Customer Discovery -

**MUST USE CHROME OR INTERNET EXPLORER WHEN COMPLETING THIS FORM**

Do you have any Sub companies?*

If Yes, an additional Discovery will need to be completed for that company.

Company Name (Master Company)*

Admin Contact Name*

Admin Contact Number (Business)*

Admin Contact Number (Mobile)*

Admin Contact Email*

Company Website

Address*

Street Address Address Line 2 City State ZIP Code

Company Time Zone

Office Hours of Operation

Please list each day's hours that the office is open

After Hours of Operation

Please list each day's hours that you run After Hours Services

What do you service? (CHECK ALL THAT APPLY)

Are there any trade related jobs that you do NOT do? (For example: dig sewage lines, service gas fireplaces, etc.)

If you selected Free Estimates above, describe WHEN and WHAT FOR you do or don't offer a Free Estimate

If you selected 3rd Party Warranties above, explain more about that here. (For example what specific warranty work? Do you work with Direct Energy or other companies? Reimbursement from Warranty companies?)

What Regions/Radius/Zip Codes do you service? (send Zip Code spreadsheet if available to info@hellobooked.com)

Are your Zip Codes up to date in your system?*

Office Hours CSR Escalation Contact

Name

First Last

Title

Email Address

Preferred Communication

Business Phone Number

Mobile Phone Number

Escalation Level

Check 1, 2, 3, 4 or 5 (1 is first level, 5 is last level)

After Hours CSR Escalation Contact

Name

First Last

Title

Email Address

Preferred Communication

Business Phone Number

Mobile Phone Number

Escalation Level

Check 1, 2, 3, 4 or 5 (1 is first level, 5 is last level)

On Call Tech Information: Send On Call Calendar/documents to info@hellobooked.com

CONFIRM I WILL SEND PRIOR TO DISCOVERY CALL BY CHECKING THE BOX BELOW*

I will send On Call Contact Info & Calendar

Reasons for After Hours & Weekend Emergency Calls (Be sure to answer for each line of service, i.e.: HVAC no heat/no cool, PLUMBING sewage water, etc.)

HelloBooked does NOT accept payments, but we'd like you to list your Accepted Payment Methods below for our CSRs knowledge base

Phone & Email Preferences

Auto Attendant Script:Your Auto Attendant is the recording that your customer will hear when they call your company’s phone numbers. For Example: “Thank you for calling ABC HVAC please hold for the next available team member”. HelloBooked will record your scripts for you. If you would prefer to record your own let us know on the Discovery Call and we will send instructions.

Write your preferred Auto Attendant script out below for us to record*

Main Phone Number (Your phone number that you will forward to us)

Do you use Call Cap?

Preferred Default Lead Type

Preferred Default Lead Source

Live Greeting Script -Your Live Greeting Script will be spoken when your customer calls your company & we answer the phone after the Auto Attendant Script. For example: “Thank you for calling ABC HVAC, this is Jamie, how can we make you smile today?”

Email Preferences: HelloBooked sends email notifications when a job is booked, rescheduled or cancelled. Enter the names and email addresses below for those you wish to receive these emails

Name

First Last

Phone Number

Email

Preferences

Use HelloBooked Default SMTP Server*

This is the mail relay server that HelloBooked uses to send all email notifications that come out of the system. For example: booked job email notice, cancel job email notice. Your customers will see these emails come from @hellobooked.com domain. Here, you are agreeing to use our Default by selecting “Yes” below. If you choose to use your own SMTP mail relay server, we will use your company domain name as the “From” email addresses, but you are required to provide all of your SMTP server information.

Provide the email addresses that should show as the “From”*

Use SSL Encryption?**

Does SMTP Require Authentication?*

SMTP username*

SMTP password*

4. Provide SMTP Port Number Below*

Are you an Advance2000 ASP Customer? If so, select Yes for HelloBooked to use Default SWAPI Address.**

If you are not an Advance2000 ASP Customer, it is required that you provide your SWAPI URL*

How do we handle a call regarding billing? Do we email a certain person/group or transfer calls immediately?*

Transfer to Phone Number*

How do we handle a vendor call to speak with someone? Are there any "VIPs" that you'd want a call transferred to you immediately?*

Transfer to Phone Number*

Dispatch Fees

After Hours - include CLUB & NON CLUB rates

Weekend - include CLUB & NON CLUB rates

Office Hours - include CLUB & NON CLUB rates

Office Hours - One Time Non Club Maintenance/Tuneup Fee

Do you ever waive your dispatch/diagnostic fees? If so, when?

How much is your annual Club Membership? What are the benefits of being a Club Member?

Do you use SWRemote? If not, how do your On Call Techs currently receive job info?

Dispatch/On Call Preferences - TEXT OR CALL METHOD - HelloBooked offers 2 ways of reaching out to your On Call Techs for After Hour Jobs - the TEXT policy (CSRs book the call based on availability in Job Slots Doc & text the On Call that the job has been booked & assigned to them; CSRs do not manage previously booked calls; it is your On Call Techs responsibility to follow up on their job with the caller) or the CALL policy (CSR will call the On Call prior to booking to verify job can be booked, then book the call & communicate expectations to the customer after speaking with the On Call; the caller remains on hold while the CSR reaches out to the On Call Tech to verify & makes 2 attempts to reach them before calling After Hours Escalation

NEW vs. EXISTING Customers - Explain how you handle New vs. Existing Customers in the system, ie: do you make a new profile or update existing when a new owner/renter occupies a home/apt

Questions? Do you have any other questions for us to discuss on our Discovery Call? We want to provide you with any and all information that you're looking for & look forward to working with you!

Comments

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