Plumbing, Electrical and Handyman Presentation Presented To

Veterans History Since 1998, Veterans Worldwide Maintenance proudly offers expert plumbing, electrical and handyman services to meet the needs of large national retailers & property managers. Veterans has partnered with over 200 national retailers and over 1,000 service agents to provide the highest level of service quickly and efficiently. We hold true to our core value system and practice these standards every day in every function. Our team of knowledgeable coordinators, technicians and authorized service providers are fully trained, professional, and available to promptly service your locations.

Retailers we service to mention a few

Your Team Michael Rose CEO John Della MarcoPresident Saby CarreaNational Service Grace NappiRegional Sales Jennifer IuspaService Supervisor Main # 24/7/365 (800)

Management Structure

Customer Account Model Work requests received by our service writer. Priority, job scope and severity of the problem is promptly identified by our team and our system. Work request is accepted, work order is generated in our database. This occurs within the first 10 minutes A job coordinator contacts the service location and assign's a tech to the job. The severity and scope both verbally and in writing. VWM requires technicians to notify the dispatcher if the work will exceed the limit or can not be completed within the allotted time frame. This occurs within 30 minutes. The tech arrives to the job site and checks in by contacting the Veterans dispatcher. If client has IVR system, tech checks in using IVR system. The location manager is then informed of the progress and or completion hours based on the priority of the call. The Service Supervisor is notified of the progress. Works as a liaison between the dispatch team and the client. This includes reporting & quoting. Work is completed by the tech, signed off on by the location manager and faxed to the Veterans call center. Paperwork is reviewed by the Veterans supervisor and submitted for invoicing.

Quality Control Upon a technicians departure the location manager is contacted by the Veterans team to verify the work was completed before deeming any job complete. All quotes are reviewed by a Veterans supervisor or manager, scope of repairs are reviewed and costs are verified. The Veterans automated reporting system tracks and reports all open jobs and escalates past due work. Q/A administrators double check and sign off to ensure we are following all procedures and meeting client requirements prior to billing

Why Veterans? Knowledgeable trade experienced staff Personal account management Nationwide coverage 24 hours a day Proficient in all facility management web systems Custom automated reporting features Competitive pricing Early payment discounts Service Responses Emergency2 – 4 hours Urgent same day Standard within 72 hours

Available Reporting & Invoicing Capabilities Automated status reporting. A system that can produce scheduled or event based reporting on job status’s, or client financials Veterans Client web portal Ability to import reports distributed by web based facility management companies directly into our system. Invoicing Flat file uploads E-Billing CD / Paperless Billing Direct Mail Proficient with client specific custom software including Big Sky, FM Pilot and Service Channel Veterans has the technology available to directly integrate with any 3rd party provider. Our software is customized and we work closely with the developers for continuous improvements

Standard Technician Procedures Service Procedures: The Veterans Service Agent must receive a work order and a purchase order from VWM prior to beginning work. Technicians must check in with VWM and IVR systems upon arrival to the service location Technicians must identify themselves to the location manager as representatives sent by Veterans and be prepared to furnish Identification. Technicians must be wear adequate work attire as specified in the “Veterans Technicians Manual” Technician must arrive with the proper tools to complete the scope of work If the work cannot be completed for any reason (refusal of service, location is closed, etc.) the technician must contact Veterans before leaving the jobsite. All work orders must be signed and stamped by the manager on duty; if no stamp is available a store receipt with the name and address of the store or business card is acceptable. Deficiencies found on the job site must be reported to Veterans and the manager on duty while the technician is on the job site. Quotes for deficiencies must be received within twenty four (24) hours of discovery. Never collect any form of payment from the service location. All parts supplied must be documented on the VWM work order. All paperwork must be submitted to Veterans within 3 days of completing the service. All pricing must be in accordance with this agreement and can not be altered unless exclusively in writing by the undersigned authorities from VWM and the Service Agent

Value with Veterans Experience and expertise is our major value added service we offer. We are the experts, we know what should be done, what it should cost, and what the long term solution is. We have formed strategic partnerships with manufactures, wholesalers', and contractors. These strategic relationships allow us flexibility to quickly change and react efficiently. Our computer system is designed in a way that allows us to make global changes in seconds. Data can be pulled out in the form of financial and service reports. Our system is very visual and predefined thresholds are set when a work order is created based on the customers priority. These thresholds are alarm driven, and have automatic notification to supervisors and managers when something is done wrong, or a delay exists. Automated reports can be sent at anywhere at anytime.

Sub Contractor Qualification In order to ensure service is expedited quickly and efficiently, Veterans maintains multiple partnerships with service agents in most service areas. This ensures one agent does not get overwhelmed and there is always a technician available when needed. Veterans follows a 4 phase process Phase 1 - We conduct phone interviews with prospective agents. These interviews are focused on identifying if the prospective agent has the ability to meet our service demands and customers needs. This includes verifying the agents ability to work in commercial properties. Upon a successful interview. Veterans will proceed with phase 2 Phase 2 - Qualification form and agreement is then sent and completed by the agent. We require a list of commercial references be supplied to us. We contact the references and discuss the service agents attitude, appearance, invoicing, cost, and timeliness of appointments. Phase 3 - Gathering of paperwork, which consists of insurance certification, W-9, contract execution and assignment of zip codes. Phase 4 - Technicians are trained in the process and policies of our individual clients needs. IVR, approval and service instructions are reiterated