Call Holds

[samuels12321]

Hi Community,

My Team is still new to ST, and we were looking for some additional examples of reasons for call holds. We are specifically interested in gathering more examples or instances where call holds might be necessary and applicable, so feel free to leave a response!

[mimiwarn]

We use holds for customers with parts on order, or reschedules that don't have a date yet. We have one person that has a dedicated task to go through the calls on hold weekly to follow up.

[KristinS1]

We only use hold jobs for when we have to go back same day only.  If not, we lose the appointments and forget about them! 

[AKUMP]

We handle holds similar to how Randi already mentioned where mainly its used for parts on order. Sometimes we also use holds for jobs where instead of waiting on a part we are waiting on a disconnect date for electrical. Another example would be waiting on the customer to finish work required before our work can be preformed (like a remodel of kitchen cabinets before a kit sink install). 

[RandiThompson]

We put a job on hold while we are waiting for ordered parts to arrive, it allows us to easily find these jobs in the Hold tray at the bottom of the dispatch board and when you put a job on hold it automatically turns off customer notifications so they don't accidentally get a confirmation text.

[MirandaMel]

We use hold jobs for ones where a customer has had to change their appointment date but don't have a set date to reschedule on  yet.  Other than that, our use of holds are very limited.  If we need to go back to a call for more work, we add an appointment or make a new job.