2021 R1 Release: Provider Webinar

Provider Webinar Summary

Thank you, Valued Partners, for attending our series of webinars in December and January; we will be sure to include you all on future webinars. We wanted to take a moment to summarize the exciting new developments here at ServiceChannel;

1. Business Growth Coming Soon - we hear you loud and clear, providers want one thing above all else; the ability to grow your business on ServiceChannel. Here is exactly how we are helping you do this:
• New Provider Search - This solution empowers customers with the ability to discover new providers for any market and trade and is driven by benchmarked performance data to ensure the most relevant and best results always appear at the top
• New Invitation Experience - The new invitation flow will give providers more information about the opportunity size (trades, locations, work order counts) to ensure you have all the right information before accepting the invitation.
• New Provider Profile - Performance information is half the story about your company. Customers also want to know more details about what you do and how you do it. The more detailed service information you provide, the easier the choice for our customers. This includes photos, website, after-hours schedule, certifications, licenses, trade specific services and much more.
2. Resolution & Root Cause Codes Available Now - This new solution allows technicians, using the ServiceChannel Provider mobile app, to select from a standardized list of repair and issue cause codes that will help both our customers and providers with benchmarked data later on. We have made this available for select trades to start and expect to grow it to all trades throughout 2021.
3. Notifications Redesign Available Now - We have updated the look and feel of our WO dispatch and new note emails that providers receive every day. These new designs clearly outline the critical information you need before sending technicians to site. Also, you can now click accept or decline right from the email for work order dispatches.

📺.  Click the image below to watch the webinar.

Provider Webinar FAQ

Business Growth - Provider Search

Question: If I get new work through the Provider Search tool, do I pay a higher fee?
Answer: New business growth on ServiceChannel means that providers will pay a higher fee of 5% per approved invoice for the new client work.

Question: Will this fee impact my existing customers?
Answer: No, these fees ONLY apply to work from new clients you received through our Provider Search solution.

Question: What does it mean to be a top ranked provider on Provider Search?
Answer: The top ranked providers are always ranked based on several criteria that factor into the ServiceChannel search algorithm. We leverage performance benchmarked data for the trade and region to ensure the best performing providers for that market appear at the top.

Question: Can we pay to advertise on the new Provider Search solution?
Answer: No, Provider Search is focused on delivering verified business and performance data to our customers and does not allow for paid advertising.

Notification Redesign - New Work Order & Notes Email

Question: If I respond to the new notes email will my response appear on the work order?
Answer: Yes, replies to note emails will appear on the work order.

Question: If my technician attempts to click decline (after I have already clicked accepted) from the dispatch email, will it change the status?
Answer: No, you may only ‘Accept’ or ‘Decline’ the work order once. Anything after that requires an action by logging into ServiceChannel.

Question: My company currently ‘scrapes’ information from the work order dispatch email and adds this into our field service management system. Will I be impacted by this change?
Answer: It is possible that if you are taking data from our emails and automatically adding into your system, you may be impacted. Our recommendation is to touch base with your IT team to make them aware of this and adjust accordingly.

Question: My company is currently XML/API integrated with ServiceChannel, will we be impacted by this change?
Answer: No, integrated partners should see no change to their current process.