eInfo Meeting Your Customers Needs

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e-Info Meeting Your Customers Needs

• Bergetta Smith
• March 2007

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What is eInfo?

• Internet resource that provides your customers
  the ability to transact business with you 24
  hours a day, 7 days a week.
• Competitive advantage and a value add for your
  dealership.

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eInfo Customer Value

• Order product
• Place service calls
• View invoices orders
• View receivables
• Manage equipment assets

• Review service history
• Identify equipment under service contract
• Enter current meters view past meters

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eInfo Dealer Value

• Reduces administrative tasks resulting in a
  reduction in internal costs.
• Makes doing business with you easier.
• Gives even the smallest dealers the ability to
  compete with major competitors.

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Administrative Cost Reduction

• Having your customers directly input supply
  orders, service calls and meter readings into
  eAutomate through eInfo will reduce your cost of
  doing business.
• Inside sales, contracts and dispatch operators do
  not have to manually input customer orders,
  meters or service calls.
• Inbound phone calls are reduced. Outbound sales
  calls can increase.
• Online access to open invoices reduces collection
  calls, customer invoice inquiries and speeds up
  payments.

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Make It Easier to do Business

• Allows customers to place orders or service calls
  when they want.
• Gives customers access to their own data anytime.
  
• Provides customers with an internal asset
  tracker.

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Staying Competitive

• Customers are asking for the technology from
  their partners.
• Automatic functions of eInfo expands your
  resources without the hiring of additional
  employees.

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eInfo Set Up

• Things to consider at the Customer account level
• Locations
• Are there multiple locations? Parent/Child?
• Should a Master location be identified?
• How is the Customers equipment assigned?
• Customer Pricing.
• Users
• Establish customer access levels (service,
  supplies, history, meters etc).
• Unique passwords.

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eInfo Set Up

• Things to consider at the Equipment/Item level
• Related Items must be completed
• Customer equipment must be enabled
• Item categories must be enabled

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Placing a Supply Order

• With the related item build, only supplies
  specific to the equipment the customer has
  selected are shown.
• Custom price levels shows customers specific
  pricing whether fully billable, under contract or
  at a preferred pricing level.
• Order is automatically entered into eAutomate as
  a quote.
• Quotes are easily reviewed and turned into sales
  orders.
• Order confirmation email is automatically sent to
  your customer.

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Viewing Account Information

• View Order Status
• New, Picked, Shipped, Back ordered, Canceled, etc
• View Order History (by Item, by Order)
• View Invoices (ability to print)
• View Account Aging Report

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Placing a Service Call

• Customer selects equipment from their own
  listing.
• System number and serial number automatically
  provided.
• Contract information is listed.
• Service call is automatically entered into your
  eAutomate dispatch
• Confirmation email is generated with service call
  number and call information.

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Entering a Meter Read

• System shows customers how many meters they have
  and which meters are due.
• Setting the meter buffer will prohibit invalid
  meter reads from being accepted.
• eAgent Meter request can provide direct link to
  eInfo.

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Viewing Contract Status

• Allows customers to see the contract status of
  each piece of equipment.
• See installation date.
• View contract/warranty expiration dates.
• View meter history.

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Service history(can be enabled or disabled by
dealership)

• View service history.
• Response times.
• Dispatch status (pending, dispatched, invoiced).
• Technicians name, arrival and departure time.
• Problem and resolution.
• Usage history for each call.

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The Goal

• Automatically set up your new customers with
  eInfo train them from the start of your
  relationship.
• Systematically set up existing customers.
• Combine eInfo set up and training with your
  equipment training.