Managing Service Programs

This article walks through how to manage Service Programs (SPs) in RepairQ. SP settings are available to select customers that utilize certain RepairQ APIs for claims processing. These settings are also only available on RepairQ Advanced or Professional plans.

ServiceCentral partners with OEMs, insurance providers, and warranty companies, to provide integrated service partner solutions that are 100% turn-key for repair shops. These partners are a part of the ServiceNetwork. This technology brings RepairQ retailers the ability to enroll and, after approval, instantly start receiving and processing claims referrals from integrated partners. Fully integrated to the respective partners' ecosystems, our claims service add-on to RepairQ helps guide technicians through the entire claims process; automatically reporting incoming referrals, status changes, transaction data, resolutions and financials; eliminating countless hours of manual work and helping ensure your organization meets partner requirements.

Each partner is referred to as a Service Authorizer (SA). Each repair program (walk-in, mail-in, out of warranty, insurance, etc.) is referred to as a Service Program (SP). SPs will most likely be added by RepairQ development team, so you will only have access to them if you are a part of a ServiceNetwork program. These companies will send claims into the RepairQ platform, and there are different settings for an admin user to control their appearance and functionality. This article will cover:

1. General Settings
2. Billing Agent affiliation
3. Location Overrides
4. Compatibility
5. Scoping Custom Forms
6. Scoping Automated Notifications

You must be an admin user in order to manage the SP settings. Scoping forms and notifications to specific SAs can be handled by a Location Admin, but we recommend working with a system administrator before making any changes.

General Settings

To begin, head over to Settings > Company Settings > Tickets > Service Programs.

Here you will see a list of all SPs that you have access to. Some groups have access to "Add Service Program", so you will see a button for that on the top right if you have that access. Each SP will have a pencil/edit button to click to modify the SP settings. Click on the pencil to edit an SP.

The General Settings include:

• Name: the displayed name of the SP
• Service Authorizer: the SA that the SP is linked to, or under
• Description: internal description so the team has a little info about it
• Billing Agent: which billing agent gets automatically assigned to all claim tickets under this SP. This is especially important for SPs whose claims end with balances that get invoiced back to a company. For more information on billing agents and invoicing, click here.
• Active: choose whether this is an active program or not

Location Overrides

When editing an SP, you'll see a link for "Location Overrides". Click that and you'll see a modal popup.

This area provides two different types of control:

1. Repair pick up/drop off times and locations: this is applicable for companies utilizing repair transfers, where a device is dropped off at one location, transferred to another for repair, then transferred back.
2. Activate specific locations: if only specific locations are a part of this SP, add them to the list and mark them as "Is Active". If this section is left blank, all locations are active.

Compatibility

SP compatibility allows you to scope devices, services, parts, or anything else directly to a SP.

• Devices:
  
  
  • If only certain devices are allowed to be repaired for a particular SP, they can be added here. Use the "+" button and then the filters to drill down on and add devices. The SA may have specific SKUs assigned to devices, that can come through the API. Entering those SKUs in here will allow that device to be automatically selected when a claim comes into RepairQ.
  • If you want RepairQ to force a standard repair ticket into this SP anytime a certain device is added to a repair ticket, check the "Program Required" box next to that specific device. This is typically used for repairs with certain restrictions from OEMs, that may not require any sort of billing arrangement, only dedicated guided workflows.
  • Slide the "Restrict Devices" switch over to only allow the devices in the list to be added to claim tickets for this SP.
• Services:
  
  • Here you can add SP-specific SKUs and pricing to repair services. If you typically have a price of $99 on a LCD replacement service, but for this SP, the price is $40, you can enter $40 and anytime that item is added to a claim ticket for this SP, the price will be $40.
  • The SA may have specific SKUs assigned to services, that can come through the API in some cases, and be added to tickets. Entering those SKUs in here will allow that service to be automatically added when a claim comes into RepairQ, if the integration allows it.
  • Slide the "Restrict Services" switch over to only allow the services in the list to be added to claim tickets for this SP.
• Parts:
  
  
  • Here you can add SP-specific SKUs and pricing to repair parts. If you typically have a price of $50 on a part, but for this SP, the price is $24.99, you can enter $24.99 and anytime that item is added to a claim ticket for this SP, the price will be $24.99.
  • The SA may have specific SKUs assigned to parts, that can come through the API in some cases, and be added to tickets. Entering those SKUs in here will allow that part to be automatically added when a claim comes into RepairQ, if the integration allows it.
  • Slide the "Restrict Parts" switch over to only allow the parts in the list to be added to claim tickets for this SP.
• Other:
  
  
  • Here you can add SP-specific SKUs and pricing to other items, such as accessories. If you typically have a price of $20 on an accessory, but for this SP, the price is $12.99, you can enter $12.99 and anytime that item is added to a claim ticket for this SP, the price will be $12.99.
  • The SA may have specific SKUs assigned to accessories, that can come through the API in some cases, and be added to tickets. Entering those SKUs in here will allow that accessory to be automatically added when a claim comes into RepairQ, if the integration allows it.
  • Slide the "Restrict Other" switch over to only allow the other items in the list to be added to claim tickets for this SP.

Scoping Custom Forms

RepairQ's standard Custom Forms feature allows you to create many different forms, for things like repair waivers, post-repair diagnostic forms, image/file uploads, etc. Those forms can be scoped to specific ticket types, warranty providers, and now, Service Authorizers and Service Programs. This will allow you to create specific forms for each SA or SP to align with the requirements from the SA. An example of this would be a unique diagnostic form they might require, visual inspection form, or unique repair waiver content that needs a signature pre-repair.

Head over to Company Settings > Tickets > Custom Forms to view your current forms or create new forms. Click to edit an existing one, or create a new form. In the "Ticket Type" section, you'll find all different ticket types that you have access to. If your company is processing claims from SAs, you'll see "Claim" as an option.

Once that box is checked, some new options will appear that will allow you to scope the Custom Form to a specific SA or SP.

Click on each dropdown box to select the desired SA or SP, and the custom form will only populate and be required on claim tickets underneath the respective SA or SP. Once you select an SA, you can then choose to select an SP, or to leave it open for all SPs under that SA.

Scoping Automated Notifications

RepairQ's standard Automated Notifications feature allows you to send out alerts to customers, locations and employees about changes that affect them. Using this feature significantly enhances internal and external communications regarding tickets, purchase orders, and other items. Those notifications can be scoped to specific ticket types, statuses, resolutions, and now, Service Authorizers and Service Programs. This will allow you to create specific notifications for each SA or SP to align with the requirements from the SA. An example of this would be a unique email they might require to be sent to the customer when their device is ready for pickup.

Head over to Company Settings > Communications > Notifications to view your current notifications or create new notifications. Click to edit an existing one, or create a new one. Scope the trigger to "Ticket Status Change", then if your company is processing claims from SAs, you'll see "Claim Tickets" as an option under Additional Trigger. Select "Claim Tickets".

Click on each dropdown box to select the desired SA or SP, and the notification will only be triggered on claim tickets underneath the respective SA or SP. Once you select an SA, you can then choose to select an SP, or to leave it open for all SPs under that SA.

To learn more about Service Authorizers, click here.

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