PestPac – Creating a Priority Service

1. First, review the client’s account to make sure that there is not a pas due balance and that the scope of their service program covers the pest at hand. Sometimes, we can make single exceptions for clients and provide a “courtesy” service for a pest they are not covered for (i.e. a single small ant priority for someone on 3x year service.)
2. From the account page, select the gold Service Order button at the top right corner of the page to create a new ticket.
3. Right click the drop-down menu under Service and select the appropriate option.
4. Enter the following information:
   • Work date and time
   • Time range (if discussed)
   • Technician
   • Order instructions:
     1. Repeat time range if it was established with the client.
     2. Name of person you spoke with.

• • What they are seeing. Where they are seeing it, and for how long.

5. Click the gold Save button at the top of the screen.

Scheduling a priority service: For priority services, there are two options for scheduling. You can either:

1. Try to get someone onsite that same day, or
2. Schedule the service for an upcoming day.

Scheduling same day:

1. Check to see if we have technician(s) in that area.
2. If so, ask the client if it’s OK to reach out to our team of technicians and see if anyone can get by there today. Let them know you will be in touch later on.
3. If there is only one technician in that area, check to see how busy their day is. If they may be able to take it, call them and ask before putting it in their schedule.
4. If there are multiple techs who could possibly take it, send out a message in the appropriate group chat in WhatsApp. Make sure to monitor the conversation and always thank the technician who takes the call.
5. Message the technician who is performing the priority directly to confirm that the service scheduled and in their day.

Scheduling for an upcoming day:

1. Use the Best Fit function of PestPac to find the best day for scheduling.
2. If you schedule it for the following day and route logs are already printed, make sure to handwrite it on the route log. Include:
   • Client #, last name, type of priority, and time frame.

Considerations for scheduling a priority:

• Level of urgency
• Scope of their service program
• Previous priorities (if this is a repeating issue, schedule the service with a senior technician)
• Inside access or locked gates (Does the client need to be home?)