NCSP Workflow

NCSP Cases Workflow

Before mailing the customer

Case comment

Authorized user

Review any notes important about the case.

check Contract

SKP SUPPLIES SECTION

nc indicator

SKP Path: G>B>A>E

Located in Attachments or NCSP Opportunity

SKP Path: G>A>B>G>A

SF + SKP

Check Account name (to confirm that it is an IMGA case)

Check to match contract/case comments

Copy Cust ID > F1 (x3)

Copy Cust ID > F1

Check User: F2

Add NC > F1

Search User

check ap setup

check ap setup

Billing Address Section

Click on Settings

Log in

check list

Search User: Cust ID

Bill Trust (AP)

Bonus

Excel file

SalesForce

Click on Payment Settings

Check Customer Time Zone

Click on IGU

AP Yes

Click on Sign In As User

AP No

NCSP Cases Workflow

*poC* (Point of Contact)

Email

Send to the authorized user (if POC is NOT authorized) and request to add or be able to work with the POC provided in the case. Add this request in your email before sending.

email section

search template

Edit template

Under Customer Information, go to the Email section

Click the paper icon

Autopay Instructions

Send email

Copy Welcome Email and enter ALL info relevant to the case.

Click "Insert a template"

Ensure your contact information is entered in the email prior to sending!

Attach autopay instructions (PDF)

Shred

RM

Search Blank Template

Not received

SKP welcome

1. Call the customer as a follow up to the welcome call.

received

check list

Initial Welcome Call Date

- Check AP completion in BT

Excel file

2. Follow up with email reply ("I'm Sorry We Miss You template").

Bonus

Date Welcome Call Completed

Response

Task (SF)

- Check for any questions or changes cust has provided

Create a manual task for follow up

3. Proceed with additional attempts in 24 hours, then 48 hours.

- Proceed with order placement.

NCSP Cases Workflow

email transportation

Shred Cases

Use market escalations doc

order entry

Look up by District (appears in the supply order)

- Review the customer's data > F1

Supply order

skp supply

welcome packet

SKP Path: A>A

Initial Supply Order Date

-Service Type: SP (2) > F1 > F1

Transportation Team

Shred Welcome Email template

email transportation

Copy Cust ID > F1

- Add Supplies & Qtity > F1 > YES> F1

Supply Schedule Date

Welcome Packet Sent Date

- Include service frequency, and service type (on/offsite)

- Copy Order # and add to Case Comments

Order Type: F2 > E > F1

Supply Order Number

- Once transportation has been answered, visit profile must be created.

visit profile

SKP SErvice

visit profile

Check cust info > F1

Initial Service Order Date

SKP Path: A>H>A>A

remember!

Cycle

Service Schedule Date

Copy Cust ID > F1

Visit Profile

SKP Service (SF)

check list

Add Case comments to explain all actions taken.

Sched

Shred - Date VP Profile created

Excel file

Day of Week

Put Service Type > F1

Bonus

Start Cycle

Service Order Number

Select service address > F1

Post > F1