BullsEye Telecom Remote Order Entry (ROE) Training November 2001Revision 3
Introductions What is ROE? Benefits Getting Started Business Rules How to Create an Order How to Save an Order How to Modify an Order Submitting an Order Method 1 Method 2 Method 3 Submission Log Order Status Reporting Updating User Profile RTS process Support ROE Updates Questions Agenda
Remote Order Entry What is ROE? • ROE stands for Remote Order Entry • Proprietary BullsEye Telecom application • Allows for the acceptance and submission of orders through an automated on-line interface from a remote location • ROE is not a proposal tool
Benefits of ROE ROE is better than paper because it: Shortens the sales cycle: Deliver quotes to customers in real time via an e-mail and web interface. Customers accept the quote with two mouse clicks – no hard signature required. Increases Order accuracy: A single interface eliminates the need to key orders into multiple systems. Improves provisioning intervals: Our fully automated systems allow for streamlined operations and reduced interval times allowing for quicker revenue generation. Provides Tracking and reporting: Track orders through initial provisioning steps to full activation.
Getting Started System Requirements • Windows 98, Windows ME, NT, 2000 or XP • 32 MB RAM • 30 MB hard drive disk space • 56K or higher Internet access(for application download and order submission) • ROE does not run on Windows 95 or lower, or any Macintosh Operating System
Getting Started Other Requirements • Non-Disclosure Agreement signed • User Profile Established – Including your e-mail address • User ID and Password • Do not share your ID and Password with other agents – these IDs drive your commissions and your ability to view the status of orders in your hierarchy
Getting Started The ROE application, supporting documents, links and other useful information can found at: http://roe.bullseyetelecom.com
Getting Started roe.bullseyetelecom.com Download ROE Go to the Status Report Web Site View this PowerPoint presentation. Download the ROE Quick Start Guide, which includes installation instructions NOTE: These downloads are password protected.
Business Rules • One BTN per Order • This creates multiple bills (one for each BTN) at this time regardless of location(s) • Although you may select long distance by line, IntraLATA selection is for all lines on the account. • Although our billing system converts everything to capital letters, type in title case for an easy to read order for the customer. • Do not start the company name with “The” • Example: The Looking Glass should be entered as Looking Glass, The
Business Rules • Ensure your customer does not have any pending order activity • PIC change • Service additions/deletions • Line additions/deletions • Ask the customer if they have had any order activity in the last 30 days • If so, indicate in the Notes field that activity is pending • If CSR indicates changes have not yet occurred, we will hold the order until the changes appear on the CSR
ROE Requirement Note that you must be on-line for all of your ROE activity… • Preparing and Saving an Order • Loading a Saved Order • Submitting an Order • Order Status Reporting
Creating an OrderLogging In • To log in to ROE • Start ROE by clicking Start, pointing to Programs, pointing to BullsEye Telecom, and then clicking ROE.
Creating an OrderLogging In • Type your User Name and Password. You will select either Start New Order or Open A Saved Order to continue. You are finished logging into ROE.
Creating an OrderSample Order Our Sample Order For this demonstration we are going to pretend that you are John Smith, a Michigan agent, and that you want to submit an order detailed as follows: Company Name and Address: CTC, Inc. 12345 Test Lane, Suite 330 Detroit, MI 48202 Contact person: Susan Susanis with an e-mail address of firstname.lastname@example.org. Her telephone is (248) 555-2732 and fax is (248) 555-2736. Requested services: • Six-line account • Two-year service contract • Local Call Pack 500 • IntraLATA Toll • Long distance on all lines • Voice mail on six (6) lines • Two (2) toll-free lines • Six (6) calling cards • No changes to line options -Migrate (As Is) Lines to Migrate: BTN – (248) 555-1211 WTN – (248) 555-1212 WTN – (248) 555-1213 WTN – (248) 555-1214 WTN – (248) 555-1215 WTN – (248) 555-1216 Watch out! See if you can find the mistake we make while entering this order.
Creating an OrderStart a New Order • To start a new order • After you log in, click Start New Order. The User Name and Password identifies the sales person associated with this order in both ROE and the Voice Order Management system. Be sure to type the correct User Name and Password for accurate order tracking, history and commission purposes.
Creating an OrderStart a New Order • The Order Header Information window appears and should be blank except for the Sales Person field. Type the customer’s address and contact information by pressing tab and shift+tab to maneuver through the fields, and then click Update. The Sales Person field defaults to the ID and full name of the sales person based on the User Name and Password used during login. The Company Name field identifies the customer’s billing name. The Contact Email field identifies the “To” address that the order is e-mailed to when submitting the order electronically.
Creating an OrderStart a New Order • Click 2-Year Contract term. Contract terms vary by region and sales group. Certain contract terms may not be available.
Creating an OrderStart a New Order • Type the BTN in the box, and then click OK. After you type the BTN and click OK, the ROE Main Window appears.
User Interface OverviewMain Window and Button Bar The title of the Main Window displays Account Level information. The ROE user interface has two main areas. The left portion of the screen is called the Main Window. The Main Window displays the customer’s company information and line configuration options. The right portion displays the Button Bar. Each button has a specific function. Each folder (Address & Contact Info, Local Call Packs, IntraLATA Toll, etc.) can be expanded or condensed. Click the plus sign (+) to expand a folder. Click the minus sign (-) to condense a folder.
User Interface OverviewButton Bar Functions Address & Contact InfoEnables you to update the customer’s contact information. SaveSaves the order so that you can load it later. OpenOpens a saved order. NewClears the screen so that you can start a new order. SubmitDisplays the submission method options so that you can submit the order. PrintPrints the order to your local printer, if connected. ViewDisplays a ‘print preview’ of the order on screen. Accept PhraseDisplays the accept phrase customer uses when confirming the order via the Web using submission method 1. NotesEnables you to type an informational note to add to the order. Submit LogDisplays a list of orders that have been successfully submitted. Add a line to MigrateEnables you to specify WTNs associated with this order’s BTN.
Creating an OrderStart a New Order • Mark the checkbox for the desired Local Call Pack. Your selection updates the Usage Matrix.
Creating an OrderStart a New Order • If the customer currently has Ameritech for IntraLATA service, you must choose BullsEye Telecom for IntraLATA service by checking the IntraLATA Toll check box (Ameritech does not offer stand-alone IntraLATA service). • If the customer currently has another long distance carrier for IntraLATA, and prefers to keep this provider, check the Other check box. • Mark the checkbox for the desired IntraLATA Toll. Again, your selection updates the Usage Matrix.
Creating an OrderStart a New Order • Mark the checkbox to select long distance for all lines or for partial lines.
Creating an OrderStart a New Order • Mark the checkbox(es) for the desired Long Distance service(s), and then enter the Quantity.
Creating an OrderStart a New Order • We have taken the pain out of gathering the specifics on services where we need more information. • In our order verification process, we review the order with the customer and collect the card holder names and PINs for calling card(s), Toll Free LOAs, and what lines have elected LD and length of non-validated acct codes if applicable. • Note that currently the $1 Non-Recurring Charge for each calling card and the $2 Monthly Recurring charge per Toll Free Number do not show up in the order. Be sure to communicate this with your customer up front.
Creating an OrderStart a New Order • Select the desired Voice Mail Service(s).
Creating an OrderStart a New Order • Click in the On How Many Lines column and then click the up arrow to select the number of lines affected by this Voice Mail Service(s).
Creating an OrderStart a New Order The Usage Matrix area of the main screen summarize the services and options you previously selected. The Usage Matrix is display only; you cannot select or deselect any options here.
Creating an OrderStart a New Order Type the first WTN. For your convenience the box automatically fills with the area code and prefix (NPA/NXX) of the BTN you typed after logging in. • Click Add a line to Migrate on the button bar.
Creating an OrderStart a New Order Type the second WTN, and then click OK. • Click Add a line to Migrate on the button bar again.
Creating an OrderStart a New Order Type the third WTN, and then click OK. • Click Add a line to Migrate on the button bar again. Repeat step 15 and 16 to add the last two WTNs: (248) 555-1215 (248) 555-1216
Creating an OrderStart a New Order Important!! • The Legal verbiage in the order states that by approving the order, the customer authorizes BullsEye Telecom to assume lines and services indicated on their Customer Service Records (CSRs). This means that if we find additional lines on the account, we will migrate those lines “As Is.” • Please ensure that you have the most accurate WTN information associated with the BTN account. Your order will not calculate accurately if you do not list the appropriate BTN and WTNs in ROE.
Creating an OrderStart a New Order • Notice that the To Migrate information populates with the WTN telephone numbers you just added. If the customer is within the 340 LATA, you can click the ShortStop check box next to the line to include an inside wire maintenance agreement. The BTN appears green to differentiate it from the WTN(s).
Creating an OrderStart a New Order If you notice that you have typed a Phone Number incorrectly, for example, you transposed a number, you can easily change it. Simply click the telephone number to open the Change Original Order Line Number box, retype the number, and then click OK.
Creating an OrderStart a New Order You are through creating a new “As Is” order. Optionally, you can create an “As Specified” order. What’s the difference? “As Is” Orders “As Is” means that the line options that the customer originally had on their line(s) are the services they want to keep. “As Is” orders are, by nature, virtually error-free migrations. For this reason BullsEye Telecom recommends that you create “As Is” orders. “As Specified” Orders “As Specified” means that the customer wants to change line options. Because “As Specified” Orders increase the risk of service disruption to your customer, BullsEye Telecom highly recommends that you instead create “As Is” orders, and instruct the customer to change their line options after their service has been successfully migrated.
Creating an OrderStart a New Order • To modify the services related to the BTN or to any of the WTNs, right-click the telephone number and click Specify Options (As Specified).
Creating an OrderStart a New Order To keep or add features, mark the checkbox. • Mark the check box related to the desired Call Management Services. To discontinue a service that the customer currently has on the line, clear the checkbox.
Creating an OrderStart a New Order • Click Notes on the button bar to type an informational note to add to this order, and then click Update. Any text that you type for the note is included in the order that the customer receives. Customer ordered additional services on the first of the month. As stated in the header of this note box, do not include any pricing or promotion offers here. Doing so will reject the order.
Creating an OrderStart a New Order • Click View to review the order. Click the End Preview icon (the last icon on the toolbar) to close the preview window. Optionally, you can review a hard copy of the order by clicking Print on the button bar to print the order to your local printer. Watch out! Check the customer’s zip code. It should be 48202! Congratulations! You have found the error in our sample order. Click here to change the customer’s zip code.
Submitting an OrderSubmission Methods Overview Submitting an order sends order information to the Voice Order Management (VOM) system. It also prepares the order for confirmation by the customer in one of three forms: Submission Method 1 – (Electronic LOA) Automatically e-mails the customer using the “To” e-mail address as specified in the Contact E-mail address field. The customer accepts the order by clicking on a Web link in the e-mail and then entering the Accept Phrase when prompted. The sales person is CC’d on this e-mail. Submission Method 2 – (Hard copy) Prints the order to a local printer so that you can give it to the customer. The customer must sign the order and then return it to you. Submission Method 3 – (E-mail with PDF) Automatically generates the order in PDF (Portable Document Format), which is e-mailed as an attachment to the customer. The customer opens the PDF order using the free Adobe Acrobat Reader, prints the order, signs it, and then returns it to you. The sales person is CC’d on this e-mail.
Submitting an OrderSubmission Method 1 • To submit an order via submission method 1 (ELOA) • Once you’ve created the order, click Submit on the button bar. NOTE: Remember, your PC must be connected to the Internet to submit an order.
Submitting an OrderSubmission Method 1 • In the Order Submission Options window, click 1.
Submitting an OrderSubmission Method 1 • Wait while the order is submitted. It may be helpful to make a note of the Telcare ID for future reference since it is one of the ways we track customers in the Submission Log and the BullsEye Telecom billing system. Click OK to continue. NOTE: You can validate that the order was submitted successfully by viewing the Submission Log.
Submitting an OrderSubmission Method 1 • Write down the Accept Phrase (in this example, “Trick”), and then click OK. You are finished submitting an order via submission method 1. NOTE: If you receive an error during the submission process, save the order so that you don’t lose any of the order information. Saving the order enables you to open it later. Possible errors that may occur include problems with your dial-up connection or other errors unrelated to ROE.
Submitting an OrderE-mail - Submission 1 What does the e-mail sent to the customer and the sales agent look like?
Submitting an OrderWeb - Submission 1 What does the Web site look like? The customer types the Accept Phrase, here… … and then clicks Enter.
Submitting an OrderThe Order Primary Contact Information: your name, e-mail, telephone, and fax What does the order look like? Legal Verbiage Customer’s name and address Notes, if any Line configuration options NOTE: The signature line does not appear on the order created by Submission Method 1. Acceptance of the order is electronic, therefore, a signature is not required.
Submitting an OrderSubmission Method 1 • Upon clicking Submit, an e-mail is sent to the customer asking them to confirm the order. • The customer receives a telephone call from you with the Accept Phrase. • The customer clicks the Web link in the e-mail that takes them to a Web site. There they can preview the order and check it for accuracy. • The customer types the Accept Phrase then clicks Enter. • The order is automatically advanced to the next processing stage in the VOM (Voice Order Management) system. Review of Submission Method 1 Submission Method 1 is the quickest method for submitting an order.
Submitting an OrderSubmission Method 2 • To submit an order via submission method 2 (hard copy) • Once you’ve created the order, click Submit on the button bar.
Submitting an OrderSubmission Method 2 • In the Order Submission Options window, click 2.