DexComm Procedures
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Dexcom is the Blaze 3rd party answering service. They have access to our Service Titan and can book calls for us. This is very helpful to us and our customers; however, we need to make sure that we double-check everything they do to ensure accuracy. All their calls will be in the Dashboard under Agent Scorecard DexBlaze and will also have a corresponding email.
Things to check for job they booked:
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Warranty calls. Make sure jobs are not pushed out if the system was installed by us within the year. For new installations the contract states that we must be out within 24 hours, or we have to write them a $500.00 check.
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Level 5 calls are not pushed out. We want to get to those calls same day.
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Add Level Tag
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Add AM/PM Tag
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Confirm they booked call under correct Business unit
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Confirm they booked call under correct Service Titan tenant.
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Add any information in the job summary that they forgot to type.
Calls Dexcom cannot assist with.
Dexcom will get calls for Parts, Tech ETA, Estimates and Billing questions. These types of calls Dexcom cannot answer. We need to make sure we are handling these calls accordingly. In the Dashboard they have their own Agent Score Card. (DexBlaze).
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If for any reason Dexcom does not book the job, please call the customer right away to get them on the schedule. If they don’t answer the phone, follow up with a Text. If you don’t make contact with the customer, please book the job with as much information as you can. Make sure you put a Bold Note at the top of the Job Summary Stating to Confirm appointment with customer before heading out. This way we are not missing out on any opportunities.
When you have handled this call please place your name on the summary on the call disposition. This way the next CSR knows it has been handled. We NEVER want to take DexBlaze off as the Agent. This helps us to keep track of everything they do for us.
To add your name:
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Click on the call
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Click on I’d like to Reclassify this call.
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In summary add your name
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Save
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Emails
Each store will have their own Inbox. Once you complete the steps above, please move the email from Dexcom to the Completed file. We never want to delete the message. If you delete it out of your inbox, it will delete out of everyone.