Customer success

Colbie's home — callbacks with retry state (the sticky notes are dead), crew ETA read-through from dispatch, referral + service intake. Hallway pings become tasks.

Callbacks due today

incl. 1 overdue (attempt 3/3)

Awaiting schedule confirm

Remi row is inside its 24h SLA

Service tickets open

3 total · 1 dispatched

Referrals this month

incl. 1 solar detach/reset

Callback queue

replaces sticky notes — every retry carries state

AR can generate collection-call tasks directly (the Rachael → Colbielane, formalized) — and “Cory tells me on the spot” becomes a task here, not a hallway ping.

J-1042Dave & Marcia Hendersoninsuranceschedule confirmdue today

attempt 2/3 · next today 2:00p

J-1056Hannah & Pete Kowalskid2dschedule confirmdue today

attempt 1/3 · next today 4:30p

J-1052Grant & Ellie Mossinsurancecollection calldue today

attempt 2/3 · next Tue 07-21 · from AR — Rachael

J-1047Tom Brackenretailcollection callretry scheduled

attempt 1/3 · next Wed 07-22 · from AR — Rachael

J-1044Luis Ortegaretailcolor follow-upretry scheduled

attempt 1/3 · next Wed 07-22

J-1046Remi (Partner) — unit 4 tenantremischedule confirmoverdue

attempt 3/3 · next today 11:00a · from dispatch — Cory

J-1055Tom Brackenretailsatisfaction checkretry scheduled

attempt 1/2 · next Thu 07-23

J-1054Nina Callowayd2dsatisfaction checknew

attempt 0/2 · next after install

Crew ETA (from dispatch)

read-only — kills the “where’s the crew?” inbound class

Job	Crew	State	ETA
J-1046 Remi (Partner) — unit 4	Summit Exteriors	arrived	on site 7:40a
J-1042 Dave & Marcia Henderson	Vasquez Roofing	on my way	Tue 07-21 ~7:15a (delivery lands tonight)
J-1048 Sandra Whitfield	GreenLine Landscape	dispatched	Wed 07-22 8:00a
J-1047 Tom Bracken	Vasquez Roofing	done	wrapped Fri 07-10 4:20p
J-1056 Hannah & Pete Kowalski	— (WO-706 unassigned)	dispatched	pending crew assignment

Same states the sub taps on the dispatch link (E1) — CS sees them live, homeowner questions answered without a radio call.

Touchpoint templates

sequences differ BY CHANNEL

remiRemi sequence

1Color confirm
on deal received
2Schedule confirm
on WO published — ≤24h SLA (25% upfront)
3Schedule-date call
day before install

d2dD2D sequence

1Welcome call
day after signing
2Schedule call
on ready-to-schedule
3Post-completion satisfaction check
2 days after install

Post-completion satisfaction check is a first-class step (D2D), not an afterthought. Insurance/retail sequences fold in with Rachel’s pack.

Referral intake

Carla Jensen — 1490 E Aspen Way, Sandyrouted

referred by Dave & Marcia Henderson (J-1042) · original rep Dominic (auto-resolved)

Bill & June Ostler — Rivertonnew

referred by Hannah & Pete Kowalski (J-1056) · original rep Dominic (auto-resolved)

Sunrun install @ 633 N Vine Stappointment set☀ solar detach/reset

referred by John Frampton (solar — external) · original rep — (external actor, no rep) (auto-resolved)

solar detach/reset lane — panels off → reroof → panels back — external actor lane (John Frampton)

Rep resolution is automatic off the referring HO’s job — 3 manual lookups today, zero here. The resolved rep is also the commission datum.

Service / warranty

SV-01Tom Brackentriagepast work: J-1055

Pipe-boot leak at master bath vent after Saturday rain

SV-02Grant & Ellie Mossnewpast work: J-1052

Ridge cap shingle lifted — NE corner

SV-03Sandra Whitfielddispatchedpast work: J-1048

Drip zone 2 not running — controller fault?

Repair-on-past-work finally has a home: lookup past job → service ticket → dispatch. No more name → JN lookup → Ethan tribal routing.