The end of the year often provides a time to reflect – a break from the bustle, spending quality time with family and friends, exchanging gifts and creating new memories together. We look back at all of the accomplishments of the past year, and set new goals to accomplish with a new year right around the corner.
For the ServiceBridge team, 2018 has been one of our most challenging years – but also, one of our most successful. Based on feedback from customers like you, we made several changes to our system and the way we do business.
Like the challenges you have faced in 2018, none of these things have been easy to accomplish. But ultimately, we accomplished our goal for the year: become the best value in field service management, helping your business and service companies around the world manage their business more efficiently and grow their bottom line.
A Smarter Interface
ServiceBridge, at its core, is designed to make life for your business easier – giving your team the tools to execute in the field, schedule new appointments, and grow your business.
While powerful features such as QuickBooks Online sync and multi-location management are important, what’s most critical is being able to easily utilize the features you need on every job – things like the calendar board, work orders, and dashboards.
We dedicated a significant portion of our effort in 2018 into making ServiceBridge easier to use, so businesses like yours can focus on growing the bottom line instead of figuring out where to go in your field service app:
More Consistent Naming: We’ve reviewed the ServiceBridge app so that naming conventions are the same throughout every feature, reducing confusion and ensuring a smooth experience.
Improved Menus and Screens: On both desktop and mobile, we’ve improved lists, filters, dashboards, menu expand/collapse, and more to make it easier to find the right information fast.
Persistent Preferences: We’ve improved our calendar to remember teams selected when you enter the desktop app, and introduced a smarter login process that remembers users.
Smarter Syncing: Mobile sync is now faster with a pre-populated customer list and pull-to-refresh functionality. In addition, customers can be made active or inactive and have that status synced into QuickBooks Online.
Friendlier Error Messages: We’ve made error messages throughout ServiceBridge more informative, particularly for QuickBooks Online syncing, empowering users to easily fix errors they encounter while using the system.
Simplified Team Management: We’ve improved Personnel, Device, Roles, Permissions & Subscription Management; making it easier to manage your team to add or remove team members.
The Best Ability is Availability, 99.95% to be exact
All of these improvements and new features aren’t worth much if you can’t access the ServiceBridge system. We realize that for your business, ServiceBridge is the backbone of your operations – your CRM, work order management system, invoicing program, and dispatch software all in one package. If we go down, you’re unable to do business. That’s why ensuring reliability is one of our top priorities.
In 2018, ServiceBridge had 99.95% availability throughout the year, with 100% availability and no downtime since June.
How have we been able to maintain 100% availability since June? By implementing a number of changes to improve the reliability of the ServiceBridge platform across all devices, with the most major changes being:
Improved System Testing: Our quality assurance engineers utilize both manual and automated testing to ensure every aspect of ServiceBridge remains operational for our users. We have expanded the number of tests we run on the system to account for different use case scenarios and to ensure we are able to support a growing number of users
Real-time Status Updates: Nothing’s worse than being left in the dark when something goes wrong. We’ve introduced status.servicebridge.com to provide our customers with live updates on the status of the ServiceBridge system, including details on what components aren’t working and what’s being done to provide a fast resolution.
Supporting Your Success
A product is only as strong as the support that stands behind it. People trust your service business because you’ll make sure the problem is fixed, and stand behind your work – shouldn’t your software do the same?
One of the biggest requests from our customers has been stronger customer support. We hear you – and have introduced a number of customer support improvements:
In-App Live Chat: Talk to a live ServiceBridge expert during business hours to help troubleshoot problems and get advice on features.
In-App Announcements and Guides: Stay up to date on the latest ServiceBridge releases, get notified of upcoming events, and get step-by-step assistance inside your mobile app – just click on the ? icon
Improved Documentation: We’ve improved our product documentation at https://help.servicebridge.com/ to give you the best possible knowledge and answers on how to use our product.
Informative Webinars: The ServiceBridge team has introduced a regular series of webinars to help new users learn the system, and teach existing users about features they may not have explored. You can sign up for a webinar here.
What’s Next in 2019
To our knowledge, no person or business has ever said “Well, we’ve accomplished a lot this year. No need to do anything next year”. The process of improving is continuous, especially in the fast-changing and competitive world of technology. If you’re not moving forward, you’ll falling behind.
At ServiceBridge, we already have great plans for 2019 – more features and improvements designed to help your business conquer challenges, delight your customers, and grow your bottom line. Some of the key new items we plan to introduce in 2019 include SMS notifications, customizable table columns, further enhancements to QuickBooks Online sync, and improvements to routing/geo-tracking to name just a few.
Our product roadmap can be viewed at servicebridge.com/roadmap – we regularly update this roadmap with information about what’s next. You can also visit the roadmap page to submit your feedback on what we can do better, and sign up to become a beta tester for new features.
At the end of the year and the end of the day – your success is our success. We look forward to continuing to provide each and every one of our customers with improvements and new features, and wish them all a great holiday season.
The end of the year gives us a time to reflect on what we’ve accomplished, and plan for what’s ahead. Here’s what we’ve accomplished at ServiceBridge in 2018 – and what’s on deck for 2019.