> ## Documentation Index > Fetch the complete documentation index at: https://docs.fentufsm.com/llms.txt > Use this file to discover all available pages before exploring further. # Overview > Comprehensive service agreement and request management in Fentu FSM ## 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. ## Module Structure The Service Management module is organized into five main sections: Create and manage service agreements with customers, defining scope, pricing, and maintenance schedules. View and manage all scheduled preventive maintenance tasks generated from service contracts. Track incoming customer service requests from initial contact through work order creation. Document and resolve customer complaints, tracking root causes and corrective actions. Monitor technician time entries, labor hours, and billing for service activities. *** ## Key Concepts ### Service Contract Lifecycle Service contracts follow a structured lifecycle from creation through renewal or termination: ``` Contract Creation └─> Scheduled Maintenances Generated └─> Work Orders Created Automatically └─> Technicians Complete Work └─> Contract Renewed or Terminated ``` **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 ### 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. *** ## Common Workflows ### Setting Up a New Service Contract Define the service agreement including customer, contract period, pricing, and terms. Select which assets (equipment) are covered by the contract. Set maintenance frequency (monthly, quarterly, annual) and preferred service windows. System automatically creates scheduled maintenance records based on contract terms. Designate which technicians or teams will handle contract work. ### Processing a Service Request Request comes in via phone, email, customer portal, or walk-in. Dispatcher documents the request with customer, asset, and issue details. Check if customer has a service contract covering this issue. If covered: create work order. If not covered: generate quote for approval. Assign technician, schedule visit, complete work, and close service request. ### Handling a Complaint Record customer complaint with all relevant details and context. Assign ownership, review related work orders, identify root cause. Take steps to resolve the issue and prevent recurrence. Contact customer to ensure satisfaction and document resolution. Close complaint and use insights to improve processes. *** ## Benefits of Service Contracts Service contracts provide recurring revenue that's easier to forecast than one-time service calls. Build a stable base of contract income. Regular scheduled maintenance prevents equipment failures and emergency calls, reducing costs for both you and your customers. Contract customers are more loyal and provide higher lifetime value than one-time service customers. Scheduled maintenances allow better resource planning and route optimization compared to reactive service calls. Preventive maintenance is more profitable than emergency repairs. Contracts allow you to charge premium rates for guaranteed service. Offer contracts as a premium service tier that differentiates you from competitors who only handle emergency calls. *** ## Service Contract Components ### 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. ### 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. ### 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. *** ## 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. *** ## Metrics to Track ### Contract Health * Total active contracts * Contract value (MRR/ARR) * Renewal rate * Contract profitability by type ### 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 ### Complaint Management * Number of complaints per month * Average time to resolution * Repeat complaints (same issue/customer) * Root cause categories ### Time Tracking * Labor hours per contract * Actual vs budgeted time * Billable vs non-billable hours * Technician productivity *** ## Next Steps Learn how to set up service agreements with customers. View and manage automated maintenance schedules. Handle incoming customer service requests efficiently. See how contracts connect to work order creation.