Total Tools

Onboarding • Contractor Passport

Chapter 07

Verify Once. Work With Total Tools Everywhere.

As contractor and business relationships grow, Total Tools has an opportunity to create a reusable customer profile that makes it easier to recognize the company, understand who is authorized to act on its behalf and access the information needed to serve the relationship.

The goal is not simply faster registration.

The goal is a more connected commercial relationship.

Transaction View

Purchase #____
Rental #____
Quote #____
Project #____

Relationship View

Contractor Passport

CompanyAuthorized PeoplePurchasesRentalsQuotesDocumentsProjectsAccount Information

Know the Company. Not Just the Transaction.

From Transactions to Relationships

A Customer Relationship Is More Than a Series of Transactions

Transaction-Centric

Customer appears through:

PurchaseRentalQuotationService interactionProject inquiryDifferent employeeDifferent branch

Information may need to be located or reconfirmed.

Relationship-Centric

Contractor Profile
Company identityRelevant contactsAuthorized usersRequired documentsPurchase historyRental historyOpen quotationsKnown projectsAccount relationshipPreferred information where appropriate

The Passport provides a reusable relationship layer that can sit across the different ways a contractor interacts with Total Tools.

Interactive Contractor Passport

What Could a Contractor Passport Contain?

The Passport should contain only the information Total Tools actually needs to recognize, verify and efficiently serve the commercial relationship.

Illustrative Profile
ABC

ABC CONSTRUCTION

Illustrative Contractor

Account Status

Example Only

Primary Branch

Not Set

Account Owner

Not Assigned

Relationship Type

Contractor

Company NameABC Construction (Illustrative)
Primary ContactJohn Brown (Illustrative)
PhoneAwaiting Connected Data
EmailAwaiting Connected Data
Preferred BranchNot Set
Relationship TypeContractor
Account OwnerNot Assigned

Authorized Users

3 Illustrative

Required Documents

5 Illustrative Categories

Current Rentals

Awaiting Connected Data

Open Quotes

Awaiting Connected Data

Known Projects

Awaiting Connected Data

Recent Activity

Awaiting Connected Data

First Interaction vs Returning Contractor

The Biggest Opportunity Appears the Next Time They Come Back

The first interaction may require information and verification. The value of a reusable Passport becomes clearer when the customer returns.

Journey A — New Contractor

Identify Company
Create Profile
Identify What Customer Needs
Collect Relevant Information
Complete Required Verification
Add Authorized People Where Needed
Passport Created
Complete Transaction

Journey B — Returning Contractor

Identify Company / Customer
PASSPORT FOUND
Recognize Account
Confirm Authorized User Where Required
Reuse Relevant Current Information
PROCEED WITH TRANSACTION

Ask Once.

Reuse When Appropriate.

Concept Demonstration

Searching for company…
Passport found
Company profile appears
Authorized user confirmed
Relevant information available
Transaction can continue

Authorized Users

Know Who Can Act for the Company

For business relationships where multiple employees may interact with Total Tools, the Passport could provide a structured way to understand who is authorized to perform relevant actions on behalf of the company.

Company Hierarchy

Illustrative
ABC CONSTRUCTION

John Brown

Purchasing + Rentals

Michael James

Rentals

Sarah Green

Account Administration

Potential permission categories

PurchaseRentalAccount AdministrationDocument ManagementProject Requests

The exact permissions and verification process should follow Total Tools' operating policies.

Authorization Demo

Customer Arrives at Another Branch

ABC Construction

Progressive Onboarding

Don't Ask Every Customer for Everything

The information required should depend on what the customer is trying to do.

Illustrative Information Architecture

What Would You Like to Do With Total Tools?

Select an option to see only the categories of information that may be relevant.

Illustrative only — not Total Tools' current mandatory requirements.

Ask Once.

Ask Only When Needed.

Reuse When Appropriate.

Work With Total Tools Everywhere

One Customer Relationship Across Total Tools

A connected contractor identity can help the business recognize the customer relationship even when the interaction changes across branch, department or transaction type.

Branches

Kingston
Drax Hall
Ocho Rios

Contractor Passport

Interaction now at:

Kingston

Channels

Sales
Rentals
E-commerce
Service
Customer Portal
Business Hub

The customer relationship should travel with the customer.

A proposed connected experience — not a claim that all branches currently share every piece of customer information.

Customer Self-Service

Let Customers Help Keep Their Own Information Current

Where appropriate, the Contractor Passport could connect to the customer portal Total Tools is already considering, allowing customers to maintain selected parts of their own relationship information.

MY TOTAL TOOLS ACCOUNT

Illustrative Portal

Company Profile

Update permitted contact information.

Customer Editable

Authorized Users

Request additions/removals, subject to Total Tools approval.

Customer Requests · Total Tools Approves

Documents

Upload requested documents.

Customer Editable

Purchases

View connected purchase history.

Total Tools Controlled

Rentals

View current and previous rentals.

Total Tools Controlled

Quotes

View relevant quotations.

Total Tools Controlled

Projects

View / request project support.

Customer Requests · Total Tools Approves

Account

View appropriate account information.

Total Tools Controlled

Sensitive financial and account fields are not freely editable by customers.

Proactive Document Management

Don't Discover an Expired Requirement at the Counter

Where Total Tools relies on documents that expire or periodically require updating, the Passport could identify those requirements before they interrupt a future transaction.

Required Document
Expiry / Review Date
Advance Reminder
Customer Updates
Total Tools Reviews Where Required
Profile Current

Document Requires Update Soon

Illustrative Example

ABC Construction · Rental Documentation (illustrative)

Only documents with genuine expiry or periodic review requirements should use this workflow.

The Connected Commercial Relationship

The Passport Becomes the Identity Layer Across the Customer Journey

Contractor Passport

Two-way connections

⇄ Guided Digital Buying

Customer identifies project / need.

⇄ Business Hub

Core customer relationship.

⇄ Rentals

Rental activity and authorized users.

⇄ Sales

Purchases, quotations and interactions.

⇄ Project Intelligence

Known projects and contractor signals.

⇄ AI Commercial Assistant

Customer context and relevant commercial signals.

⇄ Customer Portal

Self-service and account information.

Contractor Passport should not become another disconnected database. It should use and organize the customer information that belongs within the connected Total Tools environment.

Quantify the Administrative Opportunity

How Much Repeat Administration Could Be Reduced?

The strongest initial business case may come from understanding how much staff time is currently spent locating, reconfirming or recollecting information during repeat contractor interactions.

Calculator A — Repeat Transaction Administration

Repeat Transactions

— / month

Potential Administrative Time Recovered

Minutes / Month

—

Staff Hours / Month

—

Staff Hours / Year

—

Admin Capacity Value / Month

J$ —

Admin Capacity Value / Year

J$ —

Calculator B — Onboarding Time

What Could a More Structured Onboarding Process Change?

Current Monthly Onboarding

— hrs

Scenario Monthly Onboarding

— hrs

Potential Time Difference

— hrs/mo

The scenario time is an assumption to test, not an assumed achievable result.

Scenario estimates only. Results depend entirely on Total Tools inputs and the actual information required for each customer and transaction type. A Contractor Passport will not eliminate every verification or onboarding step. Check for overlap with other chapters' administrative savings before combining.

What Should We Measure?

Measure Friction Before and After

Onboarding

  • Average onboarding time
  • Steps required
  • Incomplete onboarding
  • Time to become transaction-ready

Repeat Transactions

  • Time to complete repeat transaction
  • Information requiring re-entry
  • Information retrieval time
  • Staff interventions required

Profile Quality

  • Required profile information available
  • Documents current where required
  • Authorized users current
  • Incomplete profiles

Self-Service

  • Customer profile updates
  • Document uploads
  • Authorized-user requests
  • Portal usage

Relationship Experience

  • Cross-branch transactions
  • Repeat purchases/rentals
  • Customer feedback
  • Issues caused by missing/outdated information

Retention or revenue changes should not be automatically attributed to the Passport.

Pilot

Start Where Repeated Verification Matters Most

A useful pilot could focus on a customer group with repeat interactions and meaningful information or authorization requirements, allowing Total Tools to test whether a reusable profile actually reduces friction.

Rental contractors are one potential pilot group — not an automatic recommendation.

Customer Segment

No Segment Selected

Branches

Pilot Duration

Success Measures

Draft only — no pilot has started. Saved on this device and prepared to feed Chapter 16 — Progress & Results.

Know the Company. Not Just the Transaction.

As Total Tools develops connected customer accounts through the Business Hub, a reusable Contractor Passport could make repeat contractor relationships easier to manage — so the relationship travels with the customer across every branch and channel.

AI Commercial AssistantNext: Connected Availability