Assign Support Call Follow-Ups to Specific Users

Overview

Support call follow-ups can now be assigned to a specific user. This feature ensures accountability and helps distribute follow-up tasks among team members based on expertise, workload, or customer relationships.

How to Assign a Follow-Up

Step 1: Insert a new support call or open an existing one

Step 2: Enter or select a Follow Up Date

Step 3: Enter a Reason For Follow Up (optional but recommended)

Step 4: Click OK

Step 5: You will receive the prompt: "Would you like to assign this reminder to a specific person?"

Step 6: Choose one of the following:

• YES - You will be prompted to select an employee from the employee list to assign the follow-up to
• NO - The follow-up will be scheduled on the calendar without being assigned to a specific user

Calendar View

Once assigned, the follow-up reminder will appear on the calendar:

Location: Under the selected employee's calendar on the specified follow-up date

Visibility: The reminder shows clearly who is responsible for the follow-up action

Benefits

Accountability

• Clear ownership of follow-up tasks
• No confusion about who should handle the call
• Easy tracking of individual responsibilities

Workload Distribution

• Assign follow-ups based on employee availability
• Balance workload across team members
• Match expertise to customer needs

Better Organization

• All follow-ups visible on individual calendars
• Team members see their own assigned tasks
• Managers can monitor follow-up assignments

Improved Customer Service

• Ensure no follow-ups fall through the cracks
• Assign to the most appropriate team member
• Build customer relationships through consistent contact

When to Assign vs. Not Assign

Assign to Specific User When:

• Follow-up requires specific expertise
• Customer has an existing relationship with an employee
• Workload needs to be distributed fairly
• Accountability is important for this task
• Employee initiated the original support call

Leave Unassigned When:

• Any team member can handle the follow-up
• You want flexibility in assignment later
• Team uses a pool system for follow-ups
• Follow-up is informational only

Best Practices

1. Always include a reason - Even though optional, the Reason For Follow Up helps context
2. Assign strategically - Match customer needs with employee strengths
3. Balance workload - Distribute follow-ups evenly across team
4. Check calendars - Review employee availability before assigning
5. Track completion - Monitor that assigned follow-ups are completed on time

Common Use Cases

Technical Follow-Up

Assign to the technician who worked on the original issue for continuity.

Sales Follow-Up

Assign to the sales representative who has the relationship with the customer.

Billing Question Follow-Up

Assign to billing specialists for accounts receivable matters.

Manager Review

Assign escalated issues to managers or supervisors.

Training Follow-Up

Assign to team members who need experience with specific customer types.

Managing Assigned Follow-Ups

For Employees:

• Check your calendar daily for assigned follow-ups
• Complete follow-ups on or before the scheduled date
• Update the support call with results after completing follow-up

For Managers:

• Review team calendars to monitor follow-up assignments
• Reassign if an employee is unavailable or overloaded
• Track completion rates for accountability

For Team:

• Communicate when reassignment is needed
• Update reasons and notes for clarity
• Coordinate on customer-specific issues

Viewing Follow-Ups on Calendar

Individual View:

• Employees see their assigned follow-ups on their calendar
• Clear indication of date and reason
• Click through to support call for full details

Team View:

• Managers can view all employee calendars
• See distribution of follow-up assignments
• Identify workload imbalances

Tips for Effective Assignment

• Assign follow-ups immediately when creating support calls
• Use consistent naming in Reason For Follow Up for easier tracking
• Consider time zones when assigning follow-up dates
• Set realistic follow-up dates that allow adequate preparation
• Review assigned follow-ups weekly to ensure timely completion

Workflow Example

1. Customer calls with a technical issue
2. Support call created and resolved
3. Follow-up needed in 3 days to verify resolution
4. Follow-up date set for 3 days out
5. Reason: "Verify alarm system is functioning properly"
6. Prompt appears: Assign to specific person?
7. Select YES
8. Choose the technician who handled the original call
9. Follow-up appears on technician's calendar
10. Technician completes follow-up on scheduled date

Need Help?

Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com