Jenny

 Included in this article:

1. Overview
2. STG14 (Speed to Guest 14 Days) Procedure
3. STG30 (Speed to Guest 30 Days) Procedure
4. How are they Scheduled?
5. How does Guest Care attend to the CSO Afterwards?
6. Speed to Guest Route Code List
7. Scheduled Appointments Time Frame Communication Flow Chart
8. Package AI Icons

1. Overview

Jenny’s an automated robot within Package AI (PAI), that is capable of communicating with our guests pertaining to technician bookings in the GTA region. Jenny will be contacting guests based upon the 885 repair teams recommendations on available scheduling within that region, as well as where the guest is located. We have two routes used for
technicians through Jenny. STG30 (Speed to guest 30 days) and STG14 (Speed to guest 14 days). Commitments have been made by the 885 repair teams to have these guests attended to within the 14 days or 30 days timeline (dependent on route code). 

      - We do not need to adjust STG route codes in PAI if a guest cancels. The 885 repair team will adjust PAI as needed, to ensure the guest does not lose their ‘spot in line’ 

      - GTA will adjust the tickle date on the CSOs that are scheduled 

2. STG14 (Speed to guest 14 days) Procedure

The 885 repair team has committed to having any guest under the STG14 route code attended to within a 2 week period. Below is the process to have Jenny attend to the guest: 

1. In the Customer tab of the CSO, select the soonest Thursday from the Service Date calendar 

      a. In the route code field, you should see a note that states ‘Put into EST – Next avail Thurs’ 

2. Estimate the CSO from the Status drop down menu 

Note: This will now allow the CSO to be pulled into PAI, where the 885 repair team will place this CSO into the floater queue within 1 week’s time, when a date becomes available.  

3. Inform the guest they will hear from Jenny within a week from the soonest Thursday 

Example: Today is Monday, the guest will be placed into the floater queue on Thursday and will hear from Jenny within 1 week from then. 

4. Update the Next Contact field to 3 business days after the estimated Thursday date selected

3. STG30 (Speed to guest 30 days) Procedure

The 885 repair team has committed to having any guest under the STG30 route code attended to within a 30 day period. Below is the process to have Jenny attend to the guest: 

1. In the Customer tab of the CSO, select the soonest 1^st or 15^th of the month from the Service Date calendar 

      a. In the route code field, you should see a note that states ‘Put into EST – 1^st or 15^th of mth’ 

2. Estimate the CSO from the Status drop down menu 

Note: This will now allow the CSO to be pulled into PAI, where the 885 repair team will place this CSO into the floater queue at the 1^st and 15^th of each month. 

3. Inform the guest they will hear from Jenny within a week from the 1^st or 15^th (whichever is sooner) 

Example: Today is Monday, the guest will be placed into the floater queue on the 1^st or the 15^th (whichever is sooner) and will hear from Jenny within 1 week from then.  

4. Update the Next Contact field to 1 week after the 1st or 15th (1st we would tickle for the 7th, for the 15th, we would tickle the 22nd).

4. How are they Scheduled?

STG14: Each Thursday, the new list of CSOs (which were placed into estimated, under the STG14 route codes within the past week) are placed into the floater queue by the 885 repair team. Within 1 week the guest will be notified from Jenny of an available date, 48 hours prior. The guest has two options: 

a. Accept date 

      a. Jenny will then Schedule the date with the guest via PAI 

b. Decline the date 

      a. The 885 repair team will reach out and see what dates work for the guest via Jenny 

      b. The guest can call Guest Care and advise what date will work for them 

            i. Guest Care will email all885repair@ashleytdg.ca to advise of the new dates 

            ii. Guest Care will inform the guest that Jenny will reach back out within 48 business hours, with a new date 

Note: If the guest declines 3 dates in a row through Jenny scheduling, they will be taken off the floater route code, and placed back into the queue, the following Thursday cycle. 

STG30: At the 1^st and 15^th of each month, the new list of CSOs (which were placed into estimated, under the STG30 route codes within the past 2 weeks) are placed into the floater queue by the 885 repair team. Within 1 week from being placed into the floater queue, the guest will be notified from Jenny of an available date, 48 hours prior. The guest has two options: 

a. Accept date 

      a. Jenny will then Schedule the date with the guest via PAI 

b. Decline the date 

      a. The 885 repair team will reach out and see what dates work for the guest via Jenny 

      b. The guest can call Guest Care and advise what date will work for them 

            i. Guest Care will email all885repair@ashleytdg.ca to advise of the new dates 

            ii. Guest Care will inform the guest that Jenny will reach back out within 48 business hours, with a new date 

Note: If the guest declines 3 dates in a row through Jenny scheduling, they will be taken off the floater route code, and placed back into the queue, the following cycle. 

5. How does Guest Care attend to the CSO afterwards?

When the CSO comes up on your tickle list, use the following process: 

1. Review PAI to determine if the guest has been scheduled 

      a. If so:

            i. Ensure the Service Status is SCH 

            ii. Update the Next Contact for the day after the scheduled appointment  

            iii. Update the Audit Comments Log “SCHEDULED THROUGH JENNY ON (insert date). TICKLING TO REFLECT. 

      b. If not:

            i. Call the guest to advise Jenny is still looking at available dates for them and they will be contacted once a date is confirmed

            ii. Ensure the Service Status is SCH 

            iii. Update the Next Contact 

                  - 1 week for STG14 routes 

                  - 2 weeks for STG30 routes 

            iv. Update the Audit Comment Log “CALLED GUEST / LVM TO ADVISE THAT JENNY IS REVIEWING AVAILABLE DATES AND REACH OUT ONCE KNOWN. TICKLING TO REFLECT. 

Note: 885 repair will adjust the Next Contact date in the CSO for the day after the scheduled appointment, once booked via Jenny.  

6. Speed to Guest Route Code List

The following route codes within Storis relating to either STG14 or STG30 are below for your reference:  

7. Scheduled Appointments Time Frame Communications

Note: Jenny Conducts time frame communications within Package AI via SMS, email and telephone. We will still attempt delivery or repair appointment at the scheduled time if the guest does not respond within the allotted time.

8. Package AI Icons

It's important you understand the icons referenced within the routes of Package AI.
Each icon represents the outcome of the stop, as well as communication fails associated with the stop.