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.



    • Related Articles

    • New Prospect and Client Intake Instructions (New Customer)

      This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account ...

    • Workflow: New User (New Contact) for Current Customer

      Any time a new user is onboarded, whether the customer explicitly says so or not, you (the person responsible for the ticket at any given time) must perform the following action to ensure they are properly onboarded in our systems and in the ...

    • Account Classifications in Autotask: Managed Services vs. Break/Fix

      Explanation of Managed Services vs. Break/Fix In the IT field, from a business standpoint, there are two types of customers: break/fix and managed services. Our managed services customers (also called RMM for "Remote Management And Monitoring") are ...

    • RMM Workstation Setups, Swaps, and Removals: Workflow

      Adding an RMM Workstation or Swapping Users on an Existing RMM workstation. Start with ticket category: Curr MSA, add/del device/service Use ticket template 072: [Current Customer] RMM New Device Setup Follow instructions in the ticket description to ...

    • New RMM or Backup Service contract procedures

      New Services (RMM/Backup) contract procedures These instructions assume the following: Customer has signed contract via DocuSign. Customer has also signed the T & C (general consulting) agreement. Otherwise send this agreement via Docusign. I. Create ...