D-2-1

Leads

To be completed by Team Director

“Thank you for calling Anything Computers.org This is _______ . Are you an existing member?”

Existing Member?

Yes
No
D-2-2

Existing Member? No

Spam?

No | This is a potential new Member

-or-

Yes | Mark Message as Spam
D-2-3

Take Information

To be completed by Team Director

 

Take Information

Create Customer

View Customer Information

Reach Out to Customer Via Phone

“Hello. My name is ________ Are you a Member or looking for one time support?”

Looking for One Time Support?

Transfer to Team Leader | Portal Home

-or-

Yes | One Time Support
D-2-4

One Time Support

To be completed by Team Director

 

One Time Remote Support Session –> $35/session/c

Notify Remote Agent

“Let me get a few things ready.”

Create Ticket

Ticket Title: Describe the initial issue

Issue Type: 0 – One Time Remote Session

Complete Issue Description: Your professional interpretation of the issue the Team Member is describing

Tech: Select Remote Agent

Assigned Customer Contact: Select Contact

SLA: —>

Add/View Charges: $0.00

Add New Item: 310 – ONE-TIME REMOTE SESSION

Make Invoice

Take Payment

Notify Remote Agent. Provide ticket number

Send One Time LogMeIn Support Ad Hoc Link

Add 6 digit code to ticket

Transfer call to Remote Agent

Back To Portal Home
D-2-5

Verify the Caller

To be completed by Team Director

 

Already Attached to Customer

Attach to Existing

View Customer Information | Open In New Tab

Pay as You go Member
Help Desk & Remote Access Members
Managed Services Member
Back To Portal Home
D-2-6

Pay As You Go Member

Invoices

 

Check for invoices that are 30 days past due.

No Past Due Invoices
Has Past Due Invoices
Back to Portal Home
D-2-7

Pay As You Go Member

Remote Support?

“Hello. My name is ________ . We received a message from you. “

“You are currently one of our Pay As You Go Members.

If you would like a Remote Support Session, I will just need to take payment for the $20 one-time Add-on.

Add On? | No
Add On | Yes?
Back to Portal Home
D-2-10

Pay As You Go Member

No – Remote Suport Session

“Not a problem. If you would like basic support only, I can create a ticket for you.”

Basic Support?

Basic Support? | No
Basic Support | Yes?
Back to Top
D-2-11

Pay As You Go Member

Yes – Basic Support

Create Ticket

Priority: 2 Normal

Assignee: Select Remote Agent

Type: Pay As You Go Plan – Remote Session Included

SLA: —>

Continue
Back to Portal Home
D-2-8

Pay As You Go Member

Yes – Remote Suport Session

“Give me a few moments to get things ready on my end.”

Create Ticket

Priority: 2 Normal

Assignee: Select Remote Agent

Type: Pay As You Go Plan – Remote Session Included

SLA: —>