Frequently Asked Questions

Who uses ServiceChannel?
ServiceChannel is used by companies with complex and wide ranging facility management needs.

 

These include:

• Retail Chains
• Restaurant Chains
• Convenience Stores
• Commercial Real Estate Owners and Property Management Companies
• Hotel, Motel and Hospitality Organizations
• Healthcare Facilities including Hospitals and Assisted Living Environments
• Universities and Educational Complexes
• National, State and Local Governments and Municipalities

How do I use ServiceChannel?

Facility/Location managers can use ServiceChannel on a daily basis to initiate and track service calls in real time, run reports and review work histories. Service call history is generated as it occurs and our integrated reporting and analysis tools gives you timely, accurate and pertinent information so that you can make more informed decisions regarding your enterprise.

How will ServiceChannel help me control my business more effectively?

Better Information—Better information gives you a clearer picture of exactly what services you have received from your service contractor. It also allows you to target service requests more effectively and it can make every interaction with your contractors more meaningful. Better information is exactly what ServiceChannel delivers.

Better Service History—ServiceChannel captures data from every point in the communication chain. From superintendent requests and dispatcher responses to field worker activities and on-site analysis, service data is aggregated in real time across all trades, throughout all properties, enterprise wide. You get the up-to-the-minute information you need to make the most out of your present service relationships and plan effectively for future service needs.

Better Equipment Maintenance—Facility Managers can leverage service history data to calculate total cost of ownership (TCO) of existing capital assets and to make decisions about equipment usage and future equipment purchases.

Better Troubleshooting—With ServiceChannel’s proactive notification you will know when service issues arise, when and if they are attended to ad when they are resolved. Furthermore, our data allow you to pinpoint potential trouble spots before they become serious and costly problems.

How will ServiceChannel reduce my costs?

ServiceChannel means faster, more efficient communications that result in:

Lower Overhead Costs—By connecting you to your service contractors electronically, you can dramatically reduce overhead costs associated with managing your service providers – from operating call centers to administrative support personnel.

Less Wasted Time—All necessary documents and service records are stored digitally online and available at any time, further reducing the time and cost associated with manual processing of service related paperwork.

Better Communication—With the status of service requests available in real time over the Internet, you and your staff will spend less wasted time on the phone tracking down individual service contractors to obtain the information needed.

How does ServiceChannel help me ensure compliance?

ServiceChannel continually monitors contractually scheduled preventative maintenance. Our custom alerts verify contractor compliance so you’re never in doubt about the status of your facility.

Will ServiceChannel interface with my internal computer system?

Yes, in fact our technical team will ensure that ServiceChannel integrates seamlessly with your internal systems so you gain optimum efficiency with ServiceChannel.

Do I have to change the way I work to use ServiceChannel?

No. ServiceChannel uses non-obtrusive technology that provides clients with timely, accurate and pertinent information, proactive notification and enhanced reporting and analysis capabilities. You’ll work smarter with ServiceChannel, not differently.

Do I need any special software to use ServiceChannel?
No. Our site is accessible though a standard web browser using any Internet connection worldwide.
Will ServiceChannel interface with my existing website?

Yes. Our technical team can set up ServiceChannel to feed service date into your existing corporate intranet or Internet site.

Does ServiceChannel offer any training or support for my staff?
Absolutely. When you first become a ServiceChannel customer, our Implementations team will train you and your staff so you have a comprehensive understanding of ServiceChannel products and how best to use them. Once your implementation is complete, our customer support team will provide you and your staff with ongoing assistance 24 hours a day, 7 days a week.
What level of Customer Service does ServiceChannel provide?

ServiceChannel provides its clients with unlimited technical support via our website, email, telephone, or fax. Our client support staff is well trained in both the functional and technical aspects of ServiceChannel and can answer questions and resolve problems quickly and conveniently.

How does ServiceChannel get data from my service contractors?

ServiceChannel staff work with your service contractors to gather a comprehensive set of service data on your facilities. Our proven technologies are non-intrusive and do not require your contractors to use any specialized equipment or change the way they conduct business.

Do my service contractors need an Internet connection to use ServiceChannel?
No. We employ a wide range of methods to collect data from your service contractors; from complete integration with their internal computer systems to faxable work order forms and a telephone based interactive voice response system. Therefore, while and Internet connection can make electronic communication easier, it is not required to participate in ServiceChannel.
How can I get on ServiceChannel?

Please contact sales@servicechannel.com to speak with a representative who can get your organization started with ServiceChannel.

What are the system requirements needed to use ServiceChannel products?
ServiceChannel supports the following browsers:

 

Desktop browsers
Firefox, Chrome, Safari, Internet Explorer 11, Internet Explorer 10 and Internet Explorer 9.

Mobile web browsers
iOS 7 or later, Android Jelly Bean or later and Chrome & Safari browsers

Browser settings
All browsers must have cookies and JavaScript enabled to use ServiceChannel.

System Requirements

• Any operating system capable of running the list of officially supported browsers
• 1 GB or more of RAM
• Internet connection of at least 256 Kbps (typical DSL connection) or higher

Firewall Settings
Firewalls should be set up to allow outgoing traffic to any URL that contains servicechannel.com and fixxbook.com:

• *.servicechannel.com
• *.fixxbook.com for the following protocols: Port 80 – standard http traffic (http) & Port 443 – secured http traffic (https)

Email Domains
ServiceChannel sends emails to users from the following email domains, so these should be whitelisted:

amazonaws.com
amazonses.com
fixxbook.com
scalert.com – used to send service requests, proposals, RFPs, invoices, and other alerts
servicechannel.com
servicechannel.net – used to send work order notes and planned maintenance (PM) dispatch emails
servicechannelco.com
servicechannelinfo.com
servicechannelnews.com
servicechannel-info.com – used for ProductChannel, NewsChannel, and general marketing communications

Email Addresses
In your email program, add the following email addresses to your contact list:

ServiceChannel@servicechannel-info.com
thefixx@servicechannel-info.com
ServiceChannel@ourmailer.com
TheFixx@ourmailer.com
dleff@servicechannel-info.com
sshetty@servicechannel-info.com
tBuiocchi@servicechannel-info.com
newschannel@servicechannel-info.com
productchannel@servicechannel-info.com