eContract Tech Training CONTRACTOR COMMUNICATION
eContract Tech Training - Agenda • Agenda • eContract Overview • Comcast & Customer Benefits • Tech Workflow • Customer eContract Process • Paper Contract Process • Resources and Tools • Demonstration and Learner Practice Session
eContract Tech Training – Overview & Benefits • Overview • Partnership with DocuSign • Electronic Signature Verification • XFINITY Home Secure • Technology Requirements • iPad & TechNet v.1.0.12 • Benefits • Ensures Contract Completion • (Minimizes Errors) • Mitigates Compliance Risks • Improves Contract Workflow & Visibility
eContract Tech Training – Technician Workflow • Technician Workflow • Greeting & Five-Minute Sit-down Session • Premise Walkthrough • Device/Package Confirmation • Installation Cost Confirmation • Payment Collection • Subscriber Agreement Completion • Physical Installation • Service Acceptance (WFX) • Work Order Completion • Equipment Addendum Completion
eContract Tech Training – Promotion Detail • First Step:Locate • Promotional Details Prior to Entering the Subscriber Agreement • Check to see the customer is home before going on job • Select Job Action • Select Requested Products • Select the (+) symbol to make the job box larger • View discount detail • Use Promotion detail during signing experience
eContract Tech Training – Authorized Signer Policy • Why allow Authorized Signers? • Expedite installation of XFINITY Home Secure systems • Enhance the convenience of the installation process for our customers • When can I use an Authorized Signer instead of the account holder? • In the absence of the account holder, any person who is at least 18 years old and has the authority to make installation and service decisions at home may execute the contract as an “Authorized Signer.” This policy is consistent across both the electronic and paper processes. • Authorized Signer responsibilities: • Execute XH agreement • Pay with personal credit card only and NOT account holder’s • Identify and enter CTV and CTN contact information • Create master code to arm/disarm the house • Determine device placement and motion detector settings at home • Execute permit requirements in a particular region or municipality • Relay technician customer education to customer/primary account holder • Log into primary .net email account
eContract Tech Training – Device Upgrades • Device Upgrade Process • On upgrades for existing XH customers, whereby MRC remains the same and the customer is only adding new devices, techs must follow these guidelines: • Standalone Equipment Addendum will automatically pull up for tech • Included Equipment Existing customer package pre-populates. Tech will need to identify existing equipment and assign locations on the addendum. • Additional Equipment Tech selects upgraded / additional devices and assigns number and location. • Existing Equipment Tech identifies with customer existing devices from earlier system upgrade (if applicable).
eContract Tech Training - Equipment Addendum NOTE: Applies to Northeast and Central Divisions Only
eContract Tech Training – Equipment Addendum (System Upgrade Selected) • Important Tech Tip for System Upgrades: • You selected “system upgrade” as the alarm service. You will need to set the Location to “Not Installed” and change Quantity to “0” for the following above: • Door/Window Sensors • Motion Sensors • Select the appropriate number of Key Pads installed
eContract Tech Training – Equipment Addendum Additional Equipment
eContract Tech Training – Equipment Addendum Existing Equipment
eContract Tech Training – Paper Contract Process • Paper Contract Process • Reasons to Sign Paper Contract • New Paper Form • Equipment Addendum • Fire Location Record (where applicable) • Customer Signature Process
eContract Tech Training – Paper Contract Process • Reasons for Signing a Paper Contract • Customer refuses to sign electronically • Customer Requests Contract in Spanish • Technician cannot access electronic contract, i.e. Network issues • Technician does not have approved hardware, i.e. tablet.