Receive the Service Request
Most Service Requests will come in the form of a CRM Case, in the case that it does not, a CRM Case will
need to be created to track the work done on a Service Request on behalf of the customer.
Request a quote from the Service Owner
If the service being requested can be addressed by a single service owner, reassign the case to the
service owner to create a quote. The service owner will create a quote and attach it to the CRM Case and re-assign the
case back to the Proposal Coordinator.
If the service being requested will need quotes from more than one service owner, create separate tickets and assign
them to the service owners, referencing them to the original CRM Case. The service owner will create a quote and attach
it to the CRM Case and re-assign the case back to the Proposal Coordinator.
If the service being requested is not a standard service, schedule a meeting with the ABRM and BSD to discuss the
needed direction. If it is decided that a new service offering should be considered, begin the new service process. If
it is decided it will not be a new service offering, reassign the case to the ABRM or BSD for discussion and resolution
with the requesting agency.
Send official quote to the ABRM/BSD
|Once the quotes are complete:
1. If needed, combine them into one quote.
2. Attach the quote to the CRM Ticket.
3. Re-assign the CRM Ticket to the ABRM or the BSD.
The ABRM or BSD will meet with the customer to go over the quote, including any service owners they feel are needed for the
meeting. They are then responsible for getting the customer to sign the Quote and issue a Purchase Order or Purchase Change
Order for the amount of the quote.
Follow-up on Quotes
On a weekly basis:
1. Run a report that will list all the outstanding quotes and review in the Thursday Consolidation meeting with the
Receive Signed Quotes and POs
Once the quotes are approved by the customer and a PO issued, attach a scanned copy of the signed quote
and PO and reassign to the Service Owner(s). If multiple service owners are used, the case created for each service
owner will need to include the signed quote and PO.
Once the service is finished adding the service to the agency, the Service Owner will attach a Billing Change Order and
re-assign it to the ISD Billing Provider Group.
Confirm Work is Complete
On a weekly basis, pull all open and complete CRM Tickets and review the status of them with the BSDs at
the Thursday Consolidation Meeting.
Update Agency Services Database
Login to the Agency Service Database and update the services now provided to the agency.