escalation in the Service Job, create one. Use the following template in the Escalation.

    Customer is requesting an update on their diagnosis and/or pending repair. Please contact them immediately to avoid reassignment of this customer’s service request.

Third Customer Follow Up Call

If this is the third follow up call from the customer and the Service Provider has been unresponsive, reassign the Service Request.

If you need assistance with determining if a reassignment is the proper course of action, review with your supervisor.

Claim

  1. In the Products section of the Service Job, click the Claim Number hyperlink.
    1. If there is no hyperlink, a claim has not yet been created for the Service Job.
  2. The Warranty Administration page will display.
  3. In the Claim section, you will be able to see the Claim Status and the Amount Approved.

  4. In the Claim Adjudication section, you can see when the claim was approved and by who.

  5. In the Warranty Administration section, you can see CHS Liability (how much Cinch is responsible for) and Customer Liability (how much the customer is responsible for).

  6. In the Service Details section, an overview of work performed will be located in the Explanation of Services Performed field.

  7. In the Comments section, review any additional information that may have been entered by the technician or agent.
  8. If this is a Sears job, the diagnosis and parts information will be entered here.
  9. If a Claim Credit has been approved, it will be located in the Amounts section. If there is no amount next to Customer Total, then there is no Claim Credit available.