Mobile Live & SA5 Field Technology Guide

🌐 Overview

Richter's Beautification and GreenX Lawn Care operate on one unified technology platform: RealGreen. This platform powers two distinct applications — one for the field and one for the office. Understanding what each application does, who uses it, and how they communicate is essential for every employee.

This manual is your reference for both systems. Technicians will spend most of their time in Mobile Live. CSRs and managers will spend most of their time in SA5. Both groups need to understand the other system well enough to communicate effectively about customer accounts, route status, and service records.

📱 Mobile Live (Field Tablet App)

Mobile Live is the primary field software used by technicians on both Richter's and GreenX divisions. Both brands operate under the same RealGreen platform — the procedures are identical for both.

Mobile Live handles everything that happens in the field:

🖥️ SA5 — Service Assistant 5 (Office Desktop System)

SA5 is the separate office/desktop software used by CSRs and managers. SA5 handles everything that happens in the office:

Access: SA5 is an office tool for CSRs and managers only — field technicians do not need SA5 access.

👥 Who Uses What

🔗 How the Systems Connect

Mobile Live and SA5 are two interfaces into the same underlying database. When a technician completes a stop in Mobile Live:

1. The products applied, condition codes, notes, and upsells are recorded
2. The front office can see these entries in SA5 in real time
3. The customer's invoice reflects what was entered in Mobile Live
4. Management reports pull from the same data

This means:

• Accurate entries in Mobile Live = accurate records everywhere. Mistakes in Mobile Live propagate to invoices, reports, and customer communications.
• Changes made in SA5 affect what technicians see. When a CSR undoes an invoice or reschedules a stop, the technician's route in Mobile Live updates accordingly.

🏠 The Yard — Internal Operations Portal

In addition to Mobile Live and SA5, the company uses The Yard — an internal operations web portal built specifically for Richter's and GreenX employees. The Yard centralizes all the day-to-day tasks that don't happen inside Mobile Live or SA5: daily reports, PTO requests, training materials, field tools, and more.

How to Access The Yard

The Yard is a web app — it runs in your phone or tablet's browser (Chrome, Safari, etc.). No app store download is needed.

1. Open your browser and go to your company's Yard URL (bookmarked on your device or provided by your manager)
2. Enter your 4-digit PIN to log in
3. You'll land on the main dashboard showing your name, role, and quick links

What's Inside The Yard

The Yard is organized into four main sections, accessible from the main dashboard:

Key Forms You'll Use

• TEOD form — Every technician completes this after their last stop, every day. It captures gas purchases, product inventory, truck wash status, equipment condition, and your daily feedback. This is your most important Yard form.
• PTO Request — Submit time-off requests through The Yard. Your manager reviews and approves them here.
• Call-Off Report — If you need to call off for the day, submit this form as early as possible.
• Customer Feedback — Log positive or negative customer interactions for tracking.

The Yard is separate from Mobile Live and SA5. It does not control your route or your stops — it handles everything around the edges of your workday.

Before you can use Mobile Live effectively, you need to be logged in, connected, and oriented. This chapter covers initial setup, login, and interface orientation. Your trainer will walk you through these steps on Day 1, but you are expected to perform them independently by Day 3.

🔑 1. Your Login Credentials

Your Mobile Live credentials are assigned at hire. The office will set up your login before your first day. Confirm with your manager that your login is active before Day 1.

You will use the same credentials each day. Do not share your login with other technicians. Your entries are tracked under your name — if someone else uses your login, their work appears as yours.

🔓 2. Logging In

To log into Mobile Live:

1. Power on your tablet and ensure it is connected to a data network (cellular or Wi-Fi).
2. Open the Mobile Live application.
3. Enter your assigned username and password.
4. The app will load your assigned route for the day.

📷 3. QR Code Input

Some setup tasks require scanning a QR code — for example, pairing a new device to your account or linking to a specific route configuration.

If you are prompted to scan a QR code:

1. Use the scanner function within the Mobile Live app (or your device camera if directed)
2. Hold the device steady over the code until it registers
3. Confirm the information that appears matches your assignment

🗺️ 4. Mobile Live Interface Orientation

When you log in, you will see your daily route — a list of your assigned stops for the day, displayed in the sequence you are to complete them. Key interface elements include:

The Mobile Live Legend

Mobile Live uses icons and color codes to indicate stop status, service types, and alerts. Familiarize yourself with the legend.

🖥️ 5. SA5 — What Techs Need to Know

SA5 is the office system used by CSRs and managers — you do not log into SA5 as a field technician. However, understanding what it does helps you communicate with the office.

• SA5 controls your route — if stops are added, removed, or changed, it happens in SA5 and updates your Mobile Live automatically
• When you complete a stop in Mobile Live, the office can see it in SA5 in real time
• If your work stack doesn't match your tablet, the office made a change in SA5 — check with your manager before leaving

✅ 6. Pre-Route Checklist

Before you leave the yard each morning, verify:

• Tablet is charged (or charging cable is in truck)
• Mobile Live is logged in and route is loaded
• Route has the correct number of stops for the day
• Special instructions on any stops have been reviewed
• Bluetooth printer is paired and test print is successful
• You have reviewed the morning voicemail/email changes (see MAN-LAWN-TECH Ch03)

If any of these items are not working, resolve them before leaving the yard. Troubleshooting a technology issue at a customer's property wastes time and looks unprofessional.

This chapter covers the complete stop-by-stop workflow in Mobile Live — from pulling your route in the morning through completing your last stop. Every technician follows the same sequence at every stop. Learn it, practice it, and make it automatic.

📍 1. Pulling Your Route

Your route for the day is loaded into Mobile Live when you log in. The route is pre-sequenced — your stops are listed in the order the office has determined is most efficient.

Before leaving the yard:

1. Review the total number of stops
2. Scan for any special instructions flagged on individual properties
3. Note any service calls, retreats, or priority stops mixed into the route

🧭 2. Navigating to Properties

Mobile Live includes GPS navigation linked to each stop's address.

1. Tap the navigation button on your current stop
2. Confirm the address matches before pulling up to the property
3. Verify the address visually when you arrive — do not rely solely on GPS

🔄 3. The Stop Production Workflow

Every stop follows this exact sequence. Do not deviate from it.

Step 1: Start Your Timer

When you arrive at the property, start the stop timer in Mobile Live. This timestamps your service window and is used for production tracking.

Step 2: Perform Your Application

Complete the service as assigned (fertilization, weed control, insect treatment, etc.).

Step 3: Enter Products Applied

After your application, enter every product used for that stop. Product codes include:

Weed control is entered per square foot (e.g., 200 ft, 1000 ft).

Critical rule: For every product field that appears in Mobile Live, you are to either enter a valid quantity or clear it with an X. Do not leave unused product fields blank. Blank fields are interpreted differently than a cleared field and can cause invoice or billing errors.

Step 4: Enter Condition Codes

Condition codes communicate the current state of the lawn to the front office and customer. You are to enter condition codes accurately and completely for every stop.

Common condition code categories:

• Account Changes — RP (Raise Price), RM (Re-Measure)
• Application Methods — BLB, BLH, SPB, SPH, SPC, NCT
• Cultural Practices — AH (Adjust Sprinklers), CS (Cut Too Short), DB (Dull Blades), SL (Scalped Lawn)
• Customer Contact — CC (Consulted Customer), NH (Not Home), CR (Happy with Results)
• General Conditions — HET (Heat Tracking), OW (Over Watering), ROS (Time to Overseed)
• Grassy Weeds — CG (Crabgrass), POA (Poa Annua), CF (Course Fescue)

Refer to your Condition Code Quick Reference Card for the complete list. Each code generates a specific customer-facing note — enter only the codes that accurately describe what you observed.

Step 5: Enter Upsell Codes

If you identified an additional service the customer could benefit from, enter the appropriate upsell code. Upsell entries do not commit the customer to anything — they generate an opportunity for the office to follow up.

Common upsell codes include LAR (Liquid Aeration), LDT (Liquid Dethatching), SOL (Soil Conditioner), FUN (Fungicide), and division-specific service codes. Refer to your upsell reference (MAN-LAWN-TECH Ch10, MAN-TREE-TECH Ch04, or MAN-PEST-TECH Ch07).

Step 6: Enter Environmental Conditions

For every stop, record:

These entries are not optional. They are part of the service record and are used for quality tracking, customer communication, and product efficacy analysis.

Step 7: Write Specialist Notes

Specialist notes are your written communication to the customer and the office. They must be:

• Personal — Written as if speaking directly to the customer
• Specific — Reference actual observations ("thinning near back gate," not "lawn looks weak")
• Actionable — Include your recommendation when relevant
• Upsell-aware — If you flagged a upsell code, your note should reference what you observed

Mobile Live includes pre-built quick text templates for common notes. You are to use these templates as your starting point and customize them for the specific property.

Update your technician name in Mobile Live so your name appears correctly on customer-facing documents.

Step 8: Print the Invoice

1. Print the invoice using the Bluetooth field printer paired to your tablet (see Chapter 4)
2. Separate the customer copy from the office copies immediately
3. Place the customer copy in the door hanger bag and hang it at the property entrance
4. Retain office copies for end-of-day turn-in

Step 9: Stop Timer and Move On

1. Stop the timer for the property
2. Confirm all entries are saved before navigating away
3. Move to your next stop

📞 4. Quick Call Log

If an issue arises at a stop that requires follow-up — a customer complaint, a property access problem, a product concern — create a Quick Call Log entry in Mobile Live.

Quick Call Log entries are:

• Flagged for review by your manager
• Used to document issues that need front office action
• Not a substitute for specialist notes — they are for escalation, not routine observation

If you are unsure whether something warrants a Quick Call Log entry, err on the side of logging it. Your manager can dismiss it if not needed — but a problem that was not logged cannot be addressed.

✅ 5. Stop Production Checklist

Use this checklist mentally on every stop until the workflow is fully automatic:

• Address confirmed before pulling up
• Timer started on arrival
• Application completed
• All products entered — unused fields cleared with X
• Condition codes entered (complete and accurate)
• Upsell codes entered if applicable
• Temperature, wind speed, lawn rating entered
• Specialist notes written (personal, specific, professional)
• Invoice printed
• Customer copy placed in door hanger bag at property
• Timer stopped
• Entries saved before leaving stop

Every completed stop requires a printed invoice. The invoice is the customer's receipt and their record of what was applied, what was observed, and what was recommended. This chapter covers Bluetooth printer setup, the printing workflow, and troubleshooting common printer issues.

🔗 1. Bluetooth Printer Pairing

Your field printer connects to your tablet wirelessly via Bluetooth. Pairing is demonstrated by your trainer on Day 1 and should be practiced until it is routine.

Initial Pairing

1. Ensure the printer is powered on and in pairing mode
2. On your tablet, open Bluetooth settings (or the printer settings within Mobile Live if available)
3. Select your printer from the list of available devices
4. Confirm the connection when prompted
5. Run a test print to verify the connection

Daily Reconnection

Most days, your tablet will automatically reconnect to the printer when both are powered on. If it does not:

1. Power cycle the printer (off, wait 5 seconds, on)
2. Check that Bluetooth is enabled on your tablet
3. Re-pair if necessary using the steps above
4. Run a test print before leaving the yard

🧾 2. Printing an Invoice

After completing all entries for a stop (products, condition codes, upsells, environmental data, specialist notes):

1. Tap the Print function in Mobile Live
2. The invoice prints immediately to your paired Bluetooth printer
3. Separate the customer copy from the office copies while the paper is still in hand
4. Place the customer copy in a door hanger bag
5. Hang the bag at the property entrance in a visible, professional location (front door handle, mailbox, or similar)
6. Retain office copies in your truck, organized for end-of-day turn-in

What the Invoice Contains

The printed invoice includes:

• Customer name and property address
• Date of service
• Service type and round number
• Products applied (as entered by you in Mobile Live)
• Condition codes (translated to customer-friendly descriptions)
• Your specialist notes
• Your technician name
• Upsell recommendations (if entered)

📊 3. End of Day Report

At the end of your shift, you are to print an End of Day Report from Mobile Live. This report summarizes your production for the day.

The End of Day Report includes:

• Total stops completed
• Total square footage treated
• Products used summary
• Time on route

After printing the End of Day Report, you are also to complete the TEOD form in The Yard (see Chapter 5 and MAN-LAWN-TECH Ch16 for complete TEOD form details).

📁 4. Invoice Management

During the Day

• Separate customer and office copies at every stop — do not let them pile up
• Customer copies go in door hanger bags at the property
• Office copies stay organized in your truck

At End of Day

• All office copies turned in to the designated location at the shop
• Quick Call Log entries should be verbally confirmed with your manager
• Any unresolved issues from the day should be reported before you leave

🔧 5. Troubleshooting Printer Issues

Beyond stop production, Mobile Live handles your time tracking, route adjustments, and photo documentation. This chapter covers the features you will use to manage your workday outside of the stop-by-stop production workflow.

⏰ 1. Punching In and Out

Mobile Live is the company's timekeeping system. You are to clock in and out through the app — there is no separate time clock.

Clock In

1. Open Mobile Live at the start of your shift
2. Use the designated clock-in function
3. Confirm the timestamp is correct
4. Begin your pre-route preparation

Clock Out

1. Complete all end-of-day tasks (truck cleanup, TEOD form, paperwork turn-in)
2. Use the clock-out function in Mobile Live
3. Confirm the timestamp

The TEOD form (completed in The Yard) includes a confirmation item: "Will you ensure you clock out or have clocked out of Mobile Live?" — this is your final check.

📅 2. Changing Your Scheduled Route Day

If you need to view or work a route for a different day — for example, if you are picking up stops from a different day due to weather or scheduling changes:

1. Access the route management function in Mobile Live
2. Select the date you need to view
3. The route for that day will load

🔄 3. Refreshing Your Route

If stops have been added, removed, or rescheduled during the day (by the office via SA5), you may need to refresh your route in Mobile Live to see the updated list.

To refresh:

1. Access the refresh function in Mobile Live
2. Wait for the route to reload
3. Review the updated stop list for changes

Common reasons to refresh:

• Office added a service call or priority stop to your route
• A customer called to cancel or reschedule today's service
• Manager reassigned stops between technicians

📸 4. Attaching Photos During Production

Mobile Live allows you to attach photos to a stop's record. Photos are valuable for documenting:

• Property conditions — damage, disease, pest activity
• Before/after evidence — showing results of treatment
• Access issues — locked gates, blocked paths, obstacles
• Customer concerns — visual evidence supporting a Quick Call Log entry

To Attach a Photo

1. During stop production, access the photo attachment function
2. Take the photo using your tablet's camera (or select from gallery if already taken)
3. The photo is linked to the stop record in Mobile Live
4. The office and your manager can view attached photos in SA5

Photo Best Practices

• Focus and lighting — take clear, well-lit photos. A blurry photo is useless.
• Context — include enough of the property to show where the issue is (don't zoom so tight that location is unclear)
• Quantity — take as many as needed to document the issue, but don't attach 20 photos of the same thing
• Privacy — do not photograph customers, their personal belongings, or anything unrelated to the property condition

📝 5. TEOD — Technician End of Day

While the TEOD form itself is completed in The Yard (not Mobile Live), it is the final step of your daily Mobile Live workflow. The TEOD form captures:

• Gas purchases and receipts
• Extra product grabbed
• Truck wash status
• Equipment condition
• Signs placed, LCP stops completed, additional services
• Total square footage treated
• Product inventory levels (fert bags, insecticide bags, water tank, hose reel)
• Loading plans for tomorrow
• End-of-day checklist confirmation
• Daily feedback

The full TEOD form (22 fields) is documented in MAN-LAWN-TECH Ch16. Complete it every day — no exceptions.

Technology issues will happen. This chapter gives you the steps to resolve common problems quickly and tells you when to escalate. The goal is to minimize downtime — every minute spent troubleshooting is a minute you are not servicing properties.

📱 1. Common Mobile Live Issues

Route Not Loading

Do NOT leave the yard with no route loaded. Resolve this before departing.

Stop Won't Complete / Save

Data Not Syncing to Office

Mobile Live syncs data in real time over your data connection. If the office reports they cannot see your completed stops:

1. Check your data connection
2. Try moving to an area with better signal
3. Complete your stops normally — data will sync when connection is restored
4. Notify your manager so they know there may be a delay in your entries appearing in SA5

App Crashes or Freezes

1. Force-close the app
2. Reopen Mobile Live
3. Check that your last stop's data was saved (review the completed stop)
4. If data was lost, re-enter it from memory or your notes
5. If the app crashes repeatedly, restart the tablet and try again
6. Contact your manager if the issue persists

🖨️ 2. Common Printer Issues

See Chapter 4 for detailed printer troubleshooting.

🖥️ 3. SA5 Issues

SA5 is an office tool — if something looks wrong with your route or stops, contact your manager. They will resolve it in SA5. You do not need to troubleshoot SA5 yourself.

📲 4. Tablet Care

Your tablet is company property and your primary work tool. Treat it accordingly.

• Charging: Charge your tablet overnight or keep it connected to your truck's charger during the day. A dead tablet means a dead route.
• Protection: Use the provided case at all times. Do not leave the tablet exposed on the truck seat in direct sunlight or rain.
• Cleaning: Wipe the screen with a soft cloth. Do not use chemical cleaners on the screen.
• Storage: Store the tablet inside the truck cab, not in the bed or on top of equipment.
• Damage: Report any damage immediately to your manager. Do not attempt to repair it yourself.

🚨 5. When to Escalate

Escalate to your manager immediately if:

• You cannot load your route and have tried all troubleshooting steps
• The app crashes repeatedly and you cannot complete stops
• Your printer is completely non-functional and you have no backup
• You suspect your login has been compromised
• Your tablet is damaged, lost, or stolen

Do NOT:

• Ask a coworker to log in with their credentials on your device
• Skip entering data because of a technology issue (catch up when resolved)
• Ignore a persistent issue hoping it will fix itself

📋 6. Complete Daily Workflow Checklist

🌅 Morning (Before Leaving Yard)

• Tablet charged and powered on
• Logged into Mobile Live
• Route loaded — correct number of stops verified
• Special instructions reviewed on flagged stops
• Bluetooth printer paired and test print successful
• Morning voicemail/email changes reviewed (manager/office)

📍 At Each Stop

• Address confirmed before pulling up
• Timer started on arrival
• Application completed
• All products entered — unused fields cleared with X
• Condition codes entered accurately
• Upsell codes entered if applicable
• Temperature, wind speed, lawn rating entered
• Specialist notes written
• Invoice printed
• Customer copy in door hanger bag at property
• Timer stopped
• Entries saved

🌇 End of Day

• End of Day Report printed/viewed in Mobile Live
• TEOD form completed in The Yard
• Office invoice copies turned in
• Quick Call Log entries confirmed with manager
• Truck cleaned, equipment checked, product counted
• Clocked out of Mobile Live
• Tablet stored securely and charging

📞 Quick Reference — Key Contacts

Mobile Live uses standardized abbreviation codes for condition reporting, application methods, customer contact, and lawn observations. When you select a condition code, it generates a specific customer-facing description on the invoice. This chapter is your complete reference — use it until the codes are second nature.

🔄 Account Changes

🧪 Application Methods

These codes document how product was applied at each stop. Enter the method that matches what you used.

🌱 Cultural Practices

These codes flag mowing, watering, or maintenance issues observed at the property. Each generates a customer-facing recommendation.

👤 Customer Contact

Use these codes to record who you spoke with (or didn't) at the property.

🌡️ General Turf Conditions

These codes flag broader lawn health issues observed during service.

🌿 Grassy Weeds

These are grass-family weeds that normal herbicides will not control. Document them so the customer understands what they are seeing and what can be done.