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New Service Call Management
Field service management software typically requires skilled office managers to convert online quote requests into work orders, before they dispatch these service calls to employees.
Our field service management software features a drag and drop field service designer allowing you to dynamically create a workflow of your mobile services with ease.
Visualise how your customers will discover your mobile services when booking online, and set a range of mobile service variables based on technician skill levels, and time to complete each mobile service.
The live availability of each technician based on their geofence, skill level and calendar is then synced in realtime to an online calendar. It’s now easy for clients to book, and it also takes the guesswork out when you admin staff are taking phone bookings or processing work orders. This enhanced workflow reduces your office admin by up to 40%.
Manual job dispatch is achieved via our dispatch board. An easy to view team overview displays staff availability and live locations. Office admin can manually enter a job, then allocate them later once all jobs are entered or, find the next available employee and allocated the jobs as they are entered.
This manual job dispatch feature automatically pulls important data from your services such as total time required, technician skill and service price allowing you to quickly dispatch using these parameters or, override them when required.
Our field service management software quickly white labels and styles your field services, company colours & logo, and creates an online scheduling page on your companies website.
Reduce data entry errors when manually entering service calls into dispatch software, by giving your office managers a simple easy to follow online booking webpage.
By upgrading your customer quote request form to live online scheduling, you’ll instantly see a 180%+ increase in client conversions.
Our on-demand software is suited for companies such as emergency towing, locksmiths, HVAC, doctors, and plumbers. It also suits any service company that requires live location based alerts and client job requests, the same way Uber alerts and schedules their taxi drivers.
Your workforce simply sets their service radius in their field service app, then they will receive on-demand alerts that they can accept, reject or ignore. Office admin also has access to a live dispatch board where they can drag and drop on-demand jobs into their teams schedule.
Office admin can also see the requested jobs clearly plotted on a map and in a live feed that highlights the closest staff member, allowing them to efficiently dispatch staff to these on-demand jobs.
Reduce workforce downtime, and increase profits by efficiently scheduling more service calls. Our field service management software features a hyper efficient service call time generator allowing your management team to set custom start, finish & lunch time variables.
When used with our geofence zone maps, it heavily reduces unpaid downtime commuting between jobs, and inefficient technician route overlap.
This scheduling software feature is perfect for companies from on-demand app startups to large and enterprise businesses looking for a complete dispatch software solution.
Active Service Call Management
Our field service management software allows each of your services to have a unique set and number of quality control photos, for arrival and/or job completion.
When your technicians are completing jobs in their field service app, they are required to upload photos before they proceed to the next step ensuring these photos are always taken. A live office admin photo stream shows each photo when taken, and can be viewed from any job card.
Most field service companies monitor the performance of each employee, and field inspections are costly and time consuming. This field service software feature reduces on-site visits, and in-person technician checks by up to 95% as it clearly highlights your best and worst performing employees without leaving the office. As a result, you only need to manage the lower ranked employees, instead of constantly managing your entire mobile workforce.
Our field service management software allows each of your services to have a unique quality control checklist, for arrival and/or job completion. Service companies use these checklists for safety and important things to remember on the job that are often missed.
Quality control checklists are completed in the field service app, and when activated, a required step to ensure no checklist is ever missed. This data is time stamped when completed and viewable from your office admin dashboard.
This field software feature also helps companies adhere to safety requirements from regulatory bodies such as OSH, OSHA and WHS.
Our field service software has a built in internal rating and feedback system for every job completed to ensure you deliver the highest level of customer service possible. A branded feedback form link is sent in the email receipt, and it is automatically shown via their job tracking screen (See Uber Inspired Client Experience below).
Your office admin dashboard shows these ratings live against each service call, and calculates the average rating of each employee or contractor. Should a low rating occur, an email is automatically sent to your company email so the client can promptly be followed up to minimise public one star reviews, and fix any issues quickly.
This rating system means you you only need to focus on the bottom 10% of your mobile workforce, instead of manually checking 100% of your workforce, making your quality control efforts 10x for efficient.
Employee time is the most important metric when managing a mobile service company. Now you can take the guesswork and hearsay out by GPS tracking every job, and employee in real time.
Manually contacting every client after each service call to ensure they are satisfied can be confronting, and time consuming. However, ensuring your clients are happy is a critical part of your business and client satisfaction can be safeguarded with GPS & Time tracking.
Real time data of your entire mobile workforce is sent from their job tracking app, directly to your online dashboard. Technician ETA’s, arrival and completion times, along with a number of other important time and location metrics are all coded for high accuracy making employee time tracking a breeze.
Multiple active conversations regarding multiple active service calls can become confusing and inefficient.
Now, delivering amazing customer service and staff support is easy with every service call featuring the ability for clients, staff and admin to all communicate on the same thread. Each chat message sent is also labeled in different colours to easily identify who sent which message.
Notifications are sent to staff via mobile app push notifications, client via sms with a link to reply via an online job chat, and admin via browser push notifications.
Service Call Payment Management
Mobile payments in the field can be time consuming and often end up in accounts receivable or bad debt.
Our Refresh Point of Sale (POS) has a unique workflow that almost eliminates the above by linking each service call to a payment via cash, credit card, gift voucher or invoice. Extra services can also be quickly added to the invoice with one tap, and data entry error is eliminated with pricing being synced live from your master pricing list.
Once the payment is complete, customizable and branded tax receipts are sent automatically to your customers making job accounting easier.
Refunds can be issued from your admin dashboard, along with extra receipts.
Product sales can quickly increase your bottom line figures but keeping a live inventory can be time consuming and staff often incorrectly bill products when they’re in a rush in the field.
Now, all of your products are sorted into categories, and searchable with easy to view names, prices and photos. Your pricing is set via your master pricing list and new products or updated pricing is live instantly.
When Refresh Bookings is configured as a contractor model, custom product splits can also be configured for extra encouragement to up sell on a service call.
Our Job Invoice System is integrated in our mobile field service app to issue invoices with ease.
Invoices are issued a unique invoice number, then sent to clients via email where they can be securely paid online by credit card or bank deposit. Invoices can also be configured to be sent to your accounts department instead of clients where they will then send an invoice from external accounting software.
Your office admin dashboard allows you to set invoice due dates, overdue reminders, and track the active status of each invoice. Once paid, a receipt is sent to the client, email alerts are sent to admin (and contractors if configured), and the invoice is automatically marked as paid.
Should Xero Accounting be activated, any invoices created in Refresh Bookings, will sync to Xero. If the invoice is paid via Xero or Refresh Bookings, it will automatically sync as paid on both platforms.
Promotional discounts can be added to jobs in the field service app for repeat clients or special promotions.
Discounts are created in the office admin dashboard where you can set unique codes names, descriptions and dollar value. Total redemptions, one per customer, and percent or price variables can be set for every promotional code.
Field Staff Management
After years of research and development, effective field staff management is the most critical, and the hardest part to optimise in your business.
Our field service mobile app is packed with powerful features that a web experience cannot provide, yet simplified in a failsafe workflow that any level employee or staff member can use.
This mobile app co-ordinates their entire staff relationship with your service company including live tracking and instant push notification alerts.
Rapid staff onboarding is key to any growing business but often a large compliance and time consuming process.
Refresh Bookings has streamlined the process with one form. This form sets important service configurations, and for contractors, it sets up direct bank account payments with their account details, and unique contractor business numbers to be displayed on their tax receipts.
Dispatch software requires an office manager with local knowledge. Often, if “Peter” lives north, and “Paul” lives south, Peter is sent south on service calls and Paul is sent north.
Our field service management software allows you to create geofence zones on a map allowing you to optimize and automate staff dispatch. Now, these geofences automatically minimise unpaid travel time, and maximises daily service appointment availability.
Planning an interstate in intercity expansion? In less than 30 seconds you can be live in a new city or state. Our platform scales with you by allowing you to easily manage multiple cities and time zones.
Job schedules change hourly due to service call delays, employee time off, and extra client requests.
With our field service app you can minimise double bookings and job cancellations by allowing your mobile workforce to set normal working hours in their mobile app, then tailor their schedules on-the-go when situations in the field change.
These staff calendar updates are also time tracked, and can be updated from your office admin dashboard.
The working day becomes inefficient when critical service call tasks are missed.
Work order notes, client and office manager messages, service call details, payment details, job tracking and ETA updates are now combined into a failsafe workflow.
Our field service management software not only saves your technicians and office managers time, but it reduces costly errors on the job by ensuring your services are delivered consistently.
After Sale Service Call Management
Service calls generate data that helps you understand how to deliver a consistent mobile service to your customers, and a high level of customer service.
Our field service management software not only schedules and dispatches your workforce, but it automatically stores deep data from multiple sources in your online CRM and helps you get a better insight into what your customers require.
Ever wondered what happened to that service call you were “guaranteed” to receive or, if your marketing campaign to attract new customers was effective? Now you can use our field service software to better understand your customer behaviour through insights into attempted and cancelled service calls.
To optimise your field service operations, your management team has 24/7 online CRM access on mobile, tablet and desktop.
Securing a new client is the hardest part of your business cycle. The easiest part is converting existing clients to use your services again. Unfortunately 90% of businesses focus on getting new clients, instead of nurturing existing clients.
Often this is due to conventional marketing methods being very time consuming as it requires you to create content, create email and sms lists, and manually maintain a regular marketing cycle. This feature is critical as it continues the sales loop instead of allowing clients to fall out of your net.
Refresh Bookings has developed a simple, yet highly effective set of automatic stay in touch campaigns based on the lifecycle and behaviour of your client that can be adjusted to suit your service company. Once configured, it automatically works with your CRM for maximum client engagement with minimal attention as it quickly becomes your own in-house marketing engine that runs itself.
*Feature available in Nov 2019*
Gift Vouchers are a great marketing tool to increase sales and spread your brand name.
Our field service software allows you to manage and create gift vouchers within your field admin dashboard, and online via a custom domain URL. An expiry date, and unique code is issued with every gift voucher that can be redeemed when scheduling online, or in your mobile field app.
30% of gift vouchers are never redeemed before they expire, and a great addition to any field service business.
*Feature available in Nov 2019*
Nurturing new leads and prospecting to generate new clients is a daily job to ensure your business doesn’t start to slow down. This function of your business is critical as it starts the sales loop, but it’s often done inefficiently as it is time consuming handling leads in different CRMs and spreadsheets and commonly results in double data entry, and lost leads.
With our field service management software, we complete the sales loop by adding leads and prospecting management. Before clients enter your sales cycle, you can add a new lead in your field admin dashboard, add a monetary value, and progress it along your lead funnel as you transform a lead to a paying client.
*Feature available in Feb 2019*
Company Financial Management
Work orders require staff scheduling & dispatch. Completed work orders require mobile payments. Mobile payments require checks that they were billed to the work order correctly. Independent contractors require individual payments & payment summaries.
Our field service automation combines scheduling and payments into an organised workflow with a clear daily list and indicators when any payments are outstanding. This reduces office manager tasks as much as 80%.
Xero Accounting is the chosen accounting software for thousands of businesses word wide as it is an automated solution to your business financial reporting and tax obligations.
Refresh Bookings is a featured app on the Xero platform allowing you to accurately sync your entire business operations with Xero in a couple clicks. Every cash, card and invoice that is processed will live sync with Xero. Xero will also sync your Refresh Bookings contacts, products and live syncs any paid invoices either externally on Xero, or locally on Refresh Bookings.
Now, itemised Refresh Bookings transactions are available in Xero including the Refresh Bookings platform fee for each transaction, reducing your annual accounting costs and audit liability.
*Quickbooks & MYOB Accounting Sync Coming Feb 2019*
Contractor payroll for services performed on behalf of your company can be extremely time consuming and often ends up in large overdue invoices, and lost income when accounting for every job performed.
With our field service software, you set the commission percentage split you pay your contractors. Our system calculates a live balance owed to each contractor, then automatically processes weekly payroll depositing funds direct into their bank accounts. Full itemised weekly emails are sent to each contractor, and they can also view their live balance, and weekly history from their mobile field service app.
A full contractor job history is available anytime in your field admin dashboard, where you can also manage any deductions against their services performed, carry forward any owing balances to you, and stop any automatic payments.
This payroll system has been optimised for contractors, and franchisee payroll.
Understanding your live financial position for the day, week, month and year can be hard to track and sometimes ends up in disappointing financial results.
Now you can view realtime data of the exact income your field service business will receive. This data can be broken down to a staff and job level to easily track extra products sold and discounts applied to your services.
A live available payout balance shows what will be paid to your company bank account every Thursday, based on a weekly Mon – Sun pay cycle. *Early payout feature coming Nov 2019*
Analysing the performance of your field service company can unlock extra income and highlight delivery bottlenecks for improvement.
However, when using a range of business software and tools, accurate reports are hard to generate as the software generally doesn’t talk to each other.
With Refresh Bookings, we have 50+ datasets at your fingertips that are ready to be exported and analysed by your team. Analytics from the highest ranked staff member to the average travel time to your service call are available.
Uber Inspired Client Experience
Amazon and Uber have defined the ultimate customer ordering, delivery, and tracking experience making it hard for service companies to meet customer expectations.
Our field service management software sends branded SMS messages containing a link for your customers to view and live track their service call. Now, each service call is branded with your company colours and logo in a mobile app like experience.
Our live job tracking not only reduces your daily office workload, but it increases your customer repeat rate by providing a world class customer experience.
Protect the brand image of your service company, and avoid customer complaints by ensuring your mobile tradesman communicate professionally at all times.
Our field service management software guides your tradesman to communicate professionally in their field service app with customizable canned responses. When clients reply to their SMS messages, live push notifications to staff are sent, ensuring important messages reach your tradesman quickly in their field service app.
Your office managers can also monitor and message each job thread via their field service management dashboard on their desktop computer or mobile devices.
Introducing a native app experience to your clients adds value to your brand, increases a clients lifetime value, and increases their repeat rate.
Your client mobile app is branded with your company colours and logo throughout, and can be customised at anytime, live from your field admin dashboard. Your client app also live syncs your services, pricing, service availability, and products from your field admin dashboard.
Client mobile apps reduce your marketing costs due to an increase in client data. When clients log in but don’t book a service, you still collect their contact details. The average website only retains 5% of the visitors contact details, and only when they book a service. Free push notifications can be sent directly to all your app clients, and clients who haven’t booked a service yet can also be targeted directly.
Client Mobile apps reduce field payment time, reduce last minute cancellations, and increase brand confidence, thanks to the ability for your clients to save their credit card details in your app. When your service is complete and it’s time for payment, your staff already have a secure payment token saved against that job, making payments easier and faster.
*This app is an enterprise upgrade, and not included with our business packages. Available Jan 2019*
Use Your Company Branding
Place your service company logo on display for your employees, staff and contractors to view every time they log in.
Brand every push notification with your company name to personalise the mobile app experience for your workforce.
Brand their mobile app service screen with your company logo, main company service, and their services.
All updates can be made from your field admin dashboard, and are pushed live to your staff apps instantly.
Brand the online scheduling experience for your clients and office mangers with your company logo, colours, URL and services.
Online scheduling design can easily be edited live in your field admin dashboard.
Brand the customer experience further with the webpage domain url by directing clients to a secure sub domain of your website, not ours. EG book.yourcompany.com not yourcompany.fieldrefresh.com. This highly advanced URL feature was inspired by Shopify, and is available with a couple clicks in your field admin dashboard.
Brand every email sent from our platform with your company name and reply email address.
Emails to staff and clients including, invoices, receipts, new staff, forgotten app passwords, are all branded with your company colours, logos and details.
For increased email delivery rates, Refresh Bookings uses a dedicated IP address, properly authenticated email protocols, and scores a high 9.3/10 for email spam avoidance.
Enhance your brand image with professional, branded SMS messages.
Every SMS sent to your clients will automatically contain service details such as job info, job eta and the job address. SMS messages will also be branded with your staff members name, your company name, and contain a short link to reply and live track the service call.
This branded SMS feature is available as soon as your field service account is active.
Extra Field Service Software Features
Sometimes field services aren’t performed solely at the clients location, and they require an extra pricing variable.
This pickup and drop off software feature was designed for vehicle towing, taxis, delivery, and scooter hire companies that need to add an extra charge on to the service call for travel distance, travel time and/or toll road charges.
Our pickup and drop off software has been optimised with Google to factor in two variable pickup and drop off locations or, fixed sites such as towing yards or delivery depots.
Service Crew Scheduling becomes a time consuming process where your office manager needs to remember how many staff are required for each service, and who will be the foreman on the job.
With our service crew scheduling feature, you set how many staff are required per service, then promote staff to foreman status in their company profile. Now, when crews are required for a specific service, the system automatically calculates the required service time, how many staff are required, and only displays which staff are available for that required time frame.
Your client can still live track and receive foreman job status updates as the foreman will be responsible for job billing and communication. The current job status of the support crew can be individually tracked in the field admin dashboard, and should any of the support crew call in sick, their roles can be re-assigned to other staff.
Field service companies are often restricted by how far they can travel before they have to charge extra, or decline the service call.
Our geofence surge pricing feature seamlessly allows companies to draw geofence surge zones on a map to automatically offset standard pricing. This extra surge pricing can be set be be invisible to clients, or show as an extra charge in the summary before booking a service call.
This geofence surge pricing feature is extra effective during on-demand service calls where your team isn’t restricted by scheduled times, and are happy to travel anywhere as long as the extra travel cost is accounted for.
*Feature available Mar 2019*
Membership billing and discounts increases your regular income, and it encourages your members to stay loyal to your brand.
Our membership billing and discount feature auto bills your members on a regular cycle, and unlocks special discounts against their client profile. These discounts can be set unique to each service, and are automatically applied when the system identifies that the client trying to book has a membership with your service company.
Some field service platforms refer to this feature as Agreements. Refresh Bookings can handle the agreement billing, scheduling and dispatch process automatically from start to finish.
*Feature available Feb 2019*
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