IME Resource Guide

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Comprehensive guide to creating orders in Installations Made Easy

INDEX

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IME & Metis

Customer Order Process

Customer Automated Emails

CFI Automated Emails

CFI Change Order Process

COC Submission

Successful Ime COC Upload Options

How To Resolve A Change Order On Hold

FAQs

Cancellation Policy

IME & METIS

IME - Installation Made Easy - is a Lowe’s system that allows customers to place and manage their countertop orders online. Customers input their design choices and measurements for an order to be created and assigned to the local fabrication team.

• IME Systems • Customer order process • Customer automated emails • CFI automated emails • CFI Change Order process • COC submission • Cancellation policy • Metis

IME PROGRAMS

MIC

Management Information Center is the system the Lowe’s teams use to manage all IME orders.

My Projects

IME customerswill createaprofile in “MyProjects.” This is where they will make all payments and accept any change orders that are submitted.

The IMEprogram is ideal for customers who are looking to design and manage their count ertop project without guidance from a Lowe’s designer. IME & METIS SYSTEMS

The IME program is ideal for customers who are looking to design and manage their countertop project without guidance from a Lowe’s designer.

ORDER PROCESS

Order Process

Select an edge style

Select the closest representation of your kitchen layout

Indicate whether you would like to select a new sink for the project, you are providing the sink, or there is no sink in the countertop

Indicate the number of cutouts required for each of the following

Choose a Lowe’s Protection Plan option.

CUSTOMER EMAIL

After a customer has input all measurements and design decisions, they will receive an email with instructions on how to proceed.

They will view the estimate and pay their deposit digitally.

Once the deposit has been paid the order will be processed and approved in Metis by Customer Service and then released into the CFI portal.

CFI NEW ORDER NOTIFICATION

CFI New Order Not ificat ion

When an IME order is approved by Sage Customer Service you will receive an email from noreply@sagesurfaces.com.

When an IMEorder is appro Customer Service you will re from noreply@sagesurfaces

This email will include the customer’s contact information and all line items the customer has selected for their proj ct.

This email will include the cu informat ion and all line it em has select ed for their projec

Please be sure to contact your customer within 48 business hours and update your portal with dates and notes!

Please be sure to cont act yo within 48 business hours an port al with dat es and not es

CFI CHANGE ORDER

Post Template Drawings and change orders are required on all IME orders.

You may receive a reminder email if a drawing has not been submitted after templating was completed.

CFI CHANGE ORDER CFI Change Order

• After a template has been completed, a change order must be input on all IME orders! The Change Order is a binding agreement for the customer to fulfill their obligation to pay for the total cost of the project. If canceled without a signed change order, only a detail fee will be collected. • The system will allow decimals, but best practice is to round the square footage to he nearest whole measurement so it looks like a “change” to the CFI; however, a change order can be submitted without any changes. • Duplicate line items cannot beenteredonchangeorders for IME orders. • Thesystemautomatically joins thematerial topsandthe the backsplash together now. If two lines are submitted for the same material, our systemwill calculat them as one SKU when transmitting to MIC. • After a change order is submitted it will go on hold. The order will remain on hold until changes have been accepted by the customer. Please note: The change order needs to be accepted and signed by the customer. The File Attachments tab will show “Change Order Acknowledgment” when submitted and “Change Order Signed” after accepted.

• Round the square foot age to the n whole measurement , decimals wil recognized. • Duplicat e line it ems cannot be ent change orders for IMEorders. • If you typically have a line it em wi the tops and an addit ional line for mat erial, you will need to combine be tot aled onto one line it em. • Aft er a change order is submit t ed on hold. The order will remain on changes have been accept ed by t • Aft er a t emplat e has been comple order must be input on all IMEord

CUSTOMER CHANGE ORDER NOTIFICATION

When a change order has been submitted customers will receive an email prompting them to log into their My Projects account to review and accept the submitted change order.

Currently, Post Template Drawings are not visible to the customer. Best Practice is to send the customer a copy of the post template drawing to help them understand any changes to their order.

CHANGE ORDER ACCEPTED NOTIFICATION

After the customer signs the change order, it remains on hold for review by Customer Service. Once approved, the order status changes to “Open” and an automated email will be sent to the CFI. This email will say “Change Order Accepted”. The order has been accepted by the customer and material can now be ordered and fabrication can begin.

Please note: IME change orders can be adjusted by Lowe’s associates. It is best practice to double check all line items to confirm any changes that may have been made after CFI submission.

COC SUBMISSION

An unsigned, job specific Cert ificat e of Complet ion (COC) will be sent to you when the order is received. This is the only COC that will be accept ed for payment . It ’s import ant to not e that IMECOCs have a QRcode, this must be visible on the signed document .

An unsigned, job specific Certificate of Completion (COC) will be sent to you when the order is received. This is the only COC that will be accepted for payment. It’s important to note that IME COCs have a QR code, this must be visible on the signed document.

SUCCESSFUL IME COC UPLOAD OPTIONS

At Template Appointment Determine if the job site has access to data or customer’s Wifi

PLAN A Gimbil App

PLAN B My Home Project Center E-Sign Benefits - Sign on job site - 100% accuracy on COC to approve for payment - COC uploads into Metis

PLAN Z My Home Project Center Text & Email

Benefits -

Benefits - 100% accuracy on COC to approve for payment - COC uploads into Metis

Sign on job site

- - - - -

100% accuracy on COC to approve for payment

COC uploads into Metis

Available for ALL Sage/Lowe’s jobs Closes project from Gimbil App

It’s still FREE!

*IME jobs only

When scheduling the install, set the expectation with the customer that they will receive a text and email the day of their appointment to e-sign the Completion Certificate after install is completed On installation day – Internal representative accesses My Home Project Center https://ime.myhomeprojectcenter.com//documents Enter the 8 digits in the RO# number after ‘I-’ and the customer’s zip code, click ‘Get Documents’ Installer reminds customer to e-sign the document in text or email after install is complete Click on TEXT and EMAIL

1. 2.

Assign Installer to the job in the Metis Portal On-site after install is complete – Installer enters the Actual Install Date in the Gimbil App Installer opens the Certificate of Completion in the Gimbil App, asks customer to review, both sign, then submit

1. On-Site after install is complete - Installer accesses My Home Project Center https://ime.myhomeprojectcenter.com//documents 2. Enter the 8 digits in the RO# number after ‘I-’ and the customer’s zip code, click ‘Get Documents’ 3. Follow the link on ‘Click here to E-Sign All Required Documents’ 4. Obtain the customer’s E-signature on the COC and submit *If there is an issue with the e-sign document, text or email the document and wait for the customer to receive and sign

4. 5.

SUCCESSFUL IME UPLOAD OPTIONS

PLAN A – GIMBIL APP https://countertops.cld.bz/Gimbil-App-User-Guide

PLAN B – MY HOME PROJECT CENTER https://ime.myhomeprojectcenter.com/documents

HOW TO RESOLVE A CHANGE ORDER ON HOLD

HOW TO RESEND THE SIGNING LINKS TO A CUSTOMER

FAQ What does IME stand for? • Installation Made Easy When should I move forward with ordering material and fabrication? • When all changes are signed for by the Customer and the order is in “Open” status.

What will cause a failed IME COC upload? • Incorrect File Type • Incorrect formatting (scanned upside down, too small, too big) • Missing QR Code • Signature size or placement • Image is too light or too dark • Cannot read ink color How can I guarantee the IME COC is accepted every time? • Plan A – Gimbil App • Plan B – My Home Project Center E-Sign • Plan Z – My Home Project Center Text & Email At Template Appointment Determine if the job site has access to data or customer’s Wifi

PLAN A Gimbil App

PLAN B My Home Project Center E-Sign Benefits - Sign on job site - 100% accuracy on COC to approve for payment - COC uploads into Metis

PLAN Z My Home Project Center Text & Email

Howdo I confirm that a customer has signed and accepted the change order? • Therewill be a file in the portal titled “SignedChangeOrder”

Benefits -

Benefits - 100% accuracy on COC to approve for payment - COC uploads into Metis

Sign on job site

- - - - -

100% accuracy on COC to approve for payment

COC uploads into Metis

Available for ALL Sage/Lowe’s jobs Closes project from Gimbil App

It’s still FREE!

*IME jobs only

1. 2.

4. 5.

CANCELLATION POLICY

CANCELLATIONS X To begin the cancellation process, contact IME at (877) 477-1115 X IME will verify the staus of the project to understand if any funds will be owed after cancellation X If a customer cancels after sale, but before templating, they will be refunded 100% of the deposit paid. X If a customer cancels after the template appointment, material has not been ordered and there is not a signed change order, the customer will be refunded their deposit minus a templating fee. X If a customer cancels after signing the change order, and material has been ordered but not fabricated, the customer will owe a 20% restocking fee of the total order. X If a customer cancels after signing the change order, and material has been fabricated, the customer will owe 75% of the total order.

www.sagesurfaces.com

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