Request for new equipment quote

Request for new equipment quote

There are plenty of reasons that a customer may call with the request of a quote for new equipment. Whether it be simply upgrading equipment, replacing something faulty, or something new that they want to purchase for the restaurant, these requests will be taken through support.

All requests should follow these steps:

  1. Verify general information about the equipment they are purchasing. If they want a printer, which type? Thermal or impact? Network or receipt? If they simply want to replace a cable? What type of cable is it? If a customer doesn't know what something is, or can't describe it, ask them to send a photo to Support@Ordyx.com. You can then verify for yourself.
  2. After confirming the equipment, write up a ticket with all of the infomation included. Be detailed with this information, as it is necessary to order the correct item or items for the customer.
  3. Verify the  customer's email address. Typically we will have an email address on file, but it doesn't hurt to confirm it.
  4. Assign the ticket to Support Lead. They will reassign the ticket to Billing.

After the quote is sent out, it will be assigned back to a support member. At this point, you will contact the customer and ask them to respond to the email, saying whether or not they want the item(s) at the quoted price. If they do not want the item, close the ticket. After three calls, also close the ticket.

When they confirm that they would like to purchase, send that ticket back to support lead, and an invoice will be sent out to to the customer. They are able to pay for the invoice through the link provided, as shown below:

Once an item has shipped, send an email with the tracking number, and notify the customer of the day that the item is slated to arrive. If it something that they will need help installing, schedule the install. If not, close the ticket.

 


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