nationserve portal launch
TRANSCRIPT
NationServe Portal Launch
Anndi JohnsonNationServe Manager
April 7, 2011
Confidential
NationServe Portal
A WebEx presentation for the new portal was held on April 7th. The below link is a recorded version of the WebEx that can be played back at anytime. This can be used for any person who was unable to attend the session but would still like the information.
To launch the recorded session, copy the link below into your internet browser.
https://overheaddoor.webex.com/overheaddoor/lsr.php?AT=pb&SP=EC&rID=17424357&rKey=705b8879c1d8e8a2
For any questions or concerns regarding the portal or this presentation, please contact NationServe at 1-800-935-4745.
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- Why is NationServe providing this training?
NationServe is providing this training as we are going to launch our NationServe portal next week. Using the Portal will change the way work orders are received.
- What is a Portal?The portal is a web based program which allows NationServe service providers to review and update dispatches received. When a work order is accepted, it notifies the NationServe team of the status and whether or not it has been scheduled for service. NationServe can also advise customers quickly as to the status of their work order. To Access the website for the portal, go to http://nationserve.overheaddoor.com
- How does this change how service providers currently receive NationServe work orders?We currently email (sometimes fax) work orders direct to a given set of email addresses. We send the work order as a PDF attachment. This process will change as the service provider will still receive an email from NationServe; however it will direct the service provider to the website to accept / decline the work order. Once the work order is accepted, the service provider will be able to see the information and schedule the service work. NationServe will have the ability to see if work has been accepted or if it will need to be redirected to another service provider. More information on accepting work orders will be provided throughout this presentation.
- What happens if I do not have internet access?If you wish to still be considered as a service provider for NationServe, we highly recommend you invest in the necessary tools to enhance your business, our business, as well as the customer’s expectations and requirements. Utilizing the Portal will be a requirement of our service providers. Since our old process dispatched work orders via email, the new process will just eliminate the attachments from email to email.
- Why do I want to be part of this change?By accepting work orders through this portal the service provider will have the opportunity to perform a commercial service call. The standard service call can range anywhere from $200 - $1000+ dollars. The service provider will also have detailed information to work that has been assigned / performed in one easy location. Why use the Portal? Log in / Perform Work / Get Paid!
NationServe Portal
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Welcome Screen!
When you log into the portal, this is the first screen you will see. It will welcome you to the portal and the log on button will need to be entered or if “Work Orders” tab is chosen, it will prompt for proper long in credentials.
To get to the portal go to http://nationserve.overheaddoor.com
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Log On Screen
Since this will be a new program, the service provider will be required to “Sign Up” to be able to gain access to the portal. Once signed up and a User Name and Password are created, the service provider can continue to Log on through the portal.
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Sign Up Page
This is the Top of Page….The service provider will need to scroll down on website to see complete list of Terms and Conditions of Use and Access. This will also show the “Agree Button” at bottom of page.
At the bottom of the Sign up page, the service provider must click the “Agree to Conditions of Use” Button. See Arrow to right. Not clicking this will not allow the service provider to proceed to sign in or view work orders.
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Sign up information screen…
This screen will allow the service provider to create a User ID / Password. The rest of the information will need to be filled out as well and then the “SUBMIT REGISTRATION” button will need to pressed. This will send an email to our IT Department to allow approval of the service provider to access the portal.
If the service provider already has access to ODC Exchange, they will NOT need to recreate a new User ID and Password to access the NationServe portal.
Distributors can register as many emails as necessary for their commercial service teams to have access to the Portal to retrieve work orders.
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Email Confirmation
The emails you receive will be very similar to standard emails. Watch the subject line to advise when a new work order is pending in the portal.
“New Work Order Notification from Overhead Door CRM:00001005”
Once the User Name and Password have been created, we will add you to our dispatching rotations. These rotations are based on zip codes. When a new work order is available for you, an email will be sent to the list of emails on file for your location and it will look similar to the email below. *Please note, not all emails will look like this. It will vary by internet service provider.
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Email Confirmation
Once a user name and password are received, the information can be entered on the Log On screen.
Enter User Name / Password and then click the “Log On” button.
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Once logged in…Search for Work OrdersIn Example 1, It provides specific areas you can search for work orders, such as Tracking Number or Customer Name., or you can use the drop down feature under Status will help you search quick and easy for new orders as well.
Example 1
In Example 2, you will find a list of work orders that have been previously dispatched and the status of each.
Accepting a New Work Order…
When a new work order arrives, the service provider will need to click on the Work Order Acceptance box.
Click on the red highlighted “Terms and Conditions” box for information on accepting the work order.
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Work Order Information
The arrow above is showing the status of the work order. In this example it is showing “In Progress”. The information in the parentheses is auto filled by the NationServe dispatcher. The most important information is the Priority and the Not to Exceed amount noted. We will discuss priority description in a few slides.
Here you will find the work order Priority as well as the Not to Exceed amount!
Accepting a New Work Order…
On high priority work orders, the Estimated Date of Completion field will be automatically filled in by the NationServe team. All other priorities, will require service provider to input the estimated date of service.
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Job Completion InformationThis screen is the most important screen for the distributor to keep updated. It needs to be updated as soon as possible once job is completed or after the first trip to the store. (Please try your best to complete the job in one trip by stocking necessary parts to service the customer’s doors.)
By clicking on the arrow, it opens up options regarding status of work order. Options are Job Complete, Declined, Parts on order, Proposal sent to NationServe.
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Updating work order
Product Type can be changed to reflect whether product is OHD or another manufacturer. By updating this as well as the estimated job completion, it allows us to report to the customer how quickly we can complete the service order.
When parts have to be ordered, or the job is not complete, please do not send in the invoice. We cannot invoice customer until job is 100% complete.
Almost ready to Save / Print…
Service provider will need to chose product type, update estimated completion date, and note Parts Ordered (as necessary). If a copy of the Customer Sign-Off Sheet or Fire Test Sheet is required, the service provider can access a copy on one of these tabs.
Job Cost section is important as well. Please breakdown costs and enter your invoice number. This will help us with any invoicing questions.
Now it is time to Save Work order or Print the Page for the technician to take to the job site!
Work Order is now updated! Congratulations!
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Things to Keep in Mind…
***WORK ORDERS ARE TIME SENSITIVE!***
•Upon receiving the email, the Distributor will have a time limit to log into the portal and accept the work order. This will start the tracking process.
•If the work order is not accepted in a timely manner, it will be assigned to another distributor.
•Please make sure whoever you choose at your location to have email access to the portal, checks their emails routinely for incoming work orders.
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Priority of Work Orders•High Priority / Emergency ServiceAny service calls received as High Priority are considered emergency service calls. Response time to the customer must receive service in 2-4 hours (or less). If you are unable to make it at this time, please notify NationServe immediately with a time you could be available and we will advise the customer of your teams availability or seek another distributor. The NationServe team will continue to contact each location via telephone for emergency service calls.
•Medium Priority Any service calls received as a Medium Priority will need to be serviced within 12-24 hours. If you are unable to make it during this timeframe, please contact the NationServe team so we will discuss with the customer and advise them of the time your team will be available.
•Low Priority / Standard ServiceAny service calls received as a low priority will need to be serviced within 24-48 hours. If you are unable to make it during this timeframe, please contact the NationServe team so we will discuss with the customer and advise them of the time your team will be available.
For service calls on the weekends, NationServe will continue to contact locations by telephone. Please make sure we have accurate phone numbers for after hours, weekends, and holiday circumstances. The portal would be expected to be updated the next business day.
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Actions Required To Begin…
•Make sure NationServe has accurate email addresses for your location. Email [email protected] with any appropriate changes / additions.
•Gain log in information to Portal. (User Name and Password)
•Make sure emails are monitored routinely for updates.
•Accept / Decline work orders and provide an estimated completion date.
•Keep Portal Updated: Who signed for the work, When was work completed, Parts on order?, Parts shipping?, Job costs updated, etc.
•Make sure you pay close attention to the “Priority” of the work order.
•Make sure the Not to Exceed amount is understood and any work not covered by the Not to Exceed, includes a proposal to the NationServe Team.
•Continue to submit proper documentation of work orders including stamps / signatures as required. The portal does not exclude this process yet.
•Too much communication is NOT a bad thing. If there are any questions, contact the NationServe team for guidance.
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Questions and Answers…Question: Answer:
What is a portal? The portal is a website based program which allows NationServe to quickly review and react to dispatches we send. When a service provider answers accept or decline to a work order, it notifies the NationServe team of the status of the work order and whether or not it will be scheduled for service. We can also advise our customers quickly as to the status of their work order.
How does this change how service providers currently receive NationServe work orders?
We currently email work orders (sometimes fax) direct to a given set of email addresses. We send the work orders as attachments. This process will change as the service provider will still receive an email; however it will direct the provider to the website to accept / decline the work order. Once the work order is accepted, the service provider will be able to seethe information and scheduled the service work. This will allow NationServe the ability to see if work has been accepted or if we need to redirect to another service provider. More information on accepting work orders will be provided throughout this presentation.
What happens if I do not have internet access? If you wish to still be considered a service provider for NationServe, we highly recommend you invest in the necessary tools to enhance your business, our business, as well as the customer’s expectations and requirements.
Why do I want to be part of this change? By accepting work orders through this portal the service provider will have the opportunity to a commercial service call. The standard service call can range anywhere from $200 - $1000+ dollars. Log in / Perform Work / Get Paid!
My page prints out blurry or on more then 3 pages. What is wrong? Your browser (internet explorer) will need to be updated, upgraded to a newer version. Please go to the internet explorer website to update your system. We recommend internet explorer 7.0 or higher.
How will I know if I have been paid? Once our invoicing department receives and process your invoice you will receive an email stating your invoice has been process please allow 3 business days for the credit to reflect on your account or standard shipping times for check request.
Will I receive any notification if I am missing any documents upon submitting my invoices?
Yes, you will receive an email stating please resubmit all document for payment. This is not a portal generated email though. If you have submitted your items to NationServe and you do not see the work order updated in the Portal as "Invoiced" you will want to contact us or resubmit the information to ensure paperwork is received and processing for payment.
How will emergency, holiday, and after hour calls work? We will continue to call each location when we receive an emergency service call. If your technician cannot reach a computer to update the portal, the NationServe team will update the portal with the information after speaking with the service provider. The service provider can then update the portal on their next business day.
What if the technician does not have a copy of the work order print out? if the technician does not have the work print out, they will still be required to have the store stamp / customer signature on any work order or service request they have available in their trucks. The signature and stamp pages will still be required to be submitted to NationServe with invoices for payment.
Do we still need to send signature pages with our invoices? Yes. Signatures, store stamps time in/out documents will still need to be submitted to NationServe. The portal just helps us be able to have a legible copy of the information to provide to the customer.
Who do we need to contact to confirm that our email addressess are up to date and current?
Please contact NationServe at 1-800-935-4745 to confirm the list of emails for your location.
How do I access the Portal? The portal can be accessed at http://nationserve.overheaddoor.com Once the site pops up, you will be able to log in.
Can Multiple email addresses be put into the system for contact of new work orders?
For notification of work orders in Portal, we can only allow up to three emails per location. For access to the portal, you canhave as many users as needed to review work orders.
Do we still fax paperwork to NationServe or is there a way to attach it to the work order?
All documents completed by the installer, including store stamp/ signatures, and your invoice, will need to be send to NationServe via email, fax, or standard mail.
Just to be clear we go in and accept the work order and save and then we have to go back in to the work order and enter an estimated time of arrival and have the ability to print the reports?
Yes! You would accept the work order and then go back into the workorder and update the estimated completion date / time. The only time you will not have to do this is for High Priority (emergency) calls. The system will autofill this information in.
For a list of questions and answers regarding the Portal, please see the “About” section on the home page of the Portal.
NationServe Dispatching [email protected]
Fax # 972-528-1047
Anndi I. JohnsonManager, NationServeOffice: 469-549-7190
NationServe Invoicing [email protected]
Fax # 972-528-1046