Hilti Booking Platform: User Guide & FAQs
A comprehensive guide for customers using Hilti's new booking platform.
1. Registration
To access Hilti's booking platform, users must first register an account. The registration process involves providing essential details to create a secure login.
The registration URL is: https://ui.fareyeconnect.com/sg/hilti/register
During registration, users will be prompted to enter:
- Email Address (required)
- First Name (required)
- Last Name (required)
- Password (required)
- Confirm Password (required)
- Customer Account Number (required, found on invoices, statements, or delivery notes)
- Contact Number
- Company Name
Upon successful submission, a registration form is displayed, confirming the details entered.
2. Validation Check by Hilti
After registration submission, the Hilti team receives an email notification. Hilti commits to reviewing and approving each registration within 24 hours of submittal.
An example email sent to the Hilti team indicates a "New User Onboarded!" and provides a link for verification: https://staging.fareye.co/v2/login
If further assistance is needed, users are advised to contact the team.
3. Validation of Registration – Before & After
This section illustrates the process of registration validation through email notifications.
Before Validation:
An email is received indicating "Registration Received - Awaiting Verification". This email is typically sent from no-reply@fareye.com to the user.
The email confirms that the registration reference number has been submitted and is awaiting verification. It also provides a contact email for questions: TeamAnchor Testing.SG@hilti.com.
After Validation:
Upon successful verification, the user receives an email titled "Your Hilti Login Details and Access Information".
This email confirms the registration and provides a login link: https://uat.fareye.co/v2/login. It also includes the username and a contact email for assistance: TeamAnchorTesting.SG@hilti.com.
4. Logging In – Security Measure
The platform incorporates a security measure for password resets.
The process involves:
- Receiving an email with the user ID (e.g., xxxyyy_sghilti).
- Clicking the link in the email to log in using the user ID.
- Being directed to a "Reset Password" page to set a new password.
- Being redirected back to the login page to proceed with the new user ID and password.
The login page also presents "Terms of Usage" and a "Privacy Policy" that must be accepted to proceed.
Users can choose to "Accept & continue" or "Log Out".
5. Customer's User Interface
Upon logging in, users are presented with the Hilti dashboard.
Within the "Order Booking" section, users must choose between two main options:
- Order Creation (Pull-Out Test)
- Booking Creation (Safety Induction Course only) - SIC
The dashboard also displays sections for "Order In progress", "Bookings Completed", "Cancelled Bookings", and "Reports".
Initially, the dashboard may show "Dashboard Not Configured" if no configurations have been made.
6. Booking Creation
This section details the process of creating a booking, specifically for "Order Creation (Pull-Out Test)".
The interface includes options for "Project Selection", "Date of Testing", and "SO Number". Filters can be applied to refine search results.
A prominent "Add" button is available to initiate the creation of a new booking.
The initial view may show "No records found!", prompting users to use filters or create a booking.
7. Adding Booking Details
The "Add Booking Details" form requires specific information.
Key fields include:
- SO Number: A mandatory field. Users are advised to contact their Hilti Account Manager if unsure.
- Project Code: For projects not listed, users can select "Others" and specify the project in the "Other Projects" field.
- Address
- Postal Code
- Lamp post and Gate number, etc.
- Date of SIC (for Safety Induction Course bookings)
For "Pull-Out Test" bookings, an "Anchor Details" section is present, allowing users to add multiple anchor types or sizes. This section is omitted for "Safety Induction Course" bookings.
Users can "Cancel" the process or "Add Booking Details" once all necessary fields are completed.
8. Order In Progress
After a booking request is submitted, it becomes visible in the "Order In Progress" section of the platform.
This section displays a table with details such as Booking Number, SIC Required, Created At, Last Updated At, Ageing, Project Selection, and Slot Requested Date.
Users can select orders for further actions, such as cancellation.
9. Booking Not Confirmed / Visibility of Other Available Slots
If the preferred testing slot is unavailable or incomplete, the user will receive a "Booking Not Confirmed" email.
This email contains a link that directs the user to a page where they can select from other available slots.
The platform also provides a "Tracker Timeline" showing the status of the order (e.g., Order Submitted, Booking Not Confirmed).
Users are advised to contact the support team for any questions.
10. Reschedule Booking / Visibility of Other Available Slots
Users can reschedule a booking by navigating to the booking details page and clicking on "reschedule testing slot".
A calendar interface allows users to select alternative available dates.
Important Note: Each booking can only be rescheduled a maximum of one time.
The platform displays shipment details and testing details, including the ability to select a new date from the calendar.
11. Booking Confirmation with Tracking Link
Once a booking is confirmed, the person who created it receives an email notification.
An "Onsite Person" will also receive this information if their email was provided during booking creation.
The confirmation email includes details like the Testing Order Number, booked slot, and a link to "Track Your Order" for real-time updates.
The platform emphasizes that booking confirmation is only final upon receiving the official confirmation email.
12. Tracking Link – Communication & Status
The tracking link allows users to monitor the status of their booking and communicate with the assigned engineer.
The interface displays details such as Reference No., Login URL, Onsite Person Details, Project, Slot Requested Date, Slot Timing, Anchor Type, Anchor Size, and Anchor Quantity.
A "Tracker Timeline" shows the progression of the booking (e.g., Order Submitted, Booking Confirmed, Testing in Progress, Testing Completed).
Users can click on a message icon [message-icon] to type messages to the tester, for example, to request an update on the testing start time.
13. Booking Completion – Test Report & Feedback
Upon completion of testing, the status is updated to "Testing Completed".
Users are prompted to provide feedback on their experience using a star rating system and an optional text field.
The platform provides a "Feedback Link" for submitting feedback.
Attached test reports can be found within the completion details. The "Tracker Timeline" also reflects the final status.
14. Booking Cancellation
Hilti's Anchor Testing Policy states that no refunds will be issued unless written communication is provided to Hilti by 2 p.m. on the business day prior to the booking.
Written communication must be emailed to teamanchortesting.sg@hilti.com, including the booking number in the subject line.
Rebooking is subject to availability.
To cancel a booking:
- Navigate to the "Order In progress" section.
- Click the checkbox next to the booking to be cancelled.
- Select "Cancel Process" from the drop-list on the right.
- Confirm the cancellation after selecting a reason.
15. Change in Tester
If there is a change in the assigned tester for a booking, users will be informed via email.
The email will state that the assigned tester for a specific order number has been updated, and a new tester has been assigned.
Users are assured that the quality and timelines of the service will remain unaffected.
16. Test Report
Users can download test reports from the "Bookings Completed" section.
The process involves:
- Clicking on the desired booking in the "Bookings Completed" list.
- Navigating to "Testing Details".
- Scrolling to the end of the details to find the option to download the Test Report.
The shipment details section also shows information like Anchor Type, Anchor Size, Job Status, Date of Test, and links to testing completed images.
17. Frequently Asked Questions (FAQs)
Qn: I am asked for Customer Account number during Registration, where can I get this?
Ans: It is the SAP ID number representing your company. You can check with your Hilti Account Manager or find it on any Invoice, Statement of Account, or Delivery Note from Hilti.
Qn: As "SO number" field is mandatory at booking creation, kindly explain why do I need to raise Sales Order (SO) first before testing is done/completed?
Ans: To streamline the service and billing process, a valid Sales Order (SO) number is required at the time of booking. This ensures necessary approvals are in place, reduces delays in test report release, and minimizes follow-ups on POs or payments. This allows for faster, more efficient service with full transparency.
Qn: Why am I limited to maximum 3 live bookings at 1 time only?
Ans: To ensure fair and efficient access to testing services, each account is limited to a maximum of three (3) active bookings (pending, scheduled, or confirmed). A new booking can be made once an existing one is completed or cancelled.
Reasons for this policy:
- Limited manpower and testing slots: A fixed number of test crews means overbooking by a few can prevent others from securing slots.
- Fair access for all customers: This cap prevents "slot hoarding" and ensures equal opportunity.
- Efficient scheduling and resource planning: Enables effective deployment of testers, reducing wait times and last-minute reschedules.
Qn: At order creation, why do I need to key the Load value? Shouldn't that be advised by Hilti?
Ans: Hilti stopped advising load values in June 2023. The Building and Construction Authority recommends adhering to British Standards 8539 ("Code of practice for the selection and installation of post-installed anchors in concrete and masonry") or the "Practical Guide for Post-Installed Reinforcement" for rebars. Section 6.6 of BS 8539 states that the proof test load must be provided by the specifier or the responsible person requesting site tests.
Qn: I will like to request for a Mock-up test, how do I go about it?
Ans: Kindly approach your Hilti Account Manager or Field Engineer.
Qn: Where can I get Method Statement/s and also the Calibration cert of your testing equipment?
Ans: For Method Statements, please email TeamAnchorTesting.SG@hilti.com. For Calibration certificates, your tester can provide them onsite or prior to the booking.
Qn: Sometimes I receive the Testing Confirmed email very promptly after submitting the booking request, but other times I don't receive it?
Ans: A prompt confirmation email means the chosen date had available manpower. If you don't receive it promptly, it indicates no manpower was available on your preferred date, and you should check other dates (refer to Page 10).
Qn: How/When will I know which tester has been assigned for my booking?
Ans: You can check the assigned tester via the booking details on the platform or through the tracking link. A tester will be assigned no later than 1 day before the booking.
