This guide outlines the steps to locate a customer or job in our system using phone numbers, addresses, and additional tools. Follow each step in order to ensure nothing is missed.
Always verify the information provided by the customer before searching. When in doubt or if any step is unclear, ask Mary or a coordinator for assistance.
1. Start With the Information on the Work Order
Ask for the phone number and address listed on the work order. Sometimes multiple customers have the same name — address and phone number are the most reliable fields to search on.
Enter this information into the Call Sheet (this lets you search multiple places without making the customer repeat the info over and over).
2. Search the Call Sheet
- Copy the phone number or address.
- Press Ctrl + F, paste the phone number/address, and press Enter to search.
- If the Call Sheet shows no relevant information, move to the next step.
3. Try an F7 Search
Use the customer's phone number or address to search within the invoices (F7 search). If nothing appears, move to the next step.
4. Perform an F12 Search
Use this search if the previous steps show no invoice or call history. If still no work order appears, continue to archives.
5. Search the Archives
- Use the customer's phone number or address.
- Go to Ctrl + F2, press S, and enter the information.
- If nothing appears, proceed to the final step.
6. Check ServiceBench
You will HAVE to have a Whirlpool dispatch number to check this step.
Notes
- Always verify the information provided by the customer before searching.
- When in doubt or if any step is unclear, ask Mary or a coordinator for assistance.
