Service Provider Callbacks Notes

“Thank you calling the Vendor Hotline, my name is _____. How may I help you?”

1)Change Service - Minor Road Service - SP will get a new PO in lieu of the original one

*SP can only bill Agero for 1 PO, the new one.

1. Enter PO and press search

2. Select Service Unsuccessful

3. Change Service in dropdown

4. Select the service it's being changed to

5. Select Equipment - Minor Road Service (exception, winch is with the Ws)

6. Press ADD

7. Ask if the existing SP can perform the service.

8. Check the box if he can. Leave it unchecked if he can't.

9. Press Submit

10. Click on Matches Found

Change Service - Tow - SP will get a new PO in lieu of the original one

2)*SP can only bill Agero for 1 PO, the new one.

1. Enter PO and press search

2. Select Service Unsuccessful

3. Change Service in dropdown

4. Select the service it's being changed to

5. Select Equipment - Light Duty Flatbed/Wheel Lif

6. Press ADD

7. Ask if the existing SP can perform the service.

8. Check the box if he can. Leave it unchecked if he can't.

9. Press Submit

10. Click on Matches Found

4)Add Service - SP wants an additional PO - Also called the ‘Add Service Workaround’

*SP will be able to bill for 2 POs, the original one and the additional one.

*SP requests a PO for a “Tow out” = Add Service. Follow instructions below.

Enter PO and press search

Select Service Unsuccessful

Add Service

Select Service (Tow)

Select Repair Type - General Repair Auto

Select Equipment (When in doubt choose light duty wheel lif).

Press ADD

Ask if the existing SP can perform the service.

Check the box if he can. Leave it unchecked if he can't.

Press Submit.
Click Matches Found

At Case History make sure to take note of the Tow Destination so that it can be added at the Tow
Destination Screen.

Add Service - SP wants a new PO and GOA on original PO due to incorrect location originally
dispatched:

Select Service Unsuccessful

Add Service

Select Service

Select Repair Type - General Repair Auto

Select Equipment (When in doubt choose light duty wheel lif).

Press ADD

Ask if the existing SP can perform the service.

Check the box if he can. Leave it unchecked if he can't.

Press Submit.

Click Matches Found

At Case History make sure to take note of the Tow Destination so that it can be added at the Tow
Destination Screen

Update the disablement location.

Add the tow destination you gathered from the Case History screen at the Tow Destination
screen.

Next through the call to provide the SP with the new PO.

Make sure you have documented the GOA on the original PO and the reason for the new PO.

5)To change a Tow Destination:

*Same PO
1. Use SPCB call flow and pull up case using the PO.

2. Select Change Dispatch Information, then Update Tow Destination from dropdown.

3. Select the appropriate task to be changed. If there are multiple POs on a call, CSP needs to
be sure the task PO selected matches the PO used to pull up the case originally (in step 1). If
these do not match, OR will not allow CSP to proceed, causing CSP to start over and delaying the
call.

4. Update the location and provide the coverage. If it is a SP changing the tow destination, call
the customer to confirm change and provide coverage.

To add equipment:

*The SP will bill for this equipment on their original PO.

*Dollies is used in this example.

1. Use SPCB call flow to pull up case using the PO for the original tow.

2. Select Service Unsuccessful, then Add Equipment

3. Select the equipment (dollies), then check the box asking if the same SP will provide the
service.

4. Move the call to Dispatch Confirmation to send the updated information to the SP via fax or
email.

5. If the SP is requesting “skates,” we will add dollies in OR and advise the SP that we consider
dollies and skates as the same equipment for invoicing purposes.

6)GOA - Courtesy Fee:

We should always DOCUMENT a GOA in the comments vs. Service Unsuccessful. We still call
customer to verify, But this way, if the customer calls back later and needs service the call does
not need to be rebuilt. Agero's billing department will honor the GOA just the same by entering
it in the comments.
Per Agero, we are to avoid using SPCB, Service Unsuccessful, GOA. Instead enter the call as SPCB,
Request Dispatch Information and document the GOA. Ex. “SPCB - GOA on PO 123456789,
unable to locate or reach customer. Called cust 3x, LM.”
Please pay special attention to whether or not the customer paid for the service! If a CC payment
was processed on the service that needs a GOA, simply documenting the GOA will not refund
the customer. We need to process a CCB, Cancel if we are able to confirm with the customer that
they no longer need the service. If we cannot confirm with the customer, be sure to leave a
message and just document the GOA as usual.

7)Customer Callback - Add a service:

-Example - Customer says the jump start didn’t work so they need a tow.

1. Pull up the CCB using the reference # (phone number, update case information)), then call
the original SP dispatched to verify if they are able to perform the new service.

2. Use SPCB call flow to pull up case using the PO for the original tow.

3. Select Service Unsuccessful, then Change Service; select the service

4. If the original SP can perform the new service, check the box stating the same SP will be
used. If they cannot, do not check the box. Leaving the box unchecked will generate new Service
Providers to contact.

5. When adding a tow, verify the tow destination with the customer

6. Complete the call to the Dispatch screen and dispatch with SP

7. Complete dispatch with SP.

8. If the original SP requests a GOA, note it in the comments. I.e. “SP requests GOA for PO
#_______. Reason.”

To dispatch 2 minor road services on the original customer call:

1. Advise the SP that the call is for 2 services and confirm that they are able to perform both.
Dispatch the first service, generating and providing the PO to the SP. Thank them and advise it
will be one moment for you to generate the 2nd PO.

2. Select Offline Task and go back into the call using PO.

3. Select Service Unsuccessful, Add Service; select the service being added.

4. Check the box stating the same SP will be used.

5. Complete the call to the Dispatch screen and provide the 2nd PO.
*If you receive an auto dispatch, suppress it and verbally dispatch to be sure that the SP can
provide both services.

8)Customer Tow - Not Covered - After Hours:

*Customer pays for 2 tows if the vehicle cannot be delivered directly to the repair facility.

Take payment for initial tow

Place the customer on hold, call the SP. Ask the SP if the repair facility has a night drop for the
vehicle.
If there is a night drop, continue with dispatch as normal. The SP will not have to store the
vehicle.
If there is not a night drop, SP will have to store the vehicle. Tow it out in the AM. Get the
PO, go back into the call as a SP Callback, Add Service to get the 2nd PO for the tow out - Collect
payment from the customer - Provide the 2nd PO

9)SP Requests Fee for wait time, deadhead, or en route miles (Incentive):

*We as CSPs are empowered to approve up to $30 for the Service Provider. We need to
document as shown below, but with our information, not a PF. If the SP is requesting more than
$30, reach out to a PF for approval.

Go into the call as Request Dispatch Information.

The customer has to be covered. We cannot approve for covered to a limit services as the SP
collects any additional fees or ovgs from the customer directly.
Offer to document and ask SP to invoice. In the SP Selection comments put, "SP requests 30 min
wait time - adv to include on invoice." Do not document a dollar amount.
If SP pushes back to that option, then try #2:
Reach out to Chat PF for approval on incentive:
· Whenever seeking approval for SP incentives, be sure to have all information prepared for
the Chat PF to review for approval. Ask the SP for the specific amount that they are requesting.
Having this information readily available will reduce the amount of time spent seeking
assistance.

· When requesting incentives from chat PF: Post in chat - the PO, Program/OEM, what the
incentive is for (wait time, mileage, etc.), the amount the SP is requesting. Make sure to include
it all in one post to get a faster response. Ex. “Ford- FMW - 7188231111, SP Req $30 for 30 min
wait time. Can that be approved please?”

· SP Comments in OR: example "SP requested $30 for 30 min wait time, approved per Supv
Jessica, ext 55555"
10)Not Covered Customer Calls - SP Callbacks

Adding a service = Customer pays for both services.

Change Service = Customer is paying for the NEW service. The original service the customer does
not pay for, as the service was changed.
SP Req GOA (NC) - Process as usual, LM for cust to call back and cancel.
Afer hours procedure – collect payment for tow, then add 2nd tow as a SP CB Add Service.