Accuracy note: Screenshots were extracted from the supplied video. Instructions follow the demonstrated workflow. Features described as planned, limited, or configuration-dependent are clearly marked.
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1. Access and log in
Use the Rep ID or email address linked to your account. Biometric login can be enabled for faster access on supported devices.
Steps
- Open the MAX for Brands app or approved web-app link.
- Enter the Rep ID or email address assigned to your account.
- Enter your password and select Login.
- Enable Face ID or fingerprint authentication when prompted, if preferred.
- Allow location access. Location is required for store check-in and attendance tracking.
Important notes
- The New Customer option is expected to be disabled for this operating model.
- Contact an administrator if your account, password, or assigned stores are incorrect.
2. Understand the home dashboard
The dashboard shows the day’s call target, completed visits, remaining visits, quick actions, and the AI-powered “Tell Me About Today” briefing.
Steps
- Review the calls-completed counter and the number of calls remaining.
- Check the quick actions for mileage, ad hoc visits, and today’s call list.
- Use Tell Me About Today to hear a summary of calls, overdue notes, follow-ups, and route priorities.
- Use the dashboard after every checkout to confirm the completed-call count increased.
Important notes
- Tell Me About Today requires a working internet connection.
- The AI briefing is a convenience feature; always verify critical details in the relevant store, notes, or follow-up screen.
3. Start and end mileage
Mileage must be opened at the start of the day and completed with the closing odometer reading at the end of the day.
Steps
- Select Start Mileage from the dashboard.
- Enter the starting odometer reading.
- Take an odometer photo when required by company policy.
- At the end of the day, return to Mileage and enter the closing reading.
- Confirm that the daily distance is calculated and the entry is saved.
Important notes
- Do not forget the end reading; an open mileage entry may prevent accurate monthly reconciliation.
- Administrators can export mileage reporting. A self-service Excel export was discussed as a possible enhancement.
4. Open today’s calls and plan the route
Today’s Calls shows the scheduled route. Route and Close to Me tools can help identify the best sequence or nearby stores.
Steps
- Select Start Today’s Calls.
- Use List view to review the scheduled customers.
- Use Route view to see the suggested sequence and open navigation in Waze or Google Maps.
- Use Choose Another Day to view calls scheduled for another day within the current routing period.
- Use Ad Hoc Visit for a store outside the scheduled route, or Close to Me to locate assigned stores within 5 km, 10 km, 25 km, or 50 km.
Important notes
- Follow the official routing plan unless an authorised change is required.
- Close to Me is especially useful for managers, but only stores linked to the user will be shown.
5. Check in to the store
Check-in records the visit time and location. The app may also require a call type before store activities can begin.
Steps
- Open the store from Today’s Calls or Ad Hoc Visit.
- Confirm the store name and map location.
- Select Check In and Start.
- Choose the applicable call type, such as a routine store visit.
- Wait for the app to confirm the check-in before completing orders, forms, stock checks, notes, or issues.
Important notes
- Location permission must be enabled and the device must be within the configured geofence.
- For meetings at head office, the office should be configured as a customer/location with its own geofence.
6. Open Manage Stock / Live Stock Insights
Manage Stock provides integrated store and supplier stock information. The tile is displayed only when the store is linked to an available stock-data feed.
Steps
- Open the customer profile after check-in.
- Select Manage Stock or View Live Stock Insights.
- Choose the supplier or product group required for the visit.
- Review active/ranged SKUs, stock overview, and sales overview.
- Prioritise exceptions such as out of stock, no sales, wastage, and future low-stock or overstock alerts.
Important notes
- If the tile is not visible, the store is not currently linked to the stock-data integration.
- Data availability varies by retailer, store, and supplier. Wholesale data was not available in the demonstrated setup.
7. Review SKU lists and product details
Drill into a stock category to see affected SKUs and detailed information for each product.
Steps
- Select an exception or SKU category from the stock overview.
- Use search when you know the product name or article.
- Open a product to review stock quantity, ranged status, promotion status, selling price, and stock value.
- Check recent activity such as last order, last receipt, last sale, and last update dates.
- Use the information to decide the correct store action or feedback.
Important notes
- Displayed values depend on the source data and may be delayed or unavailable for some stores.
- Confirm unusual results with the store and the relevant data/support team before treating them as final.
8. Respond to stock exceptions
The planned feedback loop is intended to replace repeated WhatsApp follow-ups by attaching in-store evidence directly to an exception.
Steps
- Open the relevant exception, such as out of stock, no sales, or wastage.
- Confirm the actual shelf or store situation.
- Attach a photo that supports the response, such as stock on shelf, an order form, or wastage evidence.
- Enter a clear explanation of the action taken or the reason the exception remains unresolved.
- Submit the feedback so suppliers, managers, and administrators can see the response in the platform.
Important notes
- Out-of-stock evidence may include proof that an order was placed.
- No-sales feedback should show due diligence, such as stock on shelf or insufficient facings.
- Wastage exceptions should be investigated quickly because the source figure may be a true loss, a timing issue, or a data-entry anomaly.
- Some feedback controls were described as planned enhancements and may not yet be available in every environment.
9. Create and submit an order
Orders can be created in the store and sent directly to head office, subject to the price lists and workflow configured for the account.
Steps
- Select Orders from the customer profile.
- Start a new order and select the correct supplier or price list.
- Add products and adjust quantities.
- Attach the order form and capture signatures when required.
- Review the total and submit the order.
- Confirm the order appears as submitted and has been routed to head office.
Important notes
- The exact order process may vary while the operations team finalises the workflow.
- Quotes and AI shelf recognition were stated as not required for this rollout.
10. Complete assigned forms / surveys
Forms are assigned by role, store, and frequency. They may be recurring or once-off and can contain conditional questions, photos, and signatures.
Steps
- Open the relevant Forms/Surveys category. The badge shows the number currently assigned.
- Select the form required for the visit.
- Complete all mandatory questions marked with an asterisk.
- Follow conditional questions: a Yes or No response may display different follow-up fields.
- Capture or retake photos and collect a manager signature when required.
- Submit the form and review the submission summary.
- Use Share or Download PDF when a copy must be sent outside the platform.
Important notes
- A once-off form may disappear after completion; a recurring form remains available for future submissions.
- Users see only forms targeted to their role and stores.
- The form history shows previous submissions and the end date.
11. Create notes and follow-up reminders
Notes are stored against the customer and can include a follow-up date. The AI assistant can turn a voice recording into a structured written note.
Steps
- Open Notes from the customer profile.
- Select New Note and enter a clear title.
- Add a follow-up reminder when an action is due later.
- Type the note or use AI Assistant to record a voice message.
- Review and correct the generated text before saving.
- Create the note and confirm it appears under the customer and in your follow-up list.
Important notes
- Head office can also create notes against a store, so review existing notes during every visit.
- Voice-to-text may work in multiple languages, but the final text must always be reviewed for accuracy.
12. Access and share documents
The Documents module gives field users access to planograms, catalogues, spreadsheets, Word files, PDFs, and other operational resources.
Steps
- Select Documents from the customer profile.
- Open the correct supplier or document category.
- Select the required file and review it on the device.
- Use the device share menu to send the document through WhatsApp, email, or another approved application.
Important notes
- Use the latest document version shown in MAX for Brands rather than an old locally saved copy.
13. Complete ranging, stock count, and expiry capture
Ranging captures product-level availability and values such as price, facings, stock count, or expiry date. Head office can view and export the results.
Steps
- Open Ranging and select the correct supplier/category.
- For each product, indicate whether it is on shelf or ranged.
- Enter the requested value, such as price, facings, or stock count.
- Capture the expiry date when required.
- Submit the category when all products have been reviewed.
- Head office can use the Ranging Report to compare products and stores and export the matrix or submissions.
Important notes
- The meaning of the value field depends on the instruction configured for that ranging exercise.
- Expiry alerts were not available at the time of training; expiry must be monitored through reports until an alert feature is introduced.
14. Capture, tag, and share photos
Photos can be stored against the visit, tagged for reporting, and shared to WhatsApp with store and category details automatically included.
Steps
- Open Photos from the customer profile.
- Choose a type such as Win, Customer, Issue, Other, or Shelf Audit.
- Select the most accurate tag, such as broken stock or expired stock.
- Capture photos and add a useful comment.
- Submit the photo set.
- Use the WhatsApp share option when the evidence must also be sent to a team or contact.
Important notes
- The demonstrated limit was up to 20 photos in a submission.
- Accurate tagging is important because reports and photo galleries depend on the selected type and tag.
15. Log an issue in a store
Issues such as pricing errors or planogram problems should be logged in MAX for Brands instead of being managed only through WhatsApp.
Steps
- Open the store and select Log Issue.
- Choose the issue type and enter a specific description.
- Set the priority based on operational impact.
- Attach a photo when it helps explain the issue.
- Submit the issue and confirm that it appears in the issue history.
Important notes
- Use factual descriptions and avoid vague text such as “please fix.”
- An issue can be resolved by the unit manager or assigned to a merchandiser linked to the store.
16. Assign an issue to a merchandiser
The unit manager can assign an issue to a merchandiser linked to the store and set the expected completion time.
Steps
- Open the newly logged issue.
- Select Assign and choose the merchandiser linked to the store.
- Set an appropriate deadline, such as four or eight hours, based on urgency.
- Confirm the assignment.
- The task will appear in the merchandiser’s open tasks after they check in to the store.
Important notes
- Only assign work to the person responsible for that store and shift.
- The manager remains responsible for reviewing the proof of execution.
17. Merchandiser completes the task and submits proof
The merchandiser opens the assigned task, fixes the problem, and submits photo evidence and notes.
Steps
- The merchandiser starts the workday and checks in to the relevant store.
- Open the assigned task from Open Tasks.
- Review the original issue description and reference photo.
- Select Start Task and complete the required corrective action.
- Capture proof-of-execution photos.
- Add clear notes, using voice-to-text when helpful.
- Submit the task for manager review.
Important notes
- If the issue cannot be completed, the merchandiser should use the available “cannot complete” option and provide the reason rather than submitting incorrect proof.
18. Approve, reject, or resolve the issue
Submitted work moves to Awaiting Approval. The unit manager must review the evidence before the issue is closed.
Steps
- Open Issues and select Awaiting Approval.
- Review the merchandiser’s name, photos, notes, and timeline.
- Select Approve when the evidence shows the issue is correctly resolved.
- Select Reject when more work is needed and enter a clear rejection reason.
- Resolve the issue yourself when appropriate.
- Confirm that the closed issue has a complete audit trail.
Important notes
- Rejecting a task sends it back for correction.
- The audit trail records who logged, assigned, completed, reviewed, and closed the issue.
19. Supplier and brand-manager issue flow
Approved external users can log issues against a store. The responsible unit manager receives the issue and routes it to the correct merchandiser.
Steps
- The supplier or brand manager selects the store and logs the issue with a description and optional photo.
- The unit manager responsible for the store receives the notification.
- The unit manager reviews and assigns the issue to the merchandiser or resolves it directly.
- The proof and approval process follows the same tracked workflow.
Important notes
- This flow is designed to reduce fragmented WhatsApp groups and keep all evidence and decisions in one place.
- Area managers can also log issues during store visits.
20. Check out and review My Pulse
Checkout ends the store visit. My Pulse then provides a timeline of completed calls, forms, orders, notes, photos, and issues.
Steps
- Complete all required store activities.
- Select Check Out and confirm the end of the visit.
- Return to the home screen and confirm the completed-call counter increased.
- Open My Pulse to review the visit, survey, order, notes, photos, and issues recorded for the day.
Important notes
- Do not check out before mandatory forms or unresolved required actions are complete.
21. Manage follow-ups
The Follow-ups view combines notes from all stores and groups them by overdue, today, upcoming, and completed.
Steps
- Open My Pulse and select Follow-ups.
- Review overdue items first.
- Open a follow-up to jump directly to the relevant store and note.
- Update the note, due date, or completion status as the action progresses.
- Use the list as a daily diary and task tracker.
Important notes
- Keeping follow-up dates current improves the accuracy of Tell Me About Today.
22. Monitor merchandiser attendance
Attendance shows the live status of merchandisers, assigned shifts, stores, punctuality, leave, and exceptions such as no-shows.
Steps
- Open Attendance from the manager app.
- Use Live Status to see who has started, checked in, or is on leave.
- Review the assigned store and shift for each merchandiser.
- Open Exceptions to investigate no-shows or attendance warnings.
- Resolve the exception and record the reason when appropriate.
- Review Overrides when an authorised attendance adjustment has been applied.
Important notes
- A warning indicates an attendance exception, such as a merchandiser not starting or arriving as expected.
- This module reduces the need for separate attendance reports at multiple times of day.
23. Area-manager visibility
Area managers can use the manager view to see the stores linked to their unit managers without being distracted by unrelated teams.
Steps
- Log in with the area-manager account and choose the Manager view when prompted.
- Select the relevant unit manager or team.
- Open a store to review activity, issues, notes, attendance, and other available information for that reporting line.
Important notes
- Access depends on the manager-to-rep relationships configured by the administration team.
24. Current limitations and planned enhancements
Several capabilities were described as dependent on data coverage, configuration, or future development. Treat these as rollout notes rather than guaranteed current features.
Steps
- Manage Stock appears only for stores linked to the integrated stock-data feed.
- Stock coverage may vary by retailer, supplier, and store; some Spar feeds were incomplete during training and wholesale data was unavailable.
- Low-stock, overstock, and expanded feedback workflows were discussed as enhancements.
- Expiry-date alerts were not available at the time of training.
- Quotes, AI shelf recognition, and New Customer creation were not intended for this rollout.
- A self-service mileage export button was discussed but was not confirmed as available.
- The product is actively evolving, so labels and screen layouts may change.
Important notes
- When a screen differs from the guide, use the same underlying workflow and confirm the latest process with the MAX administrator.
25. Troubleshooting guide
Start with the user, device, permissions, store assignment, and connection. Escalate with screenshots and precise details when first-line checks do not resolve the issue.
| Issue | Recommended checks and resolution |
|---|---|
| Cannot log in | Confirm the Rep ID/email and password, check internet access, and ask the administrator to verify that the account is active and correctly assigned. |
| Biometric login does not work | Log in with the password, then re-enable Face ID/fingerprint. Confirm biometric access is allowed in the device settings. |
| Store is missing from Today’s Calls | Check the correct day, use Choose Another Day or Ad Hoc Visit, then ask admin to verify the call cycle and store assignment. |
| Cannot check in / outside geofence | Enable precise location, confirm the correct store, move inside the configured radius, and retry. Escalate if the store coordinates or radius are wrong. |
| Manage Stock tile is missing | The store is not linked to an available stock-data feed. Provide the store name/code to the stock-data or integration support team. |
| Stock values look wrong or incomplete | Record the store, product, supplier, value shown, and screenshot. Confirm the actual store situation, then escalate to the data-integration team. |
| Order cannot be submitted | Check required products, quantities, signatures, photos, and connectivity. Confirm the correct price list is assigned. |
| Form will not submit | Complete every starred mandatory question, required photo, and signature. Review conditional questions that may have appeared after an answer. |
| Assigned form is missing | Confirm the form is active, within its date range, targeted to the user’s role/store, and not already completed as a once-off form. |
| Voice-to-text is inaccurate | Edit the generated text before saving. Speak slowly, reduce background noise, or type the note manually. |
| Photo will not upload or share | Allow camera/photo permissions, check connectivity, reduce the number of images, and retry. The demonstrated submission limit was 20 photos. |
| Ranging data is not visible in reports | Confirm the category was submitted, filters/date range are correct, and the user/store/product mappings exist. |
| Expiry alert was not received | Expiry alerts were not available during training. Use the ranging/expiry report and operational monitoring process. |
| Merchandiser does not see an assigned task | Confirm the task is assigned to that merchandiser, the merchandiser is linked to the store, and they have checked in to the correct shift/store. |
| Completed task remains open | Check Awaiting Approval. A unit manager must approve, reject, or resolve the submission. |
| Attendance shows a warning/no-show | Verify shift assignment, start-workday status, store check-in, leave status, and device location. Resolve the exception with a documented reason. |
| Tell Me About Today does not load | Check internet access and confirm that today’s calls, notes, and follow-ups are available. Retry from the dashboard. |
| Mileage total is incomplete | Confirm both start and end odometer readings were submitted for the same day and that the values are valid. |
26. Daily workflow checklist
- Start the workday and open mileage.
- Review Tell Me About Today, follow-ups, and the scheduled call list.
- Travel to the store and check in within the geofence.
- Complete orders, forms, stock insights, notes, ranging, photos, and issues required for the visit.
- Assign store issues to merchandisers and review proof of execution.
- Check out only after all required activities are complete.
- Review My Pulse and attendance exceptions.
- Enter the end mileage and confirm the daily record is complete.