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vendor onboarding overview prepared for at t mobility vendors

Vendor Onboarding OverviewPrepared 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.

cbre att vendor partnership objectives
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
vendor work order process1
Vendor Work Order Process

Call Helpdesk to create child WO









Receive new WO alert email

Accept via email reply or Work Track

Enter ETA & start WO in Work Track

IVR In upon store arrival

Complete WO in Work Track






Reject via email reply or Work Track

Submit quote for approval in Work Track

IVR Out upon store departure





Get store manager signature & UID on WO

Field Work




Fax signed WO

Receive lump sum payment authorization email from MasterCard (Thursday)

View invoice payment detail in Work Track (Tuesday)

Submit Invoice: price items, taxes & repair code in Work Track



at t cbre priority codes
AT&T/CBRE Priority Codes

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 WONsystem. The priority code is indicated on the top right of the emailed WO and the completion time is listed within the WON.

checking in to begin work ivr
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
  • 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.
emergency p1 work orders
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 WO’s, 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.
won adding contact information and attachments
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
redirecting wo
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.
wo description of work
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.
completed work orders
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
nte approvals
NTE Approvals
  • Do’s
    • 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
  • Don’ts
  • Don’t proceed with work if the NTE has not been approved.
    • Don’t submit an invoice above NTE without an approved quote.
    • Don’t proceed with any work or repairs at a site without a WO number.
    • Don’t complete the WO in WON if the work has not been 100% completed.
    • Don’t over communicate with the store if you are unsure of the problem or length of time to obtain NTE approval.
  • 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.
invoice process
Invoice Process

If there are questions related to invoice status first review the status in the WON. For additional questions related to payment please email

  • Invoices can not be submitted without a completed WO and completed Work Category within the WON system.
invoice exception
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.

invoice remittance informatio n
Invoice Remittance information
  • 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.

virtual credit account vendor letter
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
certificates of insurance and grms
Certificates of Insurance and GRMS
  • In an effort to strengthen CBRE’s 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 or 877-616-2739.
insurance requirements
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.
performance evaluation criteria
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
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
  • CBRE/AT&T CSR’s 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 WO’s for our region.
    • For accounting related questions or issues, please send an email to
  • 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&