Vendor Workflow

The vendor workflow covers how to work with external contractors and service providers, from initial assignment through completion and performance evaluation.

Vendor Assignment Process

When to Use Vendors

Situation	Use Vendor
Specialized skills required	Yes
Licensed work (electrical, plumbing)	Yes
Warranty service	Yes (authorized)
Staff capacity exceeded	Yes
Routine tasks	Internal preferred

Assigning a Vendor

1. Open the work order
2. Click “Assign” → “External Vendor”
3. Search or select vendor
4. Set due date
5. Add special instructions
6. Click “Send Assignment”

Vendor Notification

When assigned, vendor receives:

• Email notification
• Work order details
• Property location
• Contact information
• Access instructions
• Due date

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Vendor Portal

Vendor Access

Vendors have limited system access:

Can Do	Cannot Do
View assigned work orders	See other vendors’ work
Update status	Access financial data
Add comments	Modify property info
Upload photos	Delete records
Log time	Assign to others

Vendor Dashboard

Vendors see:

• Assigned work orders
• Upcoming schedules
• Status updates
• Communication history

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Work Order Workflow for Vendors

Step 1: Accept Assignment

Vendor receives notification and:

1. Reviews work order details
2. Clicks “Accept” or “Request Reschedule”
3. If accepting, confirms availability
4. Work order moves to “Assigned”

Step 2: Schedule Visit

If not already scheduled:

1. Click “Schedule Visit”
2. Propose date/time
3. Property manager approves
4. Confirmation sent to all parties

Step 3: Arrive On Site

When arriving:

1. Click “Check In”
2. System logs arrival time
3. Status changes to “In Progress”
4. Property staff notified

Step 4: Perform Work

During the visit:

1. Complete required tasks
2. Document with photos
3. Note any additional issues found
4. Track time spent

Step 5: Complete Work

When finished:

1. Click “Complete Work”
2. Fill completion form:
   • Work summary
   • Parts used
   • Time spent
   • Any follow-up needed
3. Attach final photos
4. Submit for review

Step 6: Check Out

1. Click “Check Out”
2. System logs departure time
3. Triggers review process

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Communication

Messaging Vendors

Within the work order:

1. Go to Comments section
2. Click “Add Comment”
3. Vendor is notified
4. Vendor can reply in same thread

Urgent Contact

For urgent matters:

• Call vendor directly (contact in profile)
• Send SMS notification
• Mark message as urgent

Communication Log

All communication is logged:

• Timestamp
• Sender/recipient
• Message content
• Read status

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Quotes and Approvals

Requesting a Quote

For non-contracted work:

1. Create work order with “Quote Required”
2. Assign to vendor(s)
3. Vendor submits quote
4. Manager reviews
5. Approve or negotiate
6. Approved quote becomes work order

Quote Submission (Vendor)

1. Open quote request
2. Click “Submit Quote”
3. Enter:
   • Labor costs
   • Parts/materials
   • Timeline
   • Notes
4. Submit for review

Quote Approval (Manager)

1. Review submitted quote
2. Options:
   • Approve - Proceed with work
   • Request Revision - Ask for changes
   • Reject - Decline quote
   • Request Additional Quotes - Get more options

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Performance Tracking

Rating Vendors

After work completion:

1. Open completed work order
2. Go to “Rating” section
3. Rate on criteria:
   • Quality of work
   • Timeliness
   • Communication
   • Professionalism
   • Value
4. Add comments
5. Submit rating

Performance Metrics

Metric	Description
Avg. Rating	Overall score (1-5)
Response Time	Time to accept assignment
On-Time Rate	% completed by due date
Callback Rate	% requiring return visit
Jobs Completed	Total work orders done

Viewing Performance

1. Go to Vendors list
2. Click on vendor name
3. View “Performance” tab
4. See historical metrics

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Service Contracts

Creating Contracts

For ongoing vendor relationships:

1. Go to Vendors → select vendor
2. Click ”+ New Contract”
3. Enter details:
   • Contract type
   • Services covered
   • Pricing terms
   • Start/end dates
   • SLA requirements
4. Upload signed contract
5. Activate

Contract Types

Type	Description
Retainer	Monthly fee for availability
Per Call	Pay per service call
Maintenance	Regular scheduled service
Emergency	Priority response agreement

Contract Management

Track contract details:

• Pricing terms
• SLA requirements
• Renewal dates
• Spending vs. budget

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Vendor Billing

Invoice Submission

Vendors submit invoices:

1. Complete work order
2. Click “Submit Invoice”
3. Enter:
   • Invoice number
   • Amount
   • Description
   • Attach invoice file
4. Submit for approval

Invoice Approval

Manager reviews:

1. Verify work completed
2. Check pricing matches quote/contract
3. Approve or dispute
4. Mark for payment

Payment Tracking

Status	Description
Submitted	Invoice received
Approved	Ready for payment
Disputed	Issue raised
Paid	Payment processed

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Managing Vendors

Adding New Vendor

1. Go to Vendors → ”+ Add Vendor”
2. Enter details:
   • Company name
   • Contact person
   • Phone/email
   • Address
   • Services provided
   • Certifications
3. Save vendor record

Vendor Categories

Organize by service type:

Category	Services
Plumbing	Pipes, fixtures, water heaters
Electrical	Wiring, panels, lighting
HVAC	AC, heating, ventilation
Pool	Pool service, equipment
Landscaping	Garden, lawn care
Cleaning	Deep cleaning, specialty
Security	Alarms, cameras, access
General	Handyman, multi-skill

Activating/Deactivating

Control vendor availability:

1. Open vendor profile
2. Toggle “Active” status
3. Inactive vendors hidden from assignment
4. Historical records preserved

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Best Practices

Vendor Selection

• Verify Credentials - Licenses, insurance
• Check References - Past work quality
• Compare Pricing - Get multiple quotes
• Review History - Performance in system

Communication

• Be Clear - Detailed work descriptions
• Respond Promptly - Quick approvals
• Document Everything - Written records
• Provide Feedback - Rate after completion

Quality Control

• Inspect Work - Verify before closing
• Address Issues - Report problems immediately
• Track Patterns - Monitor recurring issues
• Evaluate Regularly - Periodic vendor review