GreenSky® changes
What are the upcoming changes to the GreenSky® integration?
There are 3 key changes that will be coming up between May and September 2022:
Technician Training: If you submit an application, you will be required to take a brief annual training to ensure compliance with program rules.
Merchant Transaction Authorization: All transactions will require consumer authorization as part of the process of processing a transaction against a customer's account.
Account Activation Requirements: Accounts will be activated by email or text message. After an application is submitted, applicants and co-applicants will receive a message asking them to activate their account. Funding requests can only be submitted on activated accounts.
Why is ServiceTitan making so many changes to the GreenSky® integration?
The upcoming changes are being required by GreenSky® to ensure compliance and security for both merchants and their customers. We update our integration to accommodate these changes to ensure your workflows aren't disrupted while technicians sell in the field.
What is the technician training requirement?
Anyone who submits an application will be required to take a brief annual training course to ensure compliance with program rules. To ensure compliance for each technician, we will send either the technician's phone number or email when an application is submitted.
Note: A technician can take the required training prior to being dispatched. To access the training, tap the Profile icon on the top right corner of ServiceTitan Mobile and tap GreenSky Training from the profile menu. You will get in-app reminders to take the training starting 30 days before the required completion date.
How can I start training my existing technicians now?
Technicians can take the training course by going to the GreenSky® training link: https://usertraining.greensky.com/. When they access this page, they should enter the name, email, and phone number exactly as it appears in their ServiceTitan account. We have also created a template that you can download and use to pre-fill all appropriate fields on this page. This will be helpful in ensuring the records on GreenSky® are an exact match to ServiceTitan.
Note: When technicians access this page, they should enter the ServiceTitan name field for both First Name and Last Name.
For example, Technician "John Doe" will enter his name into the GreenSky® portal as:
First Name: John Doe
Last Name: John Doe
What should I do if technician training has expired?
If the technician's training has expired, they will see the warning message in ServiceTitan Mobile which prevents them from submitting applications until they have taken the training. They should click the link which will take them to the GreenSky training portal.
Why does the GreenSky® training form display my name twice?
Technician names in ServiceTitan are stored in the Name field. GreenSky® allows our merchants to submit their technician's profile name, exactly as they are displayed in the ServiceTitan application for both their First Name and Last Name fields. This ensures that a technician's training records are stored correctly and will link correctly back to ServiceTitan.
I just onboarded new technicians. How can I get them trained on GreenSky®?
Technicians can take the training course by going to the GreenSky® training link: https://usertraining.greensky.com/. When they access this page, they should enter the name, email, and phone number exactly as it appears in their ServiceTitan account.
Note: When technicians access this page, they should enter the ServiceTitan name field for both First Name and Last Name.
For example, Technician "John Doe" will enter his name into the GreenSky® portal as:
First Name: John Doe
Last Name: John Doe
My technician has already completed training, but the mobile app says that they need to complete training. Why?
This could be for one of two reasons:
Technicians need to take the training every year. If their training was completed more than a year ago, they have to complete the training again.
Their email address or phone number was changed in their ServiceTitan account. These details are used by GreenSky® to verify training and a change will require technicians to complete the training again.
How long does GreenSky® training take?
Training takes roughly 2-3 minutes. There are a total of 5 screens with 5 questions.
Note: Each screen must be shown for at least 10 seconds before an arrow will appear, allowing technicians to proceed.
How do customers activate their GreenSky® accounts?
After an application is submitted, applicants and co-applicants will receive a text message or email asking them to activate their account. The message will automatically get sent out after a GreenSky® offer is extended to the applicant.
How long do customers have to activate their loan?
If the account hasn't been activated after the first attempt, GreenSky® will automatically send the activation email/text again at the 24-hour and 48-hour marks. After these attempts, GreenSky® doesn't reach out again for activation.
What if the link in the activation text/email expires?
The activation link is active for 6 hours from the time it's sent. If the link expires, the customer should click it, and a new link will be sent by GreenSky® by text or email. This is an automated process. The new link is active for 6 hours.