These product enhancements will be available from March 25–27, 2025, unless noted.

Open

Accelerate provider upgrades, onboarding, and payments – while getting more done on the go

Announcing powerful new tools to accelerate your provider upgrades, onboarding, and payments – while getting more done on the go.

Learn about all of the exciting updates coming to ServiceChannel soon in the Spring 2025 Product Release webinar on March 18 at 9 AM PT / 12 PM ET. Register now, and we’ll send you the replay in case you cannot attend live.

Highlights

• Coming soon! Pay all your providers with one easy payment. With EasyPay, your Accounts Payable team can pay hundreds of provider invoices with a single payment.

• New! Monitor, upgrade, and onboard providers faster than ever. Keep an eye on performance, customize your recommendations, and put new providers to work in record time.

• Improved! Work faster on the go with the ServiceChannel Mobile app. Stay on top of all your work from your phone with new filters and homepage design.

• Additional updates include: Increase the accuracy of your budget forecasts, save money and improve compliance with refrigerant tracking, complete site audits more quickly, track equipment inventory with help from your providers, and more…

Check out all of the additional updates below:

Coming soon! Pay all your providers with one easy payment

With EasyPay, your Accounts Payable team can pay hundreds of provider invoices with a single payment.

• Reduce the workload for your Accounts Payable team. Save countless hours when you avoid collecting provider payment information, cutting checks, and responding to inquiries.

• Work with as many self-performing providers as you need. Add more providers to your network without overwhelming your Accounts Payable team.

• Reduce your financial security risks. By relying on a trusted partner to send payments, you no longer need to store provider banking information or share yours.

• Providers can choose how to get paid. They have the flexibility to choose their preferred payment method, including electronic payment or check.

How EasyPay works

1. Your approved invoices automatically sync from ServiceChannel to your ERP system, as usual.

2. Your Accounts Payable team makes a single, consolidated payment each period to an FDIC-insured bank account for the amount of your approved invoices.

3. Our EasyPay technology partner, Viewpost, sends individual payments to each provider without delay for their approved invoices using their chosen payment method.

4. Viewpost keeps track of the provider’s payment information for you. Providers that have not enrolled in electronic payments receive checks by mail.

Get started

EasyPay will be available for all customers in May 2025. To learn more and get started with setup, contact your Account Manager.

Open

You just make one consolidated payment for all approved invoices, and then let EasyPay handle the payments for each provider.

EasyPay FAQ

• What does it take to get started with EasyPay?

  • It's easy, of course!

  • As a ServiceChannel subscriber, you just need to add EasyPay as a vendor in your accounts payable system, along with the FDIC-insured bank account where you will send payment.

  • Then your Accounts Payable team can transfer your consolidated provider payment to the EasyPay account on your desired schedule.

  • For detailed instructions, contact your Account Manager or Customer Success Manager.

• Do providers have to enroll in EasyPay to get paid?

  • No, by default providers will receive checks by mail from our EasyPay technology partner, Viewpost, without needing to enroll.

  • If providers opt to enroll with Viewpost, then they have the option of selecting ACH or virtual card payments for faster, more secure transactions with digital remittance tracking.

• What are the costs of using EasyPay?

  • Subscribers pay a fee for using EasyPay based on their number of locations.

  • Providers can receive check payments by mail for no cost, or they can elect to receive electronic payments for a fee.

  • Providers pay $5 per payment for ACH, which can include multiple invoices.

  • Providers pay their normal credit card processing fees for virtual card payments.

• What are the benefits of electronic payments for providers?

  • With electronic payments, providers can track incoming funds and receive them faster, leading to more predictable cash flow and reduced working capital.

  • Electronic payments also reduce the time and effort that providers spend processing checks and reconciling payments.

  • For your business, sending faster payments leads to stronger provider relationships.

New! Monitor, upgrade, and onboard providers faster than ever

We’re making it easier for you to keep an eye on performance and put new providers to work in record time. These key components of the Framework for a Strong Provider Network ensure you get the highest quality, most cost-effective service possible.

Everyone can use Contractor Scorecard to measure performance

When everyone on your team can find insights, it’s easier to monitor service quality at every step – and continuously improve. Now your whole team can see your provider performance insights right in the ServiceChannel Platform. Every user in your account can access the Contractor Scorecard without needing an Analytics license. 

Get started

Go to menu > Contractor Scorecard. For access, users need the new Contractor Scorecard user permission enabled.

Monitor performance of new providers

Testing new providers is an important best practice as part of your everyday operations. Now you can easily track how your newly ranked providers are performing compared to your expectations using a new dashboard in Analytics called New Provider Performance.

If they’re doing well, you can give them more work. Or you can coach them where they need to improve. Either way, it’s vital to reinforce the right behaviors early on for better long-term relationships. 

How it works

• Filter providers based on how recently they were ranked in a new location or trade using the Rank Date, like the last 6 months.

• You can also filter by the provider’s name or other criteria like work order completion date, trade, priority, location, or region.

• See each provider’s ranking date and number of assigned locations, along with their work order volume and invoice amount to date.

• Review a range of key performance indicators (KPIs) from Contractor Scorecard that are early signals of their service speed and quality, including: on-time arrival, one-time visit, check-in, completion time, median invoice amount, proposal submission time, and declines.

• Benchmark the filtered providers against your overall network and against all providers on the ServiceChannel Platform to see how their performance compares on each KPI.

Get started

Go to menu > Analytics > in the navigation menu on the left, select Boards > SC Dashboards > New Provider Performance > and then select the dashboard named Repair KPIs - New Provider Performance.

To benchmark new providers, select Boards > SC Dashboards > New Provider Performance > Benchmarking - New Provider Performance.

Get provider replacement recommendations on-demand

You can now request recommendations to replace a specific existing provider in your network with a different provider that has a proven history of better performance or lower costs, or who may be a better fit for your needs.

This feature expands on the existing network opportunities in Provider Search, which already gives you proactive recommendations for strengthening your network where you have the most room to elevate service or reduce prices.

How it works

• Find alternatives to any provider currently ranked first (primary) for one of your locations.

• Select specific trades and locations where you want to focus, if your incumbent is under-performing in certain areas.

• Select up to two improvement priorities for the optimization — whether it’s faster repair speed, lower costs, higher-quality service, or better engagement.

• Get a list of potential upgrades along with the estimated cost savings or score improvements in around 24 hours after you submit your request.

Get started

• Go to Provider Search and select Request Opportunity.

• Select the provider that you want to analyze for upgrade opportunities.

Identify your highest priority network opportunities

With new filters, it’s easier to focus on opportunities to replace a specific provider or optimize coverage at a specific location, so you can improve service where you need the most help.

How it works

• Narrow down your opportunities with new filter options to select the location, region, trade, or provider that’s the highest priority for you.

• Review recommendations and find out exactly how much you could save or improve.

• Invite new providers into your network quickly and easily right from the opportunity.

Get started

Go to Provider Search and click View All to see all of your current opportunities, then apply  your high-priority filters.

Put providers to work faster with clear onboarding status

Now you can see where providers are in the onboarding process, then act quickly to move them forward with the new provider onboarding status page.

How it works

• See where providers are and accelerate each stage of the process:

  • Invited. View invitations for providers that have not yet accepted.

  • Pending Compliance. Review providers that have not yet completed your compliance requirements.

  • Ready to Accept. Accept providers that have met compliance requirements.

  • Ready to Rank. Rank providers so they can start receiving work.

  • Pilot Testing. Review the results of provider trial periods to ensure they meet your performance expectations.

  • Fully Onboarded. Review the performance of providers in Contractor Scorecard.

• Eliminate delays by tracking incomplete documents, pending approvals, unanswered invitations, and pilot tests in one place.

• The next step is just one button away, so you always know what to do next.

Get started

Go to menu > Compliance (Private Network), and then click the new Onboarding link to go to the provider onboarding status page.

Quickly review provider rates

You can now filter providers in Compliance Manager based on the status of their client rates. This filter helps you quickly find providers that need to enter rates or have them reviewed. You can filter by the following status options:

• Compliant: You have accepted the client rates.

• Noncompliant: The client rates have not been entered or have been rejected.

• Review: The client rates need your review.

Get started

Go to menu > Compliance (Private Network). You will see the Client Rates filter in the Compliance Overview table if you have enabled the Client Rates requirement.

To enable the Client Rates requirement in Compliance Manager, go to the Requirements tab and select the box next to Client Rates in the Basic Requirements section.

Fill key trade gaps in provider coverage

Now it’s easy to find gaps in your provider coverage so you can prevent downtime and protect your brand. The Platform checks to ensure you have providers assigned to key trades, so you can quickly get a provider onsite when you need them — especially for emergency repairs.

How it works

• Easily identify locations with missing or insufficient provider coverage.

• Use Provider Search to find a proven top-performing provider, then invite them into your network and assign them to the locations with gaps.

Get started

Go to menu > Locations & Provider Assignments and click on the filter for assignment gaps.

Improved! Work faster on the go in ServiceChannel Mobile

With new filters and an updated homepage design, we’re making it easier for you to stay on top of all your work with the ServiceChannel app.

• Get quick access to your favorite tools. Jump straight to creating a work order and customize the homepage so your most frequently used items are on top.

• See what needs your attention across multiple locations. Now you can filter for all the work orders in your district or region at once.

• Get more done on the go without returning to your desk. Use the same powerful filters on mobile that you use on desktop and save filters for quick access next time.

How it works

• Tap one button from the refreshed homepage to start creating a work order.

• Personalize your homepage by showing, hiding, and reordering menu items.

• Use new filters to quickly find the work orders that need your attention:

  • Filter by region, district, state, or multiple locations.

  • Filter by extended status, like waiting for parts or pending approval.

• Save filters to your personalized homepage for rapid access.

Get started

Contact your Customer Success Manager to get early access to the improved ServiceChannel Mobile today!

Budget Insights

Increase the accuracy of your budget forecasts

The Budget Insights tool now gives you more accurate budget forecasts by changing when costs are accrued for work that is not yet completed. The projected cost of any open work orders with a past scheduled date will be forecasted in the current fiscal period, rather than a past period. The projected cost is based on the average invoice amount of similar completed work orders.

To get started, contact Support or your Customer Success Manager for help uploading your budget. Then you can view your budget forecast in the Budget Insights Report in Analytics.

If you’re not already using the Budget Insights add-on to see how potential expenses fit into your remaining budget when reviewing work orders and proposals, contact your Account Manager to learn more.

Refrigerant Tracking

Save money and improve compliance with refrigerant tracking

The Refrigerant Tracking tool now performs more rigorous validation of the required dates on refrigerant leak records, so you can strengthen compliance, reduce risks, and significantly save on costs.

It ensures that key dates for repair, initial verification, and follow-up verification are entered by users before leak events can be completed. It also checks that the leak repair date is after the call date and before the work order completion date.

If you’re not already using Refrigerant Tracking, contact your Account Manager to learn more.

Site Planning

Complete site audits more quickly

You can now complete site audits without answering all the questions, while flagging the unanswered items as Not Audited. The unanswered questions are not included in the overall audit score, are clearly marked in reports, and you can always edit them later. This ensures your audits have accurate scores, while giving auditors more flexibility to answer items when the time is right.

To try it out, submit an incomplete audit report and check the box to confirm you want to flag the unanswered questions as Not Audited.

Also, when you are completing a site audit on desktop, you can now see how each item was scored in the past, including the audit date, just like on mobile. This way you can quickly understand how conditions are changing or calibrate your scores.

If you’re not already using Site Planning, contact your Account Manager to learn more. 

Inventory Manager

Track equipment inventory with help from your providers

Providers can now perform cycle counts at your locations, making it easier to manage your inventory of shopping carts and other equipment — and avoid the need to buy a separate solution.

You can schedule planned maintenance work orders that will dispatch providers to service your equipment and report on the number of functional units. Then, when inventory drops below your threshold level, the Platform can automatically generate a purchase request to replenish your stock.

To enable this feature in Inventory Manager, contact your Customer Success Manager.

If you’re not already using Inventory Manager, contact your Account Manager to learn more.

Projects

Keep projects on track with improved filters

You can now filter by multiple values in the Projects, Programs, Tasks, Approval Required, and Budget tabs of the Projects Module. With more powerful filtering options, you can quickly find the projects you’re looking for and keep them on schedule.

To get started, go to menu > Projects, and then select filter values on each of the tabs as needed.

If you’re not already using Projects, contact your Account Manager to learn more.

Work order management

Benchmark your proposal costs against your peers

The supporting intelligence you see when reviewing proposals now includes benchmarking data from all proposals on the ServiceChannel Platform, so you know how your pricing compares to similar work orders in the market.​ When your proposal costs more than the benchmark, you may want to investigate for opportunities to get the work done for a more competitive price.

To get started, go to Proposals in the top navigation menu, then review the updated Proposal Supporting Intelligence section for each proposal. Use these new benchmarking insights along with the AI-powered Proposal Recommendation to guide your approval decisions.

Drag and drop file attachments on work orders

You can now attach files to work orders by simply dragging and dropping them into the attachments area when editing the work order details or adding a note. You can save even more time by selecting multiple files and dropping them all at once.

To try it out, open the work order details or add a note, drag and drop files into the attachment area, enter file descriptions, and then click Save.

New options for filtering by relative date

To help you find the right work orders, proposals, or invoices more quickly, you now have more ways to filter lists by the relative date. New filtering options include: yesterday, past week, past year, and your desired number of past hours.

To get started, go to the work orders, invoices, or proposals list, select the date field you want to filter by from the menu in the left filter panel, and then select the desired relative date range.

Track the projected completion date for work orders

To help you keep track of when providers plan to finish the job, you can now record the projected completion date for work orders.

You or your providers can set the projected completion date while editing any work order. The Platform will ensure that the projected completion date is later than the scheduled date.

Filter for proposals related to the same work order

To help you manage proposals more easily, you can now filter to see all proposals that are related to the same work order, so you can process them all at once.

To get started, go to Proposals in the top navigation menu. Select whether you want to include or exclude related proposals, add any additional filters, and then click Apply.

Organize your work orders with multiple labels

You can now add as many labels to a work order as you need, so you can organize them in multiple groups at the same time. Try using labels for programs, initiatives, weather events, insurance claims, and more. Then you can report on and analyze your work order data by filtering for one or more labels.

To add labels, edit a work order or proposal, then select one or more label names from the Labels menu. You can also add labels from the location dashboard.

Get more relevant feedback with custom questions

You can now create custom feedback questions that are tailored to work order criteria including: location, trade, category, priority, and provider. By customizing the questions for different types of work orders, you can collect feedback that is more relevant and actionable, leading to improved service delivery.

To create custom feedback questions, go to menu > Admin > Survey, click Add Question, enter the question text, and then specify the criteria for which the question applies.

Filter by work order status in the proposal list

A new filter allows you to see proposals based on the status of the work order, such as open work orders with an approved proposal.

Clarify next steps by pinning notes from work order overrides

When a provider assignment override is applied by your location dashboard, you can now have the corresponding work order note be pinned to the top of the list, so your team or provider can quickly identify what they need to do next. For example, if a new location is under warranty and an override assigns the work order to an internal provider for review, then you can pin a note for them asking whether the warranty applies to this repair.

Asset management

Create separate checklists for each asset on a work order

For more effective maintenance and inspections, you can now track separate checklists for each asset on a work order, with checklist questions tailored for each asset type. You get more complete data, because technicians can be required to answer all the checklist questions for each asset before checking out.

To create tailored checklists, go to menu > Admin > Checklists, and check the box to display checklists for each asset. Then, for each checklist question you add, select the asset types where it applies from the dropdown menu.

Platform

Copy location notes to save time

You can now copy location notes from one location to another, saving you time and improving consistency.

To get started, open the location notes for the location to which you want to copy notes, by going to menu > Locations & Provider Assignments > select the location > open the Location Notes tab.

Select one or more checkboxes next to location notes, then click the Copy Location Notes button. Select the location you want to copy location notes from in the dropdown menu, and check the box for Override Location Notes if you want to replace existing note values with the copied notes.