Documentation and Discovery of New Service
Customer Account Representatives are to document new services being requested for new customers as they
are determined to be outside the scope of existing Service Level Agreements. Once documented, the Customer Account
Representative should assemble a Customer Service/Discovery Team and perform client discovery. Client Discovery
documents what a customer wants, and determines if the customer needs more or less to be done than originally
Upon finalization of Client Discovery, the Discovery Team should build a proposal for the customer and proceed to
updating of the service and Request Case.
Update Service and Request Case
|After the proposal has been built, the CRM Case for the request should be updated with a file attachment of
the PO and Proposal. If this process proposes to provide a new service that was not yet provided by OMES/ISD, the Customer
Account Representative should initiate a new Agency Service Database Service.
Whether or not a new OMES/ISD service is to be provided, the Customer Account Representative should determine if new parts
and equipment are required to be provided to the customer. If so, the Parts Maintenance Process is to be initiated. After
the Parts Maintenance Process, or if no new parts or equipment are required, the request should be sent to await scheduling
and fulfillment by the associated provider group.