Service Call SOP
24/7 triage, dispatch & emergency escalation
Discover how HDS takes your service request from intake to resolution across HVAC‑R, plumbing, electrical, refrigeration, and more. Our triage workflow captures essential details, assigns a priority (Emergency, Urgent or Routine), dispatches your preferred vendors automatically and provides a seamless path to immediate escalation in rare catastrophes.
Service Call Process
How HDS takes your service request from intake to resolution
Every service request—whether submitted online, by phone, email or SMS—follows the same script. Our team greets you and collects the essentials: your name, store number (we auto‑lookup the address), a callback number, a brief description of the issue and any purchase‑order or billing info. We then assign a priority (P1 for critical safety, P2 for urgent revenue/product risk, P3 for routine work) and route your ticket to either automated self‑help or a live agent. A ticket number is generated immediately and you’ll receive confirmation along with an estimated response time.
Service Call Process
How HDS takes your service request from intake to resolution
Every service request—whether submitted online, by phone, email or SMS—follows the same script. Our team greets you and collects the essentials: your name, store number (we auto‑lookup the address), a callback number, a brief description of the issue and any purchase‑order or billing info. We then assign a priority (P1 for critical safety, P2 for urgent revenue/product risk, P3 for routine work) and route your ticket to either automated self‑help or a live agent. A ticket number is generated immediately and you’ll receive confirmation along with an estimated response time.
Service Call Process
How HDS takes your service request from intake to resolution
Every service request—whether submitted online, by phone, email or SMS—follows the same script. Our team greets you and collects the essentials: your name, store number (we auto‑lookup the address), a callback number, a brief description of the issue and any purchase‑order or billing info. We then assign a priority (P1 for critical safety, P2 for urgent revenue/product risk, P3 for routine work) and route your ticket to either automated self‑help or a live agent. A ticket number is generated immediately and you’ll receive confirmation along with an estimated response time.
Service Categories & Vendor List
Your preferred vendors by trade, always at our fingertips
When you join the HDS service desk, we load your preferred vendors into our system. For each trade we assign a primary and secondary vendor along with daytime and after‑hours numbers. Our intake team looks up the store number, picks the correct category and dispatches the appropriate vendor automatically. No need to repeat vendor details—our fail‑safe ensures that if the primary can’t respond, the secondary is called immediately.
| Category | Vendor A | Day Phone | After‑Hours A | Vendor B | Day Phone | After‑Hours B |
|---|---|---|---|---|---|---|
| Refrigeration | Vendor A | 555‑0101 | 555‑3101 | Vendor B | 555‑2101 | 555‑3102 |
| Electrical | Vendor A | 555‑0102 | 555‑3103 | Vendor B | 555‑2102 | 555‑3104 |
Service Categories & Vendor List
Your preferred vendors by trade, always at our fingertips
When you join the HDS service desk, we load your preferred vendors into our system. For each trade we assign a primary and secondary vendor along with daytime and after‑hours numbers. Our intake team looks up the store number, picks the correct category and dispatches the appropriate vendor automatically. No need to repeat vendor details—our fail‑safe ensures that if the primary can’t respond, the secondary is called immediately.
| Category | Vendor A | Day Phone | After‑Hours A | Vendor B | Day Phone | After‑Hours B |
|---|---|---|---|---|---|---|
| Refrigeration | Vendor A | 555‑0101 | 555‑3101 | Vendor B | 555‑2101 | 555‑3102 |
| Electrical | Vendor A | 555‑0102 | 555‑3103 | Vendor B | 555‑2102 | 555‑3104 |
Service Categories & Vendor List
Your preferred vendors by trade, always at our fingertips
When you join the HDS service desk, we load your preferred vendors into our system. For each trade we assign a primary and secondary vendor along with daytime and after‑hours numbers. Our intake team looks up the store number, picks the correct category and dispatches the appropriate vendor automatically. No need to repeat vendor details—our fail‑safe ensures that if the primary can’t respond, the secondary is called immediately.
| Category | Vendor A | Day Phone | After‑Hours A | Vendor B | Day Phone | After‑Hours B |
|---|---|---|---|---|---|---|
| Refrigeration | Vendor A | 555‑0101 | 555‑3101 | Vendor B | 555‑2101 | 555‑3102 |
| Electrical | Vendor A | 555‑0102 | 555‑3103 | Vendor B | 555‑2102 | 555‑3104 |
Triage Questionnaire
A custom decision tree that mirrors your operations
We sit down with you to build a triage questionnaire tailored to your equipment and risk tolerances. In addition to the mandatory intake fields (name, store number, callback phone, issue summary and PO/Billing), we’ll add trade‑specific questions. Here’s an example for refrigeration:
Access to this form is password‑protected. Only authorized managers and staff can submit a service call. When calling, you’ll need to provide the password verbally so our agent can fill out the same form—ensuring consistency whether you’re online or on the phone.
Triage Questionnaire
A custom decision tree that mirrors your operations
We sit down with you to build a triage questionnaire tailored to your equipment and risk tolerances. In addition to the mandatory intake fields (name, store number, callback phone, issue summary and PO/Billing), we’ll add trade‑specific questions. Here’s an example for refrigeration:
Access to this form is password‑protected. Only authorized managers and staff can submit a service call. When calling, you’ll need to provide the password verbally so our agent can fill out the same form—ensuring consistency whether you’re online or on the phone.
Triage Questionnaire
A custom decision tree that mirrors your operations
We sit down with you to build a triage questionnaire tailored to your equipment and risk tolerances. In addition to the mandatory intake fields (name, store number, callback phone, issue summary and PO/Billing), we’ll add trade‑specific questions. Here’s an example for refrigeration:
Access to this form is password‑protected. Only authorized managers and staff can submit a service call. When calling, you’ll need to provide the password verbally so our agent can fill out the same form—ensuring consistency whether you’re online or on the phone.
Procedure & Dispatch
Intake, prioritization, routing and escalation
- Store & location: give us your store number (we auto‑lookup the address).
- Caller & callback: provide your name and the best phone number for updates.
- Issue category: select Refrigeration/HVAC/Electrical, Plumbing/General Repair, Roofing/Landlord or Other.
- Priority: choose Emergency (life safety or major outage), Urgent (risk < 4 hrs) or Routine.
- Overtime preference: yes, no or “ask me first.”
- Review: we recap the store number, issue and priority, assign a ticket ID and let you know what happens next.
Emergency tickets dispatch an on‑call technician immediately; urgent tickets are scheduled same day, while routine work is slotted for the next available time. Escalations follow a clear path: first‑line agent, team lead after 15 min, ops manager at 30 min and director at the one‑hour mark. If you ask us to text Darrin, we’ll forward your store number and message to him and confirm receipt; we never share his personal cell.
Procedure & Dispatch
Intake, prioritization, routing and escalation
- Store & location: give us your store number (we auto‑lookup the address).
- Caller & callback: provide your name and the best phone number for updates.
- Issue category: select Refrigeration/HVAC/Electrical, Plumbing/General Repair, Roofing/Landlord or Other.
- Priority: choose Emergency (life safety or major outage), Urgent (risk < 4 hrs) or Routine.
- Overtime preference: yes, no or “ask me first.”
- Review: we recap the store number, issue and priority, assign a ticket ID and let you know what happens next.
Emergency tickets dispatch an on‑call technician immediately; urgent tickets are scheduled same day, while routine work is slotted for the next available time. Escalations follow a clear path: first‑line agent, team lead after 15 min, ops manager at 30 min and director at the one‑hour mark. If you ask us to text Darrin, we’ll forward your store number and message to him and confirm receipt; we never share his personal cell.
Procedure & Dispatch
Intake, prioritization, routing and escalation
- Store & location: give us your store number (we auto‑lookup the address).
- Caller & callback: provide your name and the best phone number for updates.
- Issue category: select Refrigeration/HVAC/Electrical, Plumbing/General Repair, Roofing/Landlord or Other.
- Priority: choose Emergency (life safety or major outage), Urgent (risk < 4 hrs) or Routine.
- Overtime preference: yes, no or “ask me first.”
- Review: we recap the store number, issue and priority, assign a ticket ID and let you know what happens next.
Emergency tickets dispatch an on‑call technician immediately; urgent tickets are scheduled same day, while routine work is slotted for the next available time. Escalations follow a clear path: first‑line agent, team lead after 15 min, ops manager at 30 min and director at the one‑hour mark. If you ask us to text Darrin, we’ll forward your store number and message to him and confirm receipt; we never share his personal cell.
Emergency Failsafe
Immediate help when seconds matter
Our structured triage process handles the overwhelming majority of service calls quickly and efficiently. However, in the rare case of a true emergency—like a car crashing through your storefront or a major leak threatening product safety—please bypass the form and contact us directly. Call our main office at (405) 546‑2820 or text your store number and a brief description to your HDS contact. We’ll mobilize resources immediately.
Please reserve this failsafe for life‑safety or catastrophic events. For all other issues, using the standard service‑call process helps us prioritize resources and ensures the right technician is dispatched.
Emergency Failsafe
Immediate help when seconds matter
Our structured triage process handles the overwhelming majority of service calls quickly and efficiently. However, in the rare case of a true emergency—like a car crashing through your storefront or a major leak threatening product safety—please bypass the form and contact us directly. Call our main office at (405) 546‑2820 or text your store number and a brief description to your HDS contact. We’ll mobilize resources immediately.
Please reserve this failsafe for life‑safety or catastrophic events. For all other issues, using the standard service‑call process helps us prioritize resources and ensures the right technician is dispatched.
Emergency Failsafe
Immediate help when seconds matter
Our structured triage process handles the overwhelming majority of service calls quickly and efficiently. However, in the rare case of a true emergency—like a car crashing through your storefront or a major leak threatening product safety—please bypass the form and contact us directly. Call our main office at (405) 546‑2820 or text your store number and a brief description to your HDS contact. We’ll mobilize resources immediately.
Please reserve this failsafe for life‑safety or catastrophic events. For all other issues, using the standard service‑call process helps us prioritize resources and ensures the right technician is dispatched.
