Provider Experience - Webinar and FAQ

Owned by Chellie Esters
Last updated: Jan 29, 2021
3 min read

In 2019 we’ve listened, taken your feedback, and worked diligently to develop a number of new products and enhancements that will help make your overall experience on our platform a more productive one. These changes will focus on unifying our applications, simplifying your experience, and providing better support for ServiceChannel users.

This new Provider Experience rolled out in March 2019. See the list of changes below.

Overview Webinar

In March, we hosted a series of Overview Webinars to prepare you for this exciting experience. Please see the video recording below.

Frequently Asked Questions

During the series, a large number of our Valued Providers attended the webinars. Please see the most frequently asked questions below.

Provider Automation - Web Login FAQs

  • Question: Do providers already on ServiceChannel have to register again after March 20th?
    • Answer: No, service providers already registered on ServiceChannel do not have to do so again and can simply log in to access the new provider experience.


  • Question: Will all my web pages previously found in Fixxbook be available in the new Provider Automation (ServiceChannel login)?
    • Answer: Yes. The features and pages you previously found in Fixxbook can now be found in the top navigation or in the Administration page from the top left menu option.


  • Question: Can I manage all my users for ServiceChannel from the new User Management page?
    • Answer: Yes, the new User Management page allows providers to manage their users and access to WOs, proposals, and compliance. Additionally, admins may add technicians and by doing so, an auto-generated PIN number allows users to login.


  • Question: With this new Provider Experience launch, will any of my work order, proposal or invoice processes change?
    • Answer: The new Provider Experience launch will not impact the current processes for your customers.


ServiceChannel Provider Mobile App FAQs

  • Question: Will I be able to create PIN numbers for my technicians and if so, will they be able to see all my work orders?
    • Answer: Yes, on March 20th providers will have the option to add technicians by creating a technician user. This will allow providers to share either the account login details or a PIN number with whichever user you choose. PIN users will not see your work orders, they will still have to search the WO number.


  • Question: When will the older apps go away (GPS Check-in App, CIWO)?
    • Answer: The plan is to give our provider partners two months to work with your technicians and affiliate partners to move over to the new ServiceChannel Provider app. We expect that by the end of May, these apps will shut down.


  • Question: Can current users of GPS Check-in App or CIWO apps use the new apps with the same PIN number login?
    • Answer: Yes, technicians with active PIN numbers can log in to the new ServiceChannel Provider app. As a point of reference, you may want to remind your technicians or affiliate partners of this PIN number in case they forget it.


  • Question: Will technicians be able to create support requests from the new ServiceChannel Provider app?
    • Answer: Yes, technicians will have the ability to create and track support requests they submit to our Support group from the mobile app. As a point of reference, technicians seeking status changes to a WO or NTE increases should follow regular channels as this support is intended only for software bugs.

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