RESINC Solar & Batteries
Customer Care

Case Management

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RESINC Solar & Batteries
Customer Care · Live from Zoho CRM

Case Management

— open cases · — need action · — new and — closed so far today.

Loading from Zoho…Guide
01
Right now
Live from Zoho. Click a number to see those cases in the work list.
Open cases
Every case that isn’t closed yet.
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Stalled cases
Open cases with no activity for 5+ days or no customer update for 7+ days.
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Waiting on a service visit
Open cases at Service Call Required or Booked.
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— still to be booked
Waiting for first contact
New cases where the customer hasn’t been contacted yet.
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Open over 30 days
Open cases more than 30 days old.
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target: under 20
02
Today’s work list
Work this list in the daily huddle. When a case is actioned it drops off.

Work list —

Every open case that needs something done, once, most urgent first, with what it needs and why. Click a case number to open it in Zoho.

CaseWhat it’s aboutOwnerNeedsWhyCustomer moodStageDays open
03
Who has what
Open cases per owner. Red is the part that has stalled.

Open cases by owner —

Open cases per owner, now. Red = stalled. Click a person to filter the work list to their cases.

01
Wednesday case meeting
Cases to discuss: high risk, stalled, open more than 21 days, or compensation not yet paid. Tick each one as you go; notes save straight to the case in Zoho under your name.
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01
Scorecard: last week
Each measure against its target. Green is on target, amber is close, red is off target. The arrow compares with the period before; the line shows the last 13 weeks.
02
Is the backlog shrinking?
Cases opened and closed each week, and the open backlog. Hover a week for its numbers.

New vs closed, last 13 weeks

Cases opened and closed each week. The current week is partial.

Open backlog, last 13 weeks

Open cases at the end of each week, and how many of them were over 30 days old.

03
Team scorecard: last week
The same measures for each case owner.

Each case owner against the same targets, for the period you picked. Open and stalled are as of now. Click a name to see their cases on the Today tab.

OwnerOpen nowStalledClosedContacted in 24 hDays to closeSLA breachedOpen 30+ days
04
Where the backlog sits
What open cases are waiting on, how old they are and what type they are. Live, not affected by the period.

What open cases are waiting on —

Open cases by status, now. Red = past SLA.

How old the backlog is —

Open cases by days since opened. Navy = waiting on a service visit.

Open cases by type —

Open now, by case type. Red = past SLA.

05
How customers feel: last week
Every customer email, call and voicemail on a case, read and scored as happy, neutral or unhappy.
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Happy
— messages
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Neutral
— messages
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Unhappy
— messages
06
Team activity: last week
Case notes written, cases worked on and closed per person.

Notes written per person

Case notes written per person in the period, with cases worked on and closed.

Service calls: this week

New cases needing a visit
Cases opened in the period that need someone on site.
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— of new cases
Visits booked
Service visits scheduled for the period.
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Visits completed
Service visits completed in the period.
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Case opened to visit (median)
Typical days from a case opening to its service visit.
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for visits booked in the period · target 7 d
Open cases waiting on a visit
Open cases with a service visit still to happen.
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Days to close with / without a visit
Typical days to close cases that needed a visit, against those that didn’t.
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without a visit: — (median, closed in period)

Visits booked and completed, last 13 weeks

Service-call visits by the week of the visit date. The current week is partial.

Who does the visits: this week

Visits booked in the period by service contractor, and the median days from case opened to the visit.

Service contractorVisitsDays to visitCompleted

Cases per install by installer

This year's cases raised on each installer's installs since the start of last year, per install. Installers with 30 or more installs. The dashed line is the network rate.

Installer scorecard: this week

Cases opened in the period on each installer's jobs. Workmanship = installation, install quality, completion, outstanding works, property damage and safety cases.

InstallerCases per install (YTD)CasesWithin 90 days of installWorkmanshipNeeded a visitMedian days to closeNegative customer messagesCompensation

Battery vs solar: this week

By the system on the customer's deal. Cases per install uses this year's cases on installs since the start of last year.

SystemCases per install (YTD)CasesNeeded a visitMedian days to closeNegative customer messagesCompensation

Support tags on deals: this week

Times someone outside the case team @-tagged a support person in a note on a customer's deal, and whether the person tagged replied on the deal or on one of that customer's cases. From a read of deal notes since 1 July; refreshed separately.

Tags to support
Times someone tagged the support team on a customer’s deal.
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Median reply
Typical hours for the person tagged to reply.
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— answered within 24 h
No reply
Tags that never got a reply on the deal or a case.
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— with no case before or after
Became a case within 14 days
Tags that turned into a case within two weeks.
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By person tagged: this week

Tags to each person in the period. Red = no reply.

Customer sentiment: this week

Customer messages on cases (their emails, call summaries and voicemails), each scored from very negative to very positive by reading the note. Since 1 May; refreshed separately.

How customers feel: this week

Every customer message on a case in the period (emails, call summaries, voicemails), scored by reading it.

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Happy
— messages
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Neutral
— messages
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Unhappy
— messages
Customer messages scored
Customer emails, call summaries and voicemails read and scored.
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on — cases
Negative
Share of customer messages that were unhappy.
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target: under 25%
Positive
Share of customer messages that were happy.
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Negative in a case's first 3 days
How unhappy customers are when they first get in touch.
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Escalation language
Messages mentioning reviews, Fair Trading, refunds or formal complaints.
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Share of customer messages that are negative, by month

Lower is better. The dashed line is the 25% target.

By case type: this week

Share of customer messages that were negative, by case type.

What negative messages are about: this week

Negative messages by topic.

RESINC Solar & BatteriesCase Management dashboard · Customer Care