MY Access AMS Training Document

1. MY Access AMS Training Document

2. The MY Access Account Management system provides schools and district with an easy way to manage accounts: • Place and track software and/or Professional Development orders. • Accept license and technical agreements. • Add a single student or account as needed. • Import multiple student or teacher accounts at any time. • Easily update user information (such as grade or demographic information). • Effectively manage a transient student population. • Reassign unused subscriptions.

3. Each member of the OTS Sales Team should have an Account Manager level log-in to the AMS system and should receive AMS order-entry training as part of their initial training. You need to push any order into AMS as soon as you get a signed order form even if you do not have a PO. If you are pushing an order through that will create an issue for a client in terms of collection timing then put a very clear note to Kathie in the notes section of the order in AMS. Something along the lines of “we pushed this order through as a NOPO and the client might not be able to pay until budgets get allocated in 60 days The MY Access Order Form must be completely filled-in and it must be signed by the client. Each client Purchase Order must be accompanied by a completed MY Access Order Form. After you have entered and saved the order into AMS, you will need go back to the order in AMS to attach the supporting documents. You will find in the far right column a “paperclip” symbol. This is where you will “upload/attach” the My Access Order Form and any PO from the customer. You will not need to send a separate email to notify Heather Wilson or Kathie Ashenfelder or PD Orders of the pending order. All documents will be attached to the order in AMS for viewing by the different department

4. Once the order is entered it will show up in AMS in “Awaiting Approval” status. Heather will review the order and if everything looks good then the order will be approved. That will trigger the Accounting Department to issue an Invoice and include the Invoice number on the order. Once that happens the order is approved and the Welcome Emails are automatically sent from the system. This also triggers the Professional Development Group to start their processes to get the PD portion of an order under way. As your order progresses, there is an email communications flow setup to automatically alert all order stakeholders to each change in status along the way. If you're running a bunch of orders (which is a good thing) you will find that the email flow will be pretty high. We've designed the system to have robust communication just to MAKE SURE that folks know where their orders are in the process. You don't have to keep these emails, though, because at any point along the way you can view your orders and filter your orders so that you can always see exactly where the order stands. And if you don't like all of these emails going into your inbox you can set a rule in Outlook that will route them into a designated sub-folder and then you can reference them when you need them.

5. When you are entering an order make sure that you are entering all the fields required. If the My Access order form is not complete your order entry will not be complete.

6. Each client Purchase Order must be accompanied by a completed MY Access Order Form. The MY Access Order Form must be completely filled-in and it must be signed by the client

7. After you have entered and saved the order into AMS, you will need go back to the order in AMS to attach the supporting documents.

8. Go back to the order in AMS to attach the supporting documents. You will find in the far right column a “paperclip” symbol. This is where you will “upload/attach” the My Access Order Form and any PO from the customer.

9. This is where you will “upload/attach” the My Access Order Form and any PO from the customer. Also attach any email train that is relevant to the orderYou will not need to send a separate email to notify Heather Wilson or Kathie Ashenfelder or PD Orders of the pending order. All documents will be attached to the order in AMS for viewing by the different department.

10. Q: How do I handle a multi-year order in the AMS System?A: Enter it using the "Multiyear" SKU us the pricing on the order form and make sure that the total pricing is correct. You will not need to go back and enter the consecutive years in AMS.

11. My Access - Annual: Any deal with subscriptions below $18 requires VP-Sales approval (MAANN18) My Access - 6 months or less: Any deal with subscriptions below $10 requires VP-Sales approval (MA6MO10) My Access - Multiyear: Any deal with an average subscription price below $16 requires VP-Sales approval (MAMY16) My Access - Free of Charge: Any deal offering more than 300 free subscriptions as part of the deal requires VP-Sales approval (MAGENFREE300) My Access – NO PO: Approval of an order prior to receiving a PO number from the client requires VP-Sales Approval (MAGENNOPO) General: Any deal greater than $100k requires VP-Sales approval (MAGEN100) Don't discount PD. Any deal offering a discount on PD is anathema and requires Sydelle's approval in writing submitted as part of your order documentation. Don’t offer bundled PD pricing without Sydelle’s approval in writing submitted as part of your order documentation. (MAGENPDDISC) Any New-Business deal that totals less than $3k requires VP-Sales approval. (MA3KMINDEAL) Cohort Trainings (where clients from multiple school districts share a training day) are not allowed. Multiple campuses within a given district can share a training day – that is no problem Q: What is the exception framework and how does it work? When an order is entered, it is Heather’s responsibility to log in using the Sales Admin account to review the order within one business day of entry. If the order is clean, meaning it did not run afoul of any of the Exceptions set out in the system, then the order is approved and we are off to the races as described above. If an order is of concern because of one of the Exceptions in the system then the order is “denied” and becomes the subject of a conversation between you and Fred When an order is denied, an automatic email is sent to the stakeholders on the account (RVP, RSR/ISR and ISSA) and Fred. This email denotes that the order has been denied and will provide information on the order number and the Exception codes that have been chosen. All denied orders are reviewed by Fred. If Fred is going to approve the order then Fred will make appropriate notes in the "Exception Comments" box and accept the order. If Fred is not going to approve the order then it is Fred’s responsibility to contact the RVP and RSR on the order and have the order edited or deleted. The last thing we want is for a deal to get to PO stage and then be refused. That is bad for everyone. So the key here is communication. If you're working a deal that is going to be denied then be sure to discuss it with Fred and your RVP as you develop the deal and put your notes in the order to expedite the process

12. Q: This system creates a lot of emails to me. Will they cause my Outlook account to exceed size limitations? Your Outlook account is set to not exceed 250Mb. Each of the auto-generated emails from the AMS system is 1Kb. This should not be a problem. Q: My ISSA entered an order for me today. Can I still view it? Yes, you can. Under "View Orders" go to the "Created by" filter. If you select your name you will only see orders that you personally created. If you select "Sales Group" then you can see any and all orders where you have been listed as the RVP, RSR/ISR or ISSA. This is a great tool that allows all stakeholders for an order to view that order all the way through the process. This should allow strong teamwork and communication within your region. Q: How do I enter a private school or charter school? Since there is no district/school relationship here, list the school info at both the district level and school level in the system. And be sure to select the appropriate designator in the school type drop-down Q: How can I tell if an order has been truly submitted or not? Sometimes you think you've submitted an order but it is still categorized as "in progress" and hasn't actually been shot over for review yet. In these cases, the View # on your View Order Screen will be red. See the screenshot in the attachment labeled "AMS Screen Shot 1". In this example, order #'s 3, 4, 5 and 6 haven't actually been submitted yet - they are in progress. FAQ Q: What about "Bundled" T&E? It is imperative that we always charge for training-related travel. On the vast, vast majority of your sales you should sell the PD product at the list price and include verbiage making it clear that the price is the price plus training-related travel. So PD 601 is $2500 plus T&E, for example. Occasionally you need to bundle the T&E into the price ahead of time. This should be avoided but each and every time it is necessary you should talk to Sydelle and find out the appropriate bundled price and quote it for that order. When you enter the order in AMS you should override the "Total Cost Calculated" to reflect the bundled pricing. You should also put comments in the comments section about the bundling. And whenever you do this you must submit to Heather and Kathie a copy of the email from Sydelle authorizing the bundled price. Q: Can I now create my own demo accounts? Yes. Make sure that when you enter this order you use “Demo Country” in stead of “United States” in Customer Location Information. We have set up a SKU called "MA Demo". Please use this sku for all demo accounts and use your own system to manage these and create what you need. When you do this you should enter "Demo Account Setup" or something like that in the PO field. Please do not use the MA Demo SKU for clients. This is for internal use only.

13. Q: I need to enter an order prior to receiving a PO from the client. How do I do this? Have the client sign a completed MY Access Order Form with “NOPO” in the PO box. Then enter this order into AMS with "NOPO" into the PO field. Q: I need to give an existing client a few free subscriptions and there is no PO associated with this action. How do I do this? Follow the “NOPO” instructions above. . Q: How important is Hierarchy in the system? Very important. Make every effort to enter this correctly. If your Region/County is slightly hosed up as in the preceding question don't worry about it but other than that please work hard to ensure that the hierarchy is entered accurately because it is a bear to correct once it is entered into the system. Again, do NOT correct hierarchy mistakes - live with what is in the system or you will cause large issues for your clients Q: I am entering an order for a client that should currently be in the system but when I select the appropriate "Region/County", I do not see the district in the associated district drop-down Clients that are in the system might not be listed in the correct Region/County. Look under "State Region" and you might find it there. So, for example, you're entering an order for Lombardo Public Schools in Andrew County, NC. You select United States, North Carolina and Andrew County but Lombardo Public Schools isn't there. Ok, back up and select "North Carolina County" if there is one and you'll probably find Lombardo Public Schools in there. If you find it, use it - this is not the time to worry about correcting historical mistakes. FAQ Q: Ok, I know that we don't normally discount PD but I have Sydelle and Fred's prior approval in writing and now it is time to enter the order in the system. How do I enter this order? Edit the price in "Total Cost Actual" to reflect the price that you sold these units at for this deal. And submit the written approval as part of your order documentation in AMS Q: How do we edit orders if a mistake has been made? Prior to an order being submitted you can, and should, edit it yourself. Once the order has been submitted here are the rules: If the order is in the system but has not been used for import yet then billing admin and sales admin can edit all fields. If the order is in the system and has been used for import then billing admin and sales admin can edit contact, invoice and exception but CANNOT edit school or hierarchy and CANNOT edit suborder information Q: Is there a limit to the number of suborders for a given order? Yes. You cannot have more than 30 suborders on any given order so if you need more than that then split your order into multiple parts. Q: I need to enter an order prior to receiving a PO from the client. How do I do this? Have the client sign a completed MY Access Order Form with “NOPO” in the PO box. Then enter this order into AMS with "NOPO" into the PO field.

14. Q: How do I handle a multi-year order in the AMS System? Enter it using the "Multiyear" SKU but only enter this year's order information. For "Price Per Unit - This Sale" use the average price for the length of the deal. For the future years on the order you will need to go back in and enter the orders at the appropriate time Q: My clients don't seem to really understand AMS. How should I proceed Answer as many basic questions as possible and then direct them to HelpDesk for specific help with all of their AMS needs Q: Do we really expect clients to upload their own data? Yes. Encourage your clients to do their own imports. If they get stuck then the HelpDesk is there to help them. Q: Can I please be sent an automated email when my client completes an import? Although it is not possible to send an automated email upon completion of an import, it is possible to send an automated email when user agreements are signed. Most users will sign the user agreements just prior to import (in fact, they can't do an import until they sign the agreements online) so this should serve as a signal to you that this user is doing an import. Q: How do I enter an order for Implementation Support? Implementation Support skus have been added to the "Professional Development and Implementation Support" section. There is a sku for each level. FAQ Q: How do I handle reseller orders? : We do not have to track the exact partner-SKU designation in AMS because the Accounting Department will still track it in their system. So all you really have to do in AMS is choose the "reseller" SKUs and you're all set. I did not build exceptions around the reseller SKUs because the agreement with the reseller defines what we will or will not accept. When entering a reseller order be sure to list the "net to Vantage" price as the "Price Per Unit - This Sale". If you ever have questions about what this price truly is please consult with Kathie immediately. And be sure to carefully categorize new/renewal on a reseller order. Q: Can I get a copy of the welcome kit that goes out to my clients Yes, you can and you should. Enter your email address in the "Email Other" field on screen #1 of the order. Be sure to enter the email address for the RSR and the ISSA on the order. This will facilitate 7-day and 30-day calls. Q: How do I re-send a welcome kit to a client? Find the order in AMS and mouse over the icons on the far right-hand side of that order row. Click the “re-send welcome kit” icon and you’re all set. Please note that this will trigger an email saying that the order has been approved. You can ignore that email – it is just the system’s way of telling you that the welcome kit went out again.

15. Q: If I want to extend a client’s subscriptions for a month or so how do I do that? Get Fred’s approval in writing first and then treat this just like a standard NOPO free-of-charge order. When you submit paperwork submit a copy of the approval email Q: My multi-campus client has sent me a PO and Order Form but they do not yet know how they want to split the subscriptions over multiple campuses. How do I handle this? Create a campus for this district titled “District holding campus” or something like that and park the subscriptions there. And then later when they can tell you how they want the subscriptions broken out you (or they) can go back in and transfer the subscriptions to the appropriate campuses per the client’s wishes FAQ Q: How do I ensure that the new vs. renewal breakdown on an upsell order will be recognized correctly by Accounting: Make sure that the order is marked as “renewal and upsell”. In the Comments section of the order you should clearly mark the new vs. renewal subscription revenue breakdown. And then when you get your monthly sales detail you should personally make sure that the revenue was recognized correctly. Whenever there is a concern you should contact Kathie Ashenfelder via email and cc me and your RVP. Q: What is a corrective order and when can I use that designation? The “corrective” designation is to be used only when some sort of error was made in the order and the only clean way to fix it is to start over. Whenever you do this you do not need to resubmit order paperwork but you must cite the PO and Invoice numbers in the Comments section of the order so that Heather can review with Kathie and approve the order. Do NOT use the corrective designation in situations where you are trying to sneak a NOPO order by Fred!