PulseAlert Hub

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<<nobr>> <style> /* Gallery container */ .gallery { display: grid; grid-template-columns: repeat(3, 1fr); /* 3 columns */ gap: 10px; /* Gap between videos */ } /* Video tile */ .video-tile { position: relative; width: 100%; padding-top: 56.25%; /* 16:9 aspect ratio (height/width) */ overflow: hidden; border-radius: 5px; /* Rounded corners */ } /* Video embed */ .video-tile iframe { position: absolute; top: 0; left: 0; width: 100%; height: 100%; border: none; /* Remove iframe border */ } /* Text overlay */ .video-text { position: absolute; top: 0; left: 0; color: white; font-size: 18px; font-weight: bold; padding: 10px; /* Add padding for better readability */ z-index: 2; /* Ensure text is above video */ } </style>  <div class="gallery">  <div class="video-tile"> <iframe src="<iframe width="560" height="315" src="https://www.youtube.com/embed/sqelF9LaAlQ?si=A_3a3kynNY_E03XD" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>" allowfullscreen></iframe> <div class="video-text">Chicken Fricassee</div> </div>  <div class="video-tile"> <iframe src="<iframe width="560" height="315" src="https://www.youtube.com/embed/hJswLfXL_GA?si=m1DygTJqoHkZAfF2" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>" allowfullscreen></iframe> <div class="video-text">Coq au Vin </div> </div>  <div class="video-tile"> <iframe src="<iframe width="560" height="315" src="https://www.youtube.com/embed/Gv0BroAQcG8?si=se0cbDGYWDR83Q-J" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>" allowfullscreen></iframe> <div class="video-text"> 0:03 / 2:12 Mini Potato Dauphinoise</div> </div>  <div class="video-tile"> <iframe src="<iframe width="560" height="315" src="https://www.youtube.com/embed/Sk-1jJa7FeA?si=0hf2JODK6JwYM2b7" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>" allowfullscreen></iframe> <div class="video-text"> 0:03 / 2:49 Beef Tenderloin</div> </div>  <div class="video-tile"> <iframe src="<iframe width="560" height="315" src="https://www.youtube.com/embed/H--xmWHD8ME?si=n8HTmPPhmWTUQGMQ" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>" allowfullscreen></iframe> <div class="video-text">Creamy Tuscan Chicken Pasta</div> </div>  <div class="video-tile"> <iframe src="<iframe width="560" height="315" src="https://www.youtube.com/embed/RtFJmmLLuZk?si=Q_06OuXzQ9hjqyQc" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>" allowfullscreen></iframe> <div class="video-text">Beef Stroganoff</div> </div> </div> <</nobr>>

<<button '"Collections"'>> <<run slideWin("Cancellation")>> <</button>> <b>Cancellation request</b> https://docs.google.com/document/d/1y5aE1ZFM9NBHKO26k_aNBUPVuht4Ovh6At4BWbUj-K8/edit

<b>What is Five9?</b> Five9 is our cloud base softphone used to get interactions from customers. We will be able to receive calls, make calls, receive chats and get and send emails. <img src="https://live.staticflickr.com/65535/53813033391_589e58160d_n.jpg" alt="Description of the image"> <b>Starting Five9</b> Go to the link https://login.five9.com/ and log in with your username and password given before the training. <img src="https://live.staticflickr.com/65535/53813478040_9ded7aab95.jpg" alt="Description of the image"> Once you log in, the system will ask you to download the website extension and install it. You must have the extension version 13. Once you have set up the extension, please log in and use the station ID given to you. Then you click on the next button and you will hear 3 tones if the station was set up correctly. After you click on View My Dashboard you will be automatically prompt in not ready state. <b>Taking calls</b> To start taking calls please change the Aux by clicking on the drop down menu. Then select the option Ready for and select Voice, VM and Text. You are ready now to start taking calls, receive voice messages and emails or chats. If you want to do an outbound call you will need to click the icon for calls, copy the customer’s number and select the corresponding campaign before clicking Dial. <b>Taking Chats and Emails</b> Once you get available for text you will start receiving emails and chats based in the queue. You can also send emails from the option below: Once you get the compose email pop-up window, you will need to select the campaign and disposition to send the email. <b>Taking VM</b> Once you are available for VM you will receive it in immediately as long as we have VM in queue. You can download the VM by clicking the cloud and download option and upload it to the customer account and give them a call back based on the information you heard on the VM. You can also find the VM by searching it in the call log organized with the phone number and the date they record it. <b>How to see the reports</b> Every Five9 user has access to get the reports and to download their calls. Every interaction with the customer must be documented and the call recording upload it in FQ. In the customer portal, select the option for Dashboard and reports. Once you are on the reports option, select Custom reports and the drop down list: Shared report. From this one select: Call Log Organized to get the latest calls and you can select the interval you are searching for. <b>Additional information:</b> You should set up your email signature by going into the settings. <b>You can use the following format:</b> Pulse Medical Customer Experience Pulse Medical Inc. 21 King Street West, 5th Floor Hamilton, Ontario, L8P 4W7 1-888-236-6756 <b>Hours of operation: 09:00 AM - 08:00 PM Eastern Time</b> <b>Important Links</b> Five9 Login Five9 Reporting

<b>Creating a new task</b> <b>When creating a new task, follow these steps:</b> <video width="640" height="360" controls> <source src="https://live.staticflickr.com/video/53813724879/98ae9bc396/720p.mp4?s=eyJpIjo1MzgxMzcyNDg3OSwiZSI6MTcxOTI2ODMwOCwicyI6IjRlNzEyZmY1NDhkY2FhNjViNTQ1ZTdlYzY4MjMzNzFmM2Y2OWRjMGYiLCJ2IjoxfQ"> Your browser does not support the video tag. </video> <style> ol { margin-bottom: 0; /* Remove default margin */ padding-left: 20px; /* Adjust the left padding of the list */ line-height: 1.2; /* Adjust the line height */ } li { margin-bottom: 5px; /* Adjust the bottom margin of each list item */ } </style> <ol> <li>Fill out title of the task</li> <li>Assign it to a team member the task refers to</li> <li>Set a Due Date</li> <li>Check the “Notify” box if you want the task to be notified via email to the team member</li> <li>Put the description of the task</li> <li>Click on “Create Task”</li> </ol> <b>Following up on the task / Making a note</b> If you are assigned a task and have already followed up on it, follow the next steps: Make appropriate notes and click on “Add Note” Assign the task to the team member so that they get notified of the assigned task <b>The following tasks should be assigned to the next departments after following up on them</b> Service Upgrade / Downgrade - Andrea notify Chandal CPI Follow up - Sales Reps/ Gabriel CPI - Hermine Any technical tasks - Alex/Jean/Paola Payment follow up/Refunds/Verification- Andrea-Jennifer Device configuration-Chandal Follow up- Yourself-Anybody else Replacement device, Device return, Mailing Requests - Chandal/ Eliana Shipping investigation- Chandal Account closure- Hermine Convert to inhouse- Hermine <b>Standardized Task Titles:</b> Account Closure Agreement Amendment Billing Adjustment CPI Follow Up Cancellation Request Cancellation Fee Device Return Disparate Account Device Configuration Follow Up In-House Invoicing LANVAC Migration: Replacement Device LANVAC Migration: Device Return Physical Mail Request Payment Arrangement Replacement Device Return Shipping Label Refund Request Service Upgrade Service Downgrade Suspension Request Submission Delay Statement of Account Shipping Investigation TPV

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Activation Process</b> https://docs.google.com/document/d/1C-_0dvPj0agnYEBoJwlFyPMg6unUQgK0DkjNXnIeugM/edit

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Monitoring stations and auxiliary services</b> https://docs.google.com/document/d/1e2F-zGrDvdha883j5_M0tXp_Ib5tDSzYWyvf7lvzjOA/edit

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Device Returns</b> https://docs.google.com/document/d/1YPSW1IkBOZBp2gt96PorVYBTmjC162NBWc9F3n24S3s/edit

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Device Troubleshootings</b> https://docs.google.com/document/d/14eGfdbULU9SoYCbd-1sXiwde0dvQ8Osc0aeUAO4tc40/edit

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Disparate Process</b> https://docs.google.com/document/d/121p2pOQC887BSOZGbiTSAOF3Mj7NQnLNQMmzQUYVOZk/edit

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Payment info and updates</b> https://docs.google.com/document/d/1zdN0BWneZBZ4iOtd43JM9Quz2I5HVyGwi4Vepq2bMfA/edit

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>Checks - Application and Tracker</b> https://docs.google.com/document/d/1RQ-aFORqFc4NZ3l94DwdBsK2mEqAEukdTpDkXylTt1s/edit

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>Daily recovery file</b> https://docs.google.com/document/d/1aXN_oHTb9OmDTESlh_IJ0pqizoSWTZwKaaNaKhBhY7U/edit

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>Delinquent Accounts - Vista</b> https://docs.google.com/document/d/1y4AXuIm6E3LRfNbXLqxkExlNBt8b0Xe5OCv3bY4SZNc/edit

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>New Accounts: Incorrect Payment Information</b> https://docs.google.com/document/d/1oSOni9PPpo3Kd3oDZZwTPb5FEHW7iayAetcSTz3T-H4/edit

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>Account suspension</b> https://docs.google.com/document/d/1TjPERthvf0-UqFwfi19UlM-qPZwc_R63oDBK-6ddiXI/edit

<<button '"Back"'>> <<run slideWin("Vista")>> <</button>> <b>Vista Overview - Follow up emails / Issues</b> https://docs.google.com/document/d/1F0P_8BWquzi-Cfi1qbtf5ZbgNh3hrCnJK6v6HdLksks/edit

<<button '"Back"'>> <<run slideWin("Five9")>> <</button>> <b>How to download calls on Five9 for Collections</b> https://docs.google.com/document/d/1PxuMpyDQzVYSR0D8OqoW-czea0TUQXjO/edit?rtpof=true

<<button '"Back"'>> <<run slideWin("Cancellation")>> <</button>> <b>Cancel Prior Installation (CPI)</b> https://docs.google.com/document/d/1y5aE1ZFM9NBHKO26k_aNBUPVuht4Ovh6At4BWbUj-K8/edit <style> body { font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif; } /* Container for the flowchart */ .flowchart-container { width: 60%; margin: 0 auto; padding: 20px; text-align: center; font-family: Arial, sans-serif; } /* Individual steps in the flowchart */ .flowchart-step { padding: 20px; margin: 15px 0; background-color: #e9f7fd; border: 2px solid #007bff; border-radius: 10px; position: relative; font-size: 18px; color: #0056b3; font-weight: bold; } /* Connector line between steps */ .flowchart-step::after { content: ''; position: absolute; width: 2px; height: 20px; background-color: #007bff; left: 50%; top: 100%; transform: translateX(-50%); } /* Remove the connector line for the last step */ .flowchart-step:last-child::after { display: none; } /* General text styles */ .content { width: 60%; margin: 20px auto; font-size: 16px; line-height: 1.6; color: #333; } .content b { color: #007bff; } /* Style for the table */ .info-table { width: 100%; border-collapse: collapse; margin: 20px 0; font-size: 16px; text-align: left; } .info-table th, .info-table td { padding: 12px 15px; border: 1px solid #ddd; } .info-table th { background-color: #007bff; color: white; } .info-table tr:nth-child(even) { background-color: #f9f9f9; } .info-table tr:hover { background-color: #f1f1f1; } .button { background-color: #007bff; border: none; color: white; padding: 10px 20px; text-align: center; text-decoration: none; display: inline-block; font-size: 16px; margin: 4px 2px; cursor: pointer; border-radius: 5px; } </style> <div class="flowchart-container"> <div class="flowchart-step">Step 1: Introduction</div> <div class="flowchart-step">Step 2: Scenarios</div> <div class="flowchart-step">Step 3: Process</div> <div class="flowchart-step">Step 4: Understand Customer Issues</div> <div class="flowchart-step">Step 5: Retention Efforts</div> </div> <div class="content"> <b>Introduction</b> <p>The following process applies to all new accounts that have not yet been installed where the customer requested the cancellation, hence the name, cancel prior to installation, commonly known as CPI. This process is mandatory for all staff members who engage with customers, irrespective of their roles in customer service, installations, account management, billing, or collections.</p> <b>Scenarios:</b> <p><b>Installation Technician:</b> During the installation call, the customer, signer, or family member requests to cancel the account.</p> <p><b>Customer Service:</b> An incoming call is requesting cancellation for the new account.</p> <p><b>Billing and Collections:</b> A new account call will be made to gather the missing payment information.</p> <b>Additional Channels:</b> <p>Emails, Chats, and Voice Messages requesting the cancellation of the new account. A callback is required to process the CPI.</p> <b>Process:</b> <ol> <li>Open the FillQuick Profile and verify the sold date to verify if they are in the 10-day cancellation time frame.</li> <li>Determine if the device was shipped/delivered.</li> </ol> <b>Understand Customer Inquiries</b> <p>When interacting with customers, it is important to allow them to express the reasons for their cancellation; if they are too vague, politely inquire about the reason and ask probing questions; take in mind that many times, it is related to general functionalities that can be clarified with additional explanation.</p> <b>Example Questions:</b> <ol> <li>I’m sorry to hear that you would like to cancel. Would you please give us more details about your decision?</li> <li>Is there any particular reason why you would like to cancel? Is there anything that you dislike about the device?</li> <li>I'm sorry to hear that you would like to cancel. Could you please provide more details about your decision?</li> </ol> <p>If a customer indicates that they are within the 10-day period and opts not to provide a reason, it is advisable to communicate the potential benefits of sharing their reason for cancellation. Emphasize that their feedback could contribute to enhancing the overall customer experience. Additionally, it is imperative to document the reason for cancellation meticulously.</p> <b>Retention Efforts</b> <p>When handling customer Cancel Prior Installation (CPI), the primary focus is to effectively address customer concerns and make concerted efforts to retain them within the Pulse Medical network. Successful retention can be achieved by providing a minimum of three retention efforts:</p> <ol> <li>Offer a downgrade or upgrade of their current plan.</li> <li>Offer to waive one month of their subscription fee.</li> <li>Assure them that the price of their plan will never increase due to inflation. Everything will go up except for their life-safe alert system.</li> <li>Emphasize the lifetime warranty and the commitment to replacing their equipment as needed. They will also be able to try different devices if their situation changes down the road.</li> <li>Remind customers of the life-saving benefits of our medical alert systems, which ensure round-the-clock protection and peace of mind. Communicate that by using the emergency button; they can also ensure the well-being of their loved ones in case of a medical emergency.</li> </ol> <b>If the Retention Effort Doesn’t Work:</b> <ul> <li>Inform the customer that you will document their cancelation request, and we will escalate it to our loyalty team; they will call them and verify if they have any additional promotions for them. Let them know that the account will remain active until the device is returned. Do not process a refund.</li> <li>Do not commit to a specific time frame, as they will be called in the next two weeks.</li> <li>Follow the CPI Escalation process below.</li> </ul> <b>Documentation Process</b> <ol> <li>Leave a detailed note in the profile section, clearly reflecting the cancellation reason and the retention efforts provided (minimum of 2).</li> <li>Change the installer technician to Hermine and the first date of the current month.</li> <li>Add the CPI tag* according to the reason provided by the customer. <ul> <li>CPI must be according to the customer cancelation request, and the CPI tag - customer change mind must be justified.</li> </ul> </li> </ol> <table class="info-table"> <thead> <tr> <th>FQ TAG</th> <th>REASON</th> <th>ACTIONS</th> </tr> </thead> <tbody> <tr> <td>CPI</td> <td>All CPI accounts</td> <td>Add in all CPI cases</td> </tr> <tr> <td>CPI - Aesthetics</td> <td>Complaints regarding size, color, height, and overall device looks.</td> <td> <ul> <li>Watch Size: Mention that it is a medical watch intended to be large as they will be able to see it even without glasses.</li> <li>Watch Strap: Offer the free replacement of the brown leather or velcro strap.</li> <li>Watch strap: Too short for their arm and not fit: mention that some customers have custom-made straps in jewelry and watch stores.</li> <li>Pendant for Inhome unit: Offer the upgrade to the Jewelry Pendant.</li> <li>GPS on the Go: Mention the preferred device by our customers, and they are lightweight and reliable. They can even pin it on their shirts.</li> </ul> </td> </tr> <tr> <td>CPI - Caregiver</td> <td>The customer will move to LTC. The customer’s family member will move with them to become a caregiver. The customer hired a full-time nurse.</td> <td> <ul> <li>Please verify the availability of 24-hour medical-trained personnel. Many of our clients opt for this service because it provides coverage outside of the facility or during their family members' working hours.</li> </ul> </td> </tr> <tr> <td>CPI - Change Mind</td> <td>The customer decided that they no longer needed our service.</td> <td>Change Mind required justification on the note sections and cannot be used lightly. Verify why the customer changed their mind if it is cold feet, buyer remorse, or newfound realization. <ul> <li>If they are financial issues, make sure to select CPI - Cost</li> </ul> </td> </tr> <tr> <td>CPI - Competitor</td> <td>The customer decided to keep the previous service provider and take a new contract with a competitor.</td> <td>Provide a clear view and mention that it's important to note that we do not charge any fees for device replacement. You are guaranteed a lifetime warranty for device functionality. We are committed to replacing and adjusting our service to meet your specific needs. Additionally, our price is locked and will never increase. Unlike our competitors, who constantly seek new customers, we prioritize maintaining long-term relationships with our clients, many of whom have been with us for years.</td> </tr> <tr> <td>CPI - Cost</td> <td>The customer stated that is unable to afford our service.</td> <td> <ul> <li>Offer to waive one month, which will allow them the leverage to rearrange their finance and ensure they are able to keep the service.</li> <li>Offer a downgrade to a more affordable unit and educate the customer that they can upgrade in the future when it is more convenient for them.</li> <li>Mention that their well-being and protection must be their number one priority, and they should come first.</li> </ul> </td> </tr> <tr> <td>CPI - Customer Service Issue</td> <td>Issues during the installation call</td> <td>The customer is dissatisfied with the installation technician's service. If it becomes evident that the customer is unsatisfied with your service, offer a callback from a different technician. If the call escalates to CPI, you must select this tag. <ul> <li>Politeness and professionalism are a must; even if the customer is rude and unkind, make sure to maintain the same tone and pace.</li> <li>CPI Calls are monitored and reviewed.</li> </ul> </td> </tr> <tr> <td>CPI - Delivery Times</td> <td>The customer is dissatisfied with the delays with Canada Post.</td> <td> <ul> <li>Offer to waive the first month.</li> <li>Review the case and escalate the shipping investigation task.</li> <li>Verify any common known delays (weather) and reassure that the delivery does not depend on us</li> </ul> </td> </tr> <tr> <td>CPI - Failed Installation</td> <td>Issues installing the landline unit</td> <td> <ul> <li>Verify if a family member or neighbor can help them connect the device to the landline phone jack on the wall.</li> <li>Offer an upgrade to a Cellular unit.</li> </ul> </td> </tr> <tr> <td>CPI - Sale Issue</td> <td>Unclear Policy: Inaccurate terms were provided, unrealistic functionalities were present, and information was misleading during the sales call.</td> <td>Clarify and provide the proper information to the customer.</td> </tr> <tr> <td>CPI - Technical Issue</td> <td>Connectivity Issues beyond our control</td> <td>Connectivity issue: <ul> <li>At home: Verify if the customer will be willing to obtain a signal booster</li> </ul> </td> </tr> <tr> <td>CPI - Term/Contract</td> <td>CPI - Term/Contract</td> <td> <ul> <li>Term: Explain to the customer that the term has been designed for their own benefit as it will lock the price of their plan will never increase due to inflation. Everything will go up except for their life-safe alert system.</li> <li>Contract: Inquire about what is the objection and clarify and educate the customer.</li> <li>Offer to provide the sales call and assist them in reviewing their copy of the service agreement.</li> </ul> </td> </tr> <tr> <td>CPI - Unreachable/No Payment Info</td> <td>The Device was Returned to the Sender, and the customer never answered calls, emails, or SMS. The payment failed or was incorrect, and the customer refused to provide an update.</td> <td>Make sure to exhaust all contact options, calls, emails, SMS, and contact their emergency contacts.</td> </tr> </tbody> </table> <ol start="4"> <li>Create the CPI Task: <p><b>Task Title:</b> CPI Follow up - Device related (Aesthetics/Competitor)<br> CPI Follow up - Financial (Cost/Term/Contract)<br> CPI Follow up - Customer related (Changed Mind, Unreachable/No Payment info, Caregiver)<br> CPI Follow up - Other (Sale Issue/Customer Service Issue/Technical Issue/ Failed installation/Delivery Times)<br> <b>Assigned to:</b> Original Sales Rep<br> <b>Date:</b> Today’s date<br> <b>Time:</b> NA<br> <b>Description:</b> Leave a detailed note in the profile section, clearly reflecting the cancellation reason and the retention efforts provided (minimum of 3). You can copy the ones you leave in notes in the profile section and make sure to add “Please Tag Melisa upon resolution” at the end.</p> </li> <li>Create the device Return task to Chandal and add the info from the device and the corresponding tag into the account. The account will remain active until the device is returned per contract. <p><b>Task Title:</b> Device Return<br> <b>Assigned to:</b> Chandal<br> <b>Description:</b> Please watch for the device’s return and tag Melisa for account closure.<br> <b>Device to be returned:</b><br> <b>ICCID if applicable:</b><br> <b>CS Account:</b><br> <b>Reason to be returned:</b></p> </li> <li>Let the customer know that our Loyalty team will contact them to follow up on their request. <ul> <li>Only if the customer already returned the device or the device has not been shipped, please let Chandal know about it and escalate the CPI and the device return.</li> <li>Please don’t offer refunds of the shipping fee since this was already processed to ship the devices to them.</li> </ul> </li> </ol> <b>CPI Follow Calls:</b> <p>If the customer calls back and the account manager is already handling the CPI request, make sure to read the notes, do not intervene in the negotiation process, and escalate the call to the account manager.</p> <b>Important Links</b> <p>*Use the following tags</p> <b>END OF PROCESS</b> </div> <<button '"Collections SOPs"'>> <<run slideWin("Collections SOPs")>> <</button>>

<<button '"Back"'>> <<run slideWin("Management")>> <</button>> <b>ChargeOver Billing Zap</b> https://docs.google.com/spreadsheets/d/1hMCbzcz3O021GJIZq6vds0F979rYmLvmFkXCX2gRBvg/edit?usp=sharing <b>CO subscription Zap</b> https://docs.google.com/spreadsheets/d/1kMimFu1iSpvFF7RF1aKjHefS6JJsq0SNnWfhgKdRwf4/edit?usp=sharing <b>CO Shipping Invoice Zap</b> https://docs.google.com/spreadsheets/d/1YYT66xHRDqfvST8QAMs9OXWMGLmzvjV43v7CGoX65ns/edit?usp=sharing

<b>CHARGEOVER PROCESSES</b> <<button '"ChargeOver"'>> <<run slideWin("ChargeOver")>> <</button>> <b>CANCELLATION PROCESSES</b> <<button '"Cancellation"'>> <<run slideWin("Cancellation")>> <</button>> <b>VISTA PROCESSES</b> <<button '"Vista"'>> <<run slideWin("Vista")>> <</button>> <b>DOCUMENTATION PROCESSES</b> <<button '"Documentation"'>> <<run slideWin("Documentation")>> <</button>> <b>MISCELLANEOUS PROCESSES</b> <<button '"Miscellaneous"'>> <<run slideWin("Miscellaneous")>> <</button>> <b>FIVE9 PROCESSES</b> <<button '"Five9"'>> <<run slideWin("Five9")>> <</button>> <b>FILLQUICK PROCESSES</b> <<button '"FillQuick"'>> <<run slideWin("FillQuick")>> <</button>> <b>MANAGEMENT</b> <<button '"Management"'>> <<run slideWin("Management")>> <</button>>

<<button '"Back"'>> <<run slideWin("Documentation")>> <</button>> <b>Collections Templates and Scripts</b> https://docs.google.com/document/d/1iPtg4YyuKOYaFuDRGqqpwEb5dgZzCBCKtDSM-oBjfZo/edit

<<button '"Sales Lead"'>> <<run slideWin("Sales Lead")>> <</button>> <<button '"Vista POCs"'>> <<run slideWin("Vista POCs")>> <</button>>

<<button '"Back"'>> <<run slideWin("FillQuick")>> <</button>> <b>Creating a New task</b> https://docs.google.com/document/d/1X9u2OhSTMWPVektcxgqw9oAa_n3FqzIekzLp_0sv3xA/edit

<<button '"Watch battery troubleshooting"'>> <<run slideWin("Watch battery troubleshooting")>> <</button>> <<button '"Five9"'>> <<run slideWin("Five9")>> <</button>> <<button '"FillQuick"'>> <<run slideWin("FillQuick")>> <</button>> <<button '"Activation Process"'>> <<run slideWin("Activation Process")>> <</button>> <<button '"Cancel Prior Installation (CPI)"'>> <<run slideWin("Cancel Prior Installation (CPI)")>> <</button>> <<button '"Device Returns"'>> <<run slideWin("Device Returns")>> <</button>> <<button '"Monitoring stations and auxiliary services"'>> <<run slideWin("Monitoring stations and auxiliary services")>> <</button>> <<button '"Cancellation request"'>> <<run slideWin("Cancellation request")>> <</button>> <<button '"Disparate Process"'>> <<run slideWin("Disparate Process")>> <</button>> <<button '"Device Troubleshootings"'>> <<run slideWin("Device Troubleshootings")>> <</button>> <<button '"Payment info and updates"'>> <<run slideWin("Payment info and updates")>> <</button>> <<button '"Third Party verification - TPV"'>> <<run slideWin("Third Party verification - TPV")>> <</button>>

<<button '"Back"'>> <<run slideWin("Vista")>> <</button>> <b>Delinquent Accounts - Vista</b> https://docs.google.com/document/d/1eOQ7q1ilrLA3HS77pHyG0uhK6yc-MCtfCNYsRLcqf9w/edit

<<button '"FAQs"'>> <<run slideWin("FAQs")>> <</button>> <<nobr>><span id="ReplaceMe">Click on the highlighted text to see the <<link "answers to the questions">> <<replace "#ReplaceMe">> Now try with the questions below<br> <</replace>> <</link>></span><</nobr>> <<nobr>><span id="ReplaceMe">What should I do if a customer mentions that they want to deliver a device to our <<link "address in person">> <<replace "#ReplaceMe">> Share the following address: 21 King Street West 5th floor Hamilton Ontario L8P 4W7<br> <</replace>> <</link>>?</span><</nobr>> <<nobr>><span id="ReplaceMe">If customer is unwilling to provide payment info and device hasn't been sent. <<link "What should I do">> <<replace "#ReplaceMe">> Follow CPI process<br> <</replace>> <</link>>?</span><</nobr>> <<nobr>><span id="ReplaceMe">I have a customer who said that device never worked and is unwilling to pay. <<link "Do we still call him to ask for missing payments">> <<replace "#ReplaceMe">> Yes, we review notes and offer all the available options to have customer assisted, if refusing to get it, Customer should be aware of cancellation terms and if requests cancellation, cancellation request letter should be escalated (follow cancellation process).<br> <</replace>> <</link>>?</span><</nobr>> <<nobr>><span id="ReplaceMe"> If customer provides a new payment information and I apply the shipping fee. <<link "What should I do next">> <<replace "#ReplaceMe">> If shipping fee is applied using bank account, leave the task open, reschedule the date for about 3-6 business days to check if payment is received, if is showing "success" in CO, please change the installer in FQ to Chandal, adjust the date for the day when you notice that payment was received or for the next day in case that is after 3pm Ontario time. Review the subscription in CO to make sure that customer is not going to be billed without having the device. If installation is successfully completed and payment info commission applies, please notify it to your Manager<br> <</replace>> <</link>>?</span><</nobr>> <<nobr>><span id="ReplaceMe">If a customer has overdue balance and wants to cancel. <<link "How much will we charge">> <<replace "#ReplaceMe">> Check the contract term, check if Inhouse or Vista, follow cancellation process, use calculator fee and provide the amount to the customer + instruction to return the device. Quebec: no cancellation fee, yes to pay overdue balance. CPI: no to pay cancellation fee, yes to pay overdue balance if device is sent and is not returned yet. LTC, Death: no to pay cancellation fee, overdue balance is subject to review based on the date the event happens. In case that device is lost or cannot be sent, device charge applies.<br> <</replace>> <</link>>?</span><</nobr>> <<nobr>><span id="ReplaceMe">To whom should I assign <<link "the cancellation request letter, device return task, and CPI tasks">> <<replace "#ReplaceMe">> Cancellation request letter: Eliana Yafuso (with cancellation fee amount already calculated and added to description) Device return: Chandal including reason (CPI/buyout/cancellation, contract endedetc) and CS account# CPI tasks: to Sales rep. who completed the sale.<br> <</replace>> <</link>>?</span><</nobr>> <<nobr>><span id="ReplaceMe">Can I make one invoice for the overdue balance and schedule it as per customer's request? <<link "What should I do with the existent invoices">> <<replace "#ReplaceMe">> Yes you can, depending on the scenario (CPI with device sent/not sent/ LTC/ Death/ regular overdue) we void them or we write them off. Customer that hasn't made a payment and we get the notification that has passed away or is going to LTC and account will be closed and invoices should be void. If a CPI no payments received, device returned: write off.<br> <</replace>> <</link>>?</span><</nobr>>

<<button '"Back"'>> <<run slideWin("Five9")>> <</button>> <b>Five9 Overview</b> https://docs.google.com/document/d/1ckrR_d-EeV4Lm5y2uKH9mTiU3gw09zc0s8CC7h5buGk/edit

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>Follow up - Special Cases (Government Aid/Coverage/Insurance)</b> https://docs.google.com/document/d/1L1LOVz9GVPmj2s86WYaMShNzno4MVg1UZqJSdZRgGK0/edit

<div class="gallery"> <div class="thumbnail"> <a href="https://downforeveryoneorjustme.com/" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/how-to-fix-website-that-is-down.png" alt="Website Down Verification"> <p>WEBSITE DOWN VERIFICATION</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1khMtZdlEuFqtinxMLZnwPZPN-WYJEFtoS2wTR2S2wcw/edit?gid=0#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/devices.jpg" alt="Pulse Devices"> <p>PULSE DEVICES</p> </a> </div> <div class="thumbnail"> <a href="https://drive.google.com/drive/u/0/folders/1RP4EjJSYhh7PrCcHV08Du_vY3wSaab1U" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/library.png" alt="Image Library"> <p>IMAGE LIBRARY</p> </a> </div> <div class="thumbnail"> <a href="https://drive.google.com/file/d/1NEFBkOiW7XKiiYYB3X_Sh9eAHSfns8ke/view" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/price.jpg" alt="Device Prices"> <p>DEVICE PRICES</p> </a> </div> <div class="thumbnail"> <a href="https://pulsealert.fillquick.com/Account/Login?ReturnUrl=%2F" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/fillquick.JPG" alt="FillQuick"> <p>FILLQUICK</p> </a> </div> <div class="thumbnail"> <a href="https://app.five9.com/index.html?loginError=true" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/abNhaAAa_400x400.jpg" alt="Five9"> <p>FIVE9</p> </a> </div> <div class="thumbnail"> <a href="https://mypulsemedical.chargeover.com/admin/r/login?attempted_uri=dashboard" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/CO.jpeg" alt="ChargeOver"> <p>CHARGEOVER</p> </a> </div> <div class="thumbnail"> <a href="https://www.pulsealert.ca/in-home-alert-devices/" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/pulse.jpeg" alt="Pulse Medical Website"> <p>PULSE MEDICAL WEBSITE</p> </a> </div> <div class="thumbnail"> <a href="https://time-time.net/times/time-zones/usa-canada/canada-time-zone-map.php" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/cityog.png" alt="Canada Time Zone Map"> <p>CANADA TIME ZONE MAP</p> </a> </div> <div class="thumbnail"> <a href="https://www.bankrouting.ca/financial-institution-numbers" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/bank.jpg" alt="Financial Institution Numbers"> <p>FINANCIAL INSTITUTION NUMBERS</p> </a> </div> <div class="thumbnail"> <a href="https://rtn.one/ca/" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Routing%20number.jpg" alt="Canada Routing Number List"> <p>CANADA ROUTING NUMBER LIST</p> </a> </div> <div class="thumbnail"> <a href="https://www.canadapost-postescanada.ca/track-reperage/en#/home" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Canada-Post.png" alt="Canada Post"> <p>CANADA POST</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/11CgGSpILtCxUsLY_gIMPcAssqrXzMswdOqlQSmOGbGw/edit#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/calculator.JPG" alt="Cancellation Fee Calculator"> <p>CANCELLATION FEE CALCULATOR</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1iCtzujmi7eQLi1-NeXGHSyPhmQ8BYoEDHbL4ZjLttTg/edit?gid=0#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/payroll.JPG" alt="Annual Payroll Calendar LATAM"> <p>ANNUAL PAYROLL CALENDAR LATAM</p> </a> </div> </div> <style> tw-story { background-color: white; /* Set the background color to white */ } .gallery { display: flex; flex-wrap: wrap; justify-content: center; /* Center the thumbnails in the gallery */ } .thumbnail { margin: 10px; text-align: center; } .thumbnail img { width: 150px; /* Set a fixed size for the thumbnail */ height: 150px; /* Set a fixed size for the thumbnail */ object-fit: cover; /* Ensure the image covers the entire thumbnail area */ } .thumbnail p { margin-top: 5px; } </style>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>How to create Collection letters</b> https://docs.google.com/document/d/17chhhC1DGrjWL1rOa_2uMqWTr4EKiTum1ay8FVYw3NA/edit

<b>ProtectWell In-Home™</b> https://www.pulsealert.ca/in-home-alert-devices/ <iframe src="https://drive.google.com/file/d/1HekFD-_IV1t5rLpAV2OIFUFddTXd2xyj/preview" width="640" height="480" allow="autoplay"></iframe> <iframe src="https://drive.google.com/file/d/11up2xc9J3bS339tlPmtrEOjinsOeRLuV/preview" width="640" height="480" allow="autoplay"></iframe>

<<nobr>> <<set $inv = []>> /* Get the list of story passages' names. */ <<set _passages = Story.lookupWith(function () { return true; })>> <<for _tmp range _passages>> <<if _tmp.hasOwnProperty("title")>> /* Skip passages with these tags. */ <<if !tags(_tmp.title).includesAny("Unlisted", "non-story-passage")>> <<set $inv.push(_tmp.title)>> <</if>> <</if>> <</for>> <<set $inv = $inv.sort()>> <<if $inv.indexOf("Main Menu") > 0>> /* Make "Main Menu" the first link */ <<set _tmp = $inv.deleteAt($inv.indexOf("Main Menu"))>> <<set $inv.unshift(_tmp)>> Processes <</if>> <<set _tmp = "">> <table width="100%"> /* Make three columns in our table. */ <col width="33%"><col width="33%"><col width="33%"> /* Put each element of the array in its own cell in the table. */ <<for _i = 0; _i < $inv.length; _i++>> <<if $inv[_i] == "Main Menu">> /* Bold "Main Menu" link */ <<set _tmp += "<td>''[" + "[" + $inv[_i] + "]]''</td>">> <<else>> /* Uses "[" + "[" to prevent Twine from creating a link. */ <<set _tmp += "<td>[" + "[" + $inv[_i] + "]]</td>">> <</if>> <<if _i % 3 == 2>> /* Print out a table row. */ <<print "<tr>" + _tmp + "</tr>">> <<set _tmp = "">> <</if>> <</for>> /* Print any remaining cells. */ <<if _tmp != "">> <<print "<tr>" + _tmp + "</tr>">> <</if>> </table> <</nobr>>

<<button '"Back"'>> <<run slideWin("Documentation")>> <</button>> <b>Invoices_ Tags and Task creation</b> https://docs.google.com/document/d/1V5kGYs0x2zwNr-pFYCECIvXflMcKN6n02zUorrF1IWY/edit

<<button '"Back"'>> <<run slideWin("Cancellation")>> <</button>> <b>Payment Arrangement</b> https://docs.google.com/document/d/17f5aqelAW4C7wD5kU-mAkDTEtIO9scn1JbWMVpVhDk8/edit

<<button '"In The Home"'>> <<run slideWin("In The Home")>> <</button>> <<button '"On-The-Go"'>> <<run slideWin("On-The-Go")>> <</button>> <<button '"Smartwatch"'>> <<run slideWin("Smartwatch")>> <</button>> <b>PULSE DEVICES</b> https://docs.google.com/spreadsheets/d/1khMtZdlEuFqtinxMLZnwPZPN-WYJEFtoS2wTR2S2wcw/edit?gid=0#gid=0 <b>IMAGE LIBRARY</b> https://drive.google.com/drive/u/0/folders/1RP4EjJSYhh7PrCcHV08Du_vY3wSaab1U <b>DEVICE PRICES</b> https://drive.google.com/file/d/1NEFBkOiW7XKiiYYB3X_Sh9eAHSfns8ke/view

<<button '"Back"'>> <<run slideWin("ChargeOver")>> <</button>> <b>Refunds</b> https://docs.google.com/document/d/1sZpXwNCVyenmzbt4VDY3U_1OUDxAJhyWqE096-DpYbo/edit

<input type="text" id="searchBox" placeholder="Enter your question" onkeydown="if (event.keyCode === 13) search()"> <button onclick="search()">Search</button> <div id="results"></div>  <script> // Sample database var database = [ { question: "Cancel Prior Installation (CPI)", answer: "" }, { question: "Glossary", answer: "" }, { question: "Five9 Overview", answer: "" }, { question: "Helpful Links", answer: "" }, { question: "FAQs", answer: "" }, { question: "Contacts", answer: "" }, { question: "Videos", answer: "" }, { question: "Index", answer: "" }, { question: "Cancellation request", answer: "" }, { question: "ChargeOver", answer: "" }, { question: "Refund", answer: "" }, { question: "Vista", answer: "" }, { question: "In The Home", answer: "" }, { question: "Products", answer: "" }, { question: "Collections Templates and Scripts", answer: "" }, { question: "Trackers", answer: "" }, { question: "System Tools Links", answer: "" }, { question: "Creating a New task", answer: "" }, { question: "Delinquent Accounts - Vista", answer: "" }, { question: "Disparate Process", answer: "" }, { question: "Payment Arrangement", answer: "" }, { question: "Device Returns", answer: "" }, { question: "Invoices_ Tags and Task creation", answer: "" }, { question: "Visa Debit on Billings", answer: "" }, { question: "Activation Process", answer: "" }, { question: "Follow up - ACH", answer: "" }, { question: "Smartwatch", answer: "" }, { question: "Home", answer: "" }, { question: "Documentation", answer: "" }, { question: "Activation Process", answer: "" }, { question: "Sales Lead", answer: "" }, { question: "Device Troubleshootings", answer: "" }, { question: "Watch battery troubleshooting", answer: "" }, { question: "Update Payment information", answer: "" }, { question: "Checks - Application and Tracker", answer: "" }, { question: "Follow up - Special Cases (Government Aid/Coverage/Insurance)", answer: "" } ]; // Function to perform search function search() { var searchTerm = document.getElementById("searchBox").value.toLowerCase(); var results = database.filter(function(entry) { return entry.question.toLowerCase().includes(searchTerm); }); displayResults(results); } // Function to display search results function displayResults(results) { var resultsContainer = document.getElementById("results"); resultsContainer.innerHTML = ""; if (results.length === 0) { resultsContainer.textContent = "No results found."; } else { results.forEach(function(result) { var resultDiv = document.createElement("div"); resultDiv.textContent = result.question + ": " + result.answer; var button = document.createElement("button"); button.textContent = result.question; // Dynamically set button text button.onclick = function() { slideWin(result.question); }; resultDiv.appendChild(button); resultsContainer.appendChild(resultDiv); }); } } // Event listener for Enter key press document.getElementById("searchBox").addEventListener("keydown", function(event) { if (event.keyCode === 13) { search(); } }); </script>

<div class="gallery"> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1mdnderTaXcl_yy8BhDvPN21KEecU6RCdkEJgy877xVc/edit?gid=0#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Installation.png" alt="Installation Issues Tracker"> <p>INSTALLATION ISSUES TRACKER</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1KLHm29-rtHTAP28p3p3LChouVXTLGYll1sNyeyTSEVY/edit?gid=188299743#gid=188299743" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Dialer.JPG" alt="Outbound Dialer Exemptions"> <p>OUTBOUND DIALER EXEMPTIONS</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1JgrNO3iLG4QHUz5KBWA6hKS5reZmlzx6n_u0tsyR5qI/edit?gid=0#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Daily%20Recovery.jpg" alt="Daily Recovery"> <p>DAILY RECOVERY - INHOUSE</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1X1_rzZ4onqElnTyHX4rnhhhvsqVS4NjC35cfunNOics/edit?usp=drive_web&ouid=109313846286531047110" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Vista.jpeg" alt="Daily Recovery - Vista"> <p>DAILY RECOVERY - VISTA</p> </a> </div> <div class="thumbnail"> <a href="https://drive.google.com/drive/u/0/folders/1NnYYC9qG508ySMmQLoGmif-DrFxh2DPq" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Checks%20gallery.JPG" alt="Cheques - Gallery"> <p>CHEQUES - GALLERY</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/164GenpnNCX-OA1tf2dR6rNa-MDTUtR2sS7FEFeZnzDQ/edit?gid=0#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Cheque%20tracker.png" alt="Payment Cheque Tracker"> <p>PAYMENT CHEQUE TRACKER</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1TrP-WUcX2NXyvD92ixcHbqUgVH6s7t7q54USKEz0_2A/edit?usp=drive_web&ouid=109313846286531047110" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Refund.jpg" alt="Refund Tracker"> <p>REFUND TRACKER</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1ieCFzlBPMUofXUUk6jTs_Ya_1lp-7OJ5eFNM626JXgM/edit?gid=739205872#gid=739205872" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/tasks.png" alt="Task & Templates"> <p>TASK & TEMPLATES</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1SA3uk-SKJHgtABgYO-qqyBfaZlK7iYe8udD2fDSIcN0/edit?gid=0#gid=0" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/KPIs.JPG" alt="KPIs"> <p>KPI's</p> </a> </div> <div class="thumbnail"> <a href="https://docs.google.com/spreadsheets/d/1ee7hGFS-gyAiGK9bDVEZrDMPhb80XlU0g7gGysu-J2M/edit?gid=1966251785#gid=1966251785" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/pulse.jpeg" alt="Pulse New Accounts"> <p>PULSE NEW ACCOUNTS</p> </a> </div>  <div class="thumbnail"> <a href="https://drive.google.com/drive/u/0/folders/1CXe9ggexAsbnieoo8PrHSpWoVRARI5Nf" target="_blank"> <img src="https://pulsealerthub.neocities.org/Logos/Emails.png" alt="VISTA Daily Tracker CS & Collections"> <p>VISTA DAILY TRACKER CS & COLLECTIONS</p> </a> </div> </div> <style> .gallery { display: flex; flex-wrap: wrap; justify-content: center; /* Center the thumbnails in the gallery */ } .thumbnail { margin: 10px; text-align: center; } .thumbnail img { width: 150px; /* Set a fixed size for the thumbnail */ height: 150px; /* Set a fixed size for the thumbnail */ object-fit: cover; /* Ensure the image covers the entire thumbnail area */ } .thumbnail p { margin-top: 5px; } </style>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <b>Visa Debit on Billings</b> https://docs.google.com/document/d/1KHXEBjYnUPmnTNMyYPw4JejFBUpFJ_5qF0lk4Qf99a4/edit

<b>ProtectWell On-The-Go™</b> https://www.pulsealert.ca/on-the-go-alert-devices/ <iframe src="https://drive.google.com/file/d/1DDDA-2TN_BGcoQCFq5jpkfAE5JZbMixp/preview" width="640" height="480" allow="autoplay"></iframe> <iframe src="https://drive.google.com/file/d/1fCtzCAyulcpU1hT2e5aya9CqC6PRF7IN/preview" width="640" height="480" allow="autoplay"></iframe> <iframe src="https://drive.google.com/file/d/1y3yll8XU4bhQB4KkSr7zwmpVIB7DQBwH/preview" width="640" height="480" allow="autoplay"></iframe>

<b>ProtectWell Active™</b> https://www.pulsealert.ca/emergency-alert-smartwatch/ <iframe src="https://drive.google.com/file/d/1L6HS28yVgqZeLeRDvlYH_jy2CDJFE6es/preview" width="640" height="480" allow="autoplay"></iframe> <iframe src="https://drive.google.com/file/d/1GtKG8dQ-vOgCSqM93qSvvcoL11PhD7ye/preview" width="640" height="480" allow="autoplay"></iframe>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <<button '"ChargeOver Guide"'>> <<run slideWin("ChargeOver Guide")>> <</button>> <<button '"ChargeOver Billing"'>> <<run slideWin("ChargeOver Billing")>> <</button>> <<button '"Refunds"'>> <<run slideWin("Refunds")>> <</button>>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <<button '"Cancel Prior Installation (CPI)"'>> <<run slideWin("Cancel Prior Installation (CPI)")>> <</button>> <<button '"Cancellation request"'>> <<run slideWin("Cancellation request")>> <</button>> <<button '"Payment Arrangement"'>> <<run slideWin("Payment Arrangement")>> <</button>>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <<button '"Vista Overview - Follow up emails / Issues"'>> <<run slideWin("Vista Overview - Follow up emails / Issues")>> <</button>> <<button '"Delinquent Accounts - Vista"'>> <<run slideWin("Delinquent Accounts - Vista")>> <</button>>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <<button '"Collections Templates and Scripts"'>> <<run slideWin("Collections Templates and Scripts")>> <</button>> <<button '"Invoices_ Tags and Task creation"'>> <<run slideWin("Invoices_ Tags and Task creation")>> <</button>> <<button '"Fill Quick Tags"'>> <<run slideWin("Fill Quick Tags")>> <</button>>

<<button '"Back"'>> <<run slideWin("Collections")>> <</button>> <<button '"How to create Collection letters"'>> <<run slideWin("How to create Collection letters")>> <</button>> <<button '"Follow up - Special Cases (Government Aid/Coverage/Insurance)"'>> <<run slideWin("Follow up - Special Cases (Government Aid/Coverage/Insurance)")>> <</button>> <<button '"Checks - Application and Tracker"'>> <<run slideWin("Checks - Application and Tracker")>> <</button>> <<button '"Daily recovery file"'>> <<run slideWin("Daily recovery file")>> <</button>> <<button '"Follow up - ACH"'>> <<run slideWin("Follow up - ACH")>> <</button>> <<button '"New Accounts: Incorrect Payment Information"'>> <<run slideWin("New Accounts: Incorrect Payment Information")>> <</button>> <<button '"Account suspension"'>> <<run slideWin("Account suspension")>> <</button>> <<button '"Disparate Process"'>> <<run slideWin("Disparate Process")>> <</button>> <<button '"Visa Debit on Billings"'>> <<run slideWin("Visa Debit on Billings")>> <</button>> <<button '"Update Payment information"'>> <<run slideWin("Update Payment information")>> <</button>>

<<button '"Back"'>> <<run slideWin("Five9")>> <</button>> <<button '"Five9 Overview"'>> <<run slideWin("Five9 Overview")>> <</button>> <<button '"How to download calls on Five9 for Collections"'>> <<run slideWin("How to download calls on Five9 for Collections")>> <</button>>

<<button '"Back"'>> <<run slideWin("FillQuick")>> <</button>> <<button '"Creating a New task"'>> <<run slideWin("Creating a New task")>> <</button>>

<<button '"Back"'>> <<run slideWin("Management")>> <</button>> <b>CHARGEOVER BILLING</b> <<button '"ChargeOver Billing"'>> <<run slideWin("ChargeOver Billing")>> <</button>> <b>Daily Recovery Compile</b> https://docs.google.com/spreadsheets/d/1eAkwrM3gS5ISvhtRkhewdUq8eJZU1loX/edit?gid=997217506#gid=997217506 <b>Pulse New Accounts Distribution</b> https://docs.google.com/spreadsheets/d/1aZ4BKGA9N3qJIsOIdwk88dRXYEkyhkRJ77wssNmVneU/edit?gid=1237864978#gid=1237864978 <b>ACCOUNT SEARCH TOOL</b> https://docs.google.com/spreadsheets/d/1RyoQIrxHlw0kGyTheWRx3AOs3h8ESvKBy3qeOiNsxHg/edit?gid=982006489#gid=982006489 <b>Pulse Alert - Collection Review 2024</b> https://docs.google.com/spreadsheets/d/1SOMUAMdFsueAzsYiC2qF0IPOzwcghzck/edit?gid=1068110112#gid=1068110112 <b>Collections/Payment Method Campaign</b> https://docs.google.com/spreadsheets/d/1JA7bAVEERRo8kFFbTApO1Sprbpe33s0Dad8KXm9s1Dc/edit?gid=983748131#gid=983748131 <b>Failed Payments - Collection</b> https://docs.google.com/spreadsheets/d/1LzzGkG28DTWA74h_43TNRcCgMj-GcVOxzvKbqRgO2wY/edit?gid=1028029443#gid=1028029443 <b>OBD - Aging Accounts</b> https://docs.google.com/spreadsheets/d/1KLHm29-rtHTAP28p3p3LChouVXTLGYll1sNyeyTSEVY/edit?usp=sharing <b>Create invoices / payment receipts for customers</b> https://docs.google.com/document/d/1mxRSxhwOuHhVMSkJOneuZQglIPi8uGLoD1ZFp5BbETY/edit <b>Vacation sheet</b> https://docs.google.com/spreadsheets/d/1iNcXxepXCnuQr1n5SswteaxepBWfQ4ZqzckiLbdBpRM/edit?gid=2092642048#gid=2092642048 <b>Collections Agencies</b> https://docs.google.com/spreadsheets/d/137aUoVIpbdgC5gegCm6WFviwwuBbnFfYtDuyyGexEO4/edit?gid=0#gid=0 <b>Customer Service - Commissions Table</b> https://docs.google.com/spreadsheets/d/1Yihrb76BU99tf5Uggt9X3kvbHyGBMH02Ksn1H5lvV6c/edit?gid=0#gid=0

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Third Party verification - TPV</b> https://docs.google.com/document/d/1Ra8l3R_Xhvf_uY4Qh6B1z5q8Y38PCH2e1uYlalRpDC4/edit

<<button '"Back"'>> <<run slideWin("Documentation")>> <</button>> <b>Fill Quick Tags</b> https://docs.google.com/document/d/1pu32kgWtpjAS45hXNyawoNcn67ydtBKA-P1WPqW8JiU/edit

<b>Collection Department Work Schedule</b> <style> body { background-color: white; color: #1E3A8A; /* A deep blue color */ } .schedule-table { width: 100%; border-collapse: collapse; background-color: white; } .schedule-table th, .schedule-table td { border: 1px solid #ddd; padding: 8px; color: #1E3A8A; /* Same deep blue color */ } .schedule-table th { background-color: #DCEEFB; /* A light blue color */ text-align: center; } .schedule-table td { text-align: center; } .schedule-table tr:nth-child(even) { background-color: #F3F8FF; /* A very light blue color */ } .schedule-table tr:hover { background-color: #E3F2FD; /* A light blue color */ } </style> <table class="schedule-table"> <thead> <tr> <th rowspan="2">Agent</th> <th colspan="2">Monday</th> <th colspan="2">Tuesday</th> <th colspan="2">Wednesday</th> <th colspan="2">Thursday</th> <th colspan="2">Friday</th> <th colspan="2">Saturday</th> </tr> <tr> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> </tr> </thead> <tbody> <tr> <td>Thamar</td> <td>OFF</td> <td>OFF</td> <td>7 AM - 12 PM</td> <td>10 AM - 10:30 AM</td> <td>7 AM - 12 PM</td> <td>10 AM - 10:30 AM</td> <td>7 AM - 12 PM</td> <td>10 AM - 10:30 AM</td> <td>7 AM - 12 PM</td> <td>10 AM - 10:30 AM</td> <td>7 AM - 12 PM</td> <td>10 AM - 10:30 AM</td> </tr> <tr> <td>Jessica</td> <td>12 PM - 5 PM</td> <td>3:30 PM - 4 PM</td> <td>12 PM - 5 PM</td> <td>3:30 PM - 4 PM</td> <td>12 PM - 5 PM</td> <td>3:30 PM - 4 PM</td> <td>12 PM - 5 PM</td> <td>3:30 PM - 4 PM</td> <td>12 PM - 5 PM</td> <td>3:30 PM - 4 PM</td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Nubia</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> </tr> <tr> <td>Andrea</td> <td>7 AM - 3 PM</td> <td></td> <td>7 AM - 3 PM</td> <td></td> <td>7 AM - 3 PM</td> <td></td> <td>17 AM - 3 PM</td> <td></td> <td>7 AM - 3 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Jennifer</td> <td>8 AM - 4 PM</td> <td></td> <td>8 AM - 4 PM</td> <td></td> <td>8 AM - 4 PM</td> <td></td> <td>8 AM - 4 PM</td> <td></td> <td>8 AM - 4 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> </tbody> </table>

<b>Collection Department Work Schedule</b> <<button '"Collection Department Work Schedule"'>> <<run slideWin("Collection Department Work Schedule")>> <</button>> <b>Customer Service Work Schedule</b> <<button '"Customer Service Work Schedule"'>> <<run slideWin("Customer Service Work Schedule")>> <</button>>

<<speech "You" "Andrew Jackson<br>Phone: 587-816-8314<br>Additional Phone: Not Available">>Sales Supervisor<</speech>> <<speech "Her" "Justin Lehmann<br>Phone: 289-768-8560<br>Additional Phone: Not Available">>Sales Supervisor<</speech>> <<speech "Her" "Marsha Huinink<br>Phone: 289-206-8513<br>Additional Phone: Not Available">>Sales Lead<</speech>> <<speech "Her" "Elle Rose<br>Phone: 604-332-8298<br>Additional Phone: 604-330-8750">>Sales Lead<</speech>> <<speech "Her" "Jess Gibbons<br>Phone: 289-401-0214<br>Additional Phone: Not Available">>Sales Lead<</speech>> <<speech "Her" "Lee Sharpe<br>Phone: 289-206-8513<br>Additional Phone: Not Available">>Sales Lead<</speech>> <<speech "Her" "Michelle Balharry<br>Phone: 778-767-2396<br>Additional Phone: Not Available">>Sales Lead<</speech>> <<speech "Her" "Robert Clack<br>Phone: 289-723-3605<br>Additional Phone: Not Available">>Sales Lead<</speech>> <<speech "Her" "Braden Gunderson<br>Phone: 778-765-0336<br>Additional Phone: Not Available">>Sales Lead<</speech>>

<b>Welcome to Pulse! Enter your password.</b> <<nobr>> <input type="password" id="password" placeholder="Password"> <<button "Login">> <<set _password = document.getElementById('password').value>> <<set _expirationDate = new Date('2024-12-03'); // Replace with actual expiration date logic>> <<set _currentDate = new Date();>> <<if _password.toLowerCase() === "protectwell2024!" && _currentDate <= _expirationDate>> // Check if current date is within 30 days <<goto "Main Menu">> <<else>> <<replace "#passwordCheck">> <<if _currentDate > _expirationDate>> Password expired. Please contact support to renew your password. <<else>> Incorrect password. Please try again. <</if>> <</replace>> <</if>> <</button>> <</nobr>> <div id="passwordCheck"></div> <img src="https://pulsealerthub.neocities.org/Pulse/Logo.JPG">

<b>Csutomer Service Work Schedule</b> <style> body { background-color: white; color: #1E3A8A; /* A deep blue color */ } .schedule-table { width: 100%; border-collapse: collapse; background-color: white; } .schedule-table th, .schedule-table td { border: 1px solid #ddd; padding: 8px; color: #1E3A8A; /* Same deep blue color */ } .schedule-table th { background-color: #DCEEFB; /* A light blue color */ text-align: center; } .schedule-table td { text-align: center; } .schedule-table tr:nth-child(even) { background-color: #F3F8FF; /* A very light blue color */ } .schedule-table tr:hover { background-color: #E3F2FD; /* A light blue color */ } </style> <table class="schedule-table"> <thead> <tr> <th rowspan="2">Agent</th> <th colspan="2">Monday</th> <th colspan="2">Tuesday</th> <th colspan="2">Wednesday</th> <th colspan="2">Thursday</th> <th colspan="2">Friday</th> <th colspan="2">Saturday</th> </tr> <tr> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> <th>Work</th> <th>Break</th> </tr> </thead> <tbody> <tr> <td>French</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Tiffany Mendieta</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Jesus Cano</td> <td>3 PM - 8 PM</td> <td></td> <td>3 PM - 8 PM</td> <td></td> <td>3 PM - 8 PM</td> <td></td> <td>3 PM - 8 PM</td> <td></td> <td>3 PM - 8 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Norlan Bravo</td> <td>3 PM - 8 PM</td> <td></td> <td>OFF</td> <td>OFF</td> <td>3 PM - 8 PM</td> <td></td> <td>3 PM - 8 PM</td> <td></td> <td>3 PM - 8 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Andres Torres</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Robert Aguirre</td> <td>9 PM - 10 PM</td> <td></td> <td>9 PM - 10 PM</td> <td></td> <td>9 PM - 10 PM</td> <td></td> <td>9 PM - 10 PM</td> <td></td> <td>9 PM - 10 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Valentina Quintero</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Luis Alguera Manzanares</td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Paola Jirado</td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>9 AM - 5 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> <tr> <td>Jean Ramos</td> <td>12 PM - 8 PM</td> <td></td> <td>12 PM - 8 PM</td> <td></td> <td>12 PM - 8 PM</td> <td></td> <td>12 PM - 8 PM</td> <td></td> <td>12 PM - 8 PM</td> <td></td> <td>OFF</td> <td>OFF</td> </tr> </tbody> </table>

<<button '"Back"'>> <<run slideWin("ChargeOver")>> <</button>> <b>ChargeOver Guide</b> https://docs.google.com/document/d/1fpiOAe1oYhnNCPR21zSwhxKfpSTH2iIay6dfFDEYaTY/edit#heading=h.v1ch1ju3dx7s

<<button '"Back"'>> <<run slideWin("Customer Service")>> <</button>> <b>Watch battery troubleshooting</b> https://docs.google.com/document/d/189dLxzntzJ2zvA0UnfqnHKOUyUK6iWxb/edit#

<<button '"Back"'>> <<run slideWin("Miscellaneous")>> <</button>> <b>Update Payment information</b> https://docs.google.com/document/d/1FXQhF8B-__7QgjxcoRjO7ZmymtPNPHLsKrpqNZCLnYQ/edit

<<speech "You" "Mario Slogar<br>Email: mslogar@vistaservices.ca<br>Additional Phone: Not Available">>Contracts Manager<</speech>> <<speech "Her" "Usman Khan<br>Email: ukhan@vistaservices.ca<br>Additional Phone: Not Available">>Manager, Payments & Collections<</speech>> <<speech "Her" "Danielle Pleau<br>Email: dpaleau@vistaservices.ca<br>Additional Phone: Not Available">>Payment & Collections Representative<</speech>>