Embedded Files
SCHEDULING AND DRIVE TIMES
SCHEDULING AND DRIVE TIMES
Do not schedule any account more than 45 mins away from the surveyors previous and next appointment without approval from a member of your leadership team
There will be a line that runs from the beginning of the service appointment past the end of the service appointment this is the drive time from home base between appointments and back to home base.
Try to make sure this line is not ridiculously long especially with an arrow pointing past. That means the drive time averages over 2 hours
Make sure this line does not overlap with another service appointment. You should also be checking drive time in Google maps everytime you schedule.
Highlighted below in yellow on image 1 is how NOT to schedule with drive times in mind
Image 1:
Highlighted below in yellow on image 2 is how to schedule properly with drive times in mind
Image 2:
Always double check drive times in Google Maps to make sure the drive time is not past the allowed time per market. This is required. We should not just be going off of the scheduling lines in gantt in fact you should not even schedule until you have confirmed it will work with drive times in google from appointment to appointment. Below are the different types of slots:
8 AM, 10 AM, 12 PM, 2 PM, & 4PM | 30 min drive time max
8 AM, 10:30 AM, 1 PM, & 3:30 PM | 45 min drive time max
If skipping a slot when scheduling you can only schedule a max of an hour and 30 minutes (double the max drive time) an example of this would be scheduling a 1 PM when there is already a 8 am. Max allowed between is 1 hour and 30 mins and we should really keep it below that. When Drive times beyond the maxs need to be approved by a member of leadership. You can google chat in the team help chats for this. DO NOT SCHEDULE unless you have approval.
NO RESPONSE FROM CUSTOMER - CANCELLATION IN PROGRESS
NO RESPONSE FROM CUSTOMER - CANCELLATION IN PROGRESS
When we need to reschedule a Site Survey or schedule a Resurvey we reach out to the customer and attempt to schedule for the soonest date available/the date that works best for the customer.
1 contact attempt = 1 call and 1 text
We need to attempt to reach them through call AND text for EVERY attempt until we have reached 10 contact attempts in 10 business days. After 5 contact attempts, we need to notify the Sales Liaison over the account through their urgent queue.
If we hit 10 contact attempts we need 10 business days from our initial scheduling attempt. If the customer contacts back to anyone within the 10 business days while we are contacting, the 10 days resets
10 calls, 10 texts, over 10 business days
To notify the Liaison through their Urgent Queue, mark the Urgent Action Required date and assign Urgent Department Needed to Sales Liaisons in the project note you leave on the account.
If we hit 10 contact attempts we must also have at least 10 business days without contact with the customer before the account can be canceled. If we have had no contact with the customer for 10 business days and 10 contact attempts, the account can be pushed into CIP (Cancellation In Progress).
To place the account into CIP notify Austin Sobrio or Tanner Prestwich through Chatter. DO NOT notify unless we have pushed the account to the Sales Liaison Urgent Queue
DO NOT place the account in CIP or On-Hold yourself.
CUSTOMER CANCEL
CUSTOMER CANCEL
When a customer contacts any Operations team at ION to cancel their account, that deparmtnet must notify the Liaison. The Liaison will then review the account and notify Site Survey that a Survey needs to be canceled if there is one scheduled.
Page updated
Report abuse