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New & Next recap: introducing new tools and features for technicians on Field Nation

Meet My Business Dashboard

June 12, 2024

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In our recent New & Next webinar, Shane, EVP of Product at Field Nation, shared our product vision, new features, and capabilities designed to make work easier and more rewarding for the thousands of providers using Field Nation. Watch the webinar on-demand below.

Summary

Our product vision

Field Nation has been the #1 labor marketplace for IT field services for 15 years, connecting over 2,000 buyers with more than 20,000 independent providers to complete over 1.5 million work orders annually. However, our journey is far from over. We aim to make it easier to complete work on Field Nation by enabling buyers and providers to consistently achieve great outcomes.

Through conversations with hundreds of buyers and providers, we’ve identified key challenges that need to be addressed. For buyers, reliability, star ratings, and the time-consuming vetting process are significant hurdles. For providers, understanding performance metrics, workflow friction, and difficulty standing out are major pain points.

Buyer challenges (7:29)

  1. Reliability: Cancellations, backouts, and late arrivals disrupt workflows and incur costs. For example, if Provider A cancels an hour before the work order start time, there’s often insufficient time to get Provider B up-to-speed. This kind of disruption, multiplied across numerous work orders, can lead buyers to question the reliability of Field Nation.
  2. Star ratings: Our star rating system doesn’t always accurately reflect provider quality. With 81% of active providers rated five stars, it’s challenging for buyers to discern which technicians are exceptional performers.
  3. Vetting: Vetting new providers is a lengthy process. On average, dispatchers review 17 profiles before making an assignment. This involves checking skills, experience, star ratings, reliability metrics, and more, which can be time-consuming, especially when assigning multiple work orders daily.

Provider challenges (11:13)

  1. No scoreboard: Providers often don’t know how they’re being evaluated. Without clear metrics and thresholds, it’s hard to understand what buyers are looking for and how to improve performance.
  2. Workflow friction: The current workflow has several pain points, from requesting schedule changes to managing double bookings. These issues make it difficult for providers to deliver high-quality service efficiently.
  3. Hard to stand out: Even outstanding providers can struggle to distinguish themselves. The current system doesn’t make it easy for buyers to see which technicians consistently deliver top-tier service.

Addressing these challenges

To address these challenges, we are focused on three main goals for each side of the marketplace:

  1. For Buyers:
    • Assess provider quality: We’re leveraging data to provide a more holistic view of provider performance, considering factors like cancellations, timeliness, and deliverable uploads.
    • Find and assign the best provider: Using our extensive data, we can help buyers identify the best fit for their needs.
    • Manage the work: Enhancements in workflow will reduce disruptions from backouts, cancellations, and late arrivals.
  2. For Providers:
    • Get work done: Improving the mobile app and workflow to minimize friction and make it easier to complete tasks.
    • Gain recognition: We’re refining the quality signals provided to buyers to better highlight top-performing providers.
    • Grow your business: Introducing a “scoreboard” that clearly outlines performance metrics and how providers can improve to secure more work opportunities.

Introducing the Business Dashboard (17:09)

Today, we’re excited to introduce the Business Dashboard – a new tool developed in partnership with nearly 100 providers. This dashboard will provide detailed performance metrics, relationship insights, and overall business health indicators, helping you understand where you excel and where there’s room for improvement.

Key Features:

  • Overall business health: Monitor key performance indicators that buyers look at when vetting providers.
  • Relationship insights: Understand your interactions and relationships with buyers.
  • Performance metrics: Access detailed metrics that impact your chances of getting more work.

Enhancements to workflow (29:29)

  1. Double-booking prevention: We’ve identified that 25% of backouts are due to accidental double bookings. Our new workflow includes schedule conflict warnings to help prevent these issues.
  2. Schedule accuracy: Informal schedule changes often lead to timeliness issues. We’ve improved the workflow to ensure schedule changes are accurately reflected in the work order system, reducing the risk of late arrivals.
  3. Deliverable uploads: Previously, 50% of work orders were marked incomplete due to deliverable issues. We’ve overhauled the process to improve reliability and reduce upload failures by 73%.

Updated Approval Policy (38:37)

We’ve also rolled out an updated approval policy to ensure faster payment. 95% of work orders are now approved within seven days, and over 99% are approved within 12 days. This policy ensures that work orders completed without issues are approved by the platform 14 days after completion if the buyer hasn’t already approved them.

Key takeaways 

The enhancements we’re making at Field Nation are designed to help you thrive. By leveraging our new tools and workflows, you can improve service delivery, gain recognition, and grow your business effectively. We’re here to support your journey and give you the tools and insights needed to succeed in the competitive field of IT services. Thank you for being a part of Field Nation!

Webinar FAQs: you asked, we answered

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Full Transcript

Shane Kinder (00:13):

Welcome everybody. Thanks for joining. Thanks for taking time out of your very busy day to join our first ever new and next forum. This is a new forum that we’re hoping to hold regularly, where we share all of the great new things we’ve got cooking from a product perspective and all of the insights we have in the marketplace that are designed to help you better leverage the platform and grow your business on Field Nation.

We have a lot to cover, and I am sure I’m a hundred percent sure that there are going to be a lot of questions that y’all have as we go through this and we definitely want to hear from all of y’all, so I highly encourage you to submit questions and feedback as we’re going as they come up. The best time to get something out is when it’s in your head. So, for everyone who’s new to Zoom, there should be a little toolbar. And on that toolbar there should be a little box that says q and a. If you click in there, it gives you the option to go in and ask a question. We’ve got a lot to cover, so I don’t know that we’re going to have a lot of time at the end to get to any q and a, but we are committed to capturing all of those questions and responding to all of those. And so, we’ll plan to get through all those questions and then send an email out to everyone that joined the webinar with answers to all the key questions and comments that people had. So we want to hear them. Don’t be shy and please be sure to engage here.

I have not had the pleasure of meeting all of you yet. My name is Shane Kinder. I am the head of our product and design organizations here at Field Nation. My teams are responsible for setting the vision of where we want to take the product, determining the roadmap of features we’re going to be building to go on that journey of delivering upon that vision, and designing and building the features that y’all know and love and engage with on the platform. I have been in marketplaces for quite a while. The better part of my career. I worked at a marketplace called Work Rise, which was a skilled trades, blue-collar labor place for field service in the energy industry, notably solar and oil and gas. I was on the leadership team at Upwork, which is the world’s largest online work marketplace. And I’ve been here, I’m actually just crossing my second-year anniversary here at Field Nation.

[I’m] really loving getting to know the community here. I think it’s a really compelling product and I guess what I’d say about marketplaces is I love marketplaces. You can see that, and I think what really keeps me up and gets me excited every day is the value that marketplaces bring to independent contractors and service companies like yourself. Making it easy to access a wider range of jobs and just bringing economic opportunity. I think it’s really fun to work on something that hopefully makes a small difference in the lives of others. So, I’m really excited to spend time with you all today. We’ve got a lot of really good things that we’ve been working on from a product standpoint that we’re excited to share. So here’s a look at what we’re going to spend time doing today. I’m going to spend maybe about 10 minutes upfront kind of painting the picture of our product vision, really what are the big themes that we’re focused on solving a little context on why we think those are worthy of spending our time.

And then we’re going to kind of dive into the meat and potatoes of the presentation here. We’ve got a bunch of features, some of which have recently launched and some of which are launching today. A really large one is launching today. And then a couple of other things that we’ll be hitting the marketplace in the not-too-distant future. Lisa Sacquitne, who leads our product management team, is going to be spending time walking through all of those great features with you today. So hang tight, we got a lot to cover. Before I dig into a forward-looking view of where we want to go with the product, I just want to take maybe a minute here to reflect on how far we’ve come as a product. So these are things that most of y’all that use the platform kind of know, at least in concept, but Field Nation’s been around for just over 15 years.

(05:34):

What started out as the seedling of an idea is now the number one labor marketplace for IT field services in the us. On any given month, you’ve got over 2000 buyers connecting with over 20,000 independent providers and service companies, and on an annual basis, those buyers and providers work together to complete over a million and a half work orders every year. And that number’s growing. So really made some amazing progress over the years that said, when we don’t want to rest on our laurels when we look forward, we know that there’s still a ton of work that we need to do to continue to grow this market and add value for all of our users. And so that has been what we as a product team have been focused on figuring out. We’ve spent the better part of the last year talking to hundreds of buyers and providers to really get at what they needed and wanted from the platform to make their experience better and to help grow their business.

And while the different people said it [in] different ways, really the through line in all of those conversations is really this statement. Buyers and providers want it to be easier to get and deliver consistently great outcomes, right? So easier is a keyword here, and consistently great outcomes is another concept. These are the things that [the] product organization is going to be focused on in the coming quarters and years, investing and making it better for everyone. So that’s pretty high level. I’m sure you’re wondering exactly what that means. And what we’re going to do is we’re going to kind of talk about that from both the buyer’s perspective as well as the provider perspective. I’m going to start out with buyers because that’s where all of the work originates and simply said, buyers want to bring us more work. Tying back to that previous statement, the thing getting in the way of them bringing us more work is it’s not as easy as they would like and the ability to consistently get great outcomes is not as reliable as they would like.

So that is what we’re focused on from a buyer perspective. Drilling down even further, there are three specific challenges that buyers have asked us to double down on, and I’m going to go through those right now. The first is reliability. Things like cancellations, backouts, late arrivals, [and] so on and so forth. Every time something like this happens on a work order, it’s highly disruptive to the buyer and the dispatcher who’s responsible for shepherding that work. They’ve got to stop what they’re doing [and] spend unplanned time finding a new tech. That’s a lot more difficult when it happens. Very last-minute coordinating with the buyer. It’s costly. There’s friction, it’s not fun, and it’s certainly not fun on a work order, but as you imagine, as buyers bring more work orders and the reliability issues happen more across all those work orders, that really starts to pile up, and it makes it harder for buyers to bring us more work.

So that’s one challenge buyers tell us about. Two is star ratings, otherwise known as public feedback. Field Nation, like a lot of public marketplaces, wrestles with what’s kind of called rating inflation. So, a little-known fact is that 81% of techs in the marketplace have a perfect five-star rating. And when you dig into the details of the experience, like those things like cancellations, timeliness, bouncebacks, all those things that we talked [about] on the earlier slide, we know that perfect outcomes are not happening as much. So buyers use these star ratings as a simple way to try to assess quality, and yet the score is not telling them what they ultimately end up experiencing. And so they don’t really trust those star ratings as much as they’d like to, which means it’s harder for them, takes more time for them to assess things, which makes it harder for them to do work on the platform.

So getting a better handle on that is a key priority for us. The third thing here is vetting. So most buyers, over time, build a bench of go-to techs that they trust and go to for a lot of work, but as they bring more work and they’ve got more needs, whether it’s skills and qualifications or coverage or any number of things, the time and effort it takes for those buyers to vet a new provider is really they’re telling us it’s too long and too complicated. On average, a buyer looks at 17 providers before assigning work to a new tech, and that means clicking on their profile, really scouring the details there to really assess their skills, qualifications, [and] quality. And that’s really, if you can imagine doing that, that’s really time-consuming and they just want this to be dead simple where it’s really easy to assess those things.

So, making it a lot easier to vet techs is a key priority. Shifting gears here to the audience that I’m standing in front of and is probably most interested in hearing the problems and focus areas is providers. And I think this one’s not going to be a surprise to any of y’all. Providers want to do more work, kind of plain and simple. In 2022, we conducted a survey of all the techs and all the service companies working on the marketplace, and 96% of those individuals and service companies told us that they want to do more work on Field Nation. They’ve got the availability, they’ve got the interest, and they ultimately want to do more work. And yet, it’s not quite as easy as done as it is said, namely, we don’t make it easy for providers to know the things they need to do to get more work, and when they do get more work, we have heard that the ease of getting work done on the platform is not quite where it needs to be.

And so those are some of the focus areas specifically. I’m also going to drill into three things that we’re going to be focused on that we’ve heard as priorities from providers. So first, there’s no scoreboard. It’s unclear to providers how buyers evaluate them. It’s unclear to providers how they stand vis-a-vis the rest of their competition in the marketplace. And so they want information around what metrics, what quality metrics buyers look at what skills and qualifications are most important, how should they rank vis-a-vis the competition? It’s incumbent upon us to provide clearer guidance on the things that providers such as yourselves need to do to get and earn more work. Secondarily, we also hear that it’s not as easy to get work done as they would like. The app has come a long way, admittedly, and we continue to invest in there in a lot of ways behind the scenes, but we recognize it’s still not as easy to use as y’all would like.

We know that the different tasks that y’all have to do — whether it’s finding work, coordinating schedules, getting work done on-site — that the tasks you need to do such as requesting schedule changes, uploading deliverables, [or] avoiding double bookings — those things should be as easy as pulling your phone out of your pocket, three taps and you’re done. And we know it’s not that simple, and if it’s hard to do work, it’s hard to deliver excellent service, and that ultimately gets in the way of getting more work. So the third final thing that we heard is that it’s hard to stand out from the crowd. Even the techs that do everything right, they check all the boxes, everything about from the moment of getting [work orders] assigned to getting [them] done as five-star service, it’s really hard to stand out from the crowd when 81% of the other providers in the marketplace have a five-star rating as well.

Obviously, the underlying data starts to paint a bit of a different picture, but it’s incumbent upon us as a platform for the techs and the service companies that really do outstanding work to really highlight them and enable them to kind of grow and earn more work on the platform. So quickly recapping here, the key things getting in the way of great outcomes for buyers are reliability star ratings and vetting. And on the provider side, it’s not having a clear scoreboard, it’s not the challenge of getting work done on the platform and it’s making it too hard for excellent providers to stand out. So these are the things that the team is going to be focused on in the coming months and quarters and years. All of it pointed toward that North Star mission of delivering great outcomes for all for buyers and providers. And that ultimately means unlocks the ability for buyers to bring more work, and it also enables providers like all of y’all to get more work. So with that, I’m going to hand it over to Lisa Ney who’s going to walk you through a bunch of great new features.

Lisa Sacquitne (15:24):

Awesome, thank you so much Shane, who’s excited? I am certainly pumped to be here today. Like Shane, I am super passionate about marketplaces. I’ve been leading our product management group here for just over five and a half years. There’s just so much that goes into figuring out what makes a marketplace tick. And most recently I’ve been getting really excited about working with our product team to dig into all of those points of friction that get in the way of providers like you connecting with buyers to do great work on the platform. And so today I’m looking forward to sharing some of that work that the product team has been up to over the past several months. And I’ll be taking you all through some really important features that we’ve built for providers that are aimed at helping each of you grow your business on Field Nation, get work done out in the field more successfully, and gain the recognition that you deserve for your great quality of service.

And so if the goal is better outcomes for all, then we know that we need to create a clear connection between buyers and providers about what a good outcome really is. This is what Shane was getting at earlier. What metrics do buyers look at when they’re vetting? What targets should you be shooting for? What does great performance look like on Field Nation? And we’ve never given you that clear scoreboard to manage to, and without that clarity, it probably feels a little bit like a moving target or guessing game about what’s actually helping you win more work and what are the areas you might need to improve upon in order to get more. So since late last year, we’ve been partnering up with nearly 100 providers to dig in and understand what gets in the way of managing key performance metrics that buyers care about when they’re vetting, and then what other metrics would be super valuable for providers to help you grow your business.

And that with that today, I’m very, very excited to introduce to you the product of that endeavor. This is the all new what we’re calling the business dashboard. So the business dashboard brings tons of important information about your work history on Field Nation right to your fingertips, and it’s made up of a series of metrics that cover key performance metrics, relationship insights, and an overview of your business health. So as Shane mentioned earlier, cancellations, back outs and late arrivals and timeliness issues are incredibly disruptive and costly for buyers in the marketplace and poor performance in these areas. It ultimately gets in the way of them feeling confident to bring more work to Field Nation. And so we really want to have you provide you with a really quick way to keep a pulse on these key metrics, what that buyers are looking at when they’re vetting.

Then the dashboard will also include some relationship insights because, for quite some time, providers have been asking us to get more info about the buyers that they’re doing business with on Field Nation. You’ll be able to quickly assess your experience working with buyers on Field Nation, making it a lot easier for you to focus on which buyer relationships you want to nurture and potentially which buyer relationships aren’t as worth your time. And then lastly, in this business health section, we’ve included a bunch of new metrics on the dashboard that will give you insight into your request success rate, how you’re most successful at winning work, a snapshot of your earnings and some new insight into how discovered you’re being with the profile views. So, with that, let me grab my phone. Are you all ready to see it in action?

I do want to say that everyone that has registered for this webinar will have gotten access to the business dashboard as of this morning, and then anyone who didn’t register should be getting access over the next day or so. So keep an eye out for that. And all you need to do to access your dashboard is log into the Field Nation app. Tap on the navigation menu here and you’ll see this new entry of my business dashboard easy as that. Okay, so once you land on your business dashboard, the first thing you’ll see at the top are the key performance metrics. As I mentioned, these are the ones that buyers really queue in on when they’re vetting for quality on Field Nation. The metric summarizes your current rate, how you’re performing against the target and how that metric is trending over time.

(20:23):

And these are, again, something that we want to help make sure that are top of mind for you as you’re working on Field Nation. There are a couple of things I did want to mention about how to refer to these reliability metrics we’re updating the cancellation and timeliness rates to be based on your last 30 work orders rather than based on your all-time history. And that means that if your metric is maybe not exactly where you want them to be today, you’re going to be able to move and demonstrate more quickly an improvement in your performance rather than being held back by some of those early day performance piece. We know that providers sometimes have a little bit more trouble in these areas as they’re getting going. And so we want to make it so that your actions, your recent actions are able to influence how you’re perceived from a reputation standpoint.

And the other thing I wanted to note is that while this change is rolling out with the business dashboard, we will be updating your profile metric and the buyer view into these metrics on July 15th or in mid-July time period. That will give you just over a month to be able to start using the dashboard, tracking your performance and working on improving if you see that you need to. So, let’s drill into each of these metrics in a little bit more detail just so everyone has a clear understanding of what goes into them. So your cancellation rate is based on the last 30 assigned work orders, and it’s impacted by the number of work orders that you canceled either late or you were removed from for an at-fault reason, such as lack of communication or something like a no-call, no-show. And the metric will update every single time that you’re assigned to a work order. And if you want to dig in and see more info, you can just tap on, see cancellations here, and that’s going to show you a breakdown of the number of assignments that are factoring into your score, the number of cancellations that are factoring into your cancellation rate, as well as a nice breakdown of were those cancellations early, late, or flagged as a no call, no show.

And then if you want to see a little bit more specific detail, you can expand the view cancellation menu and it’ll show you a summary of the work orders that are factoring into your score along with the work order title. One thing I just wanted to mention is that we’ve recognized that a lot of unexpected things happen in field service, and so we’re not expecting perfection here. You can see that the target that we’re having we’re setting on the platform is at a 5% or lower rate. We totally understand that that gets into it, but if you must cancel an assignment, we really encourage you to do so as early as possible so that you’re giving the buyer ample lead time to reassign that job. So then looking at the timeliness rate, this represents the percentage of work orders that you’ve checked in on time on the platform, and it’s calculated using the check-in time from your last 30 hard start work orders and will be recalculated each time you check into a hard start work order and you can click to see the check-in details by tapping on this link.

And here it’s showing you a breakdown of the number of hard start assignments that are factoring into the score, and the number of early or late check-ins that are impacting your score. And then you have the ability here to expand to see the specific jobs that were checked in either too early or too late. So, just to clarify those expectations, checking in more than 30 minutes early or more than 15 minutes late on a hard start work order will have a negative impact on that timeliness rate. And it’s really important to keep tabs on this because it helps buyers develop trust that you’re going to arrive on time and then represent them well to their end client. And similarly, recognizing that this is field service work, things don’t always go as planned. Like if you find yourself in a pickle, maybe you’re stuck on a job that’s taking longer than expected.

Our advice here is just encouraging you to communicate as early and often as possible back to the buyer to make sure that they have clear expectations about what’s going on and don’t think that you’re ghosting them on the site. So that’s a word about timeliness. So we can swipe back to go to your main dashboard landing page here. Let’s dig into some of these other metrics. So next, if we look at the work orders assigned. So this is a count of the total work orders you were assigned to over the last 30 days with a snapshot of how that’s trending compared to the prior 30 days. And if you tap into the view details, this gives you a nice look at which assignment method you’re having the most success with. So breaking it down by work orders that were maybe routed from your trusted bench of buyers work orders that you’re requesting that are published to the marketplace. And then also work orders that you’re counter-offering against. And then, right below that you have the request success rate. And so this is showing you based on the work orders that you either requested or counter offered the percentage of time that you’re getting assigned to those work orders.

(25:43):

So then I know that everyone’s really excited about these relationship insights, giving you that visibility like you haven’t had before about who you’re most successfully getting work with on Field Nation and how your experience has been working with them. And so as you work to grow your business on Field Nation, you want to ensure that you’re establishing both new and repeat buyer relationships because that really helps you to expand your breadth of new work opportunities as new buyers are coming onto the platform, which is why we very specifically broke this out between new buyer relationships and repeat buyer relationships. And it might seem intuitive here, but the new buyer relationships is the number of unique buyers that you’ve worked with for the very first time in the last 30 days. And it helps you understand how many new connections that you’re making in the marketplace.

And then for repeat buyer relationships, this is the number of unique buyers that you’ve worked with over the last 30 days with whom you’ve worked with at some point in your past history on Field Nation. And the thing about this marketplace and the way that it works, it’s really important for you all to build a trusted base of Go-to buyers because that really helps you get a leg up when new work orders opportunities become available in your area. And so if we click in to see buyer details, we have similar information on both for the new and existing or repeat buyer relationships. Here you can see information about that past work history with the buyer. You have the name listed out, the total number of jobs that you’ve completed with that buyer, your earnings with a particular buyer, and then you’ll also see this private feedback space, and that’s showing your private feedback rating for that buyer.

So what was your past experience with them? And then a nice summary of the feedback themes that you’ve left on the private feedback. And that’s something we actually added recently. So if you haven’t used it yet, haven’t checked it out, here’s really where that’s going to add a ton of value in how you continue to manage your relationships with buyers. So if we swipe back over to the landing page, next, we’ve got a snapshot of your earnings. So this is your current earnings for the 30 days last 30 days, along with a view into how that’s trending compared to the prior 30 days, whether it’s going up or going down. And then also a nice comparison about how that current earning rate compares to your average monthly earning rate. And then when you expand here to view details, that gives you a look at your trailing 12 month earning history as well as your year to date earning history.

And then, oops, scrolling a little further down, we’ve got profile views. And so the reason we included this here is that it’s a nice way for you to track as your reputation grows, as your relationships grow in the marketplace. Now this visibility gives you, it’s a nice look to see how much interest that you’re attracting with buyers in the marketplace. And then lastly, at the bottom we’ve got this additional resources section I just wanted to call your attention to it. We’ve been working really closely with our provider success team to build out and curate a rich library of content that is aimed at giving you actionable tips and tricks to help you achieve excellence, excellent performance on field nation, as well as build your business and grow with us. So that wraps up our demo. I am super excited for you all to get in, check out your dashboard and let us know what you think. So back to the deck. Thank you, Shane. Just going to close this out real quick.

Okay, that covered the demo again, super, super excited about that. Alright, so we know as Shane mentioned earlier, that not only do we need to create a clear scoreboard to help you track and manage your key performance metrics, we also heard from all of you that there are some gaps in the app workflow that get in the way of really being able to effectively manage these metrics the best way possible. And so our aspiration here is to enable frictionless fulfillment for every buyer and every provider on every work order. And I liken this to thinking about how do we transform our app into a smarter personal field assistant. Honestly, the app should be the easiest and the best way for you to get work done in the field. And as we worked with providers to understand what specifically gets in the way of effectively managing these metrics, we saw three key themes emerge.

(30:35):

Number one, providers were unintentionally double booking themselves, resulting in last minute cancellations. Number two, we heard from providers that the schedule reflected in the platform was not actually reflecting a change that they agreed upon with a buyer resulting in inaccurate timeliness. And then third, there’s some confusion around whether the schedule is flexible or not. And so that kind of led us down a path to a number of these changes and features that we’ve been rolling out. So first looking at the double booking prevention side of things. So what came out in the data was that roughly a quarter of our cancellations were attributed to some sort of unintentional double booking, which makes sense when you consider that you tend to have to request a bunch of work not knowing exactly which assignments you’re going to land end up with. And then once you are assigned, it’s actually not super easy to crosscheck your existing assignments to see where you maybe have conflicts that have arisen since requesting in the past.

And so with that, we decided to tackle start thinking through this problem both from a prevention standpoint, so double booking prevention standpoint and from a double booking resolution standpoint. And most recently we updated the accept and request workflow. So now what you’ll see a prompt when we detect a schedule conflict, Shane, if you can pop to the next screen. There we go. Perfect. When we detect a potential schedule conflict, you’ll get a new screen that pops up and it’ll provide you with much better schedule visibility to give you more context into where the work order that you’re requesting, where you have an overlap in the schedule. And then we’ve also integrated the schedule change requests more seamlessly here so that if it makes sense, you’re able to request to maybe move that work order up to 8:00 AM instead of at 9:00 AM as an example. So if we look at this particular example, so let’s say you’re requesting this, I think it’s like an hour long AV assistance type of work order, the system will detect the potential schedule conflict.

So you’ll see this new screen and then it’ll show you any work orders that you’re already assigned to on that day listed there in blue. And then you’ll be able to request a schedule change again, if that makes sense for this job. You can be like, oh, I can’t make the 9:00 AM, but maybe I can make an 8:00 AM schedule that gives me some buffer between jobs type of deal. I really want to note that what we’re showing here too on is the estimated time to complete isn’t what’s in blue for any assigned jobs, and we recognize that not all jobs necessarily take the full time to complete that the buyer’s entering on the estimated time. However, we do strongly encourage you just to carefully consider your capacity during the day when you’re choosing to ignore a schedule conflict because we want to make sure you have the tools to protect against any assignment that might result in either a cancellation or a timeliness issue in the future. So we really think that these tools will be super helpful for you to better manage your work, and we do still have plans to build out the schedule conflict resolution piece later this year.

So then as it relates to schedule accuracy, wanted to share with you all the research we conducted here was that providers revealed that work orders that had a timeliness issue actually experienced some sort of informal schedule change off agreement off platform nearly 40% of the time. And clearly that’s a super important problem to solve because it has the potential to either negatively impact your timeliness rate and ultimately it will undermine the trustworthiness of our platform data. So in order to address this, we first made some improvements to ensure arrival times and schedule flexibility or lack thereof is super clear in the app. And we more recently also updated the buyer and the provider schedule change request workflow to make it a lot easier to ensure that the work order accurately reflects whatever the schedule it is that you’ve agreed upon with the buyer. So first on the provider side, we just added this check-in interrupt when a timeliness issue has been detected and now offer a path to resolve if you need to suggest that a schedule, if you’ve had that off platform arrangement, right?

(35:10):

So right in line being able to tap to adjust the schedule change and then enter in the agreed upon time that you had with the buyer and submit that over to the buyer. And then on the buyer side experience, we have now integrated this functionality into the approval workflow on the buyer side. So anytime you’re requesting that schedule change request, now that flows into the approval workflow. I think before it was listed potentially as a reported a problem I believe, but it didn’t require any action. So now we’re actually requiring a decision to be made prior to that work order being closed out so that we can ensure that we have accurate data reflected on the work order. So I do want to flag, we really are encouraging you only to use this functionality when you have that off platform agreement with the buyer to make sure that your timeliness rate is accurately reflected in the platform.

And then third area. So as I mentioned that third area where there’s still confusion in schedule clarity, a lot of providers thinking that the schedule is flexible, not realizing that there was a hard on time start time or a hard start time I guess to use the term. And so from a schedule clarity perspective, we’re still seeing a lot of confusion, misaligned expectations between buyers and providers when a work order is posted that’s fixed, that doesn’t have this hard start flag, which is still causing a lot of mistrust in the overall marketplace. Timeliness: I don’t know if everyone on the provider side necessarily knows all the details about how buyers create work orders, but today, we have four different schedule types. We have a fixed schedule, we have a fixed schedule that has a hard start flag on it. We have two types of range schedules, one being more of a specific hours range, the other one being anytime on these certain days types of range.

And so, in order to help alleviate a lot of that confusion coming later in June, we will be simplifying our schedule types down to two schedule types: one, a range schedule type, and two hard start schedule types. So we’re going to be moving all of those fixed schedules. Two, apply the same hard start rules starting later here in June. The end goal here is to really make sure that the workflow is super clear for you as the provider to know the time that you’re expected to arrive on site. And then that’s going to match with the same workflow that’ll provide the same level of clarity and visibility and prompts to ensure that that’s a clear and accurate metric on your side. And a word about when this goes out. So this just means once this change goes out later this month, that any newly assigned fixed schedules will be posted as hard start by default and will be factored into your overall timeliness rate.

And so if a buyer has flexibility, so we’re doing a lot of education on the buyer side that we’re encouraging them to use a scheduled, we’re encouraging them to use to either the date range or business hour range schedule types rather than using that fixed schedule type. So keep an eye out for more communications as this goes into effect here later in the month and let us know if you have any questions about the change. And then finally, I’m super excited to share really great news. I think it’s a really big win for providers for our provider community. We know that a critical criteria to great outcomes for all of you means you’re getting paid quickly, you’re getting paid on time. And over the last year, plus Field Nation has been rolling out an approval policy for buyers where work orders that are completed without issues are automatically approved by the platform 14 calendar days after being marked done if the buyer hasn’t already approved them.

So that means that work orders that don’t have problems reported on them, there are no outstanding expenses on them and there are no hourly adjustments or hour adjustments would be eligible for the auto approval. So we are excited to share with all of you that this policy is now fully rolled out across our marketplace. And from the data we are seeing that almost all work orders are approved within 12 days now and 95% are approved within seven days. So we really hope that you’ve noticed a difference over the last several months. We feel like this is a huge win for all of you, and in the coming weeks we’ll be adding visibility into the platform to show you which work orders will be queued for and approved by the platform. So stay tuned for more info there. And that wraps up all of the updates we wanted to share with you today. So amazing provider community. We are so excited about this new forum to be sharing all of our product updates with you. And again, I encourage you to make sure that you’re on the latest version of the app, the 24.1.0 or later, go out and check your business dashboard and let us know what you think back over to you, Shane.

Shane Kinder (40:17):

Awesome. Thank you so much, Lisa. Hopefully, we’ve still got everyone. Looks like we’ve still got most folks with us here. I know we’re trying to get this wrapped up within 45 minutes. Two quick last-minute housekeeping items. One is don’t forget, we got a couple more seconds here to get any questions or feedback you’ve got. Again, you should have a toolbar. There should be a q and a button there. Encourage you to get those questions in. We’re not going to have time to get to them live, but we do commit to following up with y’all in an email that responds to all of the questions. The last thing here is this is new for us. This is a new forum. We’re really excited about it. I think it gives us an opportunity to give a lot more voice to how we’re thinking about the product and where we want to take it.

And we’d love to hear what y’all think of it so that you should all have a little bit of a polling module. One being change it all, and two being 10 being don’t change a thing. So, if you all could take a really quick second here, just press a button and let us know what you think of this. That is going to be really helpful for us in terms of tuning and adjusting this content for subsequent sessions. So thank you. With that, I want to thank you. Y’all have busy lives and busy days and I’m sure many of you are between things. Thank you for taking time out of your day. I’m hopeful that everyone here is walking away with some new insights and hopefully some key actionable info of how you could leverage the platform better and help use it to grow your business moving forward. So thanks again for your time and we look forward to hopefully seeing you in another one of these in the not too distant future. Thank you.

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