New Break/Fix Customer Workflow

New Break/Fix Customer Workflow

  1.  Customer info is taken either via contact form, chat (coming soon) or phone. Detailed list of Info to get during phone call is coming but should include number of computers, server, referral, address, phone, email (repeated back to them), name (spelled out and repeated back to them).
  2. Confirm customer is within our service area.
  3. Confirm machine is not too old and OS is supported. 
  4. Customer is entered in AT with account type  “prospect”
  5. Customer confirms they want an appointment.
  6. Customer account type is changed to “customer."
  7. Set account classification to R0 for residential break/fix customer or BN for business or non-profit break/fix customer.
  8. Set Help Desk UDF to "none - as tech is available."
  9. Ticket is created with status “pending paperwork” if they haven’t returned it yet. Either remote or onsite template should be used.
  10. Customer is SENT T and C using Docusign.
  11. Customer e-signs T and C .
  12. T and C PDF is downloaded from Docusign into client folder from Docusign. (Create new folder if needed. (Use exact same name as Autotask account name) .
  13. For new residential customers, customer pays in advance based on tech estimate. Notify customer this is only an estimate, not a guarantee. Alternatively, customer can add an autopay credit card in invoiced.com.
  14. Service call is scheduled.
  15. Ticket status is changed to “scheduled – external tech” or “scheduled internal tech” as appropriate.
  16. Ticket Due Date is changed to date of service call.
  17. Tech is sent assignment.



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