Mobile Removal Process

Zendesk Ticket:  

• Found in the individual open ticket folder in Zendesk.  Open the removal to be scheduled. 

Verify:

• Check for a Customer Saves ticket to validate the customer request.

• Call the customer to perform a removal kickoff.

Create Public Ticket

Scribe - Removals, Relocations, and Swaps

• Copy the internal ticket to a public one and removal any internal info.

• Add the Opportunity link, Zendesk link, 3rd Party Tech link(if applicable)

• Lift and freight info

Assign the Tech: 

• PV tech is first choice if within their range.

• Choose 3rd party if it is outside the techs range

Forklift/Freight

• PV tech with trailer do not need a lift

• For PV without a trailer or 3rd Party techs, the customer is asked to provide a forklift.

• BigRentz rental is created only as a last resort.

• Freight carrier is requested from the Shipping/Receiving Clerk who requests bids from selected carriers.

Calendar invitation: 

• Removal date is selected 28 days from the customer request date.  

• The calendar invitation is created from the information in the Public Ticket Format in Zendesk

• The guest list includes the TM for the account, the customer, PV tech and his supervisor(if applicable), 2X if chosen as the 3rd Party tech.

Follow up call:

• Call the customer 24-48 hours prior to the scheduled date to remind them of the visit and verify access and lift if the customer says they have one. 

• Advise the customer who is arriving and estimate the time of arrival.

Tech visit and completion:

• Verify the tech showed up and have him call or chat once his work is complete.

• Check the uploaded photos to verify the unit numbers match the ticket.

• Validate the Equipment is prepped properly for freight   Removal Shipping Requirements 

Close the ticket:  

• PV techs close their own tickets, the PM closes the tickets with 3rd party techs.

• Make sure to enter the correct removal date 

• Verify that any and all notes are up to date and complete then close the ticket

SalesForce Update: 

• Open each Opportunity for this customer, then open the Installations in each Opportunity.

• Open each item/device and complete the removal process. 

• Once all the items/devices have been removed, go to the opportunity and change the status from Installed to Project Closed.