Pre-calling before the appointment date

When appointments are made for distant dates, it is preferred to make a pre-call closer to the service date as a reminder to the customer. Sterling™ Order Management System supports a sophisticated process for managing and monitoring pre-calls which are not mandatory.

Sterling Order Management System supports confirming a appointment even when a pre-call attempt fails.

When the service provider attempts to pre-call a customer, the pre-call could result in one of the following:

• Successful Pre-Call — Occurs when a customer is reached during a pre-call attempt, and the customer confirms that the previously taken appointment is fine.
• Failed Pre-Call — Occurs when a customer could not be reached during a pre-call attempt. However, an attempt may be made later to reconfirm the appointment with the customer. Sterling Order Management System supports confirming an appointment even if the pre-call attempt is unsuccessful.
• Change of Appointment — During a pre-call attempt, a customer may requests for a change in the appointment. Based on how distant in the future the new appointment is, another pre-call attempt may be made at a later point in time that is closer to the new appointment.