Discover the brand-new product features designed to empower field service companies to get great outcomes at scale.
FEATURED
You can now see the Provider Success Score (PSS) directly in Match. The PSS is a predictive quality signal built on real delivery outcomes such as timeliness, backouts, and buyer satisfaction. Instead of relying on static star ratings, the PSS makes it easier to identify which providers are most likely to deliver great outcomes. Providers with excellent scores are 8.6x more likely to deliver successful results compared to providers with poor scores. This update is designed to help you assign work with greater confidence, reduce risk, and improve service outcomes.
We have made several improvements to the Shipments section of the work order, including enhancing visibility by separating shipments into two tabs: Ship and Return for buyers and Incoming and Outgoing for providers.
We have added the Platform Knowledge Badge, which providers can receive after completing a set of learning modules and passing a voluntary knowledge check. The badge will be displayed within a provider’s profile and will be visible to buyers when making assignment decisions.
The resources that used to live under Help & Support in the profile drop-down have been migrated and are now available from any page in the platform by clicking the ? icon.
We’ve launched an upgraded Support Chat to make it faster and easier to get help on Field Nation. Chat is accessible from any page in the platform by clicking the ? icon and clicking Chat with Support.
We’ve added two new webhook events to give buyers visibility into any reported, reopened, or resolved problems on their work orders. Note: To start receiving these updates buyers will need to manually subscribe.
Buyers can now use the Quality Filter in the new Provider Match to exclude providers without a Provider Success Score and can see the Provider Success Score when viewing a providers profile.
The Provider Success Score (PSS) is now available in Custom Selection Rules for both Auto Dispatch and manual vetting. Star ratings have been replaced with the PSS in all Custom Selection Rules that previously used them.
Buyers can no longer leave new public star ratings or comments, though past ratings and comments remain visible on the providers profile. Going forward, the best way for buyers to capture their experience is with Private Feedback.
Clarity and control in provider selection, built on proven delivery outcomes.
We now support the “Currently Assigned to Less Than” rule in the New Provider Match, which allows buyers to exclude certain providers if they have more than a certain amount of work in a given day or on a given project/client.
We invested resources in making the page faster. We can now report 2x-3x faster load times on all match-related pages.
Buyers using Auto-Dispatch (AD) will now see expanded statuses in Flightboard for work orders that used Auto-Dispatch, and will be able to quickly identify those that expired without being assigned.
Providers can now show the full scope of their commitment and professionalism with work orders from all schedule types impacting their Timeliness Score. Previously, only work orders with Hard Start schedules affected Timeliness Scores.
Providers no longer set a start time on standard arrival window schedules, and are expected to arrive any time within the window. If a buyer indicates that the arrival window schedule requires a Hard Start time, providers will continue to set their Hard Start time.
Updated provider metrics: Backout and Timeliness Scores now weigh timing—late actions impact more, early ones less—to better reflect reliability.
