2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 1Prepared for
AT&T Mobility Vendor Onboarding Overview Prepared for: AT&T
Mobility Vendors Due to the competitive nature of this document,
the information contained within is considered to be of a
proprietary and confidential nature and shall not be copied,
printed or otherwise reproduced without the express written
permission of CBRE. Slide 2 2013 CBRE | CONFIDENTIAL &
PROPRIETARY | Page 2Prepared for AT&T Mobility CBRE & ATT
Vendor Partnership Objectives Delivery of improved overall service
delivery and quality Performance of service providers is key to the
AT&T service delivery Meeting service delivery times Value
creation Savings Initiatives Service delivery innovation & best
practice suppliers Protection of the the AT&T Mobility brand
& Management of exposure to AT&T Slide 3 2013 CBRE |
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Mobility Vendor Work Order Process 1 Slide 4 2013 CBRE |
CONFIDENTIAL & PROPRIETARY | Page 4Prepared for AT&T
Mobility Vendor Work Order Process Receive new WO alert email
Accept WO? Reject via email reply or Work Track Accept via email
reply or Work Track Enter ETA & start WO in Work Track IVR In
upon store arrival NTE enough? Submit quote for approval in Work
Track Quote Approved? Complete WO in Work Track Addl Maintenance
Needs? Call Helpdesk to create child WO Y N Y N Y N Y N Get store
manager signature & UID on WO Fax signed WO Field Work
Accounting Submit Invoice: price items, taxes & repair code in
Work Track Invoice Accepted? Y N Receive lump sum payment
authorization email from MasterCard (Thursday) View invoice payment
detail in Work Track (Tuesday) IVR Out upon store departure Slide 5
2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 5Prepared for
AT&T Mobility Work Order Network 2 Slide 6 2013 CBRE |
CONFIDENTIAL & PROPRIETARY | Page 6Prepared for AT&T
Mobility AT&T/CBRE Priority Codes Priority Max Response Targets
(on site) Completion Target Time Emergency/P1Less than 4 hoursLess
than 8 hours Urgent/P2Less than 12 hoursLess than 24 hours
Expedited/P34 Calendar Days9 Calendar Days Routine/P47 Calendar
Days15 Calendar Days Scheduled/P530 Calendar Days38 Calendar Days
All Work must be completed by the response times indicated below.
The clock begins running when the work order (WO) is dispatched and
ends when the work order is closed out in the WON system. The
priority code is indicated on the top right of the emailed WO and
the completion time is listed within the WON. Slide 7 2013 CBRE |
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Mobility Checking in to Begin Work/IVR To begin work it is a
requirement to check in and check out when starting and completing
a job. You can use the IVR tool, the Check In/Check Out app from
your smart device, or have your back office log into the WON and
use the tool. For more information on using the Check In/Check Out
Tool, please visit http://www.workordernetwork.com/cbre-att/
http://www.workordernetwork.com/cbre-att/ If the tech must leave
the store before completion of the WO to obtain a part, the work
order should be paused by using the GPS Check- In/Check-Out or the
IVR has a pause option that can be selected. Slide 8 2013 CBRE |
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Mobility Emergency/P1 Work Orders If your team members do not have
tablets or PDAs your home office should be contacted to make any
required adjustments in the system. P1 Emergency work orders must
be updated within WON to keep AT&T informed of the WO status.
For P1 Emergency WOs, e-mails are sent out every 5 minutes and
stops at 10 emails or once the work is accepted or rejected. If not
accepted within the hour, the automatic e-mails stop and work is
reassigned. The after hours contact information for dispatch on P1
and P2 Emergency should be updated within WON by logging into the
WON system and changing your profile information. Please make these
changes every time there is any changes. All P1Emergency WO should
have initial phone contact. For Emergency work orders requiring an
NTE increase please call the AT&T Retail helpdesk. Slide 9 2013
CBRE | CONFIDENTIAL & PROPRIETARY | Page 9Prepared for AT&T
Mobility WON Adding Contact Information and Attachments Adding
Multiple Email Addresses Edit the Primary User Add email addresses
to the Alternate Email Address Field Uploaded Attachments on Work
Order Only the customer can see the submitted attachment Slide 10
2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 10Prepared for
AT&T Mobility Redirecting WO To redirect a WO contact the
AT&T Retail Help Desk at 1-866-512- 7138. If you are unable to
perform work on a WO it may need to be rejected or redirected. The
AT&T Retail Help Desk will help you evaluate the issue and get
the WO resolved. If a WO is recalled and a vendor has already been
dispatched vendor may invoice for trip charge and any hours worked
prior to rejection. Slide 11 2013 CBRE | CONFIDENTIAL &
PROPRIETARY | Page 11Prepared for AT&T Mobility WO Description
of Work Work Order requests two services Survey Proposal Every work
order received requires investigation, pricing and completion of
work. Check in at site If work can be completed with the NTE
complete and check out If there is a need to leave the site to
generate a quote that time is not considered labor. Place the work
order on hold until NTE is approved and work begins. Slide 12 2013
CBRE | CONFIDENTIAL & PROPRIETARY | Page 12Prepared for
AT&T Mobility Completed Work Orders Fax completed work order in
on the same day the service call is completed. Completed work
orders can also be scanned and uploaded using the attachment
process. Work Order completed No charge Close work order Send a
$0.00 invoice Work Orders received after the due date Contact
CBRE/AT&T helpdesk request the due date be changed Slide 13
2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 13Prepared for
AT&T Mobility Quotes & NTE 3 Slide 14 2013 CBRE |
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Mobility Quotes & NTE Approvals If approved, vendor may
commence work at approved amount and close out WO once complete. If
NTE is not approved vendor will receive a call indicating a
cancellation of WO and work will be reassigned. Once loaded the
appropriate person on the CBRE and/or the AT&T team will review
and approve the quote. If more information is needed to support the
quote an email is sent to the vendor to request information. Quote
Submitted by Vendor Through WON System Work Evaluated by Vendor and
Exceeds NTE Amount Work Order Received by Vendor Slide 15 2013 CBRE
| CONFIDENTIAL & PROPRIETARY | Page 15Prepared for AT&T
Mobility Quotes & NTE Approvals-Contd All quotes that are
submitted for an NTE must be backed up by site investigation. All
initial charges incurred prior to the request for NTE will be paid
even if the additional repair quote is rejected. The technician is
able to charge 30 minutes labor for wait time while the job is
paused. For Emergency work orders or when a tech is onsite and can
complete repairs without additional trip charges being incurred,
please call the AT&T Retail Helpdesk to submit quote for
approval. (Vendor must still submit the quote in WON for approval
in order to invoice. In event that the NTE is not approved, vendor
will be able to invoice for time on site. All invoices must be
entered into the WON system. Slide 16 2013 CBRE | CONFIDENTIAL
& PROPRIETARY | Page 16Prepared for AT&T Mobility NTE
Approvals Dos Do quote work that exceeds NTE prior to beginning
work. In some cases, for high priority work orders, a quote may be
discussed and approved verbally, but will need to be followed up
with an official quote as soon as possible. Do pause WO to get
additional materials. If the materials must be ordered or are on
backorder and this will affect the work getting completed by the
due date, place the WO on hold and update the system with notes. Do
call the Helpdesk immediately and state that you need an urgent NTE
increase approval. This will keep from having to pay for another
trip charge and save AT&T money. Do contact the helpdesk if NTE
has not been approved within one hour of receipt of P1 Emergency WO
call the ATT retail Helpdesk at 1-866-512-7138. Do contact the
store directly if you are unsure of store hours. Do place log notes
in the WO daily if the work is in progress Donts Dont proceed with
work if the NTE has not been approved. Dont submit an invoice above
NTE without an approved quote. Dont proceed with any work or
repairs at a site without a WO number. Dont complete the WO in WON
if the work has not been 100% completed. Dont over communicate with
the store if you are unsure of the problem or length of time to
obtain NTE approval. Slide 17 2013 CBRE | CONFIDENTIAL &
PROPRIETARY | Page 17Prepared for AT&T Mobility NTE When a
vendor submits a quote the work order will automatically be
flagged. The NTE can not be changed onsite-it must go through the
quote process. If a second quote is needed for additional
materials, the vendor will need to contact the AT&T Retail
helpdesk and request CBRE/AT&T to reject the approved quote.
This will open up the Quote feature and the vendor can submit a
revised quote. If a work order is received and has a $0.00 NTE this
signifies that CBRE/AT&T expect that the work is under
warranty. The NTE is a pre-determined amount that CBRE/AT&T
assigns based on the work specialty. Quotes can only be submitted
if the vendor has an open work order. Slide 18 2013 CBRE |
CONFIDENTIAL & PROPRIETARY | Page 18Prepared for AT&T
Mobility Invoicing Process 4 Slide 19 2013 CBRE | CONFIDENTIAL
& PROPRIETARY | Page 19Prepared for AT&T Mobility Invoice
Process In order to submit an invoice work must be marked as
complete within WON (including work category and repair category
please refer to the user manual for instructions). Vendor The
signed proof of service is then uploaded to WON by vendor. Proof of
service is required to authorize payment. Vendor then inputs the
invoice information in for processing. Vendor CBRE receives invoice
to authorize for payment. Authorization is completed and invoice is
exported to Accounting in batches. Each batch is reviewed and sent
to VCA. From receipt of invoice payment typically takes 30 days.
CBRE If there are questions related to invoice status first review
the status in the WON. For additional questions related to payment
please email [email protected] Slide 20 2013 CBRE |
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Mobility Invoicing Invoices can not be submitted without a
completed WO and completed Work Category within the WON system.
Slide 21 2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page
21Prepared for AT&T Mobility Invoice Exception If a WO does not
require payment please complete the WO as normal and submit an
invoice for $0. This will allow CBRE to close out the WO and
Invoice process within WON. Slide 22 2013 CBRE | CONFIDENTIAL &
PROPRIETARY | Page 22Prepared for AT&T Mobility
Invoices/Payments-Frequently Asked Questions Q: Do we only need to
attach the hard copy of the invoice or do you require more
documentation. A: All invoice detail shall be provided in the WON
system. Scanned copies of receipts for material purchases and other
expenses should be included as an attachment to the invoice. Q: We
invoice once a month so if a job exceeds one month do you give us a
new work order for the additional invoices that we need to be
billed? A: Work orders must be completed and store personnel
signature form received by WON before an invoice can be submitted.
Q: After invoice is in Complete Authorized what does "take payment
" mean up in the left corner? Are we supposed to click that in
order to get paid? A: You do not need to click that to get paid. Q:
Is there an ability to do bulk invoicing as we do over 300 pm WO#s
per month. A: Bulk invoicing is available. Please email us at
[email protected] if interested. Q: What do you do if
you have submitted a invoice and need to make changes to it? A: You
will need to contact AT&T Retail helpdesk and ask them to
dispute the invoice. This will open it back up for you to edit. Q:
What is the Take Payment button for on the invoice screen. A: If
you wish to notate the payment has been received, this will allow
you to do so. When the process that Chip described is in place,
this will be filled in automatically. Q: Also is this CITI BANK
payment a "Credit Card" A: So that the vendor can process the
authorization number from the VCA. There isn't an onboarding
process. Each vendor manages this with their bank or credit card
company. Q: How to setup the citi card for receive payment? A:
Please reach out to your bank about getting set up to receive
credit card payments. Alternatively you can look to PayPal or
Intuit. Q: Can we get paid direct deposit, A: No. The VCA program
is AT&T's required method of payment. Q: When submitting an
invoice for payment I received an email from CBRE saying it was
accepted. I have submitted several more invoices since and have not
received an "Accepted" email. Is this customary to receive an
accepted email? A: You should be able to see them in the accepted
status in Work track. Slide 23 2013 CBRE | CONFIDENTIAL &
PROPRIETARY | Page 23Prepared for AT&T Mobility Invoice
Remittance informatio n Invoice remittance information will be
accessible through the work order network in the near future. It is
currently not available, we are working on integrating the two
systems. We hope to have this completed by the middle of next week.
Below is the process you will follow when the integration is
complete. 1. When an invoice is paid, the work order will move to
the Completed-Paid view. 2. After selecting an invoice, you will
see the below on the right-hand side of it: 3. The Payment field is
a link. Clicking the link produces the below. Slide 24 2013 CBRE |
CONFIDENTIAL & PROPRIETARY | Page 24Prepared for AT&T
Mobility Virtual Credit Account Vendor Letter Payments remitted to
vendors through VCA Program Suppliers must have capability to
process/receive a credit card payment. Provide a secure email
address to CBRE-to receive notifications from MasterCard MasterCard
is a secure email which will require a password. The First time you
receive the email you will be prompted to setup a password.
Suppliers will receive a new 16 digit card number each time a
payment is issued. This will be emailed to you directly from
MasterCard and will be sent from [email protected] Slide 25
2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 25Prepared for
AT&T Mobility Insurance Requirements and Vendor Contracts 5
Slide 26 2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page
26Prepared for AT&T Mobility Certificates of Insurance and GRMS
In an effort to strengthen CBREs risk management program and ensure
that we are in compliance with federally mandated laws and
regulations, CBRE has partnered with Global Risk Management
Solutions (GRMS), a Supplier Screening and Certificate of Insurance
tracking and management provider. GRMS is checking for the
following items: Certificate(s) of Insurance Liens, Bankruptcies,
Litigations Disadvantaged Business Certification Search Business
Security Search W-9 Tax Form Collection & Verification Please
contact the GRMS Support Center with any questions regarding the
screening and insurance requirements at
http://support.globalrms.com or 877-616-2739. Slide 27 2013 CBRE |
CONFIDENTIAL & PROPRIETARY | Page 27Prepared for AT&T
Mobility Insurance Requirements Insurance Limit Requirements
General Liability Limits $1,000,000/$2,000,000 Auto Liability
Limits $1,000,000 Umbrella Liability Limits $1,000,000 Workers
Compensation Each Accident $500,000 Each Disease $500,000 Disease
Limit $500,000 Additional Insurance Requirements CBRE Inc.,
AT&T Services, Inc. and their respective affiliates, officers
and employees must be added as Additional Insured's on General
Liability policy. A waiver of Subrogation in favor of CBRE Inc.,
AT&T Services, Inc., and their respective affiliates, officers
and employees under General and Workers Compensation policies.
Insurer must have an A|M Best rating of A- and FSC Class VII or
higher. Slide 28 2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page
28Prepared for AT&T Mobility TERMS & CONDITIONS Slide 29
2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 29Prepared for
AT&T Mobility Performance Evaluations 6 Slide 30 2013 CBRE |
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Mobility Performance Evaluation Criteria CBRE will evaluate
supplier performance and the following factors will be considered :
Cost per work order Work order completion Work order communication
Hourly rate Rework Hours per work order Professionalism Slide 31
2013 CBRE | CONFIDENTIAL & PROPRIETARY | Page 31Prepared for
AT&T Mobility Q&A 7 Slide 32 2013 CBRE | CONFIDENTIAL &
PROPRIETARY | Page 32Prepared for AT&T Mobility CBRE HELPDESK
For the convenience of our vendors the CBRE Helpdesk is available
24 hours a day 7 days a week. A Customer Service Representative can
be reached at 1-866-512-7138 or send an email to [email protected]
[email protected] CBRE/AT&T CSRs can only close out 1 work
order per phone call. When a work order has been flagged, please
wait 30 minutes prior to contacting the AT&T Retail helpdesk.
(If you do not get a response) Who is the accounting contact for
AT&T / CBRE WOs for our region. For accounting related
questions or issues, please send an email to ATT-
[email protected] Who do I contact if I want to be set up as a
vendor of have specific vendor related questions? For all questions
specific to the CBRE process. Please send an email to
AT&[email protected] AT&[email protected]
