ServiceBench
Asurion field service platform for contractor dispatch and claims
ProPay integrates with ServiceBench, a field service management platform. ServiceBench, owned by Asurion, is the dispatch and claims platform much of the appliance and electronics repair industry runs on, service providers accept jobs, log repair activity, and submit for payment through it. ProPay's triage decides what reaches it, then reads job status back to drive automated updates.
ServiceBench, owned by Asurion, is the dispatch and claims platform much of the appliance and electronics repair industry runs on, service providers accept jobs, log repair activity, and submit for payment through it. ProPay sits in front of ServiceBench and decides what actually needs to reach it, a work order only gets created after triage has already ruled out a no-truck-roll resolution.
What ProPay does with ServiceBench
ProPay engages the homeowner over SMS to collect model and serial numbers, photos, and symptom detail, then recommends repair, replacement, or call avoidance, before ServiceBench is involved at all. Where a truck roll is warranted, ProPay passes ServiceBench an enriched job: a predicted job code and the parts the technician is likely to need.
Before ServiceBench ever sees a work order, ProPay has already engaged the homeowner over SMS, collecting model and serial numbers, photos, and symptom detail, with 80 to 83 percent of homeowners responding. That triage is what decides whether a job reaches ServiceBench at all: 7.9 percent of submitted claims are resolved without a truck roll.
As the job moves through ServiceBench, assigned work orders, technician repair notes, and payment submissions, ProPay reads status back to drive automated homeowner and contractor updates over SMS, and validates the resulting invoice against the authorization record before payment releases.
How the ServiceBench connection works
ServiceBench is API-accessible for job status and provider data, which is what ProPay reads and writes against.
Where ServiceBench doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment. Triage, authorization, and payment can each go live against ServiceBench independently of one another.
What stays in ServiceBench
The provider network, technician certification records, and ServiceBench’s own payment processing for the jobs it dispatches stay exactly where they are.
What changes is how much of a dispatcher’s day is spent on jobs that never needed a technician. ProPay resolves those before ServiceBench sees them, so the jobs that do reach ServiceBench are the ones that actually warranted a truck roll.
Data handling and security
The connection to ServiceBench runs on a company-specific ProPay instance, one client’s job data and customer records are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every triage recommendation carries a confidence level and the inputs behind it, and is logged. Recommendations outside your configured thresholds route to a person before a job ever reaches ServiceBench.
Deploying the integration
A dedicated Forward Deployed Engineer builds and maintains the ServiceBench connection alongside your team, mapping job codes and dispatch fields to how ServiceBench is configured for your operation.
Frequently asked questions about ProPay and ServiceBench
Does ProPay replace ServiceBench?
No. ServiceBench keeps handling scheduling and dispatch execution; ProPay decides upstream what should reach it and enriches the job before it does.
How does ProPay connect to ServiceBench?
ServiceBench is API-accessible for job status and provider data, which is what ProPay reads and writes against. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Does ProPay reduce truck rolls sent to ServiceBench?
Yes. Triage resolves 7.9 percent of submitted claims without dispatch, so fewer unnecessary jobs reach ServiceBench in the first place.
