Inspections Pipeline Training

SOP: Service Center Inspection Pipeline Management

Objective

The objective of this SOP is to guide team members on how to effectively manage service tickets in the inspection pipeline using the service center platform.

Key Steps

1. Opening a Service Ticket:

   • Click on the universal add button in the top right corner.

   • Select "Add a service request".

   • Enter the necessary details like service request description, customer, policy, category, priority, assignee, due date, notes, and attachments.

   • Save the service request.

2. Reviewing and Moving the Ticket:

   • Review the inspection report and verify next steps.

   • Move the ticket to the next stage (e.g., "Deliver to client").

   • Contact the customer to review next steps.

3. Following Up and Collecting Outstanding Items:

   • Keep the task open until the outstanding items are collected.

   • Set reminders for follow-ups with the customer.

   • Update task notes as needed.

4. Sending Documentation to Carrier:

   • Send necessary documentation to the carrier.

   • Set reminders for confirmation and satisfaction from the carrier.

   • Close the ticket once the carrier confirms receipt and satisfaction.

5. Customer Survey and Completion:

   • Survey the customer for feedback on the service provided.

   • Complete the service ticket and cancel any remaining tasks.

   • Confirm completion and request feedback from the customer.

Cautionary Notes

• Ensure all details are accurately entered to avoid confusion or delays.

• Follow up promptly with customers to collect outstanding items.

• Double-check attachments and notes before saving the service request.

Tips for Efficiency

• Utilize automation features for reminders and follow-ups.

• Keep track of due dates and follow-up tasks to ensure timely completion.

• Use the list view in the service center to filter and manage all open service tickets efficiently.