Bring dispatch, on-site diagnosis and billing into a connected service workflow.
Electrical and appliance service often starts with a reported fault and becomes clearer after the technician reaches the customer. Field Service Management keeps the original request, site work, extra-scope estimate and finished-service evidence connected. Dispatch can make an informed assignment, while the technician has a clear route for recording work and asking for additional authorization.
Use the diagnosis and expected work to select the skills required for the visit. Recheck certifications for the scheduled window and keep an unresolved requirement visible. Priority can change the dispatch decision without removing qualification or capacity rules.
Capture the configured photos, labor sessions and service notes against the assigned call. Crew members keep their own labor entries. Open sessions remain unfinished work until accepted end times are recorded, so a mobile clock cannot inflate completed labor reporting.
Prepare scope, price and terms when the repair goes beyond the original request. An independent eligible reviewer authorizes the estimate internally, and the customer accepts the same revision. Declined or expired pending work does not become a charge on the final service invoice.
On-site payment requests follow the configured service and evidence rules. A timeout remains uncertain until the original request is reconciled. Confirmed payment and AR posting have separate receipts, preventing a retry from creating another invoice or charge.
The right service category
Evidence from the visit
A clear extra-work decision
Reconciled collection
Same records, same gates. The configuration changes how the process runs for this team.
The assigned Technician or Crew Lead records Status: Dispatched → EnRoute → OnSite;
| Call Number | Customer | Assigned Technician | Scheduled Start | Scheduled End |
|---|---|---|---|---|
| SC-24868 | CUS-144 | HW | 06 Sep | 12 Sep |
| SC-37555 | CUS-022 | CL | 21 Sep | 27 Sep |
| SC-86658 | CUS-013 | TL | 15 Sep | 17 Sep |
| SC-23643 | CUS-009 | UK | 15 Sep | 20 Sep |
| SC-98344 | CUS-035 | JZ | 20 Sep | 22 Sep |
| SC-52344 | CUS-055 | DM | 22 Sep | 01 Oct |
| 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 |
Commits qualified assignments and customer windows and coordinates schedule changes.
Records work only on assigned individual calls or calls assigned to a crew of which they are a current authorized member.
Works assigned crew calls and provides an independent pricing decision where the configured limit permits.
Requests and fulfils parts transfers within the configured inventory ownership boundary.
Owns service capacity, escalations and independent commercial decisions.
Give technicians the route, job context and work history they need in the field.
Turn accepted service work into reconciled invoices and confirmed collections.
Match each service visit to qualified people and a feasible customer window.
Agree additional work and retain the exact scope the customer accepted.
Keep field consumption, replenishment and inventory corrections connected.
Keep recurring visits, service history and customer feedback connected.
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.
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 RecallVisit linked by OriginalCall; show immature cohorts separately.
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.
Related questionYes. Assign one eligible technician or a crew, then check each participating member against the required skills, work window and other commitments before dispatch.
Related questionRoute 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.
Related questionSupported 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.
Related questionAn 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.
Related questionAccepted 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.
Related questionKeep the request Unknown and reconcile its original processor identity before retrying. An authorization, timeout or offline request is not a confirmed collection.
Related questionNo. 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.
Related questionFirst-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.
Related questionPlan 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.
