Meeting Title: Andy Feedback and Cancellations Working Session Date: 2025-09-24 Meeting participants: read.ai meeting notes, Amber Lin, JanieceGarcia, ShannonMartinez
WEBVTT
1 00:03:18.890 ⇒ 00:03:20.240 Amber Lin: Hi there!
2 00:03:20.540 ⇒ 00:03:21.670 JanieceGarcia: Hey, Amber!
3 00:03:21.890 ⇒ 00:03:25.419 Amber Lin: Let me get sewed up.
4 00:03:25.540 ⇒ 00:03:27.099 Amber Lin: How are you today?
5 00:03:27.100 ⇒ 00:03:29.149 JanieceGarcia: Good, how are you?
6 00:03:29.780 ⇒ 00:03:34.069 Amber Lin: quite busy. I’ve been in meetings until now.
7 00:03:34.230 ⇒ 00:03:37.979 Amber Lin: So… Hi, Shannon!
8 00:03:37.980 ⇒ 00:03:38.400 ShannonMartinez: Bye.
9 00:03:38.400 ⇒ 00:03:39.320 JanieceGarcia: Hi, Shannon!
10 00:03:39.460 ⇒ 00:03:41.700 ShannonMartinez: Hi, guys. I’m, training somebody.
11 00:03:41.700 ⇒ 00:03:42.469 JanieceGarcia: Right now, so…
12 00:03:42.470 ⇒ 00:03:44.610 ShannonMartinez: Yeah, please, if you don’t mind.
13 00:03:45.300 ⇒ 00:03:48.489 ShannonMartinez: Manual’s gone, so I didn’t take advantage of the space.
14 00:03:51.220 ⇒ 00:03:53.500 JanieceGarcia: Taking advantage of the space, is that what you said?
15 00:03:53.500 ⇒ 00:03:54.170 ShannonMartinez: Yeah.
16 00:03:54.860 ⇒ 00:04:01.970 ShannonMartinez: So hard to find a meeting room. I mean, usually I do these on my floor, but I’ve had… I’m doing, cancellation and retention.
17 00:04:04.320 ⇒ 00:04:16.130 ShannonMartinez: meetings, which, I… we had issues surface with Andy today in doing those, because a big part of what we’re trying to…
18 00:04:16.200 ⇒ 00:04:25.670 ShannonMartinez: focus on is using Andy in cases of cancellations, and, I believe Michelle and Deborah had chatted in,
19 00:04:26.190 ⇒ 00:04:30.629 ShannonMartinez: Examples of the errors that we were finding, and it’s odd…
20 00:04:30.640 ⇒ 00:04:41.979 ShannonMartinez: Amber, I told them I would be meeting with you today. I said, it’s odd, because it took… anything that else that we would ask, it would come up, but anything in regards to cancellation was giving an error.
21 00:04:41.980 ⇒ 00:04:51.210 ShannonMartinez: And then, so we presented it in a different way. I put it in the Andy, feedback. I said, this is something I want to talk about, because the process is correct, but it just didn’t word it.
22 00:04:51.410 ⇒ 00:04:56.640 ShannonMartinez: like… where it was clear, you know what I mean, on… when it comes to…
23 00:04:56.820 ⇒ 00:05:00.920 ShannonMartinez: Like, so when we’re trying to save a customer, Like.
24 00:05:01.020 ⇒ 00:05:08.809 ShannonMartinez: say that they want to go to a competitor, like, I want to try somebody else. Okay, fine. Let’s not cancel the program, we’ll just skip an installment.
25 00:05:08.820 ⇒ 00:05:24.580 ShannonMartinez: And what we need to be clear to our agents is to skip that every other month event, and to adjust off those two installments, because that’s our proper process, by putting in that follow-up to billing, and we just need to kind of word it in, like, a step-by-step.
26 00:05:24.580 ⇒ 00:05:44.149 ShannonMartinez: Because it’s presenting right, but I wanted to bring up to you the bigger issue is that anytime we ask anything about cancellations, and this would be, like, good beta for me to get through this working session, test it, see if it’s working, because I have my next one coming up at 3 o’clock from 3 to 4, so that’ll give us, you know, a chance to, like, test it out.
27 00:05:44.440 ⇒ 00:05:56.419 Amber Lin: Okay, I’m just looking at the feedback that came in today. I don’t see the cancellations. Would you be able to send in a few examples of that, and then we can also test it right now?
28 00:05:56.610 ⇒ 00:06:02.170 ShannonMartinez: Yeah, of course. I want to say that they put them in the update, Andy.
29 00:06:03.700 ⇒ 00:06:05.180 JanieceGarcia: The feedback chat.
30 00:06:05.730 ⇒ 00:06:06.890 ShannonMartinez: Is that.
31 00:06:06.890 ⇒ 00:06:07.740 JanieceGarcia: I think so.
32 00:06:08.370 ⇒ 00:06:10.739 ShannonMartinez: The one I put was our…
33 00:06:13.360 ⇒ 00:06:17.899 JanieceGarcia: I saw the one for yours, Shannon, you put it in the feedback.
34 00:06:18.430 ⇒ 00:06:20.190 JanieceGarcia: Feedback loop or something?
35 00:06:20.640 ⇒ 00:06:24.939 ShannonMartinez: Which one is it? Janice? I can’t find it now. Okay.
36 00:06:25.700 ⇒ 00:06:26.120 JanieceGarcia: Hold on.
37 00:06:26.120 ⇒ 00:06:26.820 ShannonMartinez: Okay.
38 00:06:27.510 ⇒ 00:06:27.940 JanieceGarcia: Oops.
39 00:06:27.940 ⇒ 00:06:28.700 ShannonMartinez: Yes.
40 00:06:29.650 ⇒ 00:06:31.730 ShannonMartinez: So…
41 00:06:31.730 ⇒ 00:06:32.300 Amber Lin: Oh.
42 00:06:32.540 ⇒ 00:06:45.340 ShannonMartinez: So here’s the… okay, so there wasn’t… so where Michelle put today at 1023, there wasn’t an option when this error came up to thumbs up or down.
43 00:06:45.610 ⇒ 00:06:50.959 ShannonMartinez: What we… what we were asking about is the cancellation template.
44 00:06:51.380 ⇒ 00:07:04.820 ShannonMartinez: And that… which we know, she screenshots, she, copied and pasted the template in there for us to use as, reference, but that was the bad… the server error that it was giving us.
45 00:07:04.820 ⇒ 00:07:06.660 Amber Lin: Oh, okay.
46 00:07:06.660 ⇒ 00:07:07.350 ShannonMartinez: And then…
47 00:07:07.350 ⇒ 00:07:15.330 JanieceGarcia: I put that in our chat as well, and they came back saying, we’ve recently started seeing alerts related to this. It looks like the…
48 00:07:15.610 ⇒ 00:07:24.880 JanieceGarcia: like, they occur when the question involved the cancellation flows. We’re digging more into it today to identify the root cause and put a fix in place, because I had that, too.
49 00:07:24.880 ⇒ 00:07:33.940 ShannonMartinez: Because it seems consistent with what we’re seeing when it comes to the cancellation portion of the central doc, so that helps to narrow down a fix.
50 00:07:34.380 ⇒ 00:07:44.570 Amber Lin: Yeah, thanks for fixing that. So, I’m looking at there, so what we do for cancellations is a little bit different than our,
51 00:07:44.880 ⇒ 00:07:55.479 Amber Lin: then our other pro… the other parts of the central doc, because we really want the exact wording for what’s in the central doc. I think that’s why the error is appearing.
52 00:07:55.490 ⇒ 00:08:16.389 Amber Lin: And in terms of the cancellation template, remember we… we have on the spreadsheet a sheet that had template name and template for, say, the different notes and different stuff. We don’t have a cancellation template. We only have what’s in the central doc, so that’s why that type of question doesn’t return any,
53 00:08:16.940 ⇒ 00:08:18.070 Amber Lin: Any response?
54 00:08:18.070 ⇒ 00:08:26.200 JanieceGarcia: It should, because the cancellation… the cancellation template was one of the very first templates that we put in. It was the… the flow…
55 00:08:26.350 ⇒ 00:08:29.140 JanieceGarcia: the, flow chart.
56 00:08:29.520 ⇒ 00:08:34.239 JanieceGarcia: Sheet, which is the adjustments, the refunds, and the cancellation.
57 00:08:37.500 ⇒ 00:08:41.060 Amber Lin: Let’s see. Which one… what is it called, then?
58 00:08:41.559 ⇒ 00:08:43.809 JanieceGarcia: It’s a cancellation template.
59 00:08:45.190 ⇒ 00:08:45.990 Amber Lin: That one?
60 00:08:46.260 ⇒ 00:08:46.790 JanieceGarcia: Yep.
61 00:08:47.960 ⇒ 00:08:48.430 Amber Lin: Okay.
62 00:08:48.900 ⇒ 00:08:51.479 Amber Lin: So, let me… okay.
63 00:08:51.990 ⇒ 00:08:55.389 Amber Lin: Let me submit a request here.
64 00:09:00.300 ⇒ 00:09:01.380 ShannonMartinez: So…
65 00:09:03.560 ⇒ 00:09:15.669 ShannonMartinez: And I’ll let you finish typing. That being said, I was very impressed by Andy being able to pick up on the specific question of, so we asked
66 00:09:15.730 ⇒ 00:09:26.889 ShannonMartinez: pausing service to retain a customer on EasyPay. And Andy did say, you can offer to skip installments on EasyPay to retain a customer under certain conditions.
67 00:09:27.080 ⇒ 00:09:37.450 ShannonMartinez: And so it says the details, right? It says… and it’s got the 1, 2, 3, 4, 5, which is great, because it says eligibility is step 1, and it gives those details.
68 00:09:37.450 ⇒ 00:09:47.929 ShannonMartinez: Step 2, here is the script, which is great, because it says you’ve had a great history. Here’s an option that we have. We can skip your next visit and resume services after that.
69 00:09:48.140 ⇒ 00:10:01.739 ShannonMartinez: Right. Would that help you to give you some financial breathing room? Which really doesn’t tie to the easy pay type, but that’s okay, because it’s sufficient enough, because we know that we can apply that if, like, a customer wants to go to a competitor.
70 00:10:01.920 ⇒ 00:10:10.219 ShannonMartinez: Right. Steps to follow is what I wanted to look at together in the central doc. Verify the next scheduled service date.
71 00:10:10.760 ⇒ 00:10:18.099 ShannonMartinez: then communicate the adjusted service date and explain the benefits. I think under there is where we put the process.
72 00:10:18.450 ⇒ 00:10:27.649 ShannonMartinez: where we skip the event for the next every other visit, and then adjust off the two installments, because again, we’re only talking about EasyPay customers.
73 00:10:28.900 ⇒ 00:10:37.769 ShannonMartinez: But I think we do need to note, because when you skip, we should automatically adjust. That’s our skip process. We preach that all day, every day, right? But I think under…
74 00:10:37.770 ⇒ 00:10:40.929 JanieceGarcia: as long as they’re not on EasyPay. So they will have
75 00:10:41.260 ⇒ 00:10:51.419 JanieceGarcia: for an EasyPay customer, when they’re skipping and they’re adjusting those, they will have to go back in and submit the follow-up adjustment for that actual service, yes.
76 00:10:51.420 ⇒ 00:10:58.629 ShannonMartinez: Exactly. So if we could just, under step 3, steps to follow, line that process out.
77 00:10:59.680 ⇒ 00:11:04.550 Amber Lin: This is what we currently have for skipping a service.
78 00:11:04.720 ⇒ 00:11:08.800 Amber Lin: It says, if the customer is not easy pay, adjust the invoice balance.
79 00:11:08.800 ⇒ 00:11:16.800 ShannonMartinez: Okay, so if that’s the case, if we’re going what’s already embedded in the central doc, then step 3 is not appropriating the right steps.
80 00:11:17.890 ⇒ 00:11:21.819 Amber Lin: Would you want me to create a ticket to update that?
81 00:11:22.030 ⇒ 00:11:27.910 JanieceGarcia: But this is… but this is two different… It’s… it’s two different…
82 00:11:27.910 ⇒ 00:11:30.270 ShannonMartinez: Lily is saying two different things. Can we go…
83 00:11:30.270 ⇒ 00:11:30.810 JanieceGarcia: scenes.
84 00:11:31.170 ⇒ 00:11:39.880 ShannonMartinez: Yeah, you’re right, Jeannie. So, where in the cancellation flow, I think that’s where we… I’m sorry, I’m gonna pull you over to my other screen, because it’s just easier.
85 00:11:41.460 ⇒ 00:11:46.480 JanieceGarcia: Yes, because it is… it’s part of the cancellation stuff, it’s to try and save a customer from…
86 00:11:46.480 ⇒ 00:11:46.860 ShannonMartinez: Okay.
87 00:11:46.860 ⇒ 00:11:47.630 Amber Lin: Hmm.
88 00:11:48.450 ⇒ 00:11:49.140 JanieceGarcia: Canceling.
89 00:11:49.140 ⇒ 00:11:49.880 Amber Lin: Huh?
90 00:11:49.880 ⇒ 00:11:52.070 JanieceGarcia: It’s retention. So…
91 00:11:52.070 ⇒ 00:11:53.929 Amber Lin: Is it too expensive?
92 00:11:54.180 ⇒ 00:11:57.060 Amber Lin: Eligible, skip the next motorcycle?
93 00:11:57.060 ⇒ 00:11:58.340 ShannonMartinez: competitor.
94 00:11:59.070 ⇒ 00:12:02.689 Amber Lin: We don’t have… I don’t think we have a competitor section, actually.
95 00:12:04.780 ⇒ 00:12:05.710 Amber Lin: We have…
96 00:12:05.710 ⇒ 00:12:09.570 JanieceGarcia: If we don’t, then it’s kind of odd that it’s pulling it up.
97 00:12:09.800 ⇒ 00:12:12.129 ShannonMartinez: Yeah, candidates high.
98 00:12:12.250 ⇒ 00:12:12.849 ShannonMartinez: You know…
99 00:12:13.390 ⇒ 00:12:24.010 Amber Lin: Let’s see here what we have for cancellations. We have moving, contract fulfilled, billing issues, too expensive, and service dissatisfaction. It’ll be here.
100 00:12:28.450 ⇒ 00:12:35.109 ShannonMartinez: Too expensive, I think we could probably do too expensive or going with a cheaper competitor.
101 00:12:35.250 ⇒ 00:12:36.720 JanieceGarcia: Yeah, it would be the same.
102 00:12:36.720 ⇒ 00:12:42.290 ShannonMartinez: That way, it would… it would tie the financial aspect of it with
103 00:12:42.710 ⇒ 00:12:48.589 ShannonMartinez: going with another company, and it will pull up the same results, because I loved that it pulled up that result.
104 00:12:48.830 ⇒ 00:12:52.249 ShannonMartinez: When it, it offered their response.
105 00:12:52.330 ⇒ 00:12:53.380 Amber Lin: Yeah.
106 00:12:53.460 ⇒ 00:12:56.910 ShannonMartinez: It’s just the steps to follow, I think we can improve upon.
107 00:12:58.230 ⇒ 00:13:02.129 ShannonMartinez: that’s just the feedback I got. And then, like I said, I have another group
108 00:13:02.330 ⇒ 00:13:07.029 ShannonMartinez: So as other things that will help us to kind of
109 00:13:07.310 ⇒ 00:13:16.130 ShannonMartinez: elaborate on processes from feedback from the CSRs. I’m excited that we’re doing this. I did Session 1 of 6. I got Session 2 coming.
110 00:13:18.030 ⇒ 00:13:33.009 ShannonMartinez: And I had 2 sessions tomorrow, but I’m having to reset one, but we’ll have 6 total, and so I’m gathering all of that, and we’re using the… going through Andy and asking questions and going through the steps, so that way we can bring to light anything that we can improve upon.
111 00:13:33.250 ⇒ 00:13:44.910 Amber Lin: Gotcha. Okay, Casey saw this one, so he’s going to be working on that. I’ll get back to you once he fixes it, but he just told me that he saw it.
112 00:13:45.280 ⇒ 00:13:46.410 Amber Lin: Okay.
113 00:13:46.410 ⇒ 00:13:54.810 ShannonMartinez: So if we just have the skip process go under the Section 2?
114 00:13:56.090 ⇒ 00:13:58.440 Amber Lin: I’m going back here.
115 00:13:58.440 ⇒ 00:14:09.789 ShannonMartinez: But, so, do you see, if you jump down to number 4, Janice, it says skipping services for easy pay customer, it says no follow-up is created, no invoice adjustment is needed, and that’s not right.
116 00:14:10.570 ⇒ 00:14:13.530 JanieceGarcia: Wait, where… because number 4 here is eligible…
117 00:14:13.530 ⇒ 00:14:17.889 Amber Lin: I think we’re talking about what we sent here?
118 00:14:18.150 ⇒ 00:14:20.260 ShannonMartinez: Yeah, I’m in the feedback loop.
119 00:14:20.420 ⇒ 00:14:21.580 Amber Lin: Oh, okay.
120 00:14:22.670 ⇒ 00:14:23.430 ShannonMartinez: In the feedback.
121 00:14:23.430 ⇒ 00:14:24.380 JanieceGarcia: Where is that?
122 00:14:25.060 ⇒ 00:14:33.360 Amber Lin: That’s in the chat, I don’t think this is a ticket. Let me create a ticket, and then, Shannon, keep going, I’ll document what you’re saying.
123 00:14:33.360 ⇒ 00:14:40.050 ShannonMartinez: No, that’s okay. So in the feedback loop, it gives the 1, 2, 3, 4, and then it says…
124 00:14:40.450 ⇒ 00:14:49.380 ShannonMartinez: skipping installments on easy pay, so then it doesn’t tie it into… then it kind of goes off track again, because it says no follow-up is created.
125 00:14:49.690 ⇒ 00:15:01.160 ShannonMartinez: we’re gonna have to, make an adjustment. That’s why I’m thinking that this needs to tie into cancellation process versus going over… this isn’t a skip situation.
126 00:15:01.280 ⇒ 00:15:04.900 ShannonMartinez: This is, retention through cancellation.
127 00:15:04.900 ⇒ 00:15:15.150 JanieceGarcia: So, and that’s where we need to just add to the central dock on where we were. I think so. Because this is pulling up for, how do you skip a service?
128 00:15:15.710 ⇒ 00:15:17.720 Amber Lin: Yeah.
129 00:15:18.140 ⇒ 00:15:21.539 JanieceGarcia: So we need to add to this part here.
130 00:15:23.270 ⇒ 00:15:24.730 Amber Lin: If the customer was easy.
131 00:15:24.730 ⇒ 00:15:27.649 ShannonMartinez: And what are y’all seeing? What are y’all looking at? Why am I missing this?
132 00:15:28.850 ⇒ 00:15:34.570 ShannonMartinez: We’re in the Central Dock, sorry. Okay, let me… let me get there, sorry.
133 00:15:36.480 ⇒ 00:15:37.310 ShannonMartinez: Okay.
134 00:15:50.550 ⇒ 00:15:51.200 JanieceGarcia: Okay.
135 00:15:51.690 ⇒ 00:15:53.980 JanieceGarcia: So he is gonna look and see what we can do.
136 00:15:53.980 ⇒ 00:16:06.320 Amber Lin: Okay. He says, initially, just Andy has been fed so much, because we added so many sources, so we will have to go in and see.
137 00:16:06.530 ⇒ 00:16:08.339 Amber Lin: How we can fix that.
138 00:16:10.840 ⇒ 00:16:11.470 JanieceGarcia: Okay.
139 00:16:11.670 ⇒ 00:16:13.280 Amber Lin: Yeah, let me see…
140 00:16:13.280 ⇒ 00:16:17.280 JanieceGarcia: So, is our usage… Increasing, Amber?
141 00:16:17.660 ⇒ 00:16:22.310 Amber Lin: Let me go check right now.
142 00:16:22.310 ⇒ 00:16:35.749 JanieceGarcia: I will say I did not have a… I did not do a working session today, because we are getting more lawn, but I’ve done it with the mechanical. I think everybody in mechanical has done a working session already with me.
143 00:16:35.880 ⇒ 00:16:40.850 JanieceGarcia: We only have… Brenda.
144 00:16:42.080 ⇒ 00:16:49.290 JanieceGarcia: Scott and, oh my goodness,
145 00:16:52.490 ⇒ 00:16:54.829 JanieceGarcia: Oh my gosh! Brenda’s lead.
146 00:16:55.280 ⇒ 00:16:56.810 JanieceGarcia: I just forgot the name.
147 00:16:57.910 ⇒ 00:16:58.890 ShannonMartinez: Tiffany.
148 00:16:59.780 ⇒ 00:17:02.289 JanieceGarcia: Holy crap, oh my gosh.
149 00:17:03.140 ⇒ 00:17:05.980 JanieceGarcia: and Tiffany, but I’ve already done a working session with them, too.
150 00:17:06.109 ⇒ 00:17:09.950 JanieceGarcia: So… I’m just needing lawn.
151 00:17:10.630 ⇒ 00:17:11.999 JanieceGarcia: To get in there, no?
152 00:17:12.569 ⇒ 00:17:15.769 Amber Lin: Yeah. We…
153 00:17:16.039 ⇒ 00:17:22.929 Amber Lin: are at about the same as last week. Would love to see it go a little bit higher,
154 00:17:23.259 ⇒ 00:17:25.079 Amber Lin: Because we’re at…
155 00:17:25.969 ⇒ 00:17:33.639 Amber Lin: At the end of Wednesday, we’re at 200. I think our goal each week would be closer to 500.
156 00:17:33.819 ⇒ 00:17:41.059 Amber Lin: each week, so just wanted to see how we can get to that. But we’re very close from last week.
157 00:17:41.780 ⇒ 00:17:47.020 JanieceGarcia: I know, and I know with our errors that we’ve been getting these last couple days, because I’ve seen them come through.
158 00:17:47.020 ⇒ 00:17:48.170 Amber Lin: That’s…
159 00:17:48.170 ⇒ 00:17:51.220 JanieceGarcia: That’s gonna deter them, so we’ve gotta get them…
160 00:17:51.640 ⇒ 00:17:52.670 Amber Lin: Yeah.
161 00:17:52.670 ⇒ 00:17:54.170 JanieceGarcia: We have to get those fixed.
162 00:17:56.070 ⇒ 00:17:57.769 JanieceGarcia: We’ll be able to get our usage back up.
163 00:17:58.310 ⇒ 00:17:59.040 Amber Lin: Yeah.
164 00:17:59.740 ⇒ 00:18:03.610 Amber Lin: Is cancellations a main part of usage?
165 00:18:05.210 ⇒ 00:18:08.210 JanieceGarcia: Templates… Yeah, absolutely.
166 00:18:08.500 ⇒ 00:18:20.759 ShannonMartinez: It should be as far as script and workflow, because we are super hyper-focused as an organization with the customer care team for retention, and so we’re leading,
167 00:18:21.220 ⇒ 00:18:25.449 ShannonMartinez: That is leading up efforts with all of us to get with our teams on
168 00:18:25.450 ⇒ 00:18:43.049 ShannonMartinez: how to save the customer. So, as I’m going through these workshops, there should be an uptick in the usage for the call flow script and the step-by-step guide on what to do. And so, as I’m in here looking at 2D, thank you for adding going with a cheaper competitor.
169 00:18:43.260 ⇒ 00:18:45.110 ShannonMartinez: Because he’ll recognize that.
170 00:18:45.430 ⇒ 00:19:02.240 JanieceGarcia: I’m not seeing in here where it says, for easy pay customers, skip the next every other month visit, and then put… submit a follow-up to billing to adjust all… It doesn’t… it doesn’t have that yet. She put in a ticket so we can go in, and I have to go in and update the central doc.
171 00:19:02.240 ⇒ 00:19:11.250 ShannonMartinez: Okay, so I guess that’s the part that I’m missing. There may be things that I’m not… I’ve not filled on the gap, so what you’re saying is that we can’t add to the central dock right now?
172 00:19:11.640 ⇒ 00:19:13.390 Amber Lin: We can’t, we just haven’t yet.
173 00:19:13.760 ⇒ 00:19:14.360 ShannonMartinez: Okay.
174 00:19:14.560 ⇒ 00:19:18.480 Amber Lin: Yeah, we’ll do that. I just… Janice, I just assigned it to you.
175 00:19:18.930 ⇒ 00:19:21.940 Amber Lin: Yeah, and that one…
176 00:19:23.090 ⇒ 00:19:35.380 Amber Lin: is… I… actually, I just tested again, and it did give me the template, so I don’t know what was happening. I’m gonna ask Casey to investigate.
177 00:19:35.810 ⇒ 00:19:49.860 Amber Lin: I think Andy’s getting to the point, it’s getting overwhelmed, because it has multiple departments with their individual sheets. I think consolidating will help a lot, it’s just right now there’s multiple sources that Andy’s fetching from.
178 00:19:50.580 ⇒ 00:19:55.170 ShannonMartinez: Understood. So that’ll nestle under number 4 under 2D, then?
179 00:19:56.290 ⇒ 00:19:58.240 ShannonMartinez: Just for my point of reference.
180 00:19:58.440 ⇒ 00:19:59.610 ShannonMartinez: When Janice.
181 00:19:59.610 ⇒ 00:20:00.090 Amber Lin: So…
182 00:20:00.090 ⇒ 00:20:03.209 ShannonMartinez: Fulfills that task to get it added in there?
183 00:20:04.490 ⇒ 00:20:05.180 ShannonMartinez: Nope.
184 00:20:07.230 ⇒ 00:20:11.100 JanieceGarcia: Because that’s what she’s doing right now, is creating those tickets and putting that in.
185 00:20:14.380 ⇒ 00:20:20.509 ShannonMartinez: Because it needs to specifically go under, if eligible, offer to skip the next cycle, and then, breakdown.
186 00:20:26.640 ⇒ 00:20:30.029 ShannonMartinez: And then I’ll see what comes up the next.
187 00:20:30.480 ⇒ 00:20:38.129 Amber Lin: Because you would like it to be under skip… under .4, right? Under .4 to have the cancellation template, and…
188 00:20:38.130 ⇒ 00:20:39.929 ShannonMartinez: That’s the most appropriated place.
189 00:20:39.930 ⇒ 00:20:40.520 Amber Lin: Okay.
190 00:20:41.470 ⇒ 00:20:41.820 ShannonMartinez: Because it’s.
191 00:20:41.820 ⇒ 00:20:43.880 JanieceGarcia: Well, not the cancellation template.
192 00:20:43.880 ⇒ 00:20:45.790 Amber Lin: Oh, just what we do for easy pay.
193 00:20:45.790 ⇒ 00:20:52.520 ShannonMartinez: Cancellation workflow under 2D for competitor financial issues under .4.
194 00:20:56.320 ⇒ 00:21:05.910 ShannonMartinez: It’s under 2D, reason too expensive, and then under that is Step 4. It says, if eligible, offer to skip the next cycle.
195 00:21:06.240 ⇒ 00:21:10.289 Amber Lin: Yeah, I put that in… I put the screenshot in the ticket as well.
196 00:21:10.290 ⇒ 00:21:10.980 ShannonMartinez: I was thinking.
197 00:21:11.230 ⇒ 00:21:26.820 Amber Lin: Let me check… oh, on the… on the inspector and tech stuff, Janice, have you had a chance to use that recently? Because we would like to switch everyone over, because then we would be able to solve
198 00:21:26.830 ⇒ 00:21:32.249 Amber Lin: Like, these type of problems a lot faster, because we’ll just fill in a form, and it’ll just get updated.
199 00:21:33.880 ⇒ 00:21:37.819 JanieceGarcia: So, use what, I guess, Amber? The new one?
200 00:21:37.820 ⇒ 00:21:44.310 Amber Lin: Especially for… For you to ask inspector or zip code-related questions, because you’re.
201 00:21:44.310 ⇒ 00:21:45.000 JanieceGarcia: Oh, yeah.
202 00:21:45.000 ⇒ 00:21:45.720 Amber Lin: Yep.
203 00:21:45.720 ⇒ 00:21:46.280 JanieceGarcia: I have.
204 00:21:46.540 ⇒ 00:21:48.730 Amber Lin: Okay. I’ve definitely asked it.
205 00:21:48.730 ⇒ 00:21:52.809 JanieceGarcia: And so far, it’s been really good in regards to who it’s giving.
206 00:21:52.970 ⇒ 00:21:53.850 Amber Lin: Okay.
207 00:21:54.050 ⇒ 00:21:54.620 JanieceGarcia: So, and…
208 00:21:54.620 ⇒ 00:21:57.810 Amber Lin: Do you think we can start,
209 00:21:58.180 ⇒ 00:22:14.579 Amber Lin: rolling that out to people tomorrow. We can always roll it back, it’s just a change in the emails, who gets access to what, but if we start doing that, then any updates we make will be directly made to the zip code database.
210 00:22:14.580 ⇒ 00:22:18.859 Amber Lin: So we don’t have to go in the spreadsheet and update it cell by cell.
211 00:22:20.660 ⇒ 00:22:29.839 JanieceGarcia: So, because all I’m… all I’m doing… you’re asking is if I’ve been asking Andy questions in regards to inspectors and zip codes, or cities, or something, right?
212 00:22:30.130 ⇒ 00:22:30.670 Amber Lin: Yeah.
213 00:22:30.670 ⇒ 00:22:31.370 JanieceGarcia: Yes.
214 00:22:32.210 ⇒ 00:22:34.560 JanieceGarcia: Everybody should be able to do that by now.
215 00:22:34.960 ⇒ 00:22:48.649 Amber Lin: Yeah, because… just because they have access to, the spreadsheet, and you have access to the zip code database that we recently created. Gotcha, gotcha, okay, yes. See if that’s accurate or not.
216 00:22:49.860 ⇒ 00:22:50.780 JanieceGarcia: Yep.
217 00:22:50.930 ⇒ 00:23:04.510 Amber Lin: Okay, so this is what the Zipco database gave me. This is what… This is what…
218 00:23:04.720 ⇒ 00:23:10.760 Amber Lin: the original spreadsheet. Okay, let’s see what the difference is…
219 00:23:11.500 ⇒ 00:23:15.379 Amber Lin: A rodent… also didn’t show B rodent.
220 00:23:17.750 ⇒ 00:23:22.469 JanieceGarcia: No, but… because there’s not any… In that area.
221 00:23:23.180 ⇒ 00:23:23.650 Amber Lin: Hmm.
222 00:23:23.650 ⇒ 00:23:24.549 JanieceGarcia: Gonna be.
223 00:23:25.320 ⇒ 00:23:29.990 Amber Lin: Huh, so why is this… Huh?
224 00:23:30.140 ⇒ 00:23:35.729 JanieceGarcia: When trying to find a specialist on TechList for scheduling, he didn’t pull up, ended up looking at
225 00:23:35.960 ⇒ 00:23:37.649 JanieceGarcia: Old text sheet.
226 00:23:37.650 ⇒ 00:23:39.920 Amber Lin: What’s the… Cool.
227 00:23:42.040 ⇒ 00:23:42.890 Amber Lin: Oh.
228 00:23:43.250 ⇒ 00:23:43.770 JanieceGarcia: Nope.
229 00:23:44.390 ⇒ 00:23:48.730 JanieceGarcia: That’s more of a training, because if she doesn’t have a B, she can look at the A’s.
230 00:23:50.440 ⇒ 00:23:51.180 Amber Lin: Yeah.
231 00:23:51.570 ⇒ 00:23:53.180 JanieceGarcia: Tony that just finished Overflow.
232 00:23:53.180 ⇒ 00:23:56.210 ShannonMartinez: That’s service and not inspector, though.
233 00:23:57.480 ⇒ 00:24:00.170 JanieceGarcia: Yeah, that’s service, not inspector for sure, but…
234 00:24:00.170 ⇒ 00:24:01.350 Amber Lin: Yeah, but…
235 00:24:01.350 ⇒ 00:24:02.880 ShannonMartinez: That’s a different sheet.
236 00:24:03.070 ⇒ 00:24:18.570 Amber Lin: Yeah, but this is… I answered it using our new database. It has both the techs and inspectors, and in this question, we did give the technicians. I just don’t really understand her feedback. I think it’s…
237 00:24:18.570 ⇒ 00:24:20.309 ShannonMartinez: Does it play again?
238 00:24:20.790 ⇒ 00:24:26.960 JanieceGarcia: When trying to find a specialist on TechList for scheduling, he didn’t pull up, ended up looking at old techsheet.
239 00:24:29.200 ⇒ 00:24:32.050 ShannonMartinez: So, they asked about the zip code.
240 00:24:32.260 ⇒ 00:24:36.540 ShannonMartinez: And he didn’t come up, and so he… they had to go to the Skills and Zip.
241 00:24:36.850 ⇒ 00:24:41.729 JanieceGarcia: But who didn’t come up? Because it brought in A rodent and C rodents.
242 00:24:43.440 ⇒ 00:24:56.310 Amber Lin: Yeah, Denise, I’ll assign to you just to do a quick review. If not, it just maybe is a training problem we need to… we need to look at, but that should be pretty easy.
243 00:24:56.310 ⇒ 00:24:58.450 JanieceGarcia: Exactly, that’s… -
244 00:24:58.630 ⇒ 00:25:01.939 Amber Lin: I think he means Andy. I think he means Andy.
245 00:25:04.820 ⇒ 00:25:09.080 Amber Lin: I don’t know, I’m thinking she’s looking for a specific tech.
246 00:25:10.930 ⇒ 00:25:13.029 ShannonMartinez: What was the question that got submitted?
247 00:25:13.270 ⇒ 00:25:16.870 JanieceGarcia: Rodent Technicians 478748.
248 00:25:17.910 ⇒ 00:25:20.549 ShannonMartinez: Oh, then she’s talking about he isn’t a specialist.
249 00:25:21.300 ⇒ 00:25:24.510 JanieceGarcia: But it gave… Brodent text, so…
250 00:25:24.510 ⇒ 00:25:25.510 Amber Lin: He’s, I think, clearly.
251 00:25:25.510 ⇒ 00:25:26.509 ShannonMartinez: Or is it gonna give them all?
252 00:25:26.510 ⇒ 00:25:28.060 Amber Lin: He didn’t pull up.
253 00:25:28.060 ⇒ 00:25:30.040 JanieceGarcia: gave you… Three!
254 00:25:30.830 ⇒ 00:25:31.580 Amber Lin: Yeah, yeah.
255 00:25:31.580 ⇒ 00:25:32.720 ShannonMartinez: But was that all of them?
256 00:25:32.720 ⇒ 00:25:33.510 Amber Lin: more.
257 00:25:33.930 ⇒ 00:25:34.929 Amber Lin: I can check.
258 00:25:35.000 ⇒ 00:25:35.740 ShannonMartinez: Christine.
259 00:25:36.170 ⇒ 00:25:38.069 Amber Lin: Yeah, I can check right here.
260 00:25:38.070 ⇒ 00:25:39.499 ShannonMartinez: What zip code is it for?
261 00:25:39.500 ⇒ 00:25:39.900 Amber Lin: the…
262 00:25:39.900 ⇒ 00:25:40.639 JanieceGarcia: Don’t worry.
263 00:25:41.740 ⇒ 00:25:43.890 Amber Lin: 748. 78748.
264 00:25:43.890 ⇒ 00:25:50.980 ShannonMartinez: Okay, so that’s gonna be, what, David Rivera, Charles Parley… I don’t have my sheet up, but…
265 00:25:51.640 ⇒ 00:25:59.140 Amber Lin: It’s rodentex… for… Awesome. Someone in Campri, I believe?
266 00:25:59.440 ⇒ 00:26:00.200 JanieceGarcia: Austin.
267 00:26:00.570 ⇒ 00:26:01.570 Amber Lin: Austin.
268 00:26:02.710 ⇒ 00:26:07.020 Amber Lin: I don’t have the technician sheet pulled up.
269 00:26:08.310 ⇒ 00:26:26.669 ShannonMartinez: There’s three. David Rivera, Charles, and Charles, probably, and Louis Cortinez. Well, no, Lewis Cortinez isn’t… actually, that’s not right, because we only have 2 rodent techs in that area. I know, because we’ve been having scheduling pain points in the 4-8, because there’s only two, so we need more rodent techs in that area.
270 00:26:27.080 ⇒ 00:26:27.890 Amber Lin: Mmm.
271 00:26:28.630 ⇒ 00:26:34.880 Amber Lin: Is there… is the sheet updated? Because I don’t think our… on our end, it’s updated.
272 00:26:35.770 ⇒ 00:26:44.319 ShannonMartinez: There should be two. David Rivera is a C, and Charles Parley is an A. There are no bee rodent techs in that area. On the feedback form?
273 00:26:44.490 ⇒ 00:26:47.300 Amber Lin: We gave Charles…
274 00:26:47.300 ⇒ 00:26:52.100 JanieceGarcia: We get… they get Mike, Julia, and Stevie… That seemed pretty wrong.
275 00:26:52.170 ⇒ 00:26:53.300 Amber Lin: But the new one…
276 00:26:53.300 ⇒ 00:26:54.080 ShannonMartinez: Right.
277 00:26:54.080 ⇒ 00:26:58.880 Amber Lin: The new one gave Charles Pro Lee Gave Stevie…
278 00:26:59.330 ⇒ 00:26:59.970 JanieceGarcia: Juliet.
279 00:26:59.970 ⇒ 00:27:00.420 ShannonMartinez: Is that right?
280 00:27:00.420 ⇒ 00:27:01.310 Amber Lin: Vivid.
281 00:27:01.310 ⇒ 00:27:01.750 JanieceGarcia: Hey, babe.
282 00:27:01.750 ⇒ 00:27:04.790 Amber Lin: It should be David and Charles, right?
283 00:27:05.630 ⇒ 00:27:08.239 ShannonMartinez: So, then what it’s doing is…
284 00:27:08.240 ⇒ 00:27:10.169 JanieceGarcia: It’s gonna pull who’s surrounding.
285 00:27:10.320 ⇒ 00:27:11.300 JanieceGarcia: as well.
286 00:27:11.820 ⇒ 00:27:15.570 ShannonMartinez: know what it’s doing, because Julia and Stevie are chem-free.
287 00:27:16.010 ⇒ 00:27:17.290 JanieceGarcia: Oh, it’s giving for both.
288 00:27:17.290 ⇒ 00:27:18.730 Amber Lin: Yeah, the…
289 00:27:18.750 ⇒ 00:27:33.219 Amber Lin: the new database that we created is correct, because you can see here, it says C. Rodin, David Rivera, Austin, Charles Parley, A. Rodin Austin, and the other one, it says is Chem-free. Kemphrey.
290 00:27:33.220 ⇒ 00:27:40.449 Amber Lin: by ABC or ChemPree. So our new database is correct, our old one is wrong. So let me just mark that.
291 00:27:41.340 ⇒ 00:27:49.820 ShannonMartinez: Okay, so then it should… for rodentex, if it’s listing Chemphrey, then it should be Sobaslay, Lombardo in Ghana.
292 00:27:51.330 ⇒ 00:27:53.780 ShannonMartinez: Stevie… Julia, Stevie, and Mike.
293 00:27:54.500 ⇒ 00:27:56.820 JanieceGarcia: With David and Charles, which is what it did.
294 00:27:56.820 ⇒ 00:27:59.289 Amber Lin: Yes. Okay, so let me…
295 00:27:59.290 ⇒ 00:28:01.270 ShannonMartinez: You don’t But it…
296 00:28:01.270 ⇒ 00:28:03.909 Amber Lin: Be solved if we rolled out the new database.
297 00:28:04.250 ⇒ 00:28:16.229 JanieceGarcia: need to do that. But I’d still like to know who exactly was she looking for. I think she’s just looking for this, and then… Because if she was asking for Kim Free, then it did give her the right information.
298 00:28:16.230 ⇒ 00:28:33.839 Amber Lin: I see, I see. Maybe, she didn’t… well, she didn’t specify, and I think usually we assume we’re asking for ABC, so it’s just more of, like, hey, if it’s wrong, maybe try with more specifications, but once we roll it out, it should help, correct it.
299 00:28:34.180 ⇒ 00:28:40.730 Amber Lin: Let’s see… Gave. Comfort.
300 00:28:43.130 ⇒ 00:28:53.779 Amber Lin: Okay, so… This one… I think we can just roll out, and then we can cancel this.
301 00:28:53.950 ⇒ 00:28:59.449 Amber Lin: Are we ready to… let’s try rolling out tomorrow, and then we can see how it goes.
302 00:28:59.820 ⇒ 00:29:00.430 JanieceGarcia: Okay.
303 00:29:00.630 ⇒ 00:29:01.550 Amber Lin: Yeah, okay.
304 00:29:02.280 ⇒ 00:29:13.540 Amber Lin: Where is… Are we looking for… a specific… tech, or…
305 00:29:15.420 ⇒ 00:29:16.290 ShannonMartinez: Who asked the question?
306 00:29:16.950 ⇒ 00:29:20.680 Amber Lin: Yes, Janice. I don’t know what the original question was.
307 00:29:21.520 ⇒ 00:29:22.910 Amber Lin: Inspectors?
308 00:29:23.240 ⇒ 00:29:27.840 Amber Lin: Let me try inspectors and text to see what it might have been.
309 00:29:28.880 ⇒ 00:29:31.740 JanieceGarcia: Oh, yes. It was inspectors. It was me.
310 00:29:31.880 ⇒ 00:29:33.749 Amber Lin: I sent several…
311 00:29:33.820 ⇒ 00:29:38.070 JanieceGarcia: All back-to-back, and it still was not giving me… Nothing.
312 00:29:38.860 ⇒ 00:29:39.640 Amber Lin: Okay.
313 00:29:45.040 ⇒ 00:29:45.830 Amber Lin: Hmm.
314 00:29:46.270 ⇒ 00:29:47.890 Amber Lin: Is this what we needed?
315 00:29:51.810 ⇒ 00:29:52.580 JanieceGarcia: Yup.
316 00:29:53.000 ⇒ 00:29:53.720 Amber Lin: Okay.
317 00:29:54.290 ⇒ 00:30:02.330 Amber Lin: I think we just need to specify inspectors, or, the system gets a little rigid sometimes.
318 00:30:03.050 ⇒ 00:30:08.710 Amber Lin: Especially with inspectors, because we did implement the alias, so we need spellings.
319 00:30:09.250 ⇒ 00:30:10.760 Amber Lin: Where to recognize.
320 00:30:13.180 ⇒ 00:30:15.160 JanieceGarcia: Why is that one not coming up?
321 00:30:16.020 ⇒ 00:30:18.830 JanieceGarcia: from… For me.
322 00:30:19.820 ⇒ 00:30:27.550 Amber Lin: Can you try again with this zip code and, try this question? So just add inspectors after that zip code?
323 00:30:28.000 ⇒ 00:30:29.790 Amber Lin: Can you try again and let me know?
324 00:30:31.350 ⇒ 00:30:34.839 Amber Lin: We should get the same answers, because we have the same access.
325 00:30:36.680 ⇒ 00:30:37.729 JanieceGarcia: I’m asking now.
326 00:30:37.730 ⇒ 00:30:47.499 ShannonMartinez: Guys, y’all just want to go to my next cancellation meeting? Y’all just want to hang out with the pesties and see what Andy says?
327 00:30:47.500 ⇒ 00:30:50.599 Amber Lin: Oh, I hope it’s fixed.
328 00:30:50.600 ⇒ 00:30:55.109 JanieceGarcia: No, I haven’t worked… I have not done that ticket yet. It’s definitely not in there yet.
329 00:30:56.210 ⇒ 00:30:59.600 ShannonMartinez: Okay, guys, I am gonna have to dip out, I’ve got a 3PM…
330 00:30:59.830 ⇒ 00:31:05.109 ShannonMartinez: I will make sure to put in the feedback loop anything else that may surface, okay?
331 00:31:05.160 ⇒ 00:31:06.969 JanieceGarcia: Sounds good, thank you.
332 00:31:06.970 ⇒ 00:31:08.750 ShannonMartinez: Alright, thank you, ladies. Bye!
333 00:31:09.080 ⇒ 00:31:09.960 Amber Lin: Bye!
334 00:31:14.730 ⇒ 00:31:18.809 Amber Lin: Okay. Did it pop up for you when you asked with the inspectors?
335 00:31:23.430 ⇒ 00:31:24.220 JanieceGarcia: Nope.
336 00:31:25.320 ⇒ 00:31:27.070 JanieceGarcia: Oh, yeah, I did. Yes, yes, yes, yes.
337 00:31:27.070 ⇒ 00:31:27.530 Amber Lin: Yay!
338 00:31:27.530 ⇒ 00:31:28.550 JanieceGarcia: Okay,
339 00:31:28.550 ⇒ 00:31:29.040 Amber Lin: Awesome.
340 00:31:29.040 ⇒ 00:31:29.570 JanieceGarcia: Yeah.
341 00:31:29.820 ⇒ 00:31:39.250 Amber Lin: So I’m gonna cancel this one. And then from Maddie, for Polygal for Patios… Is that home?
342 00:31:40.470 ⇒ 00:31:43.169 JanieceGarcia: I believe that’s mechanical.
343 00:31:43.170 ⇒ 00:31:43.830 Amber Lin: Huh.
344 00:31:44.230 ⇒ 00:31:45.110 JanieceGarcia: I don’t know.
345 00:31:45.910 ⇒ 00:31:46.780 JanieceGarcia: Diana?
346 00:31:47.160 ⇒ 00:31:49.809 JanieceGarcia: Paul… Polly Joe? Polygo?
347 00:31:50.020 ⇒ 00:31:52.040 JanieceGarcia: For patios? What is that?
348 00:31:54.470 ⇒ 00:31:55.810 Amber Lin: I actually don’t know.
349 00:31:56.190 ⇒ 00:31:58.169 JanieceGarcia: Nope, I have no idea.
350 00:31:58.700 ⇒ 00:31:59.540 Amber Lin: Okay.
351 00:32:07.230 ⇒ 00:32:08.310 Amber Lin: Alright.
352 00:32:09.580 ⇒ 00:32:12.020 Amber Lin: I’ll skip the mechanical ones.
353 00:32:15.330 ⇒ 00:32:24.359 Amber Lin: So it’s this… How do I schedule a re-service for a past customer?
354 00:32:24.610 ⇒ 00:32:28.560 Amber Lin: Vanessa’d… Hmm.
355 00:32:28.730 ⇒ 00:32:31.940 Amber Lin: Interesting. Reservice…
356 00:32:48.570 ⇒ 00:32:50.530 Amber Lin: This is the current workflow.
357 00:32:53.500 ⇒ 00:32:55.049 Amber Lin: This is up to date, right?
358 00:32:57.230 ⇒ 00:32:57.800 Amber Lin: Okay.
359 00:32:58.270 ⇒ 00:33:01.319 Amber Lin: So, let me just see…
360 00:33:10.920 ⇒ 00:33:13.520 JanieceGarcia: Yeah, I didn’t understand why it was giving…
361 00:33:14.420 ⇒ 00:33:18.329 JanieceGarcia: reschedule for when I was asking about a re-service.
362 00:33:26.730 ⇒ 00:33:27.250 Amber Lin: Nope.
363 00:33:27.250 ⇒ 00:33:28.139 JanieceGarcia: Yeah, and it’s…
364 00:33:28.940 ⇒ 00:33:29.810 Amber Lin: Huh.
365 00:33:30.220 ⇒ 00:33:31.850 Amber Lin: Is that one correct?
366 00:33:42.100 ⇒ 00:33:42.650 JanieceGarcia: Yep.
367 00:33:44.120 ⇒ 00:33:45.800 Amber Lin: Let me ask Casey.
368 00:34:28.110 ⇒ 00:34:29.810 Amber Lin: And then…
369 00:34:30.300 ⇒ 00:34:35.069 Amber Lin: Do you have to hop? I can do these, because some of these I can… I can triage.
370 00:34:35.639 ⇒ 00:34:37.769 JanieceGarcia: I definitely do, yes ma’am.
371 00:34:37.770 ⇒ 00:34:39.070 Amber Lin: Okay, all good.
372 00:34:39.230 ⇒ 00:34:41.009 Amber Lin: I’ll talk to you tomorrow, then.
373 00:34:41.010 ⇒ 00:34:42.800 JanieceGarcia: Okay, perfect. Thanks, bye.
374 00:34:42.800 ⇒ 00:34:43.630 Amber Lin: Bye!