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Global Customer Functionality

Global Organization Requirements

In some multinational (“global”) organizations, agreements with suppliers are handled by a central team and then used by various subsidiaries of the organization (rather than having individual agreements made for various subsidiaries).

Each subsidiary would otherwise operate independently, with their own systems, teams, and consultants.

In the case of an agreement with QuantityWare, this would mean that  a central part of the organization will manage the contractual and financial relationship with us, and the various subsidiaries will require their own unique technical support, BCP/BCG usage keys, and Portal access.

Portal Support

The QuantityWare Service Portal supports global organizations with the “global customer” functionality:

  • Global customers are configured in the Portal along with one or more “subsidiaries”.
  • Both the global customer and each subsidiary have their own unique set of contacts (users), systems, and support tickets.
  • The QuantityWare agreement and all financial matters are managed only by the global customer, and “inherited” by its subsidiaries.

This means that the expiry and availability of any BCP or BCG usage keys on subsidiaries are tied directly to the validity date of the global customer‘s agreement with QuantityWare.

Global Customer Differences

Contacts on global customers will see the following differences in the Portal:

  • A “Subsidiaries” tab on the Customer Profile, containing:
  • Updated agreement validity/expiry warning notices
    • These contain a list of any impacted subsidiaries, with a count of subsidiary systems affected
  • Contacts Manager role changes:
    • Different required roles:

Subsidiary Customer Differences

Contacts on subsidiaries of a global customer will see the following differences in the Portal:

  • Limited access to agreement information
    • Current agreement only
    • No information regarding payment status of an agreement
  • No access to Payments Manager
  • No access to Questionnaires
  • Contacts Manager role changes:
    • Different required roles:
    • Unavailable roles:
      • Agreement
      • Financial
      • Purchaser
      • Procurement
  • Email reminders available for usage key expiration only (not agreement or payment)
  • A note at the top of each screen stating the subsidiary is a parent of their global customer, and a button to show the Primary Contact(s) at the global customer.

Communication within a Global Organization

Within the Portal, a global customer and its subsidiaries operate independently of each other, and have no access each others data (other than the limited agreement information shared from the global customer to its subsidiaries).

To facilitate communication within a global organization between it and its subsidiaries, a new role called “Primary Contact” is required to be filled on each global customer and its subsidiaries.

Adding someone to the “Primary Contact” makes their name and email address available to others within the global organization, specifically:

  • Contacts on a subsidiary can view Primary Contacts at the global organization
  • Contacts on a global customer can view Primary Contacts at all subsidiaries
  • Contacts on a subsidiary may view Primary Contacts at another subsidiary within their organization…
    • …but only in the case of attempting to add a system to the Systems Manager that has already been added on another subsidiary

In all cases, any communication to primary contacts must be done outside of the Portal, using the name and email address provided.

Managing Subsidiaries

Adding a Subsidiary

To add a subsidiary to your global customer in the Portal, a Subsidiary Customer Request (SCR) needs to be completed by someone at your organization.

Sending an SCR Request

For security, a contact with the Agreement or Management role must send an SCR link to a specific email address, as follows:

  1. Go to the Customer Profile
  2. Select the “Subsidiaries” tab
  3. Scroll to the bottom of the list of subsidiaries
  4. Click the “Add New Subsidiary…” button
  5. The “Add New Subsidiary” pop up will appaer
  6. Enter the email address of the person who will be completing the SCR
  7. Click the “Send SCR Link” button

An email will be sent to the person specified.

Viewing / Deleting SCR Requests

To view any existing SCR requests / completed SCRs ready to process by QuantityWare:

  1. Go to the Customer Profile
  2. Select the “Subsidiaries” tab
  3. Select the “SCR Requests” sub-tab

For SCRs that have not yet been completed, you can choose to send a reminder email, or delete the SCR request so that the recipient can no longer complete the SCR.

Accessing the SCR

On receiving an SCR Request email, and clicking the link within it, you will be taken to the SCR page on the Portal.

You will be asked to enter a two-factor authentication code, which is emailed to you on visiting the page.

Enter the code to access the SCR.

Completing the SCR

The SCR acts similarly to the TUKR, but does not require you to enter any system details:

  1. Fill in your subsidiary details
  2. Enter the details of any contacts to be added to the subsidiary – along with their roles, including at least one Primary Contact
  3. Complete your details (used by QuantityWare to get in touch with any questions) and add any comments
  4. Complete the challenge, and confirm the data policy and consultant requirement checks*
  5. Click “Submit Request

If there are any issues with the data you have entered, or you missed any key data, a message will be shown describing what needs to be changed.

* If you do not agree to the QuantityWare Data Protection Policy, we cannot accept the disclosure of your data to us and as such cannot process your request.

Processing the SCR

After Submitting your request, a confirmation email will be sent with details of the SCR.

Your SCR will usually be processed within two German working days. We will be in touch with you if we have any questions or concerns.

Once an SCR has been processed by QuantityWare, the subsidiary will be added to the Portal, and the following notifications will be sent:

  • Subsidiary added – Sent to the SCR completer, and any contacts on the global organization with Agreement or Management roles
  • Welcome to the Portal – sent to each new contact added to the Portal for the subsidiary

The subsidiary will now appear in the list of subsidiaries found in the global customer’s Customer Profile -> Subsidiaries tab.

Bringing in a Portal Customer as a Subsidiary

If your organization acquires an existing QuantityWare customer, and wishes to take over their QuantityWare agreement, please raise an Agreement ticket with us to explain this.

QuantityWare will manage the migration of the existing customer record so that a subsidiary is created based on it.

Any existing contacts and systems will be retained, and if any usage keys on the migrated subsidiary were due to expire earlier than the global agreement, they will be extended automatically on migration.

Having a Subsidiary Separate as a Standalone Organization

If a subsidiary within your organization becomes a standalone company, and requires their own separate QuantityWare agreement, please raise an Agreement ticket with us to explain this.

QuantityWare will manage the migration of the subsidiary out into a separate Portal customer record.

Any existing contacts and systems will be retained, and the new customer will be initially granted a test agreement with an expiry date set to the current validity expiry of the global agreement.

This means there will be no immediate change to agreement validity on the new customer after separating.

After this, a new usage agreement can be arranged with the new customer.

Becoming a Global Customer

If your organization matches the description of a global organization above, you can request that your organization is added to the Portal as a global customer.

Please request this via our Contact form, and we’ll reply as soon as possible with any questions and instructions on how this is achieved.

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