CCF Training April 2021 by Roxanne Garford https://padlet.com/roxannegarford/575ulrt7xghubrhq Made with a lightning strike of genius en-us 2021-04-08 08:58:53 UTC 2021-04-23 15:15:43 UTC hello@padlet.com Please use the + button in the right hand corner to ask a question. roxannegarford https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1395002722 2021-04-08 08:59:59 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1395002722 Daily stats - Rota - do we update our own schedule/hols? Or does Andrea N do this? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432034535 You would do this yourself

]]> 2021-04-19 08:13:44 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432034535 When counting invoices. If multiple customers/cr's on one invoice, we would add this on Daily Stats as not 1 but several from the 1 invoice when counting? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432081928 That is correct. So if 1 invoice has 6 CR's/customers then you would mark it as 6

]]> 2021-04-19 08:30:11 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432081928 I'm still a bit confused about Successful fit - with blinds but no safety report. So we don't upload doc and say / no blind doc? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432367365 Currently if a blind has been fit but you have not been sent a blind safety document by the fitter then you need to follow section 5 of the workbook and upload the report as a doc. You do not confirm the fitting outcome so the milestone will not progress.

 I see, so we can't move the milestone along further. Thank you. I think this was the problem we had in the past

Yes that is correct. 

]]> 2021-04-19 10:18:56 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432367365 What time do we send the standardised fit reports to Seymour or is it still a couple of people that send them at once? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432387605
Standardised fit reports are sent to Seymour throughout the day now. Rox, Raj, Catherine, Victoria & Andrea N generally send them. 

]]> 2021-04-19 10:27:16 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432387605 When we complete a fit report, the email inbox, do we just drop it into the branch/region and this shows that it's completed? then do we update on daily stats as done? I've forgotten, sorry https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432396657
Yes when you have completed a fit report in the Furnishings.fitreport email box then file it under the correct branch folder.
You would then need to log this on the daily stats.
So on daily stats - say Ipswich has been counted as 2 - and I've done 1, I change it to 1?

There should be nothing on the daily stats until you fill that in. But yes if it had been completed & you found something was different then you would change the numbers. 



]]> 2021-04-19 10:31:01 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432396657 My milestone is on "Invoice complete" should I just upload the doc/email to "Upload docs" instead? It's successful https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432451610 Yes that's right. Upload it to docs, but also copy and paste into the CPM notes

]]> 2021-04-19 10:55:11 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432451610 I'm a little confused - Fitter puts Yes in Subject (so fit successful?) but notes suggest totally new blind needed. https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432815643 Sometimes Fitters will say 'Yes' when they have successfully done the job they went to do, even if it was an uplift. It is best to work from the content of the Fit Report. So if you can see that a new blind is required then this will need to go on to Connex.
So ignore - "Yes" as he's referring to inspection done? And treat it as a failed fit ?
Exactly! If the detail in the Fit Report tells you that something else needs to be worked on, regardless of whether he's said unsuccessful or successful it's important to make sure it goes to the right place and gets actioned for the customer.

]]> 2021-04-19 12:56:20 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1432815643 If the cm refund due to "Failed fit" no longer going ahead should I move to "Close Case" rather than successful/unsuccessful fit? I think only part of order failed https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1433562305

You would mark the fit as successful but make a clear note why you have done that.

I usually make a note like this.....

*** Close Case and Finance ***
Marking fit as complete due to customer receiving refund.


]]> 2021-04-19 15:14:01 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1433562305 On Daily Stats - new invoices today. 1 invoice had 5 crs/cm's so i would add this on Daily stats as 5 new invoices/ 5 total invoices? - and from fitters - 1 or 5? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1436640690 Jen - you would put it as 5 in the total customers but in new invoices received today you would mark it as 1
Fab
Total invoices - do I include multiples?

Total invoices is the amount in the iproc queue
Thanks ]]> 2021-04-20 07:11:31 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1436640690 I can't find the fit date for the failed fit - not on CPM or fit report- looks like if was yesterday cause fitter called in ? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1436856226
Have you checked the diary (OFSC) 
Trying that but I can't remember how to use the diary 
I found it now , thanks ]]> 2021-04-20 08:23:52 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1436856226 I can't remember how to do costing if fitter if Cross-catchment. They need to be paid in their rates. Will you be able to go through this with me. I think thats also when we need to check pricing for a different fitters area? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437184218 This will be covered later in the Sending Costings workbook
Thank you ]]> 2021-04-20 10:24:29 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437184218 When me and Rob are helping on Costings, we won't have access to the regional inboxes to send emails to fitters. How would we send costings? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437311127 Don't worry about it Jenni! You and Rob will use the Finance inbox and CC in the relevant inbox. We were going to tell you later :)
Oh, lovely. thank you :) ]]> 2021-04-20 11:18:57 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437311127 costing was sent to fitter yesterday (did prep today) should i still send it again -same costing? completing tomorrow https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437720240 Nope, if he's already received the entire costings you don't need to send it again.
okay - I'll move on to the next one. Thank you ]]> 2021-04-20 13:13:11 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437720240 Counting Northwest - Costings for Daily Stats - I'll just add the 2 I'm doing as - 1 done yesterday. The crosscatchment one on eta. Havent a clue where its for (not been asked to do it) should that be added to Daily stats? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437755399 For the ones you have not been asked to do, they will be added by the person who is doing them. Just add the ones you have done :)
thanks 

]]> 2021-04-20 13:20:21 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437755399 Sorry- another one I'm stuck on :/ ETA has job for Barry Morgan - tomorrow. The CPM Case and WRC suggests job isn't til 04/05/2021 with Tom Purslow. Is the job no longer going ahead tomorrow? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437776940 Yes it's been booked by the Scheduling Partner for 04/05. Can you please change the date and fitter name on WRC and I will let the Scheduling Partner know :)

So should I leave this one?
Yes, once you have changed the fitter name and date

I'll do that then call scheduling - just incase other fitter thinks hes going tomorrow - thanks
I will let Scheduling know. You can just do the change on WRC

Okay, thanks. The fitters name isn't on the list to assign :/
I'll jump to the next one ?


]]> 2021-04-20 13:24:42 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1437776940 Invoices https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441804449 Please can I ask we still receiving some multiple invoices and is this being reduced down by working with individual fitters and field managers and what actions are being driven to reduce and is there any timescale across  the board for 1 job 1 invoice for this time frame to be completed

Yes, unfortunately it still happens but much less than before. The 'Multiple Invoices' tab on the Daily Stats was created for this specific reason, so it is really important that we are all using all elements of the Daily Stats. The Field Managers all receive the reports created from the Multiple Invoices tab and manage the fitters accordingly. No timescale as such, just as soon as possible!]]> 2021-04-21 09:36:10 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441804449 If there's 2 fitters on 1 job and the jobs costing is a full costing, not split, do we wait for both invoices or do we have to split the costing - half and half - then update the correct WRC? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441838821 You would split it at the point of receiving the first invoice, your accruals won't be accurate if you wait for the other invoice to come in to action the worksheet. Much easier and clearer for everyone to split!
thank you ]]> 2021-04-21 09:50:06 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441838821 If a fitter moves a speciality item when they are not supposed to, do we still pay them for a furniture move? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441882570 If the conversation has been had with DR or AS, the fitter and the customer and it has been agreed for any reason, then yes, but if it has not been authorised and the fitter just does it and adds to their invoice, then no we don't.]]> 2021-04-21 10:09:06 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441882570 Are there pricing guides for all the different areas we can refer to? Where would we find them? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441936247 There are, but these are 2019. We are waiting on Adam Sheppard to provide these for all regions. This should be soon as we know he is working on them at the moment.

Thank you 

]]> 2021-04-21 10:32:12 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441936247 Do we have addition charge templates https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441977545 No, we all have a copy of the Additional Charge Calculator. When we get to the end of this book, we will all make a copy of the calculator and the Additional Charges Record will also be shared

Thanks  ]]> 2021-04-21 10:52:18 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1441977545 If fitter comes to us for cancellation charge (within 24 hrs) would we need the fitter to speak to Scheduling as it says on workbook this would be their responsibility https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1442020702 The fitter should really be calling Scheduling if the fit is cancelled. Whether this be if the carpet is damaged, then Scheduling would need to call the customer. If the customer is not in, Scheduling need to rebook. Fitters are generally following this process. If we do get the call than we would need to manage and if it needs to go thrugh to Scheduling, we need to make sure this happens

Great, we used to get some notorious fitters that would come to us instead of the correct dept. I'll make sure correct process is followed]]> 2021-04-21 11:14:20 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1442020702 When checking checking CPM queue for FC invoice received - If I go to check the WRC CR it doesn't work - is it because its archived/too old. Should I assume as it's very old and the CPM notes say both fitters invoices paid (5 mths ago) and no Connex cases - to move milestone on? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1442835448 If the CR is archived and can't be accessed on WRC, you could access the notepad if you load the CR in CSS. This is helpful so you can double check if the invoice was ever noted down.

Thank you ]]> 2021-04-21 14:40:53 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1442835448 FC - Check fitters invoice received. If the jobs cancelled/ issues customer cancelled and refunded. But fitter had 1x cancellation charge. I found on Additional Charges Record - box ticked - invoice received. Unable to find invoice recorded in CPM or WRC notepad. Would we not be able to close this? As customer fully refunded - just can't find the invoice number https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1442934851 If we aren't expecting an invoice in for the work then I would close it. You could use 'CUSTOMER CANCELLED' as the invoice number to move the case along, as we aren't expecting an invoice for the work to come in, no point it being open!]]> 2021-04-21 14:58:47 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1442934851 CPM - pay incoice - I can't move milestone to Invoice added - the fit report isn't here. Should i add blank doc to move it to invoice adding? or leave this milestone? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1446575894 As long as it's been a few days since the fit, then yes Blank Document and move the milestone. If it's only been a day or 2 since the fit I would leave it for a bit longer to be on the safe side.

only 20th - I'll leave in for now. thank you

Just leave a note to say why you've left it :)

Will do ]]> 2021-04-22 10:44:50 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1446575894 CPM queue - milestone is "Fit Arranged" however in Jan customer had full refund/ supplier took back carpet. Fit never went ahead - no invoice/fitter involved. No other products on this FC. Can I go straight to Close Case in Related Actions? https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1452110401 2021-04-23 15:00:33 UTC https://padlet.com/roxannegarford/575ulrt7xghubrhq/wish/1452110401