The Site Access functionality improves the on-site experience between technicians and location staff and increases the transparency of the check-in/out process. With Site Access, store users know exactly which technicians will arrive on-site or have already checked in and what services they are performing.
Location employees with the Site Access Mobile permission can use the Site Access module in ServiceChannel Mobile, where they can do the following:
- View scheduled-to-arrive and checked-in technicians
- Verify technicians on-site
- If the badge scanning feature is enabled, scan a technician’s badge to allow them access to a location
- On the home screen of the ServiceChannel Mobile app, tap Site Access.
The screen you land on depends on whether you have access to one or multiple locations:
- (Users with access to one location) You get to the Scheduled tab of the location’s Site Access screen.
- (Users with access to multiple locations) Choose the desired location from the list or on the map. You get to the Scheduled tab of the location’s Site Access screen.
Viewing Scheduled-to-Arrive and Checked-In Technicians
Once you land on the Site Access screen of a specific location, you see the following tabs:
- Scheduled: Lists work orders where the scheduled date is within the next 24 hours as well as assigned technicians (if any). Here, you can see who exactly is supposed to arrive at your location before they get on-site. Once a technician checks in, the work order is moved to the Checked-In tab.
- Checked-In: Contains service requests to which technicians are currently checked in.
On each tab, you can see the following info for each work order:
For both assigned and unassigned work orders:
- Work order tracking number. Tap the number to navigate to work order details.
- Work order status: Check-in Required on the Scheduled tab and Checked-in / Onsite on the Checked-In tab.
- Work order scheduled date and time.
- Provider’s company name. Should the work order be unassigned, you also see the provider’s phone number. Tap the number to call the provider using your mobile phone.
For assigned work orders:
Tech’s photo.
To view the photo in full screen, tap it.
- Tech’s name and phone number
- Provider’s company name and phone number
- Next to Generated: date and time when the tech first checked into the work order
- Status indicating if you verified the technician
- Tech’s name and phone number. To call the technician using your mobile phone, tap the phone number.
- Verified Onsite: Option for verifying that the technician was on-site.
Verifying Technicians
Verifying technicians allows you to confirm that they are those people who were supposed to arrive on-site to service the request and not someone else.
Verification is optional. Multiple employees can verify the same technician.
- On the Checked-In tab, locate the technician whom you saw on-site and want to verify.
- Tap Verified Onsite below their photo.
The technician’s status changes to Verified, and a note is added to the work order indicating who verified the tech.
Scanning a Technician’s Badge
If your company has the badge scanning feature enabled, your admin may set up rules that require you to verify a technician by scanning their badge before they can start servicing the request. Should the badge scanning rule be triggered, a technician cannot check into a work order before having their badge scanned by a designated store employee.
Your admin configures rules that trigger the badge scanning requirement. For example, you may need to scan a technician’s badge if they attempt to check in outside of the acceptable check-in time frame or outside the allowed GPS radius.
When you see that the work order status on the Scheduled tab is Badge Scan Required, it means you need to verify a technician by scanning their badge before they can get to work.
- Tap Scan Badge on the location’s Site Access screen.
- Scan a technician’s badge generated in the ServiceChannel Provider mobile app using the QR scanner.
The technician gets automatically checked in and can start working on the request.
A badge is invalid if it’s not associated with a scheduled work order or a technician at the current location.
