• Replies 8 replies
  • Subscribers 2 subscribers
  • Views 3 views
  • Users 0 members are here
Options
Related

How do you structure your service agreements in FieldPulse?

Mike Dolan

We've got about 40 commercial HVAC clients on annual maintenance agreements and I'm trying to figure out the cleanest way to handle this in FieldPulse without creating a mess.

Right now we're creating recurring work orders for each quarterly visit, but that means 4 separate WOs per customer per year and no real visibility into "this customer is under contract" vs "this is a one-off."

Also billing is a pain. Some customers prepay the year, some pay quarterly, some we invoice after each visit. FieldPulse doesn't seem to have a "service agreement" object so I'm hacking it with tags and custom fields.

What's actually working for people? Am I missing something obvious or is this just not what the tool was built for?

Parents

  • Another way to think about this: we use the Customer custom fields as our contract ledger. Fields for Contract Type, Expiration Date, Annual Value, Visits Included.

    Recurring WOs are created normally, but the "contract" lives at the customer level. This avoids the orphan WO problem when someone cancels — you don't have a random open WO sitting there.

    From a governance perspective, I prefer this. One source of truth. The tradeoff is you lose the at-a-glance WO status, but our dispatchers know to check the customer record.

Reply

  • Another way to think about this: we use the Customer custom fields as our contract ledger. Fields for Contract Type, Expiration Date, Annual Value, Visits Included.

    Recurring WOs are created normally, but the "contract" lives at the customer level. This avoids the orphan WO problem when someone cancels — you don't have a random open WO sitting there.

    From a governance perspective, I prefer this. One source of truth. The tradeoff is you lose the at-a-glance WO status, but our dispatchers know to check the customer record.

Children
  • in reply to Nadia Petrov

    Nadia's approach is what I'd recommend if you're starting fresh. We're locked into the master WO method now and migrating would be painful.

    One thing I'd add: whatever you pick, document it. We had a dispatcher create WOs as "invoiced" status for prepaid customers thinking she was being helpful. Took weeks to untangle the reporting.