MBS CUSTOMER EXPERIENCES: HOW’D YOU DO IT Bonnie Faulkner & Terri Hunt

TASK MANAGEMENT – REVIEW AND TIPS

Reminder: Presets for Search Criteria fields – user preference Deposit Satisfied field – red/green Edit Service icon vs. Display Service icon Session View tab – by Subscriber ID or Session ID TASK VIEW 3www.cdg.ws

Deposit Satisfied field and Search Criteria presets TASK VIEW – NEW DEPOSITS FIELD 4www.cdg.ws

Enter Subscriber ID or Session ID NEW SESSION VIEW TAB 5www.cdg.ws

DEPARTMENT TASKS – SUMMARY VIEW 6www.cdg.ws

View scheduled Trouble Tickets on the Calendar tab Change date on task work Hide SAM/hide Trouble Tickets Override time slot or block time slot CALENDAR OPTIONS 7www.cdg.ws

Select the time slot and the Company Department Time Slot Override Details screen display – more tasks can be added or the slot can be blocked out due to meeting, illness, etc. OVERRIDE TIME SLOT 8www.cdg.ws

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SAM FOR CUSTOMER CARE USERS

Sam Sync and Sam Override buttons on any service screen SAM Sync Allows users to sync up the billing information with the switch information Sam Override Allows setting features to be ignored or overridden by SAM SAM BUTTONS IN CUSTOMER CARE 11www.cdg.ws

SAM SESSION SERVICE PROVISIONING 12www.cdg.ws Access from the main tool bar on the right side of the Customer Care screen

New install SAM status updates in both areas SAM SESSION SERVICE PROVISIONING 13www.cdg.ws

If a user fails to close the session, so SAM can work the task, the Session Service Provisioning screen will show: SAM SESSION SERVICE PROVISIONING 14www.cdg.ws

RESET BUTTON FOR SAM 15www.cdg.ws On those rare occasions when the user needs to send something to update in an incomplete session and the user is not able to trigger SAM to pick up tasks as normal, right- click on the task and select Reset

Users sometimes future date tasks and need to change those task dates for SAM Go to the System Batch Action Queue screen in Utilities and find the future dated task CHANGE DUE DATE/TIME FOR SAM TASKS 16www.cdg.ws

Find the customer, select the task row and click Open SYSTEM BATCH ACTION QUEUE 17www.cdg.ws

UTILITIES – SYSTEM BATCH ACTION QUEUE 18www.cdg.ws Now you will see the date field as modifiable and you can change the date now or in the past and SAM will work it immediately.

New screen in Utilities SAM Request Log SAM REQUEST LOG – UTILITIES SCREEN 19www.cdg.ws

Details on all SAM requests NEW SAM REQUEST LOG DETAILS SCREEN 20www.cdg.ws

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PROMOTIONS – THE 411

Add functionality to support a temporary price discount thru a particular date Discount can be a flat amount or % discount Option to automatically install a charge and/or automatically out a charge using a promotion Contracts and promotions can be set up together on the Service Install wizard WHAT DO PROMOTIONS DO? 23www.cdg.ws

Set up promotions on Company Promotions screen (found under the Configuration menu option) Promotions can be used in 3 ways Charge code – Added when promotion begins and life of the charge code expires in a certain timeframe (charge code contains the discount) Automatically discount percent or flat rate of charges Vacation rate – Allows customers to use a vacation rate for a limited amount of time and the promotion allows the discount for the vacation rate to begin and expire based on company requirements HOW ARE PROMOTIONS SET UP? 24www.cdg.ws

Sample promotion with charge code Charge code is limited to 1 year HOW ARE PROMOTIONS SET UP ? 25www.cdg.ws

Sample of vacation rate set up as promotion 100% discount is limited to 6 months HOW ARE PROMOTIONS SET UP? 26www.cdg.ws

Discount for 12 months on 1 charge code Discount price is what customer will pay for 12 months HOW ARE PROMOTIONS SET UP? 27www.cdg.ws

PROMOTIONS CAN REDUCE BUNDLED RATE 28www.cdg.ws

Monitor promotions and contracts using Utilities screens Company Contract Expiration Company Promotion Expiration Monitor both from the Dashboard gadget MONITOR CUSTOMERS ON PROMOTIONS 29www.cdg.ws

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