Managing Active Service Providers

From the Active Contractors page, you can review the profile, W9, and sales tax reports of active service providers, as well as send messages or reminders to multiple service providers at once.

Actions for Active Service Providers

Note: You can also perform these actions for an individual service provider from his/her profile page. See Managing an Active Service Provider from the Profile Page for more information.

Communicating with Active Service Providers

Using Compliance Manager, you can communicate with your active service providers in the following ways:

Sending Section Incomplete Reminders

When you send section incomplete reminders, selected service providers receive an email specifying the sections that need to be completed, as illustrated below.

 Section Incomplete Reminder Email Sent to Service Providers

How to Send Section Incomplete Reminders to Active Service Providers

  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page displays.
  2. Check the box(es) next to the desired service providers’ company name(s), or check Apply to all on the top-left section of the main pane to select all service providers.
  3. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Send Section Incomplete Reminder. The Send Section Incomplete Reminder confirmation dialog opens.
  4. Click Ok. The action summary displays the number of total, processed, and failed notifications.
  5. (Optional) Click Details to view the delivery status of notifications sent to selected service providers.
  6. Click Close.

Sending Custom Messages

You can send messages to your service providers by using the custom message option. You can also set a template for custom messages through Settings.

How to Send Custom Messages to Active Service Providers

  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page displays.
  2. Check the box(es) next to the desired service providers’ company name(s), or check Apply to all on the top-left section of the main pane to select all service providers.
  3. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Send custom message. The Send Custom Message window appears.
  4. Enter the subject and your message in the appropriate fields.
  5. Click Ok. The action summary displays the number of total, processed, and failed messages.
  6. (Optional) Click Details to view the delivery status of messages sent to selected service providers.
  7. Click Close.

Reviewing Your Active Service Providers

You can download or print select service providers’ W9 form or sales tax reports for reviewing. You can also export service provider information, such as contact details and the date they joined your private network, for offline use.

How to Download Service Providers’ W9 Reports

  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page appears.
  2. Check the box(es) next to the desired service providers’ company name(s), or check the box next to Apply to all in the top-left section of the main pane to select all service providers.
  3. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Download W9 report. A pop-up window opens.
  4. To download copies of the W9 forms, click Download under PDF. To download W9 data in Excel format, click Download under Excel. The form/spreadsheet (or a zipped file containing multiple reports) downloads to your device.
  5. Click Close.

How to Download Service Providers’ Sales Tax Reports

  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page opens.
  2. Check the box(es) next to the desired service providers’ name(s), or check the box next to Apply to all on the top-left section of the main pane to select all service providers.
  3. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Download Sales Tax Report. A pop-up window opens.
  4. Click Download. The report (or a zipped file containing multiple reports) downloads to your device.

How to Export Service Provider Information

  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page opens.
  2. Check the box(es) next to the desired service providers’ company name(s), or check the box next to Apply to all on the top-left section of the main pane to select all service providers.
  3. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Export Contractors. The Export Contractors window appears.
  4. Click Download. Select service provider details download to your device.
  5. Click Close.

Inviting a Company to Manage the Profile

You might occasionally work with service providers who are not yet registered with Fixxbook. ServiceChannel recommends that you request service providers to create their own Fixxbook accounts. Should you need to create a Fixxbook account on a service provider’s behalf, you may do so and then invite the service provider to manage the profile.

Before you send an invitation to manage the profile, you need to add contact information for the service provider profile you created.

How to Invite a Company to Manage the Profile

  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page opens.
  2. (Optional) In the left pane, in the Filters section, click Self-managed, and select No. The list of profiles you created appears.
    Filtering the Service Provider Profiles You Created
  3. Check the box(es) next to the desired service providers’ company name(s), or check the box next to Apply to all to select all service providers in the list.
  4. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Invite Company to Manage Profile. A confirmation window appears.
  5. Click OK. The action summary lists the total, processed, and failed invitations. Selected service providers receive invitation emails, as illustrated below. Invitation for Managing Profile
  6. (Optional) Click Details to view the delivery status of the invitations.
  7. Click Close.

Deactivating a Service Provider

Sometimes you may decide to stop working with a service provider due to issues such as the provider’s poor performance or non-compliance with key requirements. You may remove a service provider from all locations and work orders and then deactivate the provider from your private network in two ways:

  • Temporary Deactivation (in Compliance Manager only): Removes the provider from your Active Contractors list; however, you may still assign work orders in Service Automation. We recommend that you communicate with your facility management users to avoid assigning the provider to locations and work orders. In case you choose to work with the provider later, you may reactivate the provider and inform other users that they can start assigning work orders to the reactivated provider.
  • Permanent Deactivation (in both Compliance Manager and Service Automation): Removes the provider from both your Active Contractors list and from your Providers list in Service Automation. You can no longer assign work orders to a permanently deactivated provider.

When you deactivate or delete a service provider, your company name will not be listed in the Clients list in the service provider’s Fixxbook account, and they cannot view your requirements.

Temporarily Deactivating a Service Provider

Deactivated service providers are listed on the Inactive Contractors page in Compliance Manager. Should you choose to resume working with a deactivated service provider, you can reactivate the provider from this page. Temporarily deactivated providers can still be assigned work orders in Service Automation.

How to Deactivate a Service Provider

Note: Before you can deactivate a service provider, you must remove the provider from all assigned locations and work orders.
  1. On the Compliance Summary page, click the Contractors tab. The Active Contractors page opens.
  2. Check the box(es) next to the desired service providers’ name(s).
  3. In the top-middle section, open the Actions for selected contractors drop-down list, and then click Deactivate Contractor. A pop-up window appears.
  4. In the Deactivation reason textbox, enter the reason for deactivating the service provider.
  5. Click Ok. The action summary displays the number of total, processed, and failed deactivations.
  6. (Optional) Click Details to view the details of processed and failed deactivations.
  7. Click Close.The provider is moved to the Inactive Contractors page.

Permanently Deactivating a Service Provider

Important: Permanently deactivating a service provider requires assistance from ServiceChannel. Contact your ServiceChannel representative or ServiceChannel Support to permanently deactivate the service provider.

Should you never want to work with a deactivated service provider again, you may elect to permanently remove the provider from both Service Automation and Compliance Manager. Permanently deactivating a service provider removes the provider from Service Automation; you cannot assign the provider to locations and future work orders.

When certain that you no longer wish to work with a service provider, we strongly recommend that you remove the provider information from Service Automation so you or your team does not inadvertently assign this provider to locations and dispatch future work orders.

Also note that you will not be able to reactivate a permanently deactivated service provider through Compliance Manager or by starting the invitation process again. You will need assistance from ServiceChannel to reactivate a permanently deactivated service provider and start working with them. Contact your ServiceChannel representative or ServiceChannel Support to add the provider back to your subscriber account in Service Automation.