CSR ENROLLMENT

CSR ENROLLMENT

If someone is calling to enroll a pet we need to ask for the microchip number first.

If they are an existing customer, we need to verify 3/5 points of the customer´s account:

-Customer´s full name
-Microchip number
-Phone number
-Email address
-Service address

Check the T&C's (if needed) and make any necessary updates.

Multiple Select

What information do we need to find a pet´s profile? Select ALL that apply

• Microchip Number

• Phone Number

• Email

• Name

Multiple Choice

Do we have to make any updates if needed?

• TRUE

• FALSE

Dropdown

How many points of contact information do we have to verify for the customer?​ ​

Select answer

Please confirmer information letter by letter with the customers when they provide the microchips number, phone number, email address and name.

Use the military alphabet for spelling.

​

MUST BE ON EVERY CALL!

Multiple Select

What information do you have to repeat to the caller? Select all that apply.

• Microchip Number

• Address

• Email

• Country

• Name

If they´re not an existing customer we should click on the ENROLL A PET button, at the bottom of SalesForce.

Enter the microchip number and the customer details. Always ask for an email address. Read verbatim the T&C´s to the new pet owner. Then continue.

Multiple Choice

Do we need to read the terms and conditions verbatim?

• TRUE

• FALSE

We need to complete the customer´s information. Click next to proceed. Fill in the information for the pet, vet´s information is optional, they can fill that information on the website. Click on next.

​​In this screen you will see the cost for 12months of premium service. THIS IS OPTIONAL. You have to talk about the benefits this service has.

Sometimes will be free for 12 months or 3 months for free. This depends on the facility.

Regular price for the first year is 19.99

​The cost is _____. Premium Service is renewable annually (24.99) and provides 24/7 access to: 

• 24/7 Emergency Medical Hotline with licensed veterinarians

• Travel Assistance program for found pets. 

• HomeAgain Lost Pet Specialists  

• The ability to create and distribute Lost Pet Alerts and Personalized Lost Pet Posters

Would you like to proceed with our Premium Service? 

Dropdown

How much is the premium service without a facility promotion?​ ​

Select answer

Multiple Choice

On a new enrollment, does the customer gets 6 months of premium service for free?

• TRUE

• FALSE

​If the customer agreed to it follow the next steps:

​​You will be redirected to the Microchip (Asset) record. Click on Renew/New Subscription

​​Ask to the customer if they want the Auto Renew. Then click on next.

​You have to click on Select.

​Click on Add Base Products.

​On this page click Select Plan on the HomeAgain - Subscription line.
Standard Enrollment or SL90 if applicable.

​Offer a collar tag, #1 recovery tool for lost pets.

• If other items also need to be ordered, they can be added here. Click Select Plan on the HomeAgain -  Physical Goods line and select your items

• Click Next

​​1. Click on OK

​​2. Click on the magnifying glass.

​​3. Paste the mic number and click on the pet´s name.

​​4. Click on Submit.

1. You will then be directed to the Quote page, give this a couple of seconds to load and you will see the details you just input are populated.

   1. Read the Payment Terms and Conditions to the Pet Owner and click on the Pencil Icon to tick the box to confirm Terms have been accepted. Click Save.

   2. If the Pet Owner has an existing Default Payment Method this will be shown to the right side.

   3.  Check if they want to use this and if not, if not then you can create the new payment method now. Click the New Payment Method button.

​

Multiple Choice

We confirm with the customer if they want to use the existing payment method?

• TRUE

• FALSE

​PAUSE THE RECORDING BEFORE ASKING FOR THE INFORMATION

In this screen enter the card details (the address will automatically populate from the Pet Owner record details, so can just be checked) and click Submit. 

​You will then see a Confirmation screen Click OK.
You will return to the Quote Page

Drag and Drop

What should we do before asking for the payment method information​? ​ ​

Placeholder

Drag these tiles and drop them in the correct blank above

Pause the recording

Skip the payment step

Ask for personal information

​​1. On the Quote Page click Submit Order.

​2. Click on Submit.

​3. Wait 30 sec. in the Tap Menu 'V' and choose Refresh Tab.

​4. Check the status for any errors and the Auto Send Status should be Sent.

5 You will have the expiration date and the membership level.

Notify the caller that the pet has already been enrolled and ask for a picture to complete the profile.

They can do it by themselves on the website homeagain.com or they can send it to [e-mail]