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ServiceChannel Documentation
Application overview
ContentsOVERVIEW...................................................................................................................................................3
ServiceChannel........................................................................................................................................3
ServiceClick..............................................................................................................................................3
ServiceChannel features:.....................................................................................................................3
ACCESSING SERVICECHANNEL.....................................................................................................................4
Log in.......................................................................................................................................................4
LOCATION SUMMARY PAGE........................................................................................................................5
Understanding the summary page..........................................................................................................5
REQUESTING SERVICE - CHOOSE PROBLEM................................................................................................6
To Create a Service Request................................................................................................................6
REQUESTING SERVICE - HISTORY VIEW.......................................................................................................7
Potential Duplicates.................................................................................................................................7
REQUESTING SERVICE- TROUBLESHOOTING...............................................................................................8
Submit the Request.............................................................................................................................9
Confirmation Screen..........................................................................................................................10
VIEWING OPEN TICKETS/ADDING NOTES..................................................................................................11
VIEWING WORK ORDER HISTORY..............................................................................................................13
PROVIDE FEEDBACK...................................................................................................................................14
PROVIDE FEEDBACK- PROCESS..............................................................................................................14
CANCELLING A REQUEST...........................................................................................................................15
To Cancel a Request:.............................................................................................................................15
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OVERVIEW
ServiceChannelServiceChannel is a facilities management platform used to place and track maintenance service requests. ServiceChannel provides each location with a dynamic, user friendly web based system allowing users to have one on one involvement in the quality of work performed by a vendor. By using the ServiceChannel technology, location leadership teams are able to maintain their locations function in a fiscally responsible manner while also managing spend and prevention of potential issues.
ServiceClickServiceClick is the core application where upper field leadership can view and manage each of their location’s maintenance requests. ServiceClick also provides the user with numerous options from a request and reporting standpoint.
ServiceChannel features:
A user friendly web-based system with the ability to:
Location Access• Submit Service Requests with simple clicks view open work orders and status updates.• View work order history for the past 12 months. • View preventive maintenance schedules.• Provide Feedback directly to HQ regarding vendors or work quality.
Vendor Consolidation • Use of recurrent vendors that know your location. • Competitive vendor pricing and bidding resulting in cost savings to the P&L.
ServiceClick (DM / RM Access) • DM / RM view of all location work orders.• View status and history on any location.• Submit service requests for any location within a region or district.• Reporting capabilities on open work orders.• Ability to manage P&L opportunities with each location.• RM/DM e-mails for new work orders as well as orders requiring feedback from the location.
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ACCESSING SERVICECHANNELTHIS SECTION SHOULD BE UPDATED WITH THE CUSTOMER’S LOGIN PROCEDURES. SSO
ServiceChannel can be accessed from any computer by going to [CLIENT NAME}.servicechannel.com
Log inAs seen below in “Figure A”, enter your specific login information, then click “Submit”:
Username = Email
Password = Benihana +Location ID
Figure A
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LOCATION SUMMARY PAGE
Understanding the summary pageThe Summary Page is the “one stop shop” for Dashboard/Location Portal users to view open orders, history and track progress as well.
• When logged into the dashboard, the “SUMMARY” page may display first. The summary includes information regarding the work orders for the location displayed. Click on any of the links in the summary to view the respective work orders.
Figure B
• The numbers in RED or BLUE next to the dates on the calendar indicate that work orders are SCHEDULED to be performed that day.
o RED = Scheduled Services/PM’s (i.e., cleaning)o BLUE = Requested Repairs (i.e., too cold in the store)
To create a NEW work order, click on “Request Service”.
To view any “Open” & “In Progress” Service Requests for this location, click “View Open Tickets”.
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REQUESTING SERVICE - CHOOSE PROBLEMThe location information will automatically populate in the “Location Notes” section.
Figure C
To Create a Service Request1. The Top 3 Fields will auto populate with the information based on the user’s login.2. Choose the “Area” where the issue is located (i.e., Sales Floor or Backroom, etc.).3. Choose the most appropriate “Problem Type”.4. Choose the “Equipment”; if it is not applicable, “None” will auto-populate.5. The list under “Problem” will automatically populate based on your choices in Steps 3 and 4.
a. Choose the most appropriate problem.6. Click “Next” to continue or “Cancel” to stop the request before submitting.
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REQUESTING SERVICE - HISTORY VIEW
Potential DuplicatesBefore proceeding with creating a new service request, the existing requests for the associated trade will display for review.
The system will warn you if there is a potential repeat work order being created.
Figure D
The Legend explains the colors and icons on the work order status.
• Repeated Issue – this issue has occurred within the last 30 days. Click the link to flag the new work order as a “repeat” (possible recall).
• Open – the request is a Scheduled Service/PM work order or has not yet been “accepted” by the vendor.
• In Progress – the request has been “accepted” by the vendor and will be responded to accordingly. You can view the notes and progress of the request.
• Pending Confirmation – the request has been closed out by the vendor and is awaiting location feedback.
• Completed – the request has been closed out by the vendor; Positive feedback was received/work at the location should be complete.
• Invoiced – Vendor has submitted the invoice for payment.
To continue, click the appropriate button - Previous, Cancel, or Next
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REQUESTING SERVICE- TROUBLESHOOTINGSome requests will require the user to enter a further level of detail to specific questions. These are called Troubleshooting scripts. They exist for specific problem codes designated by the ServiceChannel Corporate administrator.
Figure H
A few things to keep in mind…1. If the interactive troubleshooting works and you do not need to issue a service request, click
“CANCEL”. This will prevent unnecessary vendor visits. 2. The Dashboard may also show a “Message” to advise the location to call another department,
etc. When the “Message” displays instead of the troubleshooting, you will NOT have the option to click next – just “Cancel”.
3. If a service request still needs to be entered, enter issue details into the description field and click “NEXT”.
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Submit the RequestThe next page will display all details entered on the previous screens. If all looks correct submit the request.
Figure H
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Confirmation ScreenOnce “Submit Request” is clicked, the work order will automatically be dispatched and the location will receive a TRACKING NUMBER for reference purposes.
Figure I
Important Note: The vendor should always ask to use the STORE PHONE to call in to an automated system when they get to your store and again when they leave. THIS IS FOR ALL SERVICES.
These calls will help to ensure real-time information regarding your requests and the service provided.
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VIEWING OPEN TICKETS/ADDING NOTESFrom the left side menu, select “View Open Tickets”. This report will give the user the following information and capabilities:
• The Report will show all “Open” and “In Progress” orders with a tracking number. • The report can be sorted by clicking on the drop down box and choosing an option. • Types of work orders can be selected to review (Scheduled Services/PM’s versus Requested
Repairs). • By moving the mouse over the tracking number, additional details regarding this request can be
viewed.• Please note that there may be multiple Scheduled Services work orders issued for a given month
for certain areas (i.e., HVAC, Pest Control).
Figure J
All Notes can be viewed and notes can be entered by clicking on the date hyperlink from the right side column titled “Notes” as seen above in “Figure J”.
Click “Add Note” to add a new note.
Figure K
IMPORTANT NOTE:
It is extremely important to add detailed notes to all service requests. This will ensure the vendor has as much information as possible. This will expedite the service response time.
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The Screen below will display, follow the below steps to add your notes:
1. Enter your name2. Enter note3. Choose the recipient to e-mail the note4. Upload attachment and enter description (if applicable)5. Click “Submit” or “Back to Report”
Figure L
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VIEWING WORK ORDER HISTORYTracking and viewing work orders and staying informed of vendor notes will help answer questions you may have on work order status.
From the left side menu select “View Work Order history”.
Figure M
Options on this page include:
• Click to sort the report and/or Period to 3 month, 6 month 12 month.• Click on the type of requests to view (All, Scheduled Services, Requested Repairs).• The Legend explains the colors on the work orders. Each color denotes a different STATUS.• By moving your mouse over the Tracking Number, you can see additional details regarding this
request.• Notes can be viewed and entered using this option.
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PROVIDE FEEDBACKYour location must provide feedback within five (5) days after a work order has been closed out by the vendor/service provider. This feedback is crucial and must include details on the following:
• Quality of Service.• Timeliness of Service.• Vendor service and interaction.• Was the work actually completed?
Click on the “Leave Feedback” link on the Menu or the respective link on the Summary to review these items.
• Work orders will appear on this page to review once they have been closed out by the provider/contractor
PROVIDE FEEDBACK- PROCESS1. Enter your full name2. Choose the most appropriate rating for the service performed3. Enter comments/supporting information regarding your choice in Step 2 (required if
Unsatisfactory is chosen)4. Click one of the “Submit Feedback” buttons to post this information to the service request
You will receive confirmation immediately after clicking “Submit”. If unsatisfactory feedback is left, the vendor and Facilities will be notified immediately so they can take appropriate action.
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Figure M
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CANCELLING A REQUESTTo CANCEL a service request, from the SUMMARY page follow the steps below. Locations must also call the appropriate representative to cancel an emergency request.
Figure N
To Cancel a Request:1. Click “View Open Tickets"2. Review the report and locate the request to cancel3. Click “Add Note”4. Your name will be auto populated5. Enter note – be very specific that you need the request cancelled and why. If this request is an
EMERGENCY, also call the VENDOR to notify them6. Select the Status “COMPLETED/CANCELLED”7. Choose the Department to receive the e-mail note8. Click “Submit”
The note will show immediately after clicking “Submit”. Click the appropriate link to continue.
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