cbre-att- vendor training (won - work order network) 5-20-14
DESCRIPTION
Work Order Network CBRE/AT&T Vendor Training DocumentTRANSCRIPT
Work Order Network Training
June 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 WON’s customers will have viewing to each vendors service area’s, scopes of work provided, and overall performance scores
4. Increase accuracy and timeliness of informationProviding “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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Let’s 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 [email protected]
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 theWork 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 anew 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 you’re 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 employee’s 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 [email protected])
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 # you’ll need to enter when prompted.
The phone number for CBRE/AT&T’s 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# 800-476-8004Alt. 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.25
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 [email protected]
Payment / Remittance Information
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Invoice/Payment Questions Send To: [email protected]
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 InvoiceThe 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 [email protected]
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 [email protected]
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 paymentYour CBRE Vendor Sourcing contact will send you specific details on the credit card payment process
When You Connect, All “WON”CustomersWill 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.”
You’re Connected!
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http://provider.worktrack.com
Online Resources
To Log In:
User NamePasswordCompany
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!!
Don’t 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 you’ll 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 [email protected]
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.comCBRE/AT&T:
Work Order Help Desk at 866-512-7138-or-
Accounting/Billing email [email protected](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 [email protected]
-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 order2) Re-Open the WO in the WONReason: 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 CBRE’s “Corrigo” side and the Vendors “WON” side of the system) The update should be implemented towards the end of the 3rd Qtr 2014.
Setting a Flag on a Completed Work Order (need to send email to [email protected] too)Setting a flag on a completed work order does not alert CBRE. For completed WO’s that need CBRE’s 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 [email protected] 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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• HOW TO SUBMIT A ZERO INVOICE1) Choose the Invoice / Edit section of the work order
2) Enter Invoice # You can use whatever nomenclature you’d like for the invoice # (example: NC032414‐a) NC=no charge, the date,then an “a” for the first “no charge” of the day, add a “b” for the 2nd no charge of the day, etc.)Remember, you can’t have duplicate invoice #’s so you’ll have to come up with something unique that works for you and the system. You can even use the WO # as your invoice # if you’d like.
3) In the MATERIALS description enter the following;“SERV COVERED IN CONTRACT – NO CHARGES” Or you can enter “CONTRACT/NO CHARGES, or ALL CHARGES UNDER PARENT WO”Qty = 1Rate = 0.00 (Zero)
4) Click Submit
5) Choose Repair and Service Category for Zero‐No Charge InvoicesRepair Category = ServiceRepair Code = Customer Request, Service Only, No Repair Needed