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Document Management SX.e and NowDocs AKA RX Server

Document Management Emailing Faxing and Printing Customer Documents April 25, 2009 Revision 1 May23, 2009

Business Overview: ................................................................................................. 3NowDocs Forms ......................................................................................................................... 3

“P

rinting” Documents ............................................................................................. 3 Methods for “Printing” ............................................................................................................ 4

Sx .e Data Base Document Delivery Controls ................................................................. 4 WHERE APPROPRIATE LOGIC ................................................................................................................... 4 Number of invoice copies ............................................................................................................................. 4

Minimum Invoice Amount to “Print” ...................................................................................................... 4

NowDoc Printers ...................................................................................................... 5E

nterprise System Set up: .................................................................................... 6 Now Docs Fax Cover Sheet .................................................................................................... 7

Document Delivery set up options at the customer level: ....................................... 7Contact Data Base GUI ............................................................................................ 8

Hardcopy in addition to Fax or Email Choices ............................................. 9Where does the FAX number choice displays in Sx.e .................................................................... 9

Failed Fax Transmissions ...............................................................................Failed Fax Transmission Notification Example: .............................................................................. 10

Hm

.... 10

ow Email Addresses are selected when the document delivery ethod is Email. ..................................................................................................... 11Fa iled Email notification ..................................................................................................... 11

NowDocs Notification‐ Bad Email detected by Now Docs .......................................................... 11

EXCHANGE SERVER ‐Bad Email Notification ................................................................................... 11

Corrective Action for Failed Fax or Email .................................................... 12T

he Email from Address, Fax From, Email subject line: ........................ 13

Email From Address .................................................................................................................................... 13EMAIL Default Address ........................................................................................................ 13Email Subject Line for emailed documents ................................................................. 14


Invoice Printing Changes to increase productivity and eliminate was te ........................................................................................................................... 15

NEW PROCESS STEP! Multiple Page Invoices .................................................................................. 15 New Process! Financed Invoices ........................................................................................................... 15 Do Not Mail Documents –in an E World ............................................................................................. 15 Number of invoices = 0 on Internal customers ............................................................................... 16

Summary: ......................................................................................................................................................... 16Invoice Printers ...................................................................................................................... 16

D

ocument Processing for Finance Companies .......................................... 18

ARIC .................................................................................................................................................................... 18

Financed Invoice “Printing” using Where Appropriate Logic ............................. 19

Financed invoice printing “on demand” ....................................................................... 19ARIC[gui] inquiry center –“one stop shopping” Document Mgmt. ... 20O ther Issues and Considerations ..................................................................... 23

Duplicate Message ................................................................................................................. 23

VIEW OR VID ............................................................................................................................ 23

Report Defaults ....................................................................................................................... 23

Implementation and operational .................................................................... 23

Troubleshooting ..................................................................................................... 23Appendix 1 – email Flow Chart ........................................................................ 24ppendix 2 Decision Points –Invoice Printing ......................................... 25 A

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Business Overview: Turf Star must deliver documents to our customers electronically. Turf Star must be able to manage the delivery of documents to our customers using E‐Mail, Fax and printing to hardcopy.

sTurf Star must manage costs. Real costs are in labor and time spent doing non value added task


. Elimination of non value added tasks is the key to eliminating waste. Turf Star made the decision to install a document management system to manage all 3 types of delivery for Invoices, Quotes, Acknowledgements, and Customer AR Statements.

s, The system purchased is Nowdocs. At the same time we did a complete overhaul of the processeand made a number of modifications. This document is an overview of document management incorporating new work flows and re‐documenting our enterprise system. The business processes defined are ba ed on building a foundation to allow Turf Star to drive additional change without starting fro ground zero.

sm

As always, Consult specific application documentation. Example: The next step in document management might be to use OUT SOURCED technology that does the mailing from using FILE TRANSFER PROTOCAL , an electronic file. However, we can ave no hidden factories or manual processes that are not understood and documented to take his step. ht

NowDocs Forms server. Data from our enterprise system is merged to the NowDoc forms represent an image on a

image and documents are delivered. All forms have the same “look and feel”.

Equipment Quotes will no longer print on letter head.

“Printi Documents There are many ways to send a document and a multitude of system functions and stored jobs that

st be expert at using these

ng”

process documents. If you have security to any of the functions, you mufunctions. The functionality has changed. “Pri ed d copy. Examples are:nt ” is used to mean print to fax, email or har

1. Daily Invoice processing [function oeepi] and

2. Re‐printing invoice using function OERD demand “prints” using a variety of rangesoptions, all of which affect how your document will be sent.

3. We can Demand print documents using file menus in gui, or function keys in Chui. 4. ARES will “reprint” a customer statement on demand, or runs as a stored report at month end.

5. Quotes are normally “printed” from the function Oeepa. Demand printing can also be used by trained personnel



Me oth ds for “Printing” SX.e report screen. The device can 1. A User enters a ‘device’ in the printer information on thebe an e‐mail, fax or the name of a printer

2. he SX.e report runs using “Where Appropriate logic”. T

Sx.e Data Base Document Delivery Controls here are a number of controls in the SX.e data base that work together to determine how a ocument is delivered. Td

WHERE APPROPRIATE LOGIC 1. ARSE, (CHUI) ARSC, eComm Tab (GUI), or ARSS EDI tab (GUI) vered via FAX or Email. 2. ARSx stops HARD COPY, if the documents are being deli

3. Contact data base –CAM GUI ONLY for email addresses

Number of invoice copies he number of invoice copies that will “print” to paper is based on the RSx master file setting. TA urf Star requires key manager approval and cost justification to ncrease the number of paper copies. Ti Documents delivered electronically will only send one copy regardless of the number of invoice copies.

Minimum Invoice Amount to “Print” Turf Star has a minimum invoice amount to “print’ = $1.00. The invoice minimum is respected by all three delivery methods. The minimum amount is based on the total invoice due. If the order is tendered on a credit card the balance due is .00.



NowDoc Printers Not All printers are NowDoc Printers. They must be laser printers and have certain attributes acharacteristics. ur goal was to make this transparent to the user. Use the printer names that you have always sed. Sx.e makes that “swap” behind the scenes.

nd

Ou If you are attempting to print a nowdoc document to a non qualified printer you will receive an error message. Invalid printer device or error message that says RX server printer required.

Consult specific application documentation as needed.

The following table are the now doc printers at time of implementation and their “swap” name, which you may see display when you are printing as Sx.e makes the swap. Existing invoice printers will retain their names, but point to different printers.

Take Away Lesson: Use the printer names you have always used! Be aware that a swap takes place behind the scenes for printers.



Enterprise System Set up: System Level Set up for Faxing: Sx.e se l choice for faxing, determined by document. The System level choices are mad by ng function SASC (gui) or OIFA ( Chui) and determines the following:

u s a system levee document usi 1. Printer Device ted from the ARSX master files. {, NOT 2. “Any Person” ‐‐ for the Fax Cover Sheet is populaUSED BY TURF STAR}

3. Hard Copy (check box = YES, not checked = NO) Current Turf Star Syubject to change

stem Level choices are reflected below: S

he purchasing agent field is blank. OA Faxes , using the where appropriate logic will have no ame. Tn

Remember! The HARD COPY VALUE in the ARIC additional information comes from this setting or from the ARSX E‐delivery controls.

Stored Reports use the above to determine the “any person” name on the fax cover sheet. Turf Star not populate the names of the people in the ARSX master files.


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Now Docs Fax Cover Sheet he display below shows the relationship of what you type on the cover sheet and what displays on he now docs fax cover. Tt

The From Name [#3] comes from the User Name in the user operator record.

Document Delivery set up options at the customer level: in The invoice delivery method is determined by our enterprise system, based on the options set

arse (chui) or ARSx E‐tab in GUI. ‐ ARSS, gui, ARSE, Chui) determines how to The Customer Master ( sold to –ARSC and Ship to

deliver documents. The three delivery methods are represented by:

1. nkPrint = Bla

2. Fax = Fax 3. mail = Email, and must include one or more email address selections. Selections can only

e made from Eb GUI contact data base.

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N ote: CHUI and GUI use different functions to maintain document delivery selections.



Contact Data Base GUI Briefly, the GUI contact data base provides the ability to select one or more email addresses for delivering documents electronically. There are many choices and combinations. As with any complex system, to define a complex method of document delivery involving multiple email ddresses, and customer ship to addresses, an expert level of understanding must exist. A maintenance form” will not exist for complex combinations, a grid will have to be created and analyzed. a“ New Contacts are synced by customer service manager from CHUI Customer marketing daily. Changes have not been kept in sync. Email addresses are current in GUI. A complex and at time convoluted methodology of maintaining Customer marketing and GUI contacts has proven to be difficult and the WINNER of all 7 deadly wastes! The answer is to move all front line users to GUI.

Maintenance (delete, or removal) of a contact that is linked to electronic document delivery requires special handling. Take Away Lesson : TSI has modified the data base to provide error messages as a safeguard. A user that submits contact delete maintenance must also provide the appropriate maintenance to replace document delivery.



Hardcopy in addition to Fax or Email Choices A custom modification for Turf Star suppresses the invoice hard copy printing when faxing or email document selections. This selection must be made for each arsc and arss master file. Turf Star’s will set invoice hardcopy to NO for all electronic delivery automatically unless very

specifically asked by customer to do both. It is very important to note, to control costs and conserve environmental resources, hard copy invoices n addition to an electronic copy, should be strongly discouraged in a positive and value added script resented to the customer. Overwhelmingly our customers are pro environment! ip To indicate if an invoice will PRINT in addition to the fax or email, the user field labeled “Invoice hardcopy?” will be interpreted as follows:

The Values entered in the invoice hardcopy? field is interpreted as follows: Field Value Business Rule

Invoices Fax or Email Invoices {fax or email where appropriate = yes or demand}Send To Customer The fax number used is the fax number on the required

screen in ARSC. Send To Ship To The Fax number used is the fax number on the required

screen in ARSS

Invoice Hardcopy?

Y If the value begins with Y = print hard copy (or blank) not Y is the system default, therefore, Y maintenance is

necessary at this time Invoice Hardcopy?

N If the value begins with N = Do not print hardcopy!

Invoice Hardcopy?

Any value other than Y or N, including a blank

Use Standard Sx.e Ssytem level setting, to determine hard copy . System Level hard copy is defined in SASC in GUI. Oifa in Chui.

Where does the FAX number choice displays in Sx.e ARIC: if you load the correct customer and ship to in the banner [gui only] ARSC, ARSS Required screen



Failed Fax Transmissions Fai Fled ax Transmissions can occur when:

uring running of report that uses the where 1. Incorrect Fax on master file, causing fax to fail dappropriate logic.

2. Incorrect Fax number typed manually by user t) 3. Incorrect Fax Number on Contact Master File. ( CM contact or CAM Contac 4. Maximum number of tries by faxing software or other fax error messages

5. Complete Hardware Failure (everyone would know about this and quickly) Failed Fax transmissions notifications are delivered to the SASO e‐mail of the user running the

process. There are report. This may be a public folder. Note failed faxes can take up to 12 minutes to4 attempts, 3 minutes apart. There is enough information to diagnose and resend or contact your customer.

Failed Fax Transmission Notification Example:



How Email Addresses are selected when the document delivery me ht od is Email.

1. From the SX.e data base, when the where appropriate logic is used 2. When email is entered manually with device e‐mail entered as printer

3. Email is retrieved from contact data base, with e‐mail entered as the printer Pulling the email address or FAX number from contact record assures no data entry error with typing errors. This is a BEST PRACTICE.

Failed Email notification ee appendix 1 – email document flow, understand the S definition of bad email address and what process controls the “return” of bad email. If the bad email address is determined to be “ bad” by now docs, an email failed

notification will be sent to the user based on SASO email address, which may be a public folder.

NowDocs Notification Bad Email detected by Now Docs See example in figure below:

#4 is the actual document that needed to be delivered.

EXCHANGE SERVER Bad Email Notification NDR is a non delivery receipt acronym. NDR’s are sent by exchange server when the exchange server is unable to deliver the email to the recipient server. NDR’s will not deliver to a public folder. NDR’s destined for a public folder are sent to a central NDR destination, which is monitored by Turf Star Key Manager for public folder NDR’s and expedited. ***We discovered the NDR’s destined for public folder and inability for exchange to deliver, due to Security issues, a few days after we went live with statements,[04/26/09] more on how to handle this will be published under separate cover***



Corrective Action for Failed Fax or Email Apply the highest sense of urgency!

1. Diagnose 2. Resend‐ or route for resending 3. Contact Maintenance

4. aster File Maintenance M

Consult predefined procedures in place!!



The Email from Address, Fax From, Email subject line:

Email From Address The From Address ,in the email transmission, that our customer sees when the document appears in the customer’s email in box comes from the operator record of the user that is runs the “job”. [The “job” is oeepa, oerd, oeepi, document print functions etc] Example: All of Turf Star CSR’s have a Central Public Mail Box= [email protected].

With the implementation of NowDocs , Turf Star developed a “mail enabled email address” hat displays t [email protected] as TurfStarCustomerService . This is a DISPLAY only. If a ustomer replies to, TurfStarCustomerService, the reply is delivered to the CSR public folder. c Stored Reports run by the system use the email address stored in the SYS operator record.

If a System run report is accidently assigned to a new owner, this impacts the FROM on the fax cover sheet and the from email address that our customers see.

EMAIL Default Address If the operator record1 has a blank email address, there is a default set up on the NowDocs server. e use the CSR public folder, because this is monitored by the highest number of professional eople that are trained to know what to do. Wp

1 Operators may have blank email by design. Example Service Users that are not in front of a computer and are not highly trained in SX.e data base procedures.

mailto:[email protected]

mailto:[email protected]



Email Subject Line for emailed documents The Email Subject line can vary but generally the email subject line follows the table below: The Document number only appears in the subject line when the where appropriate logic is used.

Document Description Email Subject line

Quote Single Quote Quote Multiple quotes Acknowledgement Single

Acknowledgement Invoice One Invoice

Invoice Multiple Invoices

Statements



Invoice Printing Changes to increase productivity and liminate waste e

N EW PROCESS STEP! Multiple Page Invoices

Turf Star uses a folding machine to fold invoices. The folded invoices are then manually inserted into envelopes. Previously, staff had to go through the invoices and find multiple page invoices. Ab hard coded sort has been set up that forces all multiple page invoices to print FIRST, and then sort y the standard invoice sorting option, base on the options in the report.

nto thPrior to loading invoices i e folding machine, or “manually folding”, take the multiple page invoices off the “top” and process manually. Put the rest in the folding machine. Use your index finger to “page” the upper right hand corner of the invoice stack, when you come to TWO page 1’s in a row, you have found all the multiple page invoices.

New Process! Financed Invoices If hard copy of a financed order prints, it is Turf Star’s policy to mail. If hard copy should not be mailed, then Turf Star will use new feature functionality to suppress hard copy and delivery the document electronically. We will not pull finance company invoices manually to avoid mailing.

Invoices Direct print to printer The invoices print directly to nowdocs invoice printer, they will not print to a file. If the document prints, it is processed for mailing! Documents that are not supposed to be mailed will NOT print, unless there has been a significant process error.

Do Not Mail Documents –in an E World

Process Change for Do not mail documents rld, this Credits, offsets and re‐bills may have instructions of “ DO NOT MAIL”. In an electronic wo

has an entirely different meaning. DO NOT MAIL Transactions, will be invoice processed, with where appropriate set to NO, immediately by the Data Center or appropriate back up. ( security to manually invoice process is limit anization) ed to two people in the org



The invoices produced will be identified as DO NOT MAIL and attached BEHIND the source document. No hard copy will print for the evening job, and no electronic copy can possibly bIf the invoice prints the rule is it WILL GET MAILED. There will be no process to pull paper invoices!!

e sent!

Number of invoices = 0 on Internal customers Our internal customers account for about 1000 invoices per year, paper and labor to handle. By coding our internal customers to 0 copies, the invoice will not print.

Summary: • Multiple invoice copies will print first• Financed invoices will print together if they are supposed to be mailed. • 99.9% of the time finance company invoices will not produce hard copy and will be

delivered electronically • Invoice handling from printer to outgoing mail takes approx 8 seconds or less per

document. Time per working day less than 20 minutes. • Invoices print to a printer, not to a file, if they print, they are to be mailed. This is a separate

and unique step from “invoice processing”, where source documents are collected and reconciled to the register. Consult specific application processing as needed.

Invoice Printers Car ne a d feeding of invoice printers

1. They must be kept in good repair 2. Toner should not be so low, that invoice quality is light and faded illed with paper guides down 3. Each evening, paper trays should be properly f 4. Do not leave supplementary paper trays open.

5. If job does not finish because paper tray fills, paper jam, or out of paper, the removal of the rinted invoices will start the job right back up. This is done by the first (qualified) person hat arrives at Turf Star in the AM. pt



Document Processing for Finance Companies In g er ollows. en al, ARSC options for finance companies will be set up as f

ce companies must be set up 1. Email Addresses for all finan in GUI contacts for the contact ices at the finance company that should receive the invo

2. Hard Copy will be set to NO 3. Finance charges and statements are set to NO. (required screen)

ARIC


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Financed Invoice “Printing” using Where Appropriate Logic ith the implementation of NowDocs, a document management system, we discovered some

nconsistencies and issues with financed invoices. The following changes were made: Wi

Financed invoice pr ing will allow print, fax, or email and EDIindependently for

ocess functionality to operate the finance company customer verses the ordering customer.

This functionality applies ONLY when invoices are processed using the “Where appropriate logic”. If not using where appropriate logic, be sure to follow correct process!

This is best an

demonstrated by

Delivery Example:

d CopyCustomer‐Ship to Name Invoice Har # coof invoice pies

35101150‐1 Red Beer Mower Emailjohnd

[email protected]

NO 2

900041 GE Financing [email protected]

NO 1

A Finance invoice processed using, where appropriate logic, for Red Beer, financed by GE, the ystem would email GE financing and Red Beer ONLY their copy of the invoice . No Hard Copy ould print at ALL!!

sw Only ONE copy of the invoice will be faxed or emailed, regardless of the number of invoice copies or “honor customer # of copies” values. , only when Where Appropriate Logic is used.

Financed invoice printing “on demand” From time to time, there may be a need to send out an invoice copy to the ordering customer, or to the finance company because they claim they didn’t get, don’t have, whatever Usually this is a esult of a collection action. This is normally done, by entering , or using look up from our contact ata base, an email address or fax number in the banner from the function OERD. rd o prevent our customer from receiving the financed company’s copy and visa versa, follow the rocess below: Tp

OERD Option 2 ! Enter the letter o to send to ordering customer Enter the letter f to send to the finance company

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A ccept all other defaults!



ARIC[gui] inquiry center –“one stop shopping” Document Mgmt. build Turf Star has a number of modifications for increased productivity and stronger foundation to

our technology. WSD00404 added a field to CHUI ARSE, and GUI ARSC and ARSS E‐Tabs, enabling Turf Star to suppress invoice hard copy at the customer level for both FAX and Email delivery methods. SD277 provides additional data to display, allowing users to view the document delivery options nd email addresses set up to receive the documents in ARIC. [No need to navigate to arsc or arss] Wa

1. erEnter the custom2.

number Enter the ship to

ent delivery options are set by ARSC, and ARSS. ARSC selections do d visa versa.

Don’t Forget! Documnot apply to ARSS, an

3. Click Additional Info 4. The delivery options appear and how invoice hard copy is set.

Document Management SX.e and NowDocs AKA RX Server If Email Document delivery has been selected, buttons next to the document will display. When button is clicked, information will display regarding to whom the document is being emailed.


Document Management SX.e and NowDocs AKA RX Server Load the Customer number and the ship to , to see document delivery options for each ship to.




Other Issues and Considerations

Duplicate Message The Duplicate message that appears on reprinted invoices will not display, when an invoice has been printed, emailed and potentially faxed all in the same “Job”. [function]

s ini s e ori

The duplicate text is based on the status of the order at the time the function i tiated. All Copiewithin a specific job run will have exactly the same text on them. If this is th ginal or “first” me an order has been invoiced, then all copies created during that run, will ti NOT say duplicate. Invoice Count field and duplicate message During our implementation we discovered that SX.e incremented number of times an invoice is printed count field, every time it was printed even if not in the invoice stage. This resulted in duplicate messages appearing even when not a duplicate. A customer “Fix” was installed which changed the invoice count field to remain at 0 until stage 4 or greater.

VIEW OR VID owDoc documents (invoices, quotes, acknowledgements and statements) can no longer be printed o “VID”. Nt

Report Defaults (Explain oerd no for invoice copies, explain, @invxx) If any of the defaults are overridden on must understand what they are doing

Implementation and operational Troubleshooting During implementation of new software, hardware and changed processes the first 60‐90 requires

. The Testing phase is orking

everyone to be be on HIGH ALERT to assure no hidden factories are createdrigorous, but only real day to day transactions will determine what is not wTHIS MEANS YOU MUST KNOW how new processes are supposed to work!



Appendix 1 – email Flow Chart



Appendix 2 Decision Points –Invoice Printing


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