ServiceChannel Retail Latest

1. innovating collaboration Company Overview

2. Welcome to ServiceChannel ServiceChannel enables facilities departments and their service contractors to communicate, collaborate and control costs online.

3. ServiceChannel’s Clients

5. ServiceChannel Process ServiceChannel helps its clients… Find Manage Settle … while supporting them with extensive , unlimited training & support for your facilities team, location staff and contractors . Register Analyze fixxbook fixxbook Plus Service Click Pay Center SC Analytics

6. Find Them On fixxbook TM fixxbook TM is ServiceChannel’s contractor directory and its mission is to catalog the knowledge and expertise of every contractor in the world so facilities departments can easily find the contractors they need. fixxbook M can be used to: Find contractors of any size, type, geography, specialty and status. OR Find fixxperts ( subject matter experts ) with the right industry specific knowledge, experience and expertise to consult on critical issues or manage special projects. fixxbook TM fixxbook TM has partnered with Ariba to enable you to expand your search into Ariba’s global Discovery TM network.

7. Supplier Selection and Registration fixxbook Plus is an enhanced registration process for ServiceChannel users and their service contractors. fixxbook Plus allows facilities managers and their clients to exchange important information including W-9’s, insurance information, rates, licenses, direct deposit info and other business information. Contractors and their clients keep important information in one online workspace so they can focus less on paperwork and more on service work. ServiceChannel clients can have their contractors complete fixxbook Plus registration. There is no charge for contractors to complete this requirement. Scorecarding and Feedback ServiceChannel captures quantitative and qualitative feedback to develop contractor scorecards and performance analytics to elevate the relationship with contractors. fixxbook Plus

8. Ariba Solutions ServiceChannel’s partnership with Ariba expands your reach across the globe with the ability to source contractors through Ariba’s Discovery TM network using ServiceChannel. 500,000 + suppliers are available through the Ariba network which can be accessed directly through with ServiceChannel. Integrated Ariba RFP Process With an integrated RFP Process within ServiceChannel you can electronically receive multiple bids on a single proposal, or an entire trade. fixxbook Plus T M fixxbook T M

9. Network Referrals Network Referrals Network Referrals

10. Manage on ServiceClick Service Click

11. Service Request Options Service requests can be initiated three ways: via a web based dashboard, mobile dashboard, or via our 24x7x365 technology powered call center Web / Dashboard Phone / Call Center Service Click Mobile Device

13. Call Center Technology Powered - Leveraging the right tools to reduce costs while delivering a world class customer experience. Quality People - Creating an environment that attracts top quality people and retains them effectively. Facilities Focused - Developing a process specifically designed to deliver for retail facilities. Key Features Receive/dispatch emergency calls on a nights/weekends/ holiday basis to pre-selected vendors as well as anytime backup to our dashboard. • Escalate calls based on clients internal and external escalation procedures. • Provide support to contractors. • Available dedicated client lead to facilitate reporting, follow up, and project support. ServiceChannel’s call center philosophy focuses on bringing the right technology and people together to develop solutions that are highly impactful for the facilities industry. Service Click

14. Call Center Technology ServiceChannel uses its clients customized business logic to route individual calls to the right expert for the specific situation Store2Expert Agent Assist Internal Transfer FM SC Agents Technology Service Click

16. A Day In The Life Of ServiceChannel No Technician performs work, receives signed work order and checks out. Yes Facility Manager reviews and approves invoice online or rejects with comments. Store manager leaves feedback. Contractor uploads signed work order into SC and submits invoice online. SC auto-verifies invoice. START : Store or corporate personnel places service request via Web based dashboard after going through call avoidance routine. Contractor receives service request via fax, email, pager or XML and acknowledges call. SC pays contractors and transmits approved invoices and GL codes directly into client’s backend accounting system (Oracle, SAP, Lawson, etc). After payment, SC posts remittance information online. Dispatched technician checks in at job site via IVR touch tone system. Tech checks out, contractor submits proposal online to Facility Manager via SC. Once approved, contractor re-dispatches tech Problem solved under NTE or by accepted proposal?

17. Data In Four Ways On-demand Reports Powerful customized reports provide timely, accurate and pertinent information for more effective decision making. Mobile Access Facility managers can access live information and store history in the field from BlackBerry®, iPhone® , Droid, and other web enabled handheld devices. Proactive Alerts Proactive, event driven alerting brings critical situations to facility manager’s attention, enabling them to focus on issues that matter most. MicroStrategy Reports High-impact custom Business Intelligence reports based on historical, current, and predictive views of business operations.

18. Business Intelligence