Field Service Management coordinates customer visits from intake through dispatch, on-site work, stock consumption, signed completion and billing reconciliation. Dispatchers assign qualified technicians or crews within customer windows.
Service calls in one list
| Call number | Customer | Service location | Service category | Priority | Requested window start | |
|---|---|---|---|---|---|---|
| SC-41234 | Harbor Point Shoe Co. | Northbank outpatient clinic | Equipment installation | Low | 31 Oct | |
| SC-97431 | Bayview Kitchen Works | Elm House building A | Equipment installation | Medium | 25 Oct | |
| SC-52692 | Riverton Paper Supply | Northbank outpatient clinic | Water heater replacement | High | 02 Nov | |
| SC-81669 | Cedar Square Dental | Elm House building A | Refrigeration service | Emergency | 26 Oct | |
| SC-36686 | Northbank Wellness Group | Harbor Point main office | Water heater replacement | Low | 16 Oct |
An independent Crew Lead within the configured limit or Operations Manager reviews the estimate before the customer accepts that exact scope.
Every feature works on the same records. Pick one to see the screen your team works in.
Match each service visit to qualified people and a feasible customer window.
Approval conditions
| Call number | Customer | Assigned technician | Scheduled start | Scheduled end | Priority | |
|---|---|---|---|---|---|---|
| SC-24868 | Elm House Property Group | Nina Kowalski | 12 Oct | 18 Oct | Low | |
| SC-37555 | Ridge Depot Logistics | Sofia Haddad | 27 Oct | 02 Nov | Medium | |
| SC-86658 | Ridge Depot Logistics | Evan Mercer | 21 Oct | 23 Oct | High | |
| SC-23643 | Elm House Property Group | Daniel Okafor | 21 Oct | 26 Oct | Emergency | |
| SC-98344 | Cedar Square Dental | Andre Baptiste | 26 Oct | 28 Oct | Low |
Give technicians the route, job context and work history they need in the field.
Service calls
| Call number | Customer | Assigned technician | Arrived at | Scheduled start | Status | |
|---|---|---|---|---|---|---|
| SC-40626 | Harbor Point Shoe Co. | Ibrahim Farouk | 23 Oct | 29 Oct | On site | |
| SC-17587 | Harbor Point Shoe Co. | Ibrahim Farouk | 20 Oct | 29 Oct | On site | |
| SC-52800 | Cedar Square Dental | Tessa Nguyen | 03 Nov | 05 Nov | On site | |
| SC-60525 | Elm House Property Group | Tessa Nguyen | 16 Oct | 20 Oct | On site | |
| SC-32883 | Bayview Kitchen Works | Daniel Okafor | 23 Oct | 27 Oct | On site |
Keep field consumption, replenishment and inventory corrections connected.
Truck stock
| Technician | Part | Quantity | Last replenished at | Below minimum | |
|---|---|---|---|---|---|
| Tessa Nguyen | 20 x 20 pleated air filter | 180 | 29 Oct | 20 | |
| Nina Kowalski | 20 x 20 pleated air filter | 720 | 28 Oct | 840 | |
| Luis Ortega | Three-quarter inch copper elbow | 890 | 22 Oct | 500 | |
| Evan Mercer | Gas valve, 24 V | 770 | 11 Oct | 770 | |
| Andre Baptiste | Three-quarter inch copper elbow | 960 | 30 Oct | 940 |
Agree additional work and retain the exact scope the customer accepted.
Review estimate waits for the crew lead or operations manager
| Estimate number | Service call | Customer | Estimated amount | Created by | Revision | |
|---|---|---|---|---|---|---|
| EST-22303 | Rooftop unit tune-up at Ridge Depot | Bayview Kitchen Works | 40,250.09 | Andre Baptiste | 630 | |
| EST-37264 | No cooling at Harbor Point office | Northbank Wellness Group | 40,147.20 | Sofia Haddad | 90 | |
| EST-71133 | Breaker trip at Cedar Square | Bayview Kitchen Works | 47,413.56 | Evan Mercer | 710 | |
| EST-62099 | Boiler inspection at Northbank clinic | Ridge Depot Logistics | 28,526.61 | Nina Kowalski | 910 | |
| EST-52858 | Emergency drain clearing at Bayview | Elm House Property Group | 27,784.24 | Maya Desai | 590 |
Turn accepted service work into reconciled invoices and confirmed collections.
Invoices
| Invoice number | Service call | Customer | Invoice date | Total amount | Sync status | |
|---|---|---|---|---|---|---|
| INV-89490 | Rooftop unit tune-up at Ridge Depot | Harbor Point Shoe Co. | 09 Oct | 5,026.16 | Pending | |
| INV-97424 | Leak above Riverton stockroom | Riverton Paper Supply | 18 Oct | 43,449.34 | Failed | |
| INV-10963 | Rooftop unit tune-up at Ridge Depot | Elm House Property Group | 18 Oct | 19,314.10 | Unknown | |
| INV-83571 | Water heater repair at Elm House | Ridge Depot Logistics | 10 Oct | 25,911.09 | Pending | |
| INV-42234 | Boiler inspection at Northbank clinic | Elm House Property Group | 10 Oct | 34,196.53 | Failed |
Keep recurring visits, service history and customer feedback connected.
Service contract items
| Service contract | Service category | Service location | Next due date | Visits per year | |
|---|---|---|---|---|---|
| Elm House seasonal HVAC plan | Drain clearing | Northbank outpatient clinic | 02 Nov | 70 | |
| Harbor Point quarterly HVAC care | Preventive HVAC maintenance | Willow Market cold storage | 25 Oct | 250 | |
| Bayview kitchen maintenance plan | Preventive HVAC maintenance | Cedar Square dental suite | 03 Nov | 550 | |
| Harbor Point quarterly HVAC care | Equipment installation | Harbor Point main office | 31 Oct | 50 | |
| Ridge Depot rooftop unit plan | Water heater replacement | Harbor Point main office | 30 Oct | 210 |
Service request to paid visit ships ready to use. One step needs a named approval before the work moves on: Approve extra work (Operations Manager).
Capture the customer, location and service need.
Assign qualified people to a feasible customer window.
Give the technician the accepted route and job context.
Review the additional scope and retain customer acceptance.
Validate the work, acknowledgment and required collection.
Match the finished visit to invoice and payment receipts.
Open any service call to see its invoices, the roles that work on it, its process stages and its approvals on one page.
Service location, Service category, Requested window start and Requested window end.
Each line is linked to this service call.
Operations Manager, Dispatcher and Technician, each with their own permissions.
Accept the service request, with the role that acts.
Approve extra work, with who decides.
Northbank outpatient clinic · Low
| Invoice number | Service call | Customer |
|---|---|---|
| INV-89490 | Rooftop unit tune-up at Ridge Depot | Harbor Point Shoe Co. |
| INV-97424 | Leak above Riverton stockroom | Riverton Paper Supply |
| INV-10963 | Rooftop unit tune-up at Ridge Depot | Elm House Property Group |
Signed in as Operations Manager
| Decision | Approver | |
|---|---|---|
| Approve extra workReview the additional scope and retain customer acceptance. | Operations Manager | |
| Approve call-specific credit completion against a published credit policies revision only when different from requester and publisher | Operations Manager | |
| Approve Estimates above the snapshotted Crew Lead limit or when an independent Crew Lead is unavailable | Operations Manager | |
| Approve parts replenishments | Operations Manager | |
| Approve Estimates at or below the snapshotted limit only when different from created by | Crew Lead |
Everyone opens Field Service Management to the work that is theirs. Pick a role to see what it starts with.
Maintains identities, integration configuration and operational settings; configuration authority does not bypass transaction controls.
Owns service capacity, escalations and independent commercial decisions.
This is the first screen this role sees.
Service calls · Operations Manager
| Call number | Assigned technician | Assigned crew | Scheduled start | Scheduled end | Status | |
|---|---|---|---|---|---|---|
| SC-95597 | Daniel Okafor | Northside installation crew | 23 Oct | 01 Nov | Scheduled | |
| SC-67362 | Maya Desai | Airport maintenance crew | 21 Oct | 29 Oct | Dispatched | |
| SC-63396 | Priya Sato | Eastside electrical crew | 23 Oct | 30 Oct | En route | |
| SC-99431 | Nina Kowalski | Airport maintenance crew | 24 Oct | 27 Oct | On site | |
| SC-94421 | Andre Baptiste | Downtown HVAC crew | 24 Oct | 28 Oct | Scheduled |
Commits qualified assignments and customer windows and coordinates schedule changes.
This is the first screen this role sees.
Service calls · Dispatcher
| Call number | Assigned technician | Assigned crew | Scheduled start | Scheduled end | Status | |
|---|---|---|---|---|---|---|
| SC-95597 | Daniel Okafor | Northside installation crew | 23 Oct | 01 Nov | Scheduled | |
| SC-67362 | Maya Desai | Airport maintenance crew | 21 Oct | 29 Oct | Dispatched | |
| SC-63396 | Priya Sato | Eastside electrical crew | 23 Oct | 30 Oct | En route | |
| SC-99431 | Nina Kowalski | Airport maintenance crew | 24 Oct | 27 Oct | On site | |
| SC-94421 | Andre Baptiste | Downtown HVAC crew | 24 Oct | 28 Oct | Scheduled |
Records work only on assigned individual calls or calls assigned to a crew of which they are a current authorized member.
This is the first screen this role sees.
Route stops · Technician
| Stop order | Stop type | Service call | ETA arrival | ETA departure | Drive minutes from previous | |
|---|---|---|---|---|---|---|
| 350 | Service call | Rooftop unit tune-up at Ridge Depot | 21 Oct | 25 Oct | 55 | |
| 90 | Warehouse pickup | No cooling at Harbor Point office | 27 Oct | 05 Nov | 40 | |
| 40 | Lunch | Emergency drain clearing at Bayview | 21 Oct | 29 Oct | 45 | |
| 800 | End of day | Boiler inspection at Northbank clinic | 12 Oct | 16 Oct | 90 | |
| 270 | Service call | Water heater repair at Elm House | 18 Oct | 20 Oct | 15 |
Works assigned crew calls and provides an independent pricing decision where the configured limit permits.
This is the first screen this role sees.
Route stops · Crew Lead
| Stop order | Stop type | Service call | ETA arrival | ETA departure | Drive minutes from previous | |
|---|---|---|---|---|---|---|
| 350 | Service call | Rooftop unit tune-up at Ridge Depot | 21 Oct | 25 Oct | 55 | |
| 90 | Warehouse pickup | No cooling at Harbor Point office | 27 Oct | 05 Nov | 40 | |
| 40 | Lunch | Emergency drain clearing at Bayview | 21 Oct | 29 Oct | 45 | |
| 800 | End of day | Boiler inspection at Northbank clinic | 12 Oct | 16 Oct | 90 | |
| 270 | Service call | Water heater repair at Elm House | 18 Oct | 20 Oct | 15 |
Requests and fulfils parts transfers within the configured inventory ownership boundary.
This is the first screen this role sees.
Parts replenishments · Inventory Clerk
Reads operational summaries without transaction or identity administration rights.
Review accepted service outcomes, utilization, materials and reconciliation.
This quarter
How far records got this quarter
| Stage | Reached | Step | |
|---|---|---|---|
| Created | 37 | ||
| Scheduled | 27 | 73% | |
| Dispatched | 18 | 67% | |
| En route | 9 | 50% |
Sample counts per stage
Count distinct completed calls by completion date, category, technician and location service area. Cancelled and rescheduled visits are separate outcomes.
For completed calls whose 30-day observation window has elapsed, report the share without an explicit recall visit linked by original call; show immature cohorts separately.
Among arrived calls with a valid promised customer window, measure arrivals within that frozen window in the location time zone; show missing windows separately.
Closed billable labor hours divided by frozen daily availability, including days without calls. Later roster, leave or working-slot changes do not rewrite historical capacity; open clocks remain excluded and missing daily evidence is shown as incomplete.
Net posted parts consumption by part, technician and week, reconciled to stock movements and current truck balances including compensating reversals.
Acknowledged nonvoid AR invoice value excluding tax by service category and month; pending or unknown AR handoffs remain reconciliation exceptions.
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.
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.
See how Field Service Management fits your kind of team.
Plan qualified visits, recurring maintenance and equipment repair work.
Coordinate customer sites, access instructions and repeat service commitments.
Bring dispatch, on-site diagnosis and billing into a connected service workflow.
Each stage of service request to paid visit names the role that acts and the status it records, so a change is never anonymous.
Each stage, the role that acts and the status it records
Use Proto to configure dispatch, mobile work, stock and billing controls.
Set up connections through ERP.AI and Proto workflows, with every change logged.
Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.
Browse all 35 tablesStart with one team and one process, then add the rest once the basics are running.
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.
Test skill expiry, crew capacity, customer windows, travel assumptions, access notes and supported mobile behavior with representative visits.
Set independent estimate limits, customer signature evidence, required collection policy and effective tax inputs. Reconcile payment and AR request outcomes.
Exercise duplicate intake, offline replay, reassignment, insufficient stock, rejection, cancellation, refund and uncertain connector outcomes.
Release the reviewed configuration, reconcile open work and assign owners for dispatch, mobile, inventory and billing exceptions.
$0per user
The base account and everyday work in the ERP.AI app are free, for every user.
| Usage | Per $1 |
|---|---|
| Record reads (list, filter, get) | 20,000 |
| Search or aggregate queries | 4,000 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| Workflow runs | 2,000 |
| AI agent runs | 2,000 |
| Scheduled jobs or webhooks | 20,000 |
| File uploads (MB) | 2,000 |
| CSV or PDF exports | 100 |
Click Get started 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.
Yes. Assign one eligible technician or a crew, then check each participating member against the required skills, work window and other commitments before dispatch.
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.
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.
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.
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.
Keep the request Unknown and reconcile its original processor identity before retrying. An authorization, timeout or offline request is not a confirmed collection.
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.
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.
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.
Start free, then use Proto to change fields, steps and approvals before your team goes live.