What you need to do before going live
During the implementation phase of your PVX warehouse management system (WMS), while the PVX team are working to set up the required integrations and configuration options, there are a number of tasks that need to be completed by you and your warehouse managers:
Task |
Description |
Barcode all items |
Make sure that all product items in your inventory are assigned a barcode that is unique within your WMS. |
Create a hierarchy of locations that allows efficient sequencing for picking and with clear coding for barcode-labelling. |
|
Create templates for the documents and labels you need to print in your warehouse. |
|
Assign your warehouse operators with usernames and roles in the web app, and make sure they reset their passwords. |
|
Set up Wi-Fi network |
If it doesn't already have one, set up a wireless system for Internet access in the warehouse so that operators can use the mobile app and test that it works over as much of the warehouse as possible. |
Select the printers for labels and documents and install the PVX Print Service. |
|
Install the PVX mobile app on your devices and register them with PVX. |
|
Learn key web app functions |
Work through the training sessions provided by PVX in the critical functions of goods in, sales order processing, picking, despatching and inventory management. |
Learn key mobile app functions |
Familiarise your operators with the basic workflows for their job roles (refer to the user's guides). |
Define integrations |
Select the providers of your order processing, ERP and carrier services and work with PVX to set up integrations to their systems. |
Support from PVX
The PVX support team operates 24 hours a day, 7 days a week. The team comprises a group of dedicated Technical Support Associates (TSAs) who assess all tickets raised by clients and decide on their priority. They are able to resolve routine technical issues, and are supported by a pool of software developers and testers who can be deployed to resolve more complex issues as required.
You can access PVX support in three ways:
Consult the Knowledge Base
This is a repository of dozens of documents that registered users of PVX can access on a self-service basis. It also includes questions posed by the community of PVX users and answered by the technical support team.
You can submit the names and email addresses of new users to the Knowledge Base using an online form.
Start a live chat
You can send messages directly to a TSA using the live chat window in the Knowledge Base home page during its operating hours. This is a good way to ask a question about PVX if you can't find the information you need in the Knowledge Base. Each chat is recorded as a ticket so you can come back to it at any time.
You can also start a chat outside the operating hours; this will be recorded as a normal priority ticket and then processed by a TSA later.
Submit a ticket
Registered users of PVX can raise a ticket via our web-based support portal: https://freshservice.descartes.com.
Note: You do not need to be logged in to PVX to submit a ticket, but you must be logged in to the Knowledge Base.
Click Submit a request.
Select the general nature of the request from the dropdown list. A series of relevant sections will be displayed.
Complete the sections as fully as you can. Be as specific as possible about where in the software the problem is occurring (the module and tab in the web app, or the function in the mobile app). If the software is giving an error, please send a screenshot of the error message as an attachment. If you can, list the sequence of actions that causes the problem to occur.
Click Submit. The ticket will be assessed immediately by a TSA and assigned a priority level of 1, 2 or 3, where 1 is the most urgent. This causes resources to be assigned appropriately to address the issue.