The Simple Texting Feature That Solves Big Service Problems

When it comes to running a field service business, the real challenge isn’t just completing jobs—it’s managing everything that happens around the job. If you ask any service business what keeps them up at night, and you’ll hear a familiar list: miscommunications, missed appointments, and constant back-and-forth with customers. These can quietly chip away at your team’s productivity because the real issue isn’t just communication—it’s consistency. 

Worse, they ruin trust.

That’s why we’ve introduced a powerful new tool to OSP Mobile 2.0—Automated Customer Service Texting. It’s a communication assistant built right into your existing workflow. It quietly handles the updates your customers want, exactly when they need them, without asking your team to lift a finger.

Even better? If you're already using OSP Mobile 2.0, you’ll get this feature at no additional software charge.*

Let’s Talk About What It Does

This isn’t just another “status update” tool. It’s a multi--stage, text automation system that you manage to mirror your service workflow—so your customers know what’s happening, when it’s happening, without anyone on your team manually reaching out.

Here’s what it looks like in action:

• Appointment Confirmation (NEW): Your customer gets a text as soon as the job is booked—no need to follow up.

• On the Way Notification (DSP): When your tech heads out, the customer is notified with an ETA.

• Arrival Notification (ONS): They know the technician has arrived—no surprises.

• Service Update (SOC): When the job’s done, your tech can quickly close the loop with a single tap.

• Feedback Request (CMP): After the work is complete, the customer gets a link to leave a review or rating.

Each message is sent automatically based on status codes already in your workflow. It’s simple to set up, and just as easy to adjust. Want to customize your language or include a branded message? You can. Want to link a survey or route questions to a phone line? That’s built in, too.

The Value Behind the Feature

In most field service environments, there’s a gap between what’s happening in the field and what the customer experiences. That gap creates misunderstandings, missed windows, and extra labor for customer service staff who have to send manual updates or return follow-up calls.

While it may seem like a small feature, automated texting solves a large operational pain point. If you've ever had your dispatcher make multiple calls trying to confirm a customer’s availability, or if your techs have knocked on doors only to find no one there, you already know how much time and money is lost in the process. That’s not counting the time spent rescheduling or chasing down customer feedback after the fact.

With Ascent’s Automated Customer Service Texting, that entire gap disappears. You’re giving your customers peace of mind, while giving your team back their time.

Let’s break down the core benefits:

1. Fewer No-Shows, Less Frustration Ever had a technician show up only to find the customer wasn’t there? Those wasted hours add up fast. With "On the Way" and "Arrival" texts, customers are kept in the loop and far less likely to miss their appointment. That means fewer reroutes, less unbillable time, and more profitable days.

2. Standardized Messaging Means Fewer Mistakes Every customer hears the same thing, every time. No one forgets to send a message. No typos. No miscommunication. Our system ensures your brand stays professional, accurate, and consistent across the board.

3. Higher Customer Satisfaction People want to know what’s going on. Text updates provide the transparency they expect. And when customers feel informed, they’re more likely to trust your team—and leave positive reviews.

4. Feedback That Drives Growth The final text includes a survey link, helping you collect real feedback that you can use to improve. It’s an easy way to keep tabs on satisfaction and resolve issues before they turn into lost business.

5. No Additional Software Learning Curve This feature is built into OSP Mobile 2.0—so if you’re already using the platform, you’re ready. Just set up a texting plan and a Vonage connection, and you’re good to go.

For Businesses Still Hesitating to Switch Tools

If you’ve been promised automation before and walked away disappointed, you’re not alone. Many service providers have invested in flashy features that sounded great but were ultimately hard to implement, disconnected from their actual workflows, or came with added costs that didn’t match the value.

We’ve heard the stories. Tools that sound good on paper but fall apart when it comes to the day-to-day. With Ascent, you get more than software—you get a partner who’s been solving field service problems for over 30 years.

At Ascent, we’ve seen that happen too many times. That’s why we built this feature differently. It’s lightweight, easy to activate, and works within the system you already have. There’s no need to “learn a new tool” or “set up a new platform.” because it is built for service businesses like yours.

Unlike other platforms that force you into their workflow, our solution adapts to yours. Automated texting is just another example of how we help you communicate the way your team already works—just faster, smarter, and with less effort.

We also understand that not every customer is ready to fully digitize every interaction. That’s why this texting system doesn’t require them to text back. Instead, messages can include a direct phone number or email so customers can reach out in the way that’s most comfortable for them.

A Few Technical Notes to Keep in Mind

The automated texting feature is included with OSP Mobile 2.0, but to enable texting functionality, you'll need a Vonage texting service plan.  We’ve made that onboarding process straightforward. Your Ascent team can guide you through configuration, including setting up your branded messages and activating your automated survey link.

To stay compliant, we also recommend posting a brief SMS disclaimer on your company website, which we can help you create. This ensures customers know they’ll receive service-related texts and gives your team legal peace of mind.

Your Messages, Your Way

Every company has its own voice. Our system lets you personalize messages to match your tone and brand—from friendly and casual to clear and formal. You’re not locked into cookie-cutter text.

Want to add your customer service email or a direct line to call back? You can. Want to make the "On the Way" message a little warmer? No problem. You’re in control of the content, while the system handles the delivery.

A Note on Replies

To keep things streamlined, replies to the text messages go to a designated customer service email or phone number you provide. There’s no need for two-way texting management—just a clear path back to your team if the customer needs to reach out.

You also maintain full visibility and audit trails since everything is logged in the system.

Getting Started Is Simple

You don’t need a full IT team to launch this. All you need:

• A Vonage account

• A texting service plan

• A few minutes to personalize your messages

• A disclaimer notice about texting, posted on your website

From there, your OSP Mobile 2.0 setup does the rest.

We’re happy to walk you through the setup and help you craft messages that fit your business.

Let’s Make Service Simpler

Great service doesn’t happen by accident—it’s built into your systems. This new texting automation is more than just a nice touch; it’s a simple, effective way to tighten communication, save your team time, and create a better experience for every customer you serve.

At Ascent, we build software that works, backed by support from people who know what it takes to run a service business. This feature is just one more way we help you do that better.

If you’d like help setting it up or want to talk about upgrading your current workflow, we’re ready when you are.

*Text messaging feature is included with OSP Mobile 2.0. Requires an active texting service plan and Vonage account. Contact your Ascent rep for assistance.