Advocate Cases - Close a Case Best Practice

CASE TYPE

CLOSE AFTER

NOTES

Cabinet Replacement

Affiliated Distributor: After installer has been assigned, product availability documented, and we have communicated with customer.

Non-affiliated Distributor: Installation date is available in the product replacement tool, and we have communicated with customer.

Note: Monitor RMT Cases - Awaiting Customer Response

• An Offer Soon To Expire is emailed 14 days BEFORE offer is set to expire.
• Close if there is no response after 60 days.
• Alert the customer using "customer who has not responded" best practice.
• Field Partner Support will close the replacement ticket when complete.

Email customer the following information:

• Product availability date (subject to change)
• Installer name and phone number
• Distributor contact

Make sure customer knows future communications will be directly with the installer or distributor (if non-affiliated).

The customer will receive the following surveys:

• Interaction with the advocate.
• Interaction with installation co. (which will also be shared with the advocate).
• To ensure an installation survey, Owner must be listed for Caller Type on the cabinet replacement ticket.

Product Buy-Back

Advocate ticket should stay open until confirmation is received that the unit has been scheduled to be removed.

New Product Reimbursement

Customer is in agreement of NPR (has accepted), and we have communicated with customer.

Make sure customer understands next steps and will receive a survey about advocate interaction.

Finding Service (no other ongoing issues)

Service company is scheduled with customer, and customer confirms appointment.

Technical Review Cases:

• Document SNow case with repair versus replace.
• Include details about repair or the decision to replace.

Finding Service - Expedited Service (Ongoing Issue)

Technical Review Cases:

• Document SNow case with repair versus replace.
• Include details about repair or the decision to replace.

Product Distributor, RSM, or FSM Involved

Ticket turned over to the RSM or the PD to work directly with the customer to resolve:

• Advocate should confirm the RSM, DSM, or FSM is handling the issue from this point forward without advocate involvement.
• Contact customer to make sure that they have been in contact with RSM, DSM, or FSM and is satisfied.
• Close case if customer is satisfied or leave open and follow-up as needed.

Customer who has not responded

Two attempts have been made to contact customer by phone several days apart and an email has been sent. Two weeks after last attempt, create and send one of the following letters, informing customer that case will be closed:

• Advocate SZ - Case Closed - No Contact
  
• Advocate Wolf - Case Closed - No Contact

If there has been no contact with the customer (no conversation), leave Caller Type blank.

Further Negotiation Needed –
Customer Has Not Responded After Initial Discussion

Following initial discussion, two attempts have been made to contact customer by phone several days apart, and an email has been sent. One week after the last attempt, create and send one of the following letters requesting customer contact you before the date listed in the letter, or the case will be closed:

• Wolf: Notification Prior to Closing
• Sub-Zero: Notification Prior to Closing

Escalated Contact

If the RSM, DSM, or FSM is involved and taking over the case, follow:

• Product Distributor or RSM/FSM Involved.

If the advocate is handling the complaint:

• Close after product issue or concern is resolved.

Unresolved Negotiation

Close when negotiation is complete, and customer has verbally accepted. 

For replacements, refer to Cabinet Replacement and New Product Reimbursement for additional information.

Close after the product concern or issue is resolved, and the customer is satisfied with the resolution.

Technical Review Cases:

• Document SNow case with repair versus replace.
• Include details about repair or the decision to replace.

Customer installation specifications are not correct:

• Close after problem has been identified, and customer is informed contractor is needed.

Installation issue (FCI, no anti-tip, etc.):

• Close after installation issue is resolved, and confirmed by customer.

Technical Review Cases:

• Document SNow case with repair versus replace.
• Include details about repair or the decision to replace.

Create a separate ticket for each product on any given account. 

• Each ticket must contain the current service issue.

Technical Review Cases:

• Document SNow case with repair versus replace.
• Include details about repair or the decision to replace.

PES Tickets

Close when customer is aware:

• We have their product comment/suggestion documented.
• He/she will be notified if a change is made to the product.
• Email address required for customer to receive notification of any changes/updates to PES tickets.

Change caller type to Service Company.

True Blue Case Referral

Follow instructions in Advocate Process - True Blue Case Referral.

Social Media Response

Follow instructions in Social Media Response Process.