User Guide PartnerPortal Support at your Fingertips
Table of Contents How to Access the PartnerPortal pg. 3 PartnerPortal User Settings pg. 4 Placing an Order pg. 5-6 Configured Products pg. 7-9 Wish List pg. 10 Pricing pg. 11 Submitting an Order pg. 11-13 Order Management pg. 14 Lead Management pg. 15-19 Cart Document pg. 20 Warranty and Terms / Conditions pg. 21-23 pg. 2
How to Access the PartnerPortal 1. Visit the secure METTLER TOLEDO PartnerPortal website here: https://us-partner.store.mt.com Prior to October 2018, the beta test site will be available here: https://beta-us-partner.store.mt.com You can access the PartnerPortal using any computer, tablet, or mobile device with an Internet connection. You may want to bookmark this site for easy access in the future. 2. Enter your user ID and password then click the Login button. If you forget your password, select the "Forgot Password" option at the login screen and enter the email address associated with your profile. You will receive an automated email with instructions on how to reset your password. If you are a new user, ask your organization's Service Manager or Office Manager to contact METTLER TOLEDO at us.partner@mt.com. Once access has been granted, your username and temporary password will be emailed to you. After you log on, you will see the main PartnerPortal homepage. pg. 3
PartnerPortal User Settings 1. Creating a New User or Deleting an Existing Profile For users who are new to the PartnerPortal, have your organization's Service Manager or Office Manager request a new user profile at us.partner@mt.com. Please provide the access type the user should have. For users who are no longer part of your company, have your organization's Service Manager or Office Manager contact us.partner@mt.com and request the user account be deleted. 2. Account Settings How do I change my account settings? From any page, click the person icon displayed in the upper right hand corner of the screen. Then, click "My Profile." Here you can edit your profile information, change your password or change which account you are using on the store. Shared Email Addresses What if company employees all use the same generic e-mail address? Each user account requires a unique email address. 3. Multiple Locations Our company has multiple offices, how can I view all transactions or leads? If your organization has multiple sales/service offices, you can request expanded access to view transactions for multiple locations. However, only one location can be selected during each login session. You will need to log out and log in again to select a different location. To enable expanded access, place a request using the "Contact Us" button. 4. Managing Addresses/Payment Information From any page, click person icon in upper right hand corner and click Address Book/Payment Details. Here you can manage the shipping addresses and credit cards associated with your account. For billing address, you will see all available options for your account from our system. You cannot add a billing address online. Please contact us at 1-800-METTLER in order to add a new address. pg. 4
Placing an Order How to place an order 1. Search by Product Number/Description Enter the item number or description in the Search box in the top right hand corner Select the item you want to purchase Enter the quantity Add the item to your cart Go to cart for checkout or continue shopping 2. Search by Product Category Select the Products drop-down at the top of the page Select the Product Category for the item you wish to purchase On the Product Category page on the left hand side there are Filters which allow a user to narrow the search fields Or you may scroll through the list of products to find the item you wish to purchase Once you find the item, click the item name to take you to the Product Detail page Enter the quantity Click "Add to Cart" Go to cart for checkout or continue shopping pg. 5
3. Quick Order As a frequent and experienced user, you can speed up your ordering by using our Quick Order functionality found on the homepage and the checkout page. Manual entry: Enter item number and quantity separated by a number sign (#), space, or comma Press Enter to add the next item on a new line Click 'Add to Cart' Go to cart for checkout or continue shopping Using an Excel File as source: List the item numbers you want to add to cart on Column 1 and maintain respective quantities in Column 2 Copy and paste into Quick Order Entry Click 'Add to Cart' Go to cart for checkout or continue shopping pg. 6
Configured Products 1. Customize your order What are configured products? Configured products are specific METTLER TOLEDO products that customers have the ability to customize within their order. Configured products offered on the PartnerPortal include terminals and compact bench scales, including but not limited to IND570, ICS689 Combi, and ICS685SG, among others. Ordering configured products involves the selection of a base product at a set cost, along with a number of customizable parts at variable costs that the customer can select as part of their order. For example, when purchasing an IND570 terminal, the customer can select their Base Model (at a set cost), and select from among a variety of parts, including communication options (WLAN Bluetooth, Ethernet Bluetooth, etc.), connectivity options (Analog Output, ControlNet, etc.), and Power/Approval Options (120-240VAC No Line Cord, 24VDC No Line Cord, etc.), among others. 2. Looking up a configured product Enter the Configured Product number or description in the Search box Select the item you want to purchase (all Configured Products will show a green gear replacing the Wish List and Add to Cart icons) Click the gear icon to configure your product 3. Select the product configuration On the left side of the Configuration page, you can configure your product by selecting your country, Base Model, and additional variable parts. On the right side of the Configuration page, the total price will update based on the Configuration selections. pg. 7
Configuration selections: Select Country Specific Configuration (ex: United States, Of America) Select Base Model Select additional options o In the IND570 example, additional selections include Communication 1, Communication 2, Connectivity, Application SW/Module, and Power/Approval Option Total price: The Total price box cannot be updated until all mandatory fields under Configuration are updated. Once all mandatory fields are updated: Edit the product quantity Click to add the configured product to your Wish List or Add to Cart. 4. Smart Configuration Key Once all mandatory fields under Configuration are updated, a unique Smart Configuration Key (SCK) will be updated underneath the Total price box. The Smart Configuration Key can be used to reorder products configured the same way in the future. It will be helpful to note the full name of your SCK for future reorders. pg. 8
Reorder with the Smart Configuration Key: On the PartnerPortal Home page, enter your SCK into search bar titled, "Enter Smart Configuration Key" Click the green arrow to go directly to the Configuration page and add the configured product to your cart You can also reorder your configured product by adding the Smart Configuration Key to your cart from your Wish List or Order History. You can find additional information on the Wish List and Order History features on pages 10 and 14, respectively. Note: The Smart Configuration Key cannot be used in the Quick Order box or the Search bar on the PartnerPortal Home page. pg. 9
Wish List 1. How to create a Wish List If you order the same product(s) for a customer throughout the year, a Wish List can be created to store your favorites to place on future orders. Create a list: Go to Lists icon the upper right hand corner Select Wish List Select Create New Wish List Select List Type (Private or Shared meaning others at your account can view it) Enter List Name Save Adding products to a list: Once the Wish List is created, go to Private/Shared List Select the Wish List Name to add product(s) Add products by entering the product(s) numbers and quantity in the Quick Product Entry Select the blue 'Add to Wishlist' button You can also add products from the Product Detail pages by clicking the blue List button and "Add to Wishlist" Placing an order from a Wish List: Go to the List icon in the upper right hand corner and select 'Wish List' Select the Wish List you wish to order Click on the Add to Cart icon Go to the Cart to complete the order pg. 10
Pricing 1. Pricing As a PartnerPortal user, how can I access account-specific pricing? Once you have logged in, your pricing should reflect all static agreements and discounts associated with your account. Some limited-time promotions may require you to specify a campaign code or other information when placing your order. Questions concerning pricing should be directed to the appropriate Order Entry team. Submitting an Order 1. Checkout At checkout, what should I add to the Your Reference Number field? This field is for your internal reference only, so you may use a Purchase Order number (if paying by purchase order), or Company Reference number (if paying by credit card), etc. 2. Payment What are my payment options? Purchase Orders and Credit Cards are accepted through the PartnerPortal. 3. Quick Order How do I use the Quick Order entry box? For instructions on how to use the Quick Order entry box, click the gray "i" icon at the bottom of the box or see answer 3 under Placing an Order. pg. 11
4. Can I ship to a customer? When checking out, you can change the delivery address of where the item is to be shipped. A list of customers can be found by selecting the change button in the delivery address box. If the customer is not found, you can enter a new one by selecting the Specify new Shipping Address. When checking out, you have the option to choose your billing and shipping addresses. For billing address, you will see all available options for your account from our system. You cannot add a billing address online. Please contact us at 1-800-METTLER in order to add a new address. Regarding shipping addresses, a list of customers/shipping addresses can be found by selecting the Edit button in the delivery address box. If the address is not found, you can enter a new one by selecting the Add New Address tab. You may also select whether or not to save the address to your Address Book for future use. 5. Shipping Label Format What fields print out on the shipping label? The shipping label prints in the format as shown below. The only field which is not present on the shipping label is Company Name 3. This field will only be shown on the order confirmation; therefore, it should only be used for your internal reference. Company Name 1 Company Name 2 Address Line 1 Address Line 2 Address Line 3 City, State Zip Code pg. 12
6. Shipping Method What shipping options are available? Shipping options vary depending on product. Daily order cutoff times exist for each shipping method (see next section for specifics). Only one shipping method may be selected for an entire order of in-stock products. If you wish to ship portions of your order using different methods, please submit separate orders. See Terms and Conditions for complete details. What are the daily cutoff times for each shipping method? UPS: 6:00 PM EST for items shipping via ground: orders should be submitted no later than 5:45 PM EST 7:00 PM EST for items shipping via priority method (NDA, 2 nd day, etc.): orders should be submitted no later than 6:45 PM EST FedEx: 3:00 PM EST for items shipping via ground: orders should be submitted no later than 2:45 PM EST 6:00 PM EST for items shipping via priority method (NDA, 2 nd day, etc.): orders should be submitted no later than 5:45 PM EST LTL: 3:00 PM EST for same-day shipping: orders should be submitted no later than 2:45 PM EST "Request consolidated delivery": what does this mean? "Request consolidated delivery" is an option in the Shipping Method box. When selected, this notifies METTLER TOLEDO that you prefer all items to ship in the same delivery if possible. Please note that this is not a guarantee of consolidated delivery. For items that are shipped from different locations, it may not be possible to consolidate all packages, in which case you will receive multiple deliveries. 7. Carrier Collect Numbers Can I use my Carrier Account number? You may store your collect account numbers for use at checkout. During the checkout process, select "Collect" as the Delivery Payment and check the "Save for later use" box. Then your collect number will be available each time you checkout. pg. 13
Order Management 1. Order Confirmations When/how will I receive my order confirmation? You should receive an order confirmation shortly after placing your order. If you have not received a confirmation within 1 business day, please call the appropriate Order Entry team. 2. Order History How do I view my order history? From any page, mouse over the list icon displayed in the upper right hand corner of the screen. Then, click "Order History". Then click one of the tabs to see your open orders, orders for a given time period, or to search for orders. On the homepage, there is also an Order History box that allows you to jump to a specific order or to look at orders by time period. 3. Tracking How do I track current orders? Locate your order in the order history (see above) and view the order details for tracking information. 4. Order History / Transactions How can I view transactions from multiple users within my company? Order History reflects all transactions associated with your sales/service office. pg. 14
Lead Management 1. Receiving Leads How do I know I have received a lead? Lead email notifications will be sent to your organizations coordinator(s). The coordinator will be responsible for assigning the lead to the appropriate sales rep. On the homepage of the Portal, the leads dashboard provides a simple overview of all new leads and leads that have been converted into opportunities but have not been closed. 2. Accepting Leads How do I accept and assign a lead? To assign the lead, click on the Details box of the lead you wish to assign. pg. 15
Under "Select person", click the down arrow to select the appropriate sales rep (or coordinator) the lead should be assigned to. To send a new lead email notification to the sales rep, select the Send e-mail notification box. Click the Assign box next to the sales rep's name. The lead has now been assigned to the sales rep. Once the lead is assigned, the coordinator or sales rep will need to accept or reject the lead. If the lead is accepted, the coordinator or sales rep will need to complete all mandatory fields under the Opportunity Details and select "Continue". This step must be completed in order to export the lead information (see section on "CRM Tools"). pg. 16
3. Rejecting Leads What if the lead sent is not for my PAR or there is no current opportunity? When you reject the lead, you will be prompted to enter a reason why. Once a lead is rejected, the lead will be removed from your list. 4. Searching for Leads How do I search for leads that lost or closed? You can search for leads at any time on the "Advanced Search" tab of the Lead History List. You can search by Lead ID, Status, or Sales Stage. If you are looking for lost or closed leads for instance, you can either search by the lead ID, or by the specific status. 5. CRM Tools (ex: salesforce, Sage, Act!) We use a CRM tool for leads tracking and management. Will we have to manage leads in two systems? There is an option to export leads and import lead updates under the Mass Update tab in the Lead History List. The coordinator must have accepted the leads first before the file can be exported. There is a.csv format file that can be downloaded which can be used to import the leads into your system. For more details on this process, see the Lead Import Guide. pg. 17
6. Adding Product(s) to a lead After a lead has been assigned to a Sales Rep and Accepted, you can add product(s) to a lead. Under Opportunity Item block, click on "Add Products". It will take you to the main page and an alert that "You are in the Lead Management Mode. Items will be added to the selected opportunity only. Some actions are not available." There is also a button to "EXIT" which will save your selected products and take you back to the opportunity. Browse for products using the Product Menu or the Search box and find the product(s) you wish to include in the lead. When ready to add a product to the lead, select the quantity for the product and click on the blue funnel button next to the product. pg. 18
A popup box with the product(s) added to the lead will appear on the screen. Repeat this process for as many products as you'd like to add. When all product(s) have been added, click on the blue "EXIT" button at the top of the screen. The product(s) will be included in the lead. 7. I need to close a lead (as won, lost, or if the lead is no longer active), how do I close it? To close a lead in the PartnerPortal: Go to the "In Process" leads and select the lead you need to close. In the Sales Stage, select "Close Sale". Verify the "Expected Sales Volume" is correct. Scroll to the bottom of the lead to "Opportunity Options". Click the radio dial next to the status you wish to select. Select the reason from the corresponding Reason drop down box. Click "Update Details" to close the lead. *Note: Cancel the Opportunity should be used for leads that are now inactive project stopped by customer or stopped by MT. pg. 19
Cart Document 1. Is there an option to create a Quote? There is no option to create a Quote in the PartnerPortal. There is an option to download a Word document with the products and standard pricing on the Cart page. This information can be updated to include as part of a quote. Once all the products are in the cart, go to the Cart page and click the gray download button in the bottom corner. A Word document will open with the product description, material number, quantity and standard price. The document also includes a picture of the product and product specifications. pg. 20
Warranty and Terms/Conditions 1. Submitting Warranty Claims How do I submit a warranty claim? From the "My Account" menu, click the "Warranty Claims" box to view the online claim submission form. When the page loads, click the "NEW WARRANTY" button. In the "GENERAL DATA" and "END-CUSTOMER INFORMATION" sections, fill in the boxes with the related information. Zone selections are in 10-mile increments, and represent travel incurred. Zones 1 20 are for standard vehicles and zones 21 40 are for heavy-duty test vehicles. *Note: Incurred travel for services is capped to zone 10. Special consideration of additional travel will be allowed ONLY in the event that drive time and total mileage incurred is noted at the time the claim is reviewed, or if management approval is obtained before the claim is submitted. In the "INFORMATION ABOUT THE PRODUCT UNDER WARRANTY" section, enter the requested information of the serviced equipment. The MT order number is the sales order that the serviced equipment/part was purchased on. If the claim is a part related failure, the serial number of the equipment it comes out of should be referenced. pg. 21
You are able to select "Service & Parts", "Service", and "Parts" warranty claims by clicking on the "What service was provided?" box. Fill out the "INFORMATION ABOUT THE PROVIDED WARRANTY SERVICE" and "SPARE PART INFORMATION" with the requested information. "The Miscellaneous costs apply?" section is for associated freight costs with the service, as well as any other related costs. *Note: a new feature available is to fill in hourly increments in the "Repair Service (Hrs)" section with exact time incurred. It is no longer necessary to round to the nearest hour. Fill out the "SPARE PART INFORMATION" section, referencing any replacement parts used in the service. The "MT Order No. of the Spart Part" section is the sales order that the replaced part was purchased on. If more than one part is used, click "+ Add" to add a new part. Attach all documentation related to the services performed by clicking on the "Select file" box. *Note: only one file can be uploaded to the claim, with a maximum size of 2 megabytes. Your claim will not successfully submit without attaching documentation related to the services performed. Click submit to complete the request. Once the site refreshes, a new warranty claim number will appear on the page, and an email confirming the claim number will be sent to you. pg. 22
2. Reference Numbers on Claims When submitting a warranty claim, the number(s) that I entered for the serial number, product number, or sales order number is not working or I do not have this number. What do I do? Contact incomingservicewarranty@mt.com for assistance. 3. Warranty Terms and Conditions Where can I view the warranty terms and conditions? The terms and conditions can be found at the following website: http://www.mt.com/us/en/home/site_content/legal/commercial_terms/us_conditionsofsale_ret_in D_LAB.html Click on the related terms and conditions links, then scroll down to section 10 for information on warranties. *Note: Exceptions to the standard warranty may apply. Please see the Warranty Coverage form(s) shipped with the purchased product for additional terms, conditions, and/or exclusions. 4. Rejected Claims My claim has been rejected. Why? Rejection reasons notes can be found in the warranty claim under Approval Comments. For additional clarification, contact the warranty team at incomingservicewarranty@mt.com. 5. Returns and Credits Why can't I receive credit through warranty for return of a defective product? Product and parts are handled by order entry and have different requirements for crediting. To request an out-of-box failure contact mtccustomerorderservice@mt.com or call 1-800-METTLER for assistance. 6. Shipping Labels Can I be issued a shipping label for return of defective parts? Warranty does not issue return labels. The person or group initiating the claim will need to cover the cost of return shipping upfront. However, credit can be requested for freight cost associated with a claim/return. 7. General Warranty Questions Who can I contact for general warranty questions? All questions regarding warranty should be submitted to incomingservicewarranty@mt.com. pg. 23