Use Encompass to follow up with customers who submitted claims and get them scheduled for a repair appointment.
The Claims Pending Appointments Report is designed to help you see an updated list of customers that need to schedule repair appointments related to a submitted claim. You can use this list to call customers to remind them to make their appointment, or assist them with scheduling their appointment over the phone.
Claims Pending Appointments can be found within the CRM (Customer Relationship Management) menu. Hover over CRM and click Claims Pending Appointments.
Once in the report, you can use the top filters to narrow your list, if desired. These filters can be helpful if you cover several locations.
Once you have selected your filters, you have a couple options for contacting the customer to get them scheduled:
Use the customer number displayed to dial the customer.
Click the 'Click to Call' link to call the customer through Encompass Outbound Calling. Note: this option is only visible for stores that have Outbound Calling enabled. Want Outbound Calling for your store? Contact us!
Important note about this report -
The claim data in this report refreshes approximately every 30 minutes, which means although it stays relatively up to date, there may be a small lag in removing customers from the list if their appointment has been scheduled. It may be helpful to open the customer's Fixt link prior or during your call so you can shift your talk track to making sure they are prepared for their appointment if it's already been made.
