After Hours Proccess

8/4/2019 After Hours Proccess

1/19


2/19

Welcome To EDGE After Hours Process training.


3/19


4/19

At the completion of this module you will be able to:

Describe how the system applies contract coverage

Accurately apply the After Hours Policy and appropriately bill an account for AfterHours service


5/19


6/19

Previously, the third number in the contract coverage column was used to showresponse times. We no longer use this number to determine response time. Instead,several columns have been added to the Call Queue that techs are to use todetermine response time. Lets take a look at them next.


7/19

These columns include the Call Priority column, RT SLA and Penalty. The RT SLAcolumn takes the place of the third number in the coverage column, so that in thecall shown here highlighted, the RT SLA is three hours. Lets take a look at theentitlements.


8/19

As you see here, each entitlement level has specific items that are associated withit, such as with silver, parts, labor, drum and toner are all covered under thecontract. Youll note that if you have an entitlement that has a + sign after it, thatstands for connectivity hardware being covered such as the print board, fax board,etc. Lets take a look at the coverage template that you see on your Handheld.


9/19

Here were displaying several examples of the coverage template you see on yourhandheld along with an explanation of the coverage. Lets look at the first one onthe list. This one is 8X5X6 Gold+, which means they have contract coverage eighthours a day, five days a week with a six hour response time. The contract includeslabor, parts, drum, toner, staples and connectivity hardware. Notice that several of

the examples have OEM in the entitlement. Whenever you see OEM before theentitlement, there are special circumstances that exist. If you are uncertain what the

, .how your handheld treats contracts.


10/19

As long as there is an Active contract covering a MIF, the System will notautomatically invoice a customer for parts or labor. Regardless of when the SR isperformed (business Hours or After Hours). It doesnt matter if the Contractentitlement states 24X7, or 8X5X4, no T&M billing gets generated automatically.This is the way our Systems are configured today. Everything in the system is setup

to cover the MIF 24X7 if there is an active contract or warranty. The ContractCoverage (Entitlement) is an instruction to be interpreted by the Tech. It tells the

, .Hours (i.e. 8X5X4 Gold) then a tech understands (from process training) that theymust tell the System via an override in EDGE to bill the customer for an After Hoursservice call. Lets look at a couple of examples.


11/19

In this first example, the Contract Entitlement is 24X7 Gold and the Technicianperforms service at 10:00 p.m. You will debrief the SR as usual. Because they havecontinual coverage, DO NOT check the Bill for After Hours box and DO NOToverride labor. This means that No T&M billing gets generated. Complete the callwith customer signature.


12/19

In example two, the customer has a chargeable account. Complete the call asusual. An invoice will be generated.


13/19

In this example the Contract Entitlement is 8X5X4 Silver and the Technicianperforms service at 10:00 p.m. The MIF is not covered for After Hours Service underthe contract. You will review the After Hours Rates with the customer prior to drivingto the customer site.


14/19

You will provide the customer with cost estimate before beginning work. It isimportant to note you will need to check the After Hours box on the estimate screento apply the after hours rates.


15/19

Once the customer approves the estimate, complete the required service. On theClose screen, Check the Bill for After Hours Checkbox and override the laboramount to bill the customer the amount you quoted in the estimate. Even if you wantto use the labor amount automatically generated by the system when you check theBill for after hours checkbox, you MUST override the labor charge and enter that

amount; otherwise, the system will again apply the contract. Once you havechecked the Bill for After Hours checkbox and completed the labor override, Click

. .the Call Summary screen.


16/19

Your EDGE displays the total due (excluding tax). Review the amount with thecustomer. It is important to NOTE: if you dont intend to bill the customer, the laboramount must read $0. If it doesnt, return to the Close screen and override the labor.Before you zero out the labor charges, be sure you understand your local policies.The total to be invoiced is visible to the customer when they sign the EDGE screen.

Once the customer signs, Tap the Close button. The system will return you to theCall Queue.


17/19

Lets review the main points in this training. Remember that the system alwaysapplies contract coverage so you must manually select Bill for After hours to billcovered MIF and you must override the Labor to apply the hourly rate. There is adocument available entitled Process Clarification After Hours Billing that lists theinformation provided here. You can get the document from your FSM. In addition,

there is a document based on this presentation that is available to you by followingthe link in the training communication that was posted to the FSM HUB.


18/19

Refer to your Training Announcement for your next steps.


19/19

Thank you for your participation in this training simulation. To exit the presentation,Click the X in the upper right hand corner of the screen.

After Hours Proccess

Documents

Transcript of After Hours Proccess