Virtual Appointment Procedure

Virtual Appointment SOP 5-10-2022

Objective:

The main objective of this procedure is to thoroughly walk through the process of setting up a virtual appointment.

Responsibilities and authorities:

Marketing will provide leads to the call center for virtual prospects. Once a prospect is set for a virtual appointment, we will utilize a virtual admin team to confirm all the pieces are in play and ready for the zoom appointment demonstration with the factory rep on the date that is set.

Procedure:

1. Marketing uses websites and other social media to prospect for appointments

2. CIB rep or Customer fills out a virtual request form that goes to the Virtual Admin Team

   1. CIB rep qualifies window, doors, or siding only appointment – NO SUNROOMS

   2. CIB rep qualifies customer has a computer, and a smartphone to take the pictures

   3. CIB rep then fills out the virtual request form

3. Virtual Admin Rep will contact all prospects via phone, email, and through Hatch

   1. Virtual Admin Rep should reach out as soon as possible

   2. Virtual Admin Team goes over all qualifications once again - customer has a computer, smartphone, and details of the zoom appt.

   3. Virtual Admin Team will send out Hover instructions once qualified

      1. Create the urgency that once submitted quicker appt can be set

   4. Virtual Admin Team will go over the picture process to ensure a quality zoom appt with the prospect

   5. Virtual Admin Team will contact the prospect once approval of pictures has been delivered and schedule the virtual Zoom Appointment with the Virtual Factory Rep via A+ or CRM calendar.

4. Factory Rep has a zoom appt with the customer.

   1. Virtual Admin Team will reach out to prospects to confirm/ remind the day of the zoom appointment.

The form is located on the CIB Booking Tool in the top left corner and on the Champion Website.