Platform - Getting Started

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Logging into Successware Platform

Each time that you open Successware Platform you will be required to log in. Each individual user should have their own unique Email Address and Password.



  1. Enter your email address and password on the log in screen.
  2. Click Log in

Note: If this is your first time logging in as a user and are using the password that was given to you by the administrator, you will be required once you log in to change your password.


Changing Your Password

Based upon the password conditions set up within your company, you may be required to change your password after a set number of days. You will also be required to change your password after your initial login to Successware Platform.


To change your password

  1. Click on Forgot Password on the Log in screen.
  2. Enter your email address, click the Submit button, and you will be sent a link to reset your password.

Sample email notification:


  1. In the Change Password screen enter your new password in the New Password field and then type it again in the Confirm New Password Be sure that your new password conforms to the password rules that are identified at the top of the window.     

  2. Click Submit.


Toolbars and Menus

Main Menu

Click on the menu bars menu_bar.png in the upper left corner to open all modules.

The Main Menu is used to navigate to the various Modules, Setup Components and Utilities in Successware Platform.



Zip Code Searches

The Zip Code and Cities tables in the Reference Library allow you to auto-populate a number of other fields when adding Service Locations, Billing Accounts or Vendors. When performing data entry if you enter a zip code or city that is included in the Zip Code or Cities reference table, the State, Zone, State and Tax Code fields will be filled. Successware performs its Zip code searches differently depending upon whether you have set the Country field in Company Setup to United States or Canada.

If you have chosen United States, the zip code search will be based upon the first five digits that you enter into the Zip Code field. For example if you were to type "14068-1215", Successware would look up "14068" in the Zip Code Reference table and if it finds a match will populate the other fields.

If you have chosen Canada, the zip code search will be based upon the first three characters in the Zip Code field. For example, if you were to type "M5V 1J2", Successware would look up "M5V" in the Zip Code Reference table and if it finds a match it will populate the other fields. When setting up the Zip Code reference table in Canada, you only need to add each 3-digit postal code, not the three characters that follow it.


User Management 

User Management in Successware Platform is used to assign permissions to the different users within a company who use the software. Since the different users will be performing different tasks and should be allowed to access different data and functionality, Successware Platform requires users to be assigned to a User Role which controls their access to the system.

When Users are created you will assign the user to a User Role.  Multiple users can be assigned to the same User Role. In order to add or take away permission from all of the members of a particular User Role, you merely need to edit the User Role and the change will be inherited by all members of the group.

The User Management Screen is accessed from the Main Menu, choosing the Setup option, and selecting User Management. 




Successware Platform comes with only one User Group established called ADMIN.  This User Management has permissions to every function in Successware Platform.  You will want to create additional User Management so that users will only have access to those features that are necessary for them to do their jobs.


      1. Select the User Roles subtab at the top of the screen.

      2. Click Add User Roles to create a new User Role.


      3. Click on a tab and select those features you want your new User Role to be able to use by placing a checkmark in the box preceding the function title.  Do this for all tabs. 


     4. Click Save when you have finished assigning.


If you wish to make changes to an existing User Role, click Edit on the same line as the User Role.  When finished, click Save.

Other functions that can be accessed from this screen include:

  • Delete- clicking on this button will delete the selected User Group.  Be aware that Successware will not allow you to delete a User Group while there are still users assigned to it.  All User Group members must either be assigned to other User Groups or be deleted from Successware before you can delete a User Group.


User Setup

Each person who logs into and uses Successware must have an email address and Password. Emails and Passwords allow you to restrict access to the software. Each User is assigned to a User Role (or Permission set) which allows you to further restrict the areas of Successware that a user can access.

The User Setup can be accessed by choosing the General Setup option in Quick Start or by accessing the Main Menu, selecting Setup, choosing the User Manager button.

This screen allows you to create users and assign them to a group.  Every user MUST have a unique login. 


To Create a New User

  1. Click  mceclip0.png
  2. Enter an email address.
  3. Enter the Full Name of the user. This will appear in the Call Taking Scripts. mceclip2.png
  4. Enter any applicable comments in the Comments field.
  5. Choose the User Group to which you want to assign the user.

  6. Click Save.
  7. You will be notified that you must reset the User's password before they can log in. Click OK to acknowledge message.

  8. Click the Set Password link.
  9. Click Yes to confirm the generation of a new password for the current user.

  10. Click Submit again to confirm the creation of the password.


Navigating in the User Form

At the bottom of the screen there is a series of arrows.  These help you to navigate through the user records.



User Manager

The User Manager allows you to access and manage your Successware users from one simple screen.

To Access the User Manager:

  1. Click on the menu_bar.pngbutton to open the Main Menu.
  2. Click on Setup.
  3. Click User Management.

The default view in the User Manager is to display users only.


Edit existing user accounts, reset passwords or delete users with the buttons to the right of their name.


Employee Setup

Before Payroll can be activated and used, in addition to normal employee setup (Employee Code, name, scheduling information, etc.) employee payroll setup must be completed. Required employee payroll setup is completed in the Employee Setup form and includes:

  • Pay Type
  • Pay Period
  • Hourly Rate or Annual Salary
  • Average Check
  • Automatic Overtime

The specific setup available for an employee depends upon the Pay Type that is chosen for the employee.


To Add an Employee

  1. Open the Main Menu from the toolbar in Successware, hover over the Setup option, and select Employee Management.
  2. Click the + Add Employee button. 
  3. The Employee Code is a required field that will display in Dispatch.  For employees that will appear in Dispatch, make sure to enter the name, initials, or number that you wish to use as the Employee Code. Note: Once an employee is saved, the Employee Code can no longer be changed!
  4. Enter the employee’s first name and last name.
  5. Select the Employee Type.  The system will mark the appropriate check boxes, such as Salesperson, Technician, and Maintain Assignments based on the type selected.  In order for an employee to show in Dispatch as someone who can be assigned a job, the employee would need to have the Employee Type of Installer, Sales/Tech, or Technician. Make sure that Maintain Assignments is marked for all employees that you wish to schedule in Dispatch.  If this is checked, timecard entries will automatically create assignments. 
  6. Automatic Overtime- If ‘automatic overtime’ is checked, overtime automatically calculated based on overtime setup will be included in the employee’s total overtime for a period.  If ‘automatic overtime’ is not checked, only manual overtime will be included in the employee’s total overtime.  In either case, during automatic calculation, both weekly and daily overtime will be calculated and available for reference.  (This ‘automatic overtime’ setting can be overridden for an individual overtime period in the employee’s timecard.)
  7. Enter the employee’s Job Title in the appropriate field.
  8. Select Active to indicate that this employee is presently employed and actively working.
  9. Click Save.



The Employee Setup Form

The Employee Setup form contains a number of tabs of information pertaining to the specific employee.


The Scheduling Tab allows you to specify what work an employee can perform, and what days/times they are available to work.

In order for an employee to show in Dispatch as someone who can be assigned a job, they would need to have at least one skill or qualification listed in the "Qualifications and Skills" section.  Also, the employee would need to have the Employee Type of Installer, Sales/Tech, or Technician.




Work Schedule

Use the mouse to check the days of the week the employee normally works. Then enter the employee’s normal start and stop times.

The Work Schedule must be set up for ALL employees if you are using payroll, even for Salaried employees. Successware will post salaried employee’s wages to the G/L based upon their work schedule.


Use this field to enter any comments or notes about the employee or his/her schedule.  This information is displayed as a pop-up hint when placing your cursor over the employee’s title panel in the Call Center.

Default Dept

Enter the department in which the employee normally works.  This department will be used for timecard entries that have no department assigned. For example, NTCs or Non-Job-related entries such as lunch or meeting time.

Vehicle ID

If the employee has been assigned a company vehicle, enter the vehicle’s ID here.

Qualifications and Skills

This button will allow you access to the Qualifications and Skills window, which allows you to identify the Job Classes, Job Types and Skills performed by a technician. These qualifications will be referenced when a call is assigned to the tech. If the tech does not have the appropriate qualifications and skills to perform the call, a warning will be displayed. At least one skill is required for the employee to show in Dispatch.


Address/Phone Tab




In this field, enter the employees home address which should include their street address, city, state, and zip code. 
Phone The employees personal home phone number should be entered into this field.
Pager If a pager is assigned to the employee, enter the number into this field.
Cell Phone The employees personal cell number should be entered into this field.
Pager Email If a pager email is assigned to the employee, enter the email address into this field.
Emergency Contact Enter the employees emergency contact information.


Personal Info Tab



Sex Use the radial buttons to select the correct identifier for the employee.
Marital Status Use the radial buttons to select the correct relational status for the employee.
Birth Date Type or select the calendar icon to enter the correct birthdate for the employee.
Marriage Date Type or select the calendar icon to enter the correct marriage date for the employee.
Social Security # Enter the social security number of the employee. Once entered and saved this section will become masked for privacy concerns. Only administration will be able to unmask this section.
Driver License # Enter a valid driver license number for the employee.
Spouse Name This section is optional. If the employee is married, enter the spouses name.
Employee # This field is for the employee identification number.
Hire Date Enter the date of hire for the employee.
DL Expiration Enter the date of expiration for the employees drivers license.
Spouse Birth Date This section is optional. If the employee is married, enter the spouses birthdate. This can be done by typing in the information or using the calendar icon.
Termination Date This date is for employees that are no longer with the company and have since been terminated. This date should be filled out in accordance with the actual termination date of the employee. In the case that the employee is a temporary hire/contractor, etc., you can enter the termination date beforehand. If the employee is hired on with the company you can leave this blank. 


Training Tab

The training tab tracks an employees past, present, and future training. Click "Add Item" and enter the Date and Training/Seminar Description. Once this field is completed you can save the information.

Pay Type Tab

The Pay Type tab changes depending upon the information entered into the Wage Information section on the Wage Info tab.

Work Biography Tab

The Work Biography tab allows you to upload a picture of your employee and also enter a professional biography. When you upload a picture of your employee, the size will automatically adjust to roughly 150x170 pixels.


Wage Information Tab


On the Wage Information tab, you will define information related to Payroll for the selected employee.



Pay Type

Select whether the employee is Hourly, Salary or is paid by Piece rate. ONLY set up employees as hourly if you want their earnings based on timecard entries. If pay is based upon billed hours your will use Piece Rate and enter their hours through the Miscellaneous Wage Manager.

Pay Period

Select how often the employee is paid.  Only the pay periods you have defined in payroll setup will be available.

# Exemptions

Enter the number of exemptions that the employee is claiming. This field is for your information only and not used by the payroll module.

Hourly Rate

For hourly employees, enter the employee’s hourly pay rate.  Then enter the number of hours the employee normally works in the pay period in the Avg Hrs/Period field.  The system will calculate the Annual Salary and Avg Check.

Annual Salary

For salaried employees, enter the employee’s annual salary.  Then enter the number of hours the employee normally works in the pay period in the Avg Hrs/Period field.  The system will calculate the Hourly Rate and Avg Check.

Avg Hrs/Period

Enter the number of hours the employee normally works in the pay period.

Avg Check

For piece rate employees, enter the gross amount of the employee’s normal check.  For hourly and salaried employees, this field will calculate automatically.

Pay Rates

Click on the Pay Rates button to optionally set up varying rates for different types of work, or for pay items. This is ONLY for hourly employees.

Bill Rate

The amount you bill for this employee.  If Payroll is not active, the system will use this as the bill rate for cost plus invoicing.

Bill Cost

The cost per hour for this employee.  If Payroll is not active, the system will use this as the hourly labor cost when importing timecard entries on an invoice.

Next Review, Last Review and Last Raise

Enter the appropriate dates.

Last Hourly Rate or Last Salary

The employee’s pay rate as of the last change.

Hire Hourly Rate or Last Salary

The employee’s starting pay rate.


Looking for a more interactive course on Successware 101? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at for a free account.

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