Mobile in SM
The native mobile app is available in the Android or iOS store. Make sure the operating system on the device is up-to-date, e.g., the iPhone itself. Service Minder app will generally not run on versions older than the current operating system minus one, so stay away from old devices that can no longer be updated.
Here are the details on updates from the SM help section: https://serviceminder.io/support/index/139
Which Devices to Buy for Use with the SM Mobile App
Tablets or Phones. Generally tablets are larger and easier to manage with sweaty hands in the field. Tablets do not usually contain a native phone number, so phones are better if you want technicians making call (and having the business caller ID).
Android or iOS. Apple devices are consistently superior for connectivity in most communities.
When deciding what type of device to purchase, most folks let their carrier direct that decision. Some locations allow technicians to use their own device, sometimes with compensation. However, the company owning devices has advantages, e.g., it will have the business caller id should calls be made to customers from the field. Furthermore, tracking can be enabled on most devices.
Anchoring devices in the Vehicle. Provide a space to anchor your devices in each vehicle. Ram Mounts are a great resource for all kinds of vehicle mounts: https://www.rammount.com/
Updates to the SM Mobile App
Major updates to the app will be triggered by notifications from iOS or Android as with other apps.
More frequently, in-app updates are released. The app should be set to auto updates (to check, click the three lines in the top right corner, then Settings. It should say auto updates are ON.
Logins and Passwords
It is imperative to remain PCI compliant that each user have their own login. Logins should never be shared, and need to be made inactive when the employee leaves the company. Do NOT use a User login for a vehicle that is shared. This is a bad practice, comprises PCI issues with your credit card processor, and will cause update issues with the Service Minder app.
Neither Service Minder nor Mosquito Squad knows your passwords: https://mosquitosquad.zendesk.com/hc/en-us/articles/360023519374-Login-and-Passwords-in-ServiceMinder
Starting, UnStarting and Cancelling an Appointment in Mobile
If an appointment has been started, and then needs to be cancelled, go to the three dots in the mobile app and click UnStart and enter notes. If an appointment just needs to be cancelled, just hit cancel and enter notes.
Geofencing Feature
Technicians can be notified if they are not within a defined number of feet from the contact address for the property to be treated. So enable this feature, go to:
https://serviceminder.io/ControlPanel/SchedulingOptions
and fill in the Appt Start Proximity box to the number of feet you wish the technician to be from the property (or closer) before they can treat:
This feature will be build out shortly to include a warning, then later a clickable warning, and finally, a map--all configurable in the desktop version per the link above.
Customizing What the Technicians May See in Mobile
There are a number of options for changing what is seen in serviceminder.io
Customer Info still showing on Mobile side ie card info, office notes, proposal info etc.(Sept/Nov)2018: You will need to go into the service agent settings and check the hide contact info box (see attached image)
There are a ton of settings under each User--two tabs: 1) settings and 2) notifications, and some under the Service Agent to modify what happens in the mobile app and what the technicians see.
And in the General Settings of the Control Panel when you have contact info set to be hidden, that includes the phone number(s) for the contact as well.
Notifications from Mobile
En Route notifications from mobile are sent based on the Control Panel>Notifications settings as follows:
SM sends en routes for all future appointments scheduled within that time window. So if you have a window of an hour, and send an en route for one now, we’ll also include any other appointments that have not had their en route sent and are scheduled to start within the next hour.
Two exceptions that are important: the technician MUST trigger the first notification of the day (the rational being that the app does not know when you actually begin your day), AND if you cancel an appointments you must trigger the next notification.
Typical Workflow in the Mobile App
- Log in
- Update App (if present)
- Complete checklist if present
- My Schedule to see your route
- En Route for your first en route when you leave the shop
- Tap first appointment to then tap for navigation
- Tap start on arrival
- Tap Finish when complete.
- Complete any required steps, e.g., material used on property.
- Go to next appointment.
SM Mobile App Trouble Shooting
For problems with the app itself, follow these procedures in order
- Power down the device, then restart.
- Check for operating system updates, e.g., iOS or Android updates. Apply, then restart.
- Delete completely the app. Reinstall the app from the iOS or Google Play store.
- Log out of the user, then back in.
- Verify from the top right of the app that Automatic Updates are ON and that these in-app updates have been applied and the app is up-to-date.
- Verify in the Operating System that the app has permission to use the GPS and Camera.
- Put in a help ticket with the make/model of phone and the operating system version.
(updated 12/24/24)