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CS Procedures for processing bed orders and quotes

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Published by Pocket Nurse, 2019-10-22 08:07:17

Bed Form Process February 2019

CS Procedures for processing bed orders and quotes

Custom Bed Delivery Questionnaires
CUSTOMER SERVICE PROCEDURES FOR
PROCESSING BED ORDERS AND QUOTES

FEBRUARY 2019

The Goal – Stop the bleed!

• In 2016 alone, assessorial charges totaled over $50,000. So, our objective has been to develop
a strategy to reduce the bleed in 2017 with a goal of stopping the bleed entirely in 2018! * We
will continue this process in 2019 as it has been very successful*

• What is an accessorial charge? Extra fees attached to transportation services for duties beyond
what is outlined in the bed delivery questionnaire.


• Example:
• A customer requested dock to dock delivery. When the delivery company arrives, they ask that

the item be brought inside. This has resulted in any additional charges being billed back to
Pocket Nurse (no culpability for customer).



After the Account Manager, or RTM, have reviewed the quote to determine which bed they would like
to quote, Email the correct bed form along with the following template:

Hello,
Thank you for interest in purchasing beds with our company. Due to the size and weight of these
items all customers are required to complete our bed delivery questionnaire, so we can accurately
determine the shipping and handling charges. Once we have the completed form we can provide
you with a quote for these items.
I have attached the bed manufacturer’s questionnaire for completion. Please take your time to
carefully answer ALL fields on the form to the best of your ability.

• Please make sure to fill out all contact information, product item numbers of interest,
and your delivery choice on page one.
• Please make sure to provide the exact ship to address on page 2.
• Please provide the receiving area information on page 2.
• Important: If requesting inside delivery someone at the physical facility location
must provide measurements of door openings, elevator openings (if applicable),
information related to stairs, and details related to the building if it is under
construction.
• Send the completed forms via email to [email protected]

By collecting this detailed information at the quote level, we can ensure your quote accurately
reflects shipping and handling charges. Additionally, once your quote is converted to an order
your bed shipment goes smoothly and exactly as planned.

Sincerely,

• The template along with the two-page delivery questionnaire specifies the details needed to
provide an accurate quote.

• Currently, we do not send out sales disclaimers as the customer is not making a formal
purchase. This makes the quote process less daunting.

2. Customer sends back completed form to [email protected]

3. Purchasing will review completed form and get freight quote. They will add freight quote to the note
section in ERP1. The purchasing team will email the CSR to review quote as freight quote has been
added.

4. CSR will add freight charge to the appropriate shipping field.

▪ White glove service will be an individual line item

▪ Other shipping options would be added to the appropriate
shipping field. Most beds sold are over $1,000 and shipping
would be added to the shipping & handling percent field.
Important: The Lift Gate & Freight Fields should never be used.

▪ Please note: In the unique instance the bed cost is below $1,000 our CSR would use the shipping
and handling field.

• Please note: In the unique instance the bed cost is below $1,000 our CSR would use the shipping
and handling field.

ONCE THE BED FREIGHT QUOTE IS PROVIDED BY PURCHASING TEAM:

5. Now that quote is completed to include freight cost the quote will be attached to an email to the
customer. Always add the freight quote as the exact dollar amount quoted from the bed vendor. We do
NOT markup bed freight quotes.
Email the bed quote including the freight to the customer using the suggested template:

If the customer chooses the WHITE GLOVE DELIVERY OPTION – PLEASE ADD THIS to the Quote or Order
as an additional Line Item. Choose the appropriate bed vendor as needed per quote:

7. CSR carefully reviews the PO to ensure pricing on PO and quote match.
If pricing on Customer PO matches the original quote the CSR notifies the purchasing team to upload the
customer completed delivery questionnaire into DocuSign, to include our the shipping disclaimer pages
3 through 5

7. CSR carefully reviews the PO to ensure pricing on PO and quote match.

If pricing on Customer PO matches the original quote the CSR notifies the purchasing team to upload the
customer completed delivery questionnaire into DocuSign, to include the shipping disclaimer pages 3
through 5

8. Completed bed form pages 1 and 2 to include shipping disclaimer (pages 3 through 5) are sent to the
customer via DocuSign.

The DocuSign software requires all areas of the forms are initialed and signed to be submitted. One
initial is required on each page in the lower left-hand corner of pages 1-4 and the buyer’s signature on
page 5

*Please use the following template when emailing the customer via Docusign:
Hello (insert Name),
Thank you for submitting your bed order to Pocket Nurse.
We have received your Purchase Order (PO Number) for (DELIVERY TYPE – WHITE GLOVE, LIFTGATE, OR
DOCK DELIVERY) for (Quantity ex: 1) Type of Bed and Item number (EX: Full Electric Bed Package, Full
Rails - Item 04-50-0461-FULL.)
Please see the delivery questionnaire you provided via email through DocuSign. This will formalize the
delivery specifics you have provided to us.
To move ahead with this purchase the next steps are: Review the information your institution
provided.
If accurate, provide your initials and signature to authorize as your acknowledgement the details are
correct.

The DocuSign software will guide you to the areas that require your authorization.

Click finish and the document will be forwarded to Pocket Nurse. Once we receive notification that you
have completed the document we will submit your order to our purchasing team for processing.
Once your order has been submitted we will send you an order acknowledgement via email.
Please contact us at 800-225-1600 or [email protected] if you have any questions.
Thank you for trusting a nurse-owned-and-operated company as your source of medical supplies for
education and simulation.
Sincerely,
Pocket Nurse
Customer Service



9. Once the buyer authorizes all areas of the delivery questionnaire to include disclaimers the document
complete notification is sent to the customer service team. The completed form is sent via DocuSign to
our cs team with the document as a PDF attachment.

• 10. The customer service team converts the quote to and order and forwards the Docusign
email and PDF to [email protected] as confirmation that the beds may be ordered.

• The customer service team sends the order acknowledgement to the customer.

• Once we have delivery questionnaires loaded into the system our AM team will be able to
review the DocuSign Dashboard to find out the status of the customer quote.

• What will be visible:
• Has the customer viewed the delivery questionnaire document?
• Is the delivery questionnaire complete?
• Programmed reminders to our customers:
• The Docusign software will send email reminders to recipients if a document has been

completed. Our initial reminders will be set up at every 3 days.

Docusign Tips:

• Only email one person at the school via Docusign. It is not user friendly if multiple contacts at
the school are cc’d on the Docusign email.

• If a customer is not responding to the email after two days, I would suggest sending them a
personal email letting them know that you had sent an email via Docusign. Sometimes customer
think it is spam and will not open the Docusign email.

• If they have still not responded, call the school and see if they did receive the Docusign email
and/or if we should send to a different person at the school.


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