Overview
Link a Service Agreement (SA) to jobs and estimates as pull-through work. This ties extra work, such as repairs, installs, and replacements, back to the agreement that generated the opportunity and adds those costs and revenues into the SA's profitability metrics.
Who uses this feature
Administrators, estimators, project managers, operations managers, and CSRs
Primarily benefits Commercial Service and Replacement business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
SA Profitability pages now separate Planned Visits, Pull-Through Work, and Combined metrics.
When a linked estimate is sold, and its job is completed, revenue, cost, and margin flow into SA profitability automatically.
Only one SA can be linked per job or estimate. Choose the agreement that drove the opportunity.
Existing jobs or estimates can be edited to add an SA, but metrics recalculate only after you save.
Book calls and attach Service Agreements
Link extra jobs to a service agreement and see profit in one place.
On the Call Booking screen, locate the Service Agreement field.
Note: For more details on job booking, see Book a job.
Click the Service Agreement dropdown.
Search and select the relevant active Service Agreement that you want to associate with the job.
Complete the rest of the booking form and save.
After the job is booked, it is tracked as Pull-Through Work under the selected Service Agreement.
Note: If you select to Attach Visit on the Call Booking screen, the job will be marked as a Service Agreement visit instead of a pull-through work.
Associate Job to Service Agreement
Associate a job with a service agreement as a pull-through work and track its profitability metrics in one place.
From the Search screen, locate and open the job you want to link with the Service Agreement.
On the job screen, click Edit Job
.From the Edit Job screen, click the Service Agreement dropdown.
From the list, select the active Service Agreement you want to link to the job.
When finished, click Save.
After the job is completed, you can see the relevant data for that job in the Pull-Through Work tab in the Service Agreement.
Associate Estimates to a Service Agreement
To track sales and opportunity metrics against a Service Agreement, link the relevant estimate as pull-through work:
From the Search screen, locate and open the job you want to associate with the Service Agreement.
On the job page, either:
Click Actions > Create Estimate, or
Open an existing estimate linked to the job.
From the Edit Estimate screen, find the Service Agreement dropdown.
Select the active Service Agreement you want to link to the estimate.
Click Save to save the changes and present it to the customer as needed.
After being sold and completed, the estimate revenue and cost post to the Service Agreement as completed pull-through work.
Pull-Through Work reporting
After the job or estimate is associated with the service agreement, all the linked jobs and estimates show in the Pull-Through Work tab in the Service Agreement. To access Pull-Through Work reporting:
Go to the Service Agreement that is associated with the job or estimate. For more information on locating active Service Agreements, see Service Agreement Management overview.
From the Service Agreement side menu, click Pull-Through Work.
The tab displays KPIs specific to pull-through jobs and estimates, including:
Revenue from Jobs: Total revenue from jobs linked as pull-through work.
Gross Margin / Job: Revenue per job minus associated costs.
Pull-Through Gross Margin ($): Combined gross margin across all pull-through work.
Pull-Through Total Cost ($): Total cost of jobs associated with pull-through work.
Scroll down to view:
The Pull-Through Jobs table that shows all jobs linked to the Service Agreement and marked as pull-through.
The Pull-Through Opportunities & Estimates table that shows all opportunities and estimates linked to the Service Agreement and marked as pull-through.
Service Agreement Profitability
After a job or estimate is linked to a Service Agreement, it contributes to the agreement's profitability metrics as pull-through work. These insights help you understand the full value of the agreement—including work outside of planned maintenance—and support renewal and pricing decisions.
View Service Agreement Profitability
Go to the Service Agreement that is associated with the job or estimate. For more information on locating active Service Agreements, see Service Agreement Management overview.
From the Service Agreement side menu, click Profitability.
Use the tabs to segment the data:
Total Gross Margin: Calculated as total revenue minus total costs.
Planned Gross Margin: Calculated as the planned total revenue minus total costs.
Pull-Through Gross Margin: Combined gross margin across all pull-through work.
Pull-Through Revenue Multiplier: Compares the revenue generated from pull-through work to the revenue from planned agreement work.
View the Budget vs Actual table with the following KPIs:
Category | Description | Estimated | Actual | Variance | % of budget used |
|---|---|---|---|---|---|
Revenue (Planned) | Revenue expected and earned from scheduled SA visits (e.g., PMs). | Budgeted revenue from planned services. | Actual invoiced revenue from completed planned | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Revenue (Pull-Through) | Revenue generated from extra jobs/estimates linked to the SA. | Projected revenue from anticipated upsell work | Actual revenue from pull-through jobs/estimates. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Total Cost (Planned) | Costs incurred in performing scheduled work. Includes labor, materials, equipment, etc. | Estimated cost for all planned visits. | Actual job costs logged for planned visits. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Total Cost (Pull-Through) | Costs for jobs/estimates performed outside the SA's scheduled scope. | Estimated cost of additional work. | Actual costs for pull-through jobs. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Gross Margin % (Planned) | Profitability % for planned work. Calculated as: (Planned Revenue – Planned Cost) ÷ Planned Revenue × 100 | Projected profit % from planned work. | Realized margin % from completed visits. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Gross Margin % (Pull-Through) | Profitability % for extra SA-driven work: (Pull-Through Revenue – Pull-Through Cost) ÷ Pull-Through Revenue × 100 | Target margin % on expected extra work | Actual margin % from completed pull-through jobs. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Gross Margin $ (Planned) | Dollar profit from planned work: Revenue – Cost | Projected gross profit from planned services. | Realized profit from executed planned visits. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Gross Margin $ (Pull-Through) | Dollar profit from upsell/add-on work. | Expected gross profit from extra jobs. | Actual profit from completed pull-through jobs. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Margin / Labor (Planned) | Gross profit per labor hour for planned visits. | Projected profit per hour. | Actual profit per hour worked. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Margin / Labor (Pull-Through) | Profit per labor hour from pull-through jobs. | Expected margin per hour for extra work. | Realized margin per hour from SA-driven upsell work. | (Actual) – (Estimated) | (Actual) ÷ (Estimated) |
Filter the Service Agreement Profitability view
You can filter the Budget vs Actual table to view profitability metrics specific to pull-through work and see how much of this agreement's overall profitability comes from pull-through work.
From the Budget vs Actual table, click All, Planned, or Pull-Through.