WE VE GONE MOBILE! ~Contractor Services Group~ Vol. 1 Issue IN THIS ISSUE: Message to Install Partners

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1 Vol. 1 Issue IN THIS ISSUE: Message to Install Partners Mobile App User Name/ Password Retrieval Labor Day Capacity Best Practices Top Provider Performers Recognition ~ In Home Compliance Corner: ~ Sears Credit Card Types ~ Upload All State Required Licenses Today ~ Store and Distribution Center Closings ~ Billing Hints IN EVERY ISSUE: Key Performance Indicators Definition Customer Survey Questions Training Course Registration Monthly News Archive Links AS Manual Updates Pre-Call Checklist Schedule Confirm Instructions Work Order Guidelines WE VE GONE MOBILE! Have you downloaded the new ServiceLive Pro App? Working with Sears has just gotten a little easier and a great deal more fun (if you re a techie at heart) along with meeting the 2014 Installation Key Performance Indicators. Driving an overall better member experience, which ensures business continuity and profitability is now more of a reality than ever before with the introduction of this new App! Below are some of the immediate benefits the Mobile App will provide, like most Apps it will be ever evolving. Look forward to these features soon (accept, assign, reassign and reschedule service orders) Schedule Confirmation: Techs may now add the 4-hr Service window for their installs confirmed for tomorrow, no more mid-night s for the morning clerical staff with service window information! The schedule confirmation process just became easier and your compliance scores will reflect it! Mobile Check-in & Check-out: IVR can also be completed with the Mobile App, acknowledge that you have arrived and indicate how you departed at the click of a button. The IVR 800 # is still available, but does not need to be used when you use the Mobile App to Check-in and to Checkout. Pictures: Upload & Store Images, a picture speaks a thousand words, take before and after photos to mitigate damage claims! Get Paid Sooner: Timely billing is important to Sears Installation, so much so, that we do not recognize our revenue on each install until we pay you. Using the Mobile App will ensure you are billing out on your installs in seven days or less, in fact you can submit for payment before leaving for your next service appointment by taking advantage of the Mobile App feature that allows for customer and technician signatures. Note: Being able to view pricing and submit for payment is permission controlled by the Provider Administrator. Do not forget you can access the SL Mobile App Training 24/7 As always, we appreciate the level service you provide to each of our members. Our formula for continued installation success and business growth hinges on three things (The store selling it, the customer purchasing it, and you, our business partner, installing it)! ~Contractor Services Group~ 1

2 SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL Installer Administrators, please be aware, technicians will only be able to view and action their assigned work via the new mobile app with their own unique username and password. Below are the instructions for retrieving and resetting their password. SN Task: Go to Manage Team, under your Administrator Office 1 Locate the name of the technician, whose Username and password you need, hover over "Take Action" and select Edit Profile 2 Scroll to the bottom of the page to locate the technicians User Name 3 2

3 SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL-CONT D SN Task: Click the back button, at the top of your web-browser to go back to the "Manage User" page 4 Go back to the technician's whose user name you just obtained and hover of the "Take Action", and select Reset Password 5 The following screen will appear, click "Continue" an with a temporary password will be sent to the address associated with the technicians account. Go to the account and follow the directions provided to reset the password 6 7 Provide the User Name and Password to your technician. Now they will be able to access all orders assigned to them in ServiceLive; to IVR on Arrival/Depart, Add the 4-Hr service window and obtain the signatures electronically! 3

4 LABOR DAY CAPACITY BEST PRACTICES Labor Day is a great time to purchase new Appliances from Sears, take a look at some the capacity best practices below. *Note: some of them require three weeks of preparation* Know what the total volume was last season in the area you service. Sears is reviewing the historical volume data to identify possible at risk markets. We will let you know the expectations we have based on this information. If your market is deemed at risk due to projected volume spikes, your DCM will contact you to discuss a plan and possible further actions. Be ready to flex up approximately 20% over your normal capacity for the high volume Labor Day weekend. This may mean increased hours and days of service, additional installers required or a combination of these actions. Add technicians to your staff. Background checks may take 3-4 weeks to complete. Be sure to include this in your plan. You will may also want to have them on hand for the winter holiday peak season. We are all looking forward to a successful Labor day. Let s all focus on satisfying our members and keeping the product and installation sold. Our actions during these busy times will give us an opportunity to prove to our members that they made the right choice! Installer feedback this 4 th of July holiday on how they manage during high peak periods: One thing we doing differently is closely monitoring our installers to ensure they are following the process that been implemented. For example, following up with all techs to ensure our members have been taken care of and if not, why not!! Being proactive and managing our people more closely is maybe the key to our success. American Home Service Systems, Inc. Norris P. Sterling, VA 4

5 TOP PROVIDER PERFORMERS RECOGNITION ~ IN HOME July In-Home scores are in, congratulations to all installers in the top 20! Q2 GOAL Rank Provider July In-Home Score 1 Global Express Inc - [ ] VERNON GUILES - [ ] Appliance Install And Repair Specialists - [ ] JENPE SERVICES, INC. - [ ] Zamot Enterprises, Inc. - [ ] BEST INSTALLATION CO - [ ] Van Sant Installations - [ ] KENDALE L DUPUY - [ ] Installs Unlimited - [ ] Joseph f.gloeckner - [ ] MAC INSTALLATIONS LLC - [ ] NCA Service Logistics, LLC - [ ] QUALITY KITCHENS & APPLIANCES INC - [ ] DAILEY INSTALLATION INC. - [ ] First Coast Delivery, Inc. - [ ] PEREZ ENTERPRIZES, INC - [ ] Quaranti Installations - [ ] Ryan Pro Appliance, Inc. - [ ] Wandering R Express LLC - [ ] GNT Solutions LLC - [ ] COMPLIANCE CORNER 5

6 Sears Credit Card Types Please remember that Sears offers two types of cards to our members, below are a few quick ways to quickly identify them and the authorization process to follow. Upload All State Required Licenses Today 6

7 If you are an installer installing in multiple states, please remember that Sears requires that you provide a copy of your license for each state. If you have not already done so, please upload all state required licenses under your Provider Firm Profile today! Store and Distribution Center Closings Please be advised that Sears Retail and Supply Chain have just announced the closing of the following Full-Line stores and Distribution centers. Contact your DCM for questions or concerns if these are your current primary pick up locations. Unit No City State Format Vacate 2045 Muskogee OK FLS 11/9/ Fond Du Lac WI FLS 11/9/ Chubbuck ID FLS 11/9/ Sparks NV RDC 12/31/ Columbus OH RRC 12/31/2014 Billing Hints 7

8 If you are not billing for the Maximum Labor Price on an order, please add the reason why in your Resolutions Comments. This will prevent delay in payment. See example below: KEY PERFORMANCE INDICATORS DEFINITION 8

9 Every week we provide you a report of you weekly performance, this year we want to make sure you understand how we define each goal you are rated on. Our customers want to be in the know, and so should you! The source of the measurement is in bold behind the definition. Keep in mind the survey is launched to our members within 48 hours of the technicians IVR Departure time from the home. We are using a Tier system for grading. ICM s will discuss in the weekly calls for the overall provider rating. Are you TOP TIER? Operation Excellence KPIs 1. IVR (Q2 Goal: 92) - IVR (Interactive Voice Response) (Technician in the Field) Rate measures the installers compliance requiring them IVR on both the Arrival and Departure of each installation order. 2. FTC Q2 Goal: 90) First Time Completes - FTC (Technician in the Field) measures the members response to question four on the member survey: Did it require more than one visit to your home to complete the installation? If yes press 1, if no press 2 3. On Time Q2 Goal: 96) - On time (Technician in the Field) measures the members response to question six on the member survey: Did the Installer arrive within the 4-hour window they promised prior to the installation day? If yes press 1, if no press 2 4. Reschedules (Q2 Goal: 14) Later Reschedules measures the members response to question two on the member survey: At any time, did Sears initiate a reschedule of the installation? If yes press 1, if no press 2 Member Experience KPIs 1. Order Acceptance (Q2 Goal: 95) (Service Live System) Order Acceptance measures the installers compliance requiring them to Accept the installation order within 1 business day of order routing to them. 2. Pre-Call Q2 Goal: 95) (Service Live System) Pre-Call measures the installer s compliance requiring them to contact the member within 1 business day of receiving the installation order (note: a service window is not required at the time of this event). 3. Schedule Confirm Q2 Goal: 87) (Service Live System) Schedule Confirm measures the installers compliance requiring them to provide a four hour or less service window (in the new order management tab) to the member prior to the installation day 4. In Home Q2 Goal: 75) (Member Survey) In Home measures the members response to four of the member survey questions. All questions are a 1 to 5 scale. 9

10 CUSTOMER SURVEY QUESTIONS Customer service is very important to Sears and every customer that has an assembly/installation completed will be surveyed upon your IVR departure submission. Future work dispatched to an Authorized Servicer may be affected depending on the Authorized Servicer s survey scores. Below is a sample list of the survey questions. 10

11 TRAINING COURSE REGISTRATION Great news, you can now register for Installation Refresher courses on your terms! Currently we are holding three courses (New Provider, SPN ServiceLive and Water Shop installer Training). If you are not meeting all Sears Performance metrics, you need to attend. Class sizes are small and individual attention can be given to address the issues preventing you from meeting goal. Sears Retail Installation New Provider Training Congratulations on becoming a Sears Approved Provider. If you have not been able to attend the Intro to ServiceLive training prior to attending this course; please read pages (1-48) of your Retail Installation Authorized Servicer Manual and click on the link to view Manage Service Orders step-by-step instructions for using the ServiceLive system in preparation for this intense training session. *Note this course is intended for New Sears Approved Providers Only and may last 2-3 hours* Sears Retail Installation SPN ServiceLive Training This course will help you understand when and how to Accept Orders, Pre-Call, Time Window Confirm, timelines and requirements for the Sears Retail Installation SPN. Sears Retail Installation General Plumbing/Water Treatment SPN Provider Training This course will help you understand when and how to Accept Orders, Pre-Call, Time Window Confirm, timelines and requirements for the Sears Retail Installation General Plumbing/Water Treatment SPN. 11

12 MONTHLY NEWS ARCHIVES We know you receive a great deal of s from contact@servicelive.com, below are the links to some of the latest news you may have missed or had time to read! 7/1/2014: Provider Installation Newsletter - July /7/2014: KitchenAid Flexible Install (FIT) Overview Animation: Reference link 7/18/2014: Reschedules Reminder Use Date Ranges Only 7/23/2014: Accessing the Sears RI Authorized Service Manual 8/05/2014: It s Here! ServiceLive Pro App - Now Available Upcoming News: August 8/12/2014: Retail Installation Authorized Servicer Manual Changes 8/22/2014: New Work Order Guidelines 30 Day Grace Period Begins 12

13 AS MANUAL UPDATES One of the only constants in life is change; please review some of the latest changes to the Authorized Servicers Manual. AS Manual Changes Section Description Page # 1.2: Customer Service Philosophy Updated customer service philosophy: To serve, delight and engage our members while they shop their way 1 Five-point installation order check list of actions you must 1.4: Performance Expectations: Pre and complete before entering the member's home and post Post Install requirements installation : Performance Expectations: Reminder: all parts and accessories purchased by the Installation of the New Product customer must be used during the installation process 9 1.4: Performance Expectations: Merchandise Damaged on Pick up/arrival 1.8: Sears Forms/Materials 13.1: Work Orders and Change of Specifications 16.1: Support Contacts / Numbers 4.5: New Contractor - On Boarding Check Sheet 4.6: Quarterly Business Review NA - Entire Manual 14.1: Record of Return (ROR): Merchandise Pickup/Return Procedures Product damage claims that your firm may be liable for will be processed through the local MDO. DCM to follow up with additional detail around when this change will be go into effect. Added Sears Automotive Center 7% Discount Letter, print a copy to use when having vehicles serviced at Sears Automotive Centers Trip charges will no longer be given if an order does not meet all day of install requirements (Pre-Call/Time Window, Call Ahead and IVR). DCM to follow up with additional detail around when this change will be go into effect. Contractor Support Hours changed: M-F (8am-10pm) Sat (8am-8pm) Sun (Closed) EST Revisions made to On board Check Sheet, added links to training registration All approved / active Suppliers may undergo a formal Quarterly Business Review (QBR) initiated by their Installation Contract Manager Customer has been replaced with the word Member to embraces our belief that our shoppers are a part of our organization and contribute to not only business longevity, but also to the innovative changes that can only come from a share partnership and trust NA Added Installer Pick up and Return Log process 42 13

14 PRE-CALL CHECKLIST Pre-Call Checklist The Pre-Call checklist below is recommended for use with all initial customer contacts to aid in the installation experience and ensure all expectations are set pre-install. 14

15 PRE-CALL CHECKLIST - CONTINUED 15

16 SCHEDULE CONFIRM INSTRUCTIONS Per your Authorized Servicer Manual, all orders must be Scheduled Confirmed the night before the Service Date. Please see instructions on how to schedule confirm your order correctly. SN Task: Sign onto ServiceLive: Click on Tab 2 Go to link After confirming with the customer that you will be out tomorrow and providing them their 4-hr window. Locate the order and click on the arrow circled in red to provide the 4-hr service 3 window 4 Select Update Service Window to enter the 4-hr window 5 Click located in the right hand corner of the Update Service Window 6 Now click on the completed link to acknowledge that the Schedule Confirm was If you had to leave a voice message with your service window for tomorrow, click on the Customer not available box. If you have not already assigned the technician who will be onsite, select their name from the drop down box in the Assigned Provider section then press 7 16

17 8 Don t forget to contact the customer tomorrow to confirm that you are in route. 17

18 WORK ORDER GUIDELINES The Authorized Servicer must always call in from the jobsite for approval of a work order prior to completing any work. Work orders will not be approved after the fact. Work orders may possibly be approved for the following conditions when all requirements stated in the matrix below are met: Work Order Matrix Member or Installation Location Opportunities TRIP CHARGES WILL NO LONGER BE GIVEN IF THE ORDER DOES NOT MEET PRE-INSTALL REQUIREMENTS (REFERENCE SECTION 1.4) Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) Trip Charge Member was not home We do not pay for member not at home. N Trip Charge Member refused the installation Contact the NIO at to save the sale. If member still refuses, a Trip Charge will be issued. Y Trip Charge Home issue / Site not ready Contact the NIO at to have them negotiate the COS with the customer. If the member still refuses, a Trip Charge will be issued. Y Trip Charge/ Multiple Trip Charge Home issue / Rescheduling needed - unforeseen issues not discovered during the Pre Call Contact the NIO at to have them negotiate the COS with customer. If member still refuses, a Trip Charge will be issued. NOTE: We will no longer cover the cost of multiple trips to the home due to unforeseen issues with home after first attempt. Please determine all that is needed to be done prior to second trip to home. For example, you determine that the existing dishwasher was hardwired and an outlet in needed. Review cabinetry and all other required specifications before leaving site. Y/N Trip Charge Wrong address or contact information Confirm address and contact information during Pre Call, Schedule Confirm and call ahead. We do not pay for wrong address or contact information N 18

19 Selling Error Opportunities (continued) Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) COS or Permit Member refuses to pay additional Confirm any additional parts needed during Pre-Call to avoid second attempt. Y Member Changes Mind Member changes mind Contact the NIO at for Trip Charge approval while at member home. Y Out of Area Member lives outside of regular service area Contact the NIO at to discuss out of area Y Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) Selling Error Wrong merchandise selected Contact the NIO at for Trip Charge approval while at member home Y Merchandise Opportunities Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) Trip Charge In Warranty work Contact the NIO at Merchandise needs to be returned and re-ordered. N Trip Charge Parts missing Confirm any additional parts needed during Pre- Call to avoid second attempt. Y Trip Charge Damage found on merchandise 1) Concealed and Cosmetic Damage - Contact the NIO at , they will negotiate with customer; if member does not accept a Trip Charge will be issued. Y/N 2) Damage not concealed - we do not pay for on unconcealed damage. 19

20 Merchandise Opportunities(continued) Trip Charge Product not available 1) Contact the NIO at to provide the contact name and unit number (MDO or store) who confirmed the product was available for pick up. We do not pay if these guidelines are not followed. Y/N 2) For product stated at member home, a trip charge will not be paid if Pre Call was not made to confirm the member had the product. Enjoy the last days of summer! From: Contractor Services Group 20