1. Scheduling Operations

2. Agenda
• 2015 Scheduling Operations
– E911 UPDATE address*
– Hourglass approval SmartVP installation
– Invitations & Service Request
– Notifying “@” Contact Ownership
• Opportunities
• Service Request
• Cases
– Field Solutions

3. CUSTOMER
Tech Managers
Technicians
Schedulers Schedulers
Approvers
Scheduling
Coordinator
Scheduling
Coordinator
Executives
Scheduling Operations 2015

4. Approval Request Submitted
Management Approval
Technical Review Approval
Ready for scheduling
SmartVP installation

5. SERVICE
REQUEST
Schedulers
Scheduling
Coordinator
SERVICE
REQUEST
Technicians
Tech Managers
SCHEDULED
Executives
UNSCHEDULED
Service Request Flow Chart 2015
NOTES &
ATTACHMENTS
NOTES &
ATTACHMENTS

6. Invitations
Service Request
Inside Sales Customer Care National Accounts Major Accounts
Approvers
Schedulers
Rejected Approved
Low Bandwidth
Other VRS providers
Qualification for
SmartVP
Renewal

7. Service Visit
Inside Sales Customer Care National Accounts Major Accounts
Schedulers
Opportunities Cases Cases Cases
Post @Albert Quilala
or
Schedulers via video-phone
Related to
Opportunities*
Cases