Acceleration Systems ConnectWise Order Process Channel Partner Instruction Manual. August 2015, v2

Transcription

1 Acceleration Systems ConnectWise Order Process Channel Partner Instruction Manual August 2015, v2 Acceleration Systems 2015

2 Table of Contents Introduction... 3 Completing the AS Customer Site Network Questionnaire... 5 Entering the Billing Address... 9 Creating the Opportunity Changing the Opportunity Status to Won Initiating the AS Service Agreement Ticket Procedure Tracking UPS Shipments Converting a Free Trial Order to a Paying Customer Cancelling an Order Confidential 2

3 Introduction Placing an Order in ConnectWise is done from the Opportunities Screen. Before starting the order process confirm the following have been set up in CW. Company information Site(s) Contacts Opportunity itself Products being sold on this order Customer Site Network Questionnaire Most of the above information will likely have been added to the database during the course of the sales process. For clarity, each of the pieces of information above are summarized below. A detailed description of the order process follow the summary. Company The default screen within the company record displays the primary address for the company and if identified, the contact information for the primary contact. Sites Sites can be found and created on the Site tab within the company record. Sites identify the physical locations associated with a company. Sites can be headquarters, branch offices, PO Box for billing, or any other location associated with a company. Equipment usually ships to the location (Site) where it will be installed, but not always. In some cases customers will want units shipped to a different address so they can deliver them to the final locations. Naming the site location will be important so that the sites can be properly identified to any user looking at the information. If there is a difference between the Site Name and Ship To address, create a Ship To site and set the Site field in the Opportunity to the Ship To site. If you know the sites that the equipment will be deployed to please create a site for each location. Contacts Contacts can be found and created on the Contact tab within the company record. Provide all contact information for anyone associated with this order. This includes name, address, phone, , plus Role. Identifying the Role is helpful because it informs fulfillment about shipping and billing as well as who to contact for technical issues. When a person fills multiple roles, note this in the notes section of the Opportunity. The technical contact is an essential designation for someone (or multiple persons) within each organization. Only people identified as technical contacts will get notifications of upgrades, service updates, or other technical issues releases by AS Support. The technical contact is also the first person AS Support will contact if we notice an issue with a remote site. Confidential 3

4 Opportunity Use Opportunity to manage individual sales for a prospective client or existing customer. Converting an Opportunity to Won status completes the order process for sales. Changing the status to Won simultaneously launches the fulfillment sequence. Products Products are the pieces of hardware and services that are associated with an opportunity. Products indicate what the customer is purchasing. Products are selected from the Products or Forecast tab within the Opportunity. AS Customer Site Network Questionnaire The Customer Site Network Questionnaire provides the information about the customer s network needed to configure for the customer s particular site. Orders will NOT be fulfilled without this information. The Customer Site Network Questionnaire can be accessed from the Configuration tab within the Company record. Confidential 4

5 Completing the AS Customer Site Network Questionnaire Creating the configuration is the first part of the ordering process. The AS Customer Site Network Questionnaires are used to collect information about a customer s particular site in order to create the configuration to provision hardware and services to that location. Clicking on the Configurations tab within any company record will display any existing configurations already collected. Creating the AS Customer Site Network Questionnaire Open the company s record. Click on the Configuration tab Click the new item icon to create a new configuration. o A New Configuration screen will appear. Select AS Customer Site Network Questionnaires in the Configuration Type field. o There are multiple types of configurations. Sales personal only create AS Customer Site Network Questionnaires. Enter a Configuration Name that correlates to the site address. o The Configuration Name box is a required field and should contain the site name that correlates to the site address on the right side of the screen. o Note: Once an RBA has been selected by fulfillment, this site name will be replaced with the serial number of the device. This configuration will then be saved to the Managed Server Configuration as a child configuration. Verify Company/Contact Details on the right hand side of the screen. o Update the contact and address by using the picker. Set Status to Reserved Confidential 5

6 A Managed Workstation Configuration will be created during the fulfillment process. During fulfillment the AS Customer Site Network Questionnaire will be attached to the Managed Server Configuration as a child. Other items such as future RBA performances reports will also get attached. Select a Purchase Date from the calendar. o Purchase Date remains blank for 14 day free trial orders. Scroll down to the Configuration Questions section. Completing the AS Customer Site Network Questionnaire Scroll down to the bottom half of the New Configuration screen for the Questionnaire. Enter the Site name for the Customer Site Name. o Have the Customer Site Name read exactly as the Site Name is spelled out in the Opportunity. Enter the Type of Internet Connection. Enter Speed of ISP connection. Confidential 6

7 Select answer from drop down box if client is running VOIP. Enter the number of VOIP lines running. If known, enter type of VOIP Codec being used. Enter number of users on-site. Enter the Current Number of Computers, Servers, MFC s, Wireless Devices, etc. that access the Internet. Select Network Configuration from drop down box. Describe any special circumstances relating to the Opportunity or configuration in the Notes section. Select configuration (Default or Custom) from drop down box. o If custom configuration, enter notes about necessary information for custom configuration in the Notes field, question #10. Leave the Hyperlink field blank it will be populated in provisioning. Scroll back up to the top of the screen. Click Save and Close. Completing the AS SPOC Site Specifics Questionnaire Creating the configuration is the first part of the ordering process. The AS Customer Site Network Questionnaires are used to collect information about a customer s particular site in order to create the configuration to provision hardware and services to that location. Clicking on the Configurations tab within any company record will display any existing configurations already collected. Open the company s record. Click on the Configuration tab Click the new item icon to create a new configuration. o A New Configuration screen will appear. Select AS SPOC Site Specifics in the Configuration Type field. Confidential 7

8 o There are multiple types of configurations. Sales personal only create AS Customer Site Network Questionnaires or SPOC Site Specifics. Enter a Configuration Name that correlates to the site address. o The Configuration Name box is a required field and should contain the site name that correlates to the site address on the right side of the screen. o Note: Once an RBA has been selected by fulfillment, this site name will be replaced with the serial number of the device. This configuration will then be saved to the Managed Server Configuration as a child configuration. Verify Company/Contact Details on the right hand side of the screen. o Update the contact and address by using the picker. Set Status to Reserved Select a Purchase Date from the calendar. Scroll down to the Configuration Questions section. Completing the AS Customer Site Network Questionnaire Scroll down to the bottom half of the New Configuration screen for the Questionnaire. Provide the Remote Log-in Username Provide the Remote Log-in Password Check the box if Debian is already installed. Enter the number of CPU s Enter the amount of RAM in GB s Enter the Disk Space in GB s Enter the Public IP Address Enter the Servers NIC speed Enter the WAN Connection Speed in MB s/sec Select Bare Metal or type of Hypervisor using drop down Leave the Hyperlink field blank, this will be populated upon provisioning Confidential 8

9 Entering the Billing Address Not only can the billing address be different than the shipping address, the billing address may belong to a different company. The billing company will be different when Resellers drop ship hardware or when they add service to RBAs in their inventory. From the company record, click on the View Finance Screen icon Sales tax must be collected for DC, OH, and PA. Enter Billing Address o Street address, city, state, country Enter Billing Contact o Use picker to select contact from company. Click Save and Close. Confidential 9

10 Creating the Opportunity An Opportunity can be viewed or created from the Opportunities tab within the company s record. Open the company s record. If this is for Service direct to the Parent Company choose the CP Company name. If this is a resale deal by the CP then select the non CP Company and the corresponding Territory. Click on the Opportunity tab. o Any current or previous Opportunities already associated with the company will be displayed here. (In this example, the company already has two previous Opportunities already created) Click the new item icon to create a new opportunity. o This will open a new Opportunity screen. The left hand side of the Opportunity has been auto populated with the company s information. Enter a name in the Summary field. o Enter a brief description of the order. Example: New Re-seller to Katmandu Provide SPOC and 10 RBA's Enter an estimated close date to map your sales quota. o When the opportunity is moved to a closed status, it reflects against the quota mapped with this estimated close date. Select a Type from the drop down box. o Select Reseller if end user is a client of a channel partner. Leave Status as Open. Select a campaign from the drop down from which the opportunity/lead came from. Confidential 10

11 Enter any relevant notes that are necessary or helpful during fulfillment in the text box below Campaign. o A description of the services plan, if the order is a free trial, a list of personnel and their roles within the company, etc. should be noted here. Enter the Customer PO# if available. o Input the Customer PO #. The conversion process will transfer this information to the Customer PO field on the Sales Order, Service Ticket or Project. Verify the Company Name Select the Contact by using the drop down box. Verify Phone Number to be used for contact. o To select another number, use the drop down box. Select a Site using the drop down box for the location. o The address shown in the Site field is where any hardware associated with the Opportunity will be shipped. o o To select another site location, use the drop down box. The Select a Site screen will appear. Click on the appropriate site. New site locations can be added or modified by clicking the drop down box. Click the new item icon to create a new site. Add information for new site. Give site a name. Click Save and Close. Click an existing site to modify the information. Click Save and Close. Confidential 11

12 o The main company address may default as the Main site location. The person identified in the Contact field will receive the shipping notices via . Verify that the Sales Rep field correctly identifies the person responsible for the sale. Click Save. Selecting Products Most orders will have a variety of 4 components: a SPOC, an RBA, service, and discounts. Discounts on both hardware and service may vary depending upon the term of the service agreement. Add products one at a time. Identify the items included in the order by selecting the Products tab. Then add products one at a time by clicking the New Product icon and selecting the appropriate item. Click on the Forecast or Products tab. o If Forecast, then click Add Product. o If Products, then click New Item. Select a Product Id using the picker o A new Product Search Screen will appear. Enter PC in the product ID box, Click on Search. Hardware is listed under RBA Confidential 12

13 Click on product name. Update quantity. Select the Billable type by using the drop down box. The default option is Billable. o Billable: will invoice and show an amount o Do Not Bill: will invoice without an amount o No Charge: will not show up on an invoice o *Note: Always set PC-RBA products to Do Not Bill, they will become Billable when they go online with the SPOC. Note the boxes for drop shipment, special orders, and notes. Provide details about special orders such as custom colors for cases, pre-drilling for Wi-Fi antennae, etc. Click Save and Close. Repeat process for additional items. Products added will now show in the Products tab. Confidential 13

14 Changing the Opportunity Status to Won Once all necessary information about the company and the order have been entered into ConnectWise, then and only then can the status of the Opportunity be changed to Won. To review, the following information must be on file before completing the order. If you are working the Opportunity as intended, all of this information will be on file. Check that each of the following have been completed. 1. Company has been created. 2. Client site(s) (if applicable) has been created and correctly identified in the Opportunity. 3. All additional contacts have been entered and identified in the comments field of the Opportunity: Decision Maker, Billing Contact, Shipping Contact and Technical contact. Note: one person could fill all four roles. 4. An AS Customer Site Network Questionnaire Configuration has been created for the site. 5. Billing information has been provided. 6. Products, services, and discounts have been added to the Opportunity. 7. Any special notes have been added to the Opportunity. Open the Opportunity if not already there. Change the Status to Won. If this is a new Reseller select Won New Reseller Click Save. o It is at this point that the fulfillment process will start by sending notification to the fulfillment team. Do not change or set the status of an Opportunity to Won before all the above steps are completed otherwise this will start the fulfillment process of an incomplete Opportunity. o After clicking Save, a message in green will appear. If the Opportunity needs to be changed or edited, the status of the Opportunity must be changed back to Open. o Changes must be saved and then the status can be changed back to Won. Confidential 14

15 Initiating the AS Service Agreement Ticket Procedure Before an order is shipped, the customer must return a signed copy of the AS Service Agreement which describes the hardware, service, and terms for the order. Once the status of a completed Opportunity has been changed to Won, a new sales ticket is automatically created to track the AS Service Agreement process. ConnectWise processes Opportunities every 15 minutes. Depending on when an Opportunity is changed to Won, it can take up to 15 minutes for a sales ticket to appear in the Service tab. A Service Agreement will need to be created, sent to the client for signing, and returned to AS. Setting up the Ticket and Agreement Open the company record. Click on the Service tab. Search for the ticket. Click on the AS Service Agreement hyperlink in the Summary Description field to open it. Copy the name of the ticket displayed in the top left of the page Service Ticket #XXXXX - AS Service Agreement. Paste it into the Summary box located below the two columns of information. Click Save. Click on the Products tab. Enter the products, services, and discounts. Confidential 15

16 o This is the same procedure done in the original Opportunity. Click on the Ticket tab. Click the Print Customer Signoff form icon. Select Agreement Terms & Conditions from the drop down box. Click Continue. Sending Agreement From the Signoff Report Form (which opens in a separate window), click the Report icon to send a copy of the form to the customer. Address the to the client. Copy sales@accelerationsystems.com so the will automatically be made part of the ticket history. Copy and paste ticket summary to subject title: Service Ticket #XXXXX - AS Service Agreement o Do not change the title except to insert the ticket number. The format of the title enables ConnectWise to automatically associate the with the Sales ticket. Copy and paste the following information: Customer Name, Thank you for ordering cloud-based acceleration service. Please print and review the attached order confirmation. Then return both pages of a signed copy. Your order will shipped upon receipt of the signed form. The entire AS team looks forward to making your connection run faster. Regards, Change status of the ticket to Waiting Client Response. Click Save and Close. Processing Signed Agreement When the client returns the signed AS Service Agreement you can either: Add the document to the ticket under the Documents tab (to the far right in the default tab order). o o o Click the New Item icon. Click Choose File to select document to be added. Click Save and close Confidential 16

17 OR Change the subject line of the from the client to match the Service Ticket Summary Line Service Ticket #XXXXX - AS Service Agreement o Forward the with the attachment to sales@accelerationsystems.com Click on the Ticket tab after attaching the document to the service ticket. Change ticket Status type to Completed in drop down box. Change Service Board type to AS Fulfillment in drop down box. The Fulfillment team will audit the ticket before they change the status to Closed. Multi-Unit Orders If all units ship to the same address, they can all be covered on a single AS Service Agreement provided the agreement shows the appropriate number of units. If the RBAs ships to different addresses, there must be a separate agreement signed for each location. Confidential 17

18 Tracking UPS Shipments Open the Company record. Click the Opportunity tab. o All current and previous Opportunities will be displayed. Click the Opportunity containing the equipment you want to track. Click the Products tab (bottom portion of the Opportunity. o A list of all hardware associated with the order will appear in this screen. Click on the piece of hardware you want to track. o A new screen will appear detailing all the information for that piece of hardware. Scroll down to the Picking and Shipping Information section. o The UPS tracking number is displayed here. Open a web browser and copy and paste UPS link. o Enter tracking number. Click Track. Confidential 18

19 Converting a Free Trial Order to a Paying Customer In order to change the status of an order/customer from a free trial to paying customer, Admin Support must be notified by a ticket in ConnectWise. Create a ticket for Admin Support Open the Company record. Click on the Service tab. Click the New Item icon to create a new ticket. o A new screen will appear and will populate with the customer s information. Verify that the Service Board is set to AS Administrative Support. Enter the serial number of the RBA in the Summary field along with a brief statement of the action that is being requested of Admin Support. In this case, converting the trail unit to a paying one. Click Save. Click in the Detail Description box. This opens a window where you can enter notes and details of the conversion. Click Save and Close in the comment pane. When in the Ticket tab click Save and Close. Confidential 19

20 Cancelling an Order Cancelling an existing order is a two-step process. The Opportunity must be changed and the fulfillment process must be stopped. Changing the Opportunity Open the Opportunity to be cancelled. Change the Status of the Opportunity to Open. Click Save. Add a note in the text field regarding the cancellation status of the opportunity o Note should be in all capital letters. o Note should be placed above existing notes. o Note should contain status, person who authorized status and the date of request. ORDER CANCCELLED PER ANDY SMITH ON 5/14/15. o Existing text should not be edited or deleted. Leave all existing text as is. Change the Opportunity Status to Cancelled. o The cancelled status will make the Opportunity inactive. Stopping the Fulfillment Process Changing the Status of the Opportunity to Cancelled will trigger a new Activity to be created reminding the user to manually stop the fulfillment process. Activity is called Opportunity Cancel. It can take up to 15 minutes for new Service Ticket to appear. Open the company record. Click on the Service tab. Click on the hyperlinked number of the ticket to be cancelled. o This opens the selected ticket. Click the Time Entry icon. o A new window will appear called ConnectWise: Time Entry. Click the Add Timestamp to Notes icon to timestamp the notes. Confidential 20

21 Enter an explanation of why the order has been cancelled in the notes field. Click Save. Change the Status of the Service Ticket to Cancelled. Click Save and Close. Confidential 21