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Watts Water TechnologiesIES Support Manual

Watts IES Support Manual

ContentsPart 1 - IES Introduction 1. What is IES? ................................................................... 1 2. Typical Mail Process ........................................................ 2 3. Receiving Your First Mail Notification ............................ 2 4. System Security ............................................................... 3

Part 2 - User Functions

1. Who is an IES user? ........................................................ 5 2. The Home Page .............................................................. 6 3. Viewing Mail .................................................................. 7 4. Finding an E-Mail or Customer Account ........................ 15 5. Manage Your Account ..................................................... 17

Support

1. Contact Information ....................................................... 18

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Part 1IES Introduction

What is IES?

As the company grows and the Internet becomes a preferred means of communicating with customers, systems to better manage these correspondences must be implemented. IES (Interactive E-Mail Service) is an applica-tion designed for the evolving communication needs of Watts Water Technologies Inc.

IES manages all e-mail coming from any Watts Web Site to our Customer Service Departments. When a cus-tomer submits a form or request on the site, the e-mail is sent to IES where it is then sorted and assigned to the correct customer service representative. The system manages all correspondence between the customer service representative and the customer.

IES is built on ASP (Active Server Pages) web technology, and because the system is web based it can be acces-sible from anywhere in the world at anytime. This allows the company to be connected to customers like never before.


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The Typical Mail Process

A customer fills out a web form off of a Watts Water Technologies web site.1. IES processes the e-mail.2. The appropriate service representative is notified via e-mail.3. The customer is notified that the e-mail has been received and is being processed.4. The customer service representative logs into IES and replies to the e-mail.5. The customer receives the e-mail and can either e-mail back or close the cycle.6.

Receiving Your First E-Mail Notification and Launching IES

Congratulations, you have received your first IES e-mail notification. Ok, what to do now?

Open the notification e-mail.1. You’ll notice in the e-mail that any type of direct customer contact information has been removed. This 2. is a system security measure to ensure that all replies are done through IES. Click the link at the bottom. This link will take you directly to the IES login web page.3.

How do I get to IES without a notification e-mail?You can always bookmark the web page URL and access it directly rather than linking through the e-mail. IES is a web portal application, so it can be accessed from anywhere directly.

Web Linkhttp://ies.wattswater.com

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System Security

Signing into the SystemBy now you have either linked directly to the IES web page, or you have clicked the link within an e-mail notification.

The login screen is shown in Figure 1.2

Figure 1.2The login screen

Log Into IES:Enter your company e-mail address.1. Enter your IES password.2. Click Login.3.

Feature: “Remember me on this computer”Remember me on this computer can be used for quick login. By checking off this box, your e-mail address will be saved and you will only be required to supply a password when logging into the system.

Note: If you do not remember your password it can be requested by sending an e-mail to [email protected]

Session Time outYour will be automatically logged out of IES if you are inactive for 15 minutes. To log back into the system follow the steps on how to log in.


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Part 2User Functions

The system gives users the ability to do many things they were not able to do previously such as: check new mail, send customer responses with both web attachments and file attachments, sort old mail, search for ticket numbers and manage customer accounts.

Who is an IES user?

IES Users are defined as Watts Employees in a role of responding to customer questions and requests. These users may come from many different groups and companies in the organization, including but not limited to: Customer Service, Technical Service, Specification Services, and Literature Fulfillment. This section will explain the different functions a user has to communicate with their customers.


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The Home Page

Welcome to the IES home page. This is the main system screen, and will be used as a launching pad for the different functions of IES. Figure 2.1 shows a screen shot of the IES home page.

The page is broken up into four main sections:

Header Navigation.1. Sorting Features.2. Unassigned NEW MAIL.3. Your assigned OPEN MAIL4.

Header Navigation

Inbox The home page, where you can see new unassigned mail. Closed Mail Your completed mail over the last 30 days. To find mail older than 30 days, use the search functions.Your Account Manage your account information.Ticket Search A quick ticket number search box where you can enter the ticket number you are looking for.Advanced Search Find mail or user accounts through different advanced search techniques.

Figure 2.1The home page screen

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Sorting Features

IES gives you the ability to sort your new and open mail by category.

Find the dropdown menu labeled “Sort By” the default is “All Categories.”1. Select a category from the dropdown menu, only those categories you have access to will be displayed. 2. The new and open mail areas will filter accordingly. To get back to all categories, select the “All Catego-3. ries” option from the dropdown.

Note: This featured is also available on the closed mail page.

New Mail

This area shows all currently unassigned mail in those categories you have access to. Anyone in your group who also has access to these categories can see e-mails located here. Once you open an e-mail, you have claimed ownership of that ticket. The e-mail will be moved to your Open Mail area, and other customer service representatives logging into the system will no longer see this e-mail in new mail.

Open Mail

Open Mail is the area where mail that you have claimed ownership of, but have not closed, resides. You can leave mail here as long as needed, but after 24 hours the ticket will go RED notifying you that it needs to be responded to.

The only people that can see your open mail are yourself and your manager.

Viewing MailTo View a Mail Item:

Click the Ticket Number or Subject of an e-mail on any screen within IES.1. The mail item will be opened in a new pop up window. 2.

Note: If the window does not open, please ensure that you do not currently have pop-up blocking software run-ning, and that JavaScript is enabled on your browser.

The Main Mail Window Overview

The Mail Window Consists of 5 sections:

Navigation1. Header Information2. Customer Information3. Subject and Original Message4. Response History5.

For an example of the mail window, see Figure 2.2


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Figure 2.2The mail window screen

Navigation

Reply•Transfer•Print•Close•

Reply Click this link to respond to the e-mail you are viewing. Note: This option is only viewable if you are the owner of the e-mail you are currently viewing.

TransferThis option gives you the ability to transfer the e-mail to a different group better suited to answer the customer.

Ex: A customer submits a product technical question to the Watts Literature Department. The Watts Literature Department has the ability to transfer this e-mail to the Watts Technical Group.

Note: All users have this ability, but history is tracked and forwarded to management. Transfers can only happen on new or open mail.

PrintPrint the e-mail ticket and it’s history.

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Close WindowCloses the Mail window.

Header Information

ID #The Ticket ID Number. The customer has been asked to reference this number on all correspondence.

Original Message DateThe date the first e-mail was sent from the customer.

Customer Information

A view of the customer’s contact information. Customer information can be edited by clicking the Cus-tomer’s Name or the View User Account Information link. Customer information can be copied to your desktop clipboard by clicking Copy Basic Information to Clipboard (This feature is available only available to those using Microsoft Internet Explorer).

Subject and Original Message

The original subject and message sent from the customer.

Response History

Response history is all e-mail sent back and forth for this ticket.

Subject•User (Responder)•Date•

Subject Response Messages can be viewed by clicking the subject link.

Note: Items saved in draft are only clickable to the owner of the E-mail. Mail items currently saved as a draft will open to the response form while sent messages will open in text view to be read.

UserThe customer service representative or the customer that has sent the response message.

DateThe date the response was sent.


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Replying to and E-mail

In the mail window, click Respond in the upper left hand corner.1. Fill in any necessary CC or BCC accounts.2. Compose your e-mail3. Spell check.4. Add applicable web links.5. Add applicable file attachments.6. Click Send or Save Draft.7. Select Close Inquiry, or Leave Open for future correspondence.8. Select Complete.9.

Note: Mail is sent from alias accounts, as to keep your personal account private. The From field is not editable.

Figure 2.3The response window screen

Using the Spell Check Feature

IES has a built in spell check feature on outgoing mail as seen in Figure 2.4. To use the Spell Check feature when composing an e-mail:

Type your e-mail message1. Click the ABC icon2. Fix misspelled words, you can use the suggestions or not.3. Click Done4. Click Ok5.

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Figure 2.4The spell check feature

Adding a Web Link to a Reply E-mail

IES has the unique ability to append links to files located on our web sites at the bottom of you outgoing e-mails. This feature can be used to send PDF documents currently hosted on our web sites to users. We recommend web links over attachments as they do not increase the file size of the e-mail being sent to the customer. For a visual example of how to add a web link, see Figure 2.5.

In the response window click Add A Link Attachment.1. Select the appropriate web site.2. Enter a Product Keyword, Ordering Code or UPC.3. Click Search.4. Check off the literature files you would like to append.5. Click Attach Selected.6.

To remove a web link, click Remove to the right of the link in the web links table.

Note: You can append as many web links as you would like, there is no limit. Try to utilize the Web Link Method whenever possible. Web Links will not be saved if the e-mail is not sent or a draft is saved.


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Figure 2.5The web link attachment search form

Figure 2.5.1The web link attachment results page.

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Adding a File Attachment

IES File Attachments work similar to normal e-mail attachments. Figure 2.6

In the reply window click browse to find a file on your computer1. Browse to find the file you are looking for and click Open2. Click Attach File3. Large files may take a moment to upload4.

Note: There is a 5MB file attachment limit per e-mail. Try to utilize the Web Link Method whenever possible. File attachments will not be saved if the e-mail is not sent or saved as a draft.

To Remove a File Attachment, click Remove to the right of the attachment filename.

Figure 2.6Attaching a file

Saving a Reply as a Draft

IES gives you the ability to save an e-mail response as a draft. This gives you the flexibility to begin a reply, save it and come back to it at a later date.

From the reply window, fill out the E-mail message following the same steps as if you were going to reply 1. to the message.Instead of selecting Send, click Save Draft2. E-mails with a draft will be moved to your Open Mail area on the home page.3.


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Open a Previously Saved Draft

In the e-mail window, select the draft from the response history. Drafts are labeled with a green draft 1. next to the subject.Continue to edit your draft.2.

You may edit and save as a draft as many times as you would like.

Note: Drafts can only be opened by the user that crated the draft originally.

Transfer An E-Mail to Another Account

Often times a customer may inadvertently fill out a question on the wrong web form and notification will be sent to the wrong group. To transfer an e-mail to another group, follow the steps below.

Open the e-mail window.1. Select Transfer on the top navigation2. Select the appropriate group to transfer the mail to.3. Enter an optional message. This message will be sent to the group the e-mail is being transferred to.4. Click the Transfer button.5. The window will close automatically, a transfer notification will be sent to the transfer group.6.

Figure 2.7Transfer an e-mail

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Recommend an E-Mail

Users have the ability to recommend an e-mail for different uses after it has been sent to the customer. You will be presented with the recommendation screen after hitting Send when replying to a customer. To rec-ommend an e-mail:

Fill out the response window and submit your response.1. Check the appropriate recommendation boxes.2. Click Complete.3.

There are currently two available recommendation categories:

Recommend For FAQThis will send a notification e-mail to the user responsible for the Watts Frequently Asked Questions Database, to review your correspondence with the customer and extract pieces to be used on the FAQ.

Recommend For WebThis will send a notification to the web team to fix potential issues or confusing pages on the web site.

Forward an E-Mail

Users have the ability to forward an e-mail to someone outside of the IES environment. To Forward an e-mail, click the Foward button in the mail window header, enter a To: address, fill of the e-mail normally, hit send. Forwarded e-mails will be closed after sending.

*Note: Forwarding e-mails should only be used when the question should be directed to someone outside of IES. Users should use Transfer if the e-mail should go to someone in the IES environment.

Comment Notes

Comment Notes are to be used when information needs to be attached to a Ticket, but will not be sent to a recipient. Comment Notes can be used by anyone on any Ticket, regarless of ownership.

Finding an E-Mail or Customer AccountFrom time-to-time a customer may send a new request referencing an old Ticket Id, or call on the phone referencing a Ticket Id. There are several ways to search for past e-mails.

Quick Search

If the customer has supplied you with a ticket number, you can simply go to the Ticket # Search box located in the top navigation of the main window.

Enter the ticket number into the search box.1. Click Go!2. Select the e-mail from the results shown.3.


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Figure 2.8Using the Advanced Search Feature

Figure 2.8.1Search Results

Confirm with the customer that the e-mail you have found, is the correct E-mail.4. Advanced Search

A customer may not know the Ticket Id in which case you will need to use the Advanced Search Feature. Figure 2.8

To get to the Advanced Search Page, select Advanced Search from the top navigation bar on 1. the main window.Fill out the form.2.

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Search By Keyword

Use the keyword field to look for certain terms in the database. The default setting is to search all response messages as well as customer e-mails. To limit the search, remove the check. Search By Name

Find all of a customer past e-mails, by searching by either their first name, last name or both.

Search By E-Mail Account

Find all of a customer’s past e-mails, by searching their e-mail account.

Click Search For Mail 1. Your results will be shown.2. To return to the form, either select Advanced Search from the navigation bar, click your browser’s back 3. button or click Search Mail from the breadcrumb trail.

Managing Your Account Information

You may never need to change your IES account information, but in the event that you do, the feature is available by following the steps listed below.

Select Your Account from the main page navigation bar.1. Update your contact information2. Hit the Submit button3.

Note: IES is not currently linked to CIM. The changes you make to your IES account/password will not affect your CIM account and visa-versa.


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Contact Information

Technical and Administrative [email protected]

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