Overview
This guide outlines the step-by-step process followed when a professional installer or contractor submits a registration through the ProConnect online form. It ensures each registration is accurately captured, assigned the correct membership tier, and completed within service standards.
Step-by-Step Process
1. Registration Submission
A professional installer or contractor completes the ProConnect Registration Form.
Upon submission:
An account login is automatically created and assigned access to ProConnect tools.
An automated email is sent to the ProConnect Specialist for follow-up.
2. Initial Review by ProConnect Specialist
The Specialist receives the registration alert and initiates the following actions:
Create a ProConnect Contact record in LiveAgent.
Assign the default Silver Tier status to the contact.
3. Welcome Email Procedure
Once a ticket is marked Resolved, this triggers the next phase:
A new ticket is created to send the Welcome Email to the new ProConnect contact.
The original registration ticket is merged into the new email ticket for reference.
Once the email is sent, determine appropriate status based on review outcome:
✅ No review needed: Set ticket to Resolved.
⏳ Review needed: Set ticket to Postponed (no more than 48 hours).
4. Tier Review Check
If the customer provided a business license or ID number, the Specialist must:
Review the submission for potential Gold Tier eligibility.
If the submission qualifies for Gold Tier status:
Update to Gold Status in LiveAgent
Update to Gold Status in ProConnect Dashboard
Send email notifying customer of updated status and benefits
If the submission does not meet qualifications or needs further information from ProConnect member:
Send email notifying of review outcome
Request any additional information to help move status, explaining benefits of Gold Tier.
Once all investigation, contact updates, and emails have been sent and completed:
Notate/disposition ticket in LiveAgent
Mark as resolved
Ticket Handling Rules
| Situation | Action |
|---|---|
| No business ID provided | Resolve ticket and proceed to welcome email |
| Business ID provided | Send welcome email, Postpone ticket (max 48 hrs) for review |
| Welcome email ready to be sent | Create new ticket, merge original, and resolve once email is sent |
| Ticket is inactive after 48 hrs | Escalate or follow up as needed |
Tier Definitions
| Tier | Description |
|---|---|
| Silver | Default tier, basic benefits which includes the option to purchase sample books and 5% discount for direct purchases through CASTICO ProConnect Dashboard |
| Gold | Enhanced tier, includes deeper discounts and featured placement (requires business ID/license verification), which includes everything in Silver Tier status plus an additional 5% discount on direct purchases (total 10%) and website feature. |
❗ Escalate unclear submissions or missing info to your supervisor.