Rossware
Scheduling and dispatch software built for appliance repair shops
ProPay integrates with Rossware, a field service management platform. Rossware's ServiceDesk software handles scheduling, dispatch, and call management for independent appliance repair companies. ProPay's triage decides what reaches it, then reads job status back to drive automated updates.
Rossware’s ServiceDesk software handles scheduling, dispatch, and call management for independent appliance repair companies, connecting jobs to technician routes and tracking a call from intake through completion. ProPay sits in front of Rossware and decides what actually needs to reach it, a job only gets created after triage has already ruled out a no-truck-roll resolution.
What ProPay does with Rossware
ProPay engages the homeowner over SMS to collect model and serial numbers, photos, and symptom detail, then recommends repair, replacement, or call avoidance, before Rossware is involved at all. Where a truck roll is warranted, ProPay passes Rossware an enriched job: a predicted job code and the parts the technician is likely to need.
Before Rossware ever sees a call, ProPay has already engaged the homeowner over SMS, collecting model and serial numbers, photos, and symptom detail, with 80 to 83 percent of homeowners responding. That triage is what decides whether a job reaches Rossware at all: 7.9 percent of submitted claims are resolved without a truck roll.
As the job moves through Rossware’s routing and call management, ProPay reads status back to drive automated homeowner and contractor updates over SMS, and validates the resulting invoice against the authorization record before payment releases.
How the Rossware connection works
Rossware already connects directly to dispatch platforms like ServiceBench and ServicePower, and ProPay uses that same integration layer to read and write job data.
Where Rossware doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment. Triage, authorization, and payment can each go live against Rossware independently of one another.
What stays in Rossware
Call management, route optimization, and technician scheduling stay inside Rossware.
What changes is how much of a dispatcher’s day is spent on calls that never needed a technician. ProPay resolves those before Rossware sees them, so the jobs that do reach Rossware are the ones that actually warranted a truck roll.
Data handling and security
The connection to Rossware runs on a company-specific ProPay instance, one client’s job data and customer records are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every triage recommendation carries a confidence level and the inputs behind it, and is logged. Recommendations outside your configured thresholds route to a person before a job ever reaches Rossware.
Deploying the integration
A dedicated Forward Deployed Engineer builds and maintains the Rossware connection alongside your team, mapping job codes and dispatch fields to how Rossware is configured for your operation.
Frequently asked questions about ProPay and Rossware
Does ProPay replace Rossware?
No. Rossware keeps handling scheduling, routing, and call management; ProPay decides upstream what should reach it and enriches the job before it does.
How does ProPay connect to Rossware?
ProPay uses the same dispatch integration layer Rossware already exposes to platforms like ServiceBench and ServicePower. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Does ProPay reduce truck rolls sent to Rossware?
Yes. Triage resolves 7.9 percent of submitted claims without dispatch, so fewer unnecessary jobs reach Rossware in the first place.
