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TLO

TLO

TLO Queue Overview If ATLAS can't send an order electronically, the system moves it to the Telephone Outplacement Queue (TLO).

TLO orders cannot be transmitted automatically, so an agent must call a florist, share the order details, and set up payment for fulfillment.

Keep in mind: As long as an order remains in TLO, it is not yet in a florist's hands and is at risk of not being delivered on time.

To access a TLO issue: . Click on the issue you are looking to resolve. . Select [Select TLO] to access the issue. Make sure to and work the issues from top to bottom

The TLO Process

3 STEP

  1. Contacting the florist listed
  2. Find a new Florist
  3. Mitigate if no Florift found

Contacting the florist listed = Every TLO order lists an initial florist to contact.

= Call the florist and provide all order details (recipient, product, delivery date) to see if they can fulfill the order.

If the florist CAN take the order . Ask if the florist can receive the order by email e If so, click the email button . Select Phone to provide additional order details over the phone.

If the florist CANNOT take the order . Select Refused . In the Auto WIR Override Detail Code window, select the reason why the florist cannot take the order. · Select OK . Enter detailed notes in the Order Notes screen that opens. . Click Append Save to save your notes and return to the TLO issue. . Find a new florist to take the order.

Locating a Florist

If the florist on the order can't fulfill, you need to find a new florist. Start with the WIR, then surrounding zip code (SZP), and last, if there are no other florists found, check the websites Locate My Florist and Find a Florist.

  1. WIR = The first place to look is the WIR

  2. SZP = If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes

  3. Websites = If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist.

  4. No Florist = If, after all searching. you haven't found a florist, try to flip to a GPT product.

Calling a Florist

1.Make the Call = The Phone sereen displays all information the florist needs. Click the info button to leam more.

2.If the Florist CAN Take the Order =Follow the steps outlined earlier.

  1. Why the Call Matters = Calling ensures the florist has the time, flowers, and components to deliver on schedule.

Not calling can cause: . Rejected oeders and additional MON messages. . Delivery failures and unhappy customers.

  1. How a TLO Can Be Resolved = There are a few ways to resolve a TLO order. Click the info button to learn more.

TLO can be resolved by: FIL Box: Payment to a florist (see below) Email: Email the order to the florist (Requires follow-up and FIL Box) CSI: Can vary based on delivery date

Confirming the order: Send a message or Fill order

For future delivery dated orders when it is too late to call shops in the area, leave the issue in the TLO queue for another agent to call during normal business hours.

The acceptable call times to call the florist are: . 8am - 6pm (Monday-Friday) . 8am - 2pm (Saturday and Sunday)

Remember: DO NOT follow the Remove from Queue process. . Enter order notes explaining that it's too late to call. . Exit the TLO issue and move to the next issue.

Example Order Notes: TOO LATE TO CALL THE ORDER OUT AS THE SHOPS IN THE AREA ARE CLOSED. LEAVE ISSUE WITHIN THE TLO QUEUE UNTIL BAM IN FLORIST'S TIME ZONE AND THEN ATTEMPT TO CALL OUT.

Remove from Queue Process = When no florist is available to fill the order, the order must be removed from the TLO queue so it no longer shows as unassigned. To do this, fill the order in ATLAS to close it in the system. Afterward, process a replacement to switch the order to a GPT (vendor) item so it can still be delivered.

Remove from Queue from CSI Screen

1.Click the CSI button. 2. Select Outplacement as the contact type. You will then be redirected to the face of the coder in New CSI. 3.Select the appropriate CSI, Detail, Reason and Resolution Code(s) 4 Select the Fill Order button to open the Fill Order Screen 5.Complete the following fields: a. Talked toc fill with Remove from queue. b. Total Price: fil with the total price we are paying the florist c . Wire Service: fill with FFX. Select Add FFX. d Shop Code: Change to BILLING 6.Click Yes to fill the order.

Remove from Queue from Queue Process

1.Click on the Fill Order button to open the Fil Order Screen 2. Complete the following fields: a. Talked to: fil with field with Remove from queue b. Total Price: fill with the total price we are paying the florist. c. Wire Service: fill with FFX. Select Add "FFX' d. Shop Code: change to BILLING e. Florist detail: change to 19712

REJ QUEUE

reason on why the order is reject

  1. out of delivery area
  2. product or flower not available
  3. internal reject (REJ) orders = 60-90 minutes

Resolving a Reject Queue Order

= Determine whether you need to use the Rejected By button by viewing the WIR and exhausting all other possible florists using SZP. If you are not successful, contact the rejecting shop to see if they can possibly deliver a substitute or deliver for a price change.

=After it's determined that an order can be sent back to the same florist it was rejected by, use the Rejected By button to transmit the order.

Rules and Reminders . Time sensitivity: Always treat REJ oeders as urgent. . Call limit: make 10 attempts before cutoff time; 3 attempts after cutoff time. . Sympathy orders: Never convert to GPT products. They must remain florist filled. . Documentation: Each action must include detailed, factual notes, including each florist and person you spoke with.

Step by Step

  1. Open Order
  2. Access Actions
  3. Open WIR
  4. Confirm Prompt
  5. Call & Reject By
  6. Enter Password
  7. Select Florist & Note