To setup your profile, click My Profile in the menu bar, this will take you to the profile wizard which will step you through the process of configuring your profile. You will also notice there is a percentage complete indicator which shows the current progress of your profile setup, anything less than 100% may require your attention.
The profile wizard consists of 13 steps, when first setting up your profile you should step through each step one by one, then later if you only need to make a change you can simply click on the step that needs
changing.
Header
This section allows you to select which servicer type you want to be. Your servicer type determines how networks dispatch calls to you using your availability.
Available options are:
Type 1: Shows your daily available appointment times to all networks within your profile.
Type 2: You do not provide your appointment times and will have to manually follow up with the customer to schedule an appointment.
Type 3: The network will have to call you to be able to send you a service call.
Note: It is important to note that you will receive the most work if you are a Type 1 servicer, less as a Type 2 and the least as a Type 3.
After selecting your preference, you must click Save followed by Next, if you don’t click Save first you will receive a message asking if you want to discard the changes.
Profile Header
This section is the Profile Header, here you will need to ensure all the mandatory fields (those marked with a red star) are populated correctly with your details. You may also populate other fields on this page that you feel are relevant. Some fields may be pre-populated from when your account was first created.
If you miss a required field or input data incorrectly you will see a red error message displayed near the field that needs to be corrected. If you are seeing this, you will need to correct these errors before you can save your details.
When you’ve finished filling in the form you must click the Save Changes button to save any changes made. If you change your mind you can click on the No Changes Required button.
If you want to receive your payments by Electronic Funds Transfer (EFT) you can do this by clicking on the EFT & Tax ID button. This will present you with an on-screen form to fill out for this purpose, after populating all required fields you will need to click the Save button to save your changes.
After you are done adding your optional EFT information and saving your changes you can click on the close window button to return to the Profile Header page. From there you can click on the next button to move to the next section (you may need to scroll your screen down to see the button).
Time Bands
Time bands are the time periods you offer to be available for appointments. If you’ve chosen to be a Type 1 servicer (see header section), this section prompts you to select the time band(s) that will be offered to each of your networks. Time bands are global settings and will reflect to each of your networks.
Note: It is recommended that you select at least Morning and Afternoon time bands as some clients may not be willing to book All Day calls. Select each of the time bands that you service and then click the Save button followed by Next.
Industry
The Industry section is where you select which industries you are willing to service. The list on the left shows all the industries available to choose from. The list on the right includes all the industries you will cover.
You can move industries to either side using the left and right arrow buttons between the two lists. You can select multiple items in the list by holding down the Ctrl key on your keyboard, while making your selections, then after all items are selected click on the arrow key to move the items across from one list to the other
When you have all the industries that you cover displayed in the right-hand list you can then click on the Save button followed by the Next button.
Brand
This section is where you select the brands that you are able to service.
First select which industries you want brands to appear for, brands for the selected industries will appear in the All Brands list, the brands will show with the industry next to them enclosed in brackets.
Select which brands you service from the left-hand list and copy them across to the right-hand list using the arrow button. To remove a brand simply select it from the right-hand list and use the other arrow to copy it back to the All brands list.
Note: The All Brands list is grouped by industry, so you will need to scroll down the list to see all the industry types you have chosen.
You can select multiple items in the list by holding down the Ctrl key on your keyboard, while making your selections, then after all items are selected click on the arrow key to move the items across from one list to the other.
When all the brands that you service have been copied to the right-hand list you must then click the Save button and to move to the next section click Next.
Product
The Products section is where you select which products you are able to service.
In the same way as you selected industries and brands, you are now selecting the products from the All Products list and copying them to the Products You Service list, note the products in the All Products list have the industry name next to them enclosed in brackets.
Note: The All Products list is grouped by industry, so you will need to scroll down the list to see all the
industry types you have chosen.
When finished click Save followed by Next.
Location
In this section you provide your default location, you can add additional locations if required.
At the time a service call is arranged our system utilizes the address information you enter on this page to determine how far you are from each customer.
Here you will also enter your contact information. This allows each manufacturer to contact the person listed here via phone or email.
The Dispatch Options feature allows you choose how you receive notifications of new dispatches; via fax, IVR(Interactive Voice Response), or online. There are fields where you can provide your Fax and IVR phone numbers. Please make sure you select the check box as well as providing a number if you require this feature.
Note: At the time of writing this document the IVR feature has not yet been activated, please check with our call center before selecting this option to confirm its current status.
The Email Options feature allows you to receive notifications via email and you can specify a separate email addresses for job notifications and for customer notes.
Note: Make sure you select the email checkbox as well as providing your email address and likewise with the customer notes, if the checkbox isn’t ticked you won’t receive notifications.
We recommend you fill in as much information as possible on this page to ensure you are getting the best experience our system offers.
Additional Locations
Generally, you would create just one location. The system however does support multiple locations as some businesses require this functionality, for example you may operate under one Tax ID but have two physical locations, so one Tech may be located in North California and another Tech in South California.
If you wish to add more locations, you can do this by clicking the Setup Other Locations button, this will list your current locations and enable you to specify how many locations you want in total.
Input your total locations and click Save
You will now be presented with an additional location page with the heading “Please setup your new
location”, you can now fill in all the fields with details of your next location. When finished click the button labelled Save & Go to Next Location.
When you have finished setting up your locations you should click on the Save button and then click Next to move onto the next section.
Group
Here you have the option to set up different work groups. Groups are used to specify what types of work a technician or group of technicians are available to do.
At least one group is required however multiple groups can be created for different work types for which you can specify which industries, service types, warranty types and service locations are allocated to each work group.
An example might be where you have two techs that can service CE (Consumer Appliance) products and two techs that can service MA (Major Appliance) products, so in this case you could create separate work groups to reflect the type of work each group are able to offer service for.
To create a new work group, click the Create Group button, the Select Group Skill Sets page will now be displayed.
For a work group you will need to create a unique group key, this must be created by you, you can use
numbers and text but no special characters. Then you will need to input a name for this group in the group name field.
Now you can select your options in each of the category lists, warranty type, services, service location and industry. You must select at least one option in each of the four lists. When you are finished selecting your options you can go ahead and click the Create button to create your new group and return to the group list.
You can edit an existing group by selecting the group from the list and then click Edit Group, when you are done editing click the Update button to return to the group list.
When you are finished with groups click Next to move onto the next section
Technicians
This is the section where you create technicians and set their daily availability. Click the Create Tech button to show the Setup Technician Availability page.
Here you can define a technician and assign them to a group as well as setting their daily availability.
You start by inputting a unique tech key, this must be created by you, you can use numbers and text but no special characters. Then you input a name for this group in the group name field.
Now select a group that you want this tech assigned to from the Group Name list. You can also input a cell number and an email address for the tech.
Default capacity can be set for each day of the week against each time band you have setup, simply input the maximum number of service calls you want this technician to accept each day. When you have finished adding capacity for each time band just click on the Create button to complete adding the technician and return to the technician list.
You can edit an existing technician by selecting the technician from the list and then click Edit Tech, when you are done editing click the Update button to return to the technician list.
When you are finished with technicians click Next to move onto the next section.
Areas
In this section you create your zip coverage areas. You can create, edit and delete areas within this section.
You may wish to create a main area to cover all the zip codes that you cover, then create another area for reduced coverage that could be applied to a specific day or days of the week. This can be useful for example if you plan to cover only rural areas on certain days of the week.
Click on Create Area to show the Create work areas/zones page.
Start by inputting a unique area key and area name, you can then select the dispatch office from the list of locations setup earlier.
Now select the country that you will offer service in, you have the option to set cover for an entire nation if you wish by switching the toggle switch positioned beneath the country selector.
If you want to specify a range of zip codes you can do this by selecting zip code range in the zip code type list, here you are presented with from and to fields to input your zip range.
Alternatively, you can select zip code from in the zip code type list, this will allow you various ways to select a range of zip codes using individual input fields for the search, below are the options you have:
- Entire state by selecting the state from the list
- Individual zip code
- County
- City
- Radius (miles or kilometers)
Based on your search you will be shown a table of zip codes which you can select individually by clicking on each checkbox, or if you wish to cover all areas returned then you can click the Select All checkbox.
If there are a lot of areas returned you may need to use the page navigation buttons in the lower right corner to view all the pages returned.
When you have finished adding all the zip codes you want to cover for this particular area you can go ahead and click the Create button, you will see a popup message confirming the number of zip codes you are adding, if you accept the message just click Ok and you will return to the area list page.
You can edit an existing area at any time by selecting the area from the list and then click on Edit Area, when you are done editing click the Update button to return to the area list.
Now before you are done with areas it is important to make sure you map the area to a group, to do this select the area from the list and click on Edit Area. You will see a button at the bottom of the page labelled Area Group Mapping, click on this button and you will see the page below.
To map the area to a group, just select the checkbox for the group you wish to assign it to, then click the Update button. You will then return back to the area edit screen. If you have made any other changes to the area remember to click Update before leaving this page.
You can also delete an area; just select the area you wish to delete then click the Delete Area button.
When you are finished with the areas section click Next to move onto the next section.
Holidays
Here you set your holiday days, these are days in which any capacity is ignored during appointment offering for booking. No calls will be assigned to you on days you have chosen as holidays.
Note: You must add at least one holiday day in order to complete your profile.
To add a new holiday, simply click the Add Holiday button and a pop-up window will appear allowing you to input your details.
Input the date (or click the date field to see a calendar selector) and then input a description for the holiday. To save the holiday click Add, the holiday will be added to your holiday list. You can delete holidays that are no longer required by clicking the trash icon under column Action.
When you are finished adding holidays click Next to move to the next section.
Review
This section allows you to review your progress of all the previous sections. If there is an issue with any section of your profile a red cross will show next to the section name, if this happens just go back into that section by clicking on the section name in the tab bar and then you can make your corrections. If you don’t make corrections, you may have issues receiving new calls.
If all sections are completed correctly you will see a green check mark against each item as shown above.
Now click Next to finish your profile setup.
If you’ve reached this screen you have successfully completed your profile setup and your profile progress indicator should display 100%.
If you need to access your profile again in the future, you can simply click on My Profile in the menu bar and select the required section that you wish to view or amend.
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