Agreements - SuccessWare®21 · your company will sell agreements you will have to make four main decisions: Will your agreements cover maintenance, service or both?

Agreements

Table of Contents

i

Table Of Contents Objectives ...................................................................................................... 3

Agreements .................................................................................................... 4

Agreements Overview ........................................................................................................ 4 Agreements and the General Ledger ................................................................................. 5

Creating an Agreement ................................................................................. 5

Creating an Agreement ...................................................................................................... 5 Creating a New Agreement from an Invoice ...................................................................... 5 Creating a Maintenance Agreement with Periodic Billing Using Deferred Revenue .......... 6 General Ledger Activity for Agreements with Deferred Revenue .................................... 10 Creating a Prepaid Maintenance Agreement without Deferred Revenue ........................ 11 General Ledger Activity for Agreements without Deferred Revenue ............................... 14 Creating a Perpetual Service Agreement with Service Reserve ...................................... 15 General Ledger Activity for Agreements with a Service Reserve .................................... 18 The Agreements Form ...................................................................................................... 19 Additional Agreement Information .................................................................................... 23 Adjusting Agreement Reserve .......................................................................................... 24 Agreement Profitability ..................................................................................................... 25 Agreement Status ............................................................................................................. 26 Visit Load .......................................................................................................................... 26 Open Visits Form .............................................................................................................. 27 Visits Value Form ............................................................................................................. 28 Editing an Agreements Payment Method ......................................................................... 29 Creating an Agreement Key Items to Remember ............................................................ 29

Activating an Agreement ............................................................................ 30

Activating an Agreement .................................................................................................. 30 Activating an Agreement Key Items to Remember .......................................................... 30

Agreement Commissions ........................................................................... 31

Agreement Commissions ................................................................................................. 31 Agreement Commissions Key Items to Remember ......................................................... 32

Agreement Templates ................................................................................. 32

Agreement Templates ...................................................................................................... 32 Using an Existing Template to Create an Agreement ...................................................... 32 Creating an Agreement Template .................................................................................... 33 Agreement Templates Key Items to Remember .............................................................. 33

Entering Pre-existing Agreements ............................................................. 34

Entering Pre-existing Agreements .................................................................................... 34 Adding an Existing Agreement ......................................................................................... 34 Entering Pre-existing Agreements Key Items to Remember ............................................ 36

The Agreement Manager ............................................................................. 36

The Agreement Manager .................................................................................................. 36 The Search Bar ................................................................................................................ 37 Using Additional Search Fields......................................................................................... 39 Using Filters to Narrow Your Search. ............................................................................... 39 The Agreement Manager Key Items to Remember.......................................................... 43

Periodic Invoicing of Agreements .............................................................. 43

Periodic Invoices .............................................................................................................. 43 Creating Periodic Invoices ................................................................................................ 43

Table Of Contents

ii

Creating a Single Periodic Invoice: .................................................................................. 45 Periodic Invoicing of Agreements Key Items to Remember ............................................. 45

Scheduling Agreement Visits ..................................................................... 45

Scheduling Agreement Visits............................................................................................ 45 Printing the Visits Due by Month Report .......................................................................... 46 Printing Labels for Visit Reminder Mailings ...................................................................... 47 Scheduling Agreement Visits from the Agreement Form ................................................. 48 Scheduling Agreement Visits from the Call Center .......................................................... 49 Scheduling Agreement Visits Key Items to Remember ................................................... 50

Recording Agreement Visits ....................................................................... 50

Recording Agreement Visits ............................................................................................. 50 Recording an Agreement Visit .......................................................................................... 50 General Ledger Activity for a Recorded Agreement Visit ................................................. 51 Recording Agreement Visits Key Items to Remember ..................................................... 52

Charging a Service Call to an Agreement ................................................. 52

Charging a Service Call to an Agreement ........................................................................ 52 General Ledger Activity for a Charged Service Call ......................................................... 52 Charging a Service Call to an Agreement Key Items to Remember ................................ 53

Renewing Agreements ................................................................................ 53

Renewing Agreements ..................................................................................................... 53 Renewing Agreements in the Invoice Form ..................................................................... 53 Renewing an Agreement from the Agreement Form........................................................ 54 Renewing Agreements from the Agreement Manager ..................................................... 54 Building Renewals from the Agreement Manager ............................................................ 54 Editing Renewals from the Agreement Manager.............................................................. 55 Printing Renewal Notices from the Agreement Manager ................................................. 55 Activating Renewals from the Agreement Manager ......................................................... 56 Renewing Agreements Key Items to Remember ............................................................. 57

Terminating Agreements ............................................................................ 57

Terminating Agreements .................................................................................................. 57 Terminating Agreements Key Items to Remember .......................................................... 59

Agreements

SuccessWare21, Inc. 3

OBJECTIVES

After completing this unit, the student will be able to:

Identify the two types of agreement coverage.

Identify the two terms of agreement coverage.

Understand deferred maintenance revenue.

Understand the use of service reserve.

Identify the default General Ledger accounts affected by agreement

processing.

Understand the methods available for billing agreements.

Create an agreement.

Activate an agreement.

Create and use agreement templates.

Pay agreement commission.

Schedule maintenance agreement visits.

Record service agreement calls.

Renew agreements.

Terminate agreements.

Agreements

4 SuccessWare21, Inc.

AGREEMENTS

Agreements Overview

SuccessWare21 allows you to create membership agreements to meet any style of

agreement that your company chooses to use. Keep in mind that agreements must

be activated before you can make use of the agreement to perform service or

schedule maintenance!

SuccessWare21 allows you to employ 2 types of agreement coverage:

Maintenance coverage -these consist of covering scheduled maintenance

visits.

Service coverage -these include coverage of unexpected service calls.

Agreements can be set up to cover maintenance, service or both.

Maintenance agreements can have their revenue deferred so that a portion of the

revenue is realized as each visit is performed, as opposed to realizing all of the

revenue at the time the agreement is activated. This allows you to more

realistically account for incoming revenue over the life span of the agreement. If

the agreement is terminated, any deferred amount is automatically released as

current revenue. If an agreement expires and all of the required visits have not

been performed, the amount left in the deferred revenue account is not realized as

current revenue until the remaining visits are marked complete or cancelled.

Service agreements can be set up so that reserve account is established to cover

the expense of work performed under the agreement. Any deposits deposit or

periodic payment is immediately realized as revenue, however a separate expense

transaction places funds into a service reserve account. This account will then be

charged against as service visits are performed. If more than the value of the

reserve account is required to meet the agreement, an expense excess account will

be charged. If the agreement is terminated, any amount in the service reserve

account, related to the agreement is removed and returned to the expense account

from which it was originally charged. If an agreement expires and there is still a

balance in the reserve account, the reserve amount must manually be returned to

the expense account from which it was originally charged.

Agreements can be set up to run as either perpetual or fixed length.

Perpetual agreements - indefinite and are in effect from the starting date until

the customer cancels the agreement, therefore perpetual agreements do not

have an end date.

Fixed-term agreements - are in effect from a set start date through a set end

date, at which time the agreement will expire or can be renewed.

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Agreements and the General Ledger

Whenever you activate an agreement, invoice an agreement, or perform a visit or

service related to the agreement, there are entries that are posted to the General

Ledger.

There are five default General Ledger accounts that are associated with

agreements.

Agreement Revenue - contains recognized agreement revenue.

Agreement Deferred Revenue -contains revenue that is to be recognized in the

future (when a maintenance visit is performed). This is a liability account.

Agreement Reserve -liability that is set aside to cover future service calls that

are charged against the agreement.

Agreement Expense -expense entries that are made in association with

agreement reserve.

Agreement Expense Excess -expense entries that are made in excess of the

original reserve amount.

CREATING AN AGREEMENT

Creating an Agreement

Just as you needed to make some business decisions as to how you were going to

do your tasks when you set up your PriceBook, you must make some similar

business decisions when you create your agreements. When determining how

your company will sell agreements you will have to make four main decisions:

Will your agreements cover maintenance, service or both?

Will you make use of defer revenue or service reserve?

Will your agreements have a fixed term or will they be perpetual (no end

date)?

Will your agreements be billed periodically, at the time of service, or will pre-

payment be required.

In this section we will go through the steps for creating three types of agreements.

These three agreements will cover each of the options mentioned above.

Creating a New Agreement from an Invoice

Quite often, an agreement will be sold while performing service at a customer’s

location. For this reason, SuccessWare21 has made it easy for you to create the

agreement while in the customer’s invoice.

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Follow these steps to create an agreement.

1. Complete the call as you normally would.

2. Open the invoice.

3. Enter the invoice date.

4. Click the Agreements button.

5. Choose New Agreement from the drop-down menu. This will open the

AGREEMENT form ready to enter a new agreement.

6. Fill in the agreement information.

7. Click Save.

The agreement will now display as a line item on the invoice.

Creating a Maintenance Agreement with Periodic Billing Using

Deferred Revenue

1. Open the new agreement

NOTE: To create a new agreement whenever you are viewing a screen with a

customer selected, press F7 to call up the AGREEMENT screen and then click

New Agreement.

2. Click on the TYPE drop-down table and choose the desired AgreementType

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You will be prompted to decide whether to use the agreement template for this

type or not. Click No. This example will not use the template.

NOTE: Templates allow you to create a template with most of the fields already

populated. For consistency sake and reduction of errors, it is highly recommended

that you base your agreements on a template. For further information see the

Agreement Template section.

3. Choose the coverage type from the COVERS drop-down menu.

4. Choose the term of the agreement from the TERM drop-down menu.

NOTE: Perpetual term agreements cannot be pre-paid.

5. Choose a department from the DEPT drop-down menu..

6. Enter the number of maintenance visits that will be performed each year in the

VISITS/YEAR field.

7. Enter the coverage duration in the YEARS field. SuccessWare21 will calculate the

total number of visits in the #VISITS field.

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8. Enter the SALE and START date of the agreement. SuccessWare21 will calculate

the End date.

NOTE: If the agreement will have a scheduled maintenance visit in the same

month as the start date (i.e. March start date and a March visit), you will use the

day of the month to tell the system whether the visit is for this year or next year.

Dates of 1 – 16 will schedule the visit for this year.

Dates of 17 – end of month will schedule the visit for next year.

9. If there is a discount on other work that is associated with the agreement, enter the

discount type and the percentage.

10. Choose the sales person and preferred technician from the SALES and TECH drop-

down tables.

11. Choose a payment method using the PMT METHOD drop-down menu. The type of

payment you choose will determine the related fields that display.

Note: A payment method is only necessary for agreements that involve periodic

billings. The payment method chosen will display as periodic invoices are created.

12. Place a checkmark in the DEFER REV? box. You will later specify a portion of the

deposit that will be entered in the deferred revenue General Ledger account. The

full amount of future periodic billings will be placed in the deferred revenue

account as well. Revenue will be realized as visits are completed.

13. In the BILLING METHOD? drop-down menu, select Periodic billing.

14. Choose ADD TAX if you want add tax to the bill amount. Tax will not be included

in the bill amount, but rather added to it.

15. Choose the frequency of billing from the FREQUENCY drop-down menu. If you

choose Monthly, all months will be checked. If you choose any other frequency

you must check the months you want to bill your customers. SuccessWare21 will

calculate the total number of payments. Perpetual agreements will have no

"number of payments".

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17. Choose the date you would like billings to start by from the START DATE drop-

down menu. This will define the date of the first billing due and therefore the first

periodic invoice. If you have assigned specific days for periodic invoices, pick the

date from the drop down.

18. Enter the total cost of the agreement as shown in the following example, as well

as any amount received as a deposit and the portion of that deposit you want to

designate as deferred revenue. If this were a perpetual agreement you would not

enter a total cost, but only the deposit amount (if any), the amount of that deposit

to defer and the bill amount.

NOTE: In this example, of the $100 deposit, $25 will be realized immediately as

revenue. The other $75 will be placed in deferred revenue. As each periodic bill is

paid the entire $10 will be deferred. As each bi-annual visit is performed, $67.50

of agreement revenue will be realized. (The total value of each visit is $70,

however, $25 (already realized)/10 (Total # visits) =$2.50 of each visit is already

realized as revenue. $70-$2.50 = $67.50 revenue as each visit is performed.)

19. Right-click in the EQUIPMENT LIST window and select Edit Eq List, or press

Enter. This will generate a list of equipment that has been entered for the current

location.

20. Checkmark any equipment that will be covered by the agreement.

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NOTE: If there is no equipment, or a piece of equipment is missing, press F6 to

open the EQUIPMENT window and create a new piece of equipment.

21. After you have chosen the equipment to be covered by the agreement, click OK.

22. Choose a VISIT TYPE. A Visit Type identifies the kind of work that you will

perform when maintenance visit is performed. If there are multiple visits in the

year, but they are the same Visit Type, only one visit needs to be added and

multiple months will be marked. If there are different Visit types performed

during the year, a separate line must be added for each visit type.

23. Tab to the months that will contain visits and place an “X” in them.

24. Press Enter again to save the line. To add another visit type press Alt+Insert to

add a new line.

25. Tab to the VISIT NOTES field and enter any relevant information.

26. If there is a task code associated with the VISIT TYPE, it will display in the TASK

CODE field. If you wish to create a custom task for this agreement, click on the

drop-down arrow to create a custom task.

27. Click Save to save the agreement.

Remember: The agreement must be activated before any transactions can be

posted against it. See Activating Agreements for further information.

General Ledger Activity for Agreements with Deferred Revenue

When an agreement with deferred revenue posts (on activation), a number of

General Ledger entries are made.

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In the example above, $25 is credited to agreement revenue, $75 is credited to

deferred agreement revenue. As each visit is performed and the invoice for it

posted, the per-visit amount (in this example $67.50) will be debited from

deferred agreement revenue and credited to agreement revenue.

Creating a Prepaid Maintenance Agreement without Deferred Revenue

1. Open the new agreement.


customer selected, press F7 to call up the AGREEMENT screen and then click New

Agreement.

2. Click on the TYPE drop-down table and choose the desired AgreementType.


type or not. Click No. This example will not use a template. For further

information see the Agreement Template section.


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5. Choose a department from the DEPT drop-down menu.

6. Enter a number of maintenance visits that will be performed each year in the

VISITS/YEAR field.

7. Enter the coverage duration in the YEARS field. SuccessWare21 will calculate the

total number of visits in the #VISITS field.

8. Enter the SALE and START date of the agreement. SuccessWare21 will calculate

the END date.

NOTE: If the agreement will have a scheduled maintenance visit in the same

month as the start date (i.e. March start date and a March visit), you will use the

day of the month to tell the system whether the visit is for this year or next year.




discount type and percentage in the DISC and % fields.

10. Choose the sales person and preferred technician from the SALES and TECH drop-

down tables.

11. Select Prepaid from the BILLING METHOD? drop-down menu.

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12. Enter the total cost of the agreement, as shown in the example below.

NOTE: In this example, since this is a prepaid agreement, the entire total of the

agreement is listed as a deposit. This example does not use deferred revenue, so

the entire total will be realized as agreement revenue when the agreement is

activated.

13. Right-click in the EQUIPMENT LIST window and select Edit Eq List. This will

generate a list of equipment that has been entered for the current location.


NOTE: If there is no equipment or a piece of equipment is missing, press F6 to

open the EQUIPMENT window and create a new piece of equipment. (See the

Invoicing section of the manual- Creating Equipment.)

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15. In the VISITS portion of the window, press Enter to select the months during

which visits should occur.

16. Choose a VISIT TYPE.

17. Tab to the months that will contain visits and place an “X” in them.

18. Press Enter again to save the line. To add another visit type press Alt+Insert to

add a new line.

19. Tab to the VISIT NOTES and enter any relevant information.

20. If there is a task code associated with the VISIT TYPE, it will display in the TASK

CODE field. If you wish to create a custom task for this agreement, click on the

drop-down arrow to create a custom task.




General Ledger Activity for Agreements without Deferred Revenue

Since the preceding agreement was prepaid and used no deferral of revenue, the

entire total of the agreement is realized as agreement revenue.

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The Agreement Revenue Account is credited $450.

Creating a Perpetual Service Agreement with Service Reserve

1. Open the new agreement


customer selected, press F7 to call up the AGREEMENT screen and then click

New Agreement.

2. Click on the TYPE drop-down table and choose the desired Agreement Type


type or not. This example will not use the template. For further information see

the Agreement Template section.



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5. Choose a department from the DEPT drop-down menu.

6. Since this is a perpetual agreement and it involves no scheduled maintenance

visits, the VISITS/YEAR, YEARS and #VISITS fields will be grayed out.

7. Enter the SALE and START date of the agreement. There will be no END date.

NOTE: If the agreement will have

a scheduled maintenance visit in the same month as the start date (i.e. March start

date and a March visit), you will use the day of the month to tell the system

whether the visit is for this year or next year.




discount type and percentage in the DISC and % field.

9. Select the sales person and preferred technician from the SALES and TECH drop-

down tables.

10. Check the USE RESERVE? checkbox. You will later specify a portion of the

deposit that will be entered in the agreement reserve General Ledger account. The

full service portion of future payments will be placed in the agreement reserve

account as well. The reserve account will be used to cover the expense of service

calls associated with the agreement.

11. In the BILLING METHOD? Drop-down menu, select Periodic Billing.

12. Choose ADD TAX if you want add tax to the bill amount. Tax will not be included

in the bill amount, but rather added to it.

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13. Choose the frequency of billing from the FREQUENCY drop-down menu. If you

choose Monthly, all months will be checked. If you choose any other frequency

you must check the months you want to bill your customers. Perpetual agreements

will have no "number of payments".

14. Choose the date you would like billings to start by from the START DATE drop-

down menu. This will define the date of the first billing due and therefore the first

periodic invoice. If you have assigned specific days for periodic invoices, pick the

date from the drop down.

15. Since this is a perpetual agreement, there is no set total. If you are taking a deposit

from the customer, enter the amount in the deposit field. Additionally if you want

to make an initial Service Reserve entry, enter the amount in the Reserve column

16. Under the BILL AMOUNT, enter the amount that will be billed in each periodic

billing

17. Right-click in the EQUIPMENT LIST window and select Edit Eq List. This will

generate a list of equipment that has been entered for the current location.


NOTE: If there is no equipment or a piece of equipment is missing, press F6 to

open the EQUIPMENT window and create a new piece of equipment. (See the

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Invoicing section of the manual- Creating Equipment.)




General Ledger Activity for Agreements with a Service Reserve

Service reserve, unlike deferred revenue, is immediately recognized as revenue.

The amount that is entered into the reserve account is balanced against an entry

from the agreement reserve expense account.

In this example, the $10 deposit is credited to agreement revenue. The agreement

reserve account is credited $10 (the portion of the service deposited that we

assigned to reserve) and the agreement reserve expense account is debited $10.

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The Agreements Form

Field Valid Entry/Description

Agreement # Two options:

1. Accept system generated ID.

2. Enter a unique ID. Must be alpha-numeric.

Type Select from drop-down list of user defined types.

Use the type to group “like” agreements. It is

highly recommended that you create a template for

each type to expedite data entry and reduce the

likelihood of data entry errors.

Covers Select from drop-down list.

Maintenance—to indicate that you will perform

scheduled maintenance visits (or scheduled

service calls).

Service—to indicate that service work is applied

to the agreement rather than billed to the

customer.

Maint/Service—to indicate that you will both

perform scheduled maintenance visits AND

apply service work to the agreement.

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Term Select from drop-down list.

Fixed—to indicate that the agreement has an

expiration date.

Perpetual—to indicate that the agreement is an

on-going agreement that does not have an

expiration date.

Dept Type in the department number you wish to post

revenue to.

Or

Select from drop-down list of user defined

departments.

Visits/Year Enter the number of maintenance visits you will

perform per year.

Years (Fixed Term Only)

Enter the number of years of the agreement.

# Visits (Fixed Term Only)

System generated based on VISITS/YEAR and

number in the YEARS field.

Sale (date) Enter the date the agreement was sold.

Start (date) Enter the starting date of the agreement (use / for

current date).

If the agreement will have a scheduled maintenance

visit in the same month as the start date (i.e. March

start date and a March visit), you will use the day of

the month to tell the system whether the visit is this

year or next year.


Dates of 17 – end of month will schedule the visit

for next year.

End (Date) SuccessWare21 will automatically calculate the end

date based upon the start date and the term of the

agreement. This field will be disabled on a perpetual

agreement.

Disc This field is used to indicate the type of discount you

offer the customer on other work because they have

this type of agreement with you. This will NOT

automatically discount anything.

1. Leave field blank

2. Select from drop-down list of user-defined

discount types and percentages.

% Will default based on DISCOUNT TYPE selected. You

can override this percentage if necessary.

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Sales (person) Use this field to indicate who will be credited with

the sale of the agreement. You can either

1. Leave field blank.

2. Select from drop-down list.

Tech Use this field if you want to assign a particular

technician to the agreement. You can either:

1. Leave the field blank.

2. Select from drop-down list of your

technicians.

Pmt Method It is not necessary to complete these fields if the

agreement is pre-paid. Only use this field to indicate

how the customer will pay you for future payments.

Select from the drop-down list to select the payment

method the customer will use (i.e. for periodically

billed agreements). The fields that follow will

depend upon the payment type you have chosen.

Defer Rev? Select if you want to post revenue to a deferred

revenue account for the maintenance portion of the

deposit or billings. If you use deferred revenue, the

system will move revenue from deferred to current

revenue when maintenance visits are performed.

Use Reserve? Select if you want to post the service portion of the

deposit or billings to a reserve account.

Billing Method? Select from drop-down list.

Charge per visit - to indicate that you will

invoice or collect for the visit when it is

performed.

Periodic billing - to indicate that you will

invoice the agreement on a regular schedule (i.e.

monthly, quarterly, etc.) independent of the visit

schedule.

Prepaid - to indicate that you have collected (or

invoiced for) the entire agreement amount up

front.

No charge - for agreements for which you are

not charging the customer. Many companies

give a free one-year agreement with new

installations.

Add Tax? Select if the deposit is taxable, or if you wish to add

tax to future billings for the agreement.

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Frequency (Periodic billings only)

Select from drop-down list. Select whether you

wish to bill the agreement Monthly, Quarterly,

Semiannually, Annually, or an Other frequency (i.e.

3 times a year).

J,F,M,A,M,J,J,A,S,O,N,D (Periodic billings only)

Mark the appropriate months to bill based on the

frequency.

Start Date (Periodic billings only)

Enter the date you wish to create the first periodic

invoice. If you collect the first month’s payment as

a deposit, enter the next month as the start date. If

you collect the first year’s payment as a deposit,

enter the next year as the start date.

# Payments System calculates based on number of years x

frequency (applies to fixed term agreements only).

Total: Maint (Fixed term agreements only)

Enter the total price for the maintenance portion of

the agreement.

Total: Service (Fixed term agreements only)

Enter the total price for the service portion of the

agreement.

Total (Fixed term agreements only)

System will calculate TOTAL: MAINT + TOTAL:

SERVICE.

Deposit: Maint Enter the amount of deposit (if any) collected for the

maintenance portion. If you selected Prepaid as

“How is agreement billed” the system will complete

this field with the TOTAL: MAINT amount entered.

Deposit: Service Enter the amount of deposit (if any) collected for the

service portion. If you selected Prepaid as “How is

agreement billed” the system will complete this field

with the Total Service amount entered.

Deposit: Total System will calculate DEPOSIT: MAINT + DEPOSIT:

SERVICE.

Balance on Cont System will calculate the amount that has not been

collected or invoiced based on the total deposit.

Deferred/Reserve: Maint The amount of the maintenance deposit you wish to

post to deferred revenue.

Deferred/Reserve:Service The amount of the service portion of the deposit you

wish to post to the reserve account.

Collect/Visit: Maint The system will calculate the amount to collect

(invoice) per visit based on the following formula:

(total maintenance – deposit) / number of visits.

Collect/Visit: Serv The system will calculate the amount to collect

(invoice) per visit based on the following formula:

(total service – deposit) / number of visits.

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Collect/Visit: Total Total Maintenance to collect + total service to

collect.

Maint Value /Visit System calculates (maint deferred / number of

Visits) + collect/Visit.

Equipment List Press Enter to select the pieces of the customer’s

equipment that is covered by the agreement. If the

equipment does not exist, press F6 to add the

equipment.

Visits Used to enter months when visits will be scheduled

to occur.

Visit Notes Enter any notes about the visits that will be

performed.

Task Code If you have set up a specific task in the PriceBook

that will be included on the invoice when a particular

visit type is chosen, the task code will display. You

can click on the drop-down menu to create a custom

task for this agreement.

Additional Agreement Information

The ADDITIONAL AGREEMENT INFORMATION form displays summary data for

Maintenance and Service portions of an Agreement. This information includes

visit and deferred revenue information for Maintenance Agreements and service

and reserve charges for Service Agreements.

The grids in each section display a history of transactions against the portions of

the Agreement.

The General Ledger transaction associated with each item in the grid can be

accessed by right clicking and selecting G/L Review.

Access the ADDITIONAL AGREEMENT INFORMATION form by right-clicking and

selecting Additional Info from the AGREEMENT form.

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Adjusting Agreement Reserve

You adjust agreement reserve in the AGREEMENT ADJUSTMENT form. You may

choose to increase the reserve amount of an agreement or to release the amount

still help in reserve on the expiration of an agreement.

Access the AGREEMENT form by pressing F7 from any screen in which you have

the agreement customer selected.

To Adjust Agreement Reserve

1. Right-click on the Agreement form and select Adjust Reserve. The Agreement

Adjustment form appears.

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2. Select Increase Reserve or Decrease Reserve.

3. Enter the date on which you want to post the reserve adjustment to the General

Ledger.

4. Enter the amount of the adjustment in the RESERVE AMOUNT field. (To reverse the

entire balance on expiration of the agreement, be sure that the amount of the

adjustment is equal to the Balance listed at the top of the form.)

5. The EXPENSE ACCOUNT, SUB ACCOUNT, and DEPT fields are disabled (they will

default from the Agreement).

6. Use the COMMENT field to enter any notes.

7. Select Post to post the reserve to the general ledger.

Agreement Profitability

The AGREEMENT PROFITABILITY form displays summary data for Maintenance

portion, Service portion and overall Profitability of the current agreement.

Access the AGREEMENT PROFITABILITY form by right-clicking and selecting

Profitability from the Agreement form.

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Agreement Status

You can check on the status of an agreement from its origination to its completion

using the AGREEMENT STATUS form. Status information includes whether the

Agreement is active, is a renewal, all visits have been fulfilled Additionally the

AGREEMENT STATUS form identifies information regarding billing completed and

remaining.

This form is accessed from the AGREEMENTS form by right-clicking on an

agreement in the Agreements List or right clicking on the currently displayed

Agreement and selecting Agreement Status

The information presented (with exception of commissions) is view-only and

cannot be edited in this form.

Visit Load

The VISIT LOAD form shows the current month and the following 12 months of

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scheduled visits. The form serves as an assistant in properly distributing

agreement visits throughout the year.

To access the VISIT LOAD form, click in the Visits panel of the Agreements form

and press Ctrl+V (or right-click and select View Visit Load).

The form shows the count (or total number of visits) and the total number of

hours of visits (based upon the Visit Type setup) scheduled for each month.

By default, the chart lists the visits scheduled for the Visit Type you have

selected. To include all types of visits, remove the checkmark from the Include

<visit type>Visits Only option at the top of the form.

If the VISIT LOAD form is accessed while creating a Maintenance agreement, the

VISIT LOAD form can be used to choose the month or months during which the

selected visit type will occur

Select the desired months, and select OK.

Open Visits Form

The OPEN VISITS form provides you with information about the visits associated

with the currently selected Agreement.

From this form, you can Create a Call or Cancel a Visit (these options are enabled

only after the Agreement invoice has been created and posted).

To access the Visits form, right-click in the Visits panel of the AGREEMENT form,

and select Open Visits.

To Create a Call:

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Right-click on the visit and select Create Call. This opens the Job Form for the

current customer, with most fields completed based on the Visit Type selected.

Accept the information, or make changes as necessary. You may also schedule

the call at this time.

To Cancel a Visit:

Right-click on the visit you wish to cancel and select Cancel Visit (or press

Ctrl+N).

SuccessWare21 processes the cancellation, and places an X in the Can column

and “Canceled” in the Canceled Note column.

Visits Value Form

The VISIT VALUE displays information related to the value of individual visits that

will be performed in relation to a Maintenance agreement.

Each type of visit that you have indicated you will perform under the Agreement

will be listed in the form. For each, the total amount to collect, if any will be

listed.

To open the VISIT VALUE form, right click in the Visit List and select Visit/Values

When Agreements are created, all visits are given an equal value based upon the

total of the Agreement and the number of visits. BEFORE the agreement has been

activated, the Visit Value form can be used to modify the value of individual

visits or to add additional visits.

To modify the visit value, right click on a listed visit and select Edit Item.

To add an additional visit, right click and select New Item.

To return to the values listed in the Agreement form, right click and select

Revert to Agreement Values

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Editing an Agreements Payment Method

Once an Agreement with periodic billings is in effect, you may need to change the

payment method due to an expired credit card or request from the user.

To Edit the Agreement Payment Method

1. Open the Agreement

2. Right click in the background of the Agreement and select Edit Payment Method.

The current payment information will be displayed.

3. Make any necessary changes to the payment information.

4. Click Save

Creating an Agreement Key Items to Remember

Use the AGREEMENT form to create new agreements. This form can be

accessed from the customer’s invoice.

To ensure consistency, SuccessWare21 enables you to create agreements from

templates.

Perpetual term agreements cannot be prepaid.

You cannot defer revenue on a charge per visit agreement.

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Unlike deferred revenue, service revenue is recognized as revenue

immediately.

ACTIVATING AN AGREEMENT

Activating an Agreement

In order for you to record agreement visits or charge against a service agreement,

the agreement must be activated. Posting an invoice for the agreement activates

agreements in SuccessWare21.

When you create an agreement from the INVOICE form, the agreement is

automatically added as a line item on the invoice. When the invoice is posted, the

agreement is activated.

If you did not create the agreement from an invoice, but rather by pressing New

Agreement in the AGREEMENT form, when you have completed entering the

information for the agreement, right-click and select Create new/renewal invoice.

A new invoice is created with a billing line with a code of AGRNEW. Post the

invoice to activate the agreement.

NOTE: Once an agreement has been activated and there has been activity on the

agreement there are elements of it that cannot be modified.

These are:

Prices

Visit schedule and number of visits

Whether it uses deferred revenue or service reserve

Start and end date

If any of these elements of the agreement need to be changed, the agreement

must be terminated and a new agreement created.

If the agreement has not had any activity and the activating invoice can still be

adjusted, adjust the invoice and editing changes can be made to the agreement.

However, do not forget to repost the invoice in order to reactivate the

agreement.

The right-click (program) menu will allow you to edit other fields, such as the

payment method, the equipment list, visit notes, commission amounts, etc.

Activating an Agreement Key Items to Remember

Posting an invoice activates the agreement.

Agreements are automatically added as a line item on the invoice when

created from the INVOICE form.

Certain terms are unable to be modified. In those instances the current

agreement must be cancelled and a new one generated.

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AGREEMENT COMMISSIONS

Agreement Commissions

If you pay your salespeople/technicians a commission for selling new agreements,

or upon renewal or anniversaries of agreements, you can enter that information as

well.

1. To enter commission amounts, right-click anywhere in the gray area of the

agreement form and select Agreement Status.

2. Enter the amounts you wish to pay as commission for the agreement in the

appropriate fields.

New - enter a commission amount earned when the agreement is first sold.

Renew - enter a commission earned if the agreement is renewed.

Anniversary - enter a commission earned on each anniversary date of the

agreement.

NOTE: If the agreement has already been activated, the commission fields will

not be available for edit. To edit the fields, right-click in the AGREEMENT STATUS

window and select Edit commissions.

3. Press Save.

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Run the Agreement Anniversary report to list the commissions due each month.

You can group the report by salesperson to get a sub-total for each employee.

Agreement Commissions Key Items to Remember

SuccessWare21 allows you to enter commission information as you create the

agreement.

SuccessWare21 has an Agreement Anniversary report to show what

commissions are due each month.

AGREEMENT TEMPLATES

Agreement Templates

If your company is using specific agreement types, the use of templates can aid in

the speed and accuracy when making new agreements. When you create a new

agreement and choose the agreement type, you will always be asked if you want

to create the agreement based upon the existing template. All of the essential

information, such as duration, department, billing frequency, and payment

amounts can be predetermined and saved as a template. When the template is later

chosen, the fields are populated automatically.

Using an Existing Template to Create an Agreement

1. Open the new agreement as you normally would.

2. Click the agreement TYPE drop-down and choose the desired AGREEMENT TYPE.

You will be asked if you want to set up the agreement using the standard (type)

template.

3. Click Yes. The predefined fields will populate.

4. Fill in the rest of the agreement fields.

5. Click Save and activate the agreement.

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Creating an Agreement Template

1. Open a new agreement.

2. Choose the agreement TYPE for which you want to create a template.

3. Click No when asked if you want to use the standard template.

4. Fill in all of the elements of the agreement that will remain the same from

customer to customer. This would most likely include coverage, department,

discount, visits per year, billing method and frequency, and the bill amount.

5. Click Save As Template.

6. You will be asked if you want to save the template for the type of agreement that

you chose. Click Yes.

The template is saved. The next time that you create an agreement of this type,

click Yes when you are prompted to use the template. The values you just defined

will be filled in automatically.

Agreement Templates Key Items to Remember

You will always be asked if you want to base any new agreement that you are

creating on an existing agreement template.

Creating agreement templates can help to eliminate inconsistencies when

creating new agreements.

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ENTERING PRE-EXISTING AGREEMENTS

Entering Pre-existing Agreements

You will need to “convert” agreements that were in effect before you activated

SuccessWare21. Converting agreements will allow you to enter the agreement

information without affecting the General Ledger. This will also allow you to

mark any visits and periodic billings as completed without affecting the General

Ledger.

There is certain information that you will need to have available in order to enter

existing agreements in SuccessWare21.

The customer’s location and billing information.

The following original agreement information:

Agreement type,

Agreements coverage (maintenance, service, or both);

Agreement terms—does the agreement expire after a fixed number of years,

or is it perpetual?;

How the agreement is billed,

What equipment is covered,

Visit types, and

Visit schedule.

The agreement’s status

What billings have been completed.

What visits have been completed.

Adding an Existing Agreement

1. Find, or add, the customer for the agreement.

2. Press F7 to open the AGREEMENT form, and click New Agreement.

3. Enter the agreement as it was originally sold. (This includes the original sale and

start dates) Be sure to include the full agreement amount (rather than the balance)

and the original number of visits.

4. After entering and saving all information, right-click and select Make into

converted agreement.

5. Confirm that you want to create a converted agreement by clicking Yes.

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6. If visits have been completed for the agreement, move to the “visits” section and

right-click. Select Open visits.

Highlight any completed visits and right-click.

Select Make visit complete/uncomplete.

7. Close the VISITS form to return to the agreement.

NOTE: If you close the VISITS form, but have not marked all of your completed

visits, you must save the agreement then right-click in the visits section again in

order for open visits to be available.

8. If the agreement is a periodically billed agreement, and billings have been

completed, right-click and select Agreement Status.

9. Enter the number of billings that have been completed, the last billing date, and

invoice number.

10. Click Close to return to the AGREEMENT form.

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11. Double-check all fields. Make sure that the balances are correct and click Save.

12. Once all information is correct, right-click and select Commit converted

agreement.

13. Confirm that you want to commit the agreement by clicking Yes.

NOTE: Committing the agreement activates it, therefore the agreement can only

be edited by “uncommitting it”. You can only uncommit a converted agreement

before any new activity is recorded.

Entering Pre-existing Agreements Key Items to Remember

Agreements that were in effect before you activated SuccessWare21 will need

to be converted; this allows you to enter agreement information, as well as

mark visits and periodic billings as complete, without affecting the General

Ledger.

Committing an agreement also activates it.

If you need to edit an agreement you must first uncommit it.

THE AGREEMENT MANAGER

The Agreement Manager

The AGREEMENT MANAGER is used to view agreements, perform periodic billings

and maintain renewals.

To get to the AGREEMENT MANAGER

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1. Click on the Main Menu icon.

2. Click the Customer Service button and then click on the Agreement Manager

button.

OR

1. Simply click the Agreement Manager icon if one is available.

The Search Bar

The AGREEMENT MANAGER has a search bar with selection indicators that allow

you to control the search type. The AGREEMENT MANAGER also has a vast array of

available filters that allow you to limit the agreements that are displayed to only

those agreements that meet a specified criteria. Search and filtering results will

display as a list in the lower portion of the AGREEMENTS MANAGER.

The search bar can be broken down into four areas. These allow you to search for

agreements within a defined parameter. In all cases, choose the indicator, enter

the date range and press Enter.

Agreement Date -the first four indicators, when selected, will allow you to

search by CREATE DATE, START DATE, END DATE and SALE DATE.

As each of these indicators is selected, the date range field will change to

define what date range will be searched.

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For example, selecting Create Date will change the date range to:

Selecting Sale Date will change the date range to:

Billings Due -this search allows you to find all billings that are due in the

specified date range.

Per INV's -This search allows you to find all periodic invoices that dated

within a specified date range.

Visits Due -this search allows you to search for all agreements that have a

visit due within a defined monthly time frame.

The Visits Due search uses a slightly different date range area. You are only

able to define whole months as a date range.

Renews Due & Renewals -These searches allow you to search for all

agreements that are either due for renewal in a specified date range or for

renewals that are in process.

Once you have listed agreements using the search indicators, you can search

with those results through the use of five fields. These fields can be used

cumulatively.

Visit Type -click on the drop down list and choose the visit type you wish

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to see (only available when the Visits Due indicator is selected).

Agreement Type -choose the agreement type you wish to see from the drop

down list.

Years -use the up and down arrows or type in a number of years. Only

agreements with that duration will appear.

Visits Left -use the up and down arrows or type in a number of remaining

visits. Only agreements with that number of remaining visits or less will

appear.

Agreement No -enter the specific agreement number to display the agreement.

Using Additional Search Fields

1. Click into the field you want to search by. When you do, the Apply, Clear and

Cancel buttons will appear.

2. Enter the appropriate value.

3. Click Apply, or press Enter to execute the search.

4. Click Clear to clear the search fields, or Cancel to close the search area.

Using Filters to Narrow Your Search.

In the AGREEMENT MANAGER, there are filters that are available to you that allow

you to further limit the results of your search. To use any of the available filters,

simply click on the indicator with the mouse. The chosen filter indicator will

illuminate. Filters can be used cumulatively.

The filters that are available will differ based upon the particular search indicator

that you have chosen.

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Agreement Date Search -the following filters will be available when using

the CREATE DATE, START DATE, END DATE and SALE DATE

indicators

Label Filter

Group- Renewal Status

RNP Pending renewals

RNA Accepted renewals

RNF Failed renewals

Group- Billing Frequency

M Monthly billing

Q Quarterly billing

S Semi-annual billing

A Annual billing

O Other Type billing

Group- Billing Type

PV Pay per visit

PR Periodic billing

PP PrePaid agreement

NC No charge

Group- Agreement Term

T Fixed term agreements

P Perpetual agreements

Group- Agreement Coverage

SV Service agreements

MT Maintenance agreements

& Both service and maintenance agreements

Group- Agreement Status

FUL Agreements that have been fulfilled

ACT Active agreements

INA Inactive agreements

REN Renewed agreements

EXP Expired agreements

TRM Terminated agreements

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Billing Due Search -the following filters are available when the

BILLINGS DUE indicator is selected.

Label Filter


M Monthly billing

Q Quarterly billing


A Annual billing








& Both Service and maintenance agreements

Periodic Invoice Search -the following filters are available when the PER

INV’S indicator is selected.

Label Filter

Group- Payment Status

PD Paid invoices

UNP Unpaid invoices

Group- Payment Method

CC Credit card

DC Debit card

EFT Electronic funds transfer

OA On account

Group- Post Status

UNP Unposted invoices

PST Posted invoices


M Monthly billing

Q Quarterly billing


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Label Filter

A Annual billing









Visits Due Search -the following filters will be available when the

VISITS DUE indicator is selected.

Label Filter

Group- Visit Status

UN Visits Due that are not scheduled

SCH Visits Due that are scheduled

INV Visits Due that have been invoiced

CAN Visits Due that have been cancelled

Renewal Searches -the following filters are available when you select

either the RENEWS DUE or the RENEWALS indicators.

Label Filter

Group- Billing Type

PV Pay per visit

PR Periodic billing

PP Pre paid

NC No charge





Group- Agreement Status (renews due indicator only)

FUL Agreements that have been fulfilled

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The Agreement Manager Key Items to Remember

The AGREEMENT MANAGER is used to view agreements, perform

periodic billings and maintain renewals.

The AGREEMENT MANAGER has a number of filters that allow you to

display agreements that match desired criteria.

PERIODIC INVOICING OF AGREEMENTS

Periodic Invoices

Agreements that have been set up for periodic billing will need to have invoices

created for each of the agreement payments. SuccessWare21 allows you to create

these periodic invoices from the AGREEMENT MANAGER.

The 3 main steps to performing your periodic billings are:

1. Generate a list of billings that are due,

2. Create invoices for the billings, and

3. Post the invoices.

In the period invoices view of the AGREEMENT MANAGER you can mark the

invoices as paid and post them in a batch posting. The payment will be recorded

using the payment method that was specified for the agreement when it was

created.

Creating Periodic Invoices

1. In the AGREEMENT MANAGER, select the BILLINGS DUE search indicator.

2. Enter the date range for which you want to find billings due, as well as any other

search criteria you desire.

3. Press Enter. The AGREEMENT MANAGER will display a list of all billings due for

the specified time frame.

4. Right-click and select Create periodic invoices.

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5. You will be asked if you want to create periodic invoices for the displayed

agreements. Click Yes.

SuccessWare21 will open the AGREEMENT MANAGER to the Periodic Invoice view

and display the invoices that it created for the list of due billings.

6. If you have processed credit cards or electronic funds transfers per your bank’s

instruction for the invoices, right-click for the following options:

Open invoice - to open an invoice and make any necessary changes.

Mark invoices as paid/unpaid - if most transactions are successful, mark all

paid, and then unmark the ones that did not process successfully

Invoices marked as paid will have the PAYMENT field default to the amount due.

NOTE: If you have invoices that you must mail for payment you may right-click

on the invoice and choose Print this Invoice. Additionally, you can select an

invoice and press Enter to edit, apply a payment and post an invoice.

7. Right-Click and choose Post all invoices to post the invoices.

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Creating a Single Periodic Invoice:

1. Open the agreement you wish to process the billing for.

2. Right-click in the AGREEMENT form and select Next Periodic Invoice. You will be

asked if you want to create the next periodic invoice. Click Yes.

The system will create, and open the invoice.

3. Make any corrections and apply payments, then post the invoice.

Periodic Invoicing of Agreements Key Items to Remember

Agreements that have been set up for periodic billing will need to have

invoices created for each of the agreement periods.

You can post invoices in a batch posting and mark them as paid in the

AGREEMENT MANAGER.

SCHEDULING AGREEMENT VISITS

Scheduling Agreement Visits

In order for agreement visits to be performed and marked complete, they must be

scheduled. Agreement (maintenance) visits can be scheduled three ways:

From the AGREEMENT form

From the Call Center.

From the JOB FORM, Visits button

When you schedule agreement visits from the AGREEMENT form or the CALL

CENTER it is helpful to have a Visits Due by Month report so that you can contact

customers and determine their availability. You may also want to send mailings

to agreement customers asking them to call and schedule their visits. To

accommodate this, SuccessWare21 allows you to create mailing labels.

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Printing the Visits Due by Month Report

To print the Visits Due by Month report:

1. Select the Report Gallery icon from the Toolbar .

2. Select Agreements from the GROUP list.

3. On the right side of the screen, select the report Visits Due by Month then double-

click, or click Run Report.

4. Click between the date fields to display the date selection form. This will open the

month selector list. Double-click on a month to view visits due for that month. I

you want to see visits due for a range of months, select the beginning and end

month while holding down the Ctrl key, then press Enter.

5. If you wish to print the report for a specific AGREEMENT TYPE, VISIT TYPE,

LOCATION ZONE or LOCATION ZIP, use the drop-down menus to make the

appropriate selection(s).

6. Select the SUB TOTAL OPTION you wish to use. DO NOT accept the default

selection of SUMMARY ONLY. The SUMMARY ONLY option will only print counts

and not give any detail.

7. Select AUTO EXPAND SUB TOTALS, then INCLUDE AGREEMENT INFO.

8. Since you are using the report to schedule visits, select SHOW UNSCHEDULED

ONLY.

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9. Click the printer icon to print the report, or the monitor icon to preview the report.

You will get a report similar to the following example.

Printing Labels for Visit Reminder Mailings

If you send postcards to your customers to have them call and schedule their visit,

you can also do so from the Visits Due by Month report.

1. Complete steps 1 through 4 as described above for printing the Visits Due by

Month report with the exception of printing the report.

2. Click the Marketing Center icon . The system will ask if you wish to remove

“Do-not-solicit” customers from the list. Click No.

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3. SuccessWare21 will display the MARKETING LIST detail form. Click Save.

4. Click Print. The MARKETING LIST REPORT form will open.

5. Select LABELS – LOCATION. If you want to sort the labels in any particular order

(i.e. zip code), use the SORT BY options to select how you want the results to

sort.

6. Click the printer icon. The system will print 1” x 2 5/8”, three across labels (such

as Avery 5160).

Scheduling Agreement Visits from the Agreement Form

1. Open the agreement you want to schedule the visit for (locate the customer and

press F7).

2. Right-click in the VISITS panel and select Open Visits. The VISITS window will

open.

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3. Right-click on the visit you wish to schedule and select Create call. The system

will add a job for the visit and open the JOB form.

4. Schedule, dispatch and complete the job as you normally would.

Scheduling Agreement Visits from the Call Center

1. Open the CALL CENTER and navigate to the date you want to schedule an

agreement visit for.

2. Use the Visits Due list selection button to display the VISITS DUE list

panel.

3. Right-click on the visit panel’s header, VISITS DUE FOR LOCATION…, and select

whether you wish to display:

Open visits (this month),

Open visits (next month), or

Open visits (other range)—If chosen you will be prompted to choose a range

of months.

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NOTE: Be sure to activate the CUSTOMER & JOB INFORMATION panel so that you

can see the customer’s information while in the CALL CENTER and to use any

CALL CENTER filters to view the types of calls and technicians that you wish to

view.

4. Find the visit that you want to schedule in the list.

5. Drag the visit to the technician you want to assign the call to at the time you want

to schedule the call.

Scheduling Agreement Visits Key Items to Remember

Agreement visits must be scheduled before they can be performed and marked

as complete.

The Visits Due by Month report helps you to coordinate technician visits with

your customers.

RECORDING AGREEMENT VISITS

Recording Agreement Visits

In order to properly maintain your agreements you must record visits that have

been completed in conjunction with the agreement. Maintenance visits performed

for an agreement are recorded in the INVOICE form. When you perform an

agreement visit, complete the job, as you normally would then go to the INVOICE

form by pressing F10.

Recording an Agreement Visit

1. From the INVOICE form, enter the date and click Visit (ALT+V). This opens the

SELECT VISIT(S) window.

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2. Select the equipment the visit was performed on.

3. An agreement line will be added to the invoice.

NOTE: It is important that you use the SELECT VISIT(S) form to mark the visit

performed. Manually adding a line to the invoice will not update the agreement

to indicate that the visit was completed.

4. Apply any payment that may have been received at the time of service (if

applicable) and post the invoice.

General Ledger Activity for a Recorded Agreement Visit

In the following example, a visit was performed on an agreement with deferred

revenue. The agreement deferred revenue account is debited $60 and that $60 is

recognized as revenue by crediting the agreement current revenue account

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Recording Agreement Visits Key Items to Remember

Maintenance visits performed due to an agreement are recorded and

updated on the INVOICE form. This is accomplished by clicking on the

Visits button and marking the visit as having been performed in the SELECT

VISIT(S) screen.

CHARGING A SERVICE CALL TO AN AGREEMENT

Charging a Service Call to an Agreement

If you perform service for a customer that has a valid service agreement, you will

charge the work performed to the agreement instead of charging the customer.

You will create the invoice for the job as you normally would, listing each of the

individual line items on the invoice.

1. Complete the job as you normally would.

2. Entering the billing line for the service.

3. Click Equip (ALT+E), and select the piece of equipment on which service was

performed from the SELECT EQUIPMENT pop-up screen.

4. Select the line item that you will be charging to the service agreement.

5. Click Chrg A (ALT+A) to charge the invoice line to the agreement. Select the

agreement to be charged from the drop-down list.

Note: The entire amount of the line item selected will be charged to the agreement.

If only a portion of the work is to be charged to the agreement, create a line item

equal to the total to be charged to the agreement and create additional line items on

the invoice for amounts that should be applied to receivables.

General Ledger Activity for a Charged Service Call

In the following example, a service call was charged to an agreement. The service

agreement had $120 of available service reserve. The total amount of the invoiced

item was $224.

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The agreement reserve account is debited $120 (its total balance), the remaining

amount is debited from the agreement reserve excess. The entire $224 is credited

to the agreement reserve credit account.

Charging a Service Call to an Agreement Key Items to Remember

Work that is performed to fulfill an agreement is charged to the

agreement, not the customer.

When you charge a service call to an agreement you create an invoice the

same as you would create one for any job.

RENEWING AGREEMENTS

Renewing Agreements

Once an agreement has expired, it can be renewed one of three (3) ways:

The INVOICE form--use the INVOICE form to renew individual

agreements that the technician renews while on-site.

The AGREEMENT form

The AGREEMENT MANAGER-- use the AGREEMENT MANAGER to

create batches of renewals.

Renewing Agreements in the Invoice Form

Many companies have their technicians renew agreements as they complete the

last visit on a current agreement or when on a service call. In these instances the

agreement can be renewed from the INVOICE form.

1. While completing the invoice for the agreement visit, or service work, click

Agreements, then select Renew agreement.

2. The existing agreement will be opened.

3. Select Make Renewal and confirm.

4. A renewal agreement will be created based on the old agreement. Make any

necessary changes for the renewal and click Save.

5. The system will return to the INVOICE form and a line item will appear for the

renewed agreement.

6. Post the invoice as you normally would.

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Renewing an Agreement from the Agreement Form

1. Search for the customer record and open.

2. Press F7 to open the agreement.

3. Select Make Renewal and confirm. A renewal agreement will be created based on

the old agreement.

4. Make any necessary changes for the renewal and click Save.

5. Right-click and select Create new/renewal invoice. The system will create and

open an invoice for the renewal.

6. Apply any payments and post the renewal.

Renewing Agreements from the Agreement Manager

You can create batches of renewals (i.e. for all agreements that are expiring in a

selected date range) in the AGREEMENT MANAGER. Many companies create

renewals several months ahead of time so that they can begin sending renewal

notices.

When you create renewals through the AGREEMENT MANAGER you will have the

option of printing renewal notices for all of your renewals that are due.

Building Renewals from the Agreement Manager

1. Use the selection fields and appropriate filters to display the desired renewals due

in the AGREEMENT MANAGER.

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2. Once the correct list of agreements is displayed, right-click and select Build

Renewals.

3. Confirm that you want to build the renewals for the displayed agreements by

clicking Yes.

Editing Renewals from the Agreement Manager

The renewals will be built using the original agreement as a guide. The same

duration, price, payment method and visit months will be used. To make changes

to any renewal:

1. Select the agreement you want to change and press Enter.

2. Click Edit.

3. Make any necessary changes.

4. Click Save to save the renewal.

5. Click Close to return to the AGREEMENT MANAGER.

Printing Renewal Notices from the Agreement Manager

You have the option of printing all renewal notices, or only printing those

renewals that are selected. These can then be sent to your customers to notify

them of the pending agreement expiration and offer them the option of renewing.

Using the right-click menu will allow you to generate renewal notices.

You can choose:

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Print notices for all renewal records, or

Print or preview a notice for the currently selected record.

Activating Renewals from the Agreement Manager

You can activate each renewal as your customers respond to the renewal notices.

1. Open the AGREEMENT MANAGER and search for renewals using the RENEWALS

search indicator.

2. Move to the renewal you want to activate and right-click

3. Select Activate Renewal

4. Confirm the activation by clicking Yes.

An invoice will be created with the agreement listed as a line item.

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5. Post the invoice and apply any payments, if applicable

Renewing Agreements Key Items to Remember

When agreements expire you can still use the INVOICE form, the

AGREEMENT form, or the AGREEMENT MANAGER to renew them.

You can renew agreements in batches using the AGREEMENT MANAGER.

Agreement renewals will be based on the original agreement. Changes can

then be made to accommodate new agreement requirements.

For customers who have agreements that are due to expire soon,

SuccessWare21 allows you to print agreement expiration renewal notices.

TERMINATING AGREEMENTS

Terminating Agreements

Agreements can be terminated before they have reached their expiration date. You

may choose to terminate an agreement for lack of payment, or a customer may

choose to cancel the agreement. Termination will also be performed if a customer

wants to make a change to their agreement coverage. The original would be

terminated and a new agreement created. No matter what the reason, the

termination and cancellation of the agreement are both carried out in the

AGREEMENT form itself.

NOTE: Terminations cannot be reversed. Posted invoices that are related to

terminated agreements cannot be adjusted.

1. Open the agreement that you wish to terminate or cancel.

2. Right-click in the background of the agreement and select Terminate/Cancel.

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The Terminate/Cancel Agreement window will open.

In the TERMINATE/CANCEL AGREEMENT window, check TERMINATE

AGREEMENT?. If the customer canceled the agreement, check CANCELED BY

CUSTOMER? as well.

3. Enter a termination date.

4. Enter any comments regarding the termination.

5. Click Post

6. Confirm the fact that you want to terminate the agreement by clicking Yes.

SuccessWare21 will process the termination and notify you that the posting of the

termination is complete.

Agreements


Terminated agreements will display with a red line through them.

Terminating Agreements Key Items to Remember

Agreements can be terminated before they have reached their expiration date.

Terminations cannot be reversed.

Posted invoices that are related to terminated agreements cannot be adjusted.

Documents

Agreements - SuccessWare®21 · your company will sell agreements you will have to make four main decisions: Will your agreements cover maintenance, service or both?