Sage Support Department Communication Channels

Support Department COMMUNICAT ION CHANNELS

COMMON QUESTIONS & ISSUES

• Who do I call to follow up on my project? • Schedule date? • Why haven’t I been called? • Where is my material? • Current status of project? • The customer has an issue… • Why hasn’t the CFI called the customer? • The customer wants a refund. • Why are there pits and cracks in the countertop? • What’s my warranty coverage? • I don’t like my installer; I want another one! • The installer has not shown up! • Can we get updated today?

CFI

Lowe’s

Sage

LOWE’S ASSOCIATE / IST

SAGE SURFACES

CFI

WHO DO I CALL /EMAIL?

LOWE’S STORE ASSOCIATE

SUPPORT / SR. SPECIALISTS

CONTACT

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Answer Lowe’s PO / RO Questions

Project selling / Add-on

General Install questions / follow-up Explanation of totals on change orders Project / WO status Scheduling

Resolve orders on hold

Selling issues

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Material Order concerns / questions Fees CFI received on specific orders Updating Store or CFI contacts and notification settings Update IMS, Metis and IME (MIC) Approve / process invoices for CFI’s Reach out to Lowe’s Stores /IST to get updates at CFI request Contact other Sage Departments and/or Leadership for assistance or if escalation is needed.

Customer updates Upload missing documents

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It is important to know who to contact depending on what information or type of assistance is needed. Here is a list of resources and the most common tasks they oversee or assist with.

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Warranty Questions

TSM / RSM / OTHER DEPARTMENTS LOWE’S IST

ESCALATION

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• Project / Issue research

Training

Update project

Fee Schedules

Trouble contacting the store for updates Create a work order if needed for a project

Account Related Issues

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LOWE’S IST • PHONE: 888-516-1010 • EMAIL: installsupport@lowes.com

SAGE WHO TO CONTACT

Support Specialist and TSM/RSM contact is based on store assignment

LOWE’S STORE ASSOCIATE / IST

RESOLUTIONS MANAGER

COORDINATION MANAGER

PROGRAM MANAGER

SUPPORT SPECIALIST

CFI

TSM / RSM

Order Details / Issues Customer Updates Remove orders on hold Upload Missing Documents Trouble Contacting Store Scheduling / Install Questions Post-Template Change Orders

IST

PRICING

Work Order Status Approve CFI Invoices Create a Work Order

ESCALATION

IST

Material Orders

ORDER PLACED

Order Pricing Issues Updating IMS, Metis, IME Warranty Training

PROCESS ORDER

STORE / CFI

ONBOARD CFI

GIMBIL / PROGRAMS

Account Issues / Fee Schedules Post-Install Issues / Compensation Cancellation POs Pre-Install Escalations Background Checks Fabricator Management / Coverage

ESCALATION

CUSTOMERS / LOWE’S ASSOCIATES

CFI

BE THE RESOLUTION

I want to speak to a manager!

I can’t get ahold of the store.

• Look in IMS to see if the answer to their question/issue might be there, since they cannot see in that system. • Offer to reach out to the store and/or IST for them. • Send an email to the store and copy the CFI in on it so they know you are following up for them.

1. Ask them what you can do to assist. 2. Attempt to diffuse the situation, kill them with kindness 3. Offer to reach out for them and follow up

I have a warranty issues / question.

Where is my material? What is it’s status?

Ask them the nature of their issue, then you can either: • Review the Warranty for their product • Refer them to the Warranty information on our website • After reviewing the issue, determine if Lowe’s needs to be contacted to create a work order What’s going on with my order? 1. Check notes in Metis and IMS 2. Call the CFI /store to get an update, let the customer know we care This installer is horrible, I want a new one! CFI’s are entitled a chance to resolve or fix a situation. 1. Check the notes, see what is going on… provide the customer with insight, possible explain the process with them. 2. Let them know you will assist in finding a resolution. 3. Before going straight to the TSM/ RSM, call the CFI get their side of the story, and depending on what they say then you may want to reach out to leadership for assistance… DO NOT hand it off to them till they ask for it.

1. Check Metis for them 2. Call or email the distributor then update the CFI as needed (best to email distributor and copy the CFI in so they will get update when you do)

Before deciding to automatically escalate and send a question or issue, you should ask yourself… “ Have I done everything I could do to help resolve this issue/ answer this question?” Too often things are escalated needlessly, when a lower level of support could have addressed it. Here are some common questions/issues that get sent higher up when it is not required?

ESCALATION TO LEADERSHIP

Before sending something “up the chain,” the question or issue needs to be evaluated and attempt to solve it on the lowest level possible. Consult the expertise of leaders to assist in a resolution, do not just forward it to them.. Leadership should only be tasked/requested when all avenues have been exhausted by Support and/or it is outside their prescribed scope and abilities.

OTHER LEADERSHIP RESOURCES

Most of the questions and issues can be resolved on the Support level, with RSM/TSM support and assistance, along with the Resolution Manager when needed. Here are a list of other Sales Team member’s responsibilities.

COORDINATION MANAGER • Fabricator onboarding • First Advantage background checks • Fabricator portal training • Track new projects with sales team • Sales Teams’ calls and emails • Create and manage special reports • Place orders for requested Lowe's Marketing collateral

PROGRAM MANAGER

VP OF SALES AND INSTALLS • Leadership to Installed Sales and Sales Departments • Designs and implements training and goals to maximize productivity and morale • Collaborates with RSM and TSM to set sales goals • Collaborates with executive leadership on sales quotas for territories • Maintains knowledge of market and competition • Reviews and analyzes regional sales records • Project sales and identify potential new markets

• Elite 8 management • Communication on behalf of Sales Team between all departments • Plans and executes new projects across departments with Sales Team • Event planning and coordination • Technology initiatives

When you cannot be or provide a resolution/answer, it may be time to reach out. You must decide if it is best to make contact via phone, email, or both. It is important to remember which path to take to escalate. Once the direction is chosen, the method of contact should be selected. Urgent issues should be dealt with by phone, and problems that are not time sensitive can be initiated by email. If the topic has several details, a follow up email may want to sent to provide anyone involved all the notes and specifics of the issue/project, so they do not have to research it themselves.

TIME TO ESCALATE?

Support Specialist: What is the Issue? Material? Service/ CFI? Selling?

Material: Review posted warranty info

Retail Question/ Issue

Service / CFI

Is it covered under warranty?

Is the issue within the labor warranty?

Is there a selling issue? Was it sold in the store or online?

Is there a pricing issue or question?

Contact the store to resolve

No Reach out to TSM/RSM to advise based on issues & notes. May require further escalation to Resolution Manager.

Yes Contact Lowe’s IST to input a work order

Contact IME for assistance

No Communicate that the issue is not covered, refer them back to the warranty information on sagesurfaces.com

Yes / Appears to be Have them take pictures, send them to warranty@sagesurfaces.

Unsure/ Unclear of Coverage

Refer to the local store with Retail pricing questions

Have pictures emailed to warranty@sagesurfaces.co m for review and assessment

Issues with or contacting the store, reach out to IST

com for review to approve or deny