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Overview

The Service Management module provides end-to-end tools for managing service agreements, contracts, maintenance schedules, customer requests, and complaints. This module bridges the gap between one-time service calls and ongoing customer relationships through structured service contracts and automated maintenance scheduling.
Service Management transforms reactive service calls into proactive customer relationships. By establishing service contracts with scheduled maintenance, you can predict revenue, prevent equipment failures, and improve customer satisfaction.

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Module Structure

The Service Management module is organized into five main sections:

Service Contracts

Create and manage service agreements with customers, defining scope, pricing, and maintenance schedules.

Scheduled Maintenances

View and manage all scheduled preventive maintenance tasks generated from service contracts.

Service Requests

Track incoming customer service requests from initial contact through work order creation.

Complaints

Document and resolve customer complaints, tracking root causes and corrective actions.

Time Tracking

Monitor technician time entries, labor hours, and billing for service activities.

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Key Concepts

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Service Contract Lifecycle

Service contracts follow a structured lifecycle from creation through renewal or termination:
Key Stages:
  1. Contract Setup - Define customer, assets, service frequency, pricing
  2. Schedule Generation - System creates scheduled maintenance tasks based on contract terms
  3. Work Order Creation - Scheduled maintenances automatically generate work orders
  4. Service Delivery - Technicians complete scheduled maintenance visits
  5. Contract Management - Track contract performance, renewals, and modifications

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How Components Work Together

When you create a service contract with a maintenance schedule (monthly, quarterly, annual), Fentu automatically generates Scheduled Maintenance records. These define:
  • Which assets need service
  • How often service occurs
  • What tasks need to be performed
  • Which technicians are assigned
Scheduled maintenances are the “blueprint” that drives recurring work order creation.
Scheduled maintenances automatically generate Work Orders when their due date approaches. This automation ensures:
  • No missed maintenance visits
  • Consistent service delivery
  • Predictable technician scheduling
  • Automated customer notifications
Work orders link back to both the scheduled maintenance and the parent service contract for complete traceability.
When customers report issues via Service Requests, dispatchers evaluate the request and either:
  • Create a work order if the request is covered by a service contract
  • Generate a quote if the work is not covered
  • Escalate if the issue is a complaint
Service requests provide a formal intake process that prevents requests from being lost or forgotten.
Service contracts link to specific Assets (equipment) at customer locations. You can also attach:
  • Tools - Special equipment required for contract work
  • Parts Inventory - Standard parts used during maintenance
  • Checklists - Standardized inspection procedures
  • Document Templates - Reports and certificates generated after service
These linked items ensure technicians have everything they need before arriving on site.

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Common Workflows

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Setting Up a New Service Contract

1

Create Contract

Define the service agreement including customer, contract period, pricing, and terms.
2

Add Assets

Select which assets (equipment) are covered by the contract.
3

Define Schedule

Set maintenance frequency (monthly, quarterly, annual) and preferred service windows.
4

Generate Scheduled Maintenances

System automatically creates scheduled maintenance records based on contract terms.
5

Assign Technicians

Designate which technicians or teams will handle contract work.

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Processing a Service Request

1

Customer Submits Request

Request comes in via phone, email, customer portal, or walk-in.
2

Create Service Request Record

Dispatcher documents the request with customer, asset, and issue details.
3

Evaluate Coverage

Check if customer has a service contract covering this issue.
4

Create Work Order or Quote

If covered: create work order. If not covered: generate quote for approval.
5

Schedule and Complete

Assign technician, schedule visit, complete work, and close service request.

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Handling a Complaint

1

Document Complaint

Record customer complaint with all relevant details and context.
2

Investigate

Assign ownership, review related work orders, identify root cause.
3

Implement Corrective Action

Take steps to resolve the issue and prevent recurrence.
4

Follow Up

Contact customer to ensure satisfaction and document resolution.
5

Close and Learn

Close complaint and use insights to improve processes.

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Benefits of Service Contracts

Predictable Revenue

Service contracts provide recurring revenue that’s easier to forecast than one-time service calls. Build a stable base of contract income.

Preventive Maintenance

Regular scheduled maintenance prevents equipment failures and emergency calls, reducing costs for both you and your customers.

Customer Retention

Contract customers are more loyal and provide higher lifetime value than one-time service customers.

Efficient Scheduling

Scheduled maintenances allow better resource planning and route optimization compared to reactive service calls.

Improved Margins

Preventive maintenance is more profitable than emergency repairs. Contracts allow you to charge premium rates for guaranteed service.

Competitive Advantage

Offer contracts as a premium service tier that differentiates you from competitors who only handle emergency calls.

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Service Contract Components

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Assets

Service contracts specify which assets (equipment) are covered. Understanding asset coverage is critical:
  • Fully Covered - All service, parts, and labor included
  • Labor Only - Service visits covered, customer pays for parts
  • Parts Only - Parts covered, customer pays labor
  • Inspection Only - Regular inspections covered, repairs quoted separately
Link assets to contracts so technicians know exactly what equipment is included in the agreement.

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Scheduled Maintenances

These are recurring maintenance tasks generated from contracts:
  • Frequency - How often maintenance occurs (monthly, quarterly, annual)
  • Tasks - What work needs to be done during each visit
  • Tools Required - Special equipment needed for maintenance
  • Duration - Expected time for each maintenance visit
  • Preferred Schedule - Customer preferences for service timing (after hours, weekends, etc.)
Scheduled maintenances auto-generate work orders, ensuring consistent service delivery.

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Tools

Some contracts require specialized tools or equipment:
  • Specific test equipment for certain assets
  • Safety equipment for confined space or high-voltage work
  • Diagnostic tools for specialized machinery
  • Calibration equipment
Linking tools to contracts ensures technicians bring the right equipment and don’t waste time with return trips.

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Best Practices

Create standard contract templates for common scenarios:
  • Basic Machine annual maintenance
  • Comprehensive facility management
  • Equipment-specific agreements (elevators, generators, etc.)
Templates save time and ensure consistent pricing and terms across customers.
Structure contracts based on asset categories rather than generic “facility maintenance”:
  • Machine Contract - covers all heating and cooling equipment
  • Elevator Contract - covers all vertical transport equipment
  • Fire & Life Safety Contract - covers alarm and suppression systems
Asset-based contracts are easier to price and deliver consistently.
Let the system generate work orders automatically from scheduled maintenances. This:
  • Eliminates manual work order creation
  • Prevents missed visits
  • Ensures consistent scheduling
  • Provides automatic customer notifications
Don’t rely on emails and phone logs. Log every service request in the system:
  • Creates accountability
  • Prevents lost requests
  • Provides metrics on response times
  • Documents customer interactions for quality and training
Complaints are learning opportunities. Document:
  • What went wrong and why
  • What corrective action was taken
  • How you’ll prevent recurrence
  • Customer satisfaction after resolution
This creates a knowledge base for improving service quality.
Analyze contract profitability and performance:
  • Are you completing maintenance on schedule?
  • Are contracts profitable or losing money?
  • Which contracts have the most service requests or complaints?
  • Are renewal rates meeting targets?
Use these insights to adjust pricing and service delivery.

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Metrics to Track

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Contract Health

  • Total active contracts
  • Contract value (MRR/ARR)
  • Renewal rate
  • Contract profitability by type

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Service Delivery

  • Scheduled maintenance completion rate
  • Average response time to service requests
  • Work order completion rate for contract vs non-contract customers
  • Customer satisfaction scores

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Complaint Management

  • Number of complaints per month
  • Average time to resolution
  • Repeat complaints (same issue/customer)
  • Root cause categories

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Time Tracking

  • Labor hours per contract
  • Actual vs budgeted time
  • Billable vs non-billable hours
  • Technician productivity

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Next Steps

Create Your First Service Contract

Learn how to set up service agreements with customers.

Manage Scheduled Maintenances

View and manage automated maintenance schedules.

Process Service Requests

Handle incoming customer service requests efficiently.

Work Order Wizard

See how contracts connect to work order creation.