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.

Buyers can now see the Provider Success Score and its components (Timeliness Score, Backout Score, and Buyer Satisfaction) when assigning work orders.

Providers now give a reason for every edit made to the Time Log section of a work order. Reasons are visible to both buyers and providers from within the work order History tab.

We’ve launched the Field Nation Community — the go-to hub for providers to connect, exchange best practices, find answers, build relationships, and share feedback.

Providers can now see their Provider Success Score and key service delivery metrics directly from their Field Nation profile.

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. 

The Success Score helps providers identify their strengths and opportunities, stand out to buyers, and win more work.

Updated provider metrics: Backout and Timeliness Scores now weigh timing—late actions impact more, early ones less—to better reflect reliability.

To add clarity to the location name, we’ve changed “Ship to other location” to “Pre-site Pickup.” Buyers can add this location from within the Shipments section of a work order, and providers will see this title anywhere there is a required pre-site pickup prior to arriving on the job site.

We’ve increased the visibility of a work order pre-site pickup location. Providers now see a separate line item for a required pre-site pickup location directly in the mobile work order card view, and can easily distinguish between pre-site and job site locations in the work order map view.

We added additional information to the counter-offer workflow in the mobile app to show pre-approved additional charges.