SuccessWare has a feature for tracking third party service contracts, such as protection plans, home warranties, etc. This feature is not intended to be used for an extended warranty on a specific piece of equipment, but should be used only for “whole home” contracts that may cover many or all systems at a customer location.
When performing work covered under a contract, you will enter the claim number on the job for tracking and reporting purposes.
This
reference book is used to set up your standard list of Contract Plan
Types. Plan types are used when setting
up a contract to identify what is covered by the contract and the terms of
coverage.
To
set up your standard list of contract plan types, open the Reference Library,
select Customer Service, and select Third Party Contract Plan Types. Use normal
reference book editing actions to add, change, or deactivate plan type codes.
On
the Customer Service tab of the User Groups form, check mark the Third Party
Contract / Create/Modify/Delete user ability for those user groups that are
allowed to modify contracts.
You
can keep track of which of your customers have a third party contract covering
their location address. Note that
keeping track of third party contracts is optional. You can still identify claim numbers during
job entry without having to identify the contract information on the location
record.
The Third Party Contract Form is used to maintain contracts under which you may perform service work. To access the Third Party Contract Form for a location, use standard SuccessWare®21 location/customer navigation…
· Whenever you have the Customer Form available or if you are in Dispatch with a call or assignment selected, press Alt+F7 to open the Third Party Contract Form.
· Right-click and use the “Open…” sub-menu
· Double-click on the third party contract indicator in the Customer Form.
On this form enter the contract number (up to 20 characters) and any comments pertaining to this contract. While in Edit mode you can check and uncheck which plan types are applicable to this contract. In addition, by right-clicking on a plan type and choosing Update Systems Covered you can set the number of systems covered by this contract. You can also remove the contract information in case the contract has been canceled or terminated.
When you open a customer location, there is an indicator that shows whether or not a third party contract has been entered for the location. The indicator lights up according to the following chart if the location has a contract.
|
Color |
Meaning |
Possible actions to
take |
|
Dark Green (indicator off) |
The location does not have a contract. |
You may add a contract, if necessary. |
|
Bright (Lime) Green |
The location has a contract and the contract is associated with the location’s current default billing account. |
No action should be necessary unless the contract has been canceled or terminated and should be removed. |
|
Yellow |
The location has a contract but the default billing account for the location has been changed since the contract was established. |
You may need to either, · reset the default billing account status for the location, or · Remove the contract and re-add it (which will use the location’s current default billing account) |
|
Red |
The location has a contract but the billing account originally associated with the contract is no longer linked to the location. |
You should either, · remove the contract if it is no longer valid for the location, or · Remove the contract and re-add it (which will use the location’s current default billing account) |
You can mouse over the indicator to display contract information – i.e. the Contract No and a comma-separated list of Plan Types.
When a call/assignment is selected in the call center, the call information panel at the bottom of the form shows the contract number for the location and the claim number for the job. You can mouse over the displayed values to view more detailed information about the contract or claim.
When performing work covered under a third party contract, you have verified coverage, and you have been issued a claim number by the contract provider, you can enter the claim number for the job. If a third party contract number had been entered for the location, the system will automatically pull in the contract number. If you are not keeping track of third party contracts on your locations, you will be required to enter the contract number for the claim on the job.
The claim number will carry over to the invoice for the job and print on the invoice for the job, as well as on several of the job and invoice related reports.
Claim information for the selected call/assignment is visible to dispatchers in the call information panel at the bottom of the Call Center (Dispatch).
To search for a customer with a particular contract number, on the customer search form select Contract No and enter the contract number you would like to find. Wildcard searches are allowed.
A Third
Party Contract Plan Type List report has been created which details the
location name, address and number of systems covered for each third party
contract. This report also summarizes counts for the number of locations
covered, number of plans, and total number of systems covered.
Claim number and contract number for the job will print on the printed invoice(s).
Reports that include the location contract number include…
· Service Location List
Reports that include the claim and contract number for the job include…
· Sales Invoices / Sales Invoice Items
· Assignment List
· Job Summary
· Work Order Summary
· Printed Work Order
Marketing lists will include the contract number and a comma-separated list of plan types for each location. These extra fields can be exported allowing further list manipulation in Excel or other applications.