1

PARTNER TO PARTNER

Thank you for being a part of Sears Provider Network. I wish you, your

families and teams a wonderful holiday season. Our transformation continues

as we introduce new technology, improve our processes, enhance our field

support and seek ways to grow our business. For those that continue to take

that journey alongside us we thank you!

This is the most important time of year for our retail partners here at Sears.

Don’t leave one opportunity on the table in 2014; we must capitalize on

every sale! We know that you are our competitive advantage, and how well

we service the member can seal the deal. Holiday planning specifically

around capacity management, pre-call and schedule confirmation are vital at

ensuring a “Wow” member experience. Spend a little extra time this year

with your District Contractor Manager visiting stores, solution any store

concerns, provide contact information and staffing opportunities that may

impact a successful holiday period. If there is any training we can provide

prior to the holiday rush, let us know, your District Contract Manager is not

only a pretty face, but a local support and trusted advisor.

Merchandise sales have been positive for the majority of 2014 with Home

Appliance installable products is well over +3.2% Year-To-Date vs. Store

Sells of install down 56 bps to last year in our leading categories! This is truly

associate confidence in us delivering on our “Wow” member experience.

“Don’t leave one opportunity on the table in 2014” we must

capitalize on every sale!”

What drives a successful member experience?

1. Scheduling at the member’s convenience.

2. Communication with the member throughout the process.

3. Professional and courteous appearance from the time you arrive until you

depart! “1st impressions are everything!”

4. Completing the installation on the first visit; free of damages.

Vol. 1 Issue 12 11.7.2014

IN THIS ISSUE:

Message to Install Partners

Installation Success Story

Top Provider Performers Recognition ~ In Home

Compliance Corner:

~Join the ServiceLive Community ~Sharing SPN Approved technicians this Holiday Season

IN EVERY ISSUE: Key Performance

Indicators Definition

Customer Survey Questions

Mobile App User Name/ Password Retrieval

Add-on Services Billing Instructions (Mobile App &Web)

Monthly News Archive

Links

AS Manual Updates

Pre-Call Checklist

Schedule Confirm Instructions

Work Order Guidelines

As always, we appreciate the level service you provide to each of our

members.

~Alex Robinson, Director of Installation Contractor and Compliance~

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INSTALLATION SUCCESS STORIESAnytime is the right time!

A member called in inquiring about his installation time window. I

informed him it would be today between 4 and 8. He then told me he

had supper at 6 and asked if we could do it sooner. I told him I'd call

the installer to see if we could reschedule for an earlier time window.

I called the installer Geoff, and he stated that he would gladly do the

install according to what the member is requesting. I told the

member if he had the TV in his home that the installer could head to

Kansas City now to install it. The member wanted a time after 11,

and Geoff was able to accommodate a 12-1 arrival time. I've spoken

to my share of installers, but have never had an installer as obliging,

professional and people oriented. It's definitely something I'd like to

hear more often.

Kudos to Geoff on the Customer Service he provided the member!

~Victor R. ~

Geoff Eiffert Company. – Geoff Eiffert

Springfield, MO

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TOP PROVIDER PERFORMERS RECOGNITION ~ IN HOME

October In-Home scores are in, congratulations to all installers in the top 20! – 2014 GOAL 75.00

Rank Provider    Oct In-Home Score

1 KENDALE L DUPUY - [100014166] 97.44

2VITO VINCENT SERRATORE DBA SERRATORE PLUMBING -

[100020043]93.94

3 First Coast Delivery, Inc. - [100013520] 93.59

4 GNT Solutions LLC - [100014903] 92.86

5 ON PAR INSTALLATION INC - [100013201] 92.73

6 Joseph f.gloeckner - [100016912] 92.17

7 Bruce White Assembly Services - [100015110] 92.00

8 Jeff Wilenski - [100016478] 90.48

9 Appliance Install And Repair Specialists - [100019235] 90.00

10 Mar-Lin Quality Finishes, Inc - [100017903] 88.89

11 VERNON GUILES - [100013377] 87.88

12 Sears Garage Door Solutions - [100009013] 87.10

13 DTI Advanced Solutions Inc - [100013844] 86.11

14 SOServices - [100022636] 85.29

15 geoff eiffert company llc - [100017086] 84.93

16 L.I. Appliance Installations Inc. - [100015497] 84.75

17 CJ'S SERVICES LLC - [100017285] 84.62

18 James Wilms - [100014148] 84.44

19 MAC INSTALLATIONS LLC - [100021920] 84.09

20 BEST INSTALLATION CO - [100013940] 84.00

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COMPLIANCE CORNER

Join the ServiceLive Community

Who doesn’t love being a part of something great; especially when

great means getting your concerns addressed, sharing business

tips and sometimes just having an outlet to unwind after a hard

day’s work. Click here for instructions on joining the ServiceLive

Community today; you will not regret that you did.

I recently joined, and would like to solicit your feedback on what’s

going well in your market that can be addressed through store

communications and contractor alliances. Don’t forget, I also offer

Wednesday Installer trainings open to all everyone who may just

need a few minutes to ensure they are managing their orders

correctly through ServiceLive, reminders of training dates and times

will now be made available via the Community, you will not want to

miss out on this and other helpful tools to make your day just a little

bit easier and of course more fun!

Sharing SPN Approved technicians this Holiday Season

Need some additional help during high season? You may want to partner up with your neighboring Firm and share some of your SPN Approved technicians. Adding these technicians to your team is easy, and follows the same process you would use to add a new user. Click on link for steps: Add a New User. The only thing left to once you have added the already SPN approve tech, is to request ServiceLive share the cleared Background check. To do this, simply email SLCompliance@servicelive.com. They will be more than happy to help and you will be one step closer to ensuring you have the capacity needed this holiday season!

Note: Sub-Contractor Agreements are required on all Sears RI – General

Plumbing SPNs.

~Tabitha Phillips, Mgr. Contractor

Training, Communications and

Compliance~

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KEY PERFORMANCE INDICATORS DEFINITION

Every week we provide you a report of you weekly performance, this year we want to

make sure you understand how we define each goal you are rated on. Our members

want to be in the know, and so should you! The source of the measurement is in bold

behind the definition. Keep in mind the survey is launched to our members within 48

hours of the technicians IVR Departure time from the home. We are using a Tier

system for grading.

ICM’s will discuss in the weekly calls for the overall provider rating. Are you TOP

TIER?

Operation Excellence KPIs

1. IVR (2014 Goal: 92) - IVR (Interactive Voice Response) (Technician in the Field) Rate

measures the installers’ compliance requiring them IVR on both the Arrival and Departure of each installation order.

2. FTC Q2 Goal: 90) – First Time Completes - FTC (Technician in the Field) measures the

members’ response to question four on the member survey: Did it require more than one

visit to your home to complete the installation? If yes press 1, if no press 2

3. On Time Q2 Goal: 96) - On time (Technician in the Field) measures the members’ response to question six on the member survey: Did the Installer arrive within the 4-hour

window they promised prior to the installation day? If yes press 1, if no press 2

4. Reschedules (Q2 Goal: 14) – Later Reschedules measures the members’ response to

question two on the member survey: At any time, did Sears initiate a reschedule of the

installation? If yes press 1, if no press 2

Member Experience KPIs

1. Order Acceptance (Q2 Goal: 95) – (ServiceLive System) Order Acceptance measures the

installers compliance requiring them to Accept the installation order within 1 business day of order routing to them .

2. Pre-Call Q2 Goal: 95) – (ServiceLive System) Pre-Call measures the installer’s

compliance requiring them to contact the member within 1 business day of receiving the

installation order (note: a service window is not required at the time of this event).

3. Schedule Confirm Q2 Goal: 87) – (ServiceLive System) Schedule Confirm measures the installers compliance requiring them to provide a four hour or less service window (in the

new order management tab) to the member prior to the installation day

4. In Home Q2 Goal: 75) – (Member Survey) In Home measures the members’ response to

four of the member survey questions. All questions are a 1 to 5 scale.

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MEMBER SURVEY QUESTIONS Member service is very important to Sears and every member that has an assembly/installation

completed will be surveyed upon your IVR departure submission. Future work dispatched to

an Authorized Servicer may be affected depending on the Authorized Servicer’s survey scores.

Below is a sample list of the survey questions.

Question ScaleSurvey Question 1:

At any time did Sears initiate a reschedule of your installation to a

later date?

Survey Question 2:

Was your installation completed to your satisfaction on our first visit

to your home?

Survey Question 2A:

Did it require more than 2 visits to your home to complete your

installation?

Survey Question 3:

Did the Installation Team's arrival time meet your expectations?

Survey Question 4:

How satisfied were you that the Installation Team made sure your

Product was working correctly?

Survey Question 5:

How would you rate the Installation Team in terms of protecting your

home or merchandise from damage?

Survey Question 6:

How would you rate the Installation Team for being professional and

courteous?

Survey Question 7:

How likely are you to want the same Installation Team back in your

home for a future installation?

Survey Question 8:

Did you purchase any additional services from the Installer at your

home?

Survey Question 9:

How likely would you be to recommend Sears to a friend, considering

the entire process from the time you made your purchase through

the installation?

Survey Question 10:

How closely did the explanation of the installation process match

what you actually experienced on the day of the installation?

Choice: 1-5

Choice: 1-5

Choice: 1=Yes Or

2=No

Choice: 1-5

Choice: 1-5

Choice: 1=Yes Or

2=No

Choice: 1=Yes Or

2=No

Choice: 1=Yes Or

2=No

Choice: 1=Yes Or

2=No

Choice: 1-5

Choice: 1-5

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SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL Have you downloaded the new ServiceLive Pro App? Working with Sears has just gotten a little easier and a great deal more fun (if you’re a techie at heart) along with meeting the 2014 Installation Key Performance Indicators. Driving an overall better member experience, which ensures business continuity and profitability is now more of a reality than ever before with the introduction of this new App! Below are some of the immediate benefits the Mobile App will provide, like most Apps it will be ever evolving. Look forward to these features soon (accept, assign, reassign and reschedule service orders) • Schedule Confirmation: Techs may now add the 4-hr Service window for their installs

confirmed for tomorrow, no more mid-night emails for the morning clerical staff with service window information! The schedule confirmation process just became easier and your compliance scores will reflect it!

• Mobile Check-in & Check-out: IVR can also be completed with the Mobile App, acknowledge that you have arrived and indicate how you departed at the click of a button. The IVR 800 # is still available, but does not need to be used when you use the Mobile App to Check-in and to Check-out.

• Pictures: Upload & Store Images, a picture speaks a thousand words, take before and after photos to mitigate damage claims!

Get Paid Sooner: Using the Mobile App will ensure you are billing out on your installs in

seven days or less, in fact you can submit for payment before leaving for your next service

appointment by taking advantage of the Mobile App feature that allows for member and

technician signatures. Note: Being able to “view pricing and submit for payment” is

permission controlled by the Provider Administrator.

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SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL-CONT’D Installer Administrators, please be aware, technicians will only be able to view and action their assigned work via the new mobile app with their own unique username and password. Below are the instructions for retrieving and resetting their password.

SN  Task:

1

Go to Manage Team, under your Administrator Office

2

Locate the name of the technician, whose Username and password you need, hover over "Take

Action" and select Edit Profile

3

Scroll to the bottom of the page to locate the technicians User Name

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SERVICELIVE MOBILE APP USERNAME/ PASSWORD RETRIEVAL-CONT’D

Do not forget you can access the SL Mobile App Training 24/7 http://training.servicelive.com/mobile-app/

SN  Task:

4

Click the back button, at the top of your web-browser to go back to the "Manage User" page

5

Go back to the technician's whose user name you just obtained and hover of the "Take Action", and

select Reset Password

6

The following screen will appear, click "Continue" an email with a temporary password will be sent

to the email address associated with the technicians account. Go to the email account and follow

the directions provided to reset the password

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Provide the User Name and Password to your technician. Now they will be able to access all orders

assigned to them in ServiceLive; to IVR on Arrival/Depart, Add the 4-Hr service window and obtain

the signatures electronically!

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Add-on Services Billing Instructions

Authorized Servicers are responsible for collecting and verifying methods of payment for

Change of Specifications (COS). The money is collected on behalf of Sears, and must be

forwarded to Sears in its entirety along with a copy of the service order. Below is the step

by step process to submit those additional monies collected via both the ServiceLive

Website and Mobile App.

Directions on billing for Add-on services via the ServiceLive Website

SN Task:

1

Sign onto ServiceLive: http://provider.servicelive.com/login.html.

2 On the Dashboard, scroll to the right to the tab.

3 Click on queue to complete for payment.

4

Click on the Complete Order button next to the order that includes Add-on

services to start the billing process.

5

Seletct Yes, service was completed and press continue.

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6

After entering Resolutions Comments and Final Price, click on the Add-on

services or permits box to submit for reimbursement of monies collected from

member at the home.

7

A list of Add-on services including permit add-on will populate. Select the

quantity (Qty.) that was charged and the provider prices will auto-populate. If

add-on job code description does not exist for the work performed,

select the 650XX job code (XX is the division number, in this example 57

for Consumer Electronics) and the amount charged to the member.

12

8

For permits, select the type of permit and enter the amount collected from the

member.

9

Select the method of payment provided by the member. Sears accepts Checks

or Credit Cards. Any cash collected should be deposited into your

personal bank account and your company check or credit card used to

remit payment to Sears.

13

10

For checks, enter the check number and amount written on the check. Mail

the check to the Sears provided address. Remember all checks over

$200.00 must be authorized before accepting the check from the

member. To obtain the authorization you must call 888-491-3698. If the

check is not approved you will need to ask for another form of payment

from the member.

11

For credit cards, enter the full credit card number, expiration date, card type,

Pre authorization number and the amount authorized by the member.

Remember Sears offers two lines of credit: The Sears Credit Card which

start with 5049 and Sears MasterCard which start with 5121. Please

remember to select the correct type of Sears Card when adding method

of payment to avoid processing failures.

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Directions on billing for Add-on services via the ServiceLive Mobile App

SN Task:

1

Sign onto ServiceLive Pro App.

2 Select the service order that includes the Add-on service to begin the billing process.

3

Click on the Check In button, the screen will refresh, then click on the Check In Now button.

4

Click on the Complete Order button and then chose, Completed Service to begin the billing

process.

15

.

5

Once you confirmed the tasks completed and any permits if required, you can

now submit for reimbursement of monies collected from member at the home.

6

A list of Add-on services including permit add-on will populate. Select the quantity that was

charged and the provider prices will auto-populate, then click next. If add-on job code

description does not exist for the work performed, select the 650XX job code (XX is

the division number, in this example 42 for Water Shop) and the amount charged to

the member.

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7

Select the method of payment provided by the member. Sears accepts Checks or Credit

Cards. Any cash collected should be deposited into your personal bank account and

your company check or credit card used to remit payment to Sears.

8

For checks, enter the check number, then click the submit button. Mail the original check to

the Sears provided address. Remember all checks over $200.00 must be authorized

before accepting the check from the member. To obtain the authorization you must

17

call 888-491-3698. If the check is not approved you will need to ask for another form

of payment from the member.

9

For credit cards, enter the full credit card number, expiration date, card type and Pre

authorization number, then click save. Remember Sears offers two lines of credit: The

Sears Credit Card which start with 5049 and Sears MasterCard which start with 5121.

Please remember to select the correct type of Sears Card when adding method of

payment to avoid processing failures.

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Obtaining the Add-on Service Authorization codes/ merchant numbers

SN Task:

12

Authorizations numbers/ merchant codes for both credit cards and

checks over $200.00 can be found on every service order in the

Required Order Completion Documents & Photos section. Print or

save a copy of this document to have on hand at every install.

13 Handling Payments for Add –On Services Document “Sample”

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MONTHLY NEWS ARCHIVES We know you receive a great deal of emails from contact@servicelive.com, below are some

of the latest news releases you may have missed or not had time to read!

11/05/2014: Sears Friends and Family This Weekend – Share the News!

10/30/2014: Product Assembly SPN: Auto Accept Changes – Action Required

10/13/2014: New Work Order Guidelines 30 Day Grace Period Ends

10/6/2014: Provider Installation Newsletter – October 2014

9/22/2014: Home Appliance SPN: Auto Accept Changes – Action Required

9/08/2014: New Work Order Guidelines 30 Day Grace Period Begins

8/19/2014: Provider Installation Newsletter – September 2014

8/19/2014: Provider Installation Newsletter – August 2014

8/11/2014: Sears RI Authorized Service Manual

8/05/2014: It’s Here! ServiceLive Pro App - Now Available

7/23/2014: Accessing the Sears RI Authorized Service Manual

11/07/2014: New Game Table Assembly Codes

11/12/2014: Black Friday Readiness Reminders

Upcoming News: October

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AS MANUAL UPDATES

One of the only constants in life is change; please review some of the latest changes to the

Authorized Servicers Manual.

Section Description Page #

1.2: Customer Service PhilosophyUpdated customer service philosophy: To serve, delight and

engage our members while they shop their way1

1.4: Performance Expectations: Pre and

Post Install requirements

Five-point installation order check list of actions you must

complete before entering the member's home and post

installation.

2

1.4: Performance Expectations:

Installation of the New Product

Reminder: all parts and accessories purchased by the

customer must be used during the installation process9

1.4: Performance Expectations:

Merchandise Damaged on Pick

up/Arrival

Product damage claims that your firm may be liable for will be

processed through the local MDO. DCM to follow up with

additional detail around when this change will be go into

effect.

8

1.8: Sears Forms/Materials

Added Sears Automotive Center 7% Discount Letter, print a

copy to use when having vehicles serviced at Sears

Automotive Centers

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13.1: Work Orders and Change of

Specifications

Trip charges will no longer be given if an order does not meet

all day of install requirements (Pre-Call/Time Window, Call

Ahead and IVR). DCM to follow up with additional detail

around when this change will be go into effect.

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16.1: Support Contacts / NumbersContractor Support Hours changed: M-F (8am-10pm) Sat

(8am-8pm) Sun (Closed) EST44

4.5: New Contractor - On Boarding

Check Sheet

Revisions made to On board Check Sheet, added links to

training registration20

4.6: Quarterly Business Review

All approved / active Suppliers may undergo a formal

Quarterly Business Review (QBR) initiated by their

Installation Contract Manager

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NA - Entire Manual

Customer has been replaced with the word Member to

embraces our belief that our shoppers are a part of our

organization and contribute to not only business longevity, but

also to the innovative changes that can only come from a share

partnership and trust

NA

14.1: Record of Return (ROR):

Merchandise Pickup/Return ProceduresAdded Installer Pick up and Return Log process 42

AS Manual Changes

22

PRE-CALL CHECKLIST Pre-Call Checklist – The Pre-Call checklist below is recommended for use with all initial member contacts to aid in the installation experience and ensure all expectations are set pre-install.

23

PRE-CALL CHECKLIST - CONTINUED

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SCHEDULE CONFIRM INSTRUCTIONS

Per your Authorized Servicer Manual, all orders must be Scheduled Confirmed the night before

the Service Date. Please see instructions on how to schedule confirm your order correctly.

SN Task:

1

Sign onto ServiceLive: http://business.servicelive.com/login.html

2 Click on Tab

2

Go to link

3

After confirming with the member that you will be out tomorrow and providing them their 4-hr

window. Locate the order and click on the arrow circled in red to provide the 4-hr service

window

4 Select Update Service Window to enter the 4-hr window

5 Click located in the right hand corner of the Update Service Window

6

Now click on the link to acknowledge that the Schedule Confirm was

completed

7

If you had to leave a voice message with your service window for tomorrow, click on the

“Member not available” box.

If you have not already assigned the technician who will be onsite, select their name from the

drop down box in the “Assigned Provider” section then press

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8 Don’t forget to contact the member tomorrow to confirm that you are in route.

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WORK ORDER GUIDELINES The Authorized Servicer must always call in from the jobsite for approval of a work order prior to completing any work. Work orders will not be approved after the fact. Work orders may possibly be approved for the following conditions when all requirements stated in the matrix below are met:

Work Order Matrix

Member or Installation Location Opportunities

TRIP CHARGES WILL NO LONGER BE GIVEN IF THE ORDER DOES NOT MEET PRE-INSTALL REQUIREMENTS (REFERENCE SECTION 1.4)

Category Sub Category Work Order Guidelines Work Order Will be

Authorized (Y/N)

Trip

Charge

Member was

not home

We do not pay for member not at home. N

Trip

Charge

Member

refused the

installation

Contact the NIO at 888-850-2336 to save the sale.

If member still refuses, a Trip Charge will be

issued.

Y

Trip

Charge

Home issue /

Site not ready

Contact the NIO at 888-850-2336 to have them

negotiate the COS with the member. If the

member still refuses, a Trip Charge will be issued.

Y

Trip

Charge/

Multiple

Trip

Charge

Home issue /

Rescheduling

needed -

unforeseen

issues not

discovered

during the Pre

Call

Contact the NIO at 888-850-2336 to have them

negotiate the COS with member. If member still

refuses, a Trip Charge will be issued.

NOTE: We will no longer cover the cost of

multiple trips to the home due to unforeseen

issues with home after first attempt. Please

determine all that is needed to be done prior to

second trip to home. For example, you

determine that the existing dishwasher was

hardwired and an outlet in needed. Review

cabinetry and all other required specifications

before leaving site.

Y/N

Trip

Charge

Wrong

address or

contact

information

Confirm address and contact information during

Pre Call, Schedule Confirm and call ahead. We do

not pay for wrong address or contact information

N

27

Selling Error Opportunities (continued)

Category Sub Category Work Order Guidelines Work Order Will be

Authorized (Y/N)

COS or

Permit

Member refuses

to pay additional

Confirm any additional parts needed during

Pre-Call to avoid second attempt.

Y

Member

Changes

Mind

Member changes

mind

Contact the NIO at 888-850-2336 for Trip

Charge approval while at member home.

Y

Out of

Area

Member lives

outside of regular

service area

Contact the NIO at 888-850-2336 to discuss

out of area

Y

Category Sub Category Work Order Guidelines Work Order Will be

Authorized (Y/N)

Selling

Error

Wrong

merchandise

selected

Contact the NIO at 888-850-2336 for Trip

Charge approval while at member home

Y

Merchandise Opportunities

Category Sub Category Work Order Guidelines Work Order Will be

Authorized (Y/N)

Trip

Charge

In Warranty

work

Contact the NIO at 888-850-2336. Merchandise

needs to be returned and re-ordered.

N

Trip

Charge

Parts missing Confirm any additional parts needed during Pre-

Call to avoid second attempt.

Y

Trip

Charge

Damage found

on

merchandise

1) Concealed and Cosmetic Damage - Contact

the NIO at 888-850-2336, they will negotiate

with member; if member does not accept a Trip

Charge will be issued.

2) Damage not concealed - we do not pay for on

unconcealed damage.

Y/N

28

Merchandise Opportunities(continued)

Trip

Charge

Product not

available

1) Contact the NIO at 888-850-2336 to provide

the contact name and unit number (MDO or

store) who confirmed the product was available

for pick up. We do not pay if these guidelines

are not followed.

2) For product stated at member home, a trip

charge will not be paid if Pre Call was not made

to confirm the member had the product.

Y/N

Black Friday Greetings

From: Contractor Services Group