Work Orders & Service Calls

Describe the Creation of Work Orders & Service Calls – Subscriber & Unit.

The creation of a Work Order or Service Call is done on-line, interactively, by the CSR, while the subscriber is on the phone. When the CSR selects the command key to create a work order, the System will automatically determine whether this is a new subscriber, new unit, disconnect, reconnect or change of service. When confirmed, the System will display the work order screen with the subscriber’s current services, and all available services at that location.

The CSR then enters the desired service and the System will calculate the monthly rental, prorations, installation charges, security deposit (if applicable), the amount to be collected from the subscriber and determine the next available appointment when there is sufficient time for the work to be performed. If the customer changes his mind, the CSR simply makes the changes on screen, and the system will recalculate the charges and appointment time. The CSR can – based on their security level, override installation charges if desired. The System allows the work order to be modified or cancelled prior to being completed.

All personnel on the System can immediately access all work orders, even work orders that have just been created. This eliminates the need to telephone or manually send a written work order from customer service to your service personnel. The System can automatically fax all work orders to remote technicians, either immediately, or in a daily batch.

What is the process when a subscriber moves or disconnects?

The RR Enterprises is the only system in the world that has the capability of moving or transferring a subscriber from one address to another active unit, with only one work order. The System automatically moves the subscriber to his new address, disconnects the previous subscriber, and sends the previous subscriber a final, pro-rated invoice. It then automatically generates a marketing letter to the next occupant at the old unit, and leaves the unit live for a pre-determined period, usually 10 days. If no one calls in 10 days, the System automatically generates a disconnect work order. This can save a truck roll and capture the new occupant much more quickly.

Our customers estimate this feature alone saves them 15% on their field operating costs. It is possible for our system to automatically accomplish this only because of two completely separate relational databases, one for the subscriber and one for the unit (service location). A third member of our relational databases revolves around serialised inventory items.

Outline the scope of customer notes/comments and paperless dispatch and in-field consumer applications.

The subscriber’s notes have become smart notes. You may track notes by code and entry dates. The notes are also equipped with reminder dates. If notes do exist for a specific date – the system will acknowledge it’s existence and due date by printing for each user a report at the end of the day.

The CSR will create service calls and work orders. The dispatcher will be allowed to select and dispatch the work by phone. The dispatcher will then flag the call as being transmitted. The status of the call is obvious to all CSR’s once they access the service call program via the subscriber’s account. The service call is completed in the field by the technician who in return is completed on the system once the dispatcher received the confirmation call. All of this happens on the screen.

The work orders may be dispatched or printed. Most companies will use the work order form as a contract between the subscriber and the Cable Company. A copy of the work order will be brought back by the technician and completed on the system by the dispatcher. The dispatcher may use the system and complete on line if he or she selects to do so.

Qualcomm will allow direct dispatching and completion on line. The system will direct the work order to the technician and once completed in the field the technician will complete the work order, enter the payment, and attach the inventory item directly on the system.

What access is there to in-process Work Orders?

All personnel on the System can immediately access all work orders, even work orders that have just been created. This eliminates the need to telephone or manually send a written work order from customer service to your service personnel. The System can automatically fax all work orders to remote technicians, either immediately, or in a daily batch.

Describe the details of the Work order process to include purpose, special directions, services and discount and campaigns references. The User begins completing the work order by recalling the work order onto the screen and verifying the installed services and date. Any necessary updates can be made on-screen. Based on this information, the System automatically posts the correct charges to the account. For new subscribers, the installation charge and the first month’s rental are posted. For existing subscribers, the System will prorate the monthly rental, and post any service/installation charges.

The System will automatically give any customer signing-up any current promo they qualify for, and the CSR does not have to remember or consult anything about the campaign, the System does it for them!

Service Calls

A Service Call is different than a Work Order. Essentially, a Service Call is a trouble call. A CSR can enter a service call from the main subscriber data screen or the unit inquiry display. When they input a service call, the caller’s name, the nature of the call and the table driven Priority Code must be entered to trigger the Service Standard tracking. The system will automatically log the time and date of the call and will assign the call a number. If the problem has an obvious solution, the CSR can give the subscriber the answer on-line and complete the call immediately. When there is a problem relating to a specific area that will precipitate subscriber calls, Dispatch can enter Community Notes, which are highlighted on the screen for that Community, and instantly available to the CSR. All calls received are stored in a file that can be automatically or manually dispatched.

Service Call Charging

On this System you can pre-define all the different types of service calls your company makes, and whether a truck is required. If necessary, the CSR can enter a charge for a service call when the call is completed. The System immediately updates the account.

Service Call History

All information relating to all service calls is permanently retained, both for the subscriber and unit. No data is ever purged. Data is instantly available on-line, whether or not it is a currently active unit. While on the phone handling a service call, the CSR can review the history of all service calls ever made at that unit, or by the subscriber, no matter where the person has ever lived on the cable system.

How do you capture new network data as construction proceeds?

With the use of our Plant Layout feature, the System allows you to flag the units at one or multiple (technical) plant set criteria. We offer an implode and explode function where you may display the units, i.e. from the Head End (highest level) to the lowest location level.

Once the selection has been identified, it may also be attached to different triggers, which will in return be directed to the dispatcher by using his ID and working session.

Outages or problem areas will be identified more quickly and this may eliminate quite a few truck rolls in trying to locate the problem.