CS3030 Beacon Module 7 Call Notes People and Technology Creating a Safer, Cleaner Environment Updated 5/2013 Welcome to the Clean Harbors Beacon Module 7 Training – Call note entry and management within Beacon. This course is coded CS3030 and is a conducted as a one time module or refresher as needed

Summary CALL NOTES are general customer notes. They can range from documenting a requested master file change (i.e. billing address change), to site visits with no opportunities. Once the initial call note entry is made, editing and adding to that call note can be done. In this module users will learn how to, and when to, enter call notes for customers. Call notes are general customer notes that can range from documenting a requested change to an address to a site visit with no new opportunities. Lets get started.

Accessing Call Notes To access the call note area for the customer, bring up the customer on the power page. Then click on the CALL NOTES Tab You may view the description of the call note, service type of the note as well as color code of the note in the upper portion of the call note.

Accessing Call Notes Existing call notes for the selected company are listed, as shown in the example below. Each call note entry has a specific call note ID #. Click on any of the column headers(i.e. color, call type, etc) to sort the data. Click once for ascending sort, click again for descending sort To view a particular call note, click anywhere on the call note line that you wish to view to open the call note detail screen

New Call Notes Entering a new Call Note. To do this, click on the add Call Notes icon

New Call Notes The new Call Notes screen will then be displayed All fields with an asterix must be filled in. View previously entered notes in the bottom grayed out portion (including user who entered notes, and date/time stamp). Enter new notes against the call notes in the blank note section.

Entering a Call Note A CALL NOTE can be edited at any time. Enter notes, change any of the dropdown values, or change the color code on a call note to update the information as needed, and hit the Save icon to save changes It is very important to keep all entries up to date and accurate * Although you can’t alter the notes portion after saving, you can edit the upper portion or add new notes at any time. Once you have made any needed changes, click the save icon. It is very important that all of your entries are up to date and accurate at all times. If you want to create a NEW call note, just click the ADD icon on the call note tab. The new call note window will then be displayed. Enter a new call note by clicking on the Add call note icon The new call note will then be displayed

Entering a Call Note * As with an existing call note, you should complete all fields with a blue asterix next to them. Once done with the upper portion, enter your detailed notes below. Complete each field with an asterisk (*). Once the upper portion has been filled in, then the detailed notes regarding the call in the lower notes section can be entered.

Entering a Call Note The fields for a call note are as follows: DESCRIPTION: Brief description of the opportunity COLOR: Each call is color coded to distinguish the type of call note that is being entered The colors available are as follows: (Note the colors below are used by general users) GREEN: Indicates that the account is OK, “Status Quo” general notes. YELLOW: Indicates documentation of a change made to the company or contact information. BLUE*: Indicates a severe problem, potential loss of account. (Note: blue call notes are automatically emailed to Senior Mgmt on a daily basis). ORANGE: Resolution to a blue call note has been established(Note: should include resolution to the problem or strategy for saving the account). * The fields for the call note are as follows: Description is a free text field for you to put a brief description of the note you are entering. The color is an indicator of what type of call note you are entering. All users can enter Green, Yellow and Blue calls. A green call indicates that the account is status quo. A Yellow call note indicates that you are documenting a change to the company or contact information. A blue call indicates that there is a severe problem, and the potential loss of the account. All blue calls are automatically emailed to senior management on a daily basis.

Entering a Call Note The colors (continued): WHITE: Unknown potential, new prospect that you are pursuing BLACK: Indicates a closed account with no opportunity for business (Account needs to be “Expired” if account is closed with no opportunity.) Black should not be used for plant shut down but will need future remediation services, for example. RED*: Used when we loose existing business or a portion of existing business *Blue and Red calls require completion of the “issue” field. All blue and red calls are automatically emailed to Management on a daily basis. (Note the colors below are used by CAMs and Mgrs) PURPLE: Sr. Management Review (exec only) GOLD: Manager account review (AM f/u) SILVER: CAM Review, note (needs AM follow up) Orange call notes are used when you have a resolution to a blue call. White indicates unknown potential, or a new prospect in the early stages of development. Black indicates that the account is closed down – there is no further opportunity for business. Note that black should NOT be used when we lose business, only when the location si out of business. Purple, Gold and Silver are used by CAMs and Managers only. Purple can only be entered by the executive level. Gold can be used by all managers and indicates that the Account Manager needs to follow up. Silver notes are used by the corporate accounts team, and typically require AM follow up as well.

Entering a Call Note Contact Name: Contact name for call Contact Title: The contact’s title Jointly Assigned to: Allows tracking for joint calls. (i.e. an AM and a CAM visit a customer together.) Both people should NOT enter a pipeline. If the AM enters the pipeline they can add the CAM in this field. Type: Category of call (i.e. general call note, RSOM update, etc) Services Discussed: Indicates what product line that applies to this call. If there is more than one, choose the predominant one. * Contact name is where you would type who you dealt with in relation to this call note. Contact title is the title of the contact you have entered Joint call is used if the call was generated from a call you made with another CHI employee. type indicates the category of a call – for example a general call note, or RSOM update, etc. Services discussed indicates the product line associated with the note. If there are multiple product lines involved, then you should choose the predominent one. Contact method indicates if the call note was initiated from a face to face visit or a phone conversation with the customer. Contact Method: Options are “Face to Face” when a visit was made to the customer, or “Phone” when a phone call was initiated either to or from the customer.

Entering a Call Note NEXT ACTION: The next step you need to perform for the note (if any) ACCOUNT CLASS: Options are “Base” for an existing account, “Prospect” for a brand new account, and “Re- Activation” for new accounts that are existing and have not done business with us in more than 12 months. ASSIGNED TO: Person responsible for this call note. You should not assign a call note to anyone other than your yourself. * Next action indicates the next step you need to perform for the note, if any. Account class indicates if the customer is an existing, or base account – a prospect or new account, or a reactivated account – an account that we have lost and are trying to win back. Assigned to indicates who is responsible for the note. Issue field - This field and the resolution codes are required for Blue and Red calls. Will be discussed in detail on the next page. ISSUE: This field and the resolution codes are required for Blue and Red calls.

Entering a Call Note The issues field is required for blue and red call notes. Issues accepted for Red calls: CHES Price Increase Action – loss of business due to Clean Harbors increasing customer’s price Competitor Pricing Action – loss of business due to a competitor under cutting our pricing Invoice/Manifest/Document Issue – loss of business due to documentation issues Scheduling/Service – loss of business due to scheduling or service issues on site Issues accepted for Blue calls: Field Performance – issue with crew on site Manifests/Paperwork Error – issue with documentation Missing/Late Manifest Return –CHES non-return or late return of manifest copy to the generator Missing/Lost Drum –discrepancy in what was shipped vs. received Onsite Health & Safety Violation – H&S violations on customer’s site Problem Invoice –customer’s invoice incorrect Scheduling/Service –schedule or service requirements not met

Reminder The final step before you save your Call Note is REMINDER. (Optional) To have a Reminder pop up in BEACON re: this pipeline, click the checkbox next to Remind Assigned User. Then choose the appropriate date and time you wish to see the reminder. When the time comes, a reminder will pop up in BEACON. You can then click on the hyperlink to open the particular pipeline. The last thing we will review is the reminder feature. This is in optional feature within pipelines, but a helpful one to keep you organized and on top of your opportunities. * The recall box will automatically populate – all notes and activity have recall checked. If you want to have a reminder pop up in Beacon, click REMIND ASSIGNED USER You can then choose the appropriate date and time you wish to see the reminder. When the time comes, a reminder will pop up in beacon. You can then click on the hyperlink to open that call note. This concludes the training portion of this module. The audio portion will now end, and you will be asked to take a 10 question quiz. Follow the instructions on the next screen to complete the test. Thank you and good luck on the exam! Recall will automatically populate. All notes and activity have recall checked and this should remained checked.