Introduction
In Wello Solutions, a service area is a geographical region that you define and to which you link both customers and users (technicians, planners, and managers). The number of service areas you can create depends on your license plan. Some organisations may operate with a single service area (e.g., one country or region), while others may divide their territory into multiple service areas for better operational efficiency.
By linking customers to service areas, you enable Wello Solutions to deliver smarter planning, streamlined management, and optimised data synchronisation across your organisation.
What is the benefit of using service areas?
1) Planning Efficiency
Organising customers and technicians by service area significantly enhances your planning capabilities:
The Plan Board will automatically flag any job assigned to a technician outside of the customer’s service area. (You can override these warnings if necessary.)
Advanced planning algorithms will use service area assignments to suggest better, more efficient scheduling options.
By narrowing down which technicians are available for which jobs, planning becomes faster, smarter, and more efficient.
2) Why a Work Order might not be visible anymore on the Plan Board
If a technician suddenly no longer sees a Work Order they previously had access to, it may be due to a mismatch or change in service area assignments.
Specifically:
Both the technician and the customer must be linked to the same service area as the Work Order.
If either party (technician or customer) is no longer associated with the correct service area, the WO will no longer appear in the technician’s Plan Board or mobile app.
Additionally, the account being used must also be correctly linked to the service area. This is essential for visibility and synchronisation.
This requirement ensures that planning remains accurate, and that users only interact with data relevant to their assigned regions. Always verify service area links for technicians, customers, and accounts if a WO seems to disappear unexpectedly.
3) Management Control
When managing a larger team of technicians, service areas help you organize your workforce more effectively:
You can assign specific planners to manage specific service areas.
For example, Planner A can manage Service Area 1, while Planner B manages Service Area 2. Each planner will only see and manage work orders, customers, and technicians related to their assigned service areas.
This setup helps avoid confusion and reduces the risk of scheduling conflicts.
You can configure planner roles under the User menu in the web portal:
Search for the user
Enter Edit Mode
Go to the Assign to tab
In the Service areas section, assign the relevant service areas and select Planning manager as needed.
Alternatively, you can assign planner rights while inviting the user for the first time.
4) Data Synchronisation Optimisation
Service areas also improve data synchronisation between the web portal and technicians’ mobile devices:
Technicians only receive data relevant to their assigned service area(s), reducing the amount of data being transferred and stored.
This keeps the mobile app fast and responsive, even for large service organisations.
It also adds an extra layer of security. Since only relevant data is stored on the device, exposure in case of theft or loss is minimised.
The mobile database is encrypted by default, but limiting data further enhances protection.
Note: If you manage multiple Service Organisations within Wello Solutions, technicians can belong to multiple organisations but can only sync with one organisation at a time on their mobile device.
Main and Additional Service Areas
Every customer and user must be linked to at least one main service area. If your account only has one service area, Wello Solutions assigns this automatically.
However, if your license allows for multiple service areas, you can link customers and users to multiple areas. This flexibility provides several operational benefits:
1) For Customers
Some customers may be located near the borders of multiple service areas. Assigning them to more than one service area allows:
Access to a larger pool of technicians.
More flexible and efficient planning.
Better automated scheduling using Wello’s advanced planning algorithms.
2) For Users (Technicians & Planners)
Technicians: A technician living near a service area border may be assigned to multiple service areas, allowing planners to schedule them for jobs in any of these areas.
Planners: Assigning planners to multiple service areas allows them to view and manage work orders, customers, and technicians within all assigned areas.
Users (technicians and planners) can only access customer information for service areas they are linked to, unless they are designated as a manager for the entire service organisation.
Summary
Linking customers (and users) to service areas is a key part of how Wello Solutions helps your service organisation operate efficiently, securely, and with maximum flexibility. It supports smarter planning, clearer management roles, and faster, more secure mobile data synchronisation.
By correctly assigning service areas, you ensure that your service operations scale smoothly — whether you operate in one city or across an entire country.