PLANNED MAINTENANCE · PLANNED MAINTENANCE DealerAdministratorManual...

PLANNED MAINTENANCE

Dealer Administrator Manual© 2009 H-D. Harley-Davidson and the Bar & Shield logo are among the trademarks of H-D Michigan, Inc. HDPM-DAM Rev 11/09

Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 2

The Planned Maintenance Portal

www.hdplan.com

Harley-Davidson Financial Services Planned Maintenance Portal has been specifically designed to meet theneeds of our valued dealers. The simple structure and easy navigation will provide you with quick access andmaneuverability throughout the site. Our objective is to provide you with a quick, easy and useful tool to manageyour Planned Maintenance product. The portal is available to you 24 hours a day and contains readily-accessible“real time” information.

We’re pleased to be able to provide this information and encourage you to take advantage of this valuableresource. If you should experience any problems using this site, or have any suggestions or comments, we askyou to please contact the program administrator at [email protected] or call us at 866-469-0253.

The Web site can be accessed at www.hdplan.com.


Table of ContentsLogging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Planned Maintenance Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Dealership Set Up and Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Accessing Maintenance Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Maintain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Lender Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9E-mail Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Interval Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Entering Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Searching for a Contract. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Editing a Contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Remitting Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Declining Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Viewing Declined Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Reactivating Declined Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Repair Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Adding a Repair Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Viewing a Repair Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Claims Remittance Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Breakage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Non-Remitted Contracts Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Active Maintenance Program Reserve Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Upsell Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Printing Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Exporting Reports to Excel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

The Drop-Down Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Contracts Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Service Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Administration Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Reports Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45


Logging In

Access the Member Site at www.hdplan.com.


Planned Maintenance Portal

Upon logging in, you will reach the Harley-Davidson Planned Maintenance Portal, outlining all available functionsof the Web site.

From here, you can navigate to any page on the Web site. You may also use the drop-down menu to navigatethrough the site.

Drop-down menu


Dealership Set Up and Administration

Accessing Maintenance Plans

Dealer Administrators will have the ability to customize the maintenance plans by establishing their dealermargin, setting up the dealership’s service intervals, managing users and lenders, and editing customer e-mailtemplates. These functions will be found under the Administration Menu.


Maintain

The dealer will have access to various maintenance functions on the Web site. These functions include

• Dealer Margin Set-Up (Plan Maintenance)

• User Maintenance

• Lender Maintenance

• E-mail Template Set-Up

To access Maintenance functions:

1. Select Administration

2. Select Maintain


Plan Maintenance

Plan Maintenance is where the dealer enters the predetermined dealer profit margin to be made on each plannedmaintenance plan.

To change the dealer profit margin:


2. Select Maintain

3. Select Plans

4. Double-click on the existing plan margin you wish to adjust

5. In the field labeled Dealer Margin, type in the amount of dealer profit to be made per contract sale

6. Select Save


Maintaining Users

The dealer administrator will be able to add, edit and reset passwords for users of the Web site. He/She will beallowed to add additional sales and service users.

To access User Maintenance:


2. Select Maintain

3. Select Users


Adding Users

The dealer administrator may need to add additional sales and service users, which can be accessed from theUser Maintenance screen.

To add a User:


2. Select Maintain

3. Select Users

4. Select Add New User button

5. Type in the required information

6. Select Save


Resetting Passwords

The dealer administrator may need to reset the passwords of current users, which can be accessed from theUser Maintenance screen.

To reset a password:


2. Select Maintain

3. Select Users

4. Select the Reset button next to the User for whom you are resetting the password


Lender Maintenance

The dealer administrator can add and edit Lenders from the Lender Maintenance screen.

To access the Lender Maintenance screen:


2. Select Maintain

3. Select Lenders


Add a New Lender

The dealer administrator can add and edit Lenders from the Lender Maintenance screen.

To add a new Lender:


2. Select Maintain

3. Select Lenders

4. In the fields provided, type in the lender information

5. When all fields are complete, select Save

Add new lender


Editing an Existing Lender

The dealer administrator can edit existing Lenders from the Lender Maintenance screen.

To edit an existing lender:


2. Select Maintain

3. Select Lenders

4. Double-click on the lender whose information you wish to change

5. Once the information appears, make the necessary changes

6. When all changes are complete, select Save

Edit existing lender


E-mail Templates

The dealer administrator will have the ability to modify the mass e-mail that will be sent to customers. These e-mails include:

Customer Enrollment Welcome Letter

Customer Service Reminder

Customer Cancellation Notification

To access E-mail Templates:


2. Select Maintain

3. Select E-mail Templates

4. Select Save when finished editing


Interval Assignment

The dealer administrator will be responsible for managing the service intervals the dealership offers. The dealerwill be expected to add or remove optional services available at each interval as well as add or remove optionalintervals.

To access the Interval Assignment screen:


2. Select Interval Assignment


Adding and Removing Optional Intervals

There are two optional service intervals available: 2500 and 7500 service.

To add Optional Service Intervals:


2. Select Interval Assignment

3. Select the Add/Remove Optional Service Intervals button

4. Select the interval you would like to add or remove, such as 1,000 or 5,000 — if the option is gray then it hasalready been selected

PLEASE NOTE:All Changes madeare intervalspecific and willnot carry over tothe other intervals.


Adding and Removing Optional Services

Select an interval to see what services are scheduled. Each interval has a list of required services.

All services highlighted in orange are required services for that interval. All services highlighted in gray areoptional.

To add Optional Services to an interval:

1. Select an Interval button (1000, 2500, 5000, 10K, etc.).

2. Select an Optional Service to be added to Interval.

3. Drag the selected service from the Optional Service Items on the right to the Included Service Items list onthe left. Optional services will be added to the bottom of the list.

4. To remove optional services from an interval, click and drag them to the Optional Service Items box locatedon the right.

5. Select the Save button to save changes to the interval.

Save

PLEASE NOTE:All Changes madeare intervalspecific and willnot carry over tothe other intervals.

Click and dragoptional servicesas desired


Setting Labor and Parts Rates

Beneath the services available are the recommended parts and labor rates as well as a field for the actualreimbursement amount for each interval.

To set labor rates for an interval:

1. Select an Interval button (1000, 2500, 5000, 10K, etc.).

2. At the bottom right of the screen, beneath Optional Service Items is the input field for the actual parts andlabor costs. The reimbursement amount will automatically calculate.

3. Select the Save button to save any changes for the interval.

Input Actual Parts and Labor Rates

Save


Contracts

Entering Contracts

1. Under the Contracts drop-down menu, select Add New.

2. Type in the customer information.

3. The customer has the option of providing an e-mail address to receive reminder e-mails. If this option isselected, specify the frequency of receiving the e-mails, which is anywhere from every month to once everysix months.

4. Upon reaching the VIN field, type in the VIN, then select Decode. This will automatically provide the year,make and model of the motorcycle.

5. Select the Plan (2yr/3svcs, 3yr/4svcs or 4yr/5svcs).

6. Enter the current odometer reading. The Starting Interval will automatically change based on the CurrentOdometer but can be adjusted to fit the customer’s needs.

7. The Retail Price is automatically generated based on the information collected. This price includes thedealer margin. To change the dealer margin for a sale, select Adjust. A field will appear where the profitmargin can be changed.

8. Select a Lender from the drop-down menu. If your lender does not appear in the list, you may add one byselecting Add New and then typing in the required information.

9. To save the customer information, select Save. To erase the customer information, select Reset. Once yousave the contract, you will have the option of viewing and printing the completed form.


Searching for a Contract

To search for a contract, use the Search option under the Contracts drop-down menu.

You may search using the following options:

• VIN

• Name (Last or First)

• Repair Order Number

You may enter as much or as little information as you have available. The search will provide a list of contractsthat meet the criteria provided.

From this list, you may reprint contracts, edit contracts or add Repair Orders.

You may also sort the information by selecting the column headers in the table.


Editing a Contract

From the search list, you are able to edit a contract.

Select Edit for the contract.

You will see the Enter a Contract screen, only with the customer’s information completed. At this point, you mayupdate and change the customer information.

The information will update once you save the contract.

Edit


Remitting Contracts

Using the Contracts drop-down menu, access the Remit option. This option generates the list of enteredcontracts to be remitted to Safe-Guard. Once a contract is remitted, it is held for payment. When payment isreceived, the contract is activated and eligible for reimbursement.

To remit contracts:

1. Select the Contracts drop-down menu.

2. Select Remit. This will generate a list of entered contracts.

3. Select the approved contracts in the Accepted column by checking the boxes in the row of the customer. Ifall the contracts are approved, use the Mark All Accepted button located in the lower-left corner. Contractsmay also be deselected using the Deselect All button.

4. Select the Remit Accepted Contracts button to submit approved contracts.

5. A Remittance Register with the total amount due will be generated.

6. Print the Remittance Register, and send it to Safe-Guard with a check for the amount due. PLEASE NOTE:CONTRACTS ARE NOT ACTIVE UNTIL PAYMENT HAS BEEN RECEIVED.

Print and mail with a check to:Safe-Guard Products International, LLC3500 Piedmont Rd NESuite 400Atlanta, GA 30305


Declining Contracts

From the Remit option, you are also able to decline a Contract. Should the contract be declined, it is from thisscreen that the Decline option is selected. Doing this moves the contract from the Remit list to the Declined list.

To decline contracts:


2. Select Remit. This will generate a list of entered contracts.

3. Next to each customer listed is a button that reads Decline. Select that button for each customer for whomyou will not submit paperwork.

4. The contract will be marked declined, removed from the Remit Contracts list and added to the DeclinedContracts list, where it can either be reactivated or permanently deleted.


Viewing Declined Contracts

Using the Contracts drop-down menu, you can access the Declined Contracts list. This list shows all thecontracts declined by a dealership. From this list, these contracts can be reactivated.

To see the list of declined contracts:


2. Select Declined. This will generate the list of declined contracts.


Reactivating Declined Contracts

From the Decline option, you are also able to reactivate a Contract. This list shows all the contracts declined byyour dealership. From this list, these contracts can be reactivated. Once a contract is reactivated, it is movedback to the Remit Contract list.

To view reactivated contracts:


2. Select Remit. The reactivated contract will appear on this list.

To reactivate contracts:

1. Select the Contracts drop-down menu

2. Select Declined. This will generate the list of declined contracts.

3. Select the Reactivate button next to the customer whose contract you would like to reactivate. Eachcontract must be reactivated individually.


Repair Orders

Adding a Repair Order

From the Contract page, there are two options to enter a Repair Order for a contract.

1. Double click on the customer’s name. This navigates to a screen showing the customer’s information, planservices and a list of all Repair Orders submitted for that customer. Click the Add Repair Order button.

2. Select Add from the R.O. column to the left of the customer’s VIN. This navigates to a page specifying all therequired Repair Order information.

Add

This is the screen you see when youdouble click on the customer’s name.


Adding a Repair Order — continued

3. The Service Technician is responsible for entering the required information for the Repair Order. All fieldswith an asterisk are required.

4. Should the Total Repair Order Amount differ from the Reimbursement Amount, a field will appear requiringthe Service Technician to add Upsell Notes.


Viewing a Repair Order

To view a customer’s Repair Order, double click on the customer’s name from the Contract Search page. This willnavigate to a screen showing the customer’s information, plan information and all the Repair Orders submittedfor the customer. The option to add additional Repair Orders or print additional copies of submitted RepairOrders will also be available on this page.

Contract List screen


Reporting

From the Reports Drop-Down Menu, you are able to generate reports for the dealership’s production. There arefive reports available:

Claims Remittance Shows the claims remitted for a date period and totals them up. This isused to reconcile reimbursement checks.

Breakage Report Shows the Reserve Amount, the Amount Used and the AmountRemaining for each customer.

Non-Remitted Contracts Shows contracts that have been sent to Safe-Guard for which Safe-Guard has not yet received payment. These contracts will not have anyclaims paid until payment is received.

Active Contract Reserve Generates a list of all reserve dollar amount that is being maintained.

Upsell Report Lists all Claims filed, shows the upsell amounts and the items sold.


Claims Remittance Report

This report shows the claims remitted for a date period and provides the sum for those contracts. This report willbe primarily used to reconcile reimbursement checks.

To run a Claims Remittance Report:

1. Select Reports from the drop-down menu.

2. Select Claim Remittance Report.

3. Enter a date range. Leaving these fields blank will generate a list of all claims remitted.

4. Select Submit.

5. You will see a report of all the contracts submitted during the date range indicated.

6. Select Print Report to generate a PDF of the report for printing.


Breakage Report

The Breakage Report shows the reserve amount, the amount used and the amount remaining for each customer.

Sales Date Date the contract was sold

Expiration Date the contract ends

Reserve Total amount to be reimbursed to the dealer for services rendered

Reimbursement Amount Total amount that has been reimbursed to date

Active Reserve Total amount to be reimbursed upon service completion

Potential Breakage Total amount to be potentially earned by the dealer should the customernot return for planned services

Time Lapsed Time left on the contract — once time lapsed is 100%, the contract isexpired and the dealer retains the breakage


To run a Breakage Report:


2. Select Breakage Report.

3. Enter a date range.

4. Select Run Report.

5. You will see a report of all the contracts that have been submitted during the date range indicated.

6. Sort by selecting the column headers.

7. Using the buttons, you can either print the report or export the report to an Excel spreadsheet.


Non-Remitted Contracts Report

This report shows contracts that have been entered into the Web site but not remitted to Safe-Guard. Thesecontracts are considered inactive until they have been remitted to Safe-Guard.

The report shows the customer information and the number of days passed since the contract was entered intothe Web site.

To run a Non-Remitted Contract Report:


2. Select Non-Remitted Contracts.


4. A report of all the contracts entered will be generated, which can be printed or exported to an Excelspreadsheet.


Active Maintenance Program Reserve Report

The Active Maintenance Program Reserve Report generates a report showing the usage of each contract sold,including the number of services used, the date, the amount and the mileage for each Repair Order, as well asthe Reserve Amount held and used by each customer. It can be exported to an Excel file or a PDF.

This report shows:

• Contract Number

• Customer Name

• Contract Sold Date

• Contract Expiration Date

• Reserve Amount: Total amount being held and what is remaining to be used

• Services: Total number of services purchased and the total number performed

• Repair Orders Submitted: Includes Repair Order Number, Mileage and Claim Amount

To run an Active Maintenance Program Reserve Report:


2. Select Active Contract Reserve.


4. A report of all the contracts entered will be generated, which can be printed or exported to an Excelspreadsheet.


Upsell Report

The Upsell Report generates a report showing all claims, the Upsell Amount for each claim and Upsell Notes. Alldata is collected and entered by the Service Department when it creates a Repair Order. It lists each Repair Orderseparately,

To run an Upsell Report:


2. Select Upsell Report.

3. Enter a date range. To view all repair orders submitted, leave the date fields blank.

4. Select Submit.

5. This will generate a list of each Repair Order submitted. Multiple Repair Orders for the same customer willbe listed individually.

6. This report may be printed or exported to an Excel spreadsheet.


Printing Reports

Each Report has a Print Option available, which allows you to print the report as a PDF that can be viewed on thescreen, saved to your computer or sent to your printer.

To print a report:

1. After running a report, select Print Report.

2. A dialogue box will appear asking you to open the file. The default option should be Adobe Reader.

3. Select OK. Your report should appear as a PDF document.

4. Select File and then Print from the drop down menu of the PDF for a paper printout of the report.


Exporting Reports to Excel

Each report can be exported to an Excel spreadsheet, which can be viewed on the screen, edited, imported intoother spreadsheets, saved to your computer and printed.

To export a report:

1. After running a report, select Export to Excel.

2. A dialogue box will appear asking you to open or save the file. The default option should be Microsoft Excel.

3. Select OK. Your report should appear as an Excel document.

4. Save the file to your computer.


The Drop-Down Menus

The Drop-Down Menus allow you to navigate to any page on the Web site at any time during your login session.There are five menus available: the Contracts Menu, the Service Menu, the Administration Menu, the ReportsMenu and the Help Menu. There is also a Logout option at the top of each page.


Contracts Menu

The Contracts Menu contains various search options available for your user account. Sales Representatives willhave access to five options:

Add New Enter a new contract

Search Search for contracts

List Provides a list of all active contracts and view the detail on them. Doesnot show declined or non-remitted contracts

Remit Provides a list of all contracts to be remitted. Contracts can be approvedor declined and then remitted from this list

Declined Provides a list of all declined contracts with the option to reactivate.Does not show active or non-remitted contracts


Service Menu

The Service Menu allows you to search for customer contracts.


Administration Menu

The Administration Menu allows you to change your personal information as well as any specific information foryour dealership.


Reports Menu

The Reports Menu allows you to run various reports for your dealership.

Claims Remittance Shows the claims remitted for a date period and totals them up. This isused to reconcile reimbursement checks.

Breakage Report Shows the Reserve Amount, the Amount Used and the AmountRemaining for each customer.

Non-Remitted Contracts Shows contracts that have been sent to Safe-Guard for which Safe-Guard has not yet received payment. These contracts will not have anyclaims paid until payment is received.

Active Contract Reserve Generates a list of all reserve dollar amount that is being maintained.

Upsell Report Lists all Claims filed, shows the upsell amounts and the items sold.


Help Menu

The Help Menu provides various help options for your dealership.

Contact Provides the contact information of the administrator of the Web site

Suggestions Allows you to enter suggestions for improved functionality of the site

About Harley-Davidson Provides information about the Web sitePlanned Maintenance Manager


Logout

This will log you out of the Planned Maintenance Portal. Please note that the system will automatically log youout after 30 minutes of inactivity.


CONTACT INFORMATION:

[email protected]

800-742-7896

www.safe-guardproducts.com

3500 Piedmont Road NESuite 400Atlanta, GA 30305

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