ServiceM8

Purpose

ServiceM8 is our central job management platform for customer records, quoting, job scheduling, communication, invoicing, and reporting. It ensures our office and field teams work in sync from first contact to job completion and payment.

1. Key Functions at a Glance

Function Purpose Who Uses It ServiceM8 Resource
Customer Management Store, update, and search customer details All Office Staff Adding & Editing Customers
Quotes & Estimates Prepare professional quotes and convert to jobs Sales / Office Creating a Quote
Job Booking & Scheduling Assign jobs to technicians with date, time, and notes Scheduling / Dispatch Creating Jobs
Communication (Email/SMS) Send confirmations, reminders, and updates All Office Staff Sending Emails & SMS
Job Status Tracking Keep real-time progress visibility All Staff Job Status Updates
Invoicing & Payment Generate and send invoices; record payments Office / Accounts Invoicing Jobs
Attachments & Photos Store inspection reports, photos, and documents Field / Office Attaching Files

2. Getting Started Checklist

Step Action Notes
1 Log in to ServiceM8 Desktop Credentials provided by Admin
2 Download the iOS app (for approved field/supervisor use) App Store Link
3 Confirm correct user role/permissions Request changes from Admin if incorrect
4 Link Gmail account for email sending Settings → Preferences
5 Enable notifications for job updates Desktop & mobile

3. Standard Operating Procedures

A. Customer Management

Purpose: Maintain accurate and complete customer records.

  1. Search for the customer first (avoid duplicates).
  2. If new, select Add Customer and fill required fields:
    • Full Name
    • Address
    • Phone & Email
  3. Save and verify details.
  4. Record any special notes (access instructions, billing preferences).

B. Quoting & Estimates

Purpose: Provide timely and professional pricing to customers.

  1. From the customer profile, click New Quote.
  2. Add line items with clear descriptions.
  3. Review for accuracy (pricing, GST).
  4. Send via email/SMS directly from ServiceM8.
  5. Follow up in 48 hours if no response.
  6. Convert approved quotes to jobs.

C. Job Booking & Scheduling

Purpose: Allocate work to the right technician at the right time.

  1. Create a job from scratch or from a converted quote.
  2. Add all service details and instructions.
  3. Assign to technician(s) considering:
    • Location
    • Skill set
    • Availability
  4. Set a date/time in the Dispatch Board.
  5. Confirm with customer via SMS/email.

D. Communication

Purpose: Keep customers informed and reduce no-shows.

Message Type When to Send Example / Notes
Job Confirmation Email Upon booking Include date, time, service type
SMS Reminder Day before service “Hi [Name], your pest service is scheduled for tomorrow at [Time].”
Completion Email Same day after job Include invoice link if applicable
Follow-up SMS For quotes or unpaid invoices Keep short, polite, and specific

E. Job Status Tracking

  • Stages: Work Order Created → In Progress → Completed → Invoiced
  • Update in real-time to keep schedule accurate.
  • Use Dispatch Board to monitor technician progress.

F. Invoicing & Payment

  1. Open completed job.
  2. Click Create Invoice.
  3. Review charges and tax.
  4. Send to customer.
  5. Record payment when received.
  6. Sync with Xero automatically.

G. Attachments & Photos

  • Upload pest inspection reports, chemical usage logs, before/after photos.
  • Use consistent naming convention: [CustomerSurname] – [Service] – [YYYY-MM-DD]
    Example: Smith – Termite Inspection – 2025-08-08

4. Internal Best Practices

Area Best Practice
Data Entry Always search first to avoid duplicates
Notes Use clear, plain English that any staff member can understand
Job Titles [Service] – [Location] – [Customer Surname]
SMS No jargon; confirm date, time, and service
Photos Take multiple angles; ensure clarity
Status Updates Update immediately after each job stage

5. Training & Assessment

  • Initial Training: Complete ServiceM8’s Getting Started videos.
  • Practical Assessment: Demonstrate adding a customer, creating a quote, booking a job, and sending a confirmation.
  • Annual Re-Assessment: When major ServiceM8 updates are rolled out.

6. External Learning Resources

Quiz

Here you can test your knowledge on servicem8 by taking our quiz.

 

 

ServiceM8 Training Quiz

Score 80% (12/15) to pass. Use the SOP above as reference.

Part A – Multiple Choice (1 point each)

1. What is the primary purpose of ServiceM8 in our business?




2. Before adding a new customer, you should:




3. Which field staff are approved to use the iOS app?




4. When should an SMS job reminder be sent to a customer?




5. What’s the correct naming format for uploaded files?




Part B – True or False (1 point each)

6. Quotes must always include clear descriptions and GST where applicable.


7. Status updates should be entered at the end of the day for all jobs.


8. ServiceM8 automatically syncs invoices with Xero once payment is recorded.


9. It’s acceptable to use industry jargon in SMS messages to customers.


10. You should follow up a quote if the customer hasn’t responded within 48 hours.


Part C – Short Answer (1 point each)

11. List the four main stages of a job in ServiceM8.

12. Name two best practices for taking and uploading job photos.

13. What information should always be included in a Job Confirmation Email?

14. Who should you contact if your ServiceM8 user role/permissions are incorrect?

15. Give one example of when you would send a Completion Email.



✅ End of Section — This SOP ensures consistent, professional, and efficient use of ServiceM8 across our operations.