ServiceChannel

Asset Management

• Create a comprehensive asset register that include:
  • Basic asset information (e.g. descriptions, serial and model numbers)
  • Locations, sub-locations and asset tag data
  • Asset types and sub-types
  • Lifecycle information (e.g. useful life)
  • Financial information (e.g. historical spend)
  • Contractual information (e.g. warranties)
  • Maintenance information (e.g. associated work orders, schedules)
  • Attached documentation, images and notes
  • Historical asset data
  • IoT-generated data
• Sort and filter asset lists based on a range of parameters, including status, location and date added.
• Maintain a record of in-house and third-party assets within one system.
• Configure real-time IoT solutions to effectively manage different facility components, such as:
  • Waste oil tanks
  • Fuel pumps
  • Doors
  • Refrigeration units or rooms
  • HVAC

Site and Resource Management

• Manage internal staff and external contractors from within the same system.
• Create detailed databases of internal staff, external engineers and service providers.
• Configure location check-in and check-out policies and workflows based on:
  • Geolocation data (e.g. prevent check-in change outside of a specified area)
  • Timings and windows (e.g. configure acceptable working hours)
  • Contractor/employee authorisation (e.g. require QR code/badge scanning at every arrival)
• Facility managers are able to see up-to-date lists of contractors/staff scheduled to be on-site, along with employee profile cards and photos.
• Use rich, highly visual contractor scorecards to evaluate contractor speed, quality and cost across different providers, date ranges, trades and locations.
• Control data visibility and product functionality access using location-specific and role-specific permissions.
• Assess contractor compliance status using a dedicated compliance manager.
• The compliance manager can be configured to provide an at-a-glance summary and access to a detailed breakdown of status across different compliance requirements.
• Different compliance requirements can be allocated different weights/ranks and used to score/assess different contractors.
• Contractors can be placed on do-not-dispatch lists if they don't meet a minimum compliance score.

Job Requests

• Raise job requests via multiple channels, including:
  • Web/desktop system
  • Mobile application
  • Automated alerts or notifications
  • Call centre
  • Third-party platforms or applications
• Create custom request capture forms that include multiple parameters, such as status, relevant asset, location or priority.
• Automatically compare proposed job requests against already logged requests, as well as similar requests that have occurred or been raised recently.
• Insert self-diagnosis and troubleshooting instructions into job request workflows. These scripts are tailored to specific issues and can include text, images and questions.
• Identify whether an asset is in-warranty vs out-of-warranty and route job requests appropriately.

Quotes and Invoices

• Increase the visibility of and automate critical stages of the payment lifecycle, from proposal through to approval and invoicing.
• Consolidate payment information in a central, real-time repository accessible by:
  • Contractors
  • Accounts/finance teams
  • Facility managers
• View all payments across different stages of the lifecycle, including payments that are scheduled, on hold, in progress, paid and flagged for review/inspection.
• Set up multi-level, multi-stage proposal, invoice and payment approval processes.
• Integrate payment and approval processes with third-party ERP and accounting applications.
• Filter payment lists based on:
  • Provider
  • Trade
  • Location
  • Category
  • Scheduled date
• Automate key steps in the payment management process using a range of configurable settings, such as:
  • Payment scheduling and agreed payment dates (daily, weekly, biweekly, monthly etc.)
  • Payment initiation times (e.g. pay one day after scheduling)
  • Accelerated/deferred payments (e.g. pay approved invoices prior to agreed date)
  • Auto-pay thresholds (e.g. automatically pay invoices below a certain amount)
  • Default payment methods (e.g. corporate cards)
  • Applicable discounts/penalties (e.g. optimise to receive early payment discount)
• Use auto-generated recommendations based on historical data and actions to inform decision making. Examples include:
  • Analysing proposals based on previous approvals/rejections and contractor performance
  • Making repair-replace decisions using asset spend, status and lifecycle data
  • Comparing one invoice against those with similar problem codes, providers or trades
  • Auto-filtering for invoicing exceptions, such as rate discrepancies or spend exposure

Work Order Management

• Create comprehensive work orders that include a wide range of information, including:
  • Task descriptions and location
  • Pre- and post-work checklists
  • Creators and assignees
  • Statuses and labels
  • Categories and trades
  • Labour and materials requirements and costs
  • Parent and child work orders
  • Scheduled and expiry/due dates
  • Contractor/employee check-ins and check-outs
  • Notes and attached documents, images and videos
  • Historical work order data
  • Associated projects
  • Associated assets
  • Associated purchase orders, proposals and invoices
  • User/customer feedback and reviews
• Monitor and manage work orders at different stages using work order statuses, such as:
  • Open
  • In progress
  • Completed / pending confirmation
  • Completed / confirmed
  • Completed / confirmed (invoiced)
• Set up automated workflows and assignments for different work orders, such as those concerning specific trades, locations or assets.
• Use checkpoints to automatically block the start of expensive work. Checkpoints can be based on multiple parameters, such as spend limits or the absence of an approved proposal.
• Generate and assign work orders individually and in bulk.
• View all reactive and planned/preventative work order in:
  • A list view
  • A map view
  • A calendar view
  • A detailed 3D floor plan view
• Filter the work order list view, calendar view, map view and floor plan view using a range of criteria, such as status, cost, location, assignee and trade.
• Select locations within the map view and bulk issue work orders to the selected locations.
• Within the map view, it is possible to toggle overlays. These include rain, storm and fire data sourced from nationally/internationally recognised data providers.
• Instantly create work orders in targeted locations by:
  • Dropping a marker on a detailed, 3D representation of a space
  • Selecting an asset on the 3D representation
• Insert post-work review and approval processes, such as completion confirmations, star-based ratings and text comments.

Stock and Inventory Management

• Maintain stock and inventory registers specific to different locations, buildings, rooms and service vehicles.
• Use detailed stock and inventory record cards that include:
  • Part numbers
  • Suppliers
  • Prices
  • Pictures
  • Groupings
  • Associated assets and asset usage
  • Scan codes
  • Quantities and reservations/allocations
• Designate stock or inventory as critical and ensure adequate supplies remain available at the appropriate locations.
• Configure minimum and maximum thresholds, and automate the reordering and requisition processes across multiple locations.
• Easily report on stock and inventory trends, such as regional stock movements or replenishment patterns.
• Create user-accessible catalogues that consolidate the purchasing of assets, stock, inventory and services.
• Replicate an ecommerce experience using a storefront, complete with descriptions and photos.
• Users are able to access and make purchases from punch-out and hosted catalogues.
• Configure a "guided buying" process that ensures facility managers and other staff only make purchases appropriate to their location.
• Control purchasing behaviours with a range of tools, including:
  • Role-based permissions
  • Customisable approval workflows
  • Time, volume and price-based limits

Mobile Management

• ServiceChannel's mobile app is available on Android and iOS devices.
• Ap variants are available for multiple parties, including in-field contractors, employees and facility managers.
• In-field staff or contractors can use "start my day" and "end my day" functions to communicate their availability and to automatically reroute work orders when they're off duty.
• Create, accept, reject, reassign, update and complete work orders whilst in-field.
• Scan asset tags to recall asset information and create work orders.
• Take pictures and videos, and upload attachments to work orders.
• Log labour, such as working, travel and break time, and update work orders with asset, stock and inventory requirements.
• Search and filter work orders based on multiple criteria, including:
  • Priority
  • Status
  • Provider
  • Category
  • Trade
• Save filtered work order list views for later re-use.
• Users are able to raise job requests and access checklists and troubleshooting guides that prevent unnecessary work order creation.
• Review, update and approve work order proposals.
• Collect customer feedback and ratings upon work order completion.
• Receive notifications regarding contractor check-in and check-out, and see a detailed list—including names, photos etc.—of all contractors scheduled to be access a site.
• Complete ad hoc and scheduled audits, checklists and inspections.

Audits, Checklists and Inspections

• Create a library of audits, checklists and inspections for different scenarios, including:
  • Internal standard inspections
  • Statutory or regulatory compliance audits
  • Recurring health and safety audits
  • Maintenance or service checklists
  • Routine tasks
• Create custom audit, checklist and inspection templates, or utilise a pre-built library of existing templates.
• Audit, checklist and inspection templates can be global or location-specific.
• Audits, checklists and inspections include core question formats, such as pass/fail and image/video capture, as well as customisable scoring weights and systems.
• Easily report on, distribute and download historical audit, checklist and inspection data. Example filters include location, date range, score, type and inspector/auditor.
• Create new work orders whilst an audit is in progress.

Maintenance Programmes

• ServiceChannel is compatible with reactive, preventative and predictive maintenance.
• Convert complex maintenance tasks and capital upgrades into projects, which can include:
  • Numerous tasks and projected schedules
  • Asset, stock, inventory and labour requirements
  • Cost projections, controls, monitoring and breakdowns
  • Quote approval processes and statuses
  • Descriptions and projects notes
  • Historical data, such as changes, updates and decisions
• Replicate recurring projects simply and quickly using project templates.
• See all projects in one searchable, sortable list.
• Filter the project list using a range of criteria, such as:
  • Category
  • Project type
  • Budget period
  • Status
  • Location
  • Project manager
• Create location-specific preventative maintenance schedules that utilise different frequencies different providers, and different automated workflows.
• Create maintenance programmes and trigger maintenance tasks based on:
  • Time-based intervals
  • Meter-based intervals
  • Real-time IoT data

Reporting and Analytics

• Utilise interactive dashboards and create reports based on any datapoint within ServiceChannel, including:
  • Work orders
  • Assets
  • Proposals
  • Invoices
  • Locations
  • SLAs and contracts
  • Customers, employees and contractors
• Apply filters to dashboards and reports and drill-down into relevant data for deeper analysis and discovery.
• Configure automatic notifications for when certain metric/KPI thresholds are exceeded.
• Monitor key financial, operational and strategic metrics using standard reports that cover:
  • Volume and spend trends (e.g. work order history by volume, invoice spend insights)
  • Status reports (e.g. work order, proposal and invoice status analysis, work order ageing)
  • Trade and category analysis (e.g. invoice total and average by trade or category)
  • Service provider analysis (e.g. spend reports, feedback analysis, service level)
  • Work order priority analysis (e.g. committed spend, work order volume by priority)
  • Location analysis (e.g. work orders by location, invoice spend by region)
  • Asset analysis (e.g. repair vs replace, resolution time, asset ageing)
• Users are able to manually subscribe to, print, export and share dashboard and report content.
• Automate the generation and distribution of both standard and custom reports.
• Consolidate facilities management data with other non-FM data sources, such as:
  • Real estate
  • Non-FM spend
  • Sales
  • Market research

Third-Party Integrations

• Pre-built integrations with ServiceChannel's technical partners are available. These include:
  • SAP Finance and SAP Ariba (finance, procurement and supply chain management)
  • Astea International (field service management)
  • Intelligent Data Systems (custom facilities management solutions)
  • Microsoft Dynamics (ERP and CRM)
  • KEY2ACT (field service managment)
  • Oracle, Oracle JD Edwards and Oracle PeopleSoft (ERP)
  • Intuit QuickBooks (accounting)
  • Salesforce (CRM)
  • ServiceNow (IT service management)
• ServiceChannel also partners with dedicated solutions providers. These include:
  • Waste Management (integrated environmental solutions)
  • Titan Cloud (environmental compliance and fuel analytics)
  • Canary Compliance (remote fuel tank monitoring)
  • HydroPoint (water conservation)
  • AerisWeather (custom weather-related solutions)
  • Avalara (tax compliance and automation)
  • ECOFIT (health and fitness IoT)
  • GridPoint (smart buildings technology)
  • Phoenix Energy (energy management)
  • Powerhouse Dynamics (energy management)
  • SpaceIQ (space and property management)
  • SmartSense (food and pharma IoT)
  • Checkr (hiring)
  • Dun & Bradstreet (business intelligence and analytics)
  • enTouch (network infrastructure)
  • Adyen (payments management)
  • Siemens (process and manufacturing systems)
• Bespoke hardware and software integrations are available upon request. Bespoke integrations can also be built using ServiceChannel's RESTful API.