Pardee Homes Corrigo System Training Day 1 – Customer Service Reps

1. Pardee HomesCorrigo System TrainingDay 1 – Customer Service Reps Instructor: Mark ChamberlinCorrigo Training Specialist 1

2. Review of Basics Accomplishing task with Corrigo Morning Routine Using Dispatch Board to manage work Updating and synchronizing data on BlackBerry Working Offline How routine work is performed in Corrigo PCI Superintendent Builder's Wallkthrough Backcheck Prep Orientation Evaluations And other related tasks Managing sub contractors Mastering Parent / Child work order process Understanding the PO System Todays Agenda CSR Training – Day 1

3. Review of Day 1 • Work Orders • Creating • Searching • Types of WOs • Monitoring • Basic roles and responsibility • Basic Workflow • Integrating paperwork and Corrigo CSR Training – Day 1

4. Try It! – Day 1 Review • Create an Eval Work Order for one of your H/Os • Include issues with: • Dripping kitchen sink • Loose faucet in Master Bathroom • Flickering light fixture in Living Room • Loose railing on porch • Paint spots on exterior front door CSR Training – Day 1

5. Basic Responsibilities • Conduct Pre Carpet Inspection (PCI) • Ensure that all inspection items are resolved by Construction team • Guide new homeowners through their Orientations • Arrange for Backup as needed • Identify issues • Create and monitor workplans to resolve issues CSR Training – Day 1

6. Warranty Work • Respond to requests for Warranty service • Evaluate work to be done • Createworkplan to complete work • Assign work to Subs • Monitor timely / satisfactory completion of work • Complete documentation CSR Training – Day 1

7. Remember These? CSR Training – Day 1

8. Now You Have This! CSR Training – Day 1

9. Begin your day… • Turnon your BlackBerry • Signon to Corrigo • Make sure you have a data connection • You can tell by the signal strength indicator in the upper right corner Signal Battery CSR Training – Day 1

10. Sign Onto the Web Site • Use the PC in the Construction Trailer or at home • Getting Started - Web • Click on the Corrigo web link (there is a shortcut either on your desktop or in your favorites) • http://training.pardee.corrigo.com • At the Corrigo login page enter • userID = first name and last name with no space (i.e. joesmith) • Password = “Pardee01” all lower case • Company = itest Pardee Homes • Check the box “Remember my ID on this computer” (you won’t be asked again!) • Click on “Sign In” CSR Training – Day 1

11. Check the Dispatch Board CSR Training – Day 1

12. Dispatch Board • The Dispatch Board is a management tool that allows a quick overview of all active WOs in the system • They can be sorted and filtered to target specific information • Some items can be altered directly from the board CSR Training – Day 1

13. Sample Screen – Dispatch Board • All of the essential WO management information is available at a glance CSR Training – Day 1

14. Dispatch Board Statuses • Needs Attention – Something has happened to prevent completion • New – New and not accepted • Open – Accepted • Open – InProgress - work started • On Hold – Waiting for something • Completed – All work is done • Cancelled – WO was cancelled CSR Training – Day 1

15. Needs Attention Status • Access Problem Call Me • Need Mgr. Review Approval • Parts Needed – Follow Up Appt. • Please Clarify Work • PO Approved • PO Declined • Request Reschedule CSR Training – Day 1

16. On Hold • Customer Out of Town • PO Request • Waiting for Estimate • Waiting for Parts • Waiting for Vendor CSR Training – Day 1

17. Things to Watch • Status • Needs Attention: Need you or a manager to do something ASAP. Monitor this closely! Especially PO approvals. • On Hold: There is something stopping work. Watch and get it going again ASAP • Appointments – • If an appointment time has lapsed without work starting, you may want to call the sub • Blank Assignment • If nobody is assigned, nothing is happening! CSR Training – Day 1

18. Dispatch Board Tips / Tricks • Clicking on a header will sort that item by ascending order. Double click descending order. • Clicking on the WO# will takeyou directly to the WO • Hovering over any item will give you the complete text of the field CSR Training – Day 1

19. More Tips… Up Left Triangles • The Up Left pointing triangleswill link into a dialog screen • You can lookup andupdate info i.e. Location or Description CSR Training – Day 1

20. More Tips… Down Triangles • A down triangle indicates a drop down list option • Change assignments • Change priorities • Make or change an appointment CSR Training – Day 1

21. And More Tips… Filters • See just what you want to see using check boxes Just WOs with current appts Quickly cluster like statuses Find parent WOs quickly Track status of subs CSR Training – Day 1

22. Login Screen • Logon to the system • The rep and company should remain static • You will need to typein your password • You should only need to do this once! After that it logs in automatically. CSR Training – Day 1

23. Updating / Synchronizing • Once it connects youwill see a downloadingscreen. Wait fora few moments while this complete. • Do this before leavingthe trailer daily CSR Training – Day 1

24. Try It! • Log onto the system • Get to your MyWork screen CSR Training – Day 1

25. Download Hot WOs to BB • Download the WOs that you know you will need that day onto the BB (in case you are out of range) • How do you know which WOs are Hot? Run a report! CSR Training – Day 1

26. Run Status Report • It will be good to have a fresh list each day of current Work Orders that you are managing • Click on the ReportTab • Select Shared Reports CSR Training – Day 1

27. Select CS Reports • Click on the CSRReports folder • Click on the SubContractorWorkDue report CSR Training – Day 1

28. Report Parameters • Put in the parameters you want to report on. Select Projects to include WO Status – New, Open, etc Timeperiod Your user name Click to generate report CSR Training – Day 1

29. The Report • Here is a sample of this report • You have information re. the WO status (see handout) CSR Training – Day 1

30. Export to Excel • Exporting the report to MS Excel will make it easier to read and sort • Select the Excel option from the drop down and then click the Export button CSR Training – Day 1

31. Open in Excel • The system download an Excel spreadsheet • When you see this dialogue box select Open CSR Training – Day 1

32. Cleanup in Excel • You can use the report as is or clean it up a little bit so that it prints better CSR Training – Day 1

33. Review Report for Hot WOs • NewEvals to schedule? • Look over the report and decide which WOs need attention that day • Overdue appointments on New WOs assigned to subs? • What are the statuses? Which need attention from you or the CSC? • Are there any WO you can complete? CSR Training – Day 1

34. If Out of Coverage Expected… • Go to MyWork screen • Select Offline List • Select the WOs you will need to have access to • Roll to the one you want • Press the SpaceBarto “check” the box CSR Training – Day 1

35. Downloading WOs • Scroll down to near the bottom of the opening screen after you sign on • Select the OfflineList • Check off the WOs thatyou will need to reference today • They will be downloadedto your BB’s memory CSR Training – Day 1

36. Try It! • Download three of the current WOs assigned to you CSR Training – Day 1

37. Working Offline • You can perform the following: • View work order details • Pick up work orders • Complete work orders • Create new work orders • Add item results CSR Training – Day 1

38. What you can’t do offline… • The following functions: • Receiving new work through My Work or Unassigned • Viewing customer details • Viewing WO by Status • Viewing Workload • Using Find WO • Assign or Reassigning WO CSR Training – Day 1

39. Try It! • After downloading the three WOs, take your BlackBerry offline • Minimize Corrigo • Click on the RadioTower Icon • Click on the CorrigoIconto maximize it • Now see what you can andcan’t do with your WOs • Try some of the ones you didn’t download CSR Training – Day 1

40. AM Routine • Turn on and synch BlackBerry • Sign onto PC in trailer • Check dispatch board / calendar • Check My Work • Run appointments report • Run Offline List on BlackBerry CSR Training – Day 1

41. Canceling a WO • The only reason for canceling is if you make a mistake and need to eliminate it • Simply click on the Cancel status button and document why you are doing it. CSR Training – Day 1

42. Deleting a Single Child • If you made an error on a child WO and need to delete it... • Select the DeleteButton in the Parent Work Order Details screen CSR Training – Day 1

43. Deleting – Step 2 • Check the box next to the asset to delet and then click Delete 1 2 CSR Training – Day 1

44. Pre Carpet Inspection • Super schedules 2 weeks before NOC • Using the PC, CSR creates a new WO: • Asset: Lot (use asset browser) • Type: PCI/Backcheck • Description: Superintendents Name • Assigned: Self • Appointment: Date/Time CSR Training – Day 1

45. Sample PCI/Backcheck WO CSR Training – Day 1

46. Conducting the PCI • The PCI will stilluse the old paperforms for the inspection • CSR will give the forms to the CSC • CSC will convert forms into a Corrigo WO CSR Training – Day 1

47. Deliver PCI Forms to Super • Hand over the completed PCIinspectionforms so Super can take necessary actions • Superintendent corrects issues • CSR picks up the PCIform CSR Training – Day 1

48. Try It! • Do two complete PCIcycles • Set up appointments with a Super • Create a 4itemWorkOrder (like the CSC would have done for you) • Schedule a backcheck • Resolve and close the items found • Use appropriate disposition statuses CSR Training – Day 1

49. Managing Builder's Wallkthroughs • You are not responsible for doing the actual walk through with the H/O, the constructionsuper will • You are responsible for making sure work is completed • Items on the Walk will show up as line items on a ParentWO • When you receive a Walk WO, you still need to “pickitup” CSR Training – Day 1

50. Convert Paper… • The CSCs will beconverting thepaper documentsinto multi-itemCorrigoWOs CSR Training – Day 1