Work Order Network Training

J une 2014
AT&T
The Work Order Network
CBRE/AT&T
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1. Simplify the work order process
2. Ensure business continuity with online documentation
Vendors can upload all documentation pertaining to each work order, and use the log notes to house all information pertaining to each job
3. Gives Vendors the ability to stay more competitive
All of the WONs customers will have viewing to each vendors service areas, scopes of work provided, and overall performance scores
4. Increase accuracy and timeliness of information
Providing real time check in and check out capabilities.
5. Online and real-time system reduces paperwork and phone calls
6. Payables are processed more efficiently
The Work Order Network provides the best possible solution for
CBRE/AT&T, our facilities, equipment, and our vendors
Why the Work Order Network?
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Lets Get Started
All work orders will be processed electronically through the Work Order
Network (WON) "Worktrack" system
You will receive, accept, complete, update and invoice work orders for
CBRE/AT&T through the Work Order Network (WON)
Once connected, you will be positioned to receive work orders from other
customers using the Work Order Network (WON)
Invitations to connect to the WON are sent via email from
ATTVendorRetail@cbre.com
Instructions will be provided later in the presentation
Once connected, you will be able to access your vendor portal (WorkTrack)
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The Value of the
Work Order Network
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The Work Order Network is a powerful yet easy-to-
use solution that connects you with everything you
need to manage your work orders.
As a result of this relationship, the Work Order
Network delivers you the opportunity to receive
work from any Work Order Network customer!
CBRE and the WON does not mark up vendor
invoices. What ever amount a vendor submits
on their invoice will be the exact same amount
we submitted to AT&T for payment.
How the WON Fits In
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CBRE/AT&T will still make all decisions
regarding approving invoices for payment.
You will be paid for your work via ATT/Citibank
(VCA Payment Process)
Several various industries
are using the Work Order
Network System as their
work order system. By
becoming an active WON
vendor, your company will
become visible to
thousands of potential
customers who may need
the services that your
company provides.
Service Provider
(You)
CBRE/AT&T and
other WON
connected
customers
The Work Order Network
Fast and easy to use
Reduced paperwork and A/R calls
Training and support provided
Real-time work order management
Invoice monitoring
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Integration capacity with Quick Books
Work is organized/waiting for action
Powerful mobility tools
Manage work from anywhere
GET MORE WORK
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The Benefits
Become visible to thousands of potential customers looking for work that
you provide
All work requests will be sorted by status and easy to find
Receive, review, and accept work requests via email just type Accept!
Create and submit invoices to your customer(s) through the network
Receive objective ratings of your work from your customers, potentially
helping you to earn more business
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Work
Ordered
Work
Accepted
Work
Performed
Work
Verified
Within Minutes As Defined Upon Completion Upon Verification
CBRE/AT&T logs into
store portal
and creates a
new work order.
You receive the work
order and accept the
assignment.
Your technician is
dispatched to the
site, checks in and
completes the work.
CBRE/AT&T is
notified that the work
order is completed
and verifies that
work was done
properly.
Detailed and uniform
electronic invoices
save you time and
allow CBRE/ AT&T to
receive instantly.
Work
Invoiced
Continuous Visibility
How It Works
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CBRE/AT&T Basic Work Flow
Receive and accept the work request via email alert or inside WorkTrack
Print out work order from the vendor portal to take into the field
Requirement!: Check in at job site with mobile app or the IVR
Requirement!: Check Out - Complete work via mobile app check out or the IVR
(Special Note: Please use the PAUSE option if youre leaving and coming back)
Use the work order print-out to obtain customer signature (Including employee ID
number) Store employee signature, date signed and the employees ID number are required on all
completed work orders. You can obtain signatures on your own work ticket, or on the printed WON
ticket, just as long as a signature is obtained. This acts as your proof of when the work was
completed. (Special Note: CBRE only requires a signature page from the date the job was completed. However, it would be a Best Practice
for the vendor to obtain a store signature everyday a vendors tech is on site. Reason: If vendor needs a part and an NTE increase, the tech
should obtain a store signature, clearly advise store that they will return if NTE is approved. If NTE is NOT approved, vendor can submit for time
& charges incurred, and attach signature page from the day the tech was originally on site)
Fax-to-attach signed work order (or vendor signed work ticket)
Please make sure the WON work ticket goes in first. The QR code (bar code) must be loaded first,
and all documents behind it will be attached to the corresponding WO automatically. The QR code
can be found at the top of each work order.
Create and submit invoice
Receiving and Accepting Work Via Email
You have the ability to
accept the work order
request via email by
simply replying Accept
to the email.
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Customer Information
Custom Fields
When CBRE/AT&T sends you a work
order request, you will receive an email
notification from the Work Order
Network. This new work request will
also appear in your WorkTrack account
in the Waiting on Acceptance view.
You can also " Reject a
work order a by replying
Reject. Please note, if the
work order is urgent (P1,
P2) you must call CBRE to
reject the work order
You receive the work
order immediately
after it is submitted
by CBRE/AT&T.
Receiving Work Inside your WorkTrack Account
By selecting the
dropdown next to
VIEW , you can
easily see the work
order views for each
step of the process.
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*Note: Viewing option drop down
choices will vary per account.
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Accepting Work Inside your WorkTrack Account
1. In the
Waiting on
Acceptance
view, you will
find all work
requests that
need to be
accepted.
2. Check the
box next to the
work orders or
simply click on
the work order
number and
select the
Accept
option.
3. Enter any
acceptance
notes and Press
the Ok button.
This will change
the status to
Accepted .
Messaging Features
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Utilize the Messages
feature if you have a non-
urgent question, need a
due date extension, or
need clarification.
Simply click Send or
View . (Please allow 1
business day for a response
from ATTRetail@cbre.com)
You can now view
any messages. To
send a new message
simply click the
Add a New
Message button.
Enter your message
into the message
box, and select
Add .
Set Flag for CBRE/AT&T Awareness
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1. If you have any
questions, or need a
due date extension,
after adding your
message, set the WO
status to Set Flag so
that CBRE/AT&T is
aware of your request.
(Note: If a WO is in a
completed status CBRE
will not be able to see
the FLAGS)
2. Select a Flag
reason from the
drop down
menu, enter
notes that may
be helpful, and
remember to
press the Ok
button.
The work order
contains a set NTE
(Not To Exceed cost).
Not to Exceed (NTE)
If your services are
estimated to exceed
the NTE, and you still
want the work, simply
submit a quote by
using the QUOTE
edit feature in the
Quote section.
DO NOT mark the
work order complete
until the Quote has
been approved or
declined by
CBRE/AT&T. (See NTE
Process in Vendor
Resource Guide)
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NOTE: Quotes must be broken out in
detail, listing total # of hours, all
major materials (broken out by line
item), travel, van-stock, misc.
charges and estimated taxes.
You can print and
take copies of work
orders into the field
by simply choosing
the select all
checkbox, or by
selecting the
checkbox
associated with
each work order
you would like to
print out.
Printing out copies of Work Orders
By clicking on the
Printer Friendly
button, PDF copies
of all selected work
orders will generate
for you to be able to
print.
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You can find the mobile ID
assigned to your company
on the home tab.
Mobile Check In/Out APP
To use the mobile app, simply
log in to
http://checkin.worktrack.com,
enter your company mobile ID
and name, and Check In .
Select the work order you will
be addressing and Confirm
Check In . When complete,
press the Check Out button,
enter the work you performed,
and press Complete or
PAUSE if you need to return
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SPECIAL NOTE: You
MUST be at or close to
your work site for the
GPS Mobile Check
In/Out to work!
If you are not near your
work site, the work
order that you need will
not appear!
IVR Check In / Check Out (Requirement!)
IVR Number and Code visible in 3 areas:
Notification Email
Work Order Details Screen
Work Order Print Out
The IVR Code # is located in
2 places on the WO. This is
the # youll need to enter
when prompted.
The phone number for
CBRE/AT&Ts IVR is
(855) 782-4327.
This is the phone# to call if you have
questions about a WO, or need a NTE
increase.
Work Verification
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Please remember to print out your work
order to take with you to the job site
To verify your work you will obtain
customer signatures, date signed and
employee id number on the work order
print-out
You will then fax the signed work order
print-outs back into the Corrigo system
Customer Signature and Faxing of Work Order
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Make sure when you
fax the work order
into the Corrigo
system the QR code
is on top of every
work order acting as
a cover page.
You will fax the signed
work order printout to
the number listed on
the work order.
Fax# 800-476-8004
Alt. Fax Number
650-227-3287
Obtain your customer
signature, employee id &
date signed in the
designated signature area.
(Note: CBRE only requires a signature
page from the date the job was
completed. However, it would be a
Best Practice for the vendor to obtain
a store signature everyday a vendors
tech is on site. Reason: If vendor needs
a part and an NTE increase, the tech
should obtain a store signature, clearly
advise store that they will return if NTE
is approved. If NTE is NOT approved,
vendor can submit for time & charges
incurred, and attach signature page
from the day the tech was originally on
site)
CBRE Work Order Fax #800-476-8004
(non-800#Alternate Fax#650-227-3287)
Completing the Work Order
REQUIREMENT!
Please make sure
that you have edited
the Work Done
field correctly and
have included a
detailed description of
the work performed
along with applicable
warranty information.
When you are
finished editing this
field, select the Ok
button.
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Checking out of the
job site, will
automatically
Complete the work
order in the system.
(please make sure you
enter detailed completion
notes with applicable
warranty information)
You will now find this
work order in the
" Completed view.
Attaching Documents (pdf/jpg)
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Signature Pages, pictures or
other documentation can be
attached if needed. Simply
click Add in the
Attachment section.
(Note: CBRE only requires a signature
page from the date the job was
completed. However, it would be a
Best Practice for the vendor to
obtain a store signature everyday a
vendors tech is on site. Reason: If
vendor needs a part and an NTE
increase, the tech should obtain a
store signature, clearly advise store
that they will return if NTE is approved.
If NTE is NOT approved, vendor can
submit for time & charges incurred,
and attach signature page from the
day the tech was originally on site)
Select the Browse button
to locate the file that you
are going to attach. Choose
an attachment type
category and include an
attachment title. When you
are finished press the
Add Button.
Detailed View and Invoicing
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Notice the status
has been changed
to Completed
on the work order.
Click Edit on the
invoice section to
fill out and submit
your invoice.
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Prepare and Invoicing Work
2. Click Add
to Create line
item Charges for
Labor, Parts
(add separate
line for all
parts), and/or
Miscellaneous
and TAX
NOTE: Lump Sum
invoices will be
disputed.
3. Enter a
description of
each line item
including all
applicable
charges
associated with
each.
6. To submit
your invoice,
simply click the
Submit box.
5. Please remember to
include your unique
invoice number.
4. Click the
Tax button to add
any taxes
associated with the
invoice. Manually
calculate the total
tax amount and
enter it in to the tax
box.
1. Confirm there
are detailed
completion
notes in the
Work Done
Description .
Invoices without
completion notes will
be Disputed
Please Note! if a labor rate is
missing from your drop down
options please contact
attretailvendors@cbre.com
Payment / Remittance Information
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Invoice/Payment Questions Send To: ATT-VCAPayments@cbre.com
To view Work Orders that have been paid
-Service Request Tab
-View Drop Down =Completed-Paid
-Click on the small arrow next to column header Paid date to sort by most recent
-The Ref/Check#will be the MasterCard #used to pay the invoice
Payment / Remittance Information
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To view Work Orders payment details
-Search by Request #
-Select Invoice
The following information will appear on the right hand side
The Payment field is a link. Clicking that link will produces the following result
Valuable training and 365/7x24 customer support
at Toll Free 800-517-2705 or Toll Number 469-804-2081
Or e-mail us at support@corrigo.com
Reduce paperwork and phone calls
Your work is organized and waiting for action within your
vendor portal
Powerful mobility tools to manage your business when you are
not in the office
Receive work from other customers on the Work Order Network
Value for Vendors
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Additional Products & Services
QuickBooks Invoice Import
Submit your QuickBooks invoices over the Work Order Network
Excel Bulk Invoice Import
Simple way to export data from your billing system to the Work Order Network
Eliminate double entry, save time, reduce errors
Web Service Access
Connect existing systems directly to the Work Order Network.
WorkTrack Service Manager
Manage techs and know their physical location at all times
Paperless timecards
Manage all of your work orders, even customers not connected to the Work Order Network
Real-time drag and drop dispatch board
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Get Connected
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The email invitation to join should already be in your email inbox. If you do
not see it, please let us know at workordernetwork@corrigo.com
Click on the link in the email and follow the instructions
Please register as soon as possible
Next Steps
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Get Connected
Click link in email
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Use Internet Explorer/Firefox
Confirm ID
Complete
Registration Form
The CBRE Vendor Sourcing
team will send your company
an email invitation to be
connected to the Work Order
Network
Service Type
Get Connected
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Service Area
Set to a
max of 75
miles
There Is No Fee To Join!
Get Connected
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$5 per accepted work order
-or-
$30 per month - unlimited work orders and customers in the same instance
Payments are made via a Virtual Credit Card (VCA) only..
All vendors must be able to accept MasterCard as a form payment
Your CBRE Vendor Sourcing contact will send you specific details on the credit card payment process
When You Connect, All WON Customers
Will Be Able To Send You Work Requests
Complete the form and
payment type
Get Connected
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You are connected instantly
Welcome to the
Work Order Network
You have successfully joined the Work Order Network.
Youre Connected!
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http://provider.worktrack.com
Online Resources
To Log In:
User Name
Password
Company
Logging In
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Very
Important!
Please change your password the first time you log in!
Select the People tab to access your profile.
Change Your Password
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Then select Reset Password to change your password,
or to adjust your profile, select Edit.
Tailor your look to stand out amongst your peers!!
Other customers could be looking for your services Make sure that your view is as complete
as possible by updating your profile!!
Dont Forget!
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Select the Home tab to add your
company logo, include your Business
Overview, and ensure that your trades and
areas of work are all correct.
CBRE/AT&T Service Expectations
Let the store contact person know that you have arrived before beginning any work.
Please ensure your clothing is neat and professional, and work quietly if possible. This is a
professional atmosphere, and our goal is to make sure Store Employees can focus on Retail, not
Facilities.
Please ask permission before taking photos, as there are security issues that need to be taken into
consideration.
It is great to be friendly, but keep discussions brief and professional so not to distract store
employees from their work.
Clean up all messes created by work before leaving a site.
Follow-up with your site contact at the end of the visit, give them an update, advise when youll
return, or ask if the work has been completed to their satisfaction.
Escalate any sensitive issues (such as safety issues, odors, significant client dissatisfaction, visible
mold, site damage from a maintenance project, poor site appearance, etc.) by calling the CBRE Call
Center.
The email invitation to join should already be in your email inbox. If you do
not see it, please let us know at workordernetwork@corrigo.com
Click on the link in the email and follow the instructions
Please register as soon as possible
Next Steps
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http://provider.worktrack.com
CBRE/AT&T:
Work Order Help Desk at 866-512-7138
-or-
Accounting/Billing email ATT-VCAPayments@cbre.com
(if email comes back undeliverable, please try again without the dash between the ATT and VCA.
CBRE will still get the email. Some servers are not set up to process hyphens)
Work Order Network Tech Support:
Call our support line at 800-517-2705
(Or Our Toll Number 469-804-2081)
-or-
Email support@corrigo.com
-or-
Click on the Support link on the login page
Thank You!
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Online Q&A
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WON Quick Tips
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Accidentally Closed/Completed Out a Work Order?
1) Call 1-866-512-7138 immediately and ask them to re-open work order
2) Re-Open the WO in the WON
Reason: While using the IVR sometimes a tech might accidentally close a work order instead of choosing
the Pause option. As soon as you or your tech discovers that the job was accidentally closed out,
please call the ATTHelp Desk @ 1-866-512-7138 and have them re-open the work order. You will also
need to re-open the work order in the WON as well. These steps need to be taken until an update to the
work order system can be implemented which will allow the changing of a completed WO status to be
updated on both sides of the work order system (Both sides of system meaning CBREs Corrigo side
and the Vendors WON side of the system) The update should be implemented towards the end of the
3
rd
Qtr 2014.
Setting a Flag on a Completed Work Order (need to send email to ATTRetail@CBRE.com too)
Setting a flag on a completed work order does not alert CBRE.
For completed WOs that need CBREs attention, please enter detailed log notes in WON and set the
flag (for your reference only) Copy the note, and page into an email and send to
ATTRetail@CBRE.com to alert them of the flag/special request.)
Disputed Invoices Make your corrections, or add your signature page and be sure to click
SUBMIT again, otherwise your invoice will remain in disputed status.
WON Quick Tips
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HOWTOSUBMITAZEROINVOICE
1)ChoosetheInvoice/Editsectionoftheworkorder
2)EnterInvoice#
Youcanusewhatevernomenclatureyoudlikefortheinvoice#(example:NC032414a)NC=nocharge,thedate,
thenanaforthefirstnochargeoftheday,addabforthe2
nd
nochargeoftheday,etc.)
Remember,youcanthaveduplicateinvoice#ssoyoullhavetocomeupwithsomethinguniquethatworksfor
youandthe system. YoucanevenusetheWO#asyourinvoice#ifyoudlike.
3) IntheMATERIALSdescriptionenter thefollowing;
SERVCOVEREDINCONTRACT NOCHARGES
Oryoucan enterCONTRACT/NOCHARGES,orALLCHARGESUNDERPARENTWO
Qty =1
Rate=0.00(Zero)
4)ClickSubmit
5)ChooseRepairandServiceCategoryforZeroNoChargeInvoices
Repair Category=Service
RepairCode=CustomerRequest,ServiceOnly,NoRepairNeeded