Creating FSM Assets:
FSM assets represent serviceable items and the locations where service is performed. There are two types:
- Site Assets: These represent a customer location or site. A site asset is linked to a customer record and can have multiple site assets for different locations or shipping addresses.
- Equipment Assets: These represent individual serviceable units at a customer’s site, such as machinery, vehicles, or other equipment.
These assets are typically created from either the FSM asset record or directly from the customer record.
Use Cases:
- Breakfix Use Case: This is a reactive service case initiated by a customer’s complaint (e.g., equipment failure). A Service Order (Support Case) is created, and a technician may be dispatched to resolve the issue. The service can include creating tasks for technician scheduling and tracking time and materials.
- Installation Use Case: This is a proactive service scenario that begins with an installation order, such as setting up new equipment at a customer site. The process integrates sales orders, service orders, and project creation.
- Preventative Maintenance Use Case: For scheduled maintenance tasks based on a contract, typically repeating over a fixed period (e.g., monthly, yearly). This use case includes automatic creation of tasks for each maintenance period.
Managing Service Orders and Tasks:
FSM allows technicians to create service orders from asset records. Once a service order is generated, tasks can be assigned, and technicians can perform their work by using FSM’s scheduler and mobile interface to manage their day’s tasks, log time, and record parts used for repairs.
Scheduling and Mobile Interface:
- Tasks are scheduled through the FSM Scheduler, where technicians are assigned to specific tasks based on their location and skills.
- Technicians can use the mobile app to track time, record actions taken (like repairs), and update job statuses. They can also submit expense reports, attach receipts, and mark tasks as completed.
Project Management:
FSM integrates project management for tracking the profitability of installation and maintenance services. For instance, projects are tied to service orders, and technicians’ time and expenses are tracked against those projects. These projects help measure the profitability of services provided.
Asset Warranty and Equipment Management:
FSM also facilitates managing warranties. When equipment is installed or serviced, FSM can automatically create a warranty project that tracks any repairs covered under warranty.
Closing Tasks and Job Completion:
Once a task is completed, FSM allows for the job to be signed off, either digitally or manually, and all relevant data, such as photos and notes, is saved in the system for reporting purposes.