Introduction 

- Each supplier fills out form/s depending on what they supply to Ingham's. The form/s uploaded in the SLM platform came directly from Ingham's. It is similar to the physical form/s that the suppliers used to fill out when doing business transactions with Ingham's. Documents are required to be uploaded in the SLM platform to support their answers on the forms. Information such as industry certificates/accreditation, licenses, qualifications, company statements, policies, and general information will be required.

- CSOs follow guidelines below to assist suppliers with their form/document queries.

Scope:

- All suppliers onboarded on the platform may contact customer support for assistance if they encounter an issue in filling out form/s and uploading documents in the SLM platform. 

Maintenance: Quarterly

Owners:

- Robobai Customer Support Team


Instruction:


Ticket subject: LOB - Supplier Name -  Form Issue

FORM ISSUE


UNABLE TO COMPLETE FORM/ UNABLE TO SAVE


  • Make sure all mandatory fields are filled (those marked with *)

  • In the AP General form, under 1.2. ADDRESS, Unit / Floor / Level*, House / Property Number* needs to be spelled out. Instead of numbers, the answer should be in words. I.e. 1 should be one. 

  • In mobile number, remove 0 in front of the phone numbers.

  • The form sometimes does not allow the use of special characters (Remove & $ , . etc.) 

  • Rule of thumb, if the question does not apply to the supplier, advise to put NA or not applicable to the field. If answerable by yes or no, then they just have to put an answer on it.

  • If the question is an amount and they don’t have an answer, advise putting 0. 

  • In the GQS 2.4 TM Approved Supplier Questionnaire Cold Storage, 7.3. ALARM LIMITS, if this does not apply, advise the supplier to answer 0.0 in order to save the section as this is a mandatory field.

  • Although the form is auto-save, it is best to fill in the form per section and save it as you complete a section. Suppliers can also always save an incomplete form and come back to it later.

  • If the form is stuck in saving the form stage, advise the supplier to refresh the page but inform them that refreshing the page may cause some or all of the answers to be deleted as there may be an issue with their internet connection causing the answers not to be captured.

  • If the issue persists, you may advise the supplier to reset the form. Note that resetting the form will cause all of the answers to be deleted. Either you or the supplier can reset the form. To do this, go to the forms page and choose the form you want to reset, then click the reset button ⟳. 

  • If this does not work, you would need to raise an SRLM ticket in Service Desk. Please refer to  SRLM: How to raise a ticket on the service desk.

  • Refer to SOP: How to create FD ticket for standard follow-up. 



FORM/S NOT APPLICABLE


  • Probe what they specifically supply/service to Ingham’s.

  • Once you have confirmed what they supply, seek advice from your TL as he/she might need to raise this with Dan P. to confirm if the form is not applicable.

  • Refer to SLM: How to delete/add forms



DOCUMENT UPLOAD ISSUE


  • Advise that the SLM platform accepts pdf, jpg, jpeg, png, doc, and docx files. Suppliers may convert to one of those files to upload a document.

  • The supplier is unable to delete an uploaded document in the SLM. Suppliers can only re-upload the correct document. 

  • Advise that the upload document button will only be triggered if they answer YES to the related question. If they do not have any documents to upload, they can always answer NO. 

  • If this does not work, you would need to raise an SRLM ticket in Service Desk. Please refer to  SRLM: How to raise a ticket on the service desk.

  • Refer to SOP: How to create FD ticket for standard follow-up.