PROCESS GUIDE. For Providers

Transcription

1 PROCESS GUIDE For Providers

2 Table of of Contents DISPATCHED WORK ORDERS 3 CHECKING IN 4 CHECKING OUT 6 CONTRACTOR CONSOLE 8 WORK ORDERS 9 ADDING NOTES 10 WORK ORDER ATTACHMENTS 11 PROPOSALS 14 INVOICES 18 CONTACT INFO 21 2 ServiceChannel Process Guide

3 Dispatched Work Orders When a Work Order is dispatched to you or your organization, you will receive a Work Order via containing this attachment: Tracking number 2. Location (site number and address) 3. Priority, Not to Exceed Amount, and scheduled date based on priority 4. Problem and equipment, if available 5. IVR number and PIN 6. Additional important information about the site Follow the instructions provided at the bottom of the Work Order to accept or decline the Work Order. You can reply using the English words OK to confirm that you will accept the Work Order or NO to decline the Work Order. Last Revised: July 31, :11 PM 3

4 Checking In Via IVR You can make a voice call to check in at the site. To do so, follow the instructions below. If you would like to use the ServiceChannel GPS Check-In app to check in, follow the instructions on the next page. GPS Check-In must first be enabled at a specific location by a Subscriber. To check in: 1. Call the IVR phone number provided in the and printed on the Work Order. 2. Enter the IVR PIN assigned in the and printed on the Work Order. 3. Enter the tracking number listed in the and printed on the Work Order. The service work order will automatically update to reflect that you are on-site and beginning work on the repair or maintenance request. 4 ServiceChannel Process Guide

5 Via GPS Check-In App Alternatively, you may check in with a mobile device using the Service- Channel GPS Check-In app which is available for Android and Apple mobile devices if the Subscriber has enabled this functionality across their locations. To download the apps, search for ServiceChannel GPS Check-In in each respective app store. To check in: 1. Make sure your mobile device s GPS feature is enabled. 2. Open the app and enter the IVR PIN when prompted. 3. Enter the tracking number when prompted. 4. Tap the Check In button when it appears on the screen. The service work order will automatically update to reflect that you are on-site and beginning work on the repair or maintenance request. Soon, we will add the ability to add before and after pictures of the issue that you are fixing. Last Revised: July 31, :11 PM 5

6 Checking Out Via IVR To check out, call the IVR phone number and enter your IVR PIN, and tracking number. You will be asked to press one of the following numbers to indicate the current job status: 1. Job is complete. 2. Job is not complete, with one of these considerations: For demand work orders, the job requires authorization. For preventative maintenance work orders, the job requires additional work. 3. Job is not complete and requires parts. 4. Job is not complete and requires a follow-up visit. If you have more than one tech, the option to add the number of techs comes after the choices for check out. Please stay on the line long enough to choose. The IVR system will provide a check-out date/time and authorization number to confirm that you have left the site. The service work order will automatically update to reflect that you have left the site under the selected circumstance. If the job is not complete and you will be coming back to the job site, simply check in when you return to the site just as you did before. 6 ServiceChannel Process Guide

7 Via GPS Check-In App Alternatively, you can check out from a job site using the ServiceChannel GPS Check-In app if the Subscriber has enabled this functionality across their locations. To check out: 1. Enter the work order number when prompted. 2. Tap the drop-down menu next to Status. 3. Choose the proper status and tap the CheckOut button. 4. Add notes in the box beneath Add your resolution below and tap the Submit button. Your resolution will automatically be added to the work order notes and the service work order will update to reflect that you have left the site. Last Revised: July 31, :11 PM 7

8 Contractor Console Please visit login.servicechannel.com to log in to the ServiceChannel website using your provided account information. The first screen displayed is the Contractor Console: YTD WO Count: The number of work orders you or your organization have completed so far this year. 2. History: A drop-down menu that allows you to select a window of time to populate the sections below. 3. My Fixxbook: Contains information your organization can receive from Fixxbook, an online directory that allows others to search for your services. (Note that you must have a Fixxbook account to receive this information.) 4. Topline View: An overview of the number and statuses of the work orders your organization is handling. 5. My Scorecard: The Contractor Scorecard is a standardized scorecard that includes business critical metrics and KPIs to measure contractor performance. Adding Users To add users to your Contractor Console, perform these steps: 1. From the top menu, click more > Admin. 2. Click the CREATE NEW USER button. 3. Enter the user s information and click the SAVE button. 8 ServiceChannel Process Guide

9 Work Orders There are three sections of the Work Orders gauge: Negative: The total amount of negative feedback your organization has received from completed work surveys. Recalls: The number of work orders that are requesting for work to be redone by your organization. This is if the original job is unsatisfactory. Open: The number of open and in-progress work orders your organization is currently handling. Each time a work order is dispatched to your organization, you will receive a work order and it will be reflected on this gauge as well. Click the View Details button to open a search window that allows the existing work order to be filtered according to a wide range of selections. When you re done specifying search parameters, click the Retrieve Report button to view open work orders that have been dispatched to your organization. Last Revised: July 31, :11 PM 9

10 Adding Notes To add notes during a service call, you can log in to the ServiceChannel website using a computer or mobile device. To do so, visit login.servicechannel.com and log in using your Service- Channel account information. You can also add WO Notes to the system by replying to a WO Note . Notes are viewable by everyone on the Subscriber side, so please provide as much detail as possible. From the top menu, click Track WO/PO, enter the tracking number in the lower search field, and click Find. In the search results, perform the following steps: 1. Find the work order and click its Notes link. 2. In the popup window that appears, click the Add Note/Update Sched Date button. 3. Enter notes related to the service call in the Note field and click the Submit button. Your note will appear at the top of the list of notes. 10 ServiceChannel Process Guide

11 Work Order Attachments There are three ways to upload signed work orders or other documents to the website - using the Attachments link on the website, when entering an invoice using the Create Invoice link on the website, or via . Each attachment must be < 4MB. Examples of the types of documents to be uploaded are: Work Orders Proposals Invoices Photos Other They can be downloaded one of three ways: 1. Click Attachments in the Work Order (the Work Order can be retrieved using the Track WO/PO link from the main menu or by running a Report). A. A new window appears: Click Upload File. B. When the new screen appears, click Browse to select the file. C. Enter a brief description of the document (e.g., Work Order). D. Click Upload File and Close. E. Click Refresh on your browser to see the attachment with the Work Order. The updated report will display the new attachment. Last Revised: July 31, :11 PM 11

12 2. Attach a document when submitting an invoice by clicking the Create Invoice link (the Work Order can be retrieved using the link Track WO/PO link from the main menu or or by running a report). F. Click Create Invoice; refer to Invoicing p18 for additional instructions regarding how to enter an invoice. G. Click Attach Your Document. When the new window appears, follow the steps 'B' to 'E'. 3. the scanned Work Order (or other document); this option allows you to the attachment and have it automatically upload to the work order. 12 ServiceChannel Process Guide

13 A. Scan the document(s); multiple attachments can be submitted on the ame , however they must be for the same tracking number; in other words there must be one per tracking number; create a new message and insert the attachment(s). B. In the To field, enter: attachments@servicechannel.net. C. In the Subject line of the , type only the tracking number e.g., Subject: ); If the subject line is incorrect, the document will not post; no confirmation is sent. D. Confirm the attachment is displayed. E. Do not type anything in the body of the . F. Click Send. NOTES: No error message will be returned if the document is not displayed. Suggested types of documents are:.jpg,.gif,.doc,.xls, and.pdf 4. The attachment should upload within a few minutes. The results can be verified on the website (the Work Order can be retrieved by using the Track WO/PO link from the main menu or by running a Report). 5. To Verify Multiple attachments, you can run a report based on a variety of parameters; for example, the following illustrates how to run an invoice report with attachments. Start by logging in to G. Click on Invoices, then Review invoices. The search screen will come up. H. Ensure All is selected with Category and Priority. I. Select Date Range for the invoices to review. J. Check the box Report with Attachments Only. K. Select Report Type to display the report in the preferred format. L. Select the Trade to review or leave All Trades selected. M. Select retrieve report. N. The results will only include invoices that have attachments. NOTES: Check the box Report with Attachments Only can also be selected when running work order reports. The report can also be run to show work orders and/or invoices WITHOUT attachments if you prefer to look up the work orders/invoices that are missing an attachment. Last Revised: July 31, :11 PM 13

14 Proposals There are three sections of the Proposals gauge on the Contractor Console: RFPs Waiting: The number of requests for a proposal that are awaiting a response from your organization. Open: The number of open proposals. Approved: The number of approved proposals. Click the View Details button to open a search window similar to the Work Orders search that allows existing proposals to be filtered according to a wide range of selections. Creating a Proposal From a Work Order To create a new Proposal, for an existing Work Order perform these steps from the Contractor Console: 1. From the top menu, click WO Reports 2. Search for a specific WO based on status or other desired criteria 3. Click Create Proposal 4. Click Next on the bottom of the details page 5. Follow the proposal creation wizard(see next page) to enter the proposal, making sure to be detailed in the PROJECT NAME & DESCRIPTION section. 6. Click Preview Proposal, check the confirmation box, and click Submit Proposal. 14 ServiceChannel Process Guide

15 Proposal Wizard Start: Basic Proposal info Step 1: Have there been any costs prior to this proposal? Step 2: Material info should be inserted here. More rows can be added if necessary. Last Revised: July 31, :11 PM 15

16 Proposal Wizard Step 3: Installation cost based on type of labor used. Step 4: Other types of expenses go here like travel, fees, and other non-installation labor. Step 5: Any freight costs should be included here. 16 ServiceChannel Process Guide

17 Proposal Wizard Summary: Here you can preview the summary of the proposal. Clicking Preview Proposal will take you to the submit confirmation screen below When you are done, click Submit Proposal to finish the wizard process Last Revised: July 31, :11 PM 17

18 Invoices There are three sections of the Invoices gauge of the Contractor Console: Ready to Invoice: The number of completed work orders that are billable but not yet invoiced by your organization. Open: The number of invoices that have been submitted by your organization and not yet approved. Approved: The number of approved invoices. Each time a work order is closed as completed and begins the invoice process, it will be reflected on this gauge. Click the View Details button to open a search window similar to the Work Orders search that allows existing invoices to be filtered according to a wide range of selections. 18 ServiceChannel Process Guide

19 The Invoice Process - Web Based When you check out as completed via IVR or GPS app, the Work Order enters a Pending Confirmation period during which the site can rate the quality of work performed with a brief survey. After this survey has been completed or a subscriber defined period of time has passed, the Work Order is officially classified as completed and can be invoiced. To submit an invoice, log in to the ServiceChannel website and search for the Work Order as described on the Adding Notes page of this handbook. In the search results, perform the following steps: 1. Find the Work Order and click the Create Invoice link. If you do not see the create invoice link, it means the Work Order is not yet billable because the pending confirmation stage has not passed or has not been closed out. 2. Enter invoice information, including the Invoice Number, a job description in the summary tab in the description text field, and the breakdown of the invoice amount on the appropriate labor and material tabs. 3. To add supporting documentation to an invoice, click on the attachments tab and Click Upload file 4. To submit the invoice, on the summary tab, click Send Invoice Last Revised: July 31, :11 PM 19

20 The Invoice Process - Excel template Invoicing can also be done through an excel template. We have designed a template for easy use and entry of either one or multiple invoices. You can complete the required information in MS Excel and submit one or multiple invoices at the same time on one step. Only one file can be attached to each . You can find the Excel Template file here: servicechannel.zendesk.com/entries/ how-to-submit-invoices-via-invoice-template. The file is at the bottom titled I12_Updated.xls. The Template Version #, User ID and PIN columns are required and will ALWAYS be the same; once you enter the data, it can be copied and pasted in other rows. This information MUST be copied down every row that contains invoice information; there should be one row in the template for each invoice with no blank rows in between. Enter Invoice #. Each contractor can only use an invoice number once. Enter Invoice Date in the format of MM/DD/YYYY Enter Tracking Number. This is a required field. The tracking number is an eight digit number assigned by ServiceChannel. Enter Labor Total, trip charge, material, freight, other charge description & other charge amount, invoice tax, and invoice total. Please note: the invoice total should be the sum of all of the amounts from the other columns within a row. Fill in Invoice Text; this is a detailed description of the work completed. Be sure to save your file as Compatible XLS format. Once you are completed with the invoice template, the file to invoices@servicechannel.net You will receive an confirmation from ServiceChannel. Each row in the confirmation file will contain results of OK with a record ID if the invoice is posted successfully. If the invoice did not post, an error will explain what needs to be corrected. Only corrections should be re-submitted. If you would like to submit additional attachments other than the template through , you can do so by sending your document to an addressed to attachments@servicechannel.net. Include the work order # on the subject line of the ServiceChannel Process Guide

21 ServiceChannel info for further questions Contractor support can be reached at or call within the United States. The contractor also has direct access to the Contractor Support Department, once they login to Service- Channel on the right side of the main menu by clicking on their company s name and then help. Once logged in, international support lines can be found here: Last Revised: July 31, :11 PM 21