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What is Changing and When?
GROWMARK is rolling out a CSM (Customer Service Management) tool, ServiceNow. This tool will provide GROWMARK Customer Service Teams with a single interface for agents to efficiently manage and complete daily processes to better serve our customers. GROWMARK first implemented this tool in June 2022 for Energy Refined Fuels and Propane customer invoice disputes and have seen great success. We now plan on rolling this out to the entire company for all invoice disputes. This rollout has been timed to coincide with the release of myGROWMARK’s new invoice dispute screens.
How does this impact me?
Effective October 3rd, you will receive an invoice dispute confirmation email when a dispute is opened and an invoice dispute resolution email when the dispute has been resolved. The invoice dispute confirmation email will detail the contact who opened the dispute, the invoice number, reason and comments. The invoice resolution email will describe how the invoice dispute was resolved. Customers will also have the ability to Accept the resolution to close the case, or Reject the resolution and direct GROWMARK to continue the investigation. If the customer does not accept the resolution within five days, the case will be automatically accepted and closed.
Please see confirmation and resolution email examples below.
Is there anything I need to do?
To help ensure all invoice dispute information is flowing to our service teams accurately, we encourage customers to use myGROWMARK (self-service portal) to enter invoice disputes. If you would like training on how to enter invoice disputes, please reach out to our myGROWMARK support team at IMS@GROWMARK.com.
When an invoice dispute is resolved, we encourage customers to Accept or Reject the resolution. This resolution reassures our service teams that a dispute has been closed to your satisfaction, or if further investigation is needing to be completed.
What if I need help or additional information?
If you encounter any unexpected myGROWMARK issues, please contact the myGROWMARK support team at IMS@GROWMARK.com.
Wade Mittelstadt
EVP, Chief Operating Officer
wmittelstadt@growmark.com
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