Gilbarco SR Web Closure Training Guide

Transcription

1 Gilbarco SR Web Closure Training Guide Version 3.1 Last Updated July 24,

2 WEB CLOSURE TABLE OF CONTENTS The WEB CLOSURE TEAM is available via at They can also be reached by telephone Monday through Friday, 9 11 a.m. and 3 5 p.m. at Follow this link to the online training module for introductory information: 1. SIGN ON 2. OPEN A SERVICE REQUEST 3. SITE SEARCH 4. UPDATE OR CLOSE A SERVICE REQUEST 5. ADDING TRIP INFORMATION 6. SR TRIP ISSUES 7. ADD NEW ISSUE 8. SR TEXT 9. PART ENTRY 10. FINISH EDIT TRIP/ISSUE 11. RETURN TRIP PROCEDURE 12. EDIT SERIAL NUMBER 13. ADDITIONAL FEATURES & FUNCTIONS 14. COMMUNICATION TEXT 15. PAYMENT DETAILS 16. SERVICE CONFIRMED SRs 2

3 Use the following Quick Reference Guide to help ensure that you are receiving prompt payment for Gilbarco warranty work: 3

4 1. Sign On Via the Gilbarco Extranet ( log into your account. If you do not currently have access to the Extranet, see your company Gatekeeper for a username and password. Once logged in, click on Service Call Closings : This will open a new window where again you should click Service Call Closings : 4

5 2. TO OPEN A SERVICE REQUEST: Under the CALL MNGMT dropdown, click on WEB ENTRY. This will open your new Entry Point screen. You can search for a site by SR Number, Notify Number, Phone Number, or GVR ID. You also have the option to perform a site query. 5

6 3. SEARCH FOR A SITE: Always search using partial information by using the * (asterisk) function, which is a wildcard search. For example: 1052 Main Street, Greensboro, NC Query Examples: Enter 105* in the address field, then tab to State and enter NC CLICK SEARCH. Enter GRE* in the city field, then tab over to State and enter NC CLICK SEARCH. Enter *MAIN* in the address field, and then enter city and state CLICK SEARCH. If you search this screen for an SR that is already opened, and need to update or edit it, click UPDATE SR. Enter the search criteria and select SEARCH : The site information and equipment will populate. Site information cannot be edited. If you need to edit site information, please [email protected]. Include the site phone number and GVR ID number and indicate what changes should be made. 6

7 Please note the presence of the ACTIVE and SHOW ALL buttons. Choosing ACTIVE will display a list of equipment for the site that is currently under warranty or a maintenance contract. Selecting SHOW ALL will display all equipment, regardless of its warranty/contract status. Select all equipment worked on for the SR you are opening by clicking on each one. Then, in the OPEN/CLOSE SR section, enter your first date of service, call type and bill code. For Gilbarco warranty or maintenance claims, the call type should be CALL MAINTENANCE, and for Gasboy warranty claims, the call type should be SGB GASBOY WTY SERVICE. All warranty calls have a bill code of W. Maintenance calls will have a bill code of M. Once all information is complete for this screen, click OPEN/CLOSE SR. Your SR number will be presented. Press OK to move to the UPDATE/CLOSE screen. 7

8 4. UPDATE OR CLOSE A SERVICE REQUEST When you first populate the UPDATE/CLOSE screen, you will see three sections: SITE SEARCH o You can search by SR Number, Notify Number, Confirmation Number, 3 rd Party Ticket Number, or ASC Inv/PO Number. SR INFORMATION o This section provides general information related to the current SR: SR Status This is the current status of the SR User ID - This is the last person who edited the SR Closed Pending Date this is the date the SR was closed by Claims. Closed Web Date this is the date the SR was closed online. Ticket Number certain customers require a ticket number when closing a claim (example: 7-Eleven). This field can be left blank for those customers who don t require a ticket number. SR TRIPS o This section provides an overview of each trip entered for an SR. 8

9 5. ADDING TRIP INFORMATION: Add trip information to every SR filed by completing the following steps: To begin adding trip information, click the trip to highlight it, and hit VIEW/EDIT. Two new sections will populate below the EDIT TRIP and SR TRIP ISSUES sections. Enter the technician s arrival time, tech number, mileage and travel time. To add an additional tech, click the ADD button. If you add a technician in error, use the REMOVE button to remove the technician. This can ONLY be used up until the SR is saved. If you do not have the technician s tech number handy, click the SEARCH button and search using his/her name. Note the presence of a button in the SR INFORMATION section: Some customers and call types have knowledge guides that are available for viewing (not all will have this). Click the button and if a knowledge guide is available it will automatically populate for you. **IF THE TRIP PROMPTED FOR EXCESS TRAVEL, BE SURE TO INCLUDE THE REASON FOR THE DISTANCE. ADDITIONALLY INCLUDE THE PREVIOUS LOCATION IN THE TEXT BOX OTHERWISE THE SR CANNOT BE PROCESSED. If you enter a trip exceed the system, as is below, you will be prompted for additional trip information: 9

10 The following message will only appear when there is requirement to provide additional information. When you click OK please provide your starting location and explanation for additional mileage. 10

11 6. SR TRIP ISSUES: SR TRIP ISSUES section will populate with any equipment that was selected when the SR was opened or dispatched. It is now required that text information be entered per serial number, per trip. To enter text for a serial number, highlight the serial, click ADD in the text section, and then click ADD ISSUE COMMENT. Note: Once text has been entered for an issue, the ADD will change to EDIT this will help keep track of which text has been entered. Anything that says ADD denotes text that hasn t been entered yet for an issue. REMOVE button: This can be used to remove anything you have added but do not wish to keep this cannot be used to remove anything that already existed on the SR new issues only. IMPORTANT: Any work performed MUST be logged on the correct piece of equipment, and must be logged separately for that equipment (labor and parts). If work was performed on a printer, it MUST be logged on a printer (same goes for dispenser, TRIND (speed pass), etc.) For example, if a valve is replaced on a dispenser, the dispenser Serial/ Model number must be recorded, AS WELL AS: the dispenser position (number) and fuel grade. 11

12 7. ADD NEW ISSUE If an issue was found on site and needs to be reported on the current SR, you will need to ADD a new SR TRIP ISSUE. Click ADD NEW under the SR TRIP ISSUES section. The ADD NEW ISSUE model will populate below. 1. Select the manufacturer of the equipment. 2. Select the model number of the equipment. 3. Select the serial number of the equipment. 4. Select the call type (match it to the original call type) 5. Select the bill code (match it to the original bill code) 6. Enter fault, cause and remedy codes. 7. Select SR STATUS. 8. Select YES or NO under the DISPENSER DOWN dropdown box. 9. Enter the technician s labor time. 10. Click ADD NEW ISSUE TO LIST to have the issue added. You will need to enter SR Text for this new issue. LABOR: If you are prompted to enter a reason for Excessive Labor, be sure to provide explanatory text in the communication box, as pictured below: 12

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14 8. SR TEXT Enter PTCA detail. Be sure to note which fueling station and part was worked on. Text information for each of the first four (Problem, Troubleshooting, Cause, Action) sections MUST be entered. Once text is entered, click OK. (Miscellaneous field can be used for additional information) ***IMPORTANT NOTE: You must note which dispenser (fueling position) and part were worked on. For example, if you are entering information for work performed on dispenser 12 that must be noted. Also, if an item is grade-specific (STP, etc.) please note which grade was worked on. Please note the box below with the green arrow. You can click this box to show or hide the equipment text at any time after it s entered. 14

15 Once trip text is entered, make sure the equipment is still highlighted, and click VIEW/EDIT to enter equipment-specific information. 15

16 9. PART ENTRY Where parts are replaced, they must be entered in the PARTS section: Click ADD NEW to enter the part. **NOTE: With the exception of DOA parts, all parts replaced MUST have both an IN and an OUT part. First, enter the part that was put into the dispenser. If the IN and OUT parts were the same, make sure that YES is selected in the dropdown box (In/Out Part Same?). If the parts were different, select NO. Once part information is entered, click ADD NEW PART TO LIST. If the parts are the same, the system will automatically populate a new entry with the same part number: 16

17 Click ADD NEW PART TO LIST again and it will list both your IN and OUT parts. Again, this must be done for ALL parts replaced, except for DOA parts. Note: The SMS system will not accept dashes in part numbers. Replace all dashes with a space. Example: Part T18188-G4 would be entered: T18188 G4. Non-Gilbarco Parts: Non-Gilbarco parts musts be recorded with the quantity and price before mark-up specified. Enter this in the PTCA Miscellaneous box: 17

18 10. FINISH EDIT ISSUE/FINISH EDIT TRIP Fault, Cause and Remedy codes must be entered, and the appropriate Status must be assigned. If this SR only has the single trip, and work was completed, the status needs to be CLOSED WEB in order for the SR to be sent to Claims for processing. Once all information is entered, it will be necessary to click FINISH EDIT ISSUE on the Issue level, and FINISH EDIT TRIP on the Trip level: ****Please note that the interface will display and let you know which trip and issue you are currently editing/viewing. Once all information has been entered and the call is complete, click SAVE in the upper right hand corner. You will be issued a confirmation number: 18

19 The SR will then be electronically sent to Claims for processing. 19

20 11. RETURN TRIP PROCEDURE: In order to log a return trip, you must select YES under the Return Trip dropdown box. This is in the EDIT TRIP section: You will need to select the return trip reason and the reason for delay. These should match each other. The other important step in creating a return trip is to make the SR STATUS PENDING for the equipment that requires the return trip. On this SR, we are returning for the cash drawer so we need to leave that equipment line in a PENDING status: Once this step is complete, click FINISH EDIT on both the issue and trip, and then save. You will be issued a confirmation number, and the call will remain open for you to enter the return trip information once the call is complete. 20

21 ***NOTE: If there is more than one piece of equipment on an SR, ONLY the equipment that is worked on for multiple trips needs to be in a PENDING status before saving the SR. For example, if a dispenser and CRIND were worked on, and the tech needs to return with a card reader, on TRIP 1 the dispenser should be put in CLOSED WEB status and the CRIND should be left in PENDING status. When the SR is saved, it will create the return trip and bring the CRIND equipment line to the next trip. ***IMPORTANT!!! When entering a return trip, be mindful of the dates that are being entered into the system. The return trip MUST be after the current date or it will not let you proceed. This happens oftentimes when multiple trips are entered after they ve been completed. It s very important to update SRs as they are worked in the field. 21

22 12. EDITING SERIAL NUMBER Oftentimes, a call is dispatched on the wrong piece of equipment. In order to change the piece of equipment reported on an SR: Under the SR TRIP ISSUES section, click VIEW/EDIT. The EDIT ISSUE MODAL will populate below it. Click on EDIT SERIAL/MODEL and choose the correct piece of equipment: If you have a need to ADD a piece of equipment, under the SR TRIP ISSUES section, click on ADD NEW and select the correct piece of equipment: 22

23 13. ADDITIONAL FEATURES AND FUNCTIONS: VIEW SR TEXT allows you to view a summary of all text entered for the SR, sorted by trips. Hit the SHOW FULL SCREEN button to display a larger amount of the text. This box is READ-ONLY and is just a summary view: CONFIRMATION HISTORY allows you to view a history of all confirmation numbers issued for an SR. Remember that each time an SR is saved a confirmation number is issued, and the SR can be referenced by any confirmation number that s been issued for it. 23

24 SR STATUS TRACKING allows you to view a listing of every status an SR has been put in, the date, time, and who put it in that status. IVR CHECKOUT HISTORY allows you to view all IVR checkouts for a particular SR. SR HISTORY shows you a recent history of SRs that were issued for this site. 24

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26 14. COMMUNICATION TEXT is used for communication between the Claims team and the contractor. If prompted for excessive travel or labor, etc. please enter the reason for the excessive travel/ labor here. The location is centralized so as not to confuse the trip/issue text. This box is also used as communication between the technician and the Claims team for verification of certain criteria. 26

27 15. PAYMENT DETAILS: Once an SR has been approved for payment by the Claims team, the payment details can be viewed on this screen: ***Note details will only be available for viewing on this screen if the SR has been approved for payment. 27

28 16. *******SERVICE CONFIRMED SRs******* Each Tuesday, an is sent providing information regarding open SRs. Each SR that is in Service Confirmed needs to be reviewed. SRs can be in Service Confirmed for any of the following reasons: Missing required information Explanation for excessive travel and/or labor Missing non-gilbarco part pricing or missing part numbers Missing SR trip text (for SRs opened prior to new web closure) When updating SRs, it is VERY IMPORTANT that the status be changed from SERVICE CONFIRMED back to CLOSED WEB. SRs that sit in Service Confirmed status for more than 60 days are force closed by the system and are unable to be reopened for payment consideration. To change the status of a Service Confirmed SR, view the SR on the new Update/Close screen. Under the SR INFORMATION tab, the Service Confirmed Reason will be outlined in red: Click VIEW SR TEXT and then click COMMUNICATION TEXT. A Claims agent will note which information is missing in the COMMUNICATION TEXT box. Enter the missing information and then click SAVE AND CLOSE. 28