Summer 2025 Product Release

Highlights

• New! Increase technician productivity with Dispatch Board. Visually assign work and give techs a clear calendar, so every hour counts.
• New! Avoid work order delays with ServiceChannel AI (Beta). Flag miscoded trades, low NTEs, and multi‑visit risks the moment a work order is created.
• New! Pay all your providers with one easy payment. EasyPay cuts your Accounts Payable team’s workload to minutes.
• Improved! Work faster on the go in ServiceChannel Mobile. Stay on top of all your work when away from your desk with new filters and a customizable homepage.
• Updated! Stay ahead of new refrigerant regulations. Automatic support for the 15‑pound threshold helps you stay in line with new 2026 EPA and state rules
• Additional updates: Follow work orders so you don’t miss critical updates, set pass/fail criteria for compliance checklists, see the bigger picture of your budget status, and more…

New! Increase technician productivity with Dispatch Board

If you manage a team of internal technicians, then you’ve been able to use the Field Tech Manager module to automatically assign work orders to techs based on the trade or location.

But when technicians had a queue of work orders assigned, it could become unclear what jobs they should tackle first and difficult to manage their workload.

That’s why we are adding a new Dispatch Board to Field Tech Manager on the web, plus a new My Schedule view for internal technicians in the ServiceChannel Provider app.

Now you have a clear way to assign and schedule work for your internal technicians. And your techs have a simple calendar that shows what job to do next, so they don’t have to guess.

How Dispatch Board works

• Prioritize the most important jobs. Easily assign and schedule the most urgent work orders on a daily calendar.
• Keep work on schedule. See the status of work at a glance with color-coded tiles. You can even group techs into crews for handling certain jobs.

How My Schedule works

• Simple calendar view for techs. The ServiceChannel Provider app includes a new My Schedule view, so techs can see their schedule of assigned work orders for each day of the week.
• Jump straight into action. Techs can quickly tap on a work order from My Schedule to get directions or check-in to start tracking time.

Benefits

• Focus on priorities first. With control over technician schedules, you can ensure they are focused on the most urgent work for your business.
• Simplify your scheduling process. Spend less time on the scheduling puzzle with a simple, visual board.
• Increase technician productivity. By optimizing schedules to reduce idle and travel time, your technicians can make the most of their day.

Get started

If you’re already using Field Tech Manager, ask your Customer Success Manager or Support to enable the Dispatch Board and My Schedule view. To learn more about Field Tech Manager, contact your Account Manager.

New! Avoid work order delays with ServiceChannel AI (Beta)

When your important work orders get delayed, your customers and employees are left waiting. Whether you sent the wrong provider or you’re waiting for an unnecessary proposal, these issues can raise your costs and disrupt your operations. Providers report that up to 5% of the work orders they receive were sent to the wrong trade — wasting time for everyone.

Imagine every work order leaving the gate clean: right trade, right budget, zero surprises. Now ServiceChannel AI can spot work order issues before they cost you. As soon as a work order is created, it’s flagged for potential issues and resolutions, so providers roll up prepared, and your locations keep running.

How it works

• Detect issues instantly. AI scans each work order for miscoded trades, low NTEs, and multi-visit risks the moment it’s created.
• Predict problems and solutions. AI calculates the most likely resolution and root cause codes based on similar work orders, so you and your providers can be prepared.
• See insights where you work. The new Platform Intelligence tab on the work order highlights potential issues and likely resolution and root cause codes.
• Filter and act fast. One click shows every work order with potential issues, so you can prioritize fixes before downtime hits.
• Inform providers ahead of arrival. Assignment emails pass along the AI insights, so technicians show up with the right parts and plan.

Benefits

• Less downtime. Correcting the trade and NTE up front means fewer re‑assignments and approvals, so your equipment gets back online sooner.
• Lower costs. By sending the right provider the first time, with the right parts and an adequate NTE, you avoid excess trip charges.
• Smoother operations. Proactive visibility means fewer surprises and a calmer day for your team.

Get started

This product is in beta testing. To try it out and provide valuable feedback on potential improvements, contact your Customer Success Manager or Support.

New! Pay all your providers with one easy payment

Paying all your provider invoices is a time-intensive task for your Accounts Payable team — from collecting payment information to cutting hundreds of checks, and then responding to all the follow-up inquiries about the status.

With EasyPay, your Accounts Payable team can pay hundreds of provider invoices with a single payment.

• Reduce the workload for your Accounts Payable team. Save countless hours when you avoid collecting provider payment information, cutting checks, and responding to inquiries.
• Work with as many self-performing providers as you need. Add more providers to your network without overwhelming your Accounts Payable team.
• Reduce your financial security risks. By relying on a trusted partner to send payments, you no longer need to store provider banking information or share yours.
• Providers can choose how to get paid. They have the flexibility to choose their preferred payment method, including electronic payment or check.

How EasyPay works

EasyPay simplifies the provider payment process

1. Your approved invoices automatically sync from ServiceChannel to your Accounts Payable or ERP system, as usual.
2. Your Accounts Payable team makes a single, consolidated payment each period to an FDIC-insured bank account for the amount of your approved invoices.
3. Our EasyPay service sends individual payments to each provider without delay for their approved invoices using their chosen payment method.
4. EasyPay keeps track of the provider’s payment information for you. Providers that have not enrolled in electronic payments receive checks by mail.

Get started

EasyPay is available for all customers! To learn more and get started with setup, contact your Account Manager.

Improved! Work faster on the go in ServiceChannel Mobile

To keep your locations in shape, you’re always on the move. In the past, you sometimes had to return to your desk to finish tasks in ServiceChannel. Now, with new filters and an updated homepage design, we’re making it easier for you to stay on top of all your work right in the ServiceChannel Mobile app.

• Get quick access to your favorite tools. Jump straight to creating a work order and customize the homepage so your most frequently used items are on top.
• See what needs your attention across multiple locations. Now you can filter for all the work orders in your district or region at once.
• Get more done on the go without returning to your desk. Use the same powerful filters on mobile that you use on desktop and save filters for quick access next time.

How it works

• Tap one button from the refreshed homepage to start creating a work order.
• Personalize your homepage by showing, hiding, and reordering menu items.
• Use new filters to quickly find the work orders that need your attention:
  • Filter by region, district, state, or multiple locations.
  • Filter by extended status, like waiting for parts or pending approval.
  • Filter by external vs. internal providers.
• Sort the same way you do on the web: by Location, Trade, Provider, and more.
• Save filters to your personalized homepage for rapid access.

Get started

Download the latest ServiceChannel Mobile app:

• Apple App Store (iOS): ServiceChannel on the App Store
• Google Play Store (Android): ServiceChannel on Google Play

A refreshed homepage and saved filters help you work faster in the ServiceChannel Mobile app

Updated! Stay ahead of new refrigerant regulations

If you manage HVAC or refrigeration systems, the refrigerant compliance rules that govern your business are changing fast. Starting in 2026, any asset containing 15 pounds or more of refrigerant with a Global Warming Potential (GWP) of 53 or greater is likely to require tracking at the same level of rigor as larger systems, even if it was previously exempt. That means more assets to monitor, more data to report, and more risk if you’re unprepared.

Previously, tracking refrigerant was required only for systems with 50 pounds or more, such as larger rooftop units or commercial refrigeration racks. If your smaller assets weren’t being tracked, you were still compliant – but now, that may no longer be enough. Without tools that automatically apply the new logic, your team risks falling behind on federal and state compliance.

By January 1, 2026, several states and the EPA will require you to track and report refrigerant leak events for all regulated systems. Chronic leak reports will also require greater detail than before. Compliance is no longer optional — and the burden is only growing. The good news: you don’t have to face it unprepared.

ServiceChannel’s enhanced Refrigerant Tracking Manager makes it easy to comply with upcoming regulations. With flexible logic, automatic threshold updates, and built-in fields for chronic leak reports, you can adapt to 2026 rules while keeping all your data and workflows centralized.

What’s new

• Lower thresholds, automatically applied. Refrigerant Tracking now supports the new EPA threshold of 15 pounds of refrigerant per system for leak tracking. You can enable it early or let the system switch over automatically by January 1, 2026.
• Built-in chronic leak fields. We’ve added all required fields to the chronic leak report, including location, asset model, service dates, and repair actions, so you can stay ahead of reporting requirements.
• Easier uploads of asset data. You can now bulk upload refrigerant circuits and their connected components, so you can efficiently record and manage the full range of compliance-critical data.

Benefits

• Stay compliant, automatically. New state regulations impact a much wider range of industries and operators. ServiceChannel helps automate your compliance, so you can operate with confidence.
• Avoid costly fines. ServiceChannel helps you stay compliant and avoid financial risks, while you stay focused on your core business.
• Track more, without extra effort. Once enabled, assets that meet the new threshold will automatically trigger tracking. You don’t need to manually reconfigure your asset list.

Get started

If you aren’t already using Refrigerant Tracking, reach out to your Account Manager.
If you’re already using Refrigerant Tracking and want to learn more about the new regulations and whether they apply to your business, reach out to your Customer Success Manager or Support for state-specific information.

Additional updates

“Follow” work orders to stay on top of changes

You can now request recommendations to replace a specific existing provider in your network with a different provider that has a proven history of better performance or lower costs, or who may be a better fit for your needs. You need to keep a close eye on certain critical work orders, but it’s time-consuming to repeatedly check them for updates. Now you can “follow” work orders to stay on top of changes. When following a work order, you’ll receive an email every time there’s a status change or note added, so you never miss an important update.

To get started, click on Work Orders, then use the Follow button on the work order list or detail pages to follow each work order. Click Unfollow to stop receiving notifications. You can also click Follow or Unfollow in a work order email notification. Following now replaces starred, including in filters.

Set pass/fail criteria for checklist questions

In work order checklists, you can now set criteria for each question to automatically determine if the answer causes the checklist to pass or fail. For example, you can set the checklist to fail if a provider answers the question “Is there any asbestos onsite?” with “Yes.”

This ensures that any non-compliance or issues found during inspections are promptly identified and addressed, helping you maintain high standards and low risk.

To get started, go to Admin > Checklists > Add/Edit to create or update checklists. Check the box for This Response Results in Failure next to each answer option that should trigger the Fail outcome, then click Save.

See the bigger picture of your spend with Budget Insights

The Budget Insights tool helps you make smarter decisions to get more from your budget. Any time you’re approving work orders or proposals, you can see how the potential expense fits into your remaining budget for the period.

Now we’ve made several enhancements to bring you even more insights:

• Your Budget Insights snapshot now includes work orders and proposals in the Open status, for a more complete view of potential expenses.
• If you allocate budget by location, there’s a new filter option that enables you to zoom out from seeing the location budget to the bigger picture across the district, region, or all locations.
• Another new filter option allows you to see the status of other fiscal periods in the fiscal year beyond the current period.

With this expanded visibility into your budget status, you can make even more confident decisions to spend now or wait until later, without surprises.

Contact your Account Manager to get started with Budget Insights.

Learn more from the experts

These are just the highlights, so be sure to check out all the innovations in the Summer 2025 Product Release News. Then register for the release webinar on July 15 at 9 AM PT / 12 PM ET. We’ll send you the replay, in case you cannot attend live.