Dispatch and scheduling
Match each service visit to qualified people and a feasible customer window.
Field Service Management
Plan the visit. Equip the technician. Close the job.
Schedule qualified technicians, manage on-site work and parts, and reconcile service billing.
Live
View filterCreatedno assigned technicianno assigned crew
| Call Number | Customer | Service Location | Service Category | Priority | Requested Window Start |
|---|---|---|---|---|---|
| SC-41234 | CUS-240 | SL-120 | SC-4107 | Low | 16 Oct |
| SC-97431 | CUS-201 | SL-140 | SC-8613 | Medium | 10 Oct |
| SC-52692 | CUS-085 | SL-120 | SC-9920 | High | 18 Oct |
| SC-81669 | CUS-080 | SL-140 | SC-3932 | Emergency | 11 Oct |
| SC-36686 | CUS-021 | SL-110 | SC-8259 | Low | 01 Oct |
| SC-77134 | CUS-096 | SL-150 | SC-1105 | Medium | 04 Oct |
Illustrative records derived from the system specification.
Built for teams that work at the customer site
Dispatchers, field operations managers and service teams coordinating on-site customer work.
- Defined tables
- 35
- Operational views
- 16
- Defined roles
- 7
- Reports
- 8
Defined in the planned system specification.
What’s inside.
Schedule qualified technicians, manage on-site work and parts, and reconcile service billing.
Routes and mobile work
Give technicians the route, job context and work history they need in the field.
Parts and truck stock
Keep field consumption, replenishment and inventory corrections connected.
Estimates and signatures
Agree additional work and retain the exact scope the customer accepted.
Billing and payments
Turn accepted service work into reconciled invoices and confirmed collections.
Service contracts and follow-up
Keep recurring visits, service history and customer feedback connected.
Give your field team a clear plan for every visit
View filterCreatedno assigned technicianno assigned crew
| Call Number | Customer | Service Location | Service Category | Priority |
|---|---|---|---|---|
| SC-41234 | CUS-240 | SL-120 | SC-4107 | Low |
| SC-97431 | CUS-201 | SL-140 | SC-8613 | Medium |
| SC-52692 | CUS-085 | SL-120 | SC-9920 | High |
| SC-81669 | CUS-080 | SL-140 | SC-3932 | Emergency |
| SC-36686 | CUS-021 | SL-110 | SC-8259 | Low |
| SC-77134 | CUS-096 | SL-150 | SC-1105 | Medium |
View filterStatusScheduledDispatchedEnRouteOnSitenext 1 days
- EM: SC-95597, 08 Oct to 17 Oct, Scheduled
- KF: SC-67362, 06 Oct to 14 Oct, Dispatched
- DY: SC-63396, 08 Oct to 15 Oct, EnRoute
- HW: SC-99431, 09 Oct to 12 Oct, OnSite
- NZ: SC-94421, 09 Oct to 13 Oct, Scheduled
- TA: SC-90601, 07 Oct to 11 Oct, Dispatched
View filterYouRoute.RouteDate = today
- RS-88097SC-8867106 Oct 10 OctServiceCall
- RS-84365SC-5877712 Oct 21 OctWarehousePickup
- RS-79297SC-6004306 Oct 14 OctLunch
- RS-40249SC-8077327 Sep 01 OctEndOfDay
- RS-23564SC-5896503 Oct 05 OctServiceCall
View filterSubmitted
- EST-22303 SC-48129 630 in 2 d
- EST-37264 SC-77569 90 9 d
- EST-71133 SC-32425 710 11 d
- EST-62099 SC-75702 910 6 d
- EST-52858 SC-67396 590 6 d
EST-22303
- ServiceCall
- SC-48129
- Customer
- CUS-238
- EstimatedAmount
- 40,250.09
- CreatedBy
- JS
- Revision
- 630
Review estimate waits for the crew lead or operations manager.
Illustrative preview · actions are unavailable here.
View filterYouStatusScheduledDispatchedEnRouteOnSite
View filterStatusApprovedPickedSent
View filterStatusPendingAuthorizedUnknownFailed
View filterStatusCreatedScheduledDispatchedEnRouteOnSite
Approval conditions
The assigned Technician or Crew Lead records Status: Dispatched EnRoute OnSite;
View filterStatusDispatchedEnRoute
| Call Number | Customer | Assigned Technician | Scheduled Start | Scheduled End |
|---|---|---|---|---|
| SC-24868 | CUS-144 | HW | 27 Sep | 03 Oct |
| SC-37555 | CUS-022 | CL | 12 Oct | 18 Oct |
| SC-86658 | CUS-013 | TL | 06 Oct | 08 Oct |
| SC-23643 | CUS-009 | UK | 06 Oct | 11 Oct |
| SC-98344 | CUS-035 | JZ | 11 Oct | 13 Oct |
| SC-52344 | CUS-055 | DM | 13 Oct | 22 Oct |
View filterOnSiteno completion signature
| Call Number | Customer | Assigned Technician | Arrived At | Scheduled Start |
|---|---|---|---|---|
| SC-40626 | CUS-028 | ZJ | 08 Oct | 14 Oct |
| SC-17587 | CUS-125 | FB | 05 Oct | 14 Oct |
| SC-52800 | CUS-079 | GD | 19 Oct | 21 Oct |
| SC-60525 | CUS-225 | EJ | 01 Oct | 05 Oct |
| SC-32883 | CUS-120 | BN | 08 Oct | 12 Oct |
| SC-10131 | CUS-141 | LR | 07 Oct | 15 Oct |
View filterSuggested
| Replenishment Number | Type | Part | Quantity | To Technician |
|---|---|---|---|---|
| PR-45749 | WarehouseToTruck | PRT-2349 | 820 | MC |
| PR-52125 | WarehouseToSupplier | PRT-1031 | 890 | AB |
| PR-61177 | WarehouseToTruck | PRT-7972 | 190 | YY |
| PR-36136 | WarehouseToSupplier | PRT-7070 | 260 | LG |
| PR-95188 | WarehouseToTruck | PRT-2008 | 790 | BR |
| PR-72124 | WarehouseToSupplier | PRT-3044 | 120 | NB |
View filterFailed
| Queue Number | Technician | Service Call | Event Type | Queued At |
|---|---|---|---|---|
| MSQ-52349 | VD | SC-80244 | StatusChange | 09 Oct |
| MSQ-89864 | JK | SC-60799 | PartsAdded | 30 Sep |
| MSQ-87406 | WG | SC-61876 | LaborStarted | 30 Sep |
| MSQ-89083 | XR | SC-11989 | LaborEnded | 03 Oct |
| MSQ-11458 | SX | SC-77397 | PhotoUploaded | 15 Oct |
| MSQ-27870 | FJ | SC-26366 | SignatureCaptured | 17 Oct |
View filterCompleted
| Call Number | Service Category | Assigned Technician | Service Location | Arrived At |
|---|---|---|---|---|
| SC-24444 | SC-8932 | HM | SL-150 | 27 Sep |
| SC-50069 | SC-7452 | SS | SL-130 | 09 Oct |
| SC-56364 | SC-1550 | DH | SL-140 | 05 Oct |
| SC-11489 | SC-7561 | BB | SL-110 | 06 Oct |
| SC-54201 | SC-4447 | AR | SL-110 | 20 Oct |
| SC-15486 | SC-1108 | SM | SL-110 | 10 Oct |
View filternext 14 daysServiceContract.Status = Active
| Service Contract | Service Category | Service Location | Next Due Date | Visits Per Year |
|---|---|---|---|---|
| SC-66522 | SC-6289 | SL-120 | 18 Oct | 70 |
| SC-38979 | SC-7812 | SL-150 | 10 Oct | 250 |
| SC-34772 | SC-4178 | SL-130 | 19 Oct | 550 |
| SC-86721 | SC-7094 | SL-110 | 16 Oct | 50 |
| SC-88974 | SC-9739 | SL-110 | 15 Oct | 210 |
| SC-22706 | SC-3593 | SL-110 | 17 Oct | 20 |
View filterSyncStatusPendingFailedUnknown
| Invoice Number | Service Call | Customer | Invoice Date | Total Amount |
|---|---|---|---|---|
| INV-89490 | SC-16108 | CUS-176 | 24 Sep | 5,026.16 |
| INV-97424 | SC-46492 | CUS-175 | 03 Oct | 43,449.34 |
| INV-10963 | SC-49001 | CUS-157 | 03 Oct | 19,314.10 |
| INV-83571 | SC-17955 | CUS-206 | 25 Sep | 25,911.09 |
| INV-42234 | SC-21721 | CUS-203 | 25 Sep | 34,196.53 |
| INV-30899 | SC-55510 | CUS-015 | 04 Oct | 25,973.93 |
View filterBelowMinimum = true
| Technician | Part | Quantity | Last Replenished At | Below Minimum |
|---|---|---|---|---|
| DK | PRT-4961 | 180 | 14 Oct | 20 |
| XC | PRT-3447 | 720 | 13 Oct | 840 |
| LV | PRT-1129 | 890 | 07 Oct | 500 |
| NJ | PRT-9309 | 770 | 26 Sep | 770 |
| AG | PRT-6296 | 960 | 15 Oct | 940 |
| RH | PRT-5354 | 310 | 01 Oct | 490 |
Connect dispatch, field work and the back office
Calls Completeddrill-down
Count distinct completed calls by completion date, category, technician and location service area. Cancelled and rescheduled visits are separate outcomes.
opens Completed Calls| Call Number | Service Category | Assigned Technician | Service Location | Arrived At |
|---|---|---|---|---|
| SC-24444 | SC-8932 | HM | SL-150 | 27 Sep |
| SC-50069 | SC-7452 | SS | SL-130 | 09 Oct |
| SC-56364 | SC-1550 | DH | SL-140 | 05 Oct |
| SC-11489 | SC-7561 | BB | SL-110 | 06 Oct |
- Created
- Scheduled
- Dispatched
- EnRoute
- OnSite
- Completed
- Cancelled
- Rescheduled
- CallNumber
- SC-24444
- ServiceLocation
- SL-150
- ServiceCategory
- SC-8932
- AssignedTechnician
- HM
- ArrivedAt
- 27 Sep
- CompletedAt
- 30 Sep
ownerOperations Manager
Go from the big picture to the records behind it. This example connects a report, its source view and one illustrative record.
Illustrative records. Connections and approval states follow the authored specification.
From service request to reconciled visit
Plan the visit. Equip the technician. Close the job.
Illustrative previews from the system specification.
-
01
Request
Capture the customer, location and service need.
Request to dispatchCall NumberCustomerService LocationService Category -
02
Schedule
Assign qualified people to a feasible customer window.
Request to dispatch -
03
Arrive
Give the technician the accepted route and job context.
Extra work to signed completionCall NumberCustomerService LocationService Category -
04
Approve extra work
Review the additional scope and retain customer acceptance.
An independent Crew Lead within the configured limit or Operations Manager reviews the estimate before the customer accepts that exact scope.
Extra work to signed completion -
05
Complete
Validate the work, acknowledgment and required collection.
Extra work to signed completionCall NumberCustomerAssigned TechnicianArrived At -
06
Reconcile
Match the finished visit to invoice and payment receipts.
Completed visit to reconciled billing
Agree additional work before it becomes a charge
Decision checkpoints where approval stays with your team.
Approve extra work
An independent Crew Lead within the configured limit or Operations Manager reviews the estimate before the customer accepts that exact scope.
Extra work to signed completionKeep schedules, stock and billing accountable
Human approval and system automation have different jobs.
Approve extra work
An independent Crew Lead within the configured limit or Operations Manager reviews the estimate before the customer accepts that exact scope.
The right workspace for each service role
Operations Manager
Owns service capacity, escalations and independent commercial decisions.
Call NumberCustomerAssigned TechnicianAssigned Crew
Dispatcher
Commits qualified assignments and customer windows and coordinates schedule changes.
Call NumberCustomerAssigned TechnicianArrived At
Technician
Records work only on assigned individual calls or calls assigned to a crew of which they are a current authorized member.
Crew Lead
Works assigned crew calls and provides an independent pricing decision where the configured limit permits.
Inventory Clerk
Requests and fulfils parts transfers within the configured inventory ownership boundary.
Viewer
Reads operational summaries without transaction or identity administration rights.
Understand service outcomes and open exceptions
Start with the question. Follow it to the records behind the answer.
Drill-down
Calls Completed
Count distinct completed calls by completion date, category, technician and location service area. Cancelled and rescheduled visits are separate outcomes.
View Completed CallsSource view · Illustrative records
Call NumberService CategoryAssigned TechnicianService Location
List report
First-Time-Fix Rate
For completed calls whose 30-day observation window has elapsed, report the share without an explicit RecallVisit linked by OriginalCall; show immature cohorts separately.
View Completed CallsSource view · Illustrative records
Call NumberService CategoryAssigned TechnicianService Location
List report
On-Time Arrival
Among arrived calls with a valid promised customer window, measure arrivals within that frozen window in the location time zone; show missing windows separately.
View Completed CallsSource view · Illustrative records
Call NumberService CategoryAssigned TechnicianService Location
Drill-down
Tech Utilization
Closed billable labor hours divided by the matching immutable TechnicianAvailabilityDays basis, including days without calls. Later slot, leave or employment edits do not change an earlier denominator. Expand actual crew labor per member without double counting; exclude open clocks and show missing basis as incomplete, not zero.
View Today's ScheduleSource view · Illustrative records
Call NumberAssigned TechnicianAssigned CrewScheduled Start
Drill-down
Parts Usage & Truck Stock
Net posted parts consumption by part, technician and week, reconciled to StockMovements and current truck balances including compensating reversals.
View Low Truck StockSource view · Illustrative records
TechnicianPartQuantityLast Replenished At
Drill-down
Revenue by Service Category
Acknowledged nonvoid AR invoice value excluding tax by service category and month; pending or unknown AR handoffs remain reconciliation exceptions.
View Invoices Pending AR SyncSource view · Illustrative records
Invoice NumberService CallCustomerInvoice Date
List report
Same-Day Payment Capture
Among completed calls requiring collection, measure confirmed net captures covering the billed amount within 24 hours of completion; authorizations, unknown outcomes and refunds do not count as paid.
View Payment ReconciliationSource view · Illustrative records
Payment NumberService CallMethodAmount
Check
Drill-down
CSAT by Tech & Category
Average verified responses on the configured score scale by technician, category and response period, with response count and invitation coverage; missing responses are not zero scores.
Source view · Illustrative records
Call NumberService CategoryAssigned TechnicianService Location
Configure your service operation with Proto
Let your AI agent help with everyday work. Set its permissions during setup and keep approvals with your team.
- Service intake
- Helpdesk handoffin
- Routes and customer communications
- Route serviceServiceLocations, Routes, RouteStops · in and out
- Customer messagesServiceCalls, RouteStops · out
- Inventory fulfillment
- Inventory and procurementin and out
- Payment reconciliation
- Payment servicein and out
- Accounts receivable
- Invoice handoffInvoices, InvoiceLines, Payments · in and out
- Customer feedback
- Survey servicein and out
- Agents
- Your agentWorks within the permissions you assign
Your agent works within the permissions you assign.
List the work that needs attention. Keep the approval with the assigned reviewer.
Download Proto Agent setup guide$ curl -fsSL https://www.erp.ai/skill.md
› open Field Service Management and list records waiting on approve extra work
Service request to paid visit · records listed with owner and age
› approve the first one at approve extra work, as its approver
Approval requiredWaiting for the assigned reviewer
Your questions, answered.
How the system works, what you can configure and how to get started.
How do I get started?
Click Start now to create your ERP.AI account, then use Proto to configure Field Service Management with your technicians, service locations, working windows, parts and approval policies.
Can we schedule a crew instead of one technician?
Yes. Assign one eligible technician or a crew, then check each participating member against the required skills, work window and other commitments before dispatch.
Will route optimization change a customer appointment?
Route planning proposes a feasible order and travel estimates. Dispatch accepts changes to the committed schedule; a background proposal cannot silently replace the promised customer window.
What can technicians do without a connection?
Supported notes, photos, labor and signature captures can wait in the mobile queue. On reconnect the server checks current assignment, revision and command identity. Offline captures do not establish confirmed payment or server completion.
Who approves additional work?
An independent Crew Lead within the configured limit or Operations Manager reviews the submitted estimate. The customer then accepts that exact scope and revision before additional work is charged.
How do truck stock corrections work?
Accepted parts consumption posts a traceable stock movement. Correct a posted mistake through a linked compensating movement and any corresponding billing review, preserving the original record.
What happens when a payment response is uncertain?
Keep the request Unknown and reconcile its original processor identity before retrying. An authorization, timeout or offline request is not a confirmed collection.
Does a completed visit automatically mean AR has posted its invoice?
No. The service billing snapshot is sent with a durable request identity. The local record retains the confirmed AR invoice reference only after a correlated acknowledgement.
Can recurring contracts cover several locations?
Yes. Each contract item identifies its covered service and location with its own occurrence schedule. Duplicate generation is prevented, and effective suspension or cancellation controls future visits.
How should we interpret first-time-fix and CSAT reports?
First-time-fix uses completed calls with an elapsed observation window and explicit linked recalls. CSAT uses actual verified responses with coverage shown separately; a missing response is not a zero score.
Implementation
Configure the service operation around its real appointments and controls.
Read the implementation plan- 01
Prepare the operational model
Your team: provide the technician and crew roster, identity mappings, service categories and certifications, customer locations and time zones, recurring agreements, working windows, parts and opening stock evidence, customer price policy, estimate limits, required completion evidence, communication permissions and scoped connector access.
Your team - 02
Configure assignments and work
Test skill expiry, crew capacity, customer windows, travel assumptions, access notes and supported mobile behavior with representative visits.
Team and ERP.ai - 03
Configure decisions and billing
Set independent estimate limits, customer signature evidence, required collection policy and effective tax inputs. Reconcile payment and AR request outcomes.
Team and ERP.ai - 04
Rehearse exceptions
Exercise duplicate intake, offline replay, reassignment, insufficient stock, rejection, cancellation, refund and uncertain connector outcomes.
Team and ERP.ai - 05
Release and observe
Release the reviewed configuration, reconcile open work and assign owners for dispatch, mobile, inventory and billing exceptions.
Team and ERP.ai
Pricing
The base account and ordinary manual work in ERP.AI's official interface are $0. Viewing, searching, creating, editing, approving, deleting and exporting records in that interface do not consume read or write credits. There is no per-user fee.
Machine work: external API-key requests, imports, workflows, agents and scheduled jobs. Successful external API-key reads and writes use the operation rates below. Starting a managed execution from the interface still starts that metered service.
Pricing and account rules| Machine work | Included per $1 of credit |
|---|---|
| List/filter or get record calls | 20,000 |
| Search or aggregate calls | 4,000 |
| CSV or PDF exports | 100 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| File upload in MB | 2,000 |
| Workflow runs | 2,000 |
| Code-node compute beyond included in CPU-sec | 12,000 |
| Agent executions | 2,000 |
| Scheduled jobs or webhook activations | 20,000 |
Read and write rates apply to successful external API-key requests. Ordinary manual work in the ERP.AI interface is $0.
prepaid creditsSmallest pack $5, purchased credits never expire.
Explore the complete system.
Follow the operating model from the process to the people, records and decisions behind it.
Industries
HVAC and refrigeration service
Plan qualified visits, recurring maintenance and equipment repair work.Property maintenance service
Coordinate customer sites, access instructions and repeat service commitments.Electrical and appliance service
Bring dispatch, on-site diagnosis and billing into a connected service workflow.
Reference
Roles and permissions
Give dispatch, field staff and the back office their own clear responsibilities.Reports and analytics
Review accepted service outcomes, utilization, materials and reconciliation.Data model
Connect service locations, accepted visits, posted stock and billing receipts.Integrations
Connect helpdesk, routes, payments, AR, inventory and customer feedback.Implementation
Configure the service operation around its real appointments and controls.Agent reference
Use Proto to configure dispatch, mobile work, stock and billing controls.
