Understanding the customer journey

Clients receive a letter, email or text message with a unique link that allows them to review equipment associated with their claim. The client can then choose how they want to proceed.

1. 1

   Client receives a return request

   The client receives a letter, email, and/or SMS advising that equipment is due for review or return.

2. 2

   Client accesses the ACC Returns App

   The client opens the ACC Returns App using their unique link and reviews the equipment listed.

3. 3

   Client chooses a response

   Depending on their circumstances, the client may:

   • request equipment collection

   • request more time to keep equipment

   • do both if different equipment requires different actions.

4. 4

   ACC may be asked to review a request

   If the client requests an extension, ACC Recovery Team Members receive a notification asking them to review the request.

5. 5

   ACC records an outcome

   ACC may approve an extension, decline an extension, request collection, or record that equipment is unrecoverable, depending on the situation and ACC policy.

6. 6

   The client is notified

   The system automatically sends communications to the client and updates the next steps in the returns process.

7. Finished!