general operator phone script 3.5.14
DESCRIPTION
TRANSCRIPT
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
General Operator Phone Script 3.5.14.docx Page 1 of 22
Revised: 3/5/2014
INTRODUCTION:
Greeting: “Thank you for calling Yardi Systems, this is <insert your name> how may I direct your call?"
o If the caller asks for Sales, follow the steps under Software Inquiry to
determine where the call should be routed.
Typical Call Types:
o Software Inquiry
o Sales Representative
o Accounting Question
o User Limit Exceeded
o License Expiration
o Technical Support
o Training
o Conferences/Webinars
Determine reason for call and follow appropriate procedures.
SOFTWARE INQUIRY:
Determine if they are a current client: “Are you a current Yardi user?”
YES, Current Client:
o Ask for their company name or client PIN (Personal Identification Number) to
look up the name of their Sales Contact in yCRM (see “Looking Up Sales
Contact Information in YCRM”). Once you think you have located the
company in yCRM, ask the caller what city or state they are in or their main
phone number to confirm that you have the correct company. Client Services Client Review Client Click “Company” hyperlink Sales
Contact
o Transfer Client to the sales representative listed.
NO, Not a Current Client: Use the Lead Criteria/Sales Calculator
o “May I ask you a few qualifying questions to assure I transfer you to the appropriate sales rep?”
If the caller indicates they have already gone through this process, ask: “What is your company name?”
o Look up the company name in yCRM to determine if they are
already in our system as a prospect. If you think you have located
the company in yCRM, ask the caller what city or state they are in
or their main phone number to confirm that you have the correct
company. Client Services Company Review Company select company
Sales Contact
o Transfer the caller to the Sales Contact listed.
If this is a new Prospect inquiry: o Use the most current Sales Lead Qualification Criteria Calculator &
Region Breakout charts when asking the following questions to find
the correct sales person for the criteria/region:
The Lead Qualification Criteria Calculator & Region Breakout charts
are located on Client Central located under Sales Resources.
https://support.yardi.com/sales.asp
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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1) "What state is your company based in?” o If the caller is based in CA, ask “May I please have your zip code?”
2) "Do you have residential or commercial properties or both?”
o If Residential, ask “How many units do you manage?”
o “Are any of the units Affordable, HUD, Section 8 or Tax Credit
housing?” If more than 25% of the units are, select Affordable.
o If less than 25% of the units are Affordable, HUD, Section 8 or Tax
Credit housing or they are all Market Rate, select Multifamily.
o If Commercial, ask “How many square feet do you manage?"
If the sales person is in your office and asks to be notified prior to having a call
transferred, ask the prospect, "May I tell him/her who is calling?" and “What is your
company’s name?”, then place the caller on hold. Call the sales person to inform
them of the call, let them know the caller’s name and company name and that
they are on hold. If the sales person is on another line or is not available, offer to
connect the caller to that person’s voice mail or to take a message. If the caller
wants to go to voice mail, select the transfer key, dial the sales person’s extension
then hang up.
To call a salesperson in an outside office, select the transfer key, dial the person’s
4-digit extension, wait for the phone to ring once and then hang up.
o If the caller has been unsuccessful in their previous attempt to make
contact with their sales person dial 9+ the toll free or local number for the
corresponding office and wait for either an operator to pick up
(announce which salesperson the call is for and let the operator know the
caller wants to know if the sales person is available, hang up to complete
the transfer of the call). If you get an automated answer, dial the
extension, wait one ring & hang up.
When connecting to an offsite or mobile number, select the transfer key, dial 9 for
your outside line then 1+ the area code (if needed) and number, wait for the line
to ring once and hang up to complete the transfer.
When connecting to an international number, select the transfer key, dial 9 for
your outside line then 011+Country Code, City Code and Local Number. City Codes are not required on all calls. See example of calling Richard Gerritsen
(Director, European Sales) below: International Country Code City Code Local Telephone #
Access Code
011 31 20 565 0040
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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ACCOUNTS RECEIVABLE:
When to transfer a call to Accounts Receivable:
o Make a Payment
o Invoice Copy
o Invoice Question
o License File Expired or License File Expiration Message
Ask: "May I have your Client PIN or Company Name?" Use yCRM to look up the client’s Billing/Account Receivable Administrator’s
extension. This information can be found on the Client Screen under the Yardi
Contacts tab. Client Services Client Yardi Contacts
If the caller has not received a call back or must speak to a Billing/Account
Receivable and you are unable to make a “live” transfer; create a case in yCRM
and assign it to the Accounting Queue.
TECH SUPPORT:
Clients can enter a case via Client Central by visiting https://support.yardi.com/
(requires log-in credentials). The case will be sent directly to the team that
supports their account and an Application Specialist will make contact.
Clients not using Client Central can email support at
[email protected] and a case will be created.
Enter a support case in yCRM for the following Yardi Products:
o CTI/INSIGHT/RealmX
o Genesis
o Enterprise
o rCash
Transfer all support calls for the following Yardi Products as they offer Live Support:
See Commonly Requested Extension list with Yardi Product Support and extensions. o ASP/Conductor
o Beacon
o CB Richard Ellis (CBR Help Desk)
o Classic
o DIY
o HUD Home Store.com
o Lead Tracking Solutions (LTS) or PopCard
o PayScan
o Point2 Agent
o Point2 Property Manager/Clarus Property Manager
o Portal
o Property Shark
o rCash
o RentCafé
o Site Stuff
o Voyager
o Yardi Resident Screening
o YES Energy Management
In some cases, client cases may need to be escalated. See “Case Escalations”
for steps on how to create an Escalation email.
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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FREQUENT INQUIRIES:
Q: Can you transfer me to ___________ (specific name)?
A: Look up person in the “Company Directory” on Client Central
(https://support.yardi.com/clientcentral.asp) or on the table with commonly
requested extensions on the next page.
Q: Can I buy Yardi software anywhere?
A: No, only Yardi sells Yardi software (actually it is leased to the client), it cannot be
purchased off the shelf at places like Best Buy, Office Max, etc.
Q: How much does Yardi cost?
A: We offer a suite of products and modules that range in price and functionality. The
person should talk to a sales rep to get program and pricing info; receptionists and
admin members should never quote pricing.
Q: How much does Yardi training cost or where can I get Yardi training?
A: Yardi does not provide/offer training for non-Yardi clients. The cost of training is
factored into the purchase price of the program.
However, individuals looking for training on Yardi products who are not interested in
purchasing the software can visit www.Yardi.com for a list of Independent Consultants
authorized to provide Yardi training. (Pricing varies – Consultants keep their own price
lists) www.Yardi.com Services Independent Consultants
Q: I am interested in becoming a Yardi Consultant:
A: Transfer to Lina Parra at x1276
Q: I am calling to get more information about the YASC Conference:
A: Information about our User Conferences is located at www.Yardi.com under Events. www.Yardi.com Events
Clients can also email [email protected] for more information.
Anna Markmann at x1190 coordinates all YASC events.
Q: I am a current client and would like to know more about online training.
A: Transfer client to Lina Castanon at x1276 or Lynn Fogel x1717
Q: I want to stop using Yardi or want to decrease (or increase) the number of
users/properties/licenses I am paying for.
A: This call would go to the current sales representative as paperwork will be needed for
either termination or a revised license agreement.
Q: I have a question about my invoice or need a copy of an invoice.
A: This call should be transferred to the client’s Billing/Account Receivable Administrator.
Use yCRM to look up the client’s Billing/Account Receivable Administrator’s extension.
This information can be found on the Client Screen under the Yardi Contacts tab.
If they client must speak with and Accounts Receivable rep but you are unable to make a “live” transfer, please create a case via yCRM. (see A/R Case Entry)
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Q: I am getting a pop-up on my Yardi program that says my program will expire at the
end of the month.
A: Ask the client if they have already submitted payment for their license renewal for the
year or made a payment.
If they have not made a payment or payment has been made but they have not
received their renewed license file & loading instructions the call goes to their
Billing/Account Receivable Administrator.
Q: I have received my new license file and tried to load it, and now my system is locked
or I’m getting a message telling me to call Yardi Sales.
A: Please follow the appropriate steps to get the caller Technical Support.
Q: I’m getting a pop-up on Yardi that says, “User limit has been exceeded, call Yardi
Sales to add more users.”
A: Refer the caller to Technical Support for the program they use.
As a note: This is an error message that usually comes in batches; if you get one call you may be getting several more. In other cases, clients have attempted to add a user and by doing so have exceeded their contracted user limited. In either case, please follow the appropriate steps to get the caller Technical Support to have their system unlocked. Technical Support will refer the caller to their salesperson if changes are needed to their license file.
Q: I am getting a message on Yardi that say “conductor restart.”
A: Please transfer to Technical Support at x1763.
Q: If you receive a call from someone who is interested in “intergrading their product with
Yardi”, this falls under the Yardi Standard Interface Partnership Program.
A1: Refer the caller to www.Yardi.com and have them look under the “Services” tab and
then click the “Interfaces” link. Information about the program is detailed on this
page. If the caller is interested in joining the program they will need to complete the
Program Membership Form by clicking the link. There are additional forms for other
requests on this page as well. The responses for these requests are handled by our
Programming group and unfortunately this is no extension to transfer the caller. If the
caller insists on speaking with someone, please transfer them to their assigned sales
person or the sales person who handles prospects for their area.
A2: If the caller has already completed the form but has not received a response, an
escalation email can be sent to Sam McCabe [email protected] for follow-
up. Please DO NOT transfer calls to Sam.
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Q: I have an unfamiliar charge on my credit card or bank statement for “property
payment – rent”. I don’t know what Yardi is.
A: As a note, sometimes the caller will start by asking “What is Yardi and what do you do?” Here’s an answer that may resolve the issue upfront: Yardi is a software company that provides solutions for property and asset managers. Some of those solutions include processing payments for rent, utilities and application fees.
Below is a list of questions we should begin asking callers with concerns about unfamiliar
charges to their credit cards:
Are you currently renting/leasing a house or an apartment?
Do you pay your utilities to your property manager, YES Energy Management or
ista-NA?
Have you recently submitted an application to a property manager for a new
house or apartment?
Does another family member have this credit card?
Do you have a son/daughter away at school who uses this credit card to pay
their rent, utilities, etc.?
If the answer is yes to any of the above questions, refer the caller back to the Property
Manager or utility company.
If the answer is no to all of the above questions, please transfer the caller to either
Melanie Calbow x1448 or Martha Boneck x1729. Both Melanie & Martha have access to
look up detailed transaction information and give them answers. We DO NOT want to
tell the caller to “dispute” the charge; instead we want to leave that to Melanie or
Martha to determine.
Remember, our goal is to help the caller resolve their concern about the unfamiliar
charge to their credit card. These questions are less of a “script” but more of a way to
help the caller remember what may have been paid with their credit card.
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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CLIENT CENTRAL: COMPANY DIRECTORY
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Commonly Requested Extensions:
Accounting Dept. Billing Related Calls ONLY
For product billing/invoice or license payment inquires – use yCRM to look up the client’s
Billing/Account Receivable Administrator’s extension. This information can be found on the
Client Screen under the Yardi Contacts tab.
If the caller has not received a call back or must speak to a Billing/Account Receivable Administrator and you are unable to make a “live” transfer; create a case in yCRM and assign it to the Accounting Queue. See steps for Accounts Receivable (A/R) Case Entry.
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Human Resources Dept.
1208 Sally Parks VP HR - very few calls
1477 Beth Tinsley HR Manager - Travel (back-up), Condos
1169 Christen Portillo HR Assistant – New Hire paperwork, Employee Change
Notices
1673 Taylor Lindberg
HR Assistant – New Hire paperwork, Employee Change
Notices, employee discount program
1529 Erica Munoz Employee Benefits
1561 Julia Hardcastle Staffing Agency Inquiries
1553 Esteban Jimenez Travel, business cards Job Inquires/Application Status Requests: Please forward calls to respective HR/Recruiting
personnel.
Atlanta, GA – Chastity Cook x6277
Boston, MA – Elana Popp x1056
Cleveland, OH – Julia Hardcastle x1561
Colorado Springs, CO – Eve Campbell x2160
Dallas, TX – Feven Tekie x4720
Glen Head, NY – Julia Hardcastle x1561
Irving, TX – Feven Tekie x4720
Raleigh – Jackie Jones x4401
Santa Ana – Julia Hardcastle x1561
Santa Barbara – Julia Hardcastle x1561
Toronto, Canada – Jason Sears 904.807.2354
Liz Corwin x1538 OR
Email: [email protected]
ALL Employment Verifications, FSA questions, and Payroll
questions
Marketing & Publicity Dept. for a list of Industry Events/Seminars, Tradeshows & User Group contacts see the Marketing Plan in the Operator Job Aid folder
1424 Brigitta Eggleston National Marketing Manager – Main contact for NAA & ALL
1176 Jillian Hall Company Store
718-332-3345 Alyssa Ohman Affordable Housing shows
6226 Amy Harrington Affordable Housing shows
1619 Griselda VanWinkle Yardi Product Webinars and Lead Entry
1224 Helena Race
Multifamily & Government/Military shows – tradeshow
booths/logistics. Government Campaign Writer
1239 Jennifer Vogel Multifamily events (NMHC, NAA), Client Events & User
Groups
1422 Laura Atallah Commerical/IM Events (BOMA, Realcomm, IMN, NCREIF,
PEI PERE, IREM), MultifamilyPro Brainstorming
1445 Michelle Wisniewski Canadian events & campaigns
1226 Marty Ortiz Senior Housing & Condo show, some Client Events,
Tradeshow shipping logistics
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Marketing & Publicity Dept. Cont’d for a list of Industry Events/Seminars, Tradeshows & User Group contacts see the Marketing Plan in the Operator Job Aid folder
1347 Amy Delong Marketing Operations Manager
1255 Joel Nelson Case Studies, press releases, profiles
1466 Melissa Sutton Advertising & Campaigns Coordination
1307 Bill Sugino VP Portal Services – very few calls
1346 Elizabeth Giles Social Media, Campaign Deployment, Bus.Dev.
Training Dept
1276 Lina Castanon Yardi Client Training
1717 Lynn Fogel Yardi Client Training
1137 Patty Evans Yardi Employee Training
YASC Conference
1190 Anna Markmann YASC conferences & invoices
Legal Counsel
1389 Matt Dentinger Director, Legal Operations
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Yardi Product Support
Support Team Ext./Phone Number
E-mail or Client Central Support (requires log-in)
Advantage/Btrieve Transfer to sales using Sales Criteria
ASP connectivity/Conductor
Support 800.866.1124, opt. 3
Beacon Support X6146
BJ Murray (formerly Valiant) Transfer to sales using Sales Criteria
CB Richard Ellis (CBR
Helpdesk) x7547
CenterShift Self-storage software & service
provider
801.303.1300 (sales/service)
801.303.1333 (support)
(sales/service)
(support)
Classic – Live x6100 or 888.455.4714 [email protected]
Client Central
SB CSD Team can help retrieve log-in credentials for clients. Forward Client PIN and issue via email to Client Services.
Conductor restarts X1763
CTI/INSIGHT/RealmX
Enter a case via yCRM Clients can dial direct
800.390.7625, opt. 2
Genesis/Enterprise Enter a case via yCRM
HUDHome Store.com 866.777.2034
Lead Tracking Solutions (LTS) or
PopCard
X6569 or
866.800.9027
PayScan x4500 or 800.866.1124, opt. 1
Point2 Agent (property listing
service) 866.977.1777 [email protected]
Point2 Property
Manager/Clarus Property
Manager software (formerly
DIY) 866.602.9007
support@point2propertymana
ger.com
Portal 866.227.0222 x6
Professional/Btrieve Transfer to sales using Sales Criteria
Property Shark 718.715.1758 [email protected]
rCash X2051
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Support Team Ext./Phone Number
E-mail or Client Central Support (requires log-in)
RentCafé (Property Managers) 855-RENT Café (855-736-8223)
for Property Managers using
RentCafé as an Internet Listing
Service for their property.
Renter’s Insurance Companies
Peak Insurance Advisors, LLC - Resident Shield
ResidentShield Customer Service: 800.566.1186 Fax: 214.960.2834
Billing (Balboa Customer Care): 888.485.5525
24/7 Claims (Balboa Insurance Group): 800.323.7466
Physical Address
Peak Insurance Advisors, LLC
dba Multifamily Insurance Group
17738 Preston Road
Dallas, Texas 75252
Multifamily Insurance Group (for Property Managers)
Contact: 800.566.1186 Fax: 214.960.2834
Same Physical Address as above
Mailing Address
P.O. Box 794548
Dallas, TX 75379-4548
SiteStuff
877.778.7483
FAX – 800.214.5007 [email protected]
Voyager – Live x4500 or 800.866.1124, opt. 1 [email protected] http://support.yardi.com
Yardi Self Bill Program (For Residents making Rent or Utility on-line payments ONLY not service
questions or support) Billing
information updates and
payment confirmations.
Melanie Calbow x1448
Martha Boneck x1729 (if Melanie is unavailable)
Yardi Publications Publication Questions
MHN (Multi-Housing News)
CPE (Commercial Property
Executive) 212.977.0041
MHN & CPE Subscriptions New Subscriptions
Refer caller to:
for MHN:
www.multihousingnews.com
for CPE:
www.cpexecutive.com
Instructions:
Click “Subscriptions” on left
side of the page.
Click “Subscribe to our digital
magazine”
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Yardi Resident Screening (formerly RentGrow)
Clients: 800.736.8476
Applicant: 800.736.8476,
Option 2 or escalate to
Stephanie Giroux x3382 or
Jayme Yellin x3388
Client Concerns:
Applicant Concerns: [email protected]
YES Energy Management –
Resident Customer Service
Calls x2370 or 800.637.4242
YES Energy Management –
Administrative Calls
Property Meter Readings:
Matt Barrett (Manager - Installations) x2205
Jeramy Cannon (Sr. Manager – Field Operations) x2262
Property Manager Calls with YES General Questions:
Angie Houghton (Team Lead – Live Billing) x2222
Julie Bailey (Team Lead – UB Implementation) x2225
Dave Chown (Manager – CSD/Military) x2214
Amanda Lovelace (Team Lead – Live Utility Management) x2204
Annette Hubbell (Team Lead – Customer Svc.) 719-425-2102
Stan Pittman (Controller – Accounting) x2228
Alex Pedrazza (Team Lead – Live Billing) x2238
Martin Levkus (YES General Manager & Director of CSD) x2248 (Management issues and Escalated Client calls - ONLY)
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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LOOKING UP SALES CONTACT INFORMATION IN YCRM:
To look up a Client’s sales contact, locate Client’s account in yCRM by either entering
the Client ID# or Client Name (you can enter the any portion of the client’s name using the
wildcard symbol (%) to search all records with those characters).
Client ID search view
Client Name search view
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LOOKING UP SALES CONTACT INFORMATION IN YCRM (cont’d):
Click the Company name hyperlink
Click the Sales Contact tab
A list of sales/service contacts will be displayed. Select the appropriate “Active – Yes”
contact. Please see a description of the various contacts below.
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The following should be the basic transferring protocol for the various types of contacts
(in Sales only, CSD rules haven’t changed):
Salesperson – Basic sales inquiries, inquiries about core products, various types of
products; this is the main person to transfer to, and is most closely associated with
the original GoldMine Salesperson field
Services Rep – Only for sales inquiries regarding Call Center, Help Desk, or Cloud
Services
Screening Rep – Only for sales inquiries regarding Resident Screening / Credit
Screening services
Revenue Management Rep – Only for sales inquiries regarding RENTmaximizer or
revenue management
Utility Billing Rep – Only for inquiries regarding utility billing, Yardi Energy Services
SiteStuff Rep – Only for SiteStuff specific inquiries
Interfaces Admin – not for transfer unless they are an interface client (Vendor in
the ID/Status) – if it is a property management company interested in an
interface, they should go to the standard salesperson above
Presales – Shouldn’t transfer directly to presales, communication should go
through the salesperson (unless the Presales rep is asked for by name)
Global Rep – shouldn’t receive transfers
RVP – shouldn’t receive transfers
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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Accounts Receivable (A/R) Case Entry
If a caller must speak with an A/R Administrator but you are unable to make a
“live” transfer. Please follow these steps to create a case in yCRM:
Locate Client record in yCRM using the Client’s PIN, name search, etc.
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From the Client Screen: Click on “Add Quick Case”
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Quick Case Entry Screen
The blue shaded areas are “required’ fields. Please pay close attention to the following areas:
Case Priority: Select “Medium” unless the caller indicates they urgently need a
call back. If the request is urgent, set case to “High”
Issue Type: Select “Accounting”
Module: Select “Other”
Case Contact: Enter the contact person for the Client
Phone Number: Enter a contact number in the event the A/R has any questions.
Assigned To: Highlight the ID number in the box and hit delete
The following information box will appear: Click OK This will clear the “Assigned To” and “Notify by Email” fields
Assign To Team: Select “Accounting”
Brief Description: Enter a brief summary of the caller’s request.
Primary Status Change To: Change from “Closed” to “In Progress”
Secondary Status Changed To: Change from “Resolved” to “Servicing”
Activity Type: Select “Admin”
Quick Case Entry Screen: Once required fields are complete, click Save.
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The following “message box” will appear:
Click OK and the case will be saved.
There is no need to provide the caller with the Case ID number. The Accounting
Department will be monitoring their queue frequently and will make resolve the
case accordingly.
P H O N E S C R I P T F O R G E N E R A L O P E R A T O R R E C E P T I O N
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CASE ESCALATIONS: When to send an Escalation:
1. TECH ON SITE
2. Case Unreviewed for more than 4 hours
3. Check Printing Issues/ Micr line Issues
4. Cannot Login/ Server is Down 5. Angry/Frustrated Client
From the “Case Screen”
Under Functions, click “Notification Email”
From the “Case Log Activity” screen
Select Activity Type: Escalation Email
In the Subject line, please type “ESCALATION” (all CAPS) along with a short
description. This is helpful to the techs. Enter To-Email: Enter email that corresponds to the clients Program (see below)
Genesis: [email protected]
Voyager/ Enterprise: [email protected]
Classic: [email protected]
Professional: Refer to Sales Representative
Add a brief Message explaining reason for escalation
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CASE ESCALATIONS (cont’d):
Click Save