User Guide. for. Lenovo Mobile Service System (CRM) V0.96 (for Field Service Center Only)

Transcription

1 User Guide for Lenovo Mobile Service System (CRM) V0.96 (for Field Service Center Only) 1

2 Official Website: Training and testing site: Support contact: You can use most of the modern browsers or mobile devices: Chrome/Firefox/IE/Safari/Opera on PC or Android/iOS (iphone and ipad) We recommend using Google Chrome. Please update your Internet Explorer to IE8 or later version. Login page: Enter your username and password provided by Lenovo After success login, you will be prompted the welcome page. The menu you see might be slightly different to below screenshot due to different access right granted. 2

3 CHANGE YOUR PASSWORD Please take note you MUST change your default password for the data security of your service center. Click your user name on the top, you will be prompted the screen to change your password and nickname. 3

4 Main Menus: Process Management and CRM Move your mouse cursor on Process Management, following submenu will show: Query Entitlements: to search Entitlements Database for warranty lookup ---BOM Query: to search service BOM by entering phone model part number (MTM) ---PN Query: to search a Part Number, old PN mapping, and the models using this PN. Repairs---Service Order: to create service orders and print service records ---SR Parts Apply: to see the parts application list ---SR transfer list: to modify SR which are transferred from collecting point to carry-in center ---Customer Pickup: to record when customer pick up the repaired phone Spare Parts---Inventory: to check the inventory of service parts in your service center ---Shipping order: to create parts transfer orders and RMA orders Move your mouse cursor on CRM, following submenu will show: Hotline---to create Hotline record 4

5 Scenario 1: Warranty entitlement check Menu: Processes->Query->Entitlements->Warranty Lookup: Input Phone IMEI Number and click Search, you can get Product basic info and warranty info. Scenario 2: Bill of Material(BOM) check Menu: Processes->Query->BOM Query> Input Phone Model PN(MTM) to search the BOM. 5

6 Scenario 2a: PN Query Menu: Processes>Query>PN Query Input an old or new PN to get the mapping, description and related Model Name and substitution PN Scenario 3: Service order creation Menu: Processes->Repairs ->Service Orders Service order list will be displayed when you entered. 1. Click on Add Service Order to create a new service order. 6

7 2. key-in all the required information, click on Submit. Note: the items marked with a red * are mandatory to input. The others are optional. 7

8 Please take note that you MUST input BOTH Defective Part PN and Replacement Part PN if your Recover Method is Parts Replacement. If you enter a motherboard PN (Main PCBA) for replacement, you will need to enter the New IMEI field. Repair Finish Time means the time you repaired the phone, but customer didn t pick up yet. If you entered purchase date, you need to copy customer purchase of proof (POP) for Lenovo audit. 2a. Key Account type is mandatory, if you choose Mail-in or Key Account, you will need to fill necessary info 2b. Recover Method is one of the key fields, you must choose very carefully. For upgrading software/firmware or ROM you should choose Software upgrade. If you need to using spare parts to repair, choose Parts replacement If Lenovo approves you to do refund to customer, choose Refund and write refund amount in remark field If you use Lenovo provided phone to swap, choose Unit Swap. Then you will need to select a model you swap with customer, and input the IMEI number of the phone. 8

9 2c. PN input assistant You can swap 1 part and up to 3 parts for each repair. There is a dropdown list to choose the parts category, after you choose the category, the defective part PN will be automatically filled. You may click the PN to find substitute PNs and the stock quantity. Normally the PN assistance will only show the PN in the BOM after you entered IMEI. For the Replacement Part PN, system will only remind you the substitution PN and available stock quantity. If system didn t prompt you the correct PN, you can also input manually and press the check button to check the PN and stock. 3. After submission, you can find the service order in the Service Order List After you finish the repair, the order status will be Closed. 9

10 4. Click on SR code, you can print the Service Record and have it signed by the customer. 10

11 Scenario 3A: Carry-in time and Repair finish time in Service Order You cannot submit service order with carry-in time 7 days earlier, so please enter your service order in time. If you are required to enter Repair finish time and you have replacement parts entered, that means you have stock in your service center in CRM and system want to you submit to close this service order. If you do not have the parts physically but it shows in system, you need to contact system support for help. Scenario 3B: Multi-remark field You can input remark every time you open service order and early remarks were saved and cannot be modified. Scenario 4: Collecting point transfer service order to Carry-in Center. A collecting point gets a defective phone and need to ship the phone to carry-in center for repair. 1. Create service order. Key in all the required information, and select Transfer to Carry-in center. Note: If you are a carry-in center or repairing center, you will not see the Need Transfer option. After check on Transfer to Carry-in center, you can enter the Logistic Tracking# as below. 2. Go ahead to submit your service order, A repairing request will be send automatically by system to upper level carry-in center and please send the defect phone to them as well. The order status will be send to carry-in center to repair. 11

12 3. After carry-in center received the defective phone shipped from collecting point, he can check the order in SR transfer List. After the phone was repaired, click Operations to modify the order. 4. Input the repair information and submit the order. The order status in SR transfer list will be done. Carry-in center need to send the repaired phone back to collecting point. 5. In collecting point s Service order list, the order status is automatically changed to waiting for customer pickup. 12

13 6. After collecting point receives the repaired phone, inform customer to pickup. And click pickup in Customer Pickup menu. 7. The service order will be closed. Then click on SR code to print the SR and have it signed by the customer. In Summary of the Collecting Point Transfer to Carry-in Center process: 1. Collecting Point creates Service Order and customer info and phone IMEI info, choose transfer and mail to phone to Carry-in Center. 2. Carry-in Center repairs the defect phone and open SR Transfer List to choose the correct service order, add repairing information and submit 3. Collecting Point Close the Service Order with Service Finish Time recorded when you receive the repaired phone Scenario 5: Parts application. 1. If you do not have the part in your service center, click Apply for part after fill the PN you want. defective part PN and replacement part PN should be update in the service order. If the Swap Part Number was entered by mistake, you will get an alert window. If there s no stock available, when you submit the service order you will get a reminder window as follows. If you choose I need to apply spare part for this repair and click Submit, a service part application will be submitted automatically by system to the Parts Partner of Lenovo. If you do have stock for replacement, choose I actually have spare part, the system inventory is not correct and submit, the service order will be closed as normal and the inventory will be automatically adjusted accordingly. 13

14 2. After submit service orders with applying part, the order status will be apply for part 3 When applied parts are available in your country, CRM will automatically change the SR status to Parts in country stock. Please contact your central warehouse in your country to ship parts to you. The SR is now re-opened for proceeding repair. 4 When applied parts are available in your service center, CRM will automatically change the SR status to Parts in service center. The SR is now re-opened for proceeding repair. 5 When applied parts are available in Maitrox local hub of your country, CRM will automatically change the SR status to Parts in Maitrox local hub, and the parts will be transferred to your country hub first. 6 Alternatively, when Lenovo Parts Partner confirms the part s availability in your country, the service order status will change from apply for part to applied part in transit. 4. When you receive the parts and repaired defect phone, click on Repair button to complete the service order. 5. Please take note you will not be able to change the PN after parts apply. The exception is Lenovo Parts Partner shipped a substitute part with another PN, the system will allow you to change the replacement PN. 6. After submit, the order will be closed. Scenario 5A: Repair History Menu: Processes>Query>Repair History Input current IMEI of customer phone, you will see the repair history details. 14

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16 Scenario 6: Save an order before submit Before submit an service order, you can click Save when you want to take a break, you can reopen the order and Continue to finish it. Please take note that you will not be able to change Customer Carry-in Date after you saved. Scenario 7: Inventory check Menu: Process Management->Spare Parts->Inventory You will have a list of available service parts stock. 16

17 Scenario 8: Customer Pickup Menu: Processes->Repairs->Customer Pickup, you will see a list of repaired phone waiting for customer pickup. Click on the Pickup Button, you will see the details of this service order. At the bottom, you are required to fill Customer Satisfaction and Customer Pick-up Time and submit to close this order. Scenario 9: Search your service order/record(sr) You can search service order by IMEI, Customer name, Customer Tel# and SR Code. 17

18 Scenario 10: Hotline Record creation Menu: CRM->Hotline->Hotline Record This menu will bring you to hotline record list. Click Add a Hotline Record. Fill out the information required, and submit this record. Please take note you cannot modify or delete this record after submit, so you can use Save before everything confirmed. If you are sure there is a mistake submitted, contact system support on the page bottom for assistance. 18

19 Scenario 10: Ship parts between service centers Create Shipping Order between warehouses or carry-in centers. Menu-Process Management->Spare Parts->Shipping Order Click Add Shipping Order Before raise a shipping order, you should send the parts list to Lenovo Parts Partner for approval. After approval, you will receive a Shipping Authorization Number (SA#) Key in the SA# in add shipping order page, click search button. If the SA# were previously loaded, the shipping details will be displayed and you will only need to fill the Carrier and Tracking info and submit. If no PN show up, you will need to manually enter the PNs and QTYs for shipment. After shipping, key in the logistics order number. 19

20 Receiving shipments If you are the service center receiving shipment, click the menu Receivings as shown below: You will see a list of all receiving shipment. When you received a shipment, click Confirm Receive button on the shipment with status In transition. You will be prompt a screen key in Arrived Time and Confirm the receiving. If you receive the goods with discrepancy, click the Modify button, change the actual received QTY and key in the Arrived Time, then submit. For those shipment received with discrepancy, the shipment status will be shown as Received with discrepancy 20

21 Scenario 11: Service Order Report (SR Report) Menu-Process Management->Finance->SR Report Filter: In the following screen, by default you will be able to see all the service orders in your country. You can also filter your service order by SR Create Date, SR Status, CID/Warranty Status and Repair Level. After choose the conditions, click Search. Please take note SR Create Date is not customer carry-in date, if the SR was entered on different date. Export to Excel: If you need to get a report with Excel.csv version, click Export to Excel button, the report will be automatically downloaded to your web browser pre-defined folder. Note: in some browser, especially Internet Explorer, you might get a prompt warning to download file from internet and you will need to allow it. You must enable download file in your IT security settings, please check with your IT if you have this problem. ******************************************************************************************* Thank you for using Lenovo Mobile Service System, if you have any question, suggestion or bug report, please contact us immediately. If you encounter any problems, please send to support@lenovomobileservice.com for assistance. *****************************************THE END******************************************* 21