CBRE-Capital One - Service Vendor -WorkTrack - Users Guide

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Table of Contents

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2014 Corrigo Incorporated

Getting Started 3Accessing Your WorkTrack Service Provicer Account 7Signing Into Your WorkTrack Service Provider Account 7WorkTrack Service Provider Home Screen View 8People Tab Overview 8Changing Passwords 9Adding a New Person (Owner or Management User) 11Edit Email Addresses for Service Request Email Alerts 12Home Tab Overview 13Company Mobile ID 13Editing Your Public Profile 14WON Business Listing 14Company Name and Business Overview 15Company Logo 15Company Contact Information 16Service Area 16Services 17Service Request Tab 17Service Request Views 18Locating Service Requests 18Find Box 18Recent Items 19Service Request Filter Option 19Service Request Column Descriptions 20Service Request Colors 21Icons and Statuses 21Receiving Service Requests via Email 22Receiving a Service Request Inside Your WorkTrack Account 22Accepting a Service Request via Email 22Accepting a Service Request Inside Your WorkTrack Account 22Emergency Service Request Email Alerts 23NTE Amounts and Submitting Quotes (Estimates) 23Service Request Message Functionality 24Set Flag for Customers Awareness 26Printing Work Orders to Take in the Field 27WON Mobile Check-In/Check-Out App 28Completing Work Inside Your WorkTrack Account 29Attaching Documents 30Submitting an Invoice Inside Your WorkTrack Account 31Invoice Disputes 36

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As a preferred service vendor for CBRE / Capital One, youll use the Work Order Network powered by Corrigo to accept, process, and invoice for work performed for CBRE / Capital One.

Youll receive an email from Corrigo that contains a unique link that will start your registration process.

Click on the link and use Internet Explorer or Firefox to start your registration.

Getting Started

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Please confirm that the invitation code is the same as in the invitation email that you received from Corrigo.

Click confirm.

Clicking the confirm button will take you to a registration page.

It is important that you fill it out completely, including Service Area. PIck at least one trade craft under Service Type during the registration process. You can add more later on, once you receive your login credentials.

Under Subscription, please choose from the $5 per work order or $30 per month options. If you choose the $5 per work order option, youll only be charged when you accept a work order that was dispatched and accepted by you. The $30 per month option is a flat fee for vendors averaging six or more work orders per month.

Under Billing Instruction, please enter your preferred billing method, credit card or EFT (shown below)

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Please check the box under Customer Agreement to accept the Terms & Conditions, and click the Join button at the bottom of the registration page.

After submitting the form, please dont use your browsers back button. It may take up to one minute for the registration process to complete.

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When the registration finished, youll see a confirmation page similar to the screenshot to the right.

Simultaneously, youll receive a confirmation email that contains your Sign-In Name, Password, and Company Name, all three which are required to login to your account at https://provider.worktrack.com

Accessing Your WorkTrack Service Provider Account

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Corrigos WorkTrack Service Provider portal is a web-based application and can only be accessed using Internet Explorer. Access your WorkTrack Service Provider account by typing the following address into your internet browser address bar:

https://provider.worktrack.com/

This will bring you to the Work Order Network landing page, and you will see the login field located in the gray box on the bottom right corner of this page as shown on the right.

Signing into Your WorkTrackService Provider Account

Scroll down to the Member Sign In box and enter your login infor-mation (provided when you complete the registration process) as shown below.

1. User Name Type in your user name

2. Password Type in your password

3. Company Name Type in your company name as it appears in your registration email

4. Remember Me You can check the Remember Me box if you would like the system to store your login information


WorkTrack Service Provider Home Screen View

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After successfully logging into your WorkTrack Account, you will be taken to the Waiting on Acceptance view as shown below, which is in the Service Requests tab. This is where you will be spending the majority of your time while working in your WorkTrack Application.

We will address the Service Requests tab, but first, lets work on the other two tabs, People and Home.


People Tab Overview

The People tab is where you can change passwords, add new users, edit contact information, and add or change email addresses for service request alert notifications.

To Change Passwords

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Click the People tab

1. Locate yourself in the list of people and click your name link

2. When your Details Page appears, click the Change Password button

3. Complete the fields in the Change Pass-word form. When you are finished, click the Change Password button.


To Change Passwords

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The user roles all have similar permissions with the exception of who receives service request email alerts.

For This Role The Available Views ArePrimary Service Request Email Alerts

Waiting on Acceptance

Accepted

Completed

Completed: Submitted

Completed: Authorized

Completed: Paid

Cancelled

Management / Owner Waiting on Acceptance

Accepted

Completed

Completed: Submitted

Completed: Authorized

Completed: Paid

Cancelled

The Primary User is the only one set up to control who else can receive email alerts for new work orders. The Primary User cannot be deleted. If another individual is being appointed as the Primary User, the original Primary Users information should be edited and replaced with the new users information.


Add a New Person (Owner or Management User)

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1. On the list of people, click New Person

2. Complete the fields on the Add New Person page.3. When you are finished, do one of the following: a. Click OK to return to the list of people b. Click Add Another to save this person in the database and add another person


Edit Email Addresses for Service Request Email Alerts

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The primary users email address is the address to which email alerts are sent.

Select this user and select Edit to change the Contact Email address to the email address that should be receiving the alerts.

Additionally, if you would like for other addresses to also receive alerts, please add those addresses to the Alternate Email field.

Once this has been configured properly, click Ok to save the changes.


Home Tab Overview

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The Home tab is where you can locate your company mobile ID, and edit your public profile. This profile controls what is seen in the vendor sourcing site used by connected customers looking for services needed within a specific geographical location.

Company Mobile ID

This is a unique mobile ID assigned to your company within the Corrigo Work Order Network for the smartphone Check-in/Check-out application.


Editing Your Public Profile

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You can edit your public profile by clicking on the Edit option, next to your public profile. Here you can edit what potential custom-ers will see when searching for service providers.

WON Business Listing

The WON Business Listing will allow you to make edits to your Company Name and Business Overview, Phone/Fax Numbers, Email Address, Company Website, Service Area, and Services that your company is capable of providing. Just choose the category you would like to make changes to and click Edit.


Company Name and Business Overview

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You can edit how your company name appears and provide an overview of your company in the Business Overview section by entering this information into each appropriate text box. When finished, click Save.

Company Logo

You can upload a computer graphic file of your companys logo by clicking Browse and selecting the picture you want to upload. There are several conditions that must be met for this to work.

1. The size of the graphic file must be 8 megabytes or smaller. 2. The type of file you upload must be represented by one of the following file extensions: .gif, .png, .jpg, or .jpeg.3. The recommended size of the graphic is 130 x 60 pixels. If your file is not sized with these dimensions, WorkTrack will re-size the

file automatically.


Company Contact Information

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Edit your companys contact information. When you are finished, click Save.

Service Area

The service area is the primary geographical area in which your company works. For smaller companies, the service area radius you selected while enrolling may be all you need. If you work in different geographical areas, you may find it useful to click Edit and select all service areas that apply to your company. You have the option to either check the box next to each state (covering the entire state) or click on a state and drill down to select the appropriate counties or Zip codes where your company performs service. Please remember to save all changes.


Services

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If your company provides more service trade categories than you chose during registration, you can add more by checking the box next to all service categories that best describe the services your company performs. When you are finished, remember to click Save.

Service Request Tab

The Service Requests tab is where you will be spending the majority of your time while working in your WorkTrack application.


Service Request Views

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The list of service requests is organized into views to help you keep track of service requests in different phases of completion.

To see the available views, click the View drop-down.

Locating Service RequestsYou can locate a specific service request using either the Find or Recent Items drop-down menus located at the top of the screen.

Find BoxUse the Find box at the top left of the screen to select from a list of search option parameters and locate you service request, as shown below.

Select the More option to choose from more specific search options.


Recent Items

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From the Recent Items box at the top right of the screen, select the drop-down bar to scroll through items recently worked on, as shown below.

Service Request Filter Option

You can filter the list of service requests to help locate the particular service requests you need. You may have the option to filter by Last Action Date, Appointment Date, Status, or Service Request Type. The available filters depend on the current view.

1. To expand and show the filter options, click the grey down arrow next to filter off.

2. The filters available in the current view will appear and you will be able to selectfrom the filter drop-down options.

For example, to filter by date, click the Last Action Date drop-down, and select the date range you are interested in filtering by. After you select one filter, you can refine the results by selecting another filter if needed.

Please remember all filter options applied will remain in effect until they are turned off.


Service Request Column Desciptions

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Column DescriptionSelection Box Check the box next to a Service Request to select it. You can then use the Edit, Set Status, and

Printer-Friendly buttons to take action on the selected item.

Emergency This indicates an Emergency Service Request.Emergency can be set as a priority when the Service Request is created.

Flagged This Service Request needs attention. You can set a flag when you need assistance or want the customer to be aware of important information about the Service Request. If you move the mouse pointer over the flag, a pop-up will tell you the main reason for the flag. To see any additional details entered with the flag, go to the Service Request Details page and review the notes.

Status Icon The status icon shows the state of the Service Request: The shape of the icon indicates where it is in the work flow.When an icon is red, it needs attention.For more information, see Service Request Icons and Statuses (shown below).

Service Request Number This number is assigned to the Service Request automatically when the Service Request is created.Click the Service Request number to go to the Service Request Details page. If you move the mouse pointer over the Service Request Number, a pop-up will tell you the main details about the Service Request.

Customer Click the customer name to go to the Customer Details page and find information about the customer sending you the Service Request.

Created The date the Service Request was assigned to your company.

Due by The date the Service Request is due by.

Completed Date the Service Request was completed.

Total The Total Invoice Amount for the Service Request

Cancelled Date the Service Request was cancelled.

Address The address where the work needs to be done.

Type If your company has multiple Service Request types defined, an abbreviation (often the first letter) of the type shows here.For many companies, R (for Request) is the only Service Request type. For Scheduled work, P (for Preventative) will be the Service Request type.


Service Request Colors

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The colors are derived from the colors of the service request status icons

Service Request Color DescriptionBlue Indicates that the Service Request does not require additional attention. For example, it has

been picked up, someone is en route to perform it, or work has been started and is not late.

Grey Indicates that the Service Request has been completed.

Yellow Indicates that the Service Request needs attention, but not urgently. For example, it may be waiting to be picked up, or it might be paused or on hold, but it is not overdue or late.

Red Indicates that the Service Request needs immediate attention. It is either an emergency Ser-vice Request, it is overdue, or it is flagged in some way.

Icons and Statuses

Icons communicate the status of each service request. An icon changes each time someone takes an action related to that service request. A red icon means that the service request needs special attention.

Icon Status MeaningService Request

This icon appears at the top of the status column on the list of Service Requests. Click it to sort the list alphabetically by status; click it again to reverse the sort.

Emergency The priority for this Service Request is Emergency.

Flagged This Service Request has been Flagged.

Waiting on Acceptance

The Service Request has not yet been accepted. Red: The Service Request is either an Emergency, it has been Flagged, or it is Overdue.

Waiting for Pickup

The Service Request has been accepted, but the work has not yet been started. Red: The Service Request is either an Emergency, it has been Flagged, or it is Overdue.

Picked Up The Accepted Service Request has been Picked Up.Red: The Accepted Service Request that has been Picked Up is either Late, missed the ETA, has been Flagged, or is Overdue.

Work Started The work on this Service Request has been started.Red: This Service Request has been Flagged or is Overdue.

Paused The work on this Service Request has been paused.Red: This Service Request has been Flagged or is Overdue.

Completed This Service Request has been completed.

Payment The Service Request has been either Completed-Submitted, Completed-Authorized, or Completed-Paid.

Cancelled The Service Request has been cancelled.


Receiving Service Requests via Email

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When a customer sends a service request, you will receive an email alert from [email protected] at any email address that you have listed to receive these alerts during the registration and set-up process.

Receiving a Service Request Inside Your WorkTrack Account

The Service Requests tab is where you will be spending the majority of your time while working in your WorkTrack application. The service request will also immediately appear in your WorkTrack account in the Waiting on Acceptance drop-down view status.

Accepting a Service Request via Email

You have the ability to accept the service request by typing the word Accept in reply to the email alert. Please note that accepting via email will also change the status inside your WorkTrack account from Waiting on Acceptance to the Accepted view.

Accepting a Service Request Inside Your WorkTrack Account

Select the Waiting on Acceptance view status and the service request that needs to be accepted. Check the box next to the service request or simply click on the service request number and select the Accept option. This will change the status from Waiting on Acceptance to Accepted.


Emergency Service Request Email Alerts

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Email alerts for emergency service requests are sent every 5 minutes, capping out at 10. Once the emergency service request has been accepted, the email alerts will stop.

NTE Amounts and Submitting Quotes (Estimates)

The service request may contain an NTE, or Not to Exceed amount. If you believe that your price for the services you are going to perform will exceed this amount then you have the option to submit a quote. You can submit a quote by clicking the edit option in the Quote feature.

You will enter the total amount required to perform the work, including an explanation of why the NTE needs to be increased, and then click the Submit button. Please make sure that the service request is not marked complete until the quote has been approved.


Service Request Message Functionality

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1. Click the hyperlink of the work order to view the details screen.

2. From the detail view of the work request, select Send or View in the messages section.

3. This brings you to the Chatter Log screen where you can view recent messages between you and your customer. You can add a new message by simply clicking the Add a new Message button.


Service Request Message Functionality

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4. Enter your message content into the message box. Once youre finished, simply click the Add button.

5. Once you have clicked the Add button, the new message will appear in the Chatter Log history for both you and your customer to see.

6. The new message can also be viewed in the service request detail screen located in the Message section.


Set Flag for Customers Awareness

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If you have any questions regarding the work, use the Messages box on the far right-hand side of the work request, and mark the status with Set Flag so that your customer is aware of your action item.

You will be asked to select a flag reason from a drop-down menu. Include any additional information that may be helpful in the mes-sage box, and remember to press the Ok button.


Printing Work Orders to Take in the Field

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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.

Once you have selected all applicable work orders, simply click the Printer Friendly button, and PDF copies of all selected work orders will generate for you to print.


WON Mobile Check-In/Check-Out App

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The WON mobile app can be used to check in when you arrive at the job site and again to complete the work order when you are finished. Pause functionality is also available in the event that you need to leave the job site or if you are working on a job that will span multiple days. The mobile app can be accessed in the browser on your smartphone by going to checkin.worktrack.com.

To use the app:

You will need your companys mobile ID. The mobile ID can be found in the Home tab in WorkTrack as seen below:

1. Enter your companys mobile ID and your name. Then select Check In.

2. Select the work order that you are working on.3. Click Confirm Check In.4. When finished, enter a description of the work you performed and

click Complete.


Completing Work Inside Your WorkTrack Account

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1. In WorkTrack, select the Accepted View

2. When the technician has complete the work, find the request

3. Select the status icon

4. Choose Complete

5. Enter details in the completion notes field and press OK


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Attaching Documents

Pictures or other documentation can be attached if needed. Simply select the Add button located in the attachment section.

Select the Browse button to locate the file that you are going to attach. Next select an attachment type category from the drop-down menu, and be sure to include an attachment title. When you are finished, press the Add button located on the right side of the screen.


Submitting an Invoice Inside Your WorkTrack Account

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1. Find the completed work order in the Completed View

2. Click the hyperlink to view details

3. Click edit to view invoice



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4. Add line items for labor, parts, or miscellaneous charges

5. Add any other fees; add/edit discounts and tax



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6. If you are a Canadian service provider, simply select from the list of tax options, then manually calculate the total tax amount and enter it into the tax box. Repeat as necessary.

7. When youre finished fillout out and editing your line items and have included all applicable charges, be sure to enter a unique number into the invoice # section.



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8. When youre finished and ready to send the invoice, click the Submit button located at either the top or bottom right-hand side of the invoice screen. (Note: You cant submit an invoice before the request is completed.)

9. Choose both a Repair Category and Repair Code from the dropdown list options that best describes the work you performed, and press OK.



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10. Once you have successfully submitted your invoice, both Submit buttons and the Invoice # section will grey out.

11. To locate a submitted invoice, go back to the Service Requests view drop-down list and select Completed -- Submitted.

12. In the Completed -- Submitted view, you will be able to locate all submitted invoices.


Invoice Disputes

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If your customer flags an invoice as a dispute, it means there is something they want to be either changed or justified. This could be a rate they were not expecting, missing taxes, etc. When this happens, you will need to act to clear the flag.

You will receive an alert at your email notification address, as seen below.

To review the notes and see what is being disputed, simply click the service request hyperlink to bring up the details.


Invoice Disputes

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The Messages section will show all details of what your customer is disputing. If you feel that no changes are necessary, re-spond to your customer with the reasons in the Messages section and resubmit the invoice.

If you see that there is a mistake, however, youll need to make changes. When an invoice gets disputed, its status reverts to Not Submitted so that you can make the necessary changes and resubmit the invoice.


Invoice Disputes

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After you have successfully resubmitted the invoice, the Submit buton will once again turn grey.
