Scheduling On-site Support Tasks

Whenever possible, CCS prefers that customer's pre-schedule lengthy and labor intensive projects. This is most critical for on-site activities. Doing this in advance is best for all parties involved. This allows time for proper preparation by all parties, maximizes the efficiency of the project, and ultimately lowers your support costs.

When we have advanced warning, and a good idea of the project tasks, we can provide the best service. We can effectively manage:
 

• traffic issues and inclement weather delays in one getting to a project location
• schedule projects based on estimated time of completion
• estimate the time that it takes for technicians to make it to the next customer  
• effectively schedule our technicians, to get the work done on-time or ahead of time 
• allow the technician to make all of his/her scheduled stops that day 

This way everyone is happy with the outcome...

Here some examples of things that can happen on-site that will delay, stall, or require projects to be rescheduled.  The end result of problems like these can be charges that were avoidable or incomplete services.

• A customer calls the CCS main office to reschedule an on-site appointment while the support technician is already in route to, or has just arrived at the project location.

• A customer makes an appointment when they will be the only person at a secured physical location. At the designated time, no one is there, and no one answers the contact number that CCS was given.  The customer shows up  30 - 60 minutes late without having contacted anyone at CCS with their status.

• Scheduling a project that will require your direct involvement for a day and a  time when you will have to leave work early for personal commitments (e.g. school plays, graduation ceremonies, weddings, doctor appointments, or the day that you are leaving for vacation, etc).

• Fielding multiple and lengthy social phone calls while keeping technicians waiting for input that effects project commencement or completion.

• Not scheduling the work in advance, and then expecting it to be done ahead of schedule. (i.e. rushing the technician). An example of this is:   scheduling a technician for a (3) three hour project, and then expecting it to be done in less than (1) one hour.

• Leaving a technician alone in a open store, while you are the only one working for "just a few minutes" to get a cup of coffee, and then not returning for more than an hour.

If you have concerns regarding the scheduling of tasks in advance, please contact the CCS Retail Systems Support Department.