My Allegion Portal
Customer 360 User Guide
Last Update: October 4, 2016
Contents
Customer 360 Vision 1
Page Overviews 1
Branches & Headquarters 2
Order Details 3
Order Status 3
Order Tracking 4
Service Requests 5
How to submit a Service Request 5
How to view a Service Request 7
Sales & Bookings 9
Product Details for Year-to-Date 9
Product Details for Month 9
Rebates 10
Interactive Rebate Calculator 10
Year-to-Date Invoice Totals 10
Support 11
Who do I contact for help? 11
Tips & Tricks 12
Glossary 14
Customer 360 Vision
Create a trusted view of relevant information for each customer throughout the customer journey to enhance the customer experience and make strategic business decisions.
Page Overviews
§ Summary: High level overview of Sales History and Issues per Order. Visibility must be granted by customer company admin.
§ Profile: View Account Objectives and Customer Growth Program questionnaire responses. Visibility must be granted by customer company admin.
§ Issues: View Issues by accountability and brand; see reasons & detailed reasons; view & submit Service Requests. Visibility granted by default, user customer company admin can disable.
§ Order Details: View open and shipped orders, tracking details; view & submit Service Requests. Visibility granted by default, user customer company admin can disable.
§ Sales: View Shipments and Bookings by product category for the month and year. Visibility must be granted by customer company admin.
§ Quotes: View active quotes; see quotes with open orders & shipped orders; submit Service Requests. Visibility granted by default, user customer company admin can disable.
§ Engagement: View Relationship and Transactional survey results, including customer comments. Visibility granted by default, user customer company admin can disable.
§ Admin: Admins can add & remove page and branch views. Visibility must be granted by customer company admin.
Branches & Headquarters
You can switch between different branches and headquarter view on the left navigation.
§ Click the Other Branches button to switch to another branch associated with your company.
§ Your branch location information will update at the top of the screen.
§ NOTE: If you don’t see a branch; visibility must be granted by customer company admin.
§ Click the View as HQ button to aggregate all branch information into one view.
§ HQ: will appear before your company name at the top of the screen.
§ NOTE: If you don’t see View as HQ; visibility must be granted by customer company admin.
Order Details
Order Status
You can check order status from the Order Details page.
§ The page defaults to All Orders. You can toggle between Open Orders and Shipped Orders.
§ Use the Search box to search by Order #, Project Name, PO #, Quote #, Invoice # or Brand.
§ TIP: Typing in the search box without clicking the search button, filters information visible on your screen.
§ TIP: Typing in the search box and clicking the search button, searches for information for the past year.
§ Orders display summary or header level information, grouped by Order #.
§ Click on the magnifying glass icon to see the order line details.
§ Click Close to return to the order summary view.
§ Click the Export Orders button to see order summary details in Excel.
§ Click the Export Order Lines button to see order line details in Excel.
Order Tracking
You can get order tracking information from the Order Details page.
§ Select All Orders or Shipped Orders.
§ Type your order information in the search box and click the Search button.
§ Find your shipment.
§ Click the blue tracking hyperlink to automatically track your order with the carrier.
§ Click on the magnifying glass icon to see additional tracking numbers.
§ Click Close to return to the order summary view.
Why don’t I see tracking information on every order?
Don’t worry, they’re on the way! Our various factories sometime use different systems and tools to ship customer orders and we are working to get all of the information integrated into C360.
Why can’t I automatically track all of my orders?
Not all carriers offer the service or technology to auto-track orders. So, some orders you will have to manually track.
Service Requests
How to submit a Service Request
Service requests can be submitted from the Issues, Order Details, or Quotes page.
From the Issues page:
§ Click the Submit New Service Request button on the right side of the screen
§ Complete the New Service Request form. / 1.§ Reason For Request
§ Select your reason from the dropdown
§ Problem Description
§ Type a detailed description of your issue
§ Name
§ Auto-populates based on your login
§ Order #
§ Enter Allegion Order #
§ Quote #
§ Enter Allegion Quote #
§ Invoice #
§ Enter Allegion Invoice #
§ Your PO #
§ Enter your customer PO #
§ Brand
§ Coming Soon: Select your brand by dropdown
§ Series
§ Coming Soon: Select your series by dropdown
§ Account Main & Work Pone #
§ Auto-populates based on your login.
§ Browse: Select File
§ Click here to upload an image or document.
§ Click Submit
§ Your Service Request is then sent to Customer Care
§ You will receive a system-generated email indicating that we received your request.
§ Once your Service Request has been processed, you will receive an email with your SR#
§ Now your SR will be available to view by clicking the View Service Request Status button
From the Order Details page:
§ Click the Order or Invoice Number hyperlink
§ Click the Submit New Service Request button
§ Complete the New Service Request form. See additional instructions above.
From the Quotes page:
§ Click the Quote Number hyperlink
§ Click the Submit Service Request button
§ Complete the New Service Request form. See additional instructions above.
How to view a Service Request
Service requests can be viewed from the Issues or Order Details page.
From the Issues page:
§ Click the View Service Request Status button on the right side of the screen
§ Now you can see your Service Request details
§ TIP: You can search or filter by any field by typing in the search box
§ TIP: All columns are sortable by clicking the blue title
§ TIP: Click the Export to Excel button to see additional details
From the Order Details page:
§ Click the Order or Invoice Number hyperlink
§ Click the View Service Request Status button
§ Now you can see your Service Request details. See additional instructions above.
§ NOTE: When viewing service requests using this method, SRs will ONLY show if one was created for the Order or Invoice number that you selected. To see ALL SRs, refer to the instructions above for the Issues page.
Sales & Bookings
Product Details for Year-to-Date
§ Select the Shipments or Bookings button to toggle between Invoiced Totals (Shipments) or Invoiced & Open Order Totals (Bookings)
§ Interactive table shows total by Product categories
§ TIP: All columns are sortable by clicking the blue title
Product Details for Month
§ Same as above, except interactive table displays totals for the current month
Rebates
Interactive Rebate Calculator
Coming Soon!
Year-to-Date Invoice Totals
Is there a way to see Year-to-Date invoiced totals to calculate a potential rebate?
Yes. Go to Product Details for Year-to-Date.
Support
Who do I contact for help?
There are several ways you can get help:
1. Click the Help & Feedback button on the left navigation
2. Check FAQ or User Guide documents, we may already have an answer to your question.
3. Contact your company Admin. You can find your company Admin located on the right-side of the C360 Homepage.
4. Email our My Allegion Portal and C360 support team at
5. Contact your local sales representative, located on top of the Profile page.
6. Contact customer care at 877.671.7011
Tips & Tricks
§ Return home: Click on the C360 logo to return to the homepage.
§ Sort columns: Columns with blue titles are sortable by clicking the blue title. The up or down arrow indicates which column is sorted and if the information is ascending or descending.
§ Right navigation: Click the Options button to expand the right navigation to print pages and see additional reports.
§ Additional details:
§ Click on the magnifying glass icon to see additional details.
§ Click the orange “i”icon to see additional details.
§ Hover over bars, points, and lines to see more information.
Glossary
Book to Receipt: Processes and tasks that occur between Allegion and customer from the time the order is booked with Allegion until the order is received by the customer.
Bookings: Orders that have shipped and been invoiced & open orders
C360: Customer360
Customer Growth Program (CGP): Allegion program designed to rewards customers for growth with Allegion.
CY: Current Year
Initiate to Order: Processes and tasks that occur between Allegion and customer from the time a contact is initiated with Allegion for a product or solution to time a PO is sent to Allegion.
Issues per Order (IPO): Number of orders divided by number of issues
Open Order: Order that has not been shipped or invoiced
Order to Book: Processes and tasks that occur between Allegion and customer from the time a PO is sent to Allegion until the order is booked with Allegion.
PY: Prior Year
Receipt to Own: Processes and tasks that occur between Allegion and customer from the time the order is received by the customer through the life-cycle of the product or solution.
Relationship Survey: Annual survey offered to customer leadership related to various areas with Allegion, such as Sales, Customer Care, Quality, and Offerings.
Return Materials Authorization (RMA): Process to return materials to Allegion.
Shipments: Orders that have shipped and been invoiced
Transactional Survey: Weekly survey offered to customer users interacting with Allegion on daily basis for interactions, such as RMAs, Credits, and Order Changes.
YTD: Year-to-Date
My Allegion Portal – Customer 360 User Guide 14 |