STR Customer approves a quote (SOP)

Many services require a quote before booking.  This quote is sent to the customer for approval before the booking is made.  Quote approval can be received via a web form in STR Support or by email.

When quote approval is received

If priority = not urgent

1. Create booking from quote in AP using preferred service date & earliest start time

1. Enter alternative date and time options
2. Assign cleaner to booking and copy cleaner email address

2. On ZD ticket

1. Use macro: STR Request for Job to SP adding any relevant information collected in the customer ticket →
2. Paste cleaner email address to send macro message as a side conversation

If priority = urgent

1. Same steps as above AND use macro: SMS: STR Request for Job to SP

2. If cleaner REPLIES YES then use macro: STR Confirm Job to PM and ensure service date and time are correct in macro → ticket is solved

3. If cleaner REPLIES with alternative date and/or time

1. Update booking date and time in AP
2. Use macro: STR Confirm Job to PM and ensure service date and time are correct in macro → ticket is solved

 

If NO REPLY or cleaner REPLIES NO → Escalate to Level 2

 

Follow up

If there is no reply from the cleaner it is necessary to follow up.  The time to follow up depends on how soon the job is required (the urgency). 

If priority = not urgent

NO REPLY from cleaner in 4 hours

1. Use macro: SMS: STR Request for Job to SP →

2. If NO REPLY within another 4 hours then use macro: SMS: STR Service request to SP

3. If cleaner REPLIES with alternative date and/or time

1. Update booking date and time in AP
2. Use macro: STR Confirm Job to PM and ensure service date and time are correct in macro → ticket is solved

If NO REPLY or cleaner REPLIES NO → Escalate to Level 2