Index. SYSTEM DOCUMENTATION WeKare SYSTEM DOCUMENTATION WeKare SYSTEM DOCUMENTATION WeKare SYSTEM DOCUMENTATION WeKare. SYSTEM DOCUMENTATION WeKare

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1 Index Technical request input screen Header Data Details Data - Tab Customer and Appliance Data...7 Search an existing customer...7 Create a new customer Create a new appliance Select an appliance from an existing customer Save the technical request the first time Details Data - Tab Customer and Appliance Navigation Elements Details Data - Tab Closure Navigation elements Example Closing a technical request Status Descriptions Status E0001 Open Status E0002 To be validated automatically Status E0003 To be validated manually Status E0004 Accepted Automatically and E0005 Accepted Manually Status E0006 Rejected Automatically and E0007 Rejected Manually Status E0008 Cancel Rejection Status E0009 Closed / Consolidated Status E0011 Document Contain Errors IDM-Version 1.0 Page 1

2 Technical request This chapter explains how to create and work on a technical request and how to close them. The technical request can be added in two different ways to the system. The first was is when you have your own software package to administrate the technical request we offer you an upload interface where you can upload the data directly from your system into our system. Please refer therefore to the chapter Data Import The second way is the manual option to create a technical request into the system with the menu option New Claim. IDM-Version 1.0 Page 2

3 1. input screen The screen is divided into two areas. Header Data, Details Data The following steps are describing which data fields need to be filled in order to create a Technical request. IDM-Version 1.0 Page 3

4 1.1 Header Data Service Partner Will be filled automatically from the system. Doc. Status This status will be filled automatically by the system when you save the first time (it cannot be changed by the Service Partner). Initially the status is E0001 Open. o Possible status entries: IDM-Version 1.0 Page 4

5 Doc. Number SOC number - will be automatically given by the system when the technical request is saved the first time. Status explanation lists the status description in details. Error description of the checks done by the system. - Possible entries: IDM-Version 1.0 Page 5

6 External Reference Reference Number from Service partner (optional). Call Number (not used in this scenario) Service order number made consumer care centre. Doc. Errors Error description from possible errors. Creation date Will be filled automatically from the system. IDM-Version 1.0 Page 6

7 1.2 Details Data - Tab Customer and Appliance Data Customer Data Customer data for the. You can either select an existing customer or add a new one. Search an existing customer Enter his telephone nbr and press search: IDM-Version 1.0 Page 7

8 When the customer exists with this telephone number it will be loaded from the system with his data: Continue with the next step to select or create the appliance. When the telephone nbr is not found you will get a message on the top: Continue then to search for combination Surname and Postcode: and press search IDM-Version 1.0 Page 8

9 When the customer exists it will be loaded from the system with his data: Continue with the next step to select or create the appliance. When the customer is not found you will get a message on the top: IDM-Version 1.0 Page 9

10 When you search for a telephone number and there is more than one customer in the system with this number you will get the following display: Select the right one by clicking on it. IDM-Version 1.0 Page 10

11 Create a new customer Enter his telephone nbr and press search: When the telephone nbr is not found you will get a message on the top: Enter now all customer details: Press the button confirm and you will get the message on the top IDM-Version 1.0 Page 11

12 Create a new appliance After you have created a new customer you need to create also his appliance: Appliance Data Enter here the model number from the appliance all other related data will be prefilled from the system Click on the icon on the right hand side of the field. You can enter here parts of the model number or name into the search fields and press the button Search. In combination with the * the system will search for all models containing such characters. IDM-Version 1.0 Page 12

13 Serial Number Mandatory input field. If the serial number is not available you have 2 possibilities to fill it. Click on the icon on the right hand side of the field Unav. Serial number to get the list box. On 221 Serial Number not standard the serial number is not standard, I.e. semi professional appliances. Enter the correct serial number then into the Notes field underneath. On 229 Serial Number not available, the number is not on the appliance. Dealer (optional) Enter here the name of the dealer where the appliance was bought. Purchase Date Enter here the purchase date. This date drives the automatic determination of the accounting indicator and the service type. NOTE: All changes need to be confirmed with the button. IDM-Version 1.0 Page 13

14 Select an appliance from an existing customer After you have searched and found an existing customer you need to select one of his existing appliances (if available) Click on the right one in the Appliance list or enter e new one Call Date - Date This is the registration date of the call Appointment Date - Product Reception Date Will be filled when the appliance is received from the SEC for repair Symptom Code Will be filled from the information coming from the consumer Note Can be filled from the SEC during the call taking process Can be amended if needed. Only for internal use NOTE: All changes need to be confirmed with the button. IDM-Version 1.0 Page 14

15 Save the technical request the first time After entering the data for customer and appliance plus the call dates you need to press the button Insert claim from the bottom of the screen. When the save is OK you get the message on the top Screenshot after entering all data before Insert Claim Screenshot after Insert Claim IDM-Version 1.0 Page 15

16 Claim Interventions All intervention lines will be added automatically by the system. Possible status: The status of the line can be changed This function is only used when you manage the process of the repair via the system otherwise just leave it as Normal Repair Technical Note Needs to be filled here during the closure of the technical request with the additional information from the repair. This text field is printed on the standard printout and communicated to the customer. IDM-Version 1.0 Page 16

17 1.3 Details Data - Tab Customer and Appliance Navigation Elements The button Search on the customer tab can be used to search existing customers via the telephone number. The button Reset will clear the customer and you can enter a new one. The button Serial Hist opens a popup window and displays all previous technical requests captured by the system so far related to this serial number. The button parts is a link to to help identifying appliances and IDM-Version 1.0 Page 17

18 1.4 Details Data - Tab Closure This tab gets only active after saving the technical request the first time with the button Appliance Data Automatically filled with the appliance data from the screen before. Classification (Accounting Indicator) Automatically determined from the system by the purchase date. The classification will assign the repair to a specific cost centre. The service type will assign the rate. The System restricts the number of classifications, only a certain set of classifications are available based on the purchase date of the appliance. Example: IDM-Version 1.0 Page 18

19 Service Type Possible entries: Component code/ Defect code and Repair Action code Quality- Coding of the repair (Technical Component Code) Administration note Text field for information from the supervisor on the manual release/authorisation of the payment for a. IDM-Version 1.0 Page 19

20 Cost Elements Depending on your contract with KA the system will pre-fill the standard repair rates for labour based on the appliance type or you need to fill the rates for all repairs which are charged to KitchenAid into the column Whr Charges. If this is a repair which will be charged against the end consumer the Classification NR needs to be selected and the amount needs to be entered for Transport/Labour and Spares into the column Other Charges This is only needed in order to print the job sheet later on as an invoice for the end consumer. Labour Depending on your contract with KA the system will pre-fill the standard repair rates for labour or you need to fill in the costs in the line Labour on all combinations in order to get the payment from KA. IDM-Version 1.0 Page 20

21 Spares Have to be added by entering the spares number into the first field on the next empty line. The spare was added and the technical request was saved. On the save or closure there is a check running which tries to find the last spare part order on this code for pricing. If no order is found the system simulates the price Status Completed Simulated price Remark: From only spares which have been ordered from KA can be charged against KA. Search for spares The button is a link to to help identifying appliances and parts Delete this line IDM-Version 1.0 Page 21

22 1.6 Navigation elements Transfers you back to your list. Creates a printout of the technical request (also for the end consumer / cost estimation). Not used Saves the technical request data and sets the status to Open. Closes the technical request. After the closure no changes can be made anymore from the service partner. Cancels the technical request creation Not used request Navigation buttons to jump to the next or previous technical IDM-Version 1.0 Page 22

23 2. Example Closing a technical request This technical request was closed with the button Close Tech. request and accepted by the system with the confirmation message on the top The status is set to E0002 to be validated automatically. The technical request was classified by the system based on the purchase date as a WR/001 First year warranty / standard repair. The Labour (20.00) was entered manually and the spare part (8.00) was added up at the bottom (38.00) and the tax was calculated (19% in Germany 7,22) and added up to the total of 45,22 IDM-Version 1.0 Page 23

24 3. Status Descriptions DOC Status List Code E0001 E0002 E0003 E0004 E0005 E0006 E0007 E0008 E0009 E0010 E0011 E0012 E0013 E0014 E0015 E0016 E0017 E0018 Description Open To be validated automatically To be validated manually Accepted automatically Accepted manually Rejected automatically Rejected manually Cancel Rejection Closed/Consolidated Invoice Posted Document Contains Errors Rejected/Consolidated Closed/Paid Repair Waiting for spares Spare Parts not available Administration Block PEX requested Cancelled 3.1 Status E0001 Open Status: E OPEN The status is set from WeKare after the document has been created. It can be saved as open. This status can move to E0002 To be validated automatically E0003 To be validated manually E0011 Document Contains Errors IDM-Version 1.0 Page 24

25 3.2 Status E0002 To be validated automatically Depending on the accounting indicator selected, the document can be moved into this status when closed. All documents in these statuses are validated by WeKare over night. Document in this status can be edited by Whirlpool only. It can move to the following: E0003 To be validated manually E0004 Accepted Automatically E0006 Rejected Automatically 3.3 Status E0003 To be validated manually - Depending on the accounting indicator selected, the document can be moved into this status. All documents in this status must be approved by Whirlpool and can t be edited by SP. It can move to the following: o E0005 Accepted Manually o E0007 Rejected Automatically IDM-Version 1.0 Page 25

26 3.4 Status E0004 Accepted Automatically and E0005 Accepted Manually All the SOC accepted are in these statuses. The periodic consolidation process looks for documents in these statuses in order to prepare the invoice proposal. Next move in: But still can be: E0009 Closed E0007 Rejected Manually 3.5 Status E0006 Rejected Automatically and E0007 Rejected Manually All the SOC rejected both by Whirlpool or automatic processing can be still moved to: E0008 Cancel Rejection If not, these document will be not paid, but included in the document sent to the SP for reference IDM-Version 1.0 Page 26

27 3.6 Status E0008 Cancel Rejection Applicable on REJECTED Claims, can be used to move back into the payment flow when a claim has previously been blocked. Can be set ONLY by Whirlpool, it moves to: E0009 Closed/Consolidated 3.7 Status E0009 Closed / Consolidated All the claims consolidated by the payment program are moved to this status. It is the final status, and doesn t progress into any other one 3.8 Status E0011 Document Contain Errors Whenever a document contains an error which should be corrected before closing, this status is set and the error message stored in the text field document contains error. Needs to be corrected by the service partner. IDM-Version 1.0 Page 27