Service Provider Onboarding
Set up your account, add your customer records, connect assemblies, and start creating work for your team. This onboarding flow is designed to help service providers get operational quickly.
Set Up Your System
Review settings, confirm your primary account, and add your team user seats.
Go To System SetupAdd Testers And Gauges
Configure testers, certifications, and linked gauges before testing work begins.
Go To Cross Connection ModuleBuild Core Records
Add locations, link contacts, add assemblies, and then begin creating tasks.
Go To Core RecordsOverview
R2 onboarding for service providers is designed to help you set up your system, build connected customer records, and prepare your team for field work.
Primary Focus
Service providers usually want to get customer information in quickly so they can begin scheduling testing, inspections, and related work.
Fastest Path to Value
Add a location, link a contact, add an assembly, and create a task. Once those connected records are in place, the system becomes immediately useful.
Phase 1 – System Setup
The first step after signing up is to configure your system and establish access for the people who will be working in it.
Recommended Actions
Review System Settings
Confirm your system is configured the way you want before building records.
Confirm Your Primary Account
Make sure the primary account is assigned to the right person for top-level oversight.
Add User Seats
Set up your team so each person has the right access inside shared records.
Update Your User Profile
Keep your account details complete and current before moving into daily use.
Primary Account
The account created at signup is your primary system account. This account should be kept current and used for top-level oversight.
User Seats
Each person using the system should have their own login. This allows the team to access shared records while maintaining individual access.
User Roles & Permissions
User roles define what each person can do within the system. Service providers typically use roles to separate oversight, office management, and field execution.
Admin
Highest level of access with full control over all records and system data.
- Can create, edit, and delete all records
- Oversees system configuration and setup
- Responsible for system management and oversight
Manager
Second level of access focused on operations and team oversight.
- Can create and edit records
- Can manage records created by Users
- Cannot perform full system-level administrative actions
User
Standard operational role for field workers or technicians.
- Performs assigned tasks
- Interacts with relevant records
- Typically focused on execution in the field
Phase 2 – Cross Connection Module Setup
For service providers performing backflow testing, this step should be completed early so testers, gauges, and reporting are ready before work begins.
Set Up Testing Records Before Field Work Begins
Testers and gauges are part of the Cross Connection Module and should be configured before creating testing-related work. This ensures reporting is accurate from the start.
- Testers can be linked to a User but do not have to be
- Testers do not consume a User Seat
- Testers are used specifically for performing backflow tests
Add Testers
Store tester credentials so completed test reports can reflect the correct certified individual.
- Name
- Certification number
- Certification type
- Certification expiration
Add And Link Gauges
Assign gauges to testers so completed testing records include the proper gauge information.
- Gauge name
- Make and model
- Serial number
- Calibration date
- Calibration certification
How It Works
When a backflow test is completed, a test report PDF is generated and automatically includes tester credentials and linked gauge information.
Why This Matters
This helps ensure accurate test reporting, supports compliance recordkeeping, and standardizes testing workflows.
Phase 3 – Build Core Records
After system and module setup, build your foundational records. This is how you establish your customer base before creating work.
Add Locations
Locations are the foundation of the system. All core records connect to a location.
Add Contacts
Add contacts directly to a location to represent customers or responsible parties.
- Linked to the Location record
- Accessible from the Contacts page
Add Assets / Assemblies
Add equipment to the location so assemblies and other tracked assets are connected to the customer record.
- Track backflow assemblies and other assets
- Central to compliance and operations
Create Tasks
Once the customer base is established, begin creating and assigning work.
- Assign work to users or technicians
- Schedule inspections or testing
- Track completion and updates
How Records Work Together
Each Location serves as the central record where core data is connected.
A Location includes:
- Contacts
- Assets / Assemblies
- Tasks
Additional Information On Records
Additional information can be added directly to records:
- Notes and Files can be added to Locations, Contacts, Assets, and Tasks
- Notices can be applied to Locations and Assets / Assemblies
- These support records do not exist as standalone records
Key Concept
Build your customer base on the Location record first.
Connected to the Location Record
The Location is where your customer record comes together. Contacts, assemblies, and tasks can all be connected and managed from that Location record.
Still Individual Records
These records do not only live inside the Location. They are still their own records and can also be accessed from their respective pages throughout the system.
Then Create Work
Once the customer base is built, creating and assigning tasks becomes much easier because the core records are already connected.
Phase 4 – Templates
Templates standardize operations and improve efficiency.
Notice Templates
Used for communication and compliance notifications.
- Annual backflow testing reminder
- Compliance warning notice
- Service interruption notice
Report Templates
Used for internal reporting.
- Compliant assemblies
- Overdue tests
- System summaries
Phase 5 – Automation
Automation reduces manual work and keeps operations consistent.
Trigger-Based Automation
Automatically send notices or generate reports based on specific events.
Scheduled Tasks
Automatically create recurring work, such as annual backflow testing tasks.
Phase 6 – Ongoing Operations
Once setup is complete, users primarily operate through tasks and daily workflows.
My Rounds
- View tasks assigned to them
- Create routes
- Complete work
Individual User Responsibilities
- Verify their profile
- Customize their workflow
- Manage assigned tasks
Start With One Complete Customer Record
The best way to get started in R2 is to build one full customer record from start to finish.
Add a Location
Start with the customer location record.
Link a Contact
Add the customer or responsible party.
Add an Assembly
Connect the tracked equipment to that location.
Create a Task
Once setup is in place, begin managing work.
The Location is where everything connects, but each linked item still remains its own record throughout the system. That means you can build records together on the Location page while still accessing Contacts, Assemblies, and Tasks individually in their own sections.
