Missing Service Recovery Button / Hotsheet Acknowledged But Remains Under Pending

When a vehicle owner responds with a score of 7 or less to questions 1 (quality), 2 (customer service) or 7 (would recommend shop) for a UpdatePlus CSI question, your shop is e-mailed a notification to complete a Service Recovery Form. The single question post-delivery feedback survey that all shops have will also trigger a Service Recovery Request Form with a response of "No (not satisfied)".

This form is to provide the respective Insurance Company with your shop's rebuttal to a negative feedback. Shops are expected to have followed-up with vehicle owners, when possible to address any negative reported impressions. This allows the Insurance Company to know the outcome and/or your shop's explanation for the score given.

You can either complete a service recovery form, or acknowledge the Hotsheet. IMPORTANT: in order to complete the service recovery form, you must have the appropriate security role enabled on your CCC Estimating user ID.

To View / Complete a Service Recovery Form

If a hotsheet has already been acknowledged, you will not have the option for completing the Service Recovery Form.

1. Expand the Navigation menu, then select Customer Experience.
2. Expand the Hotsheets section, then select Pending. 
3. Select the desired Hotsheet, then Service Recovery from the mini-toolbar.
4. Answer all questions in the recovery form, then click Submit.

To View / Acknowledge Hotsheets:

If a service recovery form has already been completed, you will not have the option for acknowledging the hotsheet.

1. Expand the Navigation menu, then select Customer Experience.
2. Expand the Hotsheets section, then select Pending. 
3. Select the desired Hotsheet, then select Acknowledge.
4. Enter any comments in the Acknowledge Hotsheet form, then click OK.

To enable the required permission:

You may need your CCC Estimating administrator to perform these steps for you.

1. Select Configure > Security Roles from the menu bar.
2. Locate the Security Role currently assigned to your CCC Estimating user ID, then select Edit from the mini-toolbar.
3. Locate and enable the Customer Communication - Complete service recovery on hotsheets permission.
4. Select OK.
5. Close and reopen CCC Estimating for the changes to take affect.

*KA4423