Corpserv FAQs

Scope: This report is easily accessible to Corpserv containing the following information your customer may require:

- Usernames
- Mobile numbers
- SIMs
- IMEIs
- Contract start and end dates
- Last upgrade dates
- Status (active or suspended)
- Current Price Plan
- Upgrade Eligibility
- EHUG Fee
- Early Termination Fee & One Time Charge for ETF

Step 1: Log into One Source
Step 2: Select CCC portal under My Resources
Step 3: Click on Users under Report, enter customer account number and click Submit
Step 4: Click Submit one more time and open the file that downloads
Note: Second tab has the report details, first tab has an account summary

Scope: a customer may request to forward line to another number, through email or through My Serve.

- Call Bell @ 1800-667-0123 (enter mobile number, select 2 for other inquiries) to complete the request.

Scope: a customer may request to reset a voicemail password, through email or through My Serve.

- Some clients have a voicemail password reset fee waived, while the rest of them will pay $5 per transaction

o How to determine if the voicemail password reset fee is waived:
          - Open OneView
          - Under Tools, select “Corporate Code Search”
          - Enter Corporate code (node ID found on Salesforce) into Corporate Code field and Search
          - There will be a note under Special Activating Instructions; see below for two examples, one where the fee is not waived, the other where it is waived:

To Reset the Voicemail Password: call Bell @ 1800-667-0123 (enter mobile number, select 2 for other inquiries and talk to someone live to make the requested change)

We need to ensure the IMEI has been previously activated on the term it was sold to the customer for, so that WPCI receives proper activation reimbursement from Bell.

(Once an IMEI is changed on a mobile number using Customer Owned and Maintained, and IF it was not activated on a term, it will no longer be able to be activated on a term and would be a loss to WPCI).


Step 1: check the current IMEI in RQ4’s Product Tracking Report to ensure it is not under the buyers remorse period.
          - If so, let the customer know we can change the IMEI once the existing IMEI’s buyers remorse period is over (or that IMEI will no longer qualify to be buyers remorsed)

Step 2: check the new IMEI in RQ4’s Product Tracking Report to ensure it is not under the buyers remorse period.
          - If so, let the customer know we can change the IMEI once the existing IMEI’s buyers remorse period is over (or that IMEI will no longer qualify to be buyers remorsed)
          - If sold within the last 6 months, check in order search to ensure the IMEI was activated in OneView and not missed in error

Step 3: once all the checks are done, complete the change using “customer owned and maintained” as the reason

a. Place line on suspension

          Step 1: You must determine if the client would like the line to be placed on a regular suspension or a reduced rate suspension;

Hello {Customer Name},
Please advise if we are to place this line on a regular suspension or a reduced rate?

The difference would be:

• Regular suspension
o You pay the rate plan as per normal
o There is no max suspension time
o Contract length is not affected

• Reduced rate suspension
o Pay $15 a month (unless the rate plan is lower than $15 per month already)
o Max 6 month before the line is automatically restored
o The length of the contract is extended by the number of months the line was suspended.

          Step 2: Once customer confirms, you can either a) email their Bell Corporate Client Representative Team , or b) call Bell @ 1800-667-0123 (enter mobile number, select 2 for other inquiries and talk to someone live to make the requested change)

b. Take line off suspension

          Taking the line off suspension normally requires a quicker turnaround, so call Bell @ 1800-667-0123 (enter mobile number, select 2 for other inquiries and talk to someone live to make the requested change)

a. New Activation
Ensure all necessary details are provided and scrub the email for the information using below template:

Order Summary
New activation City of use for area code:
Username:
New Device:        (check stock to make sure we have the device in stock)
                              - Check section regarding what to do when a device is not in stock under “backorders”
Accessory:          (this is optional, list it only if accessory was mentioned in the email)
Ship to:                (must include an attention to, a contact number and an address)

*If any information is missing, send this template to client asking for missing information by highlighting that item*

b. Upgrades
Check the below items, and then ensure all necessary details are provided and scrub the email for information using below template:

Check:
• Is the line eligible for an upgrade?
          o Yes: proceed
          o No:
                    - If the upgrade date is in the year 4700, ensure there is a flex pool to make the line eligible
                    - Advise the client of the eligibility date, and flex pool quantity if applicable and ask how they wish to proceed
                                  • Provide the option of borrowing eligibility from another number

Order Summary
Upgrade mobile number: 
Device:                (check stock to make sure we have the device in stock)
                             - Check section regarding what to do when a device is not in stock under “backorders”
Accessory:         (this is optional, list it only if accessory was mentioned in the email)
Ship to:               (must include an attention to, a contact number and an address)

*If any information is missing, send this template to client asking for missing information by highlighting that item*

IF ALL INFORMATION IS COMPLETE: advise the client that we will work on the order, and provide an update once placed into shipping, and then move the email containing the order into the “orders bin”
(note what to do with urgent orders and how to determine urgency under “urgent orders”)

Scope: When customers an order we must check if the item ordered is in stock before responding: check stock in RQ4

When item is not in stock:
- Let the customer know we will order the item for them and have the order processed when it arrives
- Ask the customer if they would like a different colour (if another colour of the same item is in stock), or do they prefer waiting
- Email orders@wpci.com to place an order for the item customer wants
- Move the latest email containing the order into the “backorder bin”

When a backordered item arrives:
- orders@wpci.com will email Corpserv advising that the item has arrived in stock
- Find that order in the “backorder” bin within Corpserv and move it to your folder
- Flag email from orders@wpci.com with the “backorder” label and move it into the Orders bin

The following types of orders are considered urgent and must be flagged with an urgent label before being placed into the orders bin:

- Any EPP orders (since price changes often and those cannot be guaranteed)
- Accessory only orders
- Customer owned activations
- All orders placed by client Black & McDonald
- All orders placed by client MGS

What is an eSIM? An eSIM is an electronic, built-in SIM card. You cannot insert or remove an eSIM.

What is an EID? The EID is a required field in fastACT. It is used to request an eSIM number for the device (customer must provide the EID # off the device they are attempting to activate)

Step 1: Start a new activation (mock new activation add to ban for the client you as assisting)
Step 2: enter the EID into the SIM/EID field without filling any other details
Step 3: a button will appear that reads: Get SIM, click this
Step 4: a SIM card number will appear in the SIM SKU/UPC field, copy this
Step 5: activate the new SIM number that you copied with the mobile number the client would like the eSIM activated for
Step 6: Send below email to client:

“
Hello {Customer Name},

Please ensure your device is connected to WiFi. If you require assistance with set up you can contact us.
Mobile number: 416 xxx xxxx
EID: 89049032004008882xxxxxxxxxxxxxxx
eSIM- 89302610203065xxxxxx

Please use these steps to set up the eSIM on the device:

• Check that the device is connected to the Internet (using LTE or Wi-Fi).
• On the iPhone, go to Settings > Cellular > Add Cellular Plan.
• Scan the QR code found at bell.ca/esim or on the “eSIM Download” tab
• Note: You can print the code or scan it from the screen.
• Complete the activation by following the screen prompts.
”

Scope: WPCI’s shipping rep receives notifications from FedEx and Purolator when a receiver was not available

Step 1: click on the link in the email to identify which order this is in regard to
Step 2: the invoice can be found under reference section, open this in RQ4 to determine who the client is
Step 3: find the original order for that shipment, and email the client shipment notification with instructions on what to do next (you will determine what to do next by viewing the instructions on the link from purolator: either action the notice they might have received, or let them know it’ll arrive next business day, or pick up from a depot where the package might be held)

Scope: when employee purchase plan orders are placed, we need to first confirm the employment of the individual so the following email template should be sent in response to the email:

“
Hello {Customer Name},

We are in receipt of your order for an (INSERT DEVICE ORDERED) and we thank you very much for that. All employee purchase plan orders are processed once employment verification has been confirmed. Please reply to this email as soon as possible using your corporate email address and confirm you have placed this order.

*Please note that all pricing and terms are subject to change without notice. Hardware pricing will be adjusted based on the processing date, not the order date. WPCI cannot be held liable for price changes that result in a higher price to the customer based on the time of processing. All hardware pricing and changes to pricing is determine by the carrier.*
”

** If the customer does not have a company email address, you may request them to send a paystub copy with the sensitive information covered, we will only need to see the name and the company name **

- When customer responds with the information provided, you may mark the order urgent and place in the Order bin (after checking stock, eligibility, etc…)

Step 1: Login to Bell.force.com
Username: dwilliamson@wpci.com
Password: Changes every three months – the password is usually located on a sticky in the Corpserv room

Step 2: Click on the “Cases” Tab

Step 3: Click “Create New Case”

Step 4: Where it says “Record type of new record” select “CM – Adjustments Cases – 2.0” then hit Continue
Usually all cases that are sent to Corpserv from Stephen McDowell have already been reviewed and approved by our RSM Patrick Nevins.
You should receive an email by WPCI ROI containing all the information you need to submit a case. It will look like the image below:

Step 5: In the subject line please type: BD:______; NAG ID:______; Name:_____; Amount: ______
BD= Billing Date |NAG/NODE ID | Name of the Company | Amount: Pre-Tax Amount

Step 6: In Description you can copy and paste the latest comment provided by Rob or the Account Manager. The latest comment usually has the credit explanation. Also please always note “Please return questions and confirmation to corpserv@wpci.com”

Scope: these orders are sent directly to corpserv@wpci.com and do not require a response as the WPCI’s webstore sends a response when the customer submits the order.

Check the below items, and then place the order in the “ORDERS” bin within the Corpserv mailbox:
          - Is the line eligible for an upgrade?
                     o Yes: proceed
                     o No:
                             - If the upgrade date is in the year 4700, ensure there is a flex pool to make the line eligible
                             - Advise the client of the eligibility date, and flex pool quantity if applicable and ask how they wish to proceed
                                               • Provide the option of borrowing eligibility from another number

Scope: When a customer receives a new phone shipped out by WPCI, they will receive it with a sticker that has the device details, along with instructions to email WPCI to activate their phone.

There are several types of activation requests that customers email in to Corpserv, to determine which type of activation it is, you must access the invoice in RQ4 (or rely on the customers’ instructions in the email for information).

          - Port Request: a new activation that requires porting a number from another carrier
                       o In OneView, Under Tools, click on “port-in date changes” to access the page to change the port date and activate the number immediately. Follow up with the customer by saying activation has been completed and the line will be active within 5 minutes.
                                   - If there is an error, rule out the below possibilities:
                                         • Line might already be active
                                         • Search order by number and see if the port in request is “in error” due to an erroneous mobile number or account number
                                         • Customer might have provided the wrong information, check the invoice (use the SIM card to pull up the invoice if provided in the email)
                                         • For some large orders, we active temporary numbers and then do a “number change” if this is such an order then access the large order spreadsheet in commonfiles/Corpserv/largeorders/year/month and follow instructions to do a mobile number change port

          - SIM activation for recently upgraded device
                   o When a hardware upgrade is processed, the IMEI is already activated prior to shipment and the customer emails Corpserv to activate their new SIM card
                   o Activate the SIM card in oneview

Check the order like you would any other order for eligibility, errors, details etc...
No need to reply to the customer for this order, MyServe already sends an automated response
MMS orders require a tracking number to close them once fulfilled. 

Send customer and email with below instructions:

To unlock a device purchased under the Corporate account, a key contact of the account must call into the Bell Prevention team at 1-800-509-9904 to unlock. Note that there will be a $50 unlock fee charged at the time of call.

refer to: http://onedoc.wpci.com/iphone-instructions/

First Time Set up:

Step by step instructions on first time setup, using and troubleshooting any device that Bell sells/sold (click on select another device and find the device customer is asking help for: https://support.bell.ca/mobility

Transfer from old phone to new phone:

iPhone to iPhone: http://onedoc.wpci.com/iphone-instructions/
Transferring from an Android device to an iPhone: http://onedoc.wpci.com/iphone-instructions/
Smart Switch Instructions: http://onedoc.wpci.com/samsung-instructions/

o A Virgin Mobile port-in order is processed with a Temporary Bell number.
o Pull up the invoice for the order to get the details from the Comments section of the invoice.
o Provided that the user has already contacted Virgin Mobile to note their line to authorize the port out, contact NCS at 1-800-365-0478 to complete the port.
o Provide NCS with the Temporary Bell Number and request to complete a Virgin Mobile port-in.
o NCS will ask for the Virgin Mobile account number and check for authorization notes.

Send Below two options to the customer:

"
There are two methods through which we can release a mobile number to a user. They are both detailed below:

1. If there is a Transfer of Responsibility from a Corp to Personal and there is a term on the Corp account it cannot be transferred to the consumer. The Corporate client will be billed a termination fee ($insert fee if any here) and consumer will be place on 30 day term (if credit approved). There may be a Transfer of Responsibility fee on the consumer end.

2. In the case where the corporate client authorizes the mobile number only to the departing employee - then we are looking at the departing employee process which means a new number is issued to the corporate unit (the corporate client keeps the IMEI and term and SIM) and a new activation with the authorized number is created with Bell (when credit approved)when proper authorizations are provided. There may be an activation fee on the consumer end.
"

Once the customer decides, follow the below steps:
- Advise the customer we will place a note on the file and let them know when it is ready
- Email their Bell Corporate Team (found on Salesforce) to add the note for Transfer of Liability or Departing Employee Process including the name of the user that will be taking over the line, and ask them to provide further instructions
- Once the Bell team emails back that the note is added, they will include instructions on what the client needs to do next, provide these instructions to the client (the instructions are to have the user call Bell National Channel Support at 1 800 668-2860 to complete the process)

Step 1: Key Contact calls/email,  to activate Smartwatch 
Step 2: Add $0 Provisioning SOC “ALLOWACT” on the Primary iPhone subscriber
Step 3: Educate Key Contact:
•user must open the “Watch” app on iPhone or the “Galaxy Wearable” app on Samsung phone and follow the on-screen instructions to pair the Apple Watch or Samsung Galaxy Watch
•Smartwatch plan ($10/month with OOB $0.02/MB) is activated directly from the Apple Watch or Samsung Galaxy Watch when the user pairs the watch with the phone for the first time