Page 24 - Email Support Playbook

Account Information & Case Information Fields

You have now accepted a new case. It is in process so you have at least read the dealer‟s
email. You now need to fill out some valuable case and account information to ensure that
any person viewing the case has a quick reference for what you are working on and who you
are working with. This is especially important because we have phone and email CSRs
collaborating to provide our dealers with a seamless experience when communicating with
Hunter Douglas.

Verifying Account Information

When you first received the case the account number may have already populated in the
case information section (the right portion of the split screen). It was pre-populated because
the email address the dealer contacted us from is listed on their account. It is either listed
under a specific contact or as the general account email.

Account Number Has Not Populated

When the account number has not populated you will need to locate the account number and
then request to add the dealer‟s email address to their account.

Typically if an account does not pop the dealer is aware they need to provide their account
information and will reference it in the body or subject of the email along with their name (in
signature). When this occurs you can resolve the issue for the dealer as you normally would,
but you will need to ask if you can add their email address to the account as a new contact or
by editing an existing contact.

Example: Verifying
an email address for
an existing contact.