Once a case has been allocated to a service agent the Case Status changes to Repairer to contact customer.
- The repairer is now responsible for getting in touch with the customer and arranging the In Home Fault Assessment.
- The store is still required to follow up the case and ensure it does not go over a reasonable amount of time.
- The store is responsible for following up with the customer to confirm if the In Home Fault Assessment or repair has be completed. If it has, the store is to close off the case in Solvup using the “At home service close” function in the case.
Please Note : Depending on your Solvup configuration this flow may not necessarily be available, Contact support@solvup.com if you require further information. 