Smart Skills: Setting Up and Monitoring Customer Service Tiers Using OvrC

Video Transcript:

You work hard to take care of your customers by using OvrC to monitor their sites. Have you considered how service plans and tiers can be used to enhance your ability to care for your customers?

After completing this Smart Skill, you will be able to rank your projects and prioritize and help your most important customers first.

You know your customers…and you know that some of them, whether it’s the size and cost of the project or the fact that they have paid for an extra service package…should have their projects attended to first. Setting up priority customers and filtering notifications for them is easy. Here’s how to do it.

• Step One: Create Customer Priorities

• Step Two: Assign Job Codes to Customers in OvrC

• Step Three: Filter Notifications According to Job Code

Step One: Create Customer Priorities

Designate which of your customers you should place as priorities when it comes to attending to their projects. You may have several expensive and or large projects that could be at the top of your list. Or, if you haven’t, consider offering paid service tiers for your customers.

For example, for $100 a month your customers could purchase the “Elite Service Package” which guarantees you’ll attend to their sites first.

With the aid of OvrC, you can troubleshoot and solve unexpected problems before the customer even notices there is a problem.

Step Two: Assign Job Codes to Customers in OvrC

In a browser tab, type app.ovrc.com and press return. Login to the site using your credentials.

In the LIST, notice your customer sites. With your priority plan in place, you can now assign each location the proper priority.

Click the customer location, then the customer information edit menu.

Click EDIT.

In the JOB CODE text box, type the name of the planned job code for the customer. For example, it could be ‘Standard’ or, the higher service tier, ‘Elite.’

When done, click SAVE.

Step Three: Filter Notifications According to Job Code

In the main menu, click NOTIFICATIONS

When notifications are enabled for a customer site in OvrC, notifications of offline devices or other alerts display in the notifications section.

By default, notifications appear ranked according to the time the notification occurred and are grouped together by device.

To see….and then attend to…your “Elite” customers, you can filter notifications by job code.

Click JOB CODE to do this. Your Elite customer notifications now display at the top of the list. Now you can address and prioritize problems.

And there you go…OvrC and the job code classification can help those Monday mornings be a little easier to tackle.