Closing a Customer Service Order

Included in this article:

1. Overview
2. Methods of Closing a Customer Service Order (CSO)
3. Scenario's in which CSO's are Closed
4. Physically Closing a Customer Service Order
5. Reinstating a Closed Customer Service order  
6. Reinstating a Closed Customer Service order Procedure
7. Adding Advanced Customer Setting Notes 

1. Overview

Closing a CSO means that no further action of any type is required on the Customer Service Order. It is only at this point that our vendors can be billed. If a CSO is not closed, we are unable to retrieve payment from the vendors to which the furniture was distributed from.  

Open CSO = zero dollars to TDG, meaning we will not receive our share for the services rendered.  

There are three instances when a CSO can be closed: 

      § When all services are completed, and issue(s) resolved 

      § Guest has not responded to 3 attempts of contact 

      § Part order was directly shipped to the guest residence

2. Methods of Closing a Customer Service Order (CSO)

There are two methods of closing a Customer Service Order. 

1. Pending Close

      § This would be considered a Soft Close meaning the file is still open to be edited or adjusted, but signifies no further action or communication with guest is required 

      § Business Management is still able to make any necessary adjustments to the CSO 

      § This closing method would be used in all scenarios with the exception of manufacture exchanges, reselections, and refunds.  

      § The Service Status for this would be PCL 

      § The Coordinator Code would be CLS if all issues are resolved on the CSO 

2. Physically Closing a Customer Service Order

      § This would be considered a “Hard Close” meaning the file is no longer available for any adjustments, changes, or edits.  

      § This is only used for manufacture exchanges, reselections, refunds and PPP exchange, or reselections.  

      § The Service Status for this would be CLS 

      § The Coordinator Code would be CLS if all issues are resolved on the CSO 

Prior to Closing a CSO, it must meet the following criteria:

1. All charges are reviewed and changed from estimated to actual (inspection VS repair) 

2. All charges are entered correctly for billing purposes 

3. All approvals are noted within the Audit Comment Log of the service order  

  

3. Scenarios in which CSO's are Closed

The type of close you are using (Pending Close VS Physical Close) of a Customer Service Order depends on the chosen resolution option. 

       § 3 Attempts of Contact 

       § In-Home Service 

       § In-Shop Service 

       § Third-Party Depot  

       § Mailing Parts to a guest / Guest Picking up Parts 

       § Gift Certificates and Price Adjustments 

       § Replacements 

       § Customer Education / Scheduling a Delivery Team 

Note: If a guest had their cores replaced under the Tutoris extended warranty plan, we need to add a note to the guests advanced customer settings, to reflect this information. See Adding Advanced Customer Setting notes for a step by step guide.

3 Attempts of Contact

Prior to closing down a Customer Service Order due to no contact, the following process needs to occur: 

1. Contacted the guest once in the morning, and once in the evening (1^st and 2^nd attempt) 

2. Contacted the guest once on a Saturday (final attempt) 

§ 3^rd contact will be to notify the customer that their CSO will be closed 

3. All attempts were made over a 1-week period 

4. PCL the Service Status of that line item 

5. CLS the Coordinator Code  

Note: If parts have been ordered and small enough, they can be shipped to the guest (if unable to reach Guest after 3 attempts). View ‘Mailing Parts to Guest’ for a step by step. 

      § Includes a note outlining why the parts have been sent 

      § The guest can contact the Guest Care department to arrange for parts installation, if necessary 

      § Parts are thrown away after a period of time if they are too large to be mailed to the guest. 

  

In-Home Service

Prior to closing down a Customer Service Order as all issues resolved, the following process needs to occur: 

1. Review tech report in the Problem Code and Text to confirm the repair is completed 

2. Review Parts and Labor tabs to ensure we have the correct labor time, and we are charging the correct parties (Manufacture, Tutoris, Customer) 

3. Ensure we have authorization for repairs noted in the Audit Comments Log if this pertained to a Tutoris claim 

4. PCL the Service Status of that line item 

5. CLS the coordinator Code if all issues on CSO are now completed/resolved 

Note: If a guest had their cores replaced under the Tutoris extended warranty plan, we need to add a note to the guests advanced customer settings, to reflect this information. See Adding Advanced Customer Setting notes for a step by step guide. 

Note: Prior to closing the CSO due to a complete technician report, we need to contact the guest and confirm all issues are resolved.

  

In-Shop Service (COG)

Prior to closing down a Customer Service Order as the COG is complete, the following process needs to occur: 

1. Review tech report in the Problem Code and Text to confirm the repair is completed 

2. Review Parts and Labor tabs to ensure we have the correct labor time, and we are charging the correct parties (Manufacture, Tutoris, Customer) 

3. Ensure we have authorization for repairs if unit is under Tutoris. This would be noted in the Audit Comments Log 

4. Review Dispatch Track or Package AI to confirm re-delivery of COG was successful 

5. PCL the Service Status of that line item 

6. CLS the coordinator Code if all issues on CSO are now completed/resolved 

Note: If an item was brought in shop for repair under extended warranty, we need to ensure a delivery fee of $50.00 is charged in the CSO. To add this charge, complete the following process: 

8. Select the Charges tab  

9. Select the model number that the mileage is being charged for from the Linked Service Line drop-down menu  

10. Enter Mileage in Charge Product field 

11. Enter ‘1’ in the Quantity Ordered field 

12. Enter $50 in Unit Price Field 

13. Press Save  

14. Enter who is responsible for cost  

      a. PPP Code  

      b. PPPLP 

      c. PPPFB 

      d. PPPHS 

      e. PPPS

      f. PPPA4 

     g. Customer 

15. Press Save 

Note: If a guest had their cores replaced under the Tutoris extended warranty plan, we need to add a note to the guests advanced customer settings, to reflect this information. See Adding Advanced Customer Setting notes for a step by step guide. 

Note: Prior to closing the CSO due to a complete technician report, we need to contact the guest and confirm all issues are resolved. 

Third Party Service

Prior to closing down a Customer Service Order who was serviced by a third-party vendor, the following process needs to occur: 

1. Contact third party to confirm all issues resolved 

2. Contact guest to confirm all issues resolved 

3. Ensure we have authorization for repairs noted in the Audit Comments Log if this pertained to a Tutoris claim 

4. PCL the Service Status of that line item 

5. CLS the coordinator Code if all issues on CSO are now completed/resolved

Note: Prior to closing the CSO due to a complete technician report, we need to contact the guest and confirm all issues are resolved.

Mailing Parts / Customer Picking Up Parts

Prior to closing down a Customer Service Order due to parts being mailed or picked up by the guest, the following process needs to occur: 

1. Review Audit Comments Log or Problem Code and Text to confirm part was sent/picked up 

2. Review Parts and Labor tabs to ensure we have the correct labor time, and we are charging the correct parties (See Reviewing Charges within a Customer Service Order) 

3. Remove labor if the technician did not complete any in-home repairs  

4. PCL the Service Status of that line item 

5. CLS the coordinator Code if all issues on CSO are now completed/resolved 

Gift Certificate / Price Adjustment

Prior to closing down a Customer Service Order if a GC or PA was processed as resolution to the concerns, the following process needs to occur: 

2. Ensure submission of GC/PA request has been completed (check Audit Comments Log) 

3. Review Parts and Labor tabs to ensure we have the correct labor time, and we are charging the correct parties, if service was completed prior to GC/PA request 

4. Ensure we have the approval, if required, noted within the Audit Comments Log  

5. PCL the Service Status of that line item 

6. Change the Coordinator Code to one of the following: 

      § SGC the Coordinator Code if a Gift Card submission was made 

      § SPA the Coordinator Code if a Price Adjustment submission was made 

  

Replacements (Exchange, Reselection, Return)

Prior to closing down a Customer Service Order due to an exchange, reselection or return, the following process needs to occur: 

1. Review Parts and Labor tabs to ensure we have the correct labor time, and we are charging the correct party 

2. Ensure we have the approval for the exchange, reselection or return noted within the Audit Comments Log  

3. Physically close the Customer Service Order to enter the exchange, reselection or return 

  

Customer Education / Service Setup

Prior to closing down a Customer Service Order due to guest education or a service setup, the following process needs to occur: 

1. Do one of the following: 

      § If this CSO is being closed due to guest education, the followings steps are required: 

            - Ensure customer has been educated which would be noted in the Audit Comments Log  

      § If this CSO is being closed due to a service setup being scheduled, the following step is required: 

            - Review Package AI to ensure the service setup was completed and successful  

2. PCL the Service Status of that line item 

3. CLS the Coordinator Code if all issues on CSO are now completed/resolved 

4. Physically Closing a Customer Service Order

1. Go into the Customer Service Order 

2. In the Customer tab, Select any date from the Service Date field 

3. Set the Status field to Scheduled 

4. Copy the Customer Service Order number 

5. Save out of the Customer Service Order 

6. Go into a new Storis session and open the ‘Print an in-home work order’ screen 

7. Enter the Customer Service Order number in the ‘Service Order Number’ field 

8. Check off the Suppress Print box 

9. Click on the green checkered flag ‘Run’ icon 

10. Press OK to prompt 

      a. If prompt states: 1 ticket processed = OK 

      b. If prompt states: 0 tickets processed = Select new scheduled date in CSO 

11. Go back into your other Storis session and open the ‘Enter a Service Order’ screen  

12. Input the CSO number into the Customer Service Order field 

13. Select the Merchandise tab 

14. Press Edit on the line item to be closed 

15. Enter CLS in the Status field 

16. Respond Yes to prompt 

17. Click Save 

18. Update the Coordinator Code to CLS if all issues have been resolved on the CSO. This is located in the Customer tab 

19. Click Save twice to exit CSO 

20. Click on the green checkmark 

21. Click Save 

22. Click OK 

5. Reinstating a Closed Customer Service order

We reinstate a closed Customer Service Order when we have a guest contact us, stating the issue is not yet resolved (however we have closed and considered resolved on our end). Instead of creating a brand-new Customer Service Order and transferring all the details, we are simply able to reinstate the closed file and have the notes transfer over (Audit Comment Log would not transfer over). This saves us time, and ensures important details are not missed when creating the new Customer Service Order. 

6. Reinstating a closed CSO Procedure

Use this procedure when reinstating a closed CSO: 

1. Go to ‘Enter a Service Order’ screen in Storis 

2. Click the green add icon to generate the Customer Service Order number 

3. Enter the Customer Code into the ‘Customer Number’ field 

4. Actions > Reinstate Completed Service 

5. Enter closed Customer Service Order number into the ‘Document’ field and press tab 

6. In the ‘Line Reference Number’, enter the line number this item was on the closed CSO 

7. Press the green checkmark on the top right corner 

8. Press ‘Save’ 

 

Note: This will auto populate the guest Sales Order number, and bring you into the Merchandise tab 

  

9. Enter ‘NONE’ into the ‘Technician’ field 

10. Enter in the appropriate service status based upon the scenario 

11. Actions > Problem Code & Text 

12. Update the Problem Code and Text with the current issue, add in your Storis ID at the end 

 

13. Press Save’ twice and continue opening CSO as per standard operating procedure  

7. Adding Advanced Customer Settings Notes

After entering the technician report, use the following procedure when a guest had their cores replaced through the Tutoris extended warranty program, and the issue is resolved:

1. Close CSO as per SOP

2. In Storis, go to Advanced Customer Settings 

3. Input the Customer Code into the Customer Code field, and press tab

4. Choose Point of Sale from the left side panel

5. In Account Comments, enter the following note:

      CORES REPLACED UNDER TUTORIS FOR ITEM(S) (enter item numbers) on (insert date). CORE COVERAGE NOW FULFILLED.

6. Press Save