SuccessWare21

SuccessWare21 is service business management software for trade contractors, dispatch, scheduling, billing, and warranty work order tracking for HVAC, plumbing, and electrical businesses. ProPay integrates with SuccessWare21 so that the claim itself, intake, triage, authorization, parts, and payment, is executed on top of it, rather than replacing it.

What ProPay does with SuccessWare21

ProPay reads coverage and claim context from SuccessWare21, dispatch schedules, work orders, and billing records, and writes the resulting claim progress back as the work happens. At first notice of loss, ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates that coverage against what SuccessWare21 holds before dispatch.

ProPay’s homeowner triage runs over SMS, capturing model and serial numbers, photos, and symptom detail directly from the homeowner’s phone, with 80 to 83 percent of homeowners responding after a claim is opened. That conversation, not a call center script, is what feeds the record in SuccessWare21.

Where a truck roll is warranted, ProPay applies your configured business rules, repair versus replace, auto-approval inside a threshold, then sources parts across suppliers, tracks the order through delivery and return, and validates the resulting invoice against the authorization record before payment releases. Every step writes back to SuccessWare21 as the record of what happened.

How the SuccessWare21 connection works

SuccessWare21 is typically deployed on-premise for established trade businesses, so ProPay connects through file exchange or a custom connector built during deployment rather than a public API.

Where SuccessWare21 doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking SuccessWare21 to change. Modules go live independently, FNOL, triage, authorization, parts, and payment can each be switched on against SuccessWare21 one at a time.

What stays in SuccessWare21

Scheduling, dispatch, and billing for the contractor’s day-to-day operations remain in SuccessWare21.

What changes is how much of the routine claim work a person has to do by hand inside SuccessWare21. ProPay handles the repetitive execution and routes exceptions to a human, so your team spends its time on the claims that actually need judgment.

Data handling and security

Each ProPay client, including the connection to SuccessWare21, runs on a company-specific instance, one carrier’s claim data and contract terms are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every recommendation ProPay makes against SuccessWare21’s data carries a confidence level and the inputs behind it, and is logged. Recommendations above your configured thresholds route to a person rather than executing automatically.

Deploying the integration

A dedicated Forward Deployed Engineer works alongside your team to build and maintain the SuccessWare21 connection, mapping fields and handling the edge cases specific to how your program is configured inside SuccessWare21 today.

Frequently asked questions about ProPay and SuccessWare21

Does ProPay replace SuccessWare21?

No. SuccessWare21 keeps running dispatch, scheduling, and billing; ProPay adds automated triage and parts sourcing before a job reaches the schedule.

How does ProPay connect to SuccessWare21?

SuccessWare21 is typically deployed on-premise for established trade businesses, so ProPay connects through file exchange or a custom connector built during deployment rather than a public API. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.

What does SuccessWare21 still control after ProPay is connected?

Scheduling, dispatch, and billing for the contractor’s day-to-day operations remain in SuccessWare21.