Department: Warranties & Post-Service

Policy Purpose: To establish a rapid, accurate, and frictionless process for verifying a customer's warranty status in the field. Utilizing our AI integration (connected directly to our HubSpot CRM and Square payment records), technicians can instantly confirm coverage without needing to call dispatch or manually dig through past invoices.

1. Accessing the Warranty AI Assistant

The AI Warranty Assistant is your fastest tool for verifying coverage and is available 24/7.

• Location: Open your contractor portal at tech.mobilebattery.com (via your phone or tablet).

• The Interface: Tap the "AI Warranty Look-Up" chat icon located on your main dashboard. You can use voice-to-text or type your query directly into the chat interface.

2. Required Customer Information

To initiate a search, the AI requires specific, unique identifiers to pull the correct customer profile from our CRM.

• The Primary Keys: You must ask the customer for either the Email Address or the Phone Number they used during their original MobileBattery booking.

• The Script: "To get this warranty process started, I just need to pull up your original installation record. What is the best phone number or email address you would have used when you booked us last time?"

3. Executing the Search

Input the data into the AI Assistant clearly so the system can ping HubSpot/Square and retrieve the correct file.

• Format: Type or say a direct command into the AI chat.

  Example: "Check warranty for phone number 555-123-4567."

  Example: "Pull up the battery record for john.doe@email.com."

• System Processing: The AI will instantly cross-reference the contact info, pulling the exact installation date, battery tier, and warranty parameters.

4. Interpreting the AI Results

Within seconds, the AI will return a summary of the customer's account. You must verify three crucial pieces of data before touching the vehicle:

• The Battery Tier: Did they purchase the Standard AGM, Discover EV Dry Cell, or Lithium? (You must replace it with the exact same tier).

• The Expiration Date: Is the battery still within the active warranty window?

• The Warranty Type: Does the AI indicate they have the Standard Manufacturer Warranty (customer pays the mobile dispatch fee today) or the Premium Warranty (labor and dispatch are fully covered)?

5. Troubleshooting "No Record Found"

If the AI responds with "No customer record found," do not immediately deny the warranty.

• Alternate Contacts: Customers frequently use different emails or have a spouse book the original appointment.

  Script: "The system isn't pulling up a record under that email. Is it possible it was booked under a partner's name, a work email, or a different cell phone number?"

• Physical/Digital Receipt Check: If the AI still cannot locate the file, ask the customer to search their email inbox for their original "Square Receipt from MobileBattery." You can manually input the Square Invoice Number into the AI or ticketing system to force the lookup.

• Final Escalation: If no digital record and no receipt can be found, politely inform the customer that without proof of purchase, the job must be processed as a standard, paid retail installation.

6. Proceeding to Diagnostics

Once the AI confirms the warranty is active, your administrative check is complete.

• The Handoff: You must now immediately pivot to the Handling Warranty Claims in the Field SOP.

• Reminder: An active warranty profile in the AI simply means the timeframe is valid. You must still physically load-test the battery and test the alternator to prove the battery is actually defective before swapping it.