Overview

Dispatch™ allows insurance carriers to locate, assign, and schedule a "resource" locally. It also allows "resources" to view their schedule and tracks activity / tasks. Has a mobile app that resources can use to tell them what their assigned jobs are for today and upcoming days.

Process

1. NOTE: For Accurence = create your call ticket but do not fill out the Product field on the ticket form YET
   
   
2. Capture details via canned response /dispatch escalation
   • Full name:
   • Company (Allstate or a Vendor like PILOT):
   • Phone number:
   • Email address:
   • Issue / question (if this is a major outage/latency, follow the steps on the Incidents Protocol KB page)
     
     
3. Wrap up the call
   
   
4. Update the Contact, Company, Subject Line and ensure you have published the Private Note with all the relevant info
   
   
5. Publish your private note with all relevant details.
   • This must be done after the call ends. You can copy/paste from previous notes, but the info that is auto-sent to Product team will be your last private note.
     
     
6. Log the ticket as follows:
   1. Status = Pending
   2. Type = Support Assistance
   3. Waiting On = Outside Support
   4. Product = Dispatch
      • Changing the Product = Dispatch field is what kicks off the automation. So complete all steps prior to updating this field
   5. Final Resolution = Dev/Product Hand Off
      
      
7. Send customer an email letting them know that a hand-off has been initiated (/dispatch update)

Closing The Loop

1. Wait for Product to confirm they have received the email 
2. Once confirmed, send a closing email to customer letting them know that the issue has been escalated to a product specialist who will contact them shortly (/dispatch resolve).
3. Set status to Resolved