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Overview

The Customer Management module in Fentu FSM is your central hub for managing all customer-related information. From basic customer details to complex asset hierarchies, this module helps you maintain complete visibility into your customer relationships and service history.
Customer Management is the foundation of your service operations. All work orders, service contracts, and maintenance activities are linked to customers and their assets.

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Module Structure

The Customer Management module is organized into five main sections:

Customers

Manage your customer database with company details, contact information, and service history.

Contacts

Track individual contacts at customer locations, including roles, phone numbers, and email addresses.

Objects

Define physical locations and buildings where service is performed for each customer.

Assets

Manage equipment and assets that require service, maintenance, and tracking.

Asset Parts

Track individual components and parts that make up customer assets.

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Key Concepts

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Customer Hierarchy

Fentu FSM uses a hierarchical structure for organizing customer data: 
Customer (Company)
  └─ Objects (Locations/Buildings)
      └─ Assets (Equipment)
          └─ Asset Parts (Components)
This hierarchy allows you to:
  • Organize service locations within large customer accounts
  • Track equipment at specific sites
  • Maintain detailed component-level maintenance records
  • Generate accurate service reports by location or asset

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Contacts vs Customers

Customers represent companies or organizations you provide service to. Each customer record contains:
  • Company information (name, address, tax ID)
  • Billing details
  • Service contract information
  • Overall account status and history
Contacts are individual people associated with customer accounts. Each contact includes:
  • Personal information (name, phone, email)
  • Role or job title
  • Associated customer and location
  • Communication preferences
Multiple contacts can be linked to a single customer, allowing you to reach the right person for different situations (billing, technical, management).

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Common Workflows

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Setting Up a New Customer

1

Create Customer Record

Add the company to your customer database with basic information.
2

Add Contacts

Create contact records for key people at the customer organization.
3

Define Objects

Set up physical locations or buildings where service will be performed.
4

Register Assets

Add equipment and assets at each location that require service.
5

Track Asset Parts

Document individual components for detailed maintenance tracking (optional).

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Creating a Work Order from Customer Data

Once customer information is set up, creating work orders becomes streamlined:
  1. Select the customer
  2. Choose the service location (object)
  3. Select the asset requiring service
  4. Fentu automatically populates contact information and service history

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Data Relationships

Understanding how customer data connects helps you maintain data integrity:
EntityLinks ToUsed For
CustomerContacts, Objects, Service ContractsTop-level account management
ContactCustomer, ObjectCommunication and notifications
ObjectCustomer, AssetsService location specification
AssetCustomer, Object, Asset PartsEquipment identification and service tracking
Asset PartAssetComponent-level maintenance

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Benefits of Complete Customer Data

With complete customer data, technicians and dispatchers can create work orders in seconds. The system auto-fills customer details, locations, and asset information.
Track every service interaction at the customer, location, and asset level. See what work was done, when, and by whom.
Use asset data to schedule proactive maintenance before equipment fails, reducing emergency calls and improving customer satisfaction.
Maintain up-to-date contact information so the right people receive notifications about service appointments, quote approvals, and completion updates.
Generate reports by customer, location, or asset to analyze service patterns, identify opportunities, and demonstrate value to customers.

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Best Practices

Start with complete customer setup before creating work orders. Taking time to enter detailed customer, location, and asset information upfront saves time on every subsequent service call.
Keep contact information current. Outdated phone numbers and email addresses can delay service appointments and reduce customer satisfaction.

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Data Quality Tips

  1. Use Consistent Naming - Establish naming conventions for customers, locations, and assets
  2. Regular Updates - Schedule periodic reviews of customer data to ensure accuracy
  3. Required Fields - Make key fields required (customer name, primary contact, billing address)
  4. Asset Details - Include serial numbers, model numbers, and installation dates for better service tracking
  5. Contact Roles - Clearly define contact roles (technical, billing, manager) for appropriate communication

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Next Steps

Create Your First Customer

Learn how to add customers to your database.

Work Order Wizard

See how customer data flows into work orders.

Assets Management

Set up equipment tracking for preventive maintenance.

Service Contracts

Link service agreements to customer accounts.