@ Work Transformation - Pilot

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Edith Baldwin
6 years ago
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1 @ Work Transformation - Pilot Frequently Asked Questions and Answers OPTIONAL PRODUCT AMERICAN NAME EXPRESS IN WORK BAR PILOT OVERVIEW How long will the pilot last? The pilot will run approximately 6-8 weeks, from mid November through end of January, A welcome will provide additional information on the pilot including training registration, feedback channels and invitations for two optional Q&A sessions during the pilot. A thank you will conclude the pilot test. What is the expected time commitment from me? We expect that overall participation in the pilot activities (excluding your regular reporting activities) will include 1.5 hours for a training class and pilot instructions and two optional Q&A calls which will be scheduled during the course of the pilot to provide feedback or ask questions. In addition, we ask that you complete two short surveys that will be sent midway through and at the end of the pilot. A minimum of two additional hours is required; slightly more if you participate in the Q&A calls. Is training available for the pilot? Yes. A welcome sent to you includes dates and times for the training call for pilot participants. Please refer to the or to request that the be resent, send an to At_Work_Feedback. Review and register for the available times and dates. How do I give feedback? The most immediate feedback channel will be the At_Work_Feedback . Please send all feedback, questions or comments to this mailbox as you work with the pilot. In addition, you will be invited to attend two optional Q&A Calls with varying dates and times to suit your schedule. The calls will discuss the most common feedback received and capture any additional input that you have to share. Also, you will receive two surveys, at mid-pilot and endpilot, in which we will ask for specific feedback. If I have problems using the pilot version, who do I contact for assistance? Please contact Work Help Desk at (Mon-Fri, 8:00am-8:00pm EST) for assistance. If you have feedback on the new experience when Work, please At_Work_Feedback@aexp.com. You can also refer to your welcome letter for more information. If I have problems using the pilot version, can I switch to the Work version? Yes. Log in Work as is your usual practice, using your ID and Password. You can then access and perform the transaction without disruption. 10/18/2013 GCP External NEXUS ID #

2 What is the difference between the Pilot Online Program Management (Account Maintenance) site and the Work site? The Work site will include the new Card Profile and Reporting pages. All other pages will remain unchanged and can be accessed as you do today. Here are a few examples: From the Pilot homepage, if you click a product that is not part of the pilot (i.e. Online Payment & Statement Center) you will leave the pilot environment and be directed to the normal page as you are today All actions performed on the pilot Card Profile page are live requests and will be processed as they are today. The progress of these requests can be viewed in the Status Tracking section on either the pilot or normal production site Clicking on Manage Limits or Declined Charges from new Card Profile page will return you to the Work environment. However, you can remain within the pilot environment and return to the new profile page by clicking Return to the Card Profile page option ONLINE PROGRAM MANAGEMENT OVERVIEW Why did we Work? Our intention is to improve your experience Work by making it more intuitive and real-time. Based on your feedback, we have transformed the core online servicing pages Work that bring together account maintenance functions and account information into a visually enhanced, more intuitive and highly stable user experience. What are some of the key enhancements Work? A refreshed, more visually appealing and modern design for the core servicing pages Work, the Card Account Profile and Card Member Activity pages More real-time data and account maintenance functions, including the display of Real-Time Exposure and Pending Charges An improved Central Bill Account Profile page that centralizes transaction data from all Supplementary Accounts Cross-browser compatibility with a tablet friendly design What are the key features of the Work? Card Account Profile page: View and manage all aspects of a Card Member account in one place. The Card Account Profile page provides key information on each account you have access to and provides convenient access to key servicing functions, including: Overview of the Card Member payment and spending history, including pending transactions, allowing you to access a record of charges before servicing an account Account information and updates occur in near real-time so there is minimal lag between the time you make a change to the Card Member Account and when you see that change on that account s Card Profile page Account Change History now reflects all changes that have been made on an account, including changes made by other PAs or by the American Express World Services team

3 Central Bill Experience: The new Central Bill profile pages aggregate information across supplemental accounts, giving you the ability to drill-down. In addition, primary account views link directly to a full listing of supplemental accounts. See All Transactions: View a comprehensive list of account transactions, including pending and recent transactions View full transaction descriptions, summary-level information and customized views Transaction data is available at the individual account level or in aggregate view Current Exposure: Now you can more effectively manage your cash flow by viewing your Current Exposure in real-time. What is Real-time Exposure? Real-Time Exposure = Account Outstanding Balance + Pre-Authorizations and/or Pending Transactions American Express uses an account s Real-Time Exposure to determine if the Card Member has sufficient spending capacity when making a purchase. When a Card Member makes a purchase using an American Express Card, our charge authorization system checks the account s Real-Time Exposure with any Limit imposed on the account to determine whether to authorize the charge. You can use the Real-Time Exposure on the Card Profile page to determine that account s remaining Open to Buy, or available credit. What is Open to Buy? Open to Buy = Account Credit Limit Current Exposure Where are my Account Maintenance functions? (i.e. Cancel Card, Suspend Card, etc.) Previously, Account Maintenance functions were displayed in various locations on the Card Profile and Card Member Activity pages, often requiring you to click through multiple pages to find what you need. In the Work, all Account Maintenance functions are available on the Card Account Profile page in the Common Actions section. The online Account Maintenance functions continue to be based on Work permissions and are displayed dynamically based on the account status. Where can I find Card Member demographic information and how do I edit demographic and account information? In the Work, the information you use most often is found on the Card Account Profile page and summarized underneath the Card Member name. Additional Card Member demographic and account information can be found by clicking the More or Edit buttons. In addition, new data elements such as Card Member address, Card issue date, Card expiration date and Returned Mail indicator give you a more complete view of your Cardmembers and allow you to manage your program more effectively. Where can I find Card Member transaction details? In the Work, a See All Transactions feature is available on the Card Member Profile page (found underneath the Recent Activity section) and includes: Detailed and aggregate transaction data available at both the primary and supplemental account level,

4 including pending transactions Customizable views by statement period, year-to-date, year-end-summary, or the ability to enter a custom date range based on your desired criteria Expanded transaction details for each charge Can I still cancel multiple Cards at the same time like I can today? Yes, you can still cancel multiple Cards at the same time. As a reminder, there are two ways to do so: 1. Use the Find Card Profiles option and enter a BCA, Cost Center, Payment Status or other search parameter. This will return a list of Search results from which you can cancel up to 20 Cards at a time. Simply check the boxes next to the Card accounts you wish to cancel and select Cancel Card from the drop down menu above the Search Results 2. To cancel multiple Cards using the Card account numbers, use the Advanced Search option. This option can be accessed using the link in the Find Card Profiles box within the Card Accounts section of Work Home Page. At the bottom of the Advanced Search page you can input 5 Card account numbers at a time. You can also select the More link to enter up to 20 Cards account numbers. This will return a search results list from which PAs can cancel the Cards as directed above in option #1. Can I still do everything I could do before Work? Yes. Every online maintenance function that existed previously is available today in the Work. If for some reason you find this is not the case, please contact Work Help Desk at (Mon-Fri, 8:00am-8:00pm EST) for navigational assistance or to report your issues. What do I do if I have questions about the changes or need help navigating the new experience when Work? Please contact Work Help Desk at (Mon-Fri, 8:00am-8:00pm EST) for assistance. If you have feedback on the Work experience, please At_Work_Feedback@aexp.com. REPORTING CHANGES OVERVIEW What are the changes Work Reporting? We are merging the various reporting links into a single tool that will be referred to Work Reporting. This refreshed user interface will provide an improved reporting experience within a single location. You receive reports based on the permissions that have been established for your role. Only the reports that you currently have permission for will be available in the Work Reporting tool. As an example: If you retrieved your reports through the Card and Data Files link - they will be available and labeled as Legacy Standard reports in the Work Reporting tool. Scheduled reports will generate and be available for download. But, no changes can be made to the scheduled reports. If changes are required, you will need to select a Standard Report template, update your preferences and schedule/run the report. The Standard Report templates provide an updated and improved reporting experience. We encourage you to use the improved report templates with better graphics and stylized layout which offer improved comprehension of program data and discontinue use of the legacy reports. If you scheduled and retrieved your reports through the Work link, they will be available and

5 labeled as Legacy Standard reports in the Work Reporting tool. Scheduled reports will generate and be available for download. But, no changes can be made to the scheduled reports. If changes are required, you will need to select a Standard Report template, update your preferences and schedule/run the report. The Standard Report templates provide an updated and improved reporting experience. We encourage you to use the improved report templates with better graphics and stylized layout which offer improved comprehension of program data and discontinue use of the legacy reports. If you created, scheduled and retrieved your reports through the Customized Reporting link, your reports will be available without change. You will experience an upgrade user interface that is less complicated and faster to use when creating, managing and downloading your reports. Where is my Corporate Purchasing Card (CPC) Statement? Corporate Purchasing Card statements are available through the Online Statement and Payment Center access on Work home page. As well, they can be accessed through a new link in the Reporting section of Work Home titled Statements. Where is my Work (SAW) Statement? Work Statements are available through the Work site on Work home page. As well, they can be accessed through a new link in the Reporting section of Work Home titled Statements. Where is my Business Travel Account (BTA) Online Statement? BTA Online Statements are available through the Online Statement and Payment Center access on Work home page or through a direct link provided to you on the statement-ready sent when your statement is ready to view. Where is my Business ExtrAA Statement? The Business ExtrAA Rebate Statement is available through the Work site on Work home page. Click the Rebate Center link to view. CUSTOMIZED REPORTING What is changing with Customized Reports? A refreshed user interface will improve the usability of Customized Reports. We ve provided a more modern interface this easy to use. In addition, we have combined the Report Manager and Report List together for your convenience and enhanced the ease of building, scheduling and retrieving your Customized Reports. A new modern, stylized design will simplify the use of tool and icons will provide helpful information as to the number of reports available for download. How do I access my Customized Reports? Customized Reporting will be renamed Work Reporting starting in February A link will be provided by after you complete the kick off call/training webinar to access the improved single Work Reporting. When the program launches, look for the link on Work home page under the Reporting section. How can I receive additional training and information on the changes? Attend the Kick Off Call/Training webinar. A welcome sent to you will contain links to register for a convenient date and time. Once you have completed the training, an with a link to the pilot sites and copy of the training will be provided to you.

6 WORK What is changing with Work Reports? Work has been transformed into an improved user interface and will be known Work Reporting. The Work Reporting interface will offer improved filtering to manage your report options. Additional report offerings include the Dashboard Reports interactive, dynamic portable reporting providing summary and detail level information on Compliance Management, Program Management and Supplier Management. All former scheduled reports and data files available through either the Card and Data Files link or the Work link will continue to be available and will be labeled as Legacy Standard report types. The Card and Data Files link and Work links in the Reporting section of Work home page Work will be combined into a single link and renamed Work Reporting. A link will be provided by after you complete the kick off call/training webinar to access the improved single Work Reporting. When the program launches, look for a new link on Work home page under the Reporting section. How do I access my saved or scheduled Work Reports? A link will be provided by after you complete the kick off call/training webinar to Work Reporting. All scheduled Work reports will appear under the report type Legacy Standard. Will my saved and scheduled Work reports continue to work? Yes. All previously saved and scheduled reports will be available and listed under Legacy Standard for report type. However, these reports cannot be modified. It is recommended that you recreate your reports using the Standard Report templates to gain greater flexibility and control of your reporting information. Can I still use my Work reports? The former Work reports will be labeled as Legacy Standard in the refreshed reporting tool. All reports that you have scheduled will be available in the new tool as Legacy Standard Reports. No changes can be made to these templates. If changes are required, you will need to select a Standard Report template, update your preferences and schedule/run the report. Once I request a rerun of a Standard Report how long does it take to appear in my Report List? Standard Reports will take hours to appear in your report list.

e-statement Migration Toolkit

e-statement Migration Toolkit Resources and Information to Support Your Switch to Online Cardmember Statements Online statement delivery can provide your Cardmembers with a fast, convenient and secure way to reconcile and pay expenses