How does Hofy complete collection requests?

Whenever an organisation requests a collection through the Hofy platform, Hofy will reach out to the team member directly, using the contact details we have on file. We'll send them a collection survey within 24 hours that prompts them to confirm their address details, packaging needs and to arrange a collection based on their availability and convenience, as well as triggers SMS to the team member's phone number we have on file.

If a team member indicates they need Hofy to send packaging, this will be automatically invoiced to your organisation for 35$ or equivalent. 

[ACCORDION] Requesting a collection

You can request a collection as you offboard a team member (please ensure we have their personal email address) or submit a request to collect a single asset, if the team member is not leaving the organisation. For more details on how to action a collection, please visit requesting collections via the Hofy platform.

[ACCORDION] After the collection is requested

Within 24 hours of submitting a collection request, our logistics team will reach out to the team member via email with a collection survey, so that we can make arrangements to retrieve the equipment in their possession. The survey will be sent on three consecutive days, the 2nd attempt includes SMS as well, unless a response is received.

If Hofy has not yet received a response after the third request to submit the survey, the request will escalate to within our logistics team. At that point, we'll involve your organisation's Hofy manager(s) in our communications with the team member. Having someone from your organisation reach out to the team member is helpful to encourage a response.

If the team member remains unresponsive, the collection will be further escalated to our customer success team, so we can discuss your options to cancel the collection or consider the equipment lost or stolen.

[ACCORDION] Wiping a device before collection

It is imperative that a team member wipes their device before it is collected, to ensure that there is no risk of accessing any personal or company data on the device. We provide team members with the following Hofy Device Management Manual to walk them through the steps of erasing their device to restore it to factory settings. We also ask the team member to confirm that they have wiped the device before submitting the collection survey. If the instructions are not followed and a device is returned locked, we may charge 50$ for reaching out to your organisation and unlocking it.

If your organisation remotely wipes all devices via an MDM software while offboarding team members and when requesting that equipment be collected to storage or transferred to another user, please let your account owner know. We have the ability to turn off the survey question asking the team member to confirm that they have wiped the device, if your organisation has the processes in place to ensure that all devices are wiped prior to collection. This features applies to all device collections and cannot be enabled on a per-user basis, however.

[ACCORDION] Team member availability

Hofy aims to collect a device as soon as we are able but to ensure a successful collection, ask the team member to provide their availability and will schedule our collection around the dates they have provided. If we need to send packaging or shipment labels in order for them to securely package the equipment, we may need to reach out to them once again to re-establish their availability.

[ACCORDION] Unresponsive team members

• Whenever Hofy receives a collection request, we send the team member a collection survey that allows our logistics team to make arrangements in order to collect equipment and ensure a successful collection. That survey is automatically sent three days in a row by our platform; on the third day, we also send the survey via text message.
• If the survey is still incomplete after the third day, the collection is escalated within the logistics team. We'll send an escalation email and add the organisation manager in on copy to encourage a response to our survey. By looping in the organisation manager, it allow for the organisation to help apply pressure from their end to get the team member to submit this survey.
• If after 5 working days there is no response, we'll send another chaser email with a 5-working day notice. At the end of this period if there's still no response, we will escalate the collection to the customer success team to inform the organisation manager of their options.

Despite Hofy's best efforts, some team members are completely unresponsive to our attempts to arrange collection. At that point, organisation's Hofy managers are presented with two options:

• Cancel the collection request, continue the contract and its payments (if relevant) until your organisation is able to make contact with the team member.
• Consider the equipment lost and we will process the contract cancellation fee and purchase fee to end the contract (if the equipment is an active Hofy rental contract). You may then choose to pass those charges on to the team member but that is at your own discretion in line with your internal policies and processes.
  If you have questions regarding the collection process, please reach out to us via the help button in the platform or fill this contact form and select Deel IT.