Procedures

Work Order Procedure

Start from here if the customer has NOT entered a service/work form

1. Take the information that you got from the call (using the phone script) to input into the work order form. The google form from our site. Such as name phone number, etc.

Start from here if the customer has already entered a work form.

2. Double check information is correct in the Google spreadsheet. Does it make sense?

3. Send an email that confirms that we have received the equipment and will begin working on the system (must respond within 24 hours).

4. Fill in columns M, N, P, and T. Those columns are Technician assigned, Initial Customer Contact, Date assigned, and Equipment given. All must be filled in before moving to Spiceworks.

5. Log into SpiceWorks, click on new ticket, and fill out the following categories: Summary, description, assigned to, and priority. Make sure the technician assigned in SpiceWorks is the same as the one on the google sheet.

6. After the ticket is created, contact the team member about it, either telling them face to face, or email, to inform them about their new ticket.

7. Let the assigned team member/s work on the issue.

8. Team members working on the issue will send an email update to assigned customer if needed (if there is a big change in functionality, or possible date of delivery). Assigned members should leave notes on a daily basis on spiceworks. After leaving notes in spiceworks, copy a shortened version into the google sheets.

9. After the issue is resolved and the equipment is DELIVERED, the team members can close the ticket.

10.After the ticket is closed and the equipment is delivered back to the customer in full functionality, the job assigner (same person that assigns jobs in spiceworks) sends an email with the satisfaction survey. Use customer satisfaction survey template.

11. Update the date completed, customer update, resolved, and recept # in the google sheet.

12. After customer has given feedback, give out compliments or constructive criticism if needed.

Work Order Procedure (Technician)

This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.

1. Check Spiceworks DAILY.
2. If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
3. If you are working with someone, talk to them before doing anything.
4. Email any customers that are assigned on your work order.
5. Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.
6. After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.
7. Update customers every 2 days at most via email.
8. Email a customer when their device(s) is/are ready for pickup.
9. tbc