ONE MONTH UNTIL THE MOST WONDERFUL TIME OF THE YEAR!

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1 Vol. 1 Issue IN THIS ISSUE: Message to Install Partners 2014 Sears Retail Store Managers Rally Top Provider Performers Recognition ~ In Home Compliance Corner: ~Team Management (Removing Technicians) ~ Add-on Services Billing Instructions (Mobile App & Web) ~ Work Order Guidelines Changes (How we verify compliance) ONE MONTH UNTIL THE MOST WONDERFUL TIME OF THE YEAR! We have only three months left in the 2014 year; let s make it our goal to finish on top as we enter some of the most rewarding, wonderful and not to forget profitable months of the year! Recommit to improving the level of service you provide in the home to each member this holiday season, you will be surprise how taking a few extra seconds to demonstrate a product feature or answering a member s concern can translate to higher feedback scores! Below is September In Home scores compared to the prior month: We have quite a way to go to be world class, but we can do one member at a time! IN EVERY ISSUE: Key Performance Indicators Definition Customer Survey Questions Mobile App User Name/ Password Retrieval Monthly News Archive Links AS Manual Updates Pre-Call Checklist Schedule Confirm Instructions Work Order Guidelines Here are our holiday objectives to ensure higher In Home Scores. 1. Call all members within 24 hours of receiving the order. This time should also be used to discuss any issues such as accessibility, need for additional work and size of current unit and haul away. 2. Arrive on time and IVR/ Check In. Remember our members time is important. If due to unforeseen reasons you are unable to make your service window, call the member before the window closes to reset expectations. 3. Minimize the need to reschedule members. The holidays bring capacity challenges, now is a good time to re-evaluate your staffing needs for this season. Your District Contract Manager will be providing you with our sales projections so that you can make informed decisions to properly manage capacity. As always, we appreciate the level service you provide to each of our members. ~Contractor Services Group~ 1

2 2014 SEARS RETAIL STORE MANAGERS RALLY: Building Relationships! Recently the Region Installation Contract Managers had an opportunity to attend the 2014 Sears Retail Store Managers Rally. This was an excellent opportunity to meet all of our Retail Store Managers and build those relationships. At the booth we had coverage maps, talked about recruiting, our provider vetting process, handed out the DCM s business cards, and a number of great changes on the horizon. The biggest hit was the Service Live Mobile App. By having you, our installers use this Smart Phone application, our stores are able to access a link within the Store Reference Link and look up Installation Member appointments and times. What a huge time saver!!! This eliminates a lot of calls to the provider and the MSO support folks to check on appointment times and dates. Overall, a great step in the right direction to grow our business by building relationships one conversation at a time. ~Linda James, Region Contract Manager ~ 2

3 TOP PROVIDER PERFORMERS RECOGNITION ~ IN HOME September In-Home scores are in, congratulations to all installers in the top 20! 2014 GOAL Rank Provider Sep In-Home Score 1 ON PAR INSTALLATION INC - [ ] M&H INSTALLATIONS INC. - [ ] VITO VINCENT SERRATORE DBA SERRATORE PLUMBING - 3 [ ] Doorkeeper Garage Services, LLc - [ ] Lambert Door Enterprise Inc - [ ] JENPE SERVICES, INC. - [ ] First Coast Delivery, Inc. - [ ] Quaranti Installations - [ ] Precision Appliance Installation and Repair, LLC - [ ] BEST INSTALLATION CO - [ ] All Star Plumbing Services INC - [ ] Sears Garage Door Solutions - [ ] Wandering R Express LLC - [ ] Linserv Inc - [ ] Joseph f.gloeckner - [ ] Trio Plumbing Co Inc - [ ] geoff eiffert company llc - [ ] C.R.E. Installations Inc. - [ ] James Wilms - [ ]

4 COMPLIANCE CORNER Team Management (Removing Technicians) Do you have technicians who are no longer working for your company still listed on your team? Currently Sears is undergone a background audit initiative and need your help with ensuring we are requesting background checks on installer who are currently doing work for Sears. Please take a few minutes to review all members currently on your ServiceLive team, and remove any who are no longer doing work for you. Need help with doing that? Below are step by step instructions on how! For directions on removing technicians who no longer work for you company. SN Task: Sign onto ServiceLive: On the Dashboard, scroll to the right to the tab Click on Manage Team 3 4 Locate the technician who is no longer working for your company and click Edit Profile 4

5 A new window will open, scroll to the bottom of the General Information tab and select Remove User 5 5

6 Work Order Guideline Changes (How We Verify Compliance) October 12 th, ends the 30-Day transition period for the new Work Order Guidelines. The latest AS Manual Changes communicated on 8/11/2014, now states that all Pre-Install Requirements must be met in order to be approved for a Trip Charge (reference page 36 of your AS Manual). Starting Monday, October 13 th, our Contractor Support team will be verifying that the Preinstall Requirements listed below are met. Below is how we know on each order that you have met all expectations, before approving your work order. You can also review your orders, now, in advance to ensure you are meeting these work order guideline changes. Remember, our goal is not to penalize you financially, but instead drive the changes that lead to a better member experience on every order. Pre-Install Requirements Verification: 1. Order Accepted within 24 hours of Date Received: View Posted Date and Accepted Date, there should be only one day between the two dates, excluding weekends (for weekends, verify Accepted is no later than Monday). 2. Pre-Call within 24 hours of Date Received: Hover over Magnify Glass in the Schedule Status field to view the Pre-Call Attempted/Completed Date. There should be only one day between the Posted Date and Pre-Call Date dates, excluding weekends (for weekends, verify Pre-Call is no later than Monday). 6

7 3. Confirm Appointment a four- hour window must be provided to the Member (and recorded in ServiceLive) the day before installation: View Service Window, there should be no more than 4-hrs between the start and end of the window. 4. IVR once at the member s home, IVR on arrival: Go to the Time On Site tab, verify the IVR Arrival timestamp is present. Advise installer to IVR out, if Departure timestamp is missing. 5. If one of the three Pre-Install requirements was not completed, the Contractor Support associate will deny your work order, and advise you to contact your DCM for further assistance/clarification on Work Order policy. 7

8 Add-on Services Billing Instructions Authorized Servicers are responsible for collecting and verifying methods of payment for Change of Specifications (COS). The money is collected on behalf of Sears, and must be forwarded to Sears in its entirety along with a copy of the service order. Below is the step by step process to submit those additional monies collected via both the ServiceLive Website and Mobile App. Directions on billing for Add-on services via the ServiceLive Website SN Task: Sign onto ServiceLive: On the Dashboard, scroll to the right to the tab. 3 Click on queue to complete for payment. Click on the Complete Order button next to the order that includes Add-on services to start the billing process. 4 Seletct Yes, service was completed and press continue. 5 8

9 After entering Resolutions Comments and Final Price, click on the Add-on services or permits box to submit for reimbursement of monies collected from member at the home. 6 A list of Add-on services including permit add-on will populate. Select the quantity (Qty.) that was charged and the provider prices will auto-populate. If add-on job code description does not exist for the work performed, select the 650XX job code (XX is the division number, in this example 57 for Consumer Electronics) and the amount charged to the member. 7 9

10 For permits, select the type of permit and enter the amount collected from the member. 8 Select the method of payment provided by the member. Sears accepts Checks or Credit Cards. Any cash collected should be deposited into your personal bank account and your company check or credit card used to remit payment to Sears. 9 10

11 For checks, enter the check number and amount written on the check. Mail the check to the Sears provided address. Remember all checks over $ must be authorized before accepting the check from the member. To obtain the authorization you must call If the check is not approved you will need to ask for another form of payment from the member. 10 For credit cards, enter the full credit card number, expiration date, card type, Pre authorization number and the amount authorized by the member. Remember Sears offers two lines of credit: The Sears Credit Card which start with 5049 and Sears MasterCard which start with Please remember to select the correct type of Sears Card when adding method of payment to avoid processing failures

12 Directions on billing for Add-on services via the ServiceLive Mobile App SN Task: Sign onto ServiceLive Pro App. 1 2 Select the service order that includes the Add-on service to begin the billing process. Click on the Check In button, the screen will refresh, then click on the Check In Now button. 3 4 Click on the Complete Order button and then chose, Completed Service to begin the billing process. 12

13 . Once you confirmed the tasks completed and any permits if required, you can now submit for reimbursement of monies collected from member at the home. 5 A list of Add-on services including permit add-on will populate. Select the quantity that was charged and the provider prices will auto-populate, then click next. If add-on job code description does not exist for the work performed, select the 650XX job code (XX is the division number, in this example 42 for Water Shop) and the amount charged to the member. 6 13

14 Select the method of payment provided by the member. Sears accepts Checks or Credit Cards. Any cash collected should be deposited into your personal bank account and your company check or credit card used to remit payment to Sears. 7 8 For checks, enter the check number, then click the submit button. Mail the original check to the Sears provided address. Remember all checks over $ must be authorized before accepting the check from the member. To obtain the authorization you must 14

15 call If the check is not approved you will need to ask for another form of payment from the member. For credit cards, enter the full credit card number, expiration date, card type and Pre authorization number, then click save. Remember Sears offers two lines of credit: The Sears Credit Card which start with 5049 and Sears MasterCard which start with Please remember to select the correct type of Sears Card when adding method of payment to avoid processing failures. 9 15

16 Obtaining the Add-on Service Authorization codes/ merchant numbers SN Task: Authorizations numbers/ merchant codes for both credit cards and checks over $ can be found on every service order in the Required Order Completion Documents & Photos section. Print or save a copy of this document to have on hand at every install Handling Payments for Add On Services Document Sample 16

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18 KEY PERFORMANCE INDICATORS DEFINITION 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 members 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 (2014 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. 18

19 MEMBER SURVEY QUESTIONS Member service is very important to Sears and every member 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. 19

20 SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL 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 Check-out. Pictures: Upload & Store Images, a picture speaks a thousand words, take before and after photos to mitigate damage claims! Get Paid Sooner: 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 member and technician signatures. Note: Being able to view pricing and submit for payment is permission controlled by the Provider Administrator. 20

21 SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL-CONT D 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 21

22 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! Do not forget you can access the SL Mobile App Training 24/7 22

23 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! 9/22/2014: Auto Accept Changes Action Required 9/10/2014: ServiceLive Mobile App Support Information 9/08/2014: New Work Order Guidelines 30 Day Grace Period Begins 8/19/2014: Provider Installation Newsletter September /5/2014: ServiceLive Mobile App Overview & 5:30 EST 9/4/2014: Vendor Delay Notification on ALL DW Installation Kits Page 22 8/19/2014: Provider Installation Newsletter August /11/2014: Sears RI Authorized Service Manual 8/05/2014: It s Here! ServiceLive Pro App - Now Available 7/23/2014: Accessing the Sears RI Authorized Service Manual 7/18/2014: Reschedules Reminder Use Date Ranges Only 7/7/2014: KitchenAid Flexible Install (FIT) Overview Animation: Reference link 7/1/2014: Provider Installation Newsletter - July 2014 Upcoming News: October 10/08/2014: Add-on Services Billing Instructions 10/13/2014: New Work Order Guidelines 30 Day Grace Period Ends 23

24 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 24

25 PRE-CALL CHECKLIST Pre-Call Checklist The Pre-Call checklist below is recommended for use with all initial member contacts to aid in the installation experience and ensure all expectations are set pre-install. 25

26 PRE-CALL CHECKLIST - CONTINUED 26

27 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 member 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 Member 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 27

28 8 Don t forget to contact the member tomorrow to confirm that you are in route. 28

29 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 member. 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 member. 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 29

30 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 member; 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. 30

31 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. One more month to high season, but who s counting From: Contractor Services Group 31

32 Provider Home Join the Provider Community Installation Authorized Servicers; We are currently experiencing a shortage in dish kits on all Dishwasher types and there is no ETA on when our supply will be replenished! We need your assistance with ensuring our members look nowhere else for Dishwashers due to this missing part and have developed a plan that will ensure we are able to continue to sell our most popular installable item! Starting today, stores across the nation will be selling Dishwashers without the dish kit, instead they will be taking one of the following paths to ensure the members dishwasher is properly installed and that you are aware that a dish kit must be supplied at time of installation: 1. Selling associate will ring the (DISHWASHER - ADD-ON - WATER LINE) job code. This will indicate to you that the store did not supply the dish kit and one is required at time of installation. Labor will be paid at your rate. 2. Selling associate will not ring the job code, but will reiterate the change of specification process to the member. Action Needed: If the job code is not sold, during Pre-Call cover the change of specification process, reference standard replacement items like the water line (member may have purchased locally). Purchase additional and maintain ample stock of dishwasher installation kits on your truck to reduce incompletes. Thank you, Contractor Services Group Important Note: This communication is for the use of Sears Retail Installation Providers only. About Us Terms of Use Privacy Policy 32