HA LOST

Lost Pet
Training Process

Empathy

​​Patience

​​Sense of Urgency

​Soft Skills

Word Cloud

List 2 soft skills that are important for a Lost Pet agent to have. 

​T e r m i n o l o g y

Terminology

​CONCEPT	​EXPLANATION
​Basic Subscription	​Any customer can call to register the pet´s microchip and information.
Premium Subscription​	A paid subscription that includes lost pet alerts and lost pet posters, along with other benefits. ​
Zuora​	System to take payments.​
Pet Parent​	Another way to say pet owner.​
Reporter​	Person that is calling to report a lost pet, may not always be the pet owner.​
Microchip​/RF ID (Radio Frequency Identification)	Device implanted in the pet that comes with a serial number. ​
Salesforce​	System agents will be used to create reports or update pet/pet´s owner information.​

Terminology

Record Title​	​EXPLANATION
Accounts	Contains HomeAgain Customer information,
Pets	Contains information about the Pets that are related to the Account
Cases	There are different types of cases which can be created: General Enquiry, Enrollment, Transfer, Lost and Found
HomeAgain Processes	This is the process linked to the Case/Customer/Pet records, with the specific details related to the process
List Views	List views are a great way to sort, prioritize and analyze data, you access List Views from object home pages.  The Cases List Views are the ‘work queues’ for allocation of new cases​
Activities/Actions	Activities are used to Send Emails, Log Calls and record anything related to specific records in Salesforce

Multiple Choice

What is Zuora for?

• Details about Pet Owner

• Payments

• Policy's

• Reporting a problem

Lost Pet Process Overview

​When handling a lost pet report, we need to identify if the pet already exists in salesforce. You can look up the pet by asking for the microchip number, pet parent phone number or email. If the pet is in Salesforce, we need to identify if they have a basic subscription or premium subscription. If the pet does not show up, we need to enroll the pet first.

Multiple Select

How do we know if the pet is already in salesforce?

• Microchip number.

• Phone number.

• Pet Breed.

• Email.

​​

All information on this screen is mandatory. You will not be able to approve a report if something is missing.

​Next, we need to identify who is the caller.
If the caller is the pet parent, all of the information is up to date and they have a premium subscription, we can set up a Lost Pet Report.

Click on "Report Pet Lost", and enter the date, location and circumstances.

The approval status will appear "In Review" and you will have to complete the approval process. 

Dropdown

How do we report a lost pet?​ ​

Select answer

Multiple Choice

It is not mandatory to fill up all the boxes on the Report Lost Pet? TRUE OR FALSE

• TRUE

• FALSE

Lost Pet Process Overview

If the caller is the pet parent, all of the information is up to date, but they don´t have a premium subscriptions, you will need to explain the benefits of upgrading. If the customer decides to upgrade, follow the Zuora process to take the payment then come back to Pet Record to continue​.
If they decide not to upgrade, you only need to change the pet record to "Lost". 

Dropdown

What would be the two following steps if the customer wants to upgrade to a premium subscription?​

Select answer

Drag and Drop

What should we do if the pet is not enrolled on premium service?​

Placeholder

Drag these tiles and drop them in the correct blank above

Explain the benefits of the premium service.

Ignore the pet

Enroll the pet in a different service

Lost Pet Process Overview

If the caller is not the pet owner an alert can still be placed but you will need to uncheck the "Pet Parent Calling" box, enter the details of who is calling, and enter the date, location, and circumstances.

Drag and Drop

What should we do if the caller is not the pet owner?​

Placeholder

Drag these tiles and drop them in the correct blank above

Uncheck the "pet owner calling" box.

Ask for the pet owner's information

Transfer the call to the pet owner

Hang up on the caller

Lost Pet Process Overview

Pet parents can always set up an alert online when they have a premium subscription. No need to call in. 

1. Status on the Pet Record is updated to ‘Lost’​

2. HomeAgain Process is created with details of Date/Location and Circumstances​

3. HomeAgain Process ‘Approval Status’ will be set to ‘Not Required’​

4. No further action required 

Depending on the Subscription on the Pet you will see different messages on the final screen and the system will perform automated actions accordingly.

A pet without a Subscription.

1. Status on the Pet Record is updated to ‘Lost’​

2. HomeAgain Process is created with details of Date/Location and Circumstances​

3. HomeAgain Process ‘Approval Status’ will be set to ‘In Review’​

4. A Case is created and assigned to the ‘Lost Pet Approvers’ queue with the ‘Status’ of ‘New’​

5. Next Step = Approval Process

A pet with a Subscription

Multiple Select

What is included on the premium subscription?

• Poster.

• Video.

• Alert.

• Music.

• GPS

​HOMEAGAIN