1. People and Technology Creating a Better Environment
Linkage Review
People and Technology Creating a Better Environment
July 2009

2. Linkages
Linkages exist in various parts of the system to aid in serving customers efficiently and tracking accountability within Clean Harbors
Types of links include:
Account Owner
Corporate Account
Cust/Gen Colink
Restriction
Pricing

3. Account Owner Link
Used to link assign an owner to an account for Revenue Credit and Account Management
Account owners as well as their Managers can review all the accounts that are linked (assigned) to each sales person
The search functions of Beacon can be utilized to view the accounts that are linked to an Account Owner
A recent enhancement now allows a “Secondary” Account Owner to be assigned, such as Specialist.

4. Corporate Account Link
Link is used to associate critical information for multiple location large accounts (Corporate Accounts)
Link is used for customer reporting
Accounting/Invoicing information (Mondo) report
Waste Tracking Reports
Custom Reports
Beacon reports
Pipeline Summary report
Revenue credit for Corporate Account Managers
Viewing of associated data
Sorting in Beacon
Viewing recovery fees and credit status
Example: is the Corporate Account link code assigned to J&J
Provides linkage for credit and recovery fee workbenches to ensure uniform application

5. Corporate Account Link (cont.)
Allows a CAM to review Call Notes, Pipelines, Collections by Corporate Account using the Task Manager function of Beacon

6. Corporate Account Link (cont.)
Allows a CAM to search for all accounts linked to a Corporate Account

7. Cust/Gen Colink
The Customer location is the location where the decision maker for the account resides. It is where we send quotes and make sales calls on the decision maker.
The Customer location may or may not be a/the location where we perform work or that generates waste but is always set up to be able to perform work/generate waste so it is called a Cust/Gen. (i.e. there is no standalone Cust type)
Where invoices are sent does NOT define the customer location.
It can be the same address, but if it is not then it is to be set up as an alternate “billing” address.
One reason we do not want to use billing addresses as the location for the Cust/Gen is that it doesn’t help us with sales territories. We have seen major corporations set up billing locations far away from (sometimes in other countries) locations where we need to make sales calls and or perform work.

8. Cust/Gen Colink Cust/Gen colinks enforce currency types.
All linked Gens to a Cust/Gen will have the same currency
A bill to address could be to any country but the invoices will always be in the currency of the Cust/Gen
To avoid currency issues US Cust/Gens should only have US Gens and Canadian Cust/Gens should only have Canadian Gens
Example: Shell might have 8 different locations where we perform work in Alberta (Medicine Hat, Ft Saskatchewan, Cremona etc.) but all the decisions maybe made out of Calgary and invoices might be sent to a processing center in Edmonton.
Calgary would be a CUST/GEN
Medicine Hat, Ft Saskatchewan and Cremona would be GENs
The Edmonton address would be billing address within the Calgary CUST/GEN. It would not exist as a standalone location

9. Cust/Gen Colink
For one time locations that do not have any specific invoicing or specific service requirements an order can be cut against an existing CUST/GEN and the Site Address can be adjusted on that order specifically
Example: Shell wants a sewer sump pumped at an office building in Banff. No future work is expected at that site. The decision maker is at Shell Calgary.
Cut the order using the Shell Calgary Cust/Gen
Modify the Site Location on the Order to the Banff Address

10. Cust/Gen Colink (cont)
Establishes a Parent:Child type of relationship
Multiple Generator sites linked to the same Customer

11. Restriction Linkage
Used to link waste management restrictions to a Generator location for customers that specifically want their waste to be handled in a specific manner (e.g. no landfill, only use Clean Harbors owned disposal sites etc.)
In some cases, two Generators within one Corporate Account can have different restrictions
For example, J&J corporately allows the use of cement kilns and incinerators but some of their California plants only want to incinerate their wastes. Two separate restriction linkages exist to control this restriction

12. Pricing Linkage
Used to link multiple customer locations to one set of rates
Can be disposal, labor, supply and/or equipment rates
Rates for labor and equipment can vary with type of service (Clean Pack versus Industrial Service versus Emergency Response)
A Corporate Account can have one or many pricing linkages, based on geography or their business line
Example: Bayer has different pricing in Texas than in most other locations
Two pricing contracts are set up to establish the rates
Locations in TX are linked to BAYER-TX
Locations outside of TX are linked to BAYER

13. Linkage Maintenance
Account Owner and Secondary Account Owner Link – Sales Administration
All Account Owner changes to existing accounts need to be requested by a DSM
Corporate Account Link– Corp Account Managers and Corp Account Support team
Corporate account links can be added or deleted by using the Edit Company functions of Beacon.
Cust/Gen Colink – Outlook Distribution List (DL) “Colink Requests”
Colink requests are managed by a central group.
Company Type changes are sometimes required as part of the Colink change and can be made by using the Edit Company functions of Beacon
All Colink changes must be managed carefully to avoid
Creating duplicate account records
“Breaking” an open order or pricing linkage
Re-directing invoices to an inappropriate billing address
When in doubt ask for help

14. Linkage Maintenance (cont.)
Restrictions – New restrictions or changes to existing restrictions all submitted through one form: Restriction Request Form (CS-RES)
Pricing –
Use Contract Pricing DL to manage contract rate tables and linkages
Use the quote system (Bulk, Drum, CP and Site Services) to communicate and establish pricing outside of contract rates
Use the US and Canada Pricing Directory posted in the Telephone Directory on the Employee Portal to contact key managers with questions

15. Conclusion Linkage maintenance is key to properly servicing customers
Linkages for restrictions, pricing, corporate account designations and account owners are independent of each other
CAMs, AMs, CSRs and other agents of business need to make sure their accounts have the proper linkages