Ordering new work – how it works

The purpose of this document is to outline a standardized process for our new and existing customers to order new work on their REW website, whether it's a template or a custom site. It is very important that all REW customers observe this new format so we can ensure their tasks get into the queue quickly, and completed in a timely manner.

If you would like the REW team to perform work on your website, please use one of the following two options – thank you.

Option A: The Work Orders Forum – This is generally the fastest way to receive an estimate on new work to be performed. We strongly recommend using the work orders forum for all work requests, especially if you require a quick turn around time.

Option B: Contact your sales person – your sales person is also fully capable and more than happy to provide you an estimate on work required. However, due to our very large client base and large volume of requested estimates, it can often take several days for a response. If your request for an estimate is urgent, please select option A and post in the Work Orders Forum.

How are work orders processed? See below for a detailed explanation of how work orders are processed at Real Estate Webmasters. If you have any specific questions, feel free to contact your sales person, or post in the CSR forums.

Work order specifics: A step by step guide

Step 1: Customer requests an estimate on new work
All new work must be estimated – to expedite the process, please provide as many details and specifics as possible when requesting new work. Estimates are based on our team's best estimation of billable hours required for completion, however final billing is based on actual time required to complete the project, so final billing may differ from the original estimate. Estimates must be provided to the customer in writing either via email from your sales person, or posted as a response to your quote request thread in the forum.

Step 2: Customer receives and approves quote
Once a written estimate is received by the customer, the customer must approve the quote in writing via email (to their sales person) or in a forum post.

Step 3: Deposit invoice is sent
Deposits are required for all work orders quoted over one hour. Once a customer approves a quote, billing will send an invoice for 50% of the average quoted time for completion. No new projects may go into the production schedule without a deposit.

Step 4: Deposit is paid / project is created / production team assigned
Once billing receives the deposit, a project is created in our project management system and the team members required to complete the project are assigned. These production team members will contact the customer directly to provide an expected time for completion, or if they require additional information to complete the project. *Please note, any delay in response from the customer will cause delays in the delivery of the completed project. Significant delay in response may result in the project being removed from the production teams' schedule and/or any balance owing for hours completed to date to be invoiced.

Step 5: Project completed, balance due
Once the production team has completed the work order, the customer will be notified and an invoice for the remaining balance on the project is due.