Mabe Authorized Servicers 4CS Training

1. Mabe Authorized Servicers4CS Training For Audio: dial 1-800-747-5150   then code !!!!!!!# Please Press Mute on your phone if you have a mute button or Press * 6  to mute your line Press * 7  to un-mute to ask a question then mute again RevisedApril 18, 2012

2. 4CS Electronic Claims • Benefits • No fault code lookup • Faster claims processing • No need for CEASA forms • Complete/Accept calls on the road • Service History of the Appliance • Claim Reconciliation

3. Key Policy Review • Customer must be advised to call our call center if service center is contacted directly in the 1st year warranty • Claims must be submitted within 60 days of failure date • Parts are now to be purchased from parts distributors • Parts distributors will credit your account for warranty parts once they have verified the part in 4CS • Parts returns, damaged parts will be processed through the parts distributor • Any shipping charges incurred on warranty parts will be claimed through 4CS

4. Mabe Claims Process Note: the service center is the depot Note: If the service orderisrejectedbecause the call is not in your area, pleasealsonotifyyourdepot manager.

5. http://mabecanada.4csdc.com Your initial user ID is CCSN?????(CAPITAL LETTERS) Your initial password is CCSN?????

6. THIS IS THE FIRST PAGE YOU WILL SEE AFTER YOU LOG ON.

7. Work Queue Search Results • Top section of the search screen are parameters you can select on. • All parameters are wild card searches – enter any part of the item you are searching for. • Bottom Section are the search result screens • Clicking on the Document Number will open the claim or service order • Clicking on the header title will sort the results by that column. A triangle will appear beside the sorting header title

8. First Year Warranty Claim Filling Out The Service Order Form Service Rate Type Service Center Information Customer Information Your Company Reference Number Driving Directions ProductInformation Product Failure Attachments Available Parts Distributors Comments

10. First Year Warranty Claim Accepting a Dispatched Call To accept a Dispatch: • Go to the top right corner of the Service Order to the status change field and select one of the following from the drop down. • ACCEPTED – Your Service Center will run the call. Click the Save button beside the drop down. • REJECTED – your Service Center has refused the call. The call in this status will be dispatched to another Service Center. Click the Save button beside the drop down. If this is rejected because it is outside of your service area, contact your Depot Manager • REQUEST PRE-APPROVAL – select this if you have charges outside of normal contract rates (ie. Extra millage, extra labour etc.) . Enter these charges in the Other Charges tab. • Comments are mandatory for pre-approvals in the comment field on the other charges tab. Then click Save in the top left corner to save your changes. Your depot manager will review your service order and accept the pre-approval or reject it.

11. First Year Warranty Claim Printing a Service Order for Customer • After you have accepted the dispatch, you can click on Print PDF in the top left corner. This will print a customer friendly service order sheet with information filled in from the service order screen.

12. View Layout Options for Screens in the System A B Once in the Service Order screen, the user can select “Full View” of the screen (per Print Screen A) or “Tabbed View” of the screen (per Print Screen B). This view option is applicable to a number of sessions within the Service Life Cycle Management system.

13. First Year Warranty Claim Filling Out The Service Order Form Pre Approvals • All labour charges submitted under Other Charges are outside of the contracted labour rates and so will need preapproval from your depot manager. • Mileage charges over 75 dollars will require approval from your depot manager. • Any time a preapproval is required, a comment needs to be put in with the reason for the other charges. • Select PRE APPROVAL ADDITIONAL CHARGES on the status change drop down and click save. • Depot Manager will review the preapproval request and either accept, reject or change the request and it will be sent back to you with a pending acceptance status.

14. First Year Warranty Claim Updating the Service Order Status • In the same field you accepted the service order, you can now update the status. • By keeping the status updated, Mabe can give the customer the status of there call without having to call the Service Center • Also helps organize the Service Center calls – can sort by status in search screen

15. First Year Warranty Claim Filling Out The Service Order Form • Product Serial # – confirm that the serial # provided matches the serial # on the appliance. Clicking on the binoculars beside the entry field will give you a listing of possible serial #’s for this model . (Mandatory field) • Causal Part – select the part that was the cause of need for repair. (optional) • Component Code – will auto fill based on the Causal Part # entered. • Service Status – there are 2 options – Fixed or unable to repair – if unable to repair you must contact Relations • 1-800-361-8889 • Promised Date – enter the repair date committed to the customer. (Mandatory field) • Actual Service Date – enter the actual date when repair was performed (this would be the first visit NOT completed date). (Mandatory field) • Service Details Tab

16. First Year Warranty Claim Filling Out The Service Order Form • Technician Name – If the Service Center has set up his technicians in 4CS, then he can select a technician from the drop down. (optional) • Visit Comments – enter comments you want to relay to Mabe related to the service visit. • Number of Visits – number of times you have gone to the customer’s home under this service order in order to complete the repair • Complaint – this is the information provided by the customer when the service request was created. • Service Details Tab • Corrective Action – this is what corrective action you have taken to do the necessary repair. You must select a reason from the drop down menu and provide written detail in the comment section below the field (min of 25 characters) (Mandatory field) • Cause – this is what you have determined as the cause for the need to repair. You must select a reason from the drop down menu (Mandatory field)Cause comment section below the field (min of 25 characters) – this is not mandatory but will cause a soft error This prosess eliminites the need for you to find and enter a fault code.

17. First Year Warranty Claim Updating the Service Order Status Statuses • CLOSE SERVICE ORDER – if customer does not require service you can just close the service order. This will not generate a claim • COMPLETED – once the call is complete and service order is completely filled out, select this option to generate the claim to be paid by Mabe • PARTS ARRIVED – when parts have come in and waiting to install on customers appliance • PARTS ON BACKORDER – parts required are on back order • PENDING PARTS – parts are on order • RESCHEDULING NEEDED – for when customer cancels their appointment with the service center • SERVICE SCHEDULED - appointment has been made to repair customers appliance

18. Allowed Parts Distributors

19. First Year Warranty Claim Filling Out The Service Order Form To enter parts used on the service call: • Part Code – enter the part number here. Clicking on the binoculars beside the entry field will give you a listing of the parts for the model this call is for. • Part Description – will auto fill from the part number entered. • Part Distributor – select the parts distributor this part was purchased from. • Invoice Number – enter the Parts Distributors invoice number that the part was purchased on. • Shipment Type – not used • Ship To – not used • Qty – enter the quantity of this part used on this call. • Unit Price – enter the part price as shown on the invoice.

20. First Year Warranty Claim Filling Out The Service Order Form • Parts purchased locally. • Items such as hose clamps, screw etc. • Use part numberPURCHLOC and distributor as Mabe01. • You must scan and upload the receipt on the attachments tab. • Shipping Charges. • If parts distributor charged you for warranty parts shipping. • Use part number SHIPPING and distributor as Mabe01.

21. First Year Warranty Claim Filling Out The Service Order Form • This screen allows you to attach any files or documents that you may want to submit with your claim. (this would include invoices/receipts for local purchase parts, etc) • Pictures of shipping damage or other parts pictures can be uploaded here

22. First Year Warranty Claim Filling Out The Service Order Form Other Charges • Extra Labour – this is for labour above the flat rate for the service type. • Any entries here for labour need to go to pre-approved status for authorization by your depot manager.

23. First Year Warranty Claim Filling Out The Service Order Form • Select the correct rate type for this call from the drop down. • These rate types align with your contracted service rates. Example.. Sealed System Labour rate will show up on fridges.

24. Mileage - use the expense type drop down to choose travel charges. Enter the KM’s travelled into the distance field. The total amount will be automatically calculated for you.

25. Validation Errors A coloured line under the tab indicates which page the error exists. The colour scheme is as follows. RED – hard error – must be fixed in order to submit. BLUE – soft error – reminder that a field may need to be filled out. Will not stop submission of the claim. GREEN– Bill Of Material error – soft error to remind to ensure correct part number has been put in. This part is not showing up in the part list for the model given.

26. First Year Warranty Claim Filling Out The Service Order Form This screen summarizes the amounts being claimed on the Service Order. The system provides a breakdown of the total labour being claimed, the total parts value being claimed, the total value of the “other charges” being claimed and the sum of all these amounts in the Total Due field.

27. First Year Warranty Claim Filling Out The Service Order Form Once service has been completed and you want to submit a claim, as indicated in the Updating the Service Order status section, go to the Status Change drop down and select the status “Completed”. Click on the Save button on the right side to save the new status.

28. First Year Warranty Claim Filling Out The Service Order Form The Service Order screen now shows a status of Pending as it has been submitted to the Service Admin team to finalize the processing of the claim. You will also see a Claim # indicated on the Service Order screen (CLM####). The claim number is the same number as the SO number.

29. New Statements

30. Navigation Menu • Left side of the screen contains the navigation menu. • EX: Click on home page

31. Home Page • Top section - quick links • Hyperlinks to most used screens • Bottom Section – assigned items • Claims and service orders assigned to your Service Center • Numbers on the far right side indicate the number of these items in this status • Clicking on these numbers will take you to a work queue listing the documents in that status

32. Navigation Menu • My Home Page - this is the same list of links as your home page • New Claim – this opens a new claim. Use this for claims where Mabe did not dispatch you such as extended parts warranty claim • Search Claims – this opens the Claim Search screen. You can enter many criteria to find the claim you are looking for. • Search Service Order - this opens the Search Service Order screen. You can enter many criteria to find the service order you are looking for. • My Dashboard – this link reopens your home page Service Hub • Service Calendar – the Service Center can program time slots that Mabe can dispatch calls to the Service Center • Manage Service Calendar – this screen sets up the hours of operation of the Service Center and can also put in there holidays so calls do not get dispatched at this time. • Service Calendar Search – you can search by date for the calendar in effect for that date

33. Navigation Menu iWarranty • eClaims– for parts warranty claims • Search – Search the service center claims • New Claim -this opens a new claim. Use this for claims where Mabe did not dispatch you such as extended parts warranty claim • New Template – this will bring up a new claim screen and enter common elements and save as a template for future calls iService • Service Order • Search – Search service orders that have been dispatched to your Service Center • Technician Management • Manage Technician(s) – this is where the Service Center manages the individual technicians for time and skills management

34. First Year Warranty Claim Search for a Claim To view a claim the user must click on “Search Claims”. This can be done through the left side of the screen under Warranty-eClaims-Search, by clicking on the Search Claims hyperlinkunder the My Home Page section or by clicking on the Count of the various Status for the Claim Type in the Work Queue . If you know the claim # you can also type it in the Claim # field and hit the Go button.

35. First Year Warranty Claim Search for a Claim As indicated earlier you can find a claim from your home page or: From the Service order ,,, click on Search. You can find a claim by entering a number of criteria . Example, order number, phone number , serial number and so on. You can also search by clicking on the binoculars.

36. Extended (Parts)Warranty Claims Extended warranty claims covered outside of the first year base warranty. Example would be 5 year on the ceran top. These claims are not dispatched and do not require the customer to phone Mabe for a Service request. • Claim process • Go to iWarranty – eClaims – New Claim

37. Extended (Parts)Warranty Claims • Model – • This is the sales model number without the engineering digit(Mandatory field) • Sku – • This is the full model number on the model serial plate of the appliance(Mandatory field) • Claim Type – • New Warranty • Campaigns if this is a manufacturer recall • Based On – use this feature if you have a similar claim to retrieve information from that claim Reference Number – you can enter your company reference number (CCSN) • Comment Field - enter name of person filling out the claim • Product Serial # - • Enter the serial number of the appliance. Enter this number first and the Model and Sku fields will automatically fill in if the information is in the system. (Mandatory field)

38. Extended (Parts)Warranty Claims NOTE: For front load washers and Microwaves including OTR’s, there are duplicate serial numbers. In order to enter these serial numbers, the sales model needs to be put at the end of the serial number. ie HM200428T - GCVH6260FWW. Clicking on the binoculars beside the field will allow you to search for the serial number.

39. Extended (Parts)Warranty Claims • Customer Code – click on the binoculars and search the system for the customer. You can search by phone, name and city. If customer is not found leave this field blank. System will auto generate a code. If customer is found, all customer information will auto populate. • Customer Name – Enter customer name (Mandatory field) • Address Line 1 -4 – enter customers address information name (Mandatory field) • Postal Code – Enter customers postal code. A correct postal code will auto fill the city and province. Format – Z9Z 9Z9 (Mandatory field) • Phone – enter one of the phone fields for the customer contact phone number name • Format 999-999-9999 (Mandatory field) All other tabs are filled out in the same way as the Servicer Order

40. Other features available on 4CS Once you are familiarised with 4CS check out these two features. • Technical Management • Service Calendar.

41. Technician Management • Go to iService– Manage Technicians • This allows you to enter your technicians into the system and assign calls to each technician.

42. Service Calendar • Go to Service Hub – Service Calendar – Manage Service Calendar • This setup allows Mabe to dispatch calls to a customer based on service windows assigned to Mabe by the Service center. • You can also enter in the Service Centers holidays here to prevent dispatching. This only works if you are allowing Mabe to dispatch through this Service Calendar.

43. Very important Reminder: Please make sure you check your emails on a daily basis as we will be sending you the service orders by email. • Questions? • Thank you for your time.