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  • Chargeable Process Training Vista

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    Gavin
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    Chargeable calls are incidents not covered by maintenance contracts, such as physical damage, software faults, missing hardware, or incorrect consumable use. Engineers must identify chargeable calls to ensure the business is paid for these non-covered claims. For chargeable calls, engineers should repair or replace equipment, take photos of damage, mark the call as chargeable in FSM-e, attach photos, and add notes describing the incident. At Lidl stores, engineers must also complete a Contractor Attendance Form (CAF) and attach it to the call in FSM-e.

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    Chargeable calls are incidents not covered by maintenance contracts, such as physical damage, software faults, missing hardware, or incorrect consumable use. Engineers must identify chargeable calls to ensure the business is paid for these non-covered claims. For chargeable calls, engineers should repair or replace equipment, take photos of damage, mark the call as chargeable in FSM-e, attach photos, and add notes describing the incident. At Lidl stores, engineers must also complete a Contractor Attendance Form (CAF) and attach it to the call in FSM-e.

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    11 views14 pages

    Chargeable Process Training Vista

    Uploaded by

    Gavin
    Chargeable calls are incidents not covered by maintenance contracts, such as physical damage, software faults, missing hardware, or incorrect consumable use. Engineers must identify chargeable calls to ensure the business is paid for these non-covered claims. For chargeable calls, engineers should repair or replace equipment, take photos of damage, mark the call as chargeable in FSM-e, attach photos, and add notes describing the incident. At Lidl stores, engineers must also complete a Contractor Attendance Form (CAF) and attach it to the call in FSM-e.

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    of 14

    vistasupport.

    com

    Chargeable
    Process
    Training

    Not all chargeable calls will be this obvious!


    What is a chargeable call ?

    Top chargeable trends

    “Vista’s maintenance  Chip and pin device (Tamper detect or alert


    interruption messages)
    contracts cover the failure  Physical damage

    of supported hardware  Software fault or corruption (not hardware


    related)

    components only”  Missing hardware (lost or stolen)


     Incorrect use of toner and consumables
     Thermal heads
     Infrastructure cabling faults
    Some customers pay additional to include calls that
     Fire, flood, theft
    would be deemed chargeable, but we still need you
    to record and capture such incidents.  No fault found
     Environmental issue (problems caused by
    unplanned power outages)
     Unsupported equipment
    Why is it important to identify chargeable calls ?

    Vista’s maintenance contracts are like an insurance policy.

    Maintenance calls from our customers are like claims against


    the insurance policy.

    Sometimes customers will log calls with Vista for products or


    types of incidents that are not included in their contracts.

    If we do not capture these chargeable incidents, then the


    business ends up paying for these claims.
    Identifying Chargeable
    Calls
    Call Description

    Call Resolution
    Call Description

    Call Resolution
    Call Description
    Call Description

    Call Resolution
    Call Description
    Where to Capture a
    Chargeable Call!!
    FSM-e Photos
    Within FSM-e there is the ability to add
    photos. One section on this is for
    Chargeables

    If you are using FSM-e on your Mobile


    you have the ability to take photos
    directly from the APP, however if
    being used on Tablet will need to use
    the camera app on tablet and Browse
    the tablets drive to add your
    photograph
    FSM-e Surveys
    Before being able to complete a task there is a REQUIREMENT to complete some surveys, one of these being Chargeable.

    If you select yes you will then see a text box appear which is mandatory to fill in as there maybe circumstances
    where you cannot capture a photograph etc.
    Lidl CAF (Contractor Attendance Form)

    After attending any LIDL Call, it is compulsory that


    a CAF From is completed and then attached to
    your call using the functions mentioned earlier.

    These forms are obtained from the Manager and


    printed from the back office. They will include
    information such as

    • Date
    • Time on/off Site
    • Description of the work carried out

    Its is completed electronically then printed off for


    you the engineer and the manager your dealing
    with onsite to sign.
    Summary of Process
    Chargeable call process

     Repair or replace the damaged equipment at the customer site as per normal procedure

     If at a Lidl Store you must always complete a CAF form (otherwise we will not be paid)

     Take a photo or the damaged equipment, the fault or the area where a device is missing

     Complete the call using your IFS mobile app and mark the call as chargeable.

     Attach the image of the damage and the image of a CAF form (Lidl Only) to the call.

     Add notes to say what damage or circumstances you encountered

     Close the call and return defective parts as normal

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