Rogers Direct (RD) & Rogers Reservation System (RRS) Guide

RD Support Team (Generic Sites)
RD Support Team (Dedicated Sites)
Service Managers/BIS Support & Telecom-Admins (SM/BIS)
Enterprise Team (Discover Dedicated Support)
BE Team (Activations)
Rogers Reservation System (RRS)

RD Support Team (Generic Sites) RD Support – RDSupport@rci.rogers.com
Website Issues --> Technical issues Investigating Price Plan Issues: • Missing/Incorrect/Expired plans HUP Issues: • Customer unable to HUP due to system or eligibility issues Investigating MSD Issues: • Add/Modify MSD • Correct $0 Commissioned MSD Profile Updates RDL/RDD/NIS/COM &CORP: • Delete/Add/Modify User profile • Add User • Update User Profile Password Re-set -> Customer has the ability to re-set password via “Forgot Password” option on site Device Update: • Add/Remove/Modify Devices • Modify Prices based on BPR All “.gc.ca” inquiries --> sent to FEDGOVSUPP Team FedGovtSupp@rci.rogers.com	RD Support - RDSupport@rci.rogers.com - Please note ALL Dealer profile updates are done by either the Dealer Principal or Location Manager (With the exception of the Activations Profile which is done by Webmaster) - ALL Stream and BCC update is done by - RDBCC.AccessRequest@rci.rogers.com Site Demo Beta Site Access --> https://beta.rogersdirect.ca The Beta Site can be used to provide any demonstration needed. Please note you will not be able to demo the HUP Flow* as it is not linked to V21 backend.* RD Documents in Sales Force --> http://rogersb2b.force.com/sso Log into Sales Force --> Libraries --> Search Rogers Direct
Returns	gbm gbm@rogersdirect.ca For Dedicated site support (If assigned a dedicated Rep.) orders@rogersdirect.ca

RD Support Team (Dedicated Sites)
Site Creation Download the Excel Template for Site Creation	• Complete the Site creation template with ALL required information and submit to RD Support - RDSupport@rci.rogers.com • All the below information should be contained on the form and not in an attached MAO or Nova page: - Plan SOC codes --> Provide ONLY codes that are applicable based on the customized site. - ALL IDV sites must be approved by Selena Sidhu prior to sending the request to RD Support. Please note the BIS/SM support member also has the ability to make the above changes via Web Admin
Site Maintenance: • Update Price Plan • Update Devices • Update Account information - E.g. MSD, Billing and Shipping info, Shipping confirmation recipient etc.	All the relevant information as outlined below has to be provided when making the specific requests. Please note the BIS/SM support member also has the ability to make the above changes via Web Admin
Profile Updates • Delete User • Add User • Update/Modify User Profile	• All dedicated site users are able to create their own credentials - Please see the User name password document housed in sales force • Support for credentials is provided by either the SM/BIS or Tele-com Admins as outlined in the process document. • Password re-set can be done via the “Forgot Password” option on the site
Updating Price Plans	• Requestor must provide the applicable Passcode & SOC codes based on the customization of the site. - If the site only has 3yr terms… only 3yr. PP should be provided for update Please note the BIS/SM support member also has the ability to make the above changes via Web Admin.
Device Update: • Add Missing Devices • Remove Discontinued Devices Site is already updated with ALL the accessories available to RD	• Requestor must provide the Passcode & the specific Device to be added Please note the BIS/SM support member also has the ability to make the above changes via Web Admin.
Website Issues – Technical	E.g. Unable to HUP…Error message on site etc.
Make an enhancement to the site	• Requestor has to submit a CR with all requirements via Biz Central • Once CR is submitted the Discover team will assess and advise on work effort and cost • To obtain the status of a CR please contact cr@rci.rogers.com

Service Managers/BIS Support & Telecom-Admins (SM/BIS)

SM/BIS/AM/Discover

Responsible for providing day to day support for their respective customers.
• Should have Admin & Web Admin access to all sites they support
• Should be aware of the passcode for all sites they support
- Providing RD Support with an MSD is not accurate as it could potentially lead to us updating the wrong site.

• Ability to view their customers sites via Web Admin so they can effectively support the customers questions/ concerns
• Should work with the appropriate BSG team to get any missing or required information as it relates to:
- Passcodes
- Plan/SOC Codes
- Plan Details etc.

• Support customers with credentials:
- E.g. Assist in creating User Name & PW
- Modifying a User’s credentials

• Inquiries from End Users ? Team can either handle or direct inquires to the appropriate enterprise team at Discover.
- creating orders
- Order status
- PP changes etc.

RD Access:
A. Web Admin Access (To Create or Modify Web Site):
https://secure.rogersdirect.ca/admin/authenticate_admin/logon.asp
B. Rogers Direct Admin Access (To Place orders and pull reports):
https://secure.rogersdirect.ca/default_red.asp
C. Regular Access (Non-Admin):
--> User logs in with regular passcode and will be prompted to create credentials.
https://secure.rogersdirect.ca/default_red.asp

RD Documents in Sales Force --> http://rogersb2b.force.com/sso
--> Log into Sales Force --> Libraries --> Search Rogers Direct

RD Site Demo
Beta Site Access --> https://beta.rogersdirect.ca
The Beta Site can be used to provide any demonstration needed. - Please note you will not be able to demo the HUP Flow as it is not linked to V21 backend.

Enterprise Team (Discover Dedicated Support) Robert Babuick’s Team
goc@rogersdirect.ca --> Govt. Escalations cspq@rogersdirect.ca --> CSPQ Escalations orders@rogersdirect.ca --> Other Corp. Paid sites ontgovt@rogersdirect.ca --> MGS/PFO	The Discover Enterprise team is responsible for all *Order Related escalations* for Corp/Paid sites with Dedicated support such as (but not limited to the below): • How to place an order • Product inquiries • Order Status Updates • Initiating device or Price Update • Reviewing Orders/ Action Pending Orders • Inquiries on Returns & Exchanges

BE Team (Activations)
Investigating Track & Trace Issues (RD & RRS): • Track missing package • Provide missing tracking #	RD Dealer or RDSG – depending on channel (Dealer Inquires go to RD Dealer) RDSG@rci.rogers.com RD.Dealer@rci.rogers.com
Investigating Shipping Errors (RD & RRS): • Incorrect Device/Accessory Shipped to Customer
Request on (RD &RRS): • Pending Order • Back orders • Cancel Order
Action HUP Reversal in V21 (RD & RRS)
Action Misapplied Credits (RD &RRS)

Rogers Reservation System (RRS)
Profile Updates • Add/Remove/Modify profiles Password re-set can be done via the “Forgot Password” option on the site	All site related inquiries for RRS should be sent to the Rogers Reservation system Mailbox --> rrs.support@rci.rogers.com RRS Documents in Sales Force --> http://rogersb2b.force.com/sso Log into Sales Force --> Libraries --> Search Rogers Reservation System Beta Site Access --> http://beta.reservebusinessdevice.ca/signin.aspx The Beta Site can be used to provide any demonstration needed. For access to the Beta Site please email --> rrs.support@rci.rogers.com
Investigate Website Issues – Technical • System Errors • Unable to place an order due to error message on site • Unable to view reservation due to error message etc.
Site Maintenance: • Add/Remove/Modify Devices • Update Bulletins • Update Images etc.

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