Missing Documents Pipeline Training

SOP: Agency Zoom Service Center Missing Documents Pipeline

Objective:

To effectively manage missing documents in the Agency Zoom Service Center by creating service tickets and moving them through the pipeline to ensure timely completion and submission of required documents.

Key Steps:

1. Creating a Ticket:

   • Click on the global add button to create a new service ticket.

   • Enter the customer's name and search for the customer.

   • Select the relevant policy and specify the missing document.

   • Choose the appropriate stage based on how the document needs to be completed (e.g., agency e-sign, mail out, carrier e-sign).

   • Assign the ticket to the right person and set a due date.

   • Save the ticket.

2. Moving Through Stages:

   • Move the ticket through stages like agency e-sign, receive, send to carrier, and declined based on the progress of document completion.

   • Read through automated emails and text messages triggered by the stage to keep customers informed.

   • Follow up with reminders and call prompts as necessary.

3. Handling Declined Documents:

   • If a document is declined by the carrier, move the ticket to the declined stage.

   • Automated outbound communication will inform the customer of the issue and the next steps.

   • Edit and resend the document for approval, moving it back to the send to carrier stage.

4. Completing Service Request:

   • Once the document is accepted by the carrier, complete the service request.

   • Send a survey to the customer to gather feedback on their experience.

5. Handling Uncompleted Documents:

   • If a document remains uncompleted, the system will automatically complete the ticket after the due date.

   • Receive a task to follow up with the customer on next steps, such as policy cancellation or re-engagement efforts.

6. Reviewing Customer History:

   • Check the customer's service history to track all communication and efforts related to missing documents.

   • Use the activities section to view emails, text messages, tasks, and call history for each service ticket.

Cautionary Notes:

• Ensure accurate categorization of missing documents to trigger the correct automation.

• Follow up promptly with customers to avoid delays in document submission.

• Verify customer opt-in status before sending text messages.

Tips for Efficiency:

• Familiarize yourself with the automated emails and text messages triggered by each stage.

• Utilize tags like three-day warnings for urgent document submissions.

• Regularly review and update customer service history for accurate tracking and follow-up.