PR-4001 · Live
Intake Guide
When a problem call comes in, Intake Guide opens right inside the FSM window the CSR already works in. The customer's equipment and access history is on the screen before the greeting finishes. A guided flow walks the CSR through five steps in order: the symptom in the homeowner's words, the likely component, the equipment details, the property access notes, and whether the equipment is safe to use. When the call ends, the completed work order writes back to the FSM. The CSR hangs up with a clean ticket already written.
The promise
On every problem call, the equipment history and the gate code are already on the CSR's screen, and the work order writes itself as the conversation happens. The CSR finishes the call with a complete ticket. There is no callback for the gate code, no callback for the equipment model, and no callback after a conversation with the technician.
How it works
The path from input to value.
- 01
The panel opens on a problem call
When an inbound problem call comes in and the CSR opens the customer record, Intake Guide opens inside the FSM window. The customer's equipment and access history is already on the screen.
- 02
The CSR marks the call a problem call
The panel offers a problem-call mark alongside routine booking and other. On a problem call, the guided capture opens. Routine and other calls leave the guide closed.
- 03
A guided five-step capture runs
The flow walks through the symptom in the homeowner's words, the likely component, the equipment details, the property access notes, and the safe-to-use disposition, in order, with the prior values pre-filled where the record has them.
- 04
The work order writes back at call close
On save, the completed work order writes back to the FSM, the equipment and access records update, and the safe-to-use disposition lands on a tagged field dispatch can route on. A partial call saves whatever was captured.
The day before. The day after.
Same moments. Lived differently.
The first call is a member with no cooling. The CSR opens four tabs chasing last summer's capacitor model and the gate code, and types the rest into the notes from memory.
8:00 AMThe history and the gate code are already on the panel for the no-cool member. The CSR books the call and confirms the safe-to-use disposition for routing in one pass.
8:00 AMBefore
The first call is a member with no cooling. The CSR opens four tabs chasing last summer's capacitor model and the gate code, and types the rest into the notes from memory.
After
The history and the gate code are already on the panel for the no-cool member. The CSR books the call and confirms the safe-to-use disposition for routing in one pass.
Yesterday's voicemail booking never became a ticket. The repeat caller is frustrated, and the CSR books the whole thing from scratch.
9:30 AMThe CSR owns the apology to the repeat caller and writes the ticket clean while they are still talking.
9:30 AMBefore
Yesterday's voicemail booking never became a ticket. The repeat caller is frustrated, and the CSR books the whole thing from scratch.
After
The CSR owns the apology to the repeat caller and writes the ticket clean while they are still talking.
At the noon spike a reschedule needs access notes the record does not have, so the CSR promises a callback to confirm the gate code.
12:30 PMThe access notes are pre-filled, so the CSR holds the tricky reschedule and works proposal callbacks an hour earlier.
12:30 PMBefore
At the noon spike a reschedule needs access notes the record does not have, so the CSR promises a callback to confirm the gate code.
After
The access notes are pre-filled, so the CSR holds the tricky reschedule and works proposal callbacks an hour earlier.
At the dispatch sync the CSR walks over to the board because three tickets are missing equipment serials and have to be reconstructed.
3:30 PMThe dispatch sync is a two-minute trade of notes. Every ticket carries its serials and a safe-to-use tag.
3:30 PMBefore
At the dispatch sync the CSR walks over to the board because three tickets are missing equipment serials and have to be reconstructed.
After
The dispatch sync is a two-minute trade of notes. Every ticket carries its serials and a safe-to-use tag.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not open on routine-booking calls; the panel opens only when the call is marked a problem call.
- ×Does not contact the homeowner outbound; the safe-to-use disposition is captured for dispatch, not sent to the customer.
- ×Does not keep a separate equipment inventory; it reads from and writes back to the customer record.
- ×Does not dispatch technicians, optimize routes, or manage the job once it is in progress.