Installation scheduling and service activation
The service is already sold and approved. What's missing is someone actually getting the customer to agree on when to install it.
Where it gets stuck today
- Most cases need more than one contact attempt, and every attempt is made by a person who has other things to do as well.
- Addresses that don't exist on the map: areas without street names, landmarks instead of numbers, two homes with the same name.
- The case sits waiting for a piece of data or a credential that lives in another team, and nobody knows how many days it has been stalled until the customer complains.
What the agent does
- 01
It takes the case as soon as it's approved, without waiting for someone to assign it.
- 02
It contacts the customer on the channel where they actually reply and proposes a date and time.
- 03
It resolves the address when there's no street name: it accepts a landmark, a shared location or a photo of the front of the building, instead of getting stuck.
- 04
It confirms the installation details and records them in your system.
- 05
It delivers the credentials or access the customer needs for the day of the visit.
- 06
It follows up if there's no reply and reschedules when the customer cancels.
- 07
It escalates to a person only when the case needs judgment.
Systems
Your CRM, your operations system, WhatsApp and email.
What's measured
Days between approval and completed installation, percentage of cases closed without human intervention, and contact attempts per case.