Check Request Queue
|Each provider group should be regularly checking its 60 day schedule for Enhancement Requests to be
fulfilled, as well as checking its CRM Pending Queue for Assistance Requests to be fulfilled. Depending on which request is
being filled at the moment, the service provider will fulfill requests on an individual basis accordingly.
Assistance Requests pulled from the CRM Pending Queue should be assigned to specialists within provider groups to be
Enhancement Requests pulled from the 60 day schedule should have a detailed work plan and estimates drawn up to be updated
on the work list.
Fulfill and Close Assistance Requests
|Assistance Requests assigned to specialists within provider groups should be fulfilled as the specialists
receive them. After the requests have ben fulfilled, the CRM Cases should be updated and closed to notify the customer that
their request has been fulfilled.
Fulfill and Test Enhancement Requests
After Enhancement Requests on the work list have been updated with detailed work plans and estimates,
the Service Providers are to fulfill the requests and test the solutions provided. Once testing confirms that the
request is fulfilled, the Service Provider should determine if the request requires the customer to be charged for the
service. If not, the request should be forwarded to the Customer Account Representative to notify the customer that
their Request for Change has been fulfilled.
If the Request for Change requires a charge to the customer, the Service Provider should create a case for billing and
forward the case to the Customer Account Representative to Initiate the Billing Process.
Bill and Request ASD Update
|Should a charge for the service be necessary, the Customer Account Representative is to initiate the billing
process, and request an update to the Agency Services Database once the service is live. Once this has been performed, the
customer is to be notified that their Request for Change has been fulfilled.