innovating collaboration Company Overview
Welcome to ServiceChannel ServiceChannel enables facilities departments and their service contractors to communicate, coll...
ServiceChannel’s Clients
Problem/Solution <ul><ul><li>High cost of maintaining current information and comparing performance of contractor network ...
ServiceChannel Process  ServiceChannel helps its clients… Find Manage Settle  … while supporting them with  extensive ,  u...
Find Them On fixxbook TM fixxbook TM   is ServiceChannel’s contractor directory and its mission is to catalog the knowledg...
Supplier Selection and Registration fixxbook Plus  is an enhanced registration process for ServiceChannel users and their ...
Ariba Solutions ServiceChannel’s partnership with Ariba expands your reach across the globe with the ability to source con...
Network Referrals Network  Referrals Network  Referrals
Manage on ServiceClick Service Click
Service Request Options Service requests can be initiated three ways: via a web based dashboard, mobile dashboard, or via ...
Dashboard <ul><li>The dashboard is an easy to use web interface that enables store personnel to easily place and track ser...
Call Center Technology Powered -  Leveraging the right tools to  reduce costs while delivering a world class customer expe...
Call Center Technology ServiceChannel uses its clients customized business logic to route individual calls to the right ex...
Settlement with PayCenter InvoiceAdvisor™ <ul><li>Contractors post invoices electronically to ServiceChannel and the follo...
A Day In The Life Of ServiceChannel No Technician performs work, receives signed work order and checks out. Yes Facility M...
Data In Four Ways On-demand Reports Powerful customized reports provide timely, accurate and pertinent information for mor...
Business Intelligence
Other Features <ul><li>Training/Support for Facility Staff and Contractor   </li></ul><ul><ul><li>•  Training via phone, w...
Enhanced Validation <ul><li>ServiceChannel’s Facilidate TM   powered by RSA SecurID® enables enhanced Check In/Out for out...
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Service channel retail overview latest presentation

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ServiceChannel Retail Latest

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Service channel retail overview latest presentation

  1. 1. innovating collaboration Company Overview
  2. 2. Welcome to ServiceChannel ServiceChannel enables facilities departments and their service contractors to communicate, collaborate and control costs online.
  3. 3. ServiceChannel’s Clients
  4. 4. Problem/Solution <ul><ul><li>High cost of maintaining current information and comparing performance of contractor network </li></ul></ul><ul><ul><li>High costs of managing and validating facility maintenance transactions across multiple locations </li></ul></ul><ul><ul><li>Re-keying invoices and paying large volume/small dollar invoices result in high settlement costs </li></ul></ul><ul><ul><li>Low cost capture, credential and monitoring of critical contractor data </li></ul></ul><ul><ul><li>Unified, real-time view of facility maintenance transaction across all locations, trades and contractors </li></ul></ul><ul><ul><li>Dramatically reduced remittance costs and more efficient payment cycles </li></ul></ul>
  5. 5. ServiceChannel Process ServiceChannel helps its clients… Find Manage Settle … while supporting them with extensive , unlimited training & support for your facilities team, location staff and contractors . Register Analyze fixxbook fixxbook Plus Service Click Pay Center SC Analytics
  6. 6. Find Them On fixxbook TM fixxbook TM is ServiceChannel’s contractor directory and its mission is to catalog the knowledge and expertise of every contractor in the world so facilities departments can easily find the contractors they need. fixxbook M can be used to: Find contractors of any size, type, geography, specialty and status. OR Find fixxperts ( subject matter experts ) with the right industry specific knowledge, experience and expertise to consult on critical issues or manage special projects. fixxbook TM fixxbook TM has partnered with Ariba to enable you to expand your search into Ariba’s global Discovery TM network.
  7. 7. Supplier Selection and Registration fixxbook Plus is an enhanced registration process for ServiceChannel users and their service contractors. fixxbook Plus allows facilities managers and their clients to exchange important information including W-9’s, insurance information, rates, licenses, direct deposit info and other business information. Contractors and their clients keep important information in one online workspace so they can focus less on paperwork and more on service work. ServiceChannel clients can have their contractors complete fixxbook Plus registration. There is no charge for contractors to complete this requirement. Scorecarding and Feedback ServiceChannel captures quantitative and qualitative feedback to develop contractor scorecards and performance analytics to elevate the relationship with contractors. fixxbook Plus
  8. 8. Ariba Solutions ServiceChannel’s partnership with Ariba expands your reach across the globe with the ability to source contractors through Ariba’s Discovery TM network using ServiceChannel. 500,000 + suppliers are available through the Ariba network which can be accessed directly through with ServiceChannel. Integrated Ariba RFP Process With an integrated RFP Process within ServiceChannel you can electronically receive multiple bids on a single proposal, or an entire trade. fixxbook Plus T M fixxbook T M
  9. 9. Network Referrals Network Referrals Network Referrals
  10. 10. Manage on ServiceClick Service Click
  11. 11. Service Request Options Service requests can be initiated three ways: via a web based dashboard, mobile dashboard, or via our 24x7x365 technology powered call center Web / Dashboard Phone / Call Center Service Click Mobile Device
  12. 12. Dashboard <ul><li>The dashboard is an easy to use web interface that enables store personnel to easily place and track service requests as well as leave feedback for work performed: </li></ul><ul><li>• Uses client-branded “skin” </li></ul><ul><li>•  Customized business rules and workflow </li></ul><ul><li>• Integrated call avoidance/troubleshooting </li></ul><ul><li>•  Extremely easy to use and low bandwidth </li></ul><ul><li>requirements </li></ul><ul><li>•  Features </li></ul><ul><ul><li>• Submit service requests </li></ul></ul><ul><ul><li>• View scheduled service and PM calls </li></ul></ul><ul><ul><li>• View work history/open tickets </li></ul></ul><ul><ul><li>• Trackable “notes” feature </li></ul></ul><ul><ul><li>• Feedback module </li></ul></ul>Service Click
  13. 13. Call Center Technology Powered - Leveraging the right tools to reduce costs while delivering a world class customer experience. Quality People - Creating an environment that attracts top quality people and retains them effectively. Facilities Focused - Developing a process specifically designed to deliver for retail facilities. Key Features Receive/dispatch emergency calls on a nights/weekends/ holiday basis to pre-selected vendors as well as anytime backup to our dashboard. • Escalate calls based on clients internal and external escalation procedures. • Provide support to contractors. • Available dedicated client lead to facilitate reporting, follow up, and project support. ServiceChannel’s call center philosophy focuses on bringing the right technology and people together to develop solutions that are highly impactful for the facilities industry. Service Click
  14. 14. Call Center Technology ServiceChannel uses its clients customized business logic to route individual calls to the right expert for the specific situation Store2Expert Agent Assist Internal Transfer FM SC Agents Technology Service Click
  15. 15. Settlement with PayCenter InvoiceAdvisor™ <ul><li>Contractors post invoices electronically to ServiceChannel and the following points are automatically verified </li></ul><ul><ul><li>Correct tracking # </li></ul></ul><ul><ul><li>Correct store # on WO </li></ul></ul><ul><ul><li>Correct contractor assigned </li></ul></ul><ul><ul><li>Request closed out </li></ul></ul><ul><ul><li>Invoice does not exceed NTE </li></ul></ul><ul><ul><li>Work ticket attached to invoice </li></ul></ul><ul><ul><li>One Invoice per tracking number </li></ul></ul><ul><ul><li>No duplicate invoice numbers allowed by contractor </li></ul></ul>Output of approved invoices can be sent directly into client accounting system via EDI Sales Tax Validation EasyPay™ <ul><li>Once internal approval of invoice is made by the client, ServiceChannel facilitates your payment to contractors </li></ul><ul><ul><li>Simplicity of a single payment </li></ul></ul><ul><ul><li>Funds debited from company trust account on date specified by client </li></ul></ul><ul><ul><li>Eliminates lost/stolen checks, stop payments, postage and/or courier fees as well as payment processing fees estimated to cost on average $16 per check </li></ul></ul><ul><ul><li>Eliminates payment inquiries to accounts payable department </li></ul></ul><ul><ul><li>Full audit history and real time information on all contractor payment information </li></ul></ul><ul><li>Real time validation of sales tax from contractor base </li></ul><ul><ul><li>Validate sales tax on every single invoice with no limit on the number of invoices or amount of invoice </li></ul></ul><ul><ul><li>Calculate and accrue use tax in real time </li></ul></ul><ul><ul><li>Validate sales tax for state, county, trade, and issue </li></ul></ul><ul><ul><li>Validate sales tax for labor vs. materials </li></ul></ul><ul><ul><li>Contractor is alerted in real-time when incorrect sales tax has been calculated </li></ul></ul>Pay Center
  16. 16. A Day In The Life Of ServiceChannel No Technician performs work, receives signed work order and checks out. Yes Facility Manager reviews and approves invoice online or rejects with comments. Store manager leaves feedback. Contractor uploads signed work order into SC and submits invoice online. SC auto-verifies invoice. START : Store or corporate personnel places service request via Web based dashboard after going through call avoidance routine. Contractor receives service request via fax, email, pager or XML and acknowledges call. SC pays contractors and transmits approved invoices and GL codes directly into client’s backend accounting system (Oracle, SAP, Lawson, etc). After payment, SC posts remittance information online. Dispatched technician checks in at job site via IVR touch tone system. Tech checks out, contractor submits proposal online to Facility Manager via SC. Once approved, contractor re-dispatches tech Problem solved under NTE or by accepted proposal?
  17. 17. Data In Four Ways On-demand Reports Powerful customized reports provide timely, accurate and pertinent information for more effective decision making. Mobile Access Facility managers can access live information and store history in the field from BlackBerry®, iPhone® , Droid, and other web enabled handheld devices. Proactive Alerts Proactive, event driven alerting brings critical situations to facility manager’s attention, enabling them to focus on issues that matter most. MicroStrategy Reports High-impact custom Business Intelligence reports  based on historical, current, and predictive views of business operations.
  18. 18. Business Intelligence
  19. 19. Other Features <ul><li>Training/Support for Facility Staff and Contractor </li></ul><ul><ul><li>• Training via phone, web-conference or email </li></ul></ul><ul><ul><li>• Support via phone and email </li></ul></ul><ul><ul><li>• For all current contractors and any future contractors invited into the network </li></ul></ul><ul><ul><li>• In person and web-based training and support for client staff including “train the trainer” programs </li></ul></ul>
  20. 20. Enhanced Validation <ul><li>ServiceChannel’s Facilidate TM powered by RSA SecurID® enables enhanced Check In/Out for outdoor and off-hour trade contractors </li></ul><ul><ul><li>• Generates unique pin code to validate time/date of service for contractors without access to store phone </li></ul></ul><ul><ul><li>• Typically used for outdoor trades including waste management and snow removal </li></ul></ul><ul><ul><li>• Enables contractors to use mobile phones to check in and out of store location while still validating time/date </li></ul></ul><ul><ul><li>• Mounted in a weather resistant outdoor secure enclosure </li></ul></ul><ul><ul><li>• Unique pin code is decrypted by ServiceChannel and translated into time/date stamp that becomes part of service work history </li></ul></ul><ul><li>ServiceChannel GPS Validation - Available Q4 2011 </li></ul><ul><li>Service Contractors with can Check In/Out from locations by utilizing a smartphone that is equipped with GPS technology. </li></ul><ul><ul><ul><li>Enables vendors without access to a store telephone to check in/out of specific location </li></ul></ul></ul><ul><ul><ul><li>Captures time/date stamp for the specific work order </li></ul></ul></ul>

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