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In progress Suggested 8/11/2020 by Phil Beaudoin

3

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Customer Escalations - Store Notifications on Creation or Customer Contact

Currently, the app was configured to only send a daily recap of all pending customer escalations to stores and DSMs. This was intentional because we were not live yet with online call center agents and requests were being bulk loaded into the tool.

Now that we are live with online teams and requests are being entered at the time of customer contact, this feature is to turn on store notifications.
  • On initial contact, an email will immediately be sent to the store and DSM
  • On 2nd contact, an email reminder will be sent to the store and DSM 
  • On 3rd contact, an email reminder will be sent to the store and DSM adding the Region Manager
  • On 4th and subsequent contacts the email reminder will include the format leader
Daily recaps of all pending escalations will continue as well


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