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(Standard Issue Resolution Steps (Determine where TM is (In Visit? (No (At…
Standard Issue Resolution Steps
Determine where TM is
In Visit?
Yes
Pull up client profile
Profile issue?
Yes
Home access?
Yes
1 more item...
No
1 more item...
No
Visit Issue?
Yes
1 more item...
No
1 more item...
No
En route
Car Trouble?
Yes
Can TM drive/get to visit?
Yes
1 more item...
No
1 more item...
No
Lost?
Use Google Map to assist
Traffic?
Yes
Get ETA
Text Client if later than window
1 more item...
No
Did not refresh app
If time send TM to visit
Can be saved?
Yes
1 more item...
No
1 more item...
Woke up late
See if visits can be/need to be moved
Send SL if possible
ETA?
Take off visits if possible
At complex/building/house
Leasing office closed?
Yes
Sign on door with ETA?
Yes
1 more item...
No
1 more item...
No
Cannot find apartment text
Yes
Walk TM through apartment if know/written in profile
Have them ask Leasing Office for a map
No
Cannot find parking
Garage?
Yes
Walk TM where to park in lot
No
Look on Google Maps where available parking
1 more item...
Door wont open/sticky door
Correct key?
Yes
Check Tips and Tricks - Home Access doc
No
Reach out to Client - ask for another method into home - send picture of key
No key in lockbox
Another way in?
Yes
Send update to TM
No
Follow Client Escalation protocol
No key release
Check Hello account
In Hello?
Yes
1 more item...
No
1 more item...
Search by client email/name