PLANNED MAINTENANCE Dealer Administrator Manual

Transcription

1 PLANNED MAINTENANCE Dealer Administrator Manual 2009 H-D. Harley-Davidson and the Bar & Shield logo are among the trademarks of H-D Michigan, Inc. HDPM-DAM Rev 11/09

2 The Planned Maintenance Portal Harley-Davidson Financial Services Planned Maintenance Portal has been specifically designed to meet the needs of our valued dealers. The simple structure and easy navigation will provide you with quick access and maneuverability throughout the site. Our objective is to provide you with a quick, easy and useful tool to manage your Planned Maintenance product. The portal is available to you 24 hours a day and contains readily-accessible real time information. We re pleased to be able to provide this information and encourage you to take advantage of this valuable resource. If you should experience any problems using this site, or have any suggestions or comments, we ask you to please contact the program administrator at info@sgintl.com or call us at The Web site can be accessed at Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 2

3 Table of Contents Logging In Planned Maintenance Portal Dealership Set Up and Administration Accessing Maintenance Plans Maintain Lender Maintenance Templates Interval Assignment Contracts Entering Contracts Searching for a Contract Editing a Contract Remitting Contracts Declining Contracts Viewing Declined Contracts Reactivating Declined Contracts Repair Orders Adding a Repair Order Viewing a Repair Order Reporting Claims Remittance Report Breakage Report Non-Remitted Contracts Report Active Maintenance Program Reserve Report Upsell Report Printing Reports Exporting Reports to Excel The Drop-Down Menus Contracts Menu Service Menu Administration Menu Reports Menu Help Menu Logout Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 3

4 Logging In Access the Member Site at Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 4

5 Planned Maintenance Portal Upon logging in, you will reach the Harley-Davidson Planned Maintenance Portal, outlining all available functions of the Web site. From here, you can navigate to any page on the Web site. You may also use the drop-down menu to navigate through the site. Drop-down menu Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 5

6 Dealership Set Up and Administration Accessing Maintenance Plans Dealer Administrators will have the ability to customize the maintenance plans by establishing their dealer margin, setting up the dealership s service intervals, managing users and lenders, and editing customer templates. These functions will be found under the Administration Menu. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 6

7 Maintain The dealer will have access to various maintenance functions on the Web site. These functions include Dealer Margin Set-Up (Plan Maintenance) User Maintenance Lender Maintenance Template Set-Up To access Maintenance functions: 1. Select Administration 2. Select Maintain Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 7

8 Plan Maintenance Plan Maintenance is where the dealer enters the predetermined dealer profit margin to be made on each planned maintenance plan. To change the dealer profit margin: 1. Select Administration 2. Select Maintain 3. Select Plans 4. Double-click on the existing plan margin you wish to adjust 5. In the field labeled Dealer Margin, type in the amount of dealer profit to be made per contract sale 6. Select Save Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 8

9 Maintaining Users The dealer administrator will be able to add, edit and reset passwords for users of the Web site. He/She will be allowed to add additional sales and service users. To access User Maintenance: 1. Select Administration 2. Select Maintain 3. Select Users Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 9

10 Adding Users The dealer administrator may need to add additional sales and service users, which can be accessed from the User Maintenance screen. To add a User: 1. Select Administration 2. Select Maintain 3. Select Users 4. Select Add New User button 5. Type in the required information 6. Select Save Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 10

11 Resetting Passwords The dealer administrator may need to reset the passwords of current users, which can be accessed from the User Maintenance screen. To reset a password: 1. Select Administration 2. Select Maintain 3. Select Users 4. Select the Reset button next to the User for whom you are resetting the password Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 11

12 Lender Maintenance The dealer administrator can add and edit Lenders from the Lender Maintenance screen. To access the Lender Maintenance screen: 1. Select Administration 2. Select Maintain 3. Select Lenders Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 12

13 Add a New Lender The dealer administrator can add and edit Lenders from the Lender Maintenance screen. To add a new Lender: 1. Select Administration 2. Select Maintain 3. Select Lenders 4. In the fields provided, type in the lender information 5. When all fields are complete, select Save Add new lender Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 13

14 Editing an Existing Lender The dealer administrator can edit existing Lenders from the Lender Maintenance screen. To edit an existing lender: 1. Select Administration 2. Select Maintain 3. Select Lenders 4. Double-click on the lender whose information you wish to change 5. Once the information appears, make the necessary changes 6. When all changes are complete, select Save Edit existing lender Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 14

15 Templates The dealer administrator will have the ability to modify the mass that will be sent to customers. These e- mails include: Customer Enrollment Welcome Letter Customer Service Reminder Customer Cancellation Notification To access Templates: 1. Select Administration 2. Select Maintain 3. Select Templates 4. Select Save when finished editing Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 15

16 Interval Assignment The dealer administrator will be responsible for managing the service intervals the dealership offers. The dealer will be expected to add or remove optional services available at each interval as well as add or remove optional intervals. To access the Interval Assignment screen: 1. Select Administration 2. Select Interval Assignment Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 16

17 Adding and Removing Optional Intervals There are two optional service intervals available: 2500 and 7500 service. To add Optional Service Intervals: 1. Select Administration 2. Select Interval Assignment 3. Select the Add/Remove Optional Service Intervals button 4. Select the interval you would like to add or remove, such as 1,000 or 5,000 if the option is gray then it has already been selected PLEASE NOTE: All Changes made are interval specific and will not carry over to the other intervals. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 17

18 Adding and Removing Optional Services Select an interval to see what services are scheduled. Each interval has a list of required services. All services highlighted in orange are required services for that interval. All services highlighted in gray are optional. To add Optional Services to an interval: 1. Select an Interval button (1000, 2500, 5000, 10K, etc.). 2. Select an Optional Service to be added to Interval. 3. Drag the selected service from the Optional Service Items on the right to the Included Service Items list on the left. Optional services will be added to the bottom of the list. 4. To remove optional services from an interval, click and drag them to the Optional Service Items box located on the right. 5. Select the Save button to save changes to the interval. Save PLEASE NOTE: All Changes made are interval specific and will not carry over to the other intervals. Click and drag optional services as desired Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 18

19 Setting Labor and Parts Rates Beneath the services available are the recommended parts and labor rates as well as a field for the actual reimbursement amount for each interval. To set labor rates for an interval: 1. Select an Interval button (1000, 2500, 5000, 10K, etc.). 2. At the bottom right of the screen, beneath Optional Service Items is the input field for the actual parts and labor costs. The reimbursement amount will automatically calculate. 3. Select the Save button to save any changes for the interval. Save Input Actual Parts and Labor Rates Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 19

20 Contracts Entering Contracts 1. Under the Contracts drop-down menu, select Add New. 2. Type in the customer information. 3. The customer has the option of providing an address to receive reminder s. If this option is selected, specify the frequency of receiving the s, which is anywhere from every month to once every six months. 4. Upon reaching the VIN field, type in the VIN, then select Decode. This will automatically provide the year, make and model of the motorcycle. 5. Select the Plan (2yr/3svcs, 3yr/4svcs or 4yr/5svcs). 6. Enter the current odometer reading. The Starting Interval will automatically change based on the Current Odometer but can be adjusted to fit the customer s needs. 7. The Retail Price is automatically generated based on the information collected. This price includes the dealer margin. To change the dealer margin for a sale, select Adjust. A field will appear where the profit margin can be changed. 8. Select a Lender from the drop-down menu. If your lender does not appear in the list, you may add one by selecting Add New and then typing in the required information. 9. To save the customer information, select Save. To erase the customer information, select Reset. Once you save the contract, you will have the option of viewing and printing the completed form. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 20

21 Searching for a Contract To search for a contract, use the Search option under the Contracts drop-down menu. You may search using the following options: VIN Name (Last or First) Repair Order Number You may enter as much or as little information as you have available. The search will provide a list of contracts that meet the criteria provided. From this list, you may reprint contracts, edit contracts or add Repair Orders. You may also sort the information by selecting the column headers in the table. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 21

22 Editing a Contract From the search list, you are able to edit a contract. Select Edit for the contract. You will see the Enter a Contract screen, only with the customer s information completed. At this point, you may update and change the customer information. The information will update once you save the contract. Edit Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 22

23 Remitting Contracts Using the Contracts drop-down menu, access the Remit option. This option generates the list of entered contracts to be remitted to Safe-Guard. Once a contract is remitted, it is held for payment. When payment is received, the contract is activated and eligible for reimbursement. To remit contracts: 1. Select the Contracts drop-down menu. 2. Select Remit. This will generate a list of entered contracts. 3. Select the approved contracts in the Accepted column by checking the boxes in the row of the customer. If all the contracts are approved, use the Mark All Accepted button located in the lower-left corner. Contracts may also be deselected using the Deselect All button. 4. Select the Remit Accepted Contracts button to submit approved contracts. 5. A Remittance Register with the total amount due will be generated. 6. Print the Remittance Register, and send it to Safe-Guard with a check for the amount due. PLEASE NOTE: CONTRACTS ARE NOT ACTIVE UNTIL PAYMENT HAS BEEN RECEIVED. Print and mail with a check to: Safe-Guard Products International, LLC 3500 Piedmont Rd NE Suite 400 Atlanta, GA Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 23

24 Declining Contracts From the Remit option, you are also able to decline a Contract. Should the contract be declined, it is from this screen that the Decline option is selected. Doing this moves the contract from the Remit list to the Declined list. To decline contracts: 1. Select the Contracts drop-down menu. 2. Select Remit. This will generate a list of entered contracts. 3. Next to each customer listed is a button that reads Decline. Select that button for each customer for whom you will not submit paperwork. 4. The contract will be marked declined, removed from the Remit Contracts list and added to the Declined Contracts list, where it can either be reactivated or permanently deleted. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 24

25 Viewing Declined Contracts Using the Contracts drop-down menu, you can access the Declined Contracts list. This list shows all the contracts declined by a dealership. From this list, these contracts can be reactivated. To see the list of declined contracts: 1. Select the Contracts drop-down menu. 2. Select Declined. This will generate the list of declined contracts. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 25

26 Reactivating Declined Contracts From the Decline option, you are also able to reactivate a Contract. This list shows all the contracts declined by your dealership. From this list, these contracts can be reactivated. Once a contract is reactivated, it is moved back to the Remit Contract list. To view reactivated contracts: 1. Select the Contracts drop-down menu. 2. Select Remit. The reactivated contract will appear on this list. To reactivate contracts: 1. Select the Contracts drop-down menu 2. Select Declined. This will generate the list of declined contracts. 3. Select the Reactivate button next to the customer whose contract you would like to reactivate. Each contract must be reactivated individually. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 26

27 Repair Orders Adding a Repair Order From the Contract page, there are two options to enter a Repair Order for a contract. 1. Double click on the customer s name. This navigates to a screen showing the customer s information, plan services and a list of all Repair Orders submitted for that customer. Click the Add Repair Order button. 2. Select Add from the R.O. column to the left of the customer s VIN. This navigates to a page specifying all the required Repair Order information. Add This is the screen you see when you double click on the customer s name. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 27

28 Adding a Repair Order continued 3. The Service Technician is responsible for entering the required information for the Repair Order. All fields with an asterisk are required. 4. Should the Total Repair Order Amount differ from the Reimbursement Amount, a field will appear requiring the Service Technician to add Upsell Notes. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 28

29 Viewing a Repair Order To view a customer s Repair Order, double click on the customer s name from the Contract Search page. This will navigate to a screen showing the customer s information, plan information and all the Repair Orders submitted for the customer. The option to add additional Repair Orders or print additional copies of submitted Repair Orders will also be available on this page. Contract List screen Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 29

30 Reporting From the Reports Drop-Down Menu, you are able to generate reports for the dealership s production. There are five reports available: Claims Remittance Breakage Report Non-Remitted Contracts Active Contract Reserve Upsell Report Shows the claims remitted for a date period and totals them up. This is used to reconcile reimbursement checks. Shows the Reserve Amount, the Amount Used and the Amount Remaining for each customer. Shows contracts that have been sent to Safe-Guard for which Safe- Guard has not yet received payment. These contracts will not have any claims paid until payment is received. Generates a list of all reserve dollar amount that is being maintained. Lists all Claims filed, shows the upsell amounts and the items sold. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 30

31 Claims Remittance Report This report shows the claims remitted for a date period and provides the sum for those contracts. This report will be primarily used to reconcile reimbursement checks. To run a Claims Remittance Report: 1. Select Reports from the drop-down menu. 2. Select Claim Remittance Report. 3. Enter a date range. Leaving these fields blank will generate a list of all claims remitted. 4. Select Submit. 5. You will see a report of all the contracts submitted during the date range indicated. 6. Select Print Report to generate a PDF of the report for printing. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 31

32 Breakage Report The Breakage Report shows the reserve amount, the amount used and the amount remaining for each customer. Sales Date Expiration Reserve Reimbursement Amount Active Reserve Potential Breakage Time Lapsed Date the contract was sold Date the contract ends Total amount to be reimbursed to the dealer for services rendered Total amount that has been reimbursed to date Total amount to be reimbursed upon service completion Total amount to be potentially earned by the dealer should the customer not return for planned services Time left on the contract once time lapsed is 100%, the contract is expired and the dealer retains the breakage Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 32

33 To run a Breakage Report: 1. Select Reports from the drop-down menu. 2. Select Breakage Report. 3. Enter a date range. 4. Select Run Report. 5. You will see a report of all the contracts that have been submitted during the date range indicated. 6. Sort by selecting the column headers. 7. Using the buttons, you can either print the report or export the report to an Excel spreadsheet. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 33

34 Non-Remitted Contracts Report This report shows contracts that have been entered into the Web site but not remitted to Safe-Guard. These contracts are considered inactive until they have been remitted to Safe-Guard. The report shows the customer information and the number of days passed since the contract was entered into the Web site. To run a Non-Remitted Contract Report: 1. Select Reports from the drop-down menu. 2. Select Non-Remitted Contracts. 3. Select Run Report. 4. A report of all the contracts entered will be generated, which can be printed or exported to an Excel spreadsheet. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 34

35 Active Maintenance Program Reserve Report The Active Maintenance Program Reserve Report generates a report showing the usage of each contract sold, including the number of services used, the date, the amount and the mileage for each Repair Order, as well as the Reserve Amount held and used by each customer. It can be exported to an Excel file or a PDF. This report shows: Contract Number Customer Name Contract Sold Date Contract Expiration Date Reserve Amount: Total amount being held and what is remaining to be used Services: Total number of services purchased and the total number performed Repair Orders Submitted: Includes Repair Order Number, Mileage and Claim Amount To run an Active Maintenance Program Reserve Report: 1. Select Reports from the drop-down menu. 2. Select Active Contract Reserve. 3. Select Run Report. 4. A report of all the contracts entered will be generated, which can be printed or exported to an Excel spreadsheet. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 35

36 Upsell Report The Upsell Report generates a report showing all claims, the Upsell Amount for each claim and Upsell Notes. All data is collected and entered by the Service Department when it creates a Repair Order. It lists each Repair Order separately, To run an Upsell Report: 1. Select Reports from the drop-down menu. 2. Select Upsell Report. 3. Enter a date range. To view all repair orders submitted, leave the date fields blank. 4. Select Submit. 5. This will generate a list of each Repair Order submitted. Multiple Repair Orders for the same customer will be listed individually. 6. This report may be printed or exported to an Excel spreadsheet. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 36

37 Printing Reports Each Report has a Print Option available, which allows you to print the report as a PDF that can be viewed on the screen, saved to your computer or sent to your printer. To print a report: 1. After running a report, select Print Report. 2. A dialogue box will appear asking you to open the file. The default option should be Adobe Reader. 3. Select OK. Your report should appear as a PDF document. 4. Select File and then Print from the drop down menu of the PDF for a paper printout of the report. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 37

38 Exporting Reports to Excel Each report can be exported to an Excel spreadsheet, which can be viewed on the screen, edited, imported into other spreadsheets, saved to your computer and printed. To export a report: 1. After running a report, select Export to Excel. 2. A dialogue box will appear asking you to open or save the file. The default option should be Microsoft Excel. 3. Select OK. Your report should appear as an Excel document. 4. Save the file to your computer. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 38

39 The Drop-Down Menus The Drop-Down Menus allow you to navigate to any page on the Web site at any time during your login session. There are five menus available: the Contracts Menu, the Service Menu, the Administration Menu, the Reports Menu and the Help Menu. There is also a Logout option at the top of each page. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 39

40 Contracts Menu The Contracts Menu contains various search options available for your user account. Sales Representatives will have access to five options: Add New Search List Remit Declined Enter a new contract Search for contracts Provides a list of all active contracts and view the detail on them. Does not show declined or non-remitted contracts Provides a list of all contracts to be remitted. Contracts can be approved or declined and then remitted from this list Provides a list of all declined contracts with the option to reactivate. Does not show active or non-remitted contracts Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 40

41 Service Menu The Service Menu allows you to search for customer contracts. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 41

42 Administration Menu The Administration Menu allows you to change your personal information as well as any specific information for your dealership. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 42

43 Reports Menu The Reports Menu allows you to run various reports for your dealership. Claims Remittance Breakage Report Non-Remitted Contracts Active Contract Reserve Upsell Report Shows the claims remitted for a date period and totals them up. This is used to reconcile reimbursement checks. Shows the Reserve Amount, the Amount Used and the Amount Remaining for each customer. Shows contracts that have been sent to Safe-Guard for which Safe- Guard has not yet received payment. These contracts will not have any claims paid until payment is received. Generates a list of all reserve dollar amount that is being maintained. Lists all Claims filed, shows the upsell amounts and the items sold. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 43

44 Help Menu The Help Menu provides various help options for your dealership. Contact Suggestions About Harley-Davidson Planned Maintenance Manager Provides the contact information of the administrator of the Web site Allows you to enter suggestions for improved functionality of the site Provides information about the Web site Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 44

45 Logout This will log you out of the Planned Maintenance Portal. Please note that the system will automatically log you out after 30 minutes of inactivity. Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 45

46 CONTACT INFORMATION: Piedmont Road NE Suite 400 Atlanta, GA Harley-Davidson Planned Maintenance Dealer Administrator Manual 11/09 46