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  1. #1
    Join Date
    Feb 2010
    Location
    Newnan Ga,
    Posts
    76

    Anyone on Service Channel?

    Our company is about to get inducted into Service Channel. Anyone else getting inducted and what do you think?
    Ive heard Horror stories and Ive heard good ideas from them....
    I would love to hear your thoughts

  2. #2
    Join Date
    Feb 2006
    Location
    FL
    Posts
    561
    never heard of it. what is service channel?

  3. #3
    Join Date
    Nov 2006
    Location
    Southeastern Pa
    Posts
    16,996
    Quote Originally Posted by Grayline View Post
    Our company is about to get inducted into Service Channel. Anyone else getting inducted and what do you think?
    Ive heard Horror stories and Ive heard good ideas from them....
    I would love to hear your thoughts
    FYI

    Service Channel is an administrative tool used by account aggregator services such as NEST out of Gloucester, NJ.

    The service has a toll free number that leads to IVR, where you input a work order number and get "logged in or out" for a service or PM visit at a customer site.

    If you have never been a part of a "third party" service relationship, the biggest changes are low hourly service charges compared to direct billing amounts, and slow pay on those charges.

    Why is tour company going in this direction?
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist

    AOP Forum Rules:







  4. #4
    Join Date
    Dec 2012
    Location
    Illinois
    Posts
    146
    It is required to work for some accounts. Walmart, to be specific, for deli cooking equipment if you aren't in the service channel system then you don't receive work. Some other restaurant chains are the same way with service channel or other similar companies. Sometimes the log in system will require that you call in from the locations phone, depending on the account. Starbucks, Panda Express, Olive Garden, red lobster are some other examples of places that you only get work at if your in their respective 3rd party system.

  5. #5
    Join Date
    Feb 2006
    Location
    FL
    Posts
    561
    Ok, it sounds like FM, a pain in the rear end. Have to check in and out of your calls and deal with NTE's and such.

  6. #6
    Join Date
    Jul 2012
    Location
    Western KY
    Posts
    1,221
    I hate 3rd party ain't been there caint do that cubical dwelling bottom feeding non bill paying leaches

  7. #7
    Join Date
    Feb 2010
    Location
    Newnan Ga,
    Posts
    76
    Quote Originally Posted by Tommy knocker View Post
    I hate 3rd party ain't been there caint do that cubical dwelling bottom feeding non bill paying leaches

    No Tommy Tell me how you really Feel.....
    I have heard that The Darden Group Spent $766,000 last year with them. and like it .It cuts out on the extra things you g=can do for your customer because it makes it when you post ....Ice machine down that means if there is a Walk-in down they have to wait until the customer posts new call and you only get paid for the ticket they posted so if your there for an hour and you do other things for the customer as a casual repair you will only get paid for what the post was......and they get a portion of the ticket....

  8. #8
    Join Date
    Oct 2008
    Location
    mid-Tennessee
    Posts
    580
    Quote Originally Posted by Tommy knocker View Post
    I hate 3rd party ain't been there caint do that cubical dwelling bottom feeding non bill paying leaches
    I wanted to call FM that on the phone a few times. I DID tell them "I really don't know what it is YOU do or what your purpose is...(blah blah..., then a few choice words).

    In addition to NTE amounts, they also track response times, etc., of your company. They keep a list of preferred service vendors (by trade) and your company's position on that list is based on past performance.

    You can expect lotsa frustration in dealing with FM or Service Channel - more so in the beginning when their so called "processes" are new to you. Once you figure them out, it's merely the inconvenience of it all.

    If you expect to exceed their NTE amount by a large amount, they expect an estimate to be prepared on their website (I think....or maybe an email) in their format. Not having that capability in the field, I once spent nearly two hours sitting in my van on my cell phone...calling suppliers for availability/pricing, then handwriting all that into a very lengthy quote. My dispatcher was to do the electronic version to FM, so once I was ready to read it off to her by phone, I couldn't get her (central US call center). I subsequently typed it all out on my Blackberry phone and emailed it to her.

    I was gritting my teeth in frustration that entire time because, BEFORE FM (and Service Channel), all I would've had to do was march back in to see the manager and to get approval of my handwritten quote.

    I simply don't have the patience for dealing with 3rd parties. Especially for my having to stop my wheels of progress to check in/checkout & such...when I'm overloaded with pending emergency service calls as it is.

  9. #9
    Join Date
    Feb 2006
    Location
    USA
    Posts
    4,365
    Thank you for calling FM, for English please press 1 . . .

  10. #10
    Join Date
    Jul 2012
    Location
    Western KY
    Posts
    1,221
    Quote Originally Posted by ECtofix View Post
    I wanted to call FM that on the phone a few times. I DID tell them "I really don't know what it is YOU do or what your purpose is...(blah blah..., then a few choice words).

    In addition to NTE amounts, they also track response times, etc., of your company. They keep a list of preferred service vendors (by trade) and your company's position on that list is based on past performance.

    You can expect lotsa frustration in dealing with FM or Service Channel - more so in the beginning when their so called "processes" are new to you. Once you figure them out, it's merely the inconvenience of it all.

    If you expect to exceed their NTE amount by a large amount, they expect an estimate to be prepared on their website (I think....or maybe an email) in their format. Not having that capability in the field, I once spent nearly two hours sitting in my van on my cell phone...calling suppliers for availability/pricing, then handwriting all that into a very lengthy quote. My dispatcher was to do the electronic version to FM, so once I was ready to read it off to her by phone, I couldn't get her (central US call center). I subsequently typed it all out on my Blackberry phone and emailed it to her.

    I was gritting my teeth in frustration that entire time because, BEFORE FM (and Service Channel), all I would've had to do was march back in to see the manager and to get approval of my handwritten quote.

    I simply don't have the patience for dealing with 3rd parties. Especially for my having to stop my wheels of progress to check in/checkout & such...when I'm overloaded with pending emergency service calls as it is.
    I feel ya. Oh and by the way anything over $250 requires additional approval. So you don't have time to go through the freaking BS required to get approval for the extra time it takes to get approval. Then they go Chinese on ya. You know "I no pay. You no get approval"

  11. #11
    Join Date
    Feb 2006
    Location
    Phoenix,AZ
    Posts
    2,760
    Been doing Nest for a couple years now! In the cooler season they tend to want bids and you'll be waiting for approval. Once it gets real hot (110+) they tend to speed up the approval process to the time it takes me to make a phone call!

  12. #12
    Join Date
    Apr 2010
    Location
    NYC
    Posts
    467
    I worked for something similar in reference to the calling from site. Every suit was excited on how guys cant leave early. I picked up there phone and called there cell From a land line and Completely changed number. This was years ago it's called spoofing. This how people would spy on you threw voice mail They would just spoof the cell number and it would go to voicemail directory. This flaw was fixed a while back.

    I only used when someone wouldn't pickup the phone than I would change number to normally the local Pub,, they Picked up.
    Customer is alWays opposite of Left

  13. #13
    Join Date
    Jun 2011
    Location
    Decatur, IL
    Posts
    55
    Darden couldn't have liked it too much seeing they are getting rid of the program in a couple of months

    We still deal with it with Walmarts (service channel), Outback (FM), Buffets (service channel), and Darden for the time being.

    The biggest issue is trying to communicate with the customer when they just want to point at the flawed statistics.

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