Situation

Action

Customer refuses to pay the deductible and work not performed.

1. If on site, Service Professional will call Cinch.

1. If not on site, Service Professional creates a Service Job Escalation and Cinch Agent will call the customer

Unable to reach Authorizations due to long hold time.

1. Service Professional creates a Service Job Escalation.

1. Cinch Agent will call the Service Professional.

Customer coverage inquiry (entitlements).

1. Viewable in ServiceBench and sent via email.

1. If on site, Service Professional will call Cinch.

1. If not on site, Service Professional creates a Service Job Escalation.

Job cancellation request (by customer).

1. Service Professional creates a Service Job Escalation.

1. Cinch Agent will call the customer.

Parts order status/ETA/Other parts information.

1. Viewable in ServiceBench.

1. Service Professional can create a Service Job Escalation if needed.

Deductible clarification (how much to collect, whether to collect).

1. If on site, Service Professional will call Cinch.

1. Of not on site, Service Professional creates a Service Job Escalation.

Product Line needs to be changed.

1. If on site, Service Professional will call Cinch.

1. If not on site, Service Professional creates a Service Job Escalation.

Service Professional needs information on permission.

1. If on site, Service Professional will call Cinch.

1. If not on site, Service Professional creates a Service Job Escalation.

Service Professional finds a mechanical failure on a Preventative Maintenance visit and Warranty Job is needed.

1. If on site, Service Professional will call Cinch.

1. If not on site, Service Professional creates a Service Job Escalation.

Service Professional is requesting a Second Opinion.

1. If on site, Service Professional will call Cinch.

1. If not on site, Service Professional creates a Service Job Escalation.

Service Professional is requesting contact from their Area Manager about a specific Service Job.

1. Service Professional creates a Service Job Escalation.

1. Cinch Agent responds that the Area Manager was notified and submits the SP Feedback Tracker.

Situation

Action

Cinch attempts to contact the Service Professional for any reason and does not get a response.

Examples: to obtain Service Report, pricing, confirm appointment, confirm parts, additional information.

1. Cinch Agent will create a Service Job Escalation for the specific request.

1. Service Professional will take needed action and respond.

Situation

Action

Customer refuses to pay the deductible and work not performed.

1. Service Professional creates a Claim Escalation.

1. Cinch Agent calls the Customer and the Service Professional.

Claim approved for a different amount than expected or requested.

1. Service Professional creates a Claim Escalation.

1. Cinch Agent calls the Service Professional.

Disputes regarding unpaid invoices/short paid invoices (should be routed to Accounts Payable or Area Manager).

1. Service Professional creates a Claim Escalation.

1. Cinch Agent calls the Service Professional.

Unable to reach Authorizations by phone due to long hold time.

1. Service Professional creates a Claim Escalation.

1. Cinch Agent calls the Service Professional.

Situation

Action

Cinch attempted to contact the Service Professional to obtain/confirm claim information/pricing.

1. Cinch Agent will create a Claim Escalation for the specific request.

1. Service Professional will take needed action and respond.

1. Service Professional will update the claim.