SVAP 2.0 Onboarding Workbook. Updated: February 2018

Transcription

1 SVAP 2.0 Onboarding Workbook Updated: February 2018

2 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Management Activation

3 Gaining Access to SvAP

4 Dealer Profile Administrator User Access Dealer Administrator This is the highest level of authority and can perform all processes. This is the only role that can publish templates/components on to the market Dealer Agreement Setup User - Second highest level of authority and can perform all the processes except publishing to the market Dealer Manager- Has the ability to view basic info and perform high level processes like creating Services to Agreements and logging the work has been completed Dealer Agreement Servicer- A special role focused on scheduling work to be completed and logging the completion of the work. This role cannot change the structure or job needs to be done on Template or Agreements Dealer Salesman- A role focused specifically on selling Agreements. This role cannot change the structure of Templates or Agreements. They cannot change total price on Agreements and select specific Components to add to Agreements Dealer Viewer- Has the right to view very basic high level info about templates and Agreements Dealer Expert Alert Specific role to manage Expert Alerts. This has to be selected in combination with Dealer Administrator, Dealer Agreement Setup User, Dealer Manager or Dealer Agreement servicer to manage Alerts received from the machine Note: Please select only ONE role (except for Dealer Expert Alert) against any user in DPA Set Access Screen. When more than one role is setup, functionalities will not be working as expected. On DealerPath Business Admin & HR Business Management Authorization Management App (DPA)

5 Dealer Profile Administrator User Access

6 Updated Website svap.deere.com

7 Initial EQUIP Setup

8 Setting Up Sales Invoice Accounting Deferred Revenue Purchase Order EQUIP Sales Invoicing Miscellaneous Code Deferred Revenue does not recognize revenue until work is performed; this will make sure revenue and cost appear at the same time for the income statement A Miscellaneous Code will allow the processor to drive the sales value to any account that has been setup as an option (upcoming setup).

9 Setting up a Deferral Account In Your Menu EQUIP Utilities Location Configuration Maintenance A deferral account will need to be added for each location; same account can be used for all locations This account will be used when you choose to defer revenue at the time of sale If your 270 account is already in use, it is recommended that a new sub account be used

10 Accounting for Immediate Type Sales In Your Menu General Ledger Maintenance Misc Code Maintenance It is recommended that a new Authority Group be created for agreements These Miscellaneous Codes will be used for activities that are not being Deferred This Authority Group will be used only at the time of selling agreements Need to create an authority group for all locations or one authority group with accounts for all locations **The screenshot is just an example, create accounts relevant to your dealership

11 Integrated Solutions Technicians (if applicable) In Your Menu Service Maintenance Technician Maintenance Create Integrated Solutions Technicians (if applicable) Change Billing Department to Integrated Solutions The Billing Department is the default for the technician but can be changed at the time of invoice Salaried Employees have an hourly cost of $0 to avoid double costing

12 Work Order Accounting Setup (if applicable) In Your Menu System Integration Service Integration If Technicians have been assigned to Integrated Solutions, you will need to set up your Integrated Solutions Labor Revenue accounts This is the setup that will enable EQUIP to differentiate accounting between departments **Note: If a technician is set up for Integrated Solutions but this setup is not completed, an error message will appear upon work order invoice stating that the department has not been set up

13 Integration Between JDQuote2 and EQUIP In Your Menu PmLink WebTrader Trading Supplier Maintenance Username: The XID and Dealerpath password of an SVAP Administrator; Vendor Code: 1 **Note: The XID password will need to be updated when Dealerpath password is changed

14 Integration Between Service Admin and EQUIP DO NOT UPDATE THIS SUPPLIER TYPE ANYMORE!!!

15 Menu Maintenance Agreement Programs Add new programs or update existing programs Multiple Unit Sales Entry (MUSE) Used by sales processors to process purchase orders containing equipment Agreement Sales Used by sales processors to process agreement only purchase orders Stock Unit Sales Reversal Used by the back office to reverse a sale processed through MUSE Work Order Maintenance & Invoicing (non Service Delivery) Used by the service department to invoice work orders Service Invoice Reversal (non Service Delivery) Used by the back office to reverse work orders Agreement Event Maintenance This program stores the job codes imported from the service admin portal Agreement Reports To access Menu Maintenance go to Administrative Tools Menu Maintenance

16 Menu Maintenance Multiple Unit Sales Entry Parameter Setup: ServiceAgreementAuthorityGroup Select the Authority Group containing your Agreement Miscellaneous Code(s) RetrieveServiceAgreementDetail Y Allows the Import of Agreement Information This program is used by your sales processors Purchase orders that include equipment

17 Menu Maintenance Agreement Sales Parameter Setup: AuthorityGroup (Stock & Rental) Select the Authority Group containing your Agreement Miscellaneous Code(s) RetrieveServiceAgreementDetail Y Allows the Import of Agreement Information EnableTabs C for Customer Agreements S for Stock Agreements R for Reversals This program will be used for Agreement ONLY purchase orders

18 Menu Maintenance Stock Unit Reversal Parameter Setup: RetrieveServiceAgreementDetail Y will notify Service Admin that a reversal has taken place This program will be needed by employees who reverse purchase orders

19 Menu Maintenance Work Order Maintenance Parameter Setup: LogServiceAgreementCompletion Y Allows EQUIP and Service Delivery to Log Job Completion within Service Admin Portal This program will be needed by anyone who can close work orders **Service Delivery dealers do not need to perform this setup unless they are invoicing in EQUIP

20 Menu Maintenance Service Invoice Reversal Parameter Setup: LogServiceAgreementCompletion Y will notify Service Admin that a reversal has taken place This program will be needed by anyone who can reverse a work order **Service Delivery dealers do not need to perform this setup unless they are invoicing in EQUIP

21 Service Admin Portal Preferences (Setup)

22 Service Admin Portal Homepage Preferences can be setup at an Enterprise, Location, and User level based on user access

23 Preferences Basic Default settings are created at the Enterprise level Users can set their own preferences with the exception of the settings in the second column

24 Preferences - Notifications Can be set up at the enterprise and location level (each location can be setup individually) Individuals set up for notifications at the enterprise level will receive notifications for all locations as long as no location specific settings have been made. Alert Type notify a user for the alert type based on the selection Department notify a user when any alert type triggers for a specific or all departments Resource notify a user for any or all the resources based on the section This set up is for notifications. SVAP will push job due notifications to EQUIP Service or Service Delivery, when appropriate, regardless of this setup

25 Preferences Labor Pricing Can be set up at the enterprise and location level (each location can be setup individually) Labor pricing will be utilized by SVAP s Preventative Maintenance Feature and can also be used for price calculations in job code setup. **Location settings will override enterprise settings.

26 Preferences Parts Pricing Can be set up at the enterprise and location level (each location can be setup individually) Parts pricing will be utilized by SVAP s Preventative Maintenance Feature and can also be used for price calculations in job code setup. **Location settings will override enterprise settings.

27 Preferences Travel Pricing Travel Pricing can be set up at the enterprise and location levels A Travel additive can be added to agreements during creation or at the time of sale.

28 Preferences Tags & Terms and Conditions Tags are user defined filters and can be added at the time of plan creation The use of tags is completely optional The language in Terms and Conditions will be added to the bottom of a purchase order created in Service Admin Portal

29 Enterprise Preferences Preventative Maintenance Preventative Maintenance can be set up at the Enterprise and location levels The location level can only override the default parts

30 Preventative Maintenance Plan Transformations

31 Preventative Maintenance Plan Transformations Manage Intervals allows you to remove a maintenance interval, merge intervals together, or declare the customer responsible for certain intervals. Manage tasks allows the addition or removal of activities from a maintenance interval. Manage parts allows the addition, removal, or replacement of parts for a maintenance interval.

32 Preventative Maintenance - Consumables Consumables are the items that are used in partial quantities in association with a work order (towels, oil, grease, etc.) Using the Update Deere Pricing will update pricing based on your SVAP parts preferences Using the Update Dealer List will update any blank price with the Deere list price

33 Developing in the Service Admin Portal

34 Agreement Management Process Dealer Agreement Strategy Develop Plan Expiration Sell Agreements Invoicing Deliver Managing Activation

35 Service Admin Homepage Filterable RSS Feed (Latest Activity) will show activities from the past 10 days Quick Links: Expert Alerts, Agreements, Work Queue Takes you directly to the manage screen with information filtered based on your selection

36 Developing Plans and Packages Service Plan Work to be performed on a set date or hour interval SVAP will send a notification when work is to be scheduled Support Plan Coverage for a period of time; customer contacts dealer for service Subscription Coverage for a period of time; no work will be performed (Access) Package a bundling layer for combining service, support, and subscription plans

37 Developing a Service Plan Start Date will allow you to publish a plan for sale on a future date Initial Quote Status gives the option for a plan to be auto-accepted The plan can still be declined but a salesperson must offer the plan Sales Type Prepaid Customer pays up front Pay As You Go Customer pays at time of service Included Plan is included (i.e. free) to the customer price changed to $0.00 Revenue Recognition Deferred Revenue recognized at the time of service Immediate Sales amount can be driven to any account Auto-Activate on Invoice/PO will process activation automatically without user input

38 Developing a Service Plan Add Equipment Select equipment using the enterprise product hierarchy or by searching for a model number

39 Developing a Service Plan Add Job Integrated DBS: Entering the job code number from the DBS will populate the job code information including the complaint, correction, estimate time, and pricing. Non-Integrated DBS: Add a job code, complaint, correction, and pricing information. The job code will be included in notification s so it is recommended that you utilize your DBS job code in this setup

40 Developing a Service Plan Job Code Integration Adding the job code from the business system will link the job code in the DBS to the job code in SVAP which will allow for automated updating.

41 Job Code Integration Automated Updating Utilizing the DBS job code integration will allow SVAP to identify changes to a DBS job code and suggest updating the job and associated plans and packages to incorporate the changes.

42 Developing a Service Plan

43 Developing a Service Plan - Pricing Pricing will default to the total of the jobs on the service plan List price can be edited and will adjust the price of jobs accordingly User can choose between unit and per acre pricing Allow multiple quantity will enable this plan to be sold in quantities Allowing multiple quantities will also enable the ability to do volume discounting

44 Developing a Service Plan Volume Pricing Volume pricing allows for dealer defined tiers Progressive pricing will charge a unit price for each additional quantity Flat Rate pricing will adjust the per unit price based on the quantity tier that is met

45 Developing a Service Plan Once your service plan has been put together, select an action: Make Draft will save the service plan for later but will not make it available for sale or to be included in packages Make Available for Sales Packages makes it so you can add this plan to a package but the plan will not be available for sale by itself Make Sellable in Service Admin will allow the ability to sell this plan from the Service Admin Sell Screen but not available in JDQuote2 Publish to Quote/Configurator will make this plan available for sale within JDQuote2 The plan can be saved as you work, deleted when no longer being used, or a copy can be made that can be further edited.

46 Developing Plans and Packages Service Plan Work to be performed on a set date or hour interval SVAP will send a notification when work is to be scheduled Support Plan Coverage for a period of time; customer contacts dealer for service Subscription Coverage for a period of time; no work will be performed (Access) Package a bundling layer for combining service, support, and subscription plans

47 Developing a Support Plan The basic setup for a support plan will have the same options as were available on a service plan. However, there are a few differences detailed in the upcoming slides.

48 Developing a Support Plan A support plan provides the customer coverage over a period of time for an undetermined amount of work. By default, sessions are unlimited, but you can set a session limit in the above section You will have two options for scheduling From Activation will start the plan on the activation date From Specified Start Date will start the plan on a date that you select Specifying a start date will also give access to advanced scheduling detailed on the next slide

49 Advanced Scheduling With Advanced Scheduling, you can setup a time periods that dictate the start date of your plan. For instance, in the above picture, a plan sold between Jan 1 and Jun 30 will begin on Feb 1 of the current year. A plan sold after Jun 30 will begin Feb 1 of the following year.

50 Developing a Support Plan Multiple Job Options Support Plans offer the customer support over a period of time, but also allow for flexibility in the type of support offered. The jobs loaded for a support plan are the jobs that are available to be used at the time of service. In the above example, the technician assisting the customer can complete a Remote Display Access or In Field Monitoring segment. The Estimated # of Sessions can be used to help determine an appropriate price for the support plan. By estimating the number of times each session will be used, the system will suggest an appropriate price. **Note: The number of times a job can be performed is based on the session limit set up in the Support Plan Details section.

51 Developing Plans and Packages Service Plan Work to be performed on a set date or hour interval SVAP will send a notification when work is to be scheduled Support Plan Coverage for a period of time; customer contacts dealer for service Subscription Coverage for a period of time; no work will be performed (Access) Package a bundling layer for combining service, support, and subscription plans

52 Creating a Subscription The basic setup for a subscription will have the same options as were available on a service or support plan. However, there are a few differences detailed on the next slide.

53 Creating a Subscription Subscriptions show customer access over a period of time and do not have jobs, therefore, the job section has been removed. You will have two options for scheduling From Activation will start the plan on the activation date From Specified Start Date will start the plan on a date that you select Specifying a start date will also give access to advanced scheduling detailed on the next slide

54 Developing Plans and Packages Service Plan Work to be performed on a set date or hour interval SVAP will send a notification when work is to be scheduled Support Plan Coverage for a period of time; customer contacts dealer for service Subscription Coverage for a period of time; no work will be performed (Access) Package a bundling layer for combining service, support, and subscription plans

55 Developing a Package A Package is a bundle of plans. Less decisions need to be made in the setup of a Package because accounting, payment options, and job scheduling will carry through from the Plans that are included.

56 Developing a Package Plans can be bundled together to create Packages Pricing will default to the total of all added plans but can be changed Required check boxes appear in each plan Not requiring a plan will allow a salesperson to remove a plan from a package to customize the package at the time of sale (removing a plan also removes the price associated with the plan)

57 Selling in JDQ2

58 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

59 Selling in JDQuote2 The selling options in JDQuote2 will come in based on the settings selected when developing the plan or package. The Quantity field will be editable if multiple quantity was selected Pricing will calculate based on the quantity and any volume discount settings Auto-Accepted Plans will show already with Accepted already checked An auto-accepted plan can only be changed to decline A plan that has not been auto-selected can be removed by clicking accept a second time Accepted and Declined plans will show on the Purchase Order with the appropriate status

60 Selling in JDQuote2 The Purchase Order in JDQuote2 has been updated to reflect the quantity and payment type on the left hand side. Accepted and Declined plans will display on the Purchase Order Included, Pay As You Go, and Declined plans will show a grayed out price field

61 Selling in Service Admin Portal

62 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

63 Selling in Service Admin The selling options in Service Admin will come in based on the settings selected when developing the plan or package. The Quantity field will be editable if multiple quantity was selected Pricing will calculate based on the quantity and any volume discount settings Auto-Accepted Plans will show already with Accepted already checked An auto-accepted plan can only be changed to decline A plan that has not been auto-selected can be removed by clicking accept a second time Accepted and Declined plans will show on the Purchase Order with the appropriate status

64 Invoicing in EQUIP

65 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

66 Invoicing Through Multiple Unit Sales Entry (MUSE) MUSE should be used for purchase orders that include equipment Click the Retrieve JDQUOTE PO button Enter the purchase order number (stock or serial number can also be used) Click Get Details The purchase order will be pulled from JDQuote2 including the agreement information If a plan has been set up as Immediate, the processor will input the appropriate miscellaneous code If a plan was Included, the processor will select the miscellaneous code to charge An invoice will be generated upon accepting the order

67 Invoicing Through Agreement Sales Agreement Sales should be used for purchase orders that do not include equipment Enter the salesman s PIN Enter the EQUIP Customer Number Input the Agreement ID and tab or enter out of the field, the remaining data will be pulled in If a plan has been set up as Immediate, the processor will input the appropriate miscellaneous code If a plan was Included, the processor will select the miscellaneous code to charge An invoice will be generated upon accepting the order

68 Invoicing Stock Agreements Agreement Sales Agreement Sales will allow agreements to be sold to dealer owned equipment Enter the salesman s PIN Enter the EQUIP Customer Number Input the Agreement ID and tab or enter out of the field, the remaining data will be pulled in In this situation, the agreement will apply to the equipment s inventory value Note: If the equipment has already been sold, this can create an out of balance situation

69 Activating Agreements in the Service Admin Portal

70 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

71 Activating an Agreement On the home screen, you will be able to see any plans that require activation in the Agreements quick link section. Note: Plans set to Auto- Activate will not require this activation step

72 Activating an Agreement In New Manage, you can identify plans needing activation by clicking on Plans to Activate under Plans either group by Machine or Customer. Clicking Activate All at the machine level will activate all the plans that need to be activated

73 Activating a Plan During activation, each job can be assigned to individual locations, notification dates/hours can be updated, and the equipment serial number can be updated. Once updates are complete, each job can be activated or the entire plan can be activated by selecting Activate all at the the top of the page.

74 Managing Agreements in the Service Admin Portal

75 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

76 Managing Agreements The Manage in SVAP will provide Machines/Customers with Jobs/Plans/alerts information based on quick view, group by, and user filtered settings. Color dots in New manage indicates the machine helath or the jobs/plans which need immediate attention Jobs/Plan can be grouped by Machine or Customer. Quick view on the left hand side helps to quickly filter through different status of Jobs/Plans

77 Searching EQUIP for an Agreement Once an Agreement has been invoiced in EQUIP, it can be found on the Agreements tab within Customer Inquiry. Similarly, if it was sold to a specific piece of equipment, it can found on the equipment record.

78 Delivering Jobs in Service Delivery, EQUIP, and Service Admin Portal

79 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

80 Deliver an Agreement Reactive Alert (EQUIP) When trying to open a work order for equipment or a customer with an Agreement, EQUIP will alert the user that agreement events are available to be included on the work order The job number as well as other information about the agreement will be displayed To use an agreement event as a segment on the work order, check the box on the left and click select The notification will know whether the job was prepaid and whether revenue was recognized at the time of sale If revenue was deferred, the work order will open as an Agreement type work order and charge the deferral account rather than the customer If a sundry code was used at the time of sale, a sundry work order will be opened If a pay as you go plan was used, the work order will be opened as retail The technician on the work order will dictate which department revenue and costs are attributed to; this can be toggled in the labor punch by a user with appropriate access.

81 Deliver an Agreement Reactive Alert (SD) Reactive alerts in Service Delivery are displayed on the top bar A green check by Service Admin appears when an agreement event is available A red X by Service Admin indicates that the equipment/customer does not have an available agreement event

82 Deliver an Agreement Reactive Alert (SD) Selecting the Service Admin when a Green Check is present will bring up a list of events To open a work order, select the check box on the left then select OK

83 Deliver an Agreement Proactive Alert When an agreement hits its alert date, a notification will show up in the Service Activity Center The job number as well as other information about the agreement will be displayed To open a work order for an agreement notification, click on the notification and click Open New W/O The notification will know whether the job was prepaid and whether revenue was recognized at the time of sale If revenue was deferred, the work order will open as an Agreement type work order and charge the deferral account rather than the customer If a sundry code was used at the time of sale, a sundry work order will be opened If a pay as you go plan was used, the work order will be opened as retail The technician on the work order will dictate which department revenue and costs are attributed to; this can be toggled in the labor punch by a user with appropriate access.

84 Deliver an Agreement Proactive Alert - SD Notifications in Service Delivery come into the Notification Center Selecting Agreement Queue will display events that have reached their notification date To open a work order for the event, click on the notification and select Create RO

85 Deliver an Agreement Service Admin Portal Most of the actions on the Jobs/plans can be performed right from the manage dashboard Clicking on the job name will navigate the user to the Job details Clicking on the Log WO on a job will direct the user to the WO/Completion details screen

86 Deliver an Agreement Service Admin Portal The Log WO screen will allow you to input information about the work performed. It is important to remember that the cost figures in the bottom right of this screen will be used in the SVAP Reporting section so providing more detail will ensure the most accurate reporting. If you have an integrated DBS, this page will fill out the information automatically upon completion of the work order in your DBS. Completing a work order in SVAP will not make financial entries in your DBS

87 Expiring Agreements in Service Admin Portal

88 Agreement Management Process Dealer Agreement Strategy Develop Plans Expiration Sell Agreements Invoicing Deliver Managing Activation

89 Relieving Unearned Revenue: Single Entry In Your Menu General Ledger Maintenance GL Account Maintenance Schedule Tab Identify expired agreements that still have unearned revenue In Your Menu General Ledger Transactions GL Journal Update Create an entry to relieve the 270 account and apply the funds to a revenue account

90 Relieving Unearned Revenue: Single Entry If you chose to create a single entry, you will need to reference match to complete the process Select your clearing entry and all of the expired agreements to apply the reference match After processing the reference match, the expired agreements are no longer on the schedule report

91 Relieving Unearned Revenue: Multi-Line Entry In Your Menu General Ledger Maintenance GL Account Maintenance Schedule Tab Identify expired agreements that still have unearned revenue Utilizing the amounts and reference numbers for your expired agreements: Debit the deferral account for each agreement Credit the revenue account(s) where you would like to apply the funds After processing the entry, the expired agreements are no longer on the schedule report Note: These entries can be built in Excel and imported using the Import feature

92 Reporting in the Service Admin Portal

93 Agreement Reporting The reporting section in SVAP will give you a dashboard view of agreement activity within your system.

94 Agreement Reporting The Offered, Sold, and Activated line chart will give you the ability to see agreement sales activity for the past 12 months. An Offer occurs anytime an agreement is accepted on a Quote or Offer for a customer An agreement is considered Sold when the Quote is turned into a Purchase Order Activation occurs when an agreement has been put in an active status through either invoicing in an integrated DBS or by marking the agreement active within SVAP

95 Agreement Reporting The revenue section will give you a few different ways to look at agreement revenue activity. The Revenue section will display the total revenue of all agreements that have been activated in the past 12 months. This information is broken out by recognized and deferred revenue to show what has been reported on your income statement to date. The Revenue Pipeline will show you when deferred revenue is expected to be claimed based on the due date of jobs where revenue has been deferred. The Sales Funnel will allow you to take the total dollars of agreements on offer sheets and convert, by percentage, the amount expected to become purchase orders and then the percentage of purchase orders that will become active agreements. This will allow you to estimate upcoming agreement sales based on offer sheets and historical sales information.

96 Agreement Reporting The above charts will show the top selling packages and plans by quantity. In addition, you will have a pie chart showing the break down of the various types of plans you are selling and what percentage of total plan sales they make up.

97 Agreement Reporting Clicking on any of the charts on the dashboard will drilldown further into the information and provide detailed reporting. There is a variety of ways that detailed reports can be filtered and sorted including by customer, location, salesperson, offering, etc. Detailed reporting can show agreements being offered and sold or agreement profitability. Detailed reports can also be exported to Excel for further manipulation.

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