Limited Brands Service Provider

User Guide

Index

Logging In 3 My Profile/ Changing Password 4 Company Profile/Adding Users 5 Vendor Directory 6 List View Options 7-9 Statuses/Definitions 10 List Filtering 11 Data Stripe- Icons 12 Accepting/Rejecting WO’s 13 Printing WO’s/IVR PIN #’s 14 Viewing WO’s/Actions 15 Viewing WO’s/Information Tabs 16-18 Batch Updating 19 In Progress to Pending Vendor Invoice 20 Opening Invoice Screen 21-22 Entering Job Costs 23-26 Editing/Deleting Line Items 27 Sales Tax/ Entering Descriptions 28 Attaching Documents/Files 29 Submitting Invoices 30 Batch Invoicing 31-32 In Progress to Pending Quote 33-34 Opening Quote Screen 35 Entering Quoted Costs 36-39 Submitting Quotes 40 Additional Work Found On… 41 IVR 42

Contacts:

Training Department : 1-800-652-2056 training@facilitysource.net

Senior Account Manager : Bill Esposito 614-318-1832 besposito@facilitysource.com

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Accessing the Client Directory – Logging In

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To access fmPilot2.0, use your Internet browser to go to the following website address: http://www.fmpilot2.com (fmPilot 2.0 is now compatible with all Internet browsers).

• Type your User Name and Password into the designated fields. o The new User ID’s will contain your company labor code followed by a backslash ( \ )

and then your user name. Ex: ABC12345OH\jsmith If you need new or additional user logins, contact the FacilitySource Vendor Relations /Training Dept. at: 800-652-2056 or training@facilitysource.net

Forgot your password? No problem, we'll email it to you!

• Click the "Lost Your Password" link from the Service Desk login screen.

• Enter your User Name and click the "Send Password" button to have a new password automatically sent to you via email.

My Profile – Editing and Changing Password

To edit personal user information or change your password, select the ‘My Profile’ link in the top right corner of the page.

• On the ‘My Profile’ screen click ‘Edit Information.’

From here you are able to update your Name, Preferred Contact Method and Time Zone.

• Click ‘Save’ to save the updates or ‘Cancel’ to clear the updates made.

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Change Password • Click the ‘Options’ tab next to the ‘User Profile’ tab. • Click the ‘Change Password’ link. • Enter ‘Current Password.’ • Enter ‘New Password.’ • ‘Confirm New Password.’ • Click ‘Change Password’ or ‘Cancel.’

Administration- Company Profile and Adding Users

From the ‘Administration’ dropdown users with Vendor Admin. authority can make updates to their Company Profile and individual Company Users within the system.

• Select the ‘Company Profile’ option to make updates to the company information.

• Select the ‘Security’ option to ‘Add Users’, ‘Edit Users’ or ‘Delete Users.’

If a user does not have Vendor Admin. authority, contact the Training Dept. for assistance with updates at training@facilitysource.net or 800-652-2056.

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Vendor Directory - Single Sign-On

From the ‘Vendor Directory’ screen a user is able to access any client site that their company services by clicking on the client name after signing onto fmPilot2.0.

• Click the link for the associated client to access their database. (i.e – ‘Limited’)

The Work Order ‘List’ view screen will appear and default to show Work Orders in any status needing updated by your company.

As seen below, Work Orders in ‘PAC’ Pending Acceptance populate showing that the provider needs to either Accept or Reject the requests for service.

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Work Order ‘List’ View- Options

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Work Order ‘List’ View- Options Cont’d

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Search This function allows the user to locate a single Work Order by entering the WEB, PM, or PR number into the “Search” field. The Work Order number must have either WEB-,PM-, or PR- proceeding the six digit number. ex. WEB-100103, PM-200105, or PR-100005

Filter From the “Filter” dropdown list, the user is able to select their own filter settings and choose from saved filters. See the separate Filtering & Reporting user guide for detailed directions on using this function.

Export From the “Export” dropdown list, the user is able to select different file types to export their Work Order list (data stripe) information to.

Work Order ‘List’ View- Options Cont’d

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Display Statuses From the “Display Status” drop down list the user is able to search by Work Order status. The statuses are grouped by the life cycle progression in the system. The color with which each Data Stripe is outlined will correspond to the current status of the Work Order.

Default Filter - The default screen will automatically populate when the user first logins into the system and can always be returned to by choosing this option. No Filter – Clears all previously selected filters and will show ALL Work Orders issued to the user, regardless of the status.

Frequently Used Work Order Statuses/Acronyms

Note: Not all of the below statuses may be visible or used by the Service Provider user

role!

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Work Order List Filters

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The Work Order List Filter Headers can be rearranged by simply dragging the Header to the location wished.

• Enter the search option the user would like to filter for and the system will refresh to populate

the Work Orders based on the search criteria entered.

Data Stripe – Icons

Each Work Order is represented by a unique Data Stripe containing vital Work Order information. The color with which each Data Stripe is outlined corresponds to the current status of the Work Order.

Ex: Light Purple – PAC – Pending Acceptance

The WEB/PM link allows the user to view the work order details and make updates. Ex. WEB-115664

To “Export” data from one or multiple work orders, simply check choose an “Export” file option from the dropdown list.

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- Print Work Order

Additional Icons The below additional icons will be found on the Work Order Overview screen.

Work Order Icons

Accepting / Rejecting Work Orders

Accepting/ Rejecting via the fmPilot Data Stripe

The Provider can ‘Accept’ or ‘Reject’ a Work Order from within fmPilot by checking the Data Stripe they wish to update and then selecting the correct update from the ‘Actions’ drop down list.

Note: The ‘Actions’ tab will only appear on this screen once a WEB/PM box is checked.

Accepting/ Rejecting via the IVR

If the Provider has the Work Order - WEB number and their company PIN number, they can ‘Accept’ or ‘Reject’ the Work Order from the IVR phone system.

Accepting/ Rejecting via Phone

In the circumstance where the Work Order is not able to be accepted or rejected from one of the above options, the provider can verbally ‘Accept ‘ or ‘Reject’ with a call center representative over the phone.

The CSR will post notes on the Work Order regarding the requested update and the Provider will be responsible for entering additional notes and ETA updates once they are able to access the system.

Note: Once the WEB is ‘Accepted’ the status will automatically move to INPRG-In Progress. If

‘Rejected’ the status will be moved to VREJCT-Rejected and re-dispatched to another

Provider.

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Printing the Work Order- IVR PIN #

A copy of the Work Order can be printed either directly from the Data Stripe or from within the Work Order ‘View’ screen.

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The IVR PIN# can be found next to the Provider information. The PIN # can also be found on the ‘Vendor’ section of the Work Order Overview screen by using the Magnifying Glass Icon.

Viewing a Work Order- Actions

From the Work Order Overview screen you have multiple options for viewing data and making updates to the Work Order.

• Open the Work Order by clicking on the WEB/PM

link on the Data-Stripe.

From the ‘Actions’ dropdown list the user has several options of updates that can be made that will change the status of the Work Order.

Note: The options in the dropdown list will vary depending on the current status of the Work Order.

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Viewing a Work Order – Overview & Information Tabs

The user is able to view specific information regarding the Work Order by reviewing the ‘Overview’ screen or clicking on the tabs located across the top of the screen.

Overview

The ‘Overview’ tab gives the user general information on the Work Order for viewing purposes only. The ‘Overview’ screen is broken into 4 different sections; Location, Description, Request, & Vendor.

Location – This section displays the location information for the store assigned to the work order. You may view further location details by clicking on the Magnifying Glass icon.

Description – This section contains the details of the service request.

Request – This section details out the classification of the work order along with the DNE and Cause/Remedy information.

Vendor – This section displays the information for the Service Provider assigned to the work order.

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Vendor This Vendor option tab gives the user the Service Provider company details as well as the Company PIN #.

• For more information (i.e. – PIN #, email information, etc.) click on the Magnifying glass icon.

INFORMATION TABS The information tabs allow users to view and update information related to the scheduled dates of the work order, quote and invoice information, and comments.

Viewing a Work Order – Overview & Information Tabs Cont’d

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Finance The ‘Finance’ option tab gives the user the ability to view and or enter quote and invoice information on the Work Order by clicking on the links to the right of the ‘Quote 1’ ‘ Quote 2’ and ’Invoice’ options.

Schedule From the ‘Schedule’ option tab the user can view the scheduled, actual, and target start /completion times and dates.

Viewing a Work Order – Overview & Information Tabs Cont’d

Comments

The ‘Comments’ option tab allows the user to view any comments currently entered on the Work Order as well as enter new comments by clicking the ‘Add Comments’ link or to send an email by clicking ‘Send Email.’

Adding Comments

1. Click on the ‘Add Comment’ button.

2. Check the box(s) of the uses who should be able to view the comments.

3. Make any updates or additions to the ‘Subject’ field.

4. Add your notes in the ‘Comment’ field.

5. Click ‘Save.’

Sending an Email

1. Click on the ‘Send Email’ button.

2. Type in the email address of the recipient of the email or click ‘Search’ to locate a specific email address within the system.

3. In the ‘Subject’ field enter any subject notes to be viewed.

4. Enter your comments in the ‘Body’ section.

5. Click ‘Send’ to send the email or ‘Cancel’ to close the page without sending the email.

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Batch Updates

Batch status updates can be made by selecting the check boxes to the left of the WEB/PM number and then selecting an action option from the ‘Actions’ drop down list.

Note: Batch Updates can only be made on Work Orders of the same status!

Status updates can be made to multiple Work Orders at one time from the ‘List ‘ screen.

• To return to the main Work Order List View screen, click

the ‘List’ option from the Work Order drop down list.

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INPRG- In Progress to PVINV- Pending Vendor Invoice

There are 3 ways to update a Work Order to the PVINV-Pending Vendor Invoice status needed in order for a vendor to submit their costing.

Updating from the Data Stripe

If the IVR is not used and the Work Order status needs to be updated manually, the user can do so

by checking the Data Stripe(s) they wish to update and then selecting the Work Complete –

Submit Invoice option under the “Actions” dropdown list that will appear.

IVR

All Service Provider companies are required to have their technicians use the IVR phone system to check in and out of the locations.

When the Provider checks out and selects to ‘Complete’ the Work Order, the Work Order will then automatically update in the system to the PVINV status.

Updating from Within the Work Order

Click on the WEB/PM Work Order number link on the Data Stripe to open the Work Order.

From the “Actions” dropdown list select Work Complete – Submit Invoice to change

the status to PVINV.

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Note: Select Work Complete- Zero Invoice if the work has been completed under warranty or if there is no charge for the service and the Work Order can be Closed out.

Invoicing- Opening the Invoice Screen

Once the Work Order status is updated, it will now appear in the PVINV - Pending Vendor Invoice status and the data stripe will be outlined in pale-yellow.

From the Data Stripe the Invoice screen can be opened directly by clicking the ‘Add’ link on the far bottom right of the Data Stripe.

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Opening the Invoice Screen via the Data Stripe

Invoicing- Opening the Invoice Screen Cont’d

• Click the WEB/PM link on the Data Stripe to open the Work Order screen.

• Click on the ‘Finance’ tab.

• Click the ‘Add’ link to open the Invoice screen.

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The invoice screen can also be accessed from within the Work Order by clicking on the WEB/PM link on the Data Stripe.

Entering Job Costs

From the ‘Invoice’ screen note the ‘Original DNE’- Do Not Exceed amount allowed to be invoiced up to without additional approval.

From the ‘Details’ drop down option, select the type of cost to be entered and then select the ‘Add Item’ button.

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Entering Job Costs - Labor

Labor: Contracted Rates For Providers with contracted rates loaded into the system.

• Select ‘Auto Calculate Cost.’

• Select a ‘Skill Level’ from the drop down.

• Enter the number of ‘Hours’ being

charged for.

• Choose a ‘Rate Type’ from the

dropdown.

• Verify the correct ‘Cost’ totaled and then

select ‘Update’ to save the entry.

• Select ‘Cancel’ if the entry is incorrect

and close the window or simply change

the current selected options.

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• Select ‘Manually Enter Rate.’ • Select a ‘Skill Level.’ • Enter the number of ‘Hours’ being charged for. • Enter an hourly ‘Rate’ amount. • Verify the correct ‘Cost’ totaled and then select ‘Update’ to save the entry. • Select ‘Cancel’ if the entry is incorrect and close the window or simply change the current selected options.

Labor: Non-Contracted Rates

For Providers who do not have contracted rates entered in the system.

Entering Labor Costs - Parts

Parts • Enter a “Name” for the type of part. • Enter a “Quantity” for this part. • Enter a “Brand” name if available. • Enter a part “Number” if available. • Enter a “Unit Cost” for each part. • Enter a “Model” name/number if available. • Enter a “SKU” number if available. • Verify the correct “Cost” totaled and then select “Update” to save the entry. • Select “Cancel” if the entry is incorrect and close the window or simply change the current selected options.

Parts Markup • Enter a “Description” of the markup. • Enter the an amount in the “Quantity Unit Cost” field. • Click “Update” to save the entry.

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Entering Labor Costs- Materials

Material

• Enter a “Description” of the material. • Enter a “Quantity” for the material. • Enter a “Unit Cost” for each of the material. • Click “Update” to save the entry.

Trip Charge

• Choose “Calculate” if entering a charge

per mile.

• Enter the “Rate/Mile” cost.

• Choose “Enter Total” if entering a flat

rate.

• Click “Update” to save the entry.

• For a flat rate select “Enter Total” and

enter the cost of the Trip Charge.

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Editing/Deleting Invoice Line Items

Job cost line items can be adjusted/edited from the Invoice screen by clicking on either the

Pencil Icon or deleted by clicking on the Trash Can Icon .

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If the DNE is exceeded, the system will populate the below notification to “Please adjust the invoice to be less than the DNE”.

Invoicing- Invoice #/ Sales Tax/Description of Work

Invoice Number #

An “Invoice #” must be entered on the ‘Invoice’ screen in order to submit the invoice.

Sales Tax If there is applicable sales tax, it must be entered in the “Sales Tax” field on the ‘Invoice’ screen.

Description of Work Performed

All clients require a description of the services performed be entered on the Invoice.

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Attaching a Document

Many clients require that an attachment (usually a manager sign-off and or store stamp) must be on the Work Order in order to submit the invoice.

If an file is required and not attached to the invoice, a “Validation Failed” pop-up box will appear.

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To attach a file:

• Click on the Starred-Paperclip. • ‘Browse’ for your saved file. • Enter a ‘File Name.’ • Click ‘Upload.’

To View Attachments:

• Click on the Paperclip. • Select ‘View File’ next to the file you wish to view. • Click ‘Delete’ if you wish to remove a file.

Note: Each File can now be up to 2MB a piece in size!!!

Submitting Invoice

From the ‘Invoice’ screen be sure to click the Save icon to ensure the entries are not erased. This will also populate the ‘Actions’ dropdown list and allow you to submit the invoice for payment.

• Select the ‘Submit Invoice’ option and the status will update to PCINVA-Pending Client

Invoice Approval.

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Batch Invoicing

In order to ‘Batch Invoice’ a Work Order, it must be in the PVINV-Pending Vendor Invoice status.

From the ’Workorder’ dropdown menu, select the ‘Batch Invoicing’ option.

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Batch Invoicing - Add Invoice

• Click on the ‘Add Invoice’ link.

• Fill in the invoice data fields.

• Enter a ‘File Name’ for your attachment.

• Click ‘Browse’ to locate your saved attachment on your computer, with the manager’s signature/

store stamp. Once the file is located and selected, click ‘Open’ to upload the file.

When all fields are correctly filled in, click ‘Submit’ to send the work order to waiting payment approval status.

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Quoting - Updating Status from INPRG to PQTE

Updating the Status from INPRG to PQTE

There are 3 ways to update a Work Order to the PQTE-Pending Quote status needed in order for a vendor to submit their quote

Updating from the Data Stripe

If the IVR is not used and the status needs to be updated manually, the user can do so by first checking the Data Stripe(s) they wish to update and then selecting the Follow Up Needed option under the “Actions” dropdown list that will appear.

Use of the IVR System

All Service Provider companies are required to have their technicians use the IVR phone system to check in and out of the locations.

When the vendor checks out and selects ‘Requires a Quote’ the Work Order will then automatically update in the system to the PQTE status.

Note: Some clients will require the technician check-in and out using the location phone. Please review client requirements ahead of time.

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Once in FOL (Follow Up) status again check the box(s) of the Work Order(s) and from the “Actions” dropdown list select Quote Needed.

Quoting- Updating Status from INPRG to PQTE Cont’d

Updating from Within the Work Order

Click on the WEB/PM Work Order link on the Data Stripe to open the Work Order. From the ‘Actions’ dropdown list select ‘Follow Up Needed ‘ to change the status to FOL.

From this status again select the ‘Actions’ dropdown list and choose ‘Quote Needed’ to change the status to PQTE.

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Quoting- Opening the Quote Screen

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Once the Work Order status is updated, it will appear in the PQTE-Pending Quote status and the data stripe will be outlined in PURPLE.

Opening the Quoting Screen via the Data Stripe

From the Data Stripe the ‘Quoting’ screen can be opened directly by clicking the “Add” link on the far bottom right of the Data Stripe or by clicking the WEB number link.

Opening the Quote Screen from Within the Work Order The ‘Quoting’ screen can also be accessed from within the Work Order by opening the WEB link and then clicking on the “Finance” tab and selecting “Add”.

Entering Quoted Costs -Labor

Once on the ‘Quoting’ screen go to the Details dropdown option, select the type of cost to be entered and then select the ‘Add Item’ button.

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Labor:

• Select ‘Auto Calculate Cost’ if the service provider has a contracted rate with the client entered in the system. • Select ‘Manually Enter Rate’ if the entry is not part of a contracted rate.

• If the cost is “Incurred” and not part of the additional quoted items needed, check the box.

• Select a “Skill Level.”

• Enter the number of “Hours” being charged for.

• Choose a “Rate Type” from the dropdown.

• Verify the correct “Cost” totaled and then select “Update” to save the entry.

• Select “Cancel” if the entry is incorrect and close the window or simply change the current selected options.

Entering Quoted Costs – Parts and Parts Markup

Parts

• Check the “Incurred” box if the cost is not part of the quote. • Enter a “Name” for the type of part. • Enter a “Quantity” for this part. • Enter a “Brand” name if available. • Enter a part “Number” if available. • Enter a “Unit Cost” for each part. • Enter a “Model” name/number if available. • Enter a “SKU” number if available. • Verify the correct “Cost” totaled and then select “Update” to save the entry. • Select “Cancel” if the entry is incorrect and close the window or simply change the current selected options.

Parts Markup

If applicable the user can enter the markup

cost per parts entry.

• Check the “Incurred” box if the cost is not

part of the quote.

• Enter a “Description” of the markup.

• Enter the an amount in the “Quantity Unit

Cost” field.

• Click “Update” to save the entry.

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Entering Quoted Costs –Materials and Trip Charge

Material

• Check the “Incurred” box if applicable. • Enter a “Description” of the material. • Enter a “Quantity” for the material. • Enter a “Unit Cost” for each of the material. • Click “Update” to save the entry.

Trip Charge

• Check the “Incurred” box if applicable. • Choose “Calculate” if entering a charge per mile. • Enter the “Rate/Mile” cost. • Choose “Enter Total” if entering a flat rate. • Click “Update” to save the entry. • For a flat rate select “Enter Total” and enter the cost of the Trip Charge.

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Quoting - Editing/Deleting Line Items

Editing/ Deleting Quote/ Incurred Line Items

Line items can be edited from the ‘Quoting’ screen by clicking on either the Edit Icon or deleted by clicking on the Delete Icon.

Line Items can be marked or unmarked as ‘Is Incurred’ by simply checking or un-checking the ‘Incurred’ box use the Edit Icon.

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Submitting the Quote From the Quoting screen click the Save icon to be sure the line items are not erased and to populate the “Actions” dropdown list.

Quoting - Sales Tax, Description of Work and Submittal

Sales Tax

If there is applicable Sales Tax, it must be entered in the “Sales Tax” field on the Quoting

screen.

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Description of Work Performed All Clients require a description of the services being quoted on to be entered on the ‘Quoting’ screen.

• Select the “Submit Quote” option and the status will update to WAPPR- Waiting on Approval.

Additional Work on the Same Visit/ Work Found On…

A Service Provider can work on more than just the issue for which he/she was originally dispatched.

If an additional issue arises while a Provider is onsite, a second Work Order can be created, thereby

avoiding a second trip and trip charge. The technician should speak to the location manager to

see if they can create a new work order online. The Provider can also initiate a call on the

Location’s behalf if a manager is too busy, the request will be verified and a Work Order opened.

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IVR

All Clients require that the Service Provider technicians use the automated IVR call system when

servicing a location! Use of this system will be reflected on the Service Provider’s company

scorecard.

Upon arrival and departure of a location, the technician must use the IVR call system to

“Check In ” and “Check Out.” The technician will be required to enter the Work Order WEB /PM

number and their company PIN number, which can be found on each Work Order, in order to use

this system.

The Technician may be required to use the location phone when checking in and out and not a cell

phone. Service Providers should be aware of the client requirements and expectations before

dispatching the tech to the location.

Use of the IVR ensures that the number of hours billed by the vendor is accurate and the client and

service center are aware of when a tech is on-site.

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