How To Enter A New Customer Order - Sales Only Dealer Desk Reference

Transcription

1 Summary This Desk covers: Gathering Information before placing an Order Order > Add Customer Tab Serviceability Page Contacts Page Packages Page Options Page Payment Page Review Page Schedule Page Confirmation Page Additional s to Confirm the Order FSM This Desk supports the Sales Only Dealer (SOD) audience. Follow the How to Enter an Exede Voice Sales Order Sales Only Dealer Desk to order a new Exede 12 Internet service with the Exede Voice home phone service. Gathering Information before placing an Order Before beginning to enter an order that does not includes Exede Voice, a SOD must gather information from three sources: 1. From the Service Availability Tool in the Support Portal, the dealer must confirm that the beam is open for sales, and that ViaSat 1 is the satellite. 2. From exede.com, the dealer uses the data calculator to qualify the Customer for the best Exede 12 plan, based on the ways the Customer currently uses the Internet. Dealers cannot rely on the Serviceability page on the Orders tab to provide this information. Service Availability Tab Follow these steps to determine whether the beam is open for sales. 1. Log into the Dealer Support Portal with your Sales Only Dealer ID and password. 2. Go to the Tools tab ViaSat, Inc. Page 1 of 20

2 (continued) 3. Using the full, USPS-approved street address for the service location, complete this form. This must include the Zip code, and preferably, Zip+4. Leave the Satellite field as unspecified. Click Check Availability. 4. The results appear. Check the line Is Service Available. The answer must be yes It is also helpful to note the satellite, as this will help a dealer understand the plans that will be available ViaSat, Inc. Page 2 of 20

3 The Data Calculator The data calculator is part of the zip code search available on This tool has several benefits: it matches the Customer s current activities to the best Exede Internet plan; and it is designed for use while the Customer is in the sales room. Selecting the right plan is critical to creating a valuable relationship between you, the Customer, and ViaSat. Follow these steps: 1. Open with your browser. On the Home page, look for the Zip Code field. It often moves around the page, but usually reads Enter Your Zip Code. 2. Type the Customer s Zip Code and click Go. 3. The results show whether Exede 12 is available in that area. Scroll to the bottom of the page and find the Let s Calcluate your Data button. Click it. Note: This button may change name and location on the page ViaSat, Inc. Page 3 of 20

4 (continued) 4. The data calculator presents three categories of activities. Use the questions in each category to guide a conversation with the Customer. Select the best response for each category, and then click Submit. Each category becomes available when a selection is made in the previous categoy. 5. The data calculator provides a Recommended plan, and a Next Best plan. Review these with the Customer and help them make a decision ViaSat, Inc. Page 4 of 20

5 Order > Add Customer Tab Now the Dealer is ready to enter the order for Exede Internet. Go to the Support Portal, and click the Orders tab. Follow these steps to enter a Sales Order. The process involves completing eight (8) forms, using information gathered from Service Availability, the data calculator, and the Customer. Important! We require that the Customer be available when entering the order, for three reasons: they can confirm the address information they can provide payment information directly, without the dealer writing it down writing down payment information, and then disposing of the information incorrectly, is a PCI/DSS compliance violation 1. After logging into the Dealer Support Portal with your Sales Only Dealer ID and password, click the Orders tab, and confirm that the Add Customer tab is highlighted (dark blue) The Progress bar shows the Serviceability page highlighted (light blue). The Progress bar may be used to return to a previous page, but it does not allow the dealer to jump forward in the Order Entry process. Note: The Progress bar will display the VoIP tab, regardless of whether the order includes Exede Voice. Serviceability Page 1. In the Transaction Info box, do the following: 1. Confirm the Transaction type is New Connect. 2. Add a Referral Source, if necessary See image below ViaSat, Inc. Page 5 of 20

6 (continued) 2. In Service/Installation Info box, do the following: 1. Type the Customer's First, Middle Initial, Last Names, and Suffix (if required) 2. Type the Customer's USPS-standardized street address of the location where the service will be installed. a. Do not use a P.O. box. b. Do not use an address that is made-up, 'close enough' etc. 3. Type the Customer's City, State, Zip+4, primary and secondary (if desired) phone numbers. 4. Type the address the Customer wants as his/her contact . a. This may be an existing address. ViaSat strongly recommends this. b. If it is to be the address, check No address box. Important! Inform the Customer that they cannot receive communications from us until they complete their account setup. 5. Type the Customer's Birthdate. 6. Click Next to move the order forward; click Start Over to clear the forms. Notes: Required fields have a small red asterisk to the right of the field box. Clicking the Next button triggers address verification and a credit check on the information added to this form. See image below. 3. Address verification The address is verified as a USPS-standardized address. If minor changes are needed to standardize the address, the system automatically makes these changes. For example: 555 Ravenna Blvd, 98125, might be changed to 555 NE Ravenna Blvd, See image below. If the address is not recognized, the system presents a page with alternative addresses. If alternatives are not presented, then we strongly recommend that the address be verified using the US Postal Service Zip Code Lookup link. This link opens the USPS Zip Code web site, where the dealer and Customer may work on the address to arrive at the standardized address. o If the USPS Zip Code web site is unable to locate the Customer s correct address, it is very likely that the Customer s site will not receive service. The beam assignment and satellite alignment information used by the Installer will be incorrect, leading to a poor customer experience. The order should not be entered. See image below. 4. The Credit Check also occurs. The results of the Credit Check appear at the top of the Contacts page ViaSat, Inc. Page 6 of 20

7 (continued) Contacts Page 1. The Progress bar shows the Contacts Page highlighted. 2. Between the Progress bar and the Service/Installation box, is a message concerning the Credit Check. It will state whether the check passed or not, or whether the system was unable to perform the check. If passed, continue with the order entry. If unable to perform, the reason is usually due to a recent change of address. In these situations, the Dealer must use good business judgment in deciding whether the person will be a good customer for ViaSat. Complete the order if appropriate. If failed, confirm that the information was entered correctly, specifically the street address and the birthdate, and try again. o If it continues to fail, stop the order entry process ViaSat, Inc. Page 7 of 20

8 (continued) 3. If the credit check is denied, use the follow text to relay the information to the Customer. Unfortunately, the request for credit has been denied and we are unable to process your order for Exede Internet Service, and we have no alternative offerings for those who cannot pass a credit check." 4. If Customer wants to follow up on denial: For further information, the Customer may contact Equifax at one of the following: Online: Phone: Write to: Equifax Information Services LLC P.O. Box Atlanta, GA In the Service/Installation Info box, confirm that all information is correct. See images below. 6. In the Billing Info box, do the following, when the billing address is different from the service (installation address): 1. Remove the checkmark from the box Same as Service/Installation Info, and click the blue arrow. 2. Make any necessary changes to the Billing Info fields, so that this information matches the payment method the Customer will use for the Recurring Monthly charges. For example, if their bank account has a P.O. Box for the monthly statement, type that information into these fields. See images below. 7. Click Next to move the order forward; click Previous to return to the Serviceability Page. Click Reset Current Page to remove any change made to the Contacts Page; click Start Over to clear all forms ViaSat, Inc. Page 8 of 20

9 (continued) ViaSat, Inc. Page 9 of 20

10 Packages Page 1. The Progress bar now shows the Packages Page highlighted. 2. Using the information gathered during the sales process, combined with the results of the data calculator, select the desired package/plan. 1. Click the radio button next to the package title. 2. Click the radio button next to the desired promotion. 3. Review the features, price, and disclaimers with the Customer. See image below. 3. Click Next to move the order forward; click Previous to return to the Contacts Page. Click Start Over to clear all forms ViaSat, Inc. Page 10 of 20

11 Options Page 1. The Progress bar now shows the Options Page highlighted. 2. Using the information gathered during the sales process, select the desired Equipment Plan Click Equipment Lease Fee monthly to select the $9.99/month option Click Equipment Lease Fee Prepaid 24 months to select the $ option. Click Equipment Lease Fee Lifetime to select the $299 option. Remember! The Prepaid Equipment and Lifetime Lease Fees are collected as an up-front fee at the time the order is submitted. The taxes for these up-front fees appear on the First Month bill. Note: Equipment Lease Fee Prepaid 24 months automatically converts to Equipment Lease Fee monthly at the end of the 24-month term. The customer will be charged accordingly. See the image below. 3. Review the other Fees, and any related credits in the Fees section. These fees are selected automatically, along with their credits. 4. Review the Included Features and Internet Access Service sections. These items are selected automatically. 5. If necessary, click the Recalculate Totals button to update the Totals section. 6. Use the information in the Upfront One Time Fees, First Month Fee, and Monthly Recurring Fee sections to help the Customer understand how the costs are divided. Upfront One Time Fees shows the fees that are collected within 24 hours of when the order is submitted First Month Fee shows the next month s Monthly Service fee, and any other remaining One Time fees, such as Installation. It does not include the pro-rated fee for the Monthly Service (for the days between Activation and the first bill cycle), which will appear on the first Monthly Bill. Monthly Recurring Fee shows the total for services and equipment going forward during the Service Term. See image below ViaSat, Inc. Page 11 of 20

12 (continued) 7. Click Next to move the order forward; click Previous to return to the Packages Page. Click Start Over to clear all forms. VoIP Page The VoIP page does not display, as long as the Exede Voice optional service is not selected on the Options page. If this page appears, return to the Options page and remove the checkmarks from the Exede Voice optional services. If this order involves adding Exede Voice service, stop following this document. Instead, follow all of the steps in How to Enter an New Customer Order with Exede Voice Sales Only Dealer Desk. This document describes additional preparation steps that are critical to entering an Exede Voice order correctly ViaSat, Inc. Page 12 of 20

13 Payment Page The Payment Page allows a Customer to split the Up-front Fees and Recurring Fees between two (2) payment methods, if desired. For example, the Up-front Fees may be charged to a credit card, while the Recurring Fees are charged to a bank account via an electronic funds transfer (EFT). The EFT payments may be charged against either a checking or savings account. Accepted credit cards: American Express, MasterCard, and VISA Cash and checks are not accepted All payments are automatically taken from the designated account on the bill cycle date. No bill is sent. 1. The Progress bar shows the Payment Page highlighted. 2. To split the payments, follow these steps. 1. In the Upfront One Time Payment box, uncheck the Same as Recurring Payment box. Skip this step if both payments are to come from the same payment method. Use only the Payment Method for Recurring Charges box in this case. See images below. 3. Complete the fields in the form(s), gathering the required information for the payment method from the Customer. Reminder! We require taking this information verbally to avoid any possible PCI compliance violations. EFT payments: a Bank Routing Number has 9 digits All methods: Always use the name from the payment method, even if it different from the Customer s name. Alternatively, the customer can obtain this information from their bank. See additional images below. 4. Click Next to move the order forward; click Previous to return to the Options Page. Click Reset Current Page to remove any change made to the Payment Page; click Start Over to clear all forms ViaSat, Inc. Page 13 of 20

14 (continued) 5. The payment method is validated. If it fails, an error message appears Invalid Credit Card Number. Possible reasons for the error include: Typo in the number Incorrect credit card type. Remember which cards are accepted. Name or Zip code does not match the information on file with the card vendor. An issue with the card number, such as an invalid number sequence See images below ViaSat, Inc. Page 14 of 20

15 Review Page 1. The Progress bar shows the Review Page highlighted. 2. For each section of the Review Page, confirm with the Customer that the collected information is correct. If there are errors, use the Progress bar to return to the appropriate page to make the corrections. Other relevant information, such as driving directions, may also be added to the free-form text box, Installation Notes. See image below. 3. Use the questions in the Customer Checklist section to confirm that all disclosures were made to the Customer. This list is a summary, not a detailed, list. Be sure to follow the current list of disclosures, as directed in the online document Retail Sales Disclosures - Exede Classic, Evolution and Freedom Plans 4. When all sections are confirmed as correct, click Schedule. Click Previous to return to the Payment Page; click Start Over to clear all forms ViaSat, Inc. Page 15 of 20

16 Schedule Page The Schedule Page presents the Installation appointments that the ViaSat Fulfillment Network currently has available. The order may not be scheduled more than 14 days in advance. If there are no appointments available, the Sales Only dealer may Inform the Customer that they will be contacted by the Fulfillment Network to schedule the installation Schedule the appointment in FSM if the Customer calls back at a later date to schedule the installation, and appointments are now available. See Changing Work Order Assignment in FSM (Scheduling) Desk for details. 1. The Progress bar shows the Schedule Page highlighted. 2. Available dates appear as green blocks on the calendar, with a link for each available time slot. The link turns purple when it is selected. If necessary, use the Month and Year dropdown lists at the top of the calendar to move the calendar forward. Available appointments appear as links on the date. Appointments are scheduled in 3-hour blocks. See image below. 3. To set the appointment: 1. Review the available dates with the Customer 2. Click the time slot link of their choice. The appointment time appears on the right side of the calendar under Selected Date. 3. Confirm that it matches the Customer s choice. See image below. 4. Use the Reset button to change the appointment. See image below. 5. When the appointment is confirmed as correct, click Schedule. Click Previous to return to the Payment Page; click Start Over to clear all forms ViaSat, Inc. Page 16 of 20

17 (continued) Confirmation Page 1. The Progress bar shows the Confirmation Page highlighted. 2. If the order is successful, a green border appears between the Progress bar and the sections of the order. Look for the phrase Add Customer: Accepted (Pending Completion). See images below ViaSat, Inc. Page 17 of 20

18 (continued) 3. If the order has failed, a red border appears around the error message, and the Progress bar returns to the Review Page. Click the blue arrow to expand the details, and read the Problem Details. Occasionally an error appears, but the order does complete. When an error appears, follow these steps to determine the right course of action: 1. If the error involves the payment method, confirm that the number was entered correctly, or try a different payment method. 2. Go to section Additional s to Confirm the Order, below, and confirm that the order did not go through. This step is necessary, as simply reentering the order would create duplicate orders. 3. If the order did not go through, then log out of the Dealer Portal, and close the browser. 4. If possible, reopen the browser and clear the browser s cache and cookies. 5. Wait minutes, and repeat the Order process. 6. If the order still fails, contact Partner Support at , Option 2. See images below. 4. If desired, click Print to print a paper copy of the Confirmation Page. Click New Order to return to the Serviceability page and enter the next order ViaSat, Inc. Page 18 of 20

19 Additional s to Confirm the Order As a best practice, ViaSat strongly recommends that the dealer confirm that the order has been fully completed in the Dealer Portal. The Order Management sub-tab (next to the Add Customer sub-tab) may be used for this purpose. These steps may also be used in when an error appears on the Confirmation page. 1. After the Confirmation appears with a green border, which states that the order was accepted, return to the Home page of the Dealer Portal. 2. Type the Customer s phone number in the Customer Search field, and click Search. See images below. 3. From the Search Results list, click the link in the WildBlue Account # column. This loads the Customer into the Dealer Portal context. All tabs in the Dealer Portal now show information about this specific account. See images below. 4. Click the Orders tab, and then click Order Management. The Order Management sub-tab is now dark blue. 5. If the Provisioning status reads Pending_Active, then the order has completed. The order is ready for installation ViaSat, Inc. Page 19 of 20

20 (continued) FSM If needed, Sales Only Dealers may use FSM to view their customer s work orders ViaSat, Inc. Page 20 of 20