⦿ User Management: New User Role - Power User Lite

To help you provide your users with just the right level of system permissions, we’ve added a new permission level so you may differentiate between ‘power’ users and those who need only limited additional permissions. Thanks to the many customers who suggested this! We agree! 👍🏼

With this new user role, users now may be defined with the following permissions so they may:

• Edit completed work orders

• Edit completed proposals

• View (but not edit) PMs

• Add/remove/change Provider assignment ranks (one at a time only; mass updates are not allowed with this role)

⦿ Status Management: Ability to configure which Statuses allow for Proposal Submission

A new column is added to the admin page for statuses in Service Automation that allows customers to configure which WO statuses allow providers to submit proposals.

⦿ Remodel Dates and Open Dates Displayed on Proposals

Now, you can see both Remodel Dates and Open Dates on the proposal.

⦿ Link to Attachments in Work Order Dispatch Email

For re-assigned work orders, we’ve added a link to attachments in the dispatch email so that your Service Providers can quickly get to the information they need.

⦿ Auto-Reassign Work Order (after Multiple Reschedules)

Rather than waiting on work orders that are continually rescheduled, work orders that have been rescheduled several times may be automatically re-assigned to another Provider. The number of reschedules allowed before a reassignment may be specified.

(Please reach out to your ServiceChannel rep or Customer Support for assistance.)

⦿ Work Order List Filter for Internal/External Providers

To make it easier to see just the work orders you’re interested in, there is a new filter in the Work Order Reports page that allows you to toggle views between work orders for ALL Providers, just those assigned to internal Providers or just those assigned to third-party Service Providers. Thanks to the team at Dierbergs for the idea! 👍🏼

⦿ SMS Text Alerts

In addition to the current method of receiving email alerts upon a new work order dispatch event, you and your Service Providers may now elect to also receive such Work Order Dispatch Alerts via text message. Please reach out to your ServiceChannel account rep today to learn how this can be configured. (See Autocopy Notifications for New Work Orders for more information.)

⦿ Remodel Date on Work Order List View

The 'Remodel Date' is displayed on the Work Order list for any work orders that have a correlating 'Remodel Date' Location Note filled out

⦿ Scheduled Date Changes to Red when Past Due

Now when a provider is late arriving on site with the original ETA, the Scheduled Date turns red, to help you see at a glance which Work Orders are marked as late to arrive.

⦿ Change in how Provider Name Changes and Tax IDs Appear on Work Orders

Currently, if a Service Provider changes its Company Name or Tax ID, its prior work orders update to the new info. Such updates do not maintain accurate historical information, potentially resulting in issues with audit teams. Now, when a Service Provider changes its Company Name or Tax ID, it remains unaffected for existing “Completed” work orders with transferred invoices.

⦿ Mark Invoices as Paid

Users with ‘SC Admin,' 'Super Admin,' and 'Invoice Admin' roles may mark approved invoices as Paid through the User Interface (through both the List View (via the Actions button) and the Detail View) or through the template. Users may mark invoices paid in bulk in the List View and an audit trail exists for all invoices marked as Paid (including user and timestamp).

⦿ Invoice Number Restrictions

If you want to ensure that your ServiceChannel invoices match any existing invoice number requirements you have, you now may impose specific rules on the invoice number format during invoice creation (by Service Providers). Thanks to Kindercare and American Eagle, for both suggesting this! 👍🏼

⦿ Multi-Level Invoicing (MLI) ‘Level Skipping’

To simplify invoice processing and expedite invoice approvals, you may specify an option within the MLI configuration: if an invoice amount is above the approval limit for a given level, the invoice 'skips' that level in the approval workflow hierarchy. Great idea to move approvals along, from the team at CVS! 👍🏼

⦿ Scorecard Updates

To make the Contractor Scorecard more useful, we are simplifying and clarifying performance metrics, and laying the path to showing Service Providers how to improve their performance on our platform:

• To ensure sufficient data for a valid service performance grade, Service Providers who have performed fewer than ten work orders in the prior 12 months will not have a grade assigned. Providers new to our platform are still learning how best to use it, and we want them to have the opportunity to onboard successfully before being formally 'graded.'
  Note: KPI data will still be viewable.

• The Maintenance On-Time Arrival KPI is being removed from the Scorecard.

⦿ Email reply approval for Supply Manager orders

For Supply Manager orders that are above the NTE, approvers can now reply to the dispatch email with "Approve" to automatically reassign the work order to the supplier.

⦿ Video Capabilities

Allows attaching videos to work orders in FTM. Adds the Capture Video button to record a video when a technician is creating a WO or adding a WO note.

⦿ Choose to Search by Local ("My Tickets") or Global ("All Tickets")

When Searching for Work Order, PO Number, or Location in FTM, technicians can decide whether to search either on the tab they are currently viewing or the entire application. This search includes external WOs for which they may have access.

⦿ New Website Unification, Navigation & User Management

We have made a number of changes to improve the Service Provider experience across our web applications. These include a simplified Service Provider organization registration, unified navigation across all Provider apps (Provider Automation and Fixxbook), unified user management with new user roles and personas, technician self-registration and more.

Check out a recording of the overview webinar.

⦿ New ServiceChannel Provider Mobile App

As part of our initiative to improve the experience for Service Providers, we are launching a brand NEW ServiceChannel Provider mobile app (on both iOS & Android) that will provide technicians with new and improved tools to help them deliver great onsite service for our customers.

Technicians may now accomplish actions previously completed across multiple mobile apps (via the GPS Check-in, CIWO, FTM and JobSite apps) from this new, single mobile app (the ServiceChannel Provider mobile app supports all functionality from all these existing apps). The new ServiceChannel Provider mobile app uses our most current & modern user experience, improving technicians' ability to interact with ServiceChannel software from the field.

Check out a recording of the overview webinar.

⦿ New Work Order List & Reports View

To improve usability for Service Providers, we are rolling out a redesigned Work Order List & Reports View. With this release, Service Providers may opt-in and test this new work order management portal, benefiting from detailed and up-to-the-second reports. During this initial period, Service Providers will have the option to use either the new interface or maintain the prior Work Order Report List & Reports View. This option will be available until the prior interface is no longer supported later this year.

⦿ SMS Text Alerts

In addition to the current method of receiving email alerts upon a new work order dispatch event, you may now elect to also receive such Work Order Dispatch Alerts via text message. You can also accept or decline work orders by responding to the SMS Text Alert.

⦿ Scorecard Updates

To make the Contractor Scorecard more useful, we are simplifying and clarifying performance metrics and grades, and laying the path to improve your performance on our platform:

• To ensure sufficient data for a valid service performance grade, if you have fewer than ten work orders in the prior 12 months a grade will not be assigned. When you are new to our platform and still learning how best to use it, we want you to have the opportunity to onboard successfully before being formally 'graded.'
  Note: KPI data will still be viewable.
• The Maintenance On-Time Arrival KPI is being removed from the Scorecard.