Tickle Process

At certain intervals over the life of a customer service call, you may want to contact the customer to inform them of the call’s status. For example, you may want to perform a follow-up phone call the day after a service call is resolved or to call the customer the day before a technician is scheduled to arrive.  STORIS offers a call-notification system called “tickling.”

Tickling reminds customer service representatives when customers need to be called. The process works based on the difference between the Last Contact date on the Enter a Service Order (Service Order entry) screen and the current system date. During the Day Ending Process, the system calculates the difference between those two dates for each open service order. If the difference equals or exceeds the number in the "Call Customer Days" field in the Service Control Settings (Customer Service ACF ), the system will add the service order to the assigned representative’s tickle list.

In addition, the tickling process is used to notify service employees when certain conditions change in assigned service orders. The activation of Tickle Processing is controlled by the Service Control Settings “Tickle Processing Active” field. To use this process, STORIS Messenger must also be active on the system.  

The following are conditions that require notification, along with who the system notifies when changes are made:

Assignment (Automatic or Manual)  

1. Coordinator - Automatic or Manual.

2. Service Technician – Manual only

3. Labor Technician – Manual only

Call Reminders (Automatic)

1. Coordinator

2. Service Technician

Scheduled Status

1. Coordinator – Header Status

2. Service Technician – Service Line Scheduled Status

Service Line Status  (Note that Task emails will not be assigned to the user who is making the change to the line status.)

1. Service Technician – Any change in the Service Line status.

Service Merchandise Movement (COG (customer's own goods) A feature of the Customer Service module via which you can identify an item on a service transaction as customer goods, for example the repair of a customer-owned item.'S are created, completed or deleted)

1. Coordinator

2. Service Technician

3. Labor Technician

Deletions

1. Coordinator – Service Order and Service line deletions.

2. Service Technician – Service Line Deletions

3. Labor Technician – Labor Line Deletions

Parts Commitment (Via Warehouse Receipts & EOD (End-of-Day) Also known as day-ending processing, an automated process you run at the end of a business day to update daily files. batch process)

1. Coordinator

2. Service Technician

3. Labor Technician