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Quotations List View

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Overview

Quotations are price estimates provided to customers before performing work. They detail the cost of parts, labor, and other charges, allowing customers to approve or decline the proposed work before you proceed.
Always get customer approval on quotations before performing non-emergency work. Quotes protect both you and the customer by establishing clear expectations about cost.

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When to Use Quotations

Create quotations when:
  • Diagnostic work reveals repairs needed - Quote the repair cost after finding the problem
  • Customers request estimates - Before scheduling any non-contract work
  • Additional work discovered - Found during scheduled maintenance
  • Large or expensive jobs - Installations, major repairs, or system replacements
  • Non-warranty work - Any work not covered by service contracts
  • Customers require written approval - Corporate clients or purchase order requirements
Never perform work beyond the original scope without customer approval. Always quote additional work discovered during service calls.

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Quotation Information

Each quotation displays:

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Quotation Statuses

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Creating Quotations

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From Service Requests

1

Diagnose Problem

Technician identifies issue and required work
2

Open Service Request

View the service request or work order
3

Click Create Quotation

Start new quotation from the request
4

Add Line Items

List all parts, labor, and other charges
5

Set Prices

Apply pricing for each item
6

Add Validity Period

Set expiration date (typically 30 days)
7

Review Total

Verify total cost is accurate
8

Submit

Save and send to customer

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Direct Creation

1

Go to Quotations

Navigate to Quotations menu
2

Click Create

Start new quotation
3

Select Customer

Choose customer and location
4

Add Description

Describe the work to be performed
5

Add Items

List all parts, labor, and charges
6

Calculate Total

System calculates total cost
7

Send to Customer

Email or print quotation

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Key Behaviour

Before acceptance, a Quote and its related Case are independent — changes to one do not automatically affect the other.
Quotes mirror the Case/Service Request planning structure: line items can represent service requests, assets, and parts — matching how the actual work will be organized.
A single Case can have more than one associated quotation (for example, when the customer wants separate quotes for different scopes of work).
Once a quote is accepted, it synchronizes with the Case. Use Generate Work Order to accept the quote and create the linked work order in a single action.
Clicking Generate Work Order on an accepted quote will approve the quote and simultaneously create a work order. A confirmation prompt will appear before any action is taken.

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ERP Pricing

When Fentu FSM is integrated with an ERP system, use the Price Request action button to pull pricing directly from the ERP based on the customer, ship-to address, and other pre-configured fields. This ensures accurate, up-to-date pricing from the ERP rather than manually entered rates.
With ERP integration, standard sales prices and costs are typically pre-filled on quotation line items. Parts markup and labor rates are sourced directly from the ERP price book.

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Quotation Line Items

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Types of Charges

Labor:
  • Hourly rates by technician skill level
  • Flat-rate pricing for specific tasks
  • Emergency or after-hours rates
  • Travel time charges
Parts and Materials:
  • Individual parts with part numbers
  • Materials and supplies
  • Equipment or system costs
  • Shipping and handling
Other Charges:
  • Trip charges or service call fees
  • Equipment rental (lifts, generators, etc.)
  • Permit or inspection fees
  • Disposal fees
  • Taxes

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Item Details

For each line item, specify:
Break down quotes into clear line items. Detailed quotes help customers understand what they’re paying for and reduce disputes.

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Pricing Strategies

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Standard Pricing

  • Use predefined labor rates
  • Apply standard parts markup
  • Follow company pricing policy
  • Consistent across all quotes

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Competitive Pricing

  • Research competitor pricing
  • Adjust for market conditions
  • Consider customer relationship value
  • Balance profitability with competitiveness

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Value-Based Pricing

  • Price based on value to customer
  • Consider urgency and impact
  • Emergency work vs. routine service
  • Critical equipment vs. non-essential
Many organizations maintain price books with standard rates for common services, parts, and labor categories.

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Managing Quotations

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Sending Quotations

By Email:
  • Generate PDF from system
  • Send to customer email address
  • Include payment terms and validity period
  • Request confirmation or questions
By Print:
  • Print quotation
  • Deliver in person or mail
  • Get customer signature on copy
  • Keep signed copy for records
Via Customer Portal:
  • Post to customer online portal
  • Customer can review and approve online
  • Automatic notifications
  • Digital approval process

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Following Up

1

Wait 2-3 Business Days

Allow customer time to review
2

Contact Customer

Call or email to discuss the quote
3

Answer Questions

Address any concerns or confusion
4

Negotiate if Needed

Discuss pricing or alternatives
5

Request Decision

Ask for approval or decline
6

Update Status

Mark quote as approved, declined, or expired

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Handling Approvals

When Approved:
1

Record Approval

Update quotation status to Approved
2

Document Approval Method

Note how approval was received (email, verbal, signed copy)
3

Create Work Order

Convert quote to work order if not already linked
4

Schedule Work

Coordinate timing with customer
5

Order Parts

Purchase any parts not in stock
6

Perform Work

Complete the job as quoted
When Declined:
1

Record Decline

Update status to Declined
2

Document Reason

Note why customer declined (too expensive, going with competitor, etc.)
3

Offer Alternatives

Suggest lower-cost options if appropriate
4

Close Quotation

Mark as closed if no further action
5

Follow Up Later

Consider following up if situation changes
Get written approval (email, signed quote, or system approval) before starting work. Verbal approvals can lead to disputes.

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Quotation Best Practices

Itemize labor, parts, and other charges separately. Customers appreciate transparency and detailed explanations.
Explain what work will be done in plain language. Avoid technical jargon customers won’t understand.
Quotes should expire after 30-90 days. Prices can change, and you need to protect your pricing.
Provide good/better/best pricing options when appropriate. Gives customers choice and control.
State payment methods accepted, when payment is due, and any deposit requirements.
Keep records of all quotes sent, customer responses, and approval methods. Protects against disputes.
Contact customers within 2-3 days of sending quote. Shows attentiveness and professionalism.
Ensure quotes are well-formatted, free of errors, and include your company branding.

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Common Questions

Typically 30-60 days, but varies by organization and industry. Set validity periods based on how volatile your costs are.
Yes, create a revised quote with new pricing. Clearly mark it as “Revised” and reference the original quote.
You must absorb the difference unless you get customer approval for additional charges. Always quote conservatively.
Not usually. Contract work is pre-approved and pre-priced. Only quote work outside the contract scope.
Depends on your company policy. Some allow negotiation, others have firm pricing. Be consistent.
The quote may expire. Contact the customer, and if still valid, honor the original pricing. If expired, create new quote with current pricing.
Many organizations charge a diagnostic fee upfront, then quote the repair. Others offer free diagnostics but quote the full repair cost.
Document the reason for future reference. Follow up later if appropriate. Use data to identify pricing or service issues.

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Related Documentation

Work Orders

Creating and managing work orders

Material Requests

Requesting parts and materials

Service Requests

Managing customer service requests

Invoicing

Generating invoices from approved work