About Service Provider On-Site Check-Ins and Check-Outs

    Your work order will list the service provider who will arrive at your location to repair the related issue. While on site, the service provider must Check-in and Check-out to log his/her progress. This is crucial because it drives real-time information through Service Automation about both the services requested and the services provided. Check-ins and check-outs change work orders to the appropriate statuses.

    A service provider may check-in or check-out using one of two methods available: IVR or GPS. Your ServiceChannel administrator determines which method service providers will use:

    • SC GPS Check-In Mobile App: This is the preferred method. When configured, a service provider should use his/her mobile phone and theSC GPS Check-In mobile app to check-in and check-out of work orders. Each work order will update accordingly.
    • Interactive Voice Response (IVR) system: When configured, a service provider must use a telephone to check-in and check-out. Your ServiceChannel administrator may allow the use of either a landline or mobile phone:
      • Landline phone: A service provider may be mandated to use the location’s landline phone to check-in and check-out, to ensure that (s)he has arrived at the correct location to address the work order. A landline phone should be made available to the service provider.
      • Mobile phone: A service provider is allowed to use his/her mobile phone to check-in and check-out at the location.