Emergency Roadside Work Order Types

Overview

Whether you are managing scheduled services or responding to emergency roadside events, MobiWork gives you the flexibility and speed to create and manage work orders effortlessly. You can generate new work orders within seconds, with the exact location and details of the assignment. For emergency services, you can even request a precise location from the driver via text or email with our "Location Capture" feature.

Our powerful Vehicle Lookup tool lets you auto-populate key details by entering just the last 8 digits of a VIN. For ad hoc requests, simply enter the vehicle data manually. Add service types, breakdown locations, and driver info with ease. Working with contractors? MobiWork supports flexible work order engagement and payment models.

This section will go over some commonly asked questions regarding Emergency Roadside work order types.

Table of Contents

Parts and Services in a Service Work Order

The "Service Work Order" type simplifies your workflow by offering fewer direct actions than other work order types. For instance, the "Parts and Services" action is not immediately accessible in this type. Instead, you can manage parts and services through the "Invoice and Payment" action on the device.

This approach keeps the interface streamlined for service-focused work orders while still ensuring that all necessary functions are available. Any parts and services added to the invoice will automatically populate in the work order's parts and services section.

Adding Vehicles to Work Orders: Predefined vs. Ad Hoc

In MobiWork, work orders can be created for both predefined vehicles under management and ad hoc vehicle requests, giving you flexibility based on your operational needs. When managing predefined vehicles, such as a fixed company fleet or subcontracted units from a leasing/rental partner, you benefit from full vehicle history, better planning, and streamlined maintenance tracking. This mode supports long-term oversight of known assets.

When adding a work order, you can use the "Vehicle Lookup" field to instantly select a vehicle already in your MobiWork account. You can either search by name or by entering the last 4 digits of the VIN. If no match is found, simply enter the vehicle data manually. This process is optimized for speed, even with databases of 100,000 vehicles or more, ensuring rapid, accurate selection every time.

For ad hoc requests, such as one-time inspections or mobile service visits, you can quickly input vehicle details without prior setup, making it ideal for flexible, high-volume environments.

Add Work Order

Regardless of the method that you choose to add a work order, the Add Work Order pop-up window will appear:

In the Add Work Order pop-up window, begin by entering the following information in the "Customer" panel:

The customer profile that the driver is associated with.
The name of the driver who is experiencing the issue.
The driver's phone number and email address.

There are two different ways to add a vehicle for the work order in the "Vehicle" panel. If the vehicle is already in your MobiWork system, you can use the "Vehicle Lookup" field to search for the vehicle by entering the last 8 digits of the VIN. This field is ideal in cases where you are managing a collection of vehicles, such as your own fleet or those managed for a leasing or rental company.

This will auto-populate key vehicle details such as the VIN, plate number, make, and model, thus helping you enter information quickly, even for large fleets.

Alternatively, if this is an ad hoc request, you can still use the subsequent fields to enter information manually:

VIN
Plate number
Plate state
Unit number
Year
Make
Model
Color
Odometer
Company Name
and the company number.

Next, in the "Work Order" panel, specify:

The type of service being requested, such as towing or a flat tire.
The reason for service
Any additional details or context

In the "Breakdown Location / Pick Up Location" panel, you can also input the exact breakdown location; such as the driver's current address or a general location if that is all the driver can provide (e.g., broken down on Main Street, northbound by the old oak tree).

In the "Drop Off Location" panel, you will be able to enter the location where the vehicle will be moved to after picking it up.

When you are done filling in the required fields you can choose to click either the Add button or the Add & Dispatch button.

The Add button will allow you to save the work order information in your records without dispatching it.

The Add & Dispatch button will allow you to save the work order information and dispatch it simultaneously.

The terms found in the Add Work Order pop-up window are defined below:

Name:	Description:
"Driver Name"	The full name of the individual experiencing the issue at the time of service.
"Phone Number"	The driver's primary contact number used for communication during the work order or service.
"Email"	The driver's or customer's email address for receiving service confirmations, updates, or additional communication.
"Parent Customer"	The main account or organization associated with the driver or vehicle; typically used when managing work on behalf of a larger client, such as a fleet or leasing company.
"Vehicle Lookup"	A search field used to find and select a vehicle already stored in the system. Helps auto-fill related vehicle information quickly.
"VIN"	A unique 17-character code that identifies a specific vehicle. It includes information about the car's manufacturer, model, and year.
"Plate Number"	The license plate number assigned to the vehicle.
"Plate State"	The state or country where the vehicle's license plate was registered.
"Unit Number"	An internal or fleet-specific identifier for the vehicle, often used for tracking within large vehicle operations.
"Make"	The brand or manufacturer of the vehicle (e.g., Ford, Toyota, Chevrolet).
"Model"	The specific type or version of a vehicle made by a manufacturer (e.g., F-150, Camry, Silverado).
"Color"	The exterior color of the vehicle.
"Odometer"	Indicates the total mileage of the car.
Company Name	The name of the company.
"Company Number"	The company number.
"Address"	The physical location where the driver is located or where the breakdown occurred. Can be an exact address or a descriptive location.
"Description"	A general location of where the car is located if it is not by a physical address.
"Drop Off Location"	The location where the vehicle will be moved to after being picked up.
"Service Type"	The general category of service requested (e.g., Tow, Flat Tire, Repair).
"Reason For Service"	A brief explanation of why the service is needed (e.g., flat tire, engine failure, locked out).
"Details"	Additional notes or context about the service request that might help the technician prepare or understand the situation better.

Work Order Location Request

Once a work order is generated for emergency roadside service, you can request a more precise location of the vehicle. To do this, open the View Work Order pop-up window.

In the View Work Order pop-up window, click on the Individual Actions button and select either the "Send Location Capture Email to Customer" option or the "Send Location Capture Text Message to Customer" option from the drop-down menu:

For demonstration purposes, be sure to send either the text message and the email to at least one attendee, as well as to yourself, so you can see how the feature works and appears:

The customer will then receive a message prompting them to share their location. Once they accept, their location will be shared. They can also move the pin on their device for improved accuracy:

The customer will then receive a confirmation message, informing them that the location was sent:

The updated location will automatically appear in the work order view and display on the map.

In the "Summary" panel you will notice that the "Breakdown Location" field will now be populated with the customer's coordinates:

Dispatching a Vendor or Contractor

Once the location of the driver or vehicle has been accurately captured, you can use the Dispatch feature to assign a vendor, contractor, or an internal user (if applicable) to the customer.

First, open the corresponding View Work Order pop-up window, then locate the "Scheduling and Dispatching" panel. From this panel, click on the Plus Sign icon to initiate a new dispatch for your users, vendors, or contractors:

In the Dispatch window, select the "User Base Location" dispatch mode:

This window will display a list of the closest available external vendors, contractors, or internal users based on the caller's location. The caller's location is displayed as a star on the map.

You can click on the phone number to initiate a call to the user, contractor, or vendor through RingCentral.

Once the work order is dispatched, the contractor's, user's, or vendor's name, along with the dispatch date and time, will automatically populate on the work order page. The contractor, user, or vendor will also receive an email and text message with the job details:

Executing Work Orders in MobiWork for Vendors and Contractors

There are two ways vendors or contractors can execute work orders in MobiWork:

With option 1, the contractor uses MobiWork solely to receive job information needed to perform the work on-site. Once the work is completed, they manually submit job completion details and a purchase order to the back office for payment processing. Please note that MobiWork does not recommend this method due to potential delays, lack of real-time documentation, and increased administrative overhead.
With option 2, the contractor uses the MobiWork contractor app to manage and complete their assigned work orders. The job is assigned directly through the app and the contractor follows the required Action Items to complete the work in a structured and accountable manner.

Contractor Payments and Invoices

Once the job is completed, the invoicing and payment process can begin. There are several different way to accomplish invoicing and payments with MobiWork and contractors:

The back office reviews the submitted work order, then applies any necessary markup to the invoice. For more information about applying markups to an invoice please see the Add an Invoice page. The invoice is sent to the customer via email or text message. Please see the Send Invoices to Customer for more information on how to send invoices to customers.
Otherwise, the invoice and contractor bill can be pushed directly to QuickBooks Online for seamless accounting. You can use the "Contractor Bills" tab on the Purchase Order List page to keep track of the bill statuses. Once the contractor is paid, update the bill status to reflect the payment has been sent.

Create a Purchase Order on the Web Portal

Once the work order is completed, the Back Office will review the details and initiate a purchase directly from the View Work Order pop-up window:

In the "Contractor Purchase Order" panel, click on the Plus Sign button.

The Add Purchase Order pop-up window will then appear:

In this window, enter the necessary purchase order information:

Start by entering the vendor or contractor name and selecting from the available list.
Add any required parts and services to the purchase order.

The Back Office can then push both the invoice and the contractor bill to QuickBooks Online (QBO) for processing:

To track the status of submitted bills, navigate to the Vendor PO List tab or the "Contractor Bill" tab on the Purchase Order List page:

Note: Vendors typically supply goods or materials and are often linked to purchase orders for parts or equipment. Contractors perform services or jobs and invoice the provider for labor and time spent. When a contractor completes a job, a purchase order is used to record and authorize the expense.

Getting in Touch With Us

If you have any questions or need further assistance, please let us know. We'd be happy to help!