Retail Management Solutions

Fact Sheet

 
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Introduction

Big Sky offers a Store Operations and Facility Management software solution for retailers and restaurants.  Big Sky is offered as a hosted solution, which means that Big Sky handles all of the details and provides secure access for all members of the workgroup including Facility Managers and other department managers, Store Managers and third party Contractors.

Big Sky Retail Solutions includes:

  • Web browser and telephone access for all members of the workgroup
  • Mobile smart phone access for department managers and Contractors
  • A unique home page dashboard that highlights items that require attention
  • Comprehensive request system that provides:
    • Ability to accept requests from Store, District and Regional managers
    • Ability to assign requests to department managers based on the content of the request
    • Ability to Auto Dispatch selected Work Orders to technicians or third party Contractors based on trade, priority, schedule and other criteria
    • New requests can alternatively be queued for manual processing by Facility Managers and other department managers, which includes generating a Work Order and sending it to a Contractor.
  • Recurring Work Orders, which can generate scheduled Work Orders automatically for Preventative Maintenance, Janitorial and other scheduled work.
  • A Contract module to help manage complex scheduled maintenance processes.
  • A Project module to help manage Project budgeting, scoping, the RFP process, vendor selection and approval routing.
  • A Purchasing module with a built in Catalog for purchasing maintenance and fixture items.

Please refer to the extensive list of features at the end of this document.

Differentiation

Big Sky Retail Solutions is different from competitor’s offerings in a number of areas.

Configurability

Big Sky is deployed as a single design for all customers, however it is highly configurable.  No two customers use the same system configuration, because no two retail companies have the same workflow, workgroup members, internal processes and controls.

This approach allows all customers to take advantage of new features in each software release while maintaining the unique configuration that fits their needs exactly.

Extensible Architecture

Big Sky’s modular architecture allows Big Sky to add new modules without replacing existing functionality.  Contract management, Purchasing and other major modules have been added and additional modules are in development and will be implemented and rolled out.

Call Center Concepts and Approach

Big Sky supports a wide range of options for handling incoming calls from stores and contractors.

Big Sky includes an Automated Telephony Service that answers calls automatically from Store Operations personnel and creates new Work Requests.  The Store Manager can specify the Type and Trade of the request along with the Priority.  They can record a message, which is converted into an audio file and attached to the Work Request.  Facility Managers can then playback the audio message from the web interface by clicking on the audio attachment to listen to the voice request.

Store Managers can also call in to check on the status of an existing request, and to sign off on completed work.

Call Center agents can use Big Sky to create new requests during a phone call and generate Work Orders quickly and easily.

Some customers use a combination of these approaches where a traditional Call Center is available during business hours, and the automated system takes over after hours and on weekends.

Whether the Work Request is created automatically or by a Call Center agent, the Work Request can either be queued for a Facility Manager, or a Work Order can be automatically generated and Auto Dispatched directly to a Contractor.

Contractors can also use the Telephony Service to acknowledge new Work Orders and check-in to begin work, and check-out when work is complete.

Customers that don’t have Internet access in their stores are able to support their Store Managers very well using the Telephony Service.  If internet access is available Store Managers can use either interface at any time.

Big Sky can provide a dedicated Toll Free Number for each customer, or customers can redirect their existing Toll Free number to our system.

Operational Approach and Process

Big Sky is much more than just a software solution.  Big Sky’s hosting and customer support is included and ensures that your users can do their jobs without having to worry about system support issues.

From initial setup to ongoing operations, Big Sky works with your team to make sure the system is operating as expected, and is available 24 hours a day, seven days a week.

Big Sky handles all software and hardware upgrades and no software is required on user’s computers other than a standard web browser.

Each customer has their own Production and Test systems allowing the customer to preview all changes before they are deployed to production.  The Test system is also used for training so all features of the system can be exercised without actually sending Work Orders or Purchase Orders to contractors and vendors.

All software releases undergo stringent internal testing and external testing to make sure all new features work properly and existing features continue to work as expected. All testing must be complete before customer systems are updated.

Big Sky’s software development and release/deployment processes are audited annually to ensure the team’s operations are compliant with Big Sky’s SSAE 16 Controls (see additional information regarding SSAE 16 audits below).

Contractor Relationships

Big Sky is contractor agnostic.  Our customers select their own contractors, and contractors are only added to the system when requested by the customer.  Big Sky may recommend contractors when asked by our customers, but we can only comment on how well they work with the system and not how well they perform work.

Technology Platform

Big Sky develops and hosts our Retail Solutions suite on IBM’s Lotus Domino web platform.  Domino includes a very robust database model, unparalleled security, workflow features and scaling that match up well with retail and restaurant operations applications in general and with Big Sky solutions in particular.

Telephone access is developed and hosted on Big Sky’s Remark! Voice Servers, which integrate directly with IBM Domino making telephone access and voice recordings an integrated part of the solution.

SSAE 16 and Sarbanes-Oxley

Big Sky’s development and hosting team has undergone SSAE 16, and or SAS70 audits for the past six years making Big Sky one of the leading Sarbanes Oxley compliant facility management software products available.  Whether a public or privately held company, it’s important that your third party software solutions undergo SSAE 16 audits that include stringent controls regarding data confidentiality, privacy, development and hosting processes.  SSAE 16 compliance is no longer an option for most public companies due to Sarbanes-Oxley legislation.

Service Level Agreement

Big Sky offers a robust SLA that ensures customers have access to their data at all times, and that their data is stored safely and securely.  Service guarantees are included and maintenance and upgrade windows are defined.

It is critical to Big Sky’s success that each and every customer is successful, which means that they are managing their facilities efficiently and effectively.  It also means that the end users (Store Managers) are able to complete their work quickly and easily.  If our customers are not happy they are free to move to another system at any time.

Support and Services

Big Sky’s Customer Care services are included as an integral part of the solution.  Each customer has access to our live support personnel during all phases of setup and operation.  Urgent issues can be reported at any time and Big Sky uses it’s own technology to ensure members of our team are notified about new problems and can take the appropriate action at any time.

Big Sky also offers additional System Administration support.  Big Sky can handle your routine system issues such as adding new users or contractors, so your team doesn’t have to deal with these tasks and can use their time more effectively resolving maintenance issues.

Big Sky includes “Train the Trainer” training during system implementation.  Additional training services are available to help train your facility managers, contractors and store operations personnel.

Big Sky also develops custom applications that can be integrated with Big Sky Retail Solutions or as a completely separate application.  Some examples include surveys, disaster reporting and recovery and corporate helpdesks and hotlines.

Customers

Some customer examples include:

  • Pubic Storage (~2400 locations) – In additional to utilizing the Repair and Maintenance features, Big Sky is used to manage all Capital Projects including budgeting, the RFP process, vendor selection, reporting and work order generation and processing using the Project module.  Public Storage uses electronic invoices to streamline invoice submission, approval and export to accounting.
  • Office Depot (~1400 locations) – Office Depot has deployed Repair and Maintenance, Contract Management and Fixtures Purchasing for all store locations.  Office Depot is also using electronic invoicing to manage invoices for all three modules.
  • Chevron (~1000 locations) – Big Sky works with 2nd Site to provide call center and facility management solutions Chevron locations throughout California, Washington, Oregon and Hawaii. This is an example of how Big Sky’s software can be used seamlessly with a call center solution.
  • Estee Lauder brands (over 7000 locations) – Estee Lauder has implemented Big Sky’s solutions to handle requests from all of their branded stores including Aveda, Origins, MAC Cosmetics, CC Stores, Jo Malone and their counter locations throughout the United States.

References for these and other customers are available upon request.

About Big Sky Technologies

Big Sky began in 1991 as a voice products group within a large data communications company, chartered to build products which bridged the public telephone and corporate data networks. The group designed, developed and patented the first network-based voice and telephony server. In 1994, the “voice products group” was spun out of the parent corporation as a private California corporation to pursue opportunities in the voice and telephony marketplace.

Soon after, Big Sky introduced a broad range of interactive voice response (IVR) applications tightly integrated with software applications running on the corporate data network. During the next three years, Big Sky developed many network-based IVR solutions for benefits enrollment, candidate screening, response surveys, collateral fax back, time and attendance reporting, event registration, help desks, and work ticket generation. To many of these applications, a web-based user interface was added to address the communication needs of the emerging workgroup computing marketplace.

In 1999, Big Sky transitioned its business model to become an Application Services Provider (ASP) and focus on solutions that automated the Facility Management process for Retail chains. eWorkOrder™ was introduced to the marketplace in 2000 as a SaaS (Software as a Service) application. It provides an extensive communications infrastructure for the facility management workgroup, automates facility management processes, and captures a complete service history in a set of centralized databases accessible by all members of the workgroup.

Big Sky’s eWorkOrder product name was changed to Big Sky Retail Solutions in 2011 to emphasis the systems ability to help retailers manage not only their facilities, but all aspects of store communications including Merchandising, Store Operations, and Facilities Purchasing.

 

Big Sky Features

 

ModuleFeatureDescription
Core System ServicesRole Based User Accounts
  • Each web user has a unique username and password.
  • Users can view only the information they are setup for based on their assigned role.  For example, Store Managers can only see information that pertains to their store location.
  • Edit, Create and Delete controls are setup per role and per document type.
  • Any number of roles can be created from five basic role types; System Administrator, Facility Manager, Contractor, Store Manager and Requester.
  • User accounts can be setup by the System Administrator or can be created from a user data feed.
Home Page Dashboard
  • Each user is presented with a dashboard after logging into the system that displays all of the items that require their attention.
  • A welcome section can include a unique system message for each role. Welcome messages are setup and managed by the System Administrator.
  • Alerts and New Messages are presented in their own section of the dashboard.  See Notes and Messages below for more details.
  • A series of tabs with document counts provide a quick overview of items that require attention such as new Work Requests, Overdue Work Orders or Work Orders that are ready for invoicing.
  • A comprehensive menu system provides access to all areas of the system quickly and easily.  Menu options are controlled by role.
  • Views provide easy access and navigation to all document types providing a sorted listing of the desired documents.
Database Features
  • The database provides storage for system documents such as Stores, Contractors, Parts Catalogs and Trades, as well as all working documents such as Work Requests, Work Orders and Invoices.
  • Additional custom information can be included in most document types including Stores, Contractors and Assets.  For example Contractor W-9 and Proof of Insurance can be included in each Customer document.
  • Attachments are supported for all document types.
  • Support for voice messages is included in Work Requests, Work Orders and Messages. Users who access the system using a telephone can generate voice messages.
  • A History Audit trail is maintained for all changes to working documents such as Work Requests, Work Orders and Invoices.  All significant changes are logged including the date and time and the user that made the change.
Workflow Processing
  • Configurable workflows for:
    • Work Request creation and assignment
    • Auto Dispatch of Work Orders with Contractor assignment
    • Manual dispatch of Work Orders with Contractor assignment
    • Contractor acknowledgment, check-in and check-out and work completion
    • Work sign-off by Store Operations or Facility Managers
    • Work Order and Invoice approval
    • Users are informed when workflow items are waiting for their attention using home page alerts and e-mail, text or phone messages.
Escalation and Notifications
  • All work events are monitored for emergency and overdue conditions.
  • Notifications can be sent to workgroup members via e-mail, text message and/or phone calls.
  • Notification escalation is supported if a workgroup member doesn’t respond to emergency notifications in the configured time fame.
  • System Administrators configure notifications by setting up Notification Profiles.
Notes and Messaging
  • All working documents such as Work Requests and Work Orders have a Notes section that allows various work group members to add notes and other information to the document.
  • A date and time stamp as well as the user’s name is included in all Notes added to the system.
  • A built-in messaging system provides two-way communications between all workgroup members.
  • Messages can be addressed to multiple users and can optionally be sent via e-mail
  • Each user’s message inbox is available on the home page
  • All Messages are also displayed within their associated document (e.g. Work Order)
  • Voice messages can be recorded by store managers and contractors using the telephone interface.
Reporting
  • Ad hoc and scheduled reports are included.
  • Authorized users can create their own report templates and generate reports anytime or on a scheduled basis.
  • Reports can be automatically e-mailed to the appropriate recipients including Store Operations personnel and Contractors.
  • Reports can be produced as Microsoft Excel spreadsheets, Acrobat PDF documents or both.
  • Financial Reporting
    • Forecasting
    • Accrual
    • Budgets
    • Detailed cost analysis per Trade, Contractor, Store
    • Any number of custom reports can be created
    • Contractor Reporting
      • Average cost per Work Order
      • Actual cost versus NTE cost
      • Response time reports for ETA and completion
      • Any number of additional custom reports can be created
      • Facility Management Team Reporting
        • Response time to create and assign Work Orders
        • Response time to sign-off on completed work
        • Number of Work Orders created and completed
        • Analytic Reporting
          • Vendors Scorecards can be created to rate vendor performance including graphs and charts.
          • Financial reporting can analyze cost information to identify trends and track spend
          • Team member reports can be generated to analyze internal team performance
Searching
  • Search options are available for all database documents.
  • All users can easily use the Search feature to find documents.
  • Users will only see search results they are authorized to view.  For example, a Contractor user can only see Work Orders that have been assigned to their company.
  • Search criteria can be saved for future use.
  • Search output to HTML or Excel Spreadsheet formats.
Telephony Support
  • Completely integrated Telephone Service is included.
  • Store Operations users can:
    • Create Work Requests which can be queued for a Facility Manager or Auto Dispatched as a Work Order to a configured Contractor.
    • Check the status of existing Work Requests.
    • Sign off on completed work.
    • Contractors can:
      • Acknowledge new Work Orders and provide an ETA.
      • Check-in and check-out from the store location for both unscheduled and scheduled maintenance.
      • Report any problems or delays.
      • Report that work is completed.
      • Contractor interface is available in English and Spanish.
      • Facility Managers can:
        • Respond to text notifications to stop the escalation process.
        • Check the status of existing requests.
Mobile Interface
  • Facility Managers can use their RIM Blackberry, Apple iPhone, Google Android, Microsoft Windows Mobile phone or other mobile devices to:
    • Respond to text notifications to stop the escalation process.
    • Review new Work Requests and create new Work Orders.
    • Track the status of existing Work Orders.
    • Add Notes and Messages to any Work Order or Work Request
    • Contractors can use their mobile device to acknowledge new work orders, and check-in and check-out from the work location
Interface to Customer Systems
  • Initial database population can be setup from corporate data files.  This is normally used for information where Big Sky will be the System of Record.
  • Scheduled data feeds can be setup to support data where the customer’s system is the System of Record. Some examples include:
    • Store, District and Region information
    • User account information
    • Contractor information
    • GL cost code information
    • Invoice payment information
    • Data feeds can be setup from Big Sky to the customer systems for:
      • Invoice information
      • Accrual information
Interface to Contractor Systems
  • Work Orders can be sent electronically to Contractor’s dispatch system for selected Contractors
  • Status updates can be received from Contractor systems automatically
  • Invoices can be imported from consolidated invoice data feeds provided by Contractors
Repair and MaintenanceWork Requests
  • Store operations personnel (Store Manager, District Manager, etc.) can generate Requests from the web or the phone interface.
  • Information entered is configurable and may include selections for Trade, Issue, Priority and custom fields.
  • The Store Manager can also upload photos or other files into the Work Request, which can automatically be sent to the Contractor when a Work Order is generated.
  • Support for multiple Types of Requests is included.  In addition to Maintenance, Types such as Fixtures, Supplies, and store operations can be captured and assigned to the appropriate personnel.
  • The Trouble Shooting Wizard can be configured to walk the requester through a series of screens.  These screens can be used to gather additional information about the request and for call avoidance.
  • Work Requests are assigned to the most appropriate Facility Manager (or other user) based on store location, trade, priority and/or schedule.
  • Facility Managers can defer Requests if a Work Order is not required immediately.  Multiple deferred Requests for a single location can be consolidated into a single Work Order.  This works well for handyman services.
Work Orders
  • Created automatically using the Auto Dispatch feature, or manually by a Facility Manager from an existing Work Request.
  • When created manually from a Work Request, the system displays recent Work Orders for the same location, and provides alerts for possible Warranty, General Contractor and Landlord/Mall issues.  This helps eliminate duplicate Work Orders and makes sure the appropriate steps are taken for Warranty, GC or Landlord/Mall issues.
  • Facility Managers can also create Work Orders without a Request.
  • Contractor assignments can be based on store location, trade and issue (sub-trade) from the available Contractors.
  • Default NTE is based on selected trade, but can be changed by Facility Manager.
  • Default scheduled completion date is based on priority and can be changed by the Facility Manager.
  • Approval is based on Facility Manager’s approval limit.  Work Order can be routed for approval to additional users if NTE exceeds the assigned Facility Manager’s limit.
  • Work Orders are automatically sent to the Contractor via e-mail, fax and/or text messaging based on Contractor preferences.
  • Contractor acknowledges receipt of Work Order via phone or web interface.
  • Contractor optionally checks-in to begin work, and checks-out when work is complete.
  • Store Operations personnel or Facility Managers sign off on completed work.
  • A Quote Processing work flow is built-in to the system to allow Contractors to provide a quote on additional work, and allow the Facility Managers to review the quote and either approve it or reject it.
Invoices
  • Contractor submits electronic invoice for payment.
  • Invoice approved by Facility Manager and exported automatically to AP system.  Accounting personnel can optionally review invoices.
  • Payment information is optionally returned from accounting system and invoice status is updated to Paid.
  • Invoices can be imported from a consolidated spreadsheet uploaded by the Contractor.
  • Contractor can be required to attach a scanned copy of their paper invoice.
  • All Invoices are automatically coded for GL codes, Store based codes and Project codes eliminating the need for Facility Managers to manually code invoices.
  • Invoice processing is flexible and other processes can be accommodated.
Additional Features
  • The Bulk Status Update screen allows Facility Managers and Contractors to update the status of multiple Work Orders in a single operation.
  • Facility Managers and Accounting personnel review approve and export invoices using the Manage Invoice screen.
  • An Import/Export screen is used by Contractors and Accounting personnel to import consolidated invoice spreadsheets and to export invoice and accrual data files.
  • Notification Letters can be implemented to support legal Landlord and Property Management notification letters.
Scheduled MaintenanceRecurring Work Orders
  • Recurring Work Order templates are included with basic Repair and Maintenance
  • The Trade, Contractor, NTE, Scheduled Completion date and a list of stores are selectable by the Facility Manager.
  • A schedule is defined including Weekly, Monthly, Quarterly and Yearly frequencies.  Other options such as bi-weekly are also available.
  • Work Orders are automatically generated by the system based on the schedule specified in the Recurring Work Order.
  • Work Order workflow is the same as for Repair and Maintenance.
Contract Management(optional)
  • Contract Management provides a more sophisticated method to manage and track complex scheduled maintenance activities such as Janitorial, HVAC PM, Fire Systems, etc.
  • Contract document is created for each Contractor covering a specific timeframe (e.g. one year).
  • All services to be provided are specified within the Contract by creating a Service Profile that defines the schedule for the services.
  • Stores are selected within the Service Profile based on store location.  Stores can be selected by Region, District, State or even Zip Code.  Stores can also be individually selected individually.
  • Multiple Service Profiles can be specified in a single Contract
  • Scheduled Maintenance Work Orders are created on a scheduled basis (e.g. once per month) and include all services defined within the Contract that fall within the defined time frame.
  • Work Orders are sent to the Contractor by e-mail and individual service dates are determined by the Facility Manager and/or the Contractor.
  • Contractors update the status and service dates for each service individually using a browser, or by downloading a spreadsheet, updating it and importing it back into the system for processing.
  • Telephone check-in and check-out are supported for each individual service.
  • When services are completed, Contractor imports an invoice spreadsheet for payment.  Each Invoice can contain cost information for multiple services and for multiple stores.
  • Resulting Invoices contain all GL cost coding and are approved and exported just like Repair and Maintenance Invoices.
  • Complete Reporting is available including Contractor performance reports and financial reports.
Asset ManagementAssets
  • Maintenance history, including costs, is tracked on a per asset basis.
  • Asset alerts can be setup for Warranty expiration, PM required, replacement required and on total cost of maintenance as a percentage of asset cost.
  • All asset information including manufacturer, model number, serial number, property ID, etc. are available from within their associated Work Orders.
  • Assets can be reassigned to any location including a warehouse or repair depot.
  • Asset reports can be generated on an ad-hoc or scheduled basis.
  • Custom information can be added to the Asset records to track additional information.
Project ManagementProjects(optional)
  • Facility Manager creates Projects in advance for budgeted Projects or immediately for unbudgeted Projects.
  • A Bid Sheet is created for each Project task.  Each task can have a separate Trade, Contractor and estimated cost.
  • RFP information is added to the Bid Sheet and one or more Contractors can be selected to receive the RFP information.
  • RFP is sent automatically by e-mail or fax to the designated list of Contractors.
  • Contractors prepare their bids and send them into the system.
  • Proposals and bids are added to the Bid Sheet and the task is awarded to one of the qualified Contractors.
  • The Project is routed for approval after all bids are received.
  • Work Orders are generated from approved Projects. One Work Order is generated for each Bid Sheet.
  • A Change Order process is used to make any changes to the Project after approval.  All changes must be reapproved before the resulting Work Orders are updated.
  • Work Orders are processed by the Contractor as described in Repair and Maintenance above.
  • Project Reporting is available including financial and schedule information.
PurchasingPurchase Orders(optional)
  • Purchase Orders can be generated by a Purchasing Manager.
  • A single vendor is selected for each Purchase Order.
  • Items are added to the Purchase Order from a Catalog database.
  • Cost information from the Catalog is included in the Purchase Order but can be updated by the Purchasing Manager.
  • Purchase Order is routed for approval and after approval is sent to the vendor via e-mail.
  • Vendors update the status of the Purchase Order to Acknowledged to indicate their acceptance of the order, and provide estimated shipping dates.
  • Vendors again update the status of the Purchase Order when items are shipped. Shipping information is also added by the vendor.
  • Receiving personnel add a Receiver to the Purchase Order when the items are received.
  • Vendors may add one or more Invoices to the Purchase Order.
  • Invoices are approved and exported to Accounts Payable for payment.  System can be configured to allow approval only after all items are received.
  • All GL cost coding is automatically entered by the system.
  • Purchase Order item costs can be spread across multiple locations and GL codes.
  • Shipping information can include one or more locations.

 

Copyright © 2013 Big Sky Technologies, Inc.