The end of the year gives us time to reflect on accomplishments and time to plan for the future. It also gives us an opportunity to give thanks. This past year ServiceBridge has seen a steady stream of improvements thanks to all the feedback we’ve been receiving be it on conference calls, one-on-one interviews, support emails and live chats, webinars, feature request posts, and in-person meetings and conferences. We couldn’t have made this year successful without your input. Thank you for helping us help you!
Here's a look at some of the improvements and features that we’ve made in 2019 and some that we're looking forward to in 2020!
Create jobs faster with an improved intake process
Many people were requesting improvements to creating jobs while on the phone with a customer since it wasn’t obvious if the customer existed or not or if the information for an existing customer was correct. Based on your feedback and our observations we made it easier and faster to create and edit customers, locations and contacts. We also added the ability to add products & services while creating jobs.
We also introduced Job Templates which makes it really easy and quick to create jobs that are very similar for different customers.
Manage the calendar with fewer clicks
It used to be that whenever you opened the calendar, you always needed to reselect the teams that you wanted to see. This year we improved that so that your teams are preselected based on what you had selected before. We also made it easier to enter personnel availability by simply double clicking anywhere in the calendar.
Send customers your estimated arrival time
We released SMS ETA notifications to our Beta Testers. This functionality has been received positively and we have a number of feedback items that need to be addressed. While this isn’t ready for primetime just yet, we hope to finish the outstanding items in 2020 and make it widely adopted by all. Click here to learn more and sign up to become a tester: https://help.servicebridge.com/en/articles/2680128-january-28-2019-beta-announcement
Navigate with breadcrumbs and customize tables
Sometimes little things make a big difference, like knowing where you are in the application or being able to hide information that is irrelevant to your day to day workflow.
This year saw the introduction of breadcrumbs, those little links near the top of the page that help you understand where you are in the application and help you get back quickly to where you were as well as show, hide and re-order functionality in tables, all 20 of them!
Create insightful Reports and track Marketing ROI
There were a number of improvements made to Reports. We exposed the report templates that are used to create each new report so that if you logged a support ticket or had a request about a report, we could answer you faster and more thoroughly. We also exposed the report descriptions and added labels on the date range selectors that explain how each report is to be used. There were many other minor improvements made to reports to improve usability too.
A major driver for improvements to reporting capabilities was the desire for a large franchise to track Marketing Return on Investment. This functionality helps them effectively manage millions of dollars in advertising spend each year. These Marketing ROI Reports included an integration with AvidTrak Call Tracking software, improvements to call routing by zip code, and improvements to Leads and Marketing Campaign management. Learn all about it here: https://help.servicebridge.com/en/collections/1312671-help-center#manage-leads-and-marketing-roi
Drive operational efficiencies with assets
One franchise that uses ServiceBridge maintains multiple assets at customer locations. They needed a better way to create work orders in bulk to drive operational efficiencies, maintain compliance and increase revenue per work order. In other words, they wanted to reduce the number of customer site visits and increase the dollar value of each visit all while making sure sure no asset at a customer’s location missed its preventative maintenance.
We listened and with their help improved the assets functionality. The improvements also included many usability improvements to help explain how everything works without having to reference documentation.
Setup mobile devices faster
We heard lots of feedback and frustration with managing mobile devices, specifically getting devices setup. We rolled out QR Code functionality to make it super quick and easy to connect a device to an account. We also updated the dashboards so that you know which account a device is connected to which helps those that manage multiple devices across teams, trucks or offices.
Manage customer data in the mobile apps
The customer screens in the mobile apps received a facelift. This effort is just a stepping stone on a long journey to improve the navigation, usability and usefulness of the mobile apps. The screenshot below is but a minor improvement to be able to enter the correct address for a customer location. There are many more minor improvements just look this that were released and many more to come.
There were many things going on at ServiceBridge behind the scenes that many people don’t realize to ensure the applications are reliable, performant, and secure. Here are just a few of the things that we accomplished in 2019:
Mobile app sync performance improvements
Web app UI performance improvements
QBO sync performance improvements and data integrity checks
New subscription management tool with self-service signup
New data migration tools from Salesforce and from Harmony to ServiceBridge
QBO annual audit compliance
Get paid faster by offering online payments
A major initiative this year has been improving payment processing, specifically for our customer’s customers to be able to pay invoices online and for mobile users to be able to process payments more securely using EMV chip cards.
What’s Next in 2020
We have big plans for next year. Some of the items we have planned are:
Personalized Emails when sending invoices to customers from within ServiceBridge
Enhanced Work Orders with single or multiple visits in lieu of Projects
Job To-Dos that you can group, reorder, make required, and enter data similar to job custom fields
Data Import/Export to include jobs, invoices and other transactions and better error messaging
Payments and QuickBooks Online Sync improvements
Our product roadmap can be viewed at servicebridge.com/roadmap – we regularly update this roadmap with information about what’s next.
The end of the year gives us a time to reflect on accomplishments and plan for the future. Here’s a look at some of the improvements and features that we’re most excited about, and some of what we’re looking forward to next year!