Service event life cycle: be sure to close the case

Service providers sometimes skip that last step, but you’ll appreciate the benefits of closing the case this way. When you click “ASSET IN SERVICE,” you clean up your active case list and also make sure you have an accurate, complete record for the future.

Creating a Case

If the fleet has not sent a service request, you’ll need to create a new case. Assuming that you are not using the Mobile Check-in feature and scanning the QR Code to check the unit in and create a case, the easiest way to start is to click SEARCH in the SRM Platform’s top navigation and search by unit or serial number. If the asset is not found, search for customers by name, number, or city. If you find the customer, simply add the asset to the customer’s profile. If the customer isn’t listed, click the “New Customer” button at the bottom of the search result and add the customer. Then you have the option of adding the asset to the customer and creating a new case. Once the asset is in the system and a new case is started, service advisors are taken to the Recommended Operations Page if any service provider operations/inspections, maintenance, campaigns, recalls, or deferred work is due on the asset.

You’ll see:

• Service Provider Recommendations — including recalls, warranty, and campaign information from the OEM
• Scheduled Maintenance — any due or past due maintenance items for the fleets that use the Decisiv SRM platform appear here
• Deferred Operations — actions delayed from a previous visit. Items listed here will also usually appear under Scheduled Maintenance

Thanks to our extensive, unmatched Decisiv SRM ecosystem, OEM information that you’re authorized to access will most likely appear all together on this page. For instance, you don’t have to go search in multiple systems for build, warranty and recall information for a unit. No other service maintenance platform offers you that level of connectivity.

Next is the Case Information page where you record information about the maintenance or repair issue. You can also check the Fleet Notes and Fleet Customer notes for specific guidelines from the fleets on how they prefer service events to be handled (including specific dollar thresholds for approvals). You can also view any custom notes added to a customer’s profile in the (My) Fleet Customer Notes section — including tips on working effectively with them. Your customers will not see these notes in the case file online.

Check-in

Once the case is created, including any input from the driver, you need to let the fleet know you have their vehicle. So, click “CHECK-IN” and follow the prompts to choose a recipient, enter the arrival time and date, and any additional notes, or edit/add to the complaint as well as setting a follow up time.

You can take advantage of the smart date capabilities. This enables you to enter “Arrived At” date text like “yesterday at 3:00.” The platform will change that entry into a standard date for you. You are also provided follow-up reminders about the case. The Cases screen uses green highlighting to indicate that you need to follow up within the hour. Red highlighting indicates that a follow-up is overdue.

Workflow

The platform makes it easy to assign tasks within a case. Click “WORKFLOW” (under the blue Quick Action buttons). On the Workflow tab, you can see any previous assignment as well as the current assignee. You can only choose one name in the “ASSIGN TO” field, so there’s no confusion as to who gets the responsibility. You can keep other essential people informed though, by adding names under the “NOTIFY” drop down. Your message about the case will be sent to everyone you select.

At this point, your team can use the workflow and other platform messaging functions to pass the job to the right people as you get a diagnosis on the truck and develop an estimate. You can even reach out via the platform to the OEM for technical support.

Notes

To keep your customer informed, use the NOTES feature to send updates every few hours. (NOTES is also a tab under the blue Quick Action buttons.) For example: “Still diagnosing, still waiting for parts, estimate still waiting on technical support.” You don’t have to spend time on phone calls—with just a few clicks you can let your customers know you are making progress.