It may take up to 24 hours before ServiceBench or Zoho Desk to reflect changes made in TIMX SCM.

Phone number changes in TIMX do not update in Service Requests created prior to the change. Mobile phone number changes will also need to be updated in the Service Order of any pending/open Service Jobs. This step is necessary to ensure the customer will receive updates on the job, including appointment dates, changes, cancellations, and reassignments.

Zoho and ServiceBench Process

You may update contact information during initiation or after the Service Order and Job have been created. 

1. In the Zoho service request tab, update the contact information needed and click Save All.
   
   
   
   
2. In the ServiceBench Service Order, enter the updated contact information needed and click Save.
   
   
   

TIMX Process

Open Customer Record in TIMX

1. Log into TIMX SCM.
   
2. Click Enrollment, then select HS Search Panel.
   
   
   
3. Search for the contract first using the Property Address. If no results are found, search by Contract Number, Phone Number, or the Customer's First and Last Name.
   
1. When searching by Contract ID, remember to omit the Renewal Count (the ".x" at the end of the contract number).
   
   
4. Enter the Search Criteria, then select Search in the menu.
   
5. You can also click the Search icon in the toolbar, select the ALL radio button next to the HS Status line below the search criteria fields to display all warranties, OR the ACTIVE radio button to display only the active warranties. 
   
   
   
6. Double click the account that you want to select to open the contract.
   
   
   

Update Contact Information:

Update phone number(s) or email:

1. Click  Menu Options, then select Customer Maintenance.
   
   
2. Update the necessary information, then click Save.
   
   
   

   Reminder: If the email was blank and the customer does not wish to add one to the account, then update the email address to noemail@cinchhs.com.

Update the mailing address:

ATTENTION:  After updating the address, send out a new Welcome Kit/Fulfillment Kit.  

IF the new Fulfillment Request is NOT submitted, THEN the Coverage Summary will appear incorrect WHEN checking “View Current Coverage.”

1. Click Mail in the middle of the Enrollment Screen.
   
   
2. Edit the mailing address, then click Close.
   
   
3. Click
   Save at the top of the main screen. Select Yes to Save, then select No to stay in the account.
   
   
   

1. Customer Service agents can process updates to the address IF it was a simple typo or exclusion.
   
   
1. If a Customer Service agent has questions about making the update, THEN they can speak with a lead or supervisor. 
   
2. Warranty plans CANNOT be transferred from one property to another, so if the error is not obvious and may require a more detailed correction, Customer Service may transfer the call to Membership Services.
   
   
2. When a customer relocates and needs to update the entire property address, the existing plan must be canceled, and a new warranty must be established for the new property.
   

Documentation