brother e-portal - s-bsc.coms-bsc.com/.../brother_customer_reference_guide_uk.pdf · brother...
TRANSCRIPT
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Brother e-Portal Reference guide
brother.co.uk
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ContentsPage 03 Introduction
Page 04 Login page
Page 05 Forgotten your login details
Page 06 Inside the e-Portal
Page 07 Machines
Page 08 Calls
Page 11 View supplies order
Page 12 Add new supplies orders
Page 14 New devices/addendum
Page 15 Help, support and enquiries
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Introduction
Welcome to your Brother Managed Print Service(MPS). We're excited to have you on board.
We've created a guide which will provide you with everything you need to know about the service, including how to access the WEB portal and request assistance from us.
At Brother we aim to provide you with the support and advice that we believe should be available to you. This guide is just the start of the service we provide to all our customers and by working closely with you we hope we can continue to do this.
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Login pageYou will receive a welcome letter with your unique username and password to access this portal.
Access the MPS customer portal via www.s-bsc.com/brmpsuk.
Enter your details into the login page as shown below:
Click Login to access the portal
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Forgotten your login detailsIf you have forgotten your login details, please click the 'Forgot your password and username' link.
Enter the relevant details to send the new password or username. Details will then be sent to your email address.
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Inside the e-PortalThis portal can be used to request supplies for your printer and also book service calls.
On the vertical menu on the left hand side of your screen the dashboard has the following options:
My Account: Allows you full control of your account - change contact, addresses, telephone numbers etc.
Machines: Gives an overview of your printers
Calls: Use this area to register a service call
Supply orders: Provides an overview of fulfilled and outstanding supplies orders. New supplies orders can be placed in this area.
Meter reads: Provides details of your printer usage
My account
If you wish to change your personal contact details, or your password, please click on 'My Account' on the left-hand side of the portal - amend the area required. Press 'save'.
This will be a permanent change.
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MachinesThis area contains information about the printers installed within your site.
To access these details, select the product you'd like to see by clicking on the relevant serial number, click on the serial number in the machine overview.
For each device you can review/order the following:• service requests• order supplies• view meter readings
Full details of the product will then be displayed as per the example below
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Calls
Choose the Calls option to make a service request. You will find this listed under the e-portal customer option and click 'Add'
A list of machines that are installed will be displayed. If you have one device, then only one device will be listed. Choose the machine which requires a service call by clicking on the serial number.
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A service request form will open up. Please complete this with as many details as possible; customer name, address and contact details will already be populated.
Once the form has been completed, please press 'Submit'.You will then be given a unique call reference. You will also receive confirmation of the call reference by email. Please use this number on any correspondence with us.
Should you require any further assistance with completing the form there is an instruction video available - you'll find this listed on the left hand side of the home screen.
Alternatively, you may contact [email protected].
Please note some information is mandatory.(See fields highlighted with an asterisk*)
All service requests can be found using the list function, where you can view outstanding calls.
Please note, if a service request on a device is still open, it is not possible to register a second service request. You can however, request an update to the call by clicking on the serial number, then click 'Edit call'. A box will appear to add remarks, then press 'Submit'.
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View supplies orderIn this area, you can view all existing supply orders and request additional supplies.
Choose the 'Supply orders' option and click 'list' to view a list current and complet-ed supplies orders.
This list shows all the registered supplies you have ordered. Select the printer or the supply number to view specific shipping detail.
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Add new supplies orders
Please log into the MPS customer portal: www.s.bsc.com/brmpsuk using your User Name and Password.
Choose the 'Supply Orders' option to order new supplies. You will find this listed under the e-portal option and click 'Add'
A pop up will appear advising to only replace consumables when they are empty as over-ordering can incur additional costs. Select 'OK'
A list of your machines will be displayed. Choose the machine that you would like to order consumables for by clicking on the serial number.
The order screen will appear with pre-populated address, location and contact details. Please ensure that these are correct. The consumables available for this device will be listed.
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Enter the quantities required per item and press 'Submit'. Remember not to over-order. If you make an error, press 'Cancel'. Your supply order will then be complete, and the system will display an order reference.
Should you receive an error message when you trying to place an order, please check your contract as you may be signed up to an 'automated supplies contract'. If so, we will automatically send you consumables without the need for you to place an order.
Should you require any further assistance with ordering supplies there is an instruction video available - you'll find this listed on the left hand side of the home screen.
Change managementIf your device has been replaced or moved to another address, please ensure you report this immediately to [email protected], so that your information can be updated on the portal.
It is important these changes are made to ensure delivery of supplies.
You can request a change management form from the service desk which can be completed with all the relevant information. Please note, in the case of a device swap, page count information will be required on the original device.
New devices/addendumIf you have purchased new devices, please inform your reseller, so that an addendum contract can be requested. Supplies and services cannot be requested for machines outside of the portal.
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Help, support and enquiriesBrother MPS contact details
Section Contact detailsGeneral enquiries Commercial interest and enquiries
Installation status/[email protected]
Portal related [email protected]
Services support Requesting update of service [email protected]
Meter read [email protected]
Supplies fulfilment Delivery/order [email protected]
Incorrect or damaged [email protected]
Change management Machine has been [email protected]
Incorrect machine in the [email protected]
Address/location [email protected]
Financial Questions about [email protected]
Questions about end user [email protected]
Recycling Recycling and [email protected]
16CD3076 Simac
Shepley Street, Audenshaw, Manchester, M34 5JDwww.brother.co.uk