PARTNER TO PARTNER SEASON GREETINGS

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1 Vol. 1 Issue IN THIS ISSUE: Message to Install Partners Installation Success Stories Top Provider Performers Recognition ~ In Home Compliance Corner: ~ New AS Manual Changes ~ ServiceLive App Now Required on Sears jobs ~ Background Recertification Process ~ Reporting ServiceLive System Issues IN EVERY ISSUE: Key Performance Indicators Definition Customer Survey Questions Mobile App User Name/ Password Retrieval Add-on Services Billing Instructions (Mobile App &Web) Monthly News Archive Links AS Manual Updates Schedule Confirm Instructions Work Order Guidelines PARTNER TO PARTNER SEASON GREETINGS Happy Holidays to the men and woman of our Sears Provider Network. May you, your families and teams continue to enjoy this wonderful holiday season. As we have discussed and will continue to focus on our transformation and the rapid transition to the new mobile technology. We feel that the sooner we transition and the more users we have utilizing this technology the faster we can identify opportunities and enhance the performance. This can only be done if the entire provider network is utilizing the tool and providing feedback. For some this maybe a culture change but we implore you to make the transition. This is the most important time of year for our retail partners here at Sears. We know that you are our competitive advantage and how well we service the member can seal the deal. Holiday planning specifically around capacity management, pre-call and schedule confirm are vitally important to ensuring a Wow member experience. Continue to spend time with your District Contractor Manager (DCM) visiting stores, addressing any store concerns, providing contact information and evaluate staffing opportunities that may impact a successful holiday period. If there is any training we can provide prior to the holiday rush please work with your DCM. Don t leave one opportunity on the table in 2014 we should capitalize on every sale! Remember what drives a successful member experience? 1. Scheduling at the member convenience. 2. Communication with the member throughout the process. 3. Professional and courteous appearance from the time you arrive until you depart! 1st impressions are everything! 4. Completing the installation on the first visit; damage free. 5. Service with a smile; engage the member with the installation. Happy Holidays from the entire Sears family! ~Alex Robinson, Director of Installation Contractor and Compliance~ 1

2 INSTALLATION SUCCESS STORIES Partnering on Thanksgiving Night The West Central Regional Selling Director Darrell Meyer had our Installer Dave FaceTime with Vance Rea DVP for Selling Services, about how he was in the store and helping our Members and Associates on buying/selling Installation services on their product. Darrell was very impressed that he was in the Store on Thanksgiving Night. Dave did a great job representing the business and showing how Installation is here to support our stores on selling solutions to our Members. This was a great partnership with our Contractor base and very much appreciated by all. ~Debbie Herthel DCM: UT,ID,MT,WY,CO,OK,KS,ND,SD,NE ~ (L-R: Dave, Neal Store Mgr & Kathy Store Branch Central Mgr) Dave Traina Installations LLC. Dave Traina Arvada, CO Member s First I was contacted by the Associate Store Manager (ASM) from Hancock Mall in Austin Texas Maria at 12:00 p.m. on Saturday stating a member had purchased a dishwasher through Sears.com and just had the dishwasher delivered. He thought he had paid for installation but after she reviewed his order he only paid for delivery of the dishwasher. The Member stated if we could not install the unit today that he was going to cancel his order and we could pick up the unit. I contacted SOServices Installer Steve Ortiz and asked him if he was able to do the install today even though it was not in his assigned CAR area. Not even an hour later on a holiday weekend Steve was at the member s home doing the install to save the sale. That is what Members First looks like to me. ~Nina Jenzen DCM: TX, NM, AZ ~ SOServices Steve Ortiz Cedar Park, TX 2

3 INSTALLATION SUCCESS STORIES CONT D Streamline Above and Beyond A Member called to say what a great job our Installer Eric at Streamline Communications did for her this morning with the installation of her 55 TV. She said the communication since she purchased has been wonderful. She thinks Sears is great (despite the store selling the lower cost item and committing the installer to services out of scope, the installer remained professional and the changes to the order were invisible to the member). Member stated he went above and beyond what he needed to do and she is so pleased! ~Debbie Herthel DCM: UT,ID,MT,WY,CO,OK,KS,ND,SD,NE ~ Streamline Communications LLC Eric Siebert Lakewood, CO TOP PROVIDER PERFORMERS RECOGNITION ~ IN HOME November In-Home scores are in, congratulations to all installers in the top 20! 2014 GOAL Rank Provider Nov In-Home Score 1 ON PAR INSTALLATION INC - [ ] MAC INSTALLATIONS LLC - [ ] Hofferica Appliance Service Inc. - [ ] JENPE SERVICES, INC. - [ ] Precision Appliance Installation and Repair, LLC - [ ] Sun Plumbing & Heating CO. - [ ] VITO VINCENT SERRATORE DBA SERRATORE PLUMBING - 7 [ ] Mar-Lin Quality Finishes, Inc - [ ] geoff eiffert company llc - [ ] Appliance Install And Repair Specialists - [ ] ACHEY DOOR LLC - [ ] Rileys Delivery Service LLC - [ ] First Coast Delivery, Inc. - [ ] Mark A. Rosado Services Inc. - [ ] H2O PROS - [ ] Clark Installation Services Inc - [ ] Ryan Pro Appliance, Inc. - [ ] Hays Appliance Installations - [ ] Joseph f.gloeckner - [ ] Forbes & Son Construction - [ ]

4 COMPLIANCE CORNER New AS Manual Changes Below you will find the latest changes to the Retail Installation Authorized Servicer Manual. Please take a moment to review the entire list of changes as some will have an impact to the way you do business today. Attached also is a link to a copy of the AS Manual, please remove all outdated versions. To view the latest version of the Retail Installation AS Manual, please click on the link: ServiceLive App Now Required on Sears jobs Effective December 1, 2014, Sears is making the use of the ServiceLive Pro Mobile App mandatory for all Sears s installation orders. Your Authorized Service Manual has been updated to reflect these changes. If you have not already done so, please take a moment to download and familiarize yourself and your technicians with the current features and use. We understand that as with any new software, there is still opportunity for improvement. Through your 100% use of the new mobile app, we will be able to further identify those issues and ensure they are properly addressed in a timely manner. The ServiceLive Pro is a free App that not only enables you to become better organized and minimizes onsite paperwork, but 4

5 enhances the member experience through real-time order management. Below are some helpful links on downloading and using the mobile application. ServiceLive Pro Mobile App Requirements Smartphone with ios or Android based operating System: Click Here for complete list of supported devices Minimum of 3G data network service Click Here to download the Mobile App For training on using the ServiceLive Pro Mobile App Click Here Here is a list of the current tasks that must be completed via the App: View and update Service Order Details and summary on a daily basis. Track your total onsite Service time with one click, Check in and Departure (Note: Use of IVR call in number should be limited to areas where the data network service is unavailable.) Submit paperwork electronically after each job. Collect and store Customer signatures. Submit payment (Note: Payment submission is based on the permission level you assign to your technician, if you do not want your technician to submit for payment, please update their permission level via ServiceLive. Click Here for instructions on managing your team, permission levels can be changed under the Marketplace Preference tab) the technician will still be able to collect electronic signatures, photos and payment information. Upload and show before and after photos (mitigate liability claims). Please do not hesitate to contact your DCM/RCM for any questions or concerns you might have surrounding this new requirement. Mobile App assistance information: Mobile App Client Support , option 1) is available to answer general questions about the App (software compatibility, functionality, etc.) which is also available through the mobile app FAQ, reference instructions (Send Feedback). Any questions, concerns or recommendations that aren t included in the FAQ s list on the Mobile App should be escalated via to mobileapp@servicelive.com. 5

6 Background Recertification Process The Vendor Confirmation Program that all Authorized Servicers complete is a mandatory and an on-going process, recertification is required every two years from the last cleared background screening. The program ensures that Sears' members receive high standards of member safety, security and satisfaction. Authorized Servicer s owners and all employees of Authorized Servicer who may enter a member s residence or premises or who may have direct contact with members must successfully pass a criminal background check. ServiceLive will provide you instructions and a link via to securely submit the background screening as your Service Pro approaches day 30 of VCP expiration. Reporting ServiceLive System Related Issues Over the last couple of weeks, there have been reports of misdirected phone calls into our Sears Contractor Support line due to Providers feeling the effects of intermittent latency (system was running slower than usual or completely down for servicing) on the ServiceLive platform. Please note that Providers should contact ServiceLive Support directly whenever technical issues are experienced or whenever general assistance is needed to become more efficient in using the ServiceLive platform. To aid in achieving a more timely resolution on all ServiceLive system related issues, please report them in the following order: 1. Call ServiceLive Support at (Option 1). Note: Please do not contact the Sears Contractor Support line, as they will only direct you back to ServiceLive. 2. Notify your District Contractor Manager (DCM). ServiceLive Mobile App: For issues related to the ServiceLive Mobile App, the ideal method is to use the Feedback functionality built into the ServiceLive Mobile App. Note: Please go to Lesson 10 for the Mobile App within our ServiceLive Training site at As an alternative, you may also send Mobile App feedback by calling the number above with ServiceLive Support or by sending it to the address mobileapp@servicelive.com. Please have the following information included in all phone and correspondence on the 6

7 ServiceLive Mobile App and please ensure that you Cc your District Contract Manager (DCM) on s. Smartphone Make and Model Smartphone Operation System (ios or Android) ServiceLive Pro version (Current version is 1.0.5) Specific details on the error message(s) and order details will aid in the troubleshooting process 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. 7

8 MEMBER SURVEY QUESTIONS Member service is very important to Sears and every member that has an assembly/installation completed will be surveyed upon your 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. Question Survey Question 1: At any time did Sears initiate a reschedule of your installation to a later date? Survey Question 2: Was your installation completed to your satisfaction on our first visit to your home? Survey Question 2A: Did it require more than 2 visits to your home to complete your installation? Survey Question 3: Did the Installation Team's arrival time meet your expectations? Survey Question 4: How satisfied were you that the Installation Team made sure your Product was working correctly? Survey Question 5: How would you rate the Installation Team in terms of protecting your home or merchandise from damage? Survey Question 6: How would you rate the Installation Team for being professional and courteous? Survey Question 7: How likely are you to want the same Installation Team back in your home for a future installation? Survey Question 8: Did you purchase any additional services from the Installer at your home? Survey Question 9: How likely would you be to recommend Sears to a friend, considering the entire process from the time you made your purchase through the installation? Survey Question 10: How closely did the explanation of the installation process match what you actually experienced on the day of the installation? Scale Choice: 1=Yes Or 2=No Choice: 1=Yes Or 2=No Choice: 1=Yes Or 2=No Choice: 1=Yes Or 2=No Choice: 1-5 Choice: 1-5 Choice: 1-5 Choice: 1-5 Choice: 1=Yes Or 2=No Choice: 1-5 Choice: 1-5 8

9 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 9

10 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 10

11 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 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. 11

12 . 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 12

13 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 13

14 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 Directions on billing for Add-on services via the ServiceLive Website 14

15 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 6 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. 15

16 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 16

17 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 17

18 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

19 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 19

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21 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 not had time to read! 12/05/2014: Sears RI Authorized Service Manual 12/03/2014: Changes to the New Game Table Assembly Levels 11/28/2014: ServiceLive Pro Mobile App Mandatory for all Sears Installation Orders 11/07/2014: Provider Installation Newsletter November /30/2014: Product Assembly SPN: Auto Accept Changes Action Required 10/13/2014: New Work Order Guidelines 30 Day Grace Period Ends 10/06/2014: Provider Installation Newsletter October /22/2014: Home Appliance SPN: 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 Upcoming News: December 12/08/2014: Reporting ServiceLive System Related Issues 12/17/2014: Background Recertification Notices 21

22 AS MANUAL UPDATES One of the only constants in life is change; please review some of the latest changes to the Authorized Servicers Manual. Click Here to view latest version of the AS Manual. 22

23 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 23

24 8 Don t forget to contact the member tomorrow to confirm that you are in route. 24

25 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 25

26 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. 26

27 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. Happy Holidays From: Contractor Services Group 27