15-Minute Provider Network Tune-Up
15-minutes a month is all it takes to build and maintain a rock-solid network of high-performance providers over time that deliver the fastest, highest-quality, most cost-effective service in the market.
ServiceChannel
Your Contractor Scorecard provides you with the on-demand performance metrics and deeper insights you need to coach your providers and get the highest-quality, most cost-effective service possible.
Understand your scores and the underlying components
The Contractor Scorecard tracks 4 high-level scores which are driven by the underlying Key Performance Indicators (KPIs) detailed below to give you a comprehensive view of provider performance:
Your Network Summary page, the starting point in your scorecard, provides these high-level scores for all providers in your network. From there, you can refine and deepen your insights by filtering for a specific provider, priority, trade, geographic area, date range, location, brand/company name, or industry. You can compare providers across your network or against the entire ServiceChannel platform to pinpoint where your network excels — and where improvements are needed.
Benchmark your performance
The Benchmarking section provides context to your performance metrics down to each performance category KPI. Digging into these KPIs gives you a detailed view of provider performance against all providers on the Service Channel platform when you filter by trade, priority, area, CBSA, industry, etc. This helps you understand how your providers stack up and identify opportunities for coaching.
Example: If your HVAC providers have a speed score of 55, choose the Benchmarking > Speed tab to compare this to the platform average. If they are below average, drill down through the specific KPIs to identify areas for improvement. Filter to narrow in on a trade, priority, area and more.
Coach your providers
Use the insights from your scorecard to coach your providers effectively. Identify areas where they need improvement and provide targeted feedback to help them enhance their performance.
Pro Tip: Schedule quarterly coaching sessions with your providers to discuss their scorecard metrics and set improvement goals. Remind your providers they have access to the same Scorecard in Service Channel to track their progress.
Test new providers
When onboarding new providers, validate their performance early on using your Contractor Scorecard. Filter and compare their performance against your existing network to ensure they meet your expectations.
Pro Tip: Use the “ONLY IN-NETWORK PROVIDERS” filter to compare new providers with your current network, ensuring an apples-to-apples comparison.
Reward top-performers
Identify your all-star providers — those consistently delivering top performance — and reward them with more work. This not only strengthens your network but also motivates them to maintain high standards.
Pro Tip: Use the “only in network providers” filter to compare new providers with your current network, ensuring an apples-to-apples comparison.
Check your progress over time
The Repair KPI Trends sections helps you track performance trends over time to celebrate improvements and make data-driven decisions about your network. This helps you understand the performance history and current impact of your coaching and adjustments.
Example: Use the Repair KPI Trends tab to monitor metrics like on-time arrival and see how they improve over time.
Get started
Follow these steps to get the most out of your scorecard:
1. Check your Scorecard: If you don’t yet have access, reach out to your ServiceChannel administrator.
2. Review key metrics: Check your Speed, Quality, Engagement, and Price scores monthly to identify areas of strength and opportunities for improvement.
3. Benchmark performance: Use the Benchmarking tab to compare provider performance against industry standards or all providers on the platform.
4. Coach providers: Identify areas where providers need improvement and use the scorecard data to guide your coaching sessions.
5. Test new providers: When onboarding new providers, use the scorecard to validate their performance, reinforce good habits early, and ensure they meet your expectations.
6. Reward top performers: Regularly review your scorecard to identify all-star providers and reward them with more work to maintain high standards.
7. Monitor Trends: Track performance trends over time to celebrate improvements and make data-driven decisions about your network.
A quick, 15-minute review of your key metrics each month is all it takes to build and maintain a rock-solid network of high-performance providers that deliver the fastest, highest-quality, most cost-effective service in the market.
