Frequently Asked Questions
Discover WorkPal’s FAQs to find quick answers to the most common questions about our features, setup, training and support. This section helps you get the information you need fast, Helping you make the most of WorkPal.
Support & Implementation
How long does it take to implement WorkPal, and what support do you offer during setup?
Your contract and setup fee include 5 hours of dedicated Implementation. Timelines depend on your specific needs and how quickly you wish to transition. You’ll be paired with a dedicated Implementation Consultant who will guide you through system configuration, data import templates and provide tailored training. This ensures your team is confident and ready to maximise your new job management software.
Are there additional charges for configurations or extra training?
Yes, in specific cases. Custom forms and custom reports are quoted in advance based on complexity. Any additional remote or onsite training beyond your included hours can be purchased at our standard rates to ensure your team is fully up-to-speed with your new work management software.
What does the Mobile Training session focus on?
Mobile training is specifically designed for your field team. It covers the core workflow: receiving jobs, completing tasks and digital forms, capturing photos, notes, and signatures and correctly closing jobs. This ensures you receive accurate, fast, and compliant records back at the office.
What is covered in the Desktop Training sessions?
Desktop training is tailored for your office team. The initial Kick-Off call covers core setup, user roles, client imports, job creation, scheduling, and efficient job allocation. Follow-up sessions focus on advanced features like forms, documents, quotes, invoicing and day-to-day system administration.
Who needs to attend the Kick-Off Meeting?
We recommend an Owner, Director, or Office Manager attends, along with your internal WorkPal point of contact. They should have a solid understanding of your current processes and the authority to make decisions to ensure a smooth, efficient transition to your new field management software.
What happens in the Kick-Off Meeting?
The Kick-Off introduces your Implementation Consultant, reviews your current ways of working, walks through WorkPal’s core features, and explains key preferences and import templates. We’ll set a clear plan for training and rollout and you choose your go-live date; we provide the support to get you there.
What does the WorkPal implementation process involve?
You’re guided through a structured process: comprehensive system setup, detailed data template guidance, desktop training, mobile training and final checks to ensure WorkPal perfectly matches your business workflows. Your Implementation Consultant is your dedicated contact throughout this transition.
How long does it take to go live with the WorkPal system?
This is completely flexible and depends on your team’s availability and data readiness. Some customers go live within days; others prefer to phase the rollout over a few weeks. We move at your business’s pace.
Who is my main point of contact during the implementation?
Your dedicated Implementation Consultant is your primary point of contact for setup, training and all questions until the successful handover.
Will I get support after Implementation?
Absolutely. After successful implementation, you transition to our dedicated Technical Account Managers and Customer Success teams. You’ll receive comprehensive inbound support via phone and email and your Customer Success Manager will proactively check in to review usage and help you get continued, maximum value from your job management software.
How will WorkPal support me during Implementation?
>We provide you with the knowledge, tools, and dedicated support you need to make WorkPal a success within your business. Once you complete training and the implementation process, you will be introduced to your assigned Customer Success Manager on a handover call. This call will cover your initial setup, current processes, your workflow, and your support pack. We’ll also schedule a 2-week follow-up session to ensure everything is running smoothly.
What kind of ongoing support is included with the WorkPal subscription?
We provide you with the knowledge, tools, and dedicated support you need to make WorkPal a success within your business. Once you complete training and the implementation process, you will be introduced to your assigned Customer Success Manager on a handover call. This call will cover your initial setup, current processes, your workflow, and your support pack. We’ll also schedule a 2-week follow-up session to ensure everything is running smoothly.
What kind of support do I receive after implementation?
Once you’re live, you transition to our dedicated Support teams, including Customer Success Managers and Technical Account Managers. We offer inbound support via Phone, Email, and proactive Outbound Support with Quarterly Business Reviews to ensure you maximise the value of your job management software.
What is a Quarterly Business Review (QBR)?
Your dedicated Customer Success Manager will reach out at least once a quarter to review your workflow, gather user feedback, and ensure the system is continuously supporting your business growth. It’s a proactive check-in to guarantee long-term success with WorkPal, your powerful work management software.
Need Help?
Email us.
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support@workpal.app
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+44 28 90271 777
System & Functionality
What exactly is WorkPal and how will it benefit my field service business?
WorkPal is a comprehensive field service management solution designed to streamline your entire operation, from the initial customer inquiry to final invoicing. It transforms manual, paper-based processes into a single, digital workflow, delivering benefits like faster scheduling, accurate job data capture, and improved customer satisfaction. Ultimately, it’s about making your team more efficient and profitable.
Is WorkPal only for large enterprises, or can small-to-medium businesses use it too?
WorkPal is a scalable job management software that caters to businesses of all sizes. Our flexible modules and tiered pricing ensure that whether you have 5 field engineers or 500, we provide the essential tools you need without unnecessary complexity or cost. We grow with you!
How does WorkPal handle scheduling and job allocation?
Our advanced job allocation software provides a real-time view of your entire field team’s location and availability. Job organisers can drag-and-drop jobs onto the schedule, instantly sending all necessary details—including location, tasks, and asset history—directly to the engineer’s mobile device. This dramatically reduces travel time and scheduling errors.
Can WorkPal integrate with my existing accounting/ERP system?
Yes. WorkPal is designed to integrate seamlessly with major accounting packages, including Sage, QuickBooks, and Xero. This eliminates tedious double-entry, ensures your financial data is always accurate, and allows your office and field teams to operate from a single, reliable source of truth within our field management software.
What kind of hardware is required for WorkPal to run in the field?
WorkPal’s mobile application is built to run on standard iOS and Android devices (smartphones and tablets). This allows your field teams to use the equipment they are already familiar with, capturing job details, photos, signatures, and time stamps directly in the app.
Is my data secure and backed up within WorkPal?
Our subscription includes comprehensive inbound support from your dedicated Account Manager via phone, email, and web-chat. Additionally, your Customer Success Manager (CSM) provides proactive, outbound check-ins and Quarterly Business Reviews to ensure you continuously maximise the value of your job management software.
Can you build custom forms in WorkPal without additional cost?
Absolutely. Data security and system reliability are core priorities for our job management software. We utilise industry-leading security protocols, robust encryption, and automated, frequent backups to ensure your sensitive business data is always protected, compliant, and accessible when you need it.
Can WorkPal help me track my assets and manage service routines?
Yes. You can build your own simple to complex forms using the built-in Form Builder at no extra cost. If you require more complex, bespoke forms to be built by us, this can be scoped and quoted for you.
How do I access WorkPal, and do all our staff need access?
Yes, using our inbuilt scheduling feature, we make it quick and easy to find the right operative for the job using simple drag-and-drop scheduling. You can filter your jobs in multiple ways, including by job type, assigned user, client, and even site, to give your team full visibility. Your dedicated Implementation Consultant will show this in detail in training.
What Reports can I run in WorkPal?
We offer various levels of access. A member of the Sales team will help you configure who needs access. The main options are: Admin Desktop users who log in via your web URL; Mobile Users who receive jobs via their Android/iOS App; and Helpers, ideal for apprentices or temporary workers, who only need timesheets and to sign off on forms via the lead operative’s device.
Do I have to integrate my finance package with WorkPal?
We have a list of standard, powerful reports available from day one, including Job Time Report, Shift Report, WIP Report, Revenue and Costs Report, and more. We can also work with you to build any custom reports you desire using your WorkPal data. Speak to your Implementation Consultant or our Support team to get this process started.
Can I import existing customer data I have into WorkPal?
>No. Integration is completely optional. Many customers successfully run their field operations within WorkPal and continue to use their existing finance package separately for quoting and invoicing.
Can WorkPal remind me when a repeat job is due?
Yes. We provide dedicated, easy-to-use templates for you to import Clients, Sites, Assets, Tasks, Parts, Jobs, and much more. Your dedicated Implementation Consultant will guide you through this process to ensure a seamless migration.
Will my Engineers be able to see asset service history on their app?
WorkPal allows you to set up automatic recurrences for repeat jobs in the system, so you can ditch the Excel spreadsheets or cluttered Outlook calendar. Load the first job once, and our job management software handles the rest, creating new jobs exactly when they are due!
Can you create jobs on the mobile app, such as Out of Hours callouts?
Yes. Engineers will be able to see all asset service history on their mobile device, allowing them to instantly access previous reports, notes, and even photos from past visits, ensuring they have the complete context before starting work.
What type of businesses is WorkPal Job Management Software designed for?
Yes, you have the option to enable permissions for your mobile users to create new jobs on the app for your existing clients and sites. This means even if an operative is on call at 2 am and has to attend a site, they can log all their work, and a site report will be ready first thing in the morning when your office staff check the system.
How does WorkPal handle managing multiple job locations for a single client?
WorkPal is suitable for any business managing field-based work and needing a robust field service management solution. This includes maintenance, installation, compliance, facilities management, and both reactive and planned services, helping to maximise business efficiency.
Can I import my existing client list and historical data?
WorkPal uses a three-tier structure: Groups (for broad categorisation), Clients (the billing entity), and Sites (the specific location of work). A single Client can have up to 2000 Sites, which is perfect for servicing large businesses like supermarket chains or property management companies with numerous locations.
How can I configure the WorkPal system to fit my business's unique needs?
Yes. You can import your existing client lists, including IDs, names, addresses, and billing information, during the initial set-up using our standard format templates, making the transition to WorkPal seamless. All your key data is also available to export to Excel format at any time.
How can I search across all my data within the job management software?
Our job management platform includes a detailed Preferences section. This is your control centre, allowing you to easily enable/disable features, configure note types, set up custom statuses for jobs and quotes, and configure many other parts of the system without needing to contact our Support team. Your Implementation Consultant will guide you through this in detail.
What happens if I accidentally delete a job or a client?
WorkPal features a powerful, context-aware Search functionality in the desktop application’s menu bar. While it will initially search contextually (e.g., only jobs from the Job List), you can expand the search to almost all sections of the WorkPal platform, allowing you to quickly find clients, sites, assets, and historical data across your entire work management software system.
How does the job allocation software ensure the right operative is sent to the site?
WorkPal provides a Deleted Items section where you can view and restore accidentally deleted items for a period of 30 days. This acts as a safety net for your critical business data.
Can I set up recurring jobs for routine maintenance contracts?
Our advanced job allocation software allows you to assign jobs to one or multiple operatives. Crucially, you can use live location tracking in the Desktop Application to see where your team is in real-time, aiding decision-making and significantly improving route and resource efficiency.
What is a "Provisional Job" and how does it relate to Open and Closed Jobs?
Absolutely. WorkPal’s Job Recurrence feature allows you to duplicate jobs automatically upon completion. You have fine control over the interval (daily, weekly, monthly) and can even set complex rules like “the 3rd Wednesday of the month,” ensuring you never miss a service deadline.
How can Operatives and Managers track time accurately?
A Job’s disposition tracks its lifecycle. Provisional jobs are future jobs without a service level agreement (SLA). Open jobs have an SLA and are active for assignment, while Closed jobs have been completed. Only Open jobs are sent to your mobile user’s devices.
How does the mobile app assist with job time tracking and compliance?
Our job management software allows mobile users to manually start/stop both their Shift Time and their Job Time, which includes pauses and resumptions. An optional Travel Time feature can also be enabled to track time spent getting to the job site. All of this is logged for accurate reporting and invoicing.
How does WorkPal integrate with my existing accounting package?
Mobile users can easily track Job Time and Travel Time on the go. Compliance is enforced by allowing you to configure mandatory forms—such as a Pre-Job Check Form or a Risk Assessment—requiring signatures or specific field completion before the Job Time can even be started, ensuring a safe and compliant process.
What is the purpose of Task Codes and Part Codes?
WorkPal simplifies your financial workflow by allowing you to automatically or manually generate invoices from completed jobs. These can then be seamlessly exported to popular accounting software, including QuickBooks, Sage, and Xero, eliminating double-entry and saving valuable office time.
Does WorkPal offer a portal for my customers to track their jobs?
Task Codes are templates for commonly performed Tasks, and Part Codes are templates for regularly used Parts. Using them significantly and seamlessly speeds up building quotes, jobs, invoicing, and purchase orders, helping to keep your pricing consistent and accurate throughout your business.
Can I collaborate with subcontractors using WorkPal?
Yes, WorkPal provides a secure Client Portal. This feature allows your customers (Clients) to log in and view read-only information about their specific Sites and Jobs, providing transparency. You have full control over which details, such as certain notes or pricing, are visible to the client.
Is there a way for employees who aren't field operatives to submit work requests?
Absolutely. Our Subcontractor Portal allows you to designate an external “Owner” for a job. When a subcontractor logs in, they only see the jobs assigned to them, can track progress, and assign the work to their own operatives. You maintain full progress oversight, keeping you in control of the job schedule.
Can my field operatives use the app if they lose their internet connection?
Yes. Maintenance Requestor licences allow your internal staff (e.g., in a property management setting) to log and track their own requests without needing full system access like a standard Desktop license would have.
Can WorkPal replace all my paper forms?
Yes, our mobile application is designed to be fully functional offline. The app queues all completed work in an Outbox and automatically attempts to sync data to the server at regular intervals as soon as an internet connection becomes available, ensuring no work is ever lost.
Does WorkPal offer a contactless way for customers to sign off on work?
Yes. Our job management software allows you to digitise all your forms—from Pre-Job Checks and Risk Assessments, to Vehicle Checks. These digital forms ensure full compliance and capture critical on-site data instantly and accurately, eliminating paperwork.
How is my document and photo storage managed?
Yes. WorkPal features Contactless Signatures. The operative can generate a QR code on their device, which the customer scans to sign the form or job completion directly on their own device, streamlining sign-offs and adhering to modern safety standards.
Which web browsers are supported by WorkPal?
All photos and documents uploaded count towards your storage allowance. Photos are automatically optimised and resized on the app to save on data usage. You can easily monitor your storage status and manage files via the WP menu, with the option to purchase additional storage if required.
Where can my operatives access company-wide documents, like policy guides?
WorkPal was designed and optimised for Google Chrome. While it may run on other browsers, Chrome provides the best performance and full feature compatibility across the desktop system.
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