Field Service Flow

The Field Service Flow manages the end-to-end lifecycle of a service job — from the moment a customer submits a request, through scheduling and dispatch, on-site work execution, parts usage, customer sign-off, and final invoice. XBuddy connects Service Management, Inventory, Finance, and CRM into a single traceable flow.

Flow Overview

Customer Request / Ticket
          ↓
SLA Classification & Priority
          ↓
Work Order Creation
          ↓
Technician Assignment & Dispatch
          ↓
On-Site Execution
          ↓
Parts & Materials Usage
          ↓
Customer Sign-Off
          ↓
Work Order Completion
          ↓
Invoice Generation (Finance)
          ↓
NPS Survey (CRM / Customer Success)

Stage 1: Customer Request & Ticket

Modules: Service Management, CRM, Help Center

What happens

Customers submit service requests through multiple channels: the Help Center portal, email, phone, or directly from their CRM account manager. Each request becomes a Ticket in Service Management.

Key steps

1. Receive Request — Tickets auto-created from Help Center form submissions, inbound email parsing, or manual entry by customer service staff.
2. Initial Triage — System auto-classifies the ticket by type (installation, repair, preventive maintenance, warranty claim) using keyword rules.
3. Link to Customer Account — Ticket linked to the CRM Account and the specific Asset (equipment, unit, or site) the service is for.
4. Acknowledge to Customer — Automated acknowledgment email sent with ticket number and expected response time per SLA tier.
5. Customer Priority Override — VIP customers (flagged in CRM) automatically receive Priority 1 classification regardless of issue type.

Stage 2: SLA Classification

Modules: Service Management

What happens

Every ticket is evaluated against the customer’s service contract (if any) to determine the applicable SLA: response time, on-site arrival time, and resolution deadline.

SLA Tier Reference

Key steps

1. Check Service Contract — System looks up the customer’s active service contract. Contract defines which SLA tier applies by asset type and issue category.
2. Assign SLA — Ticket automatically assigned the SLA tier. SLA countdown starts immediately.
3. Escalation Rules — If a ticket approaches SLA breach (80% of time elapsed), automatic escalation: notify service manager, increase priority, reassign if needed.
4. SLA Dashboard — Service team sees real-time SLA status for all open tickets: on track (green), at risk (orange), breached (red).

Stage 3: Work Order Creation

Modules: Service Management, Inventory

What happens

A Ticket that requires a field visit is converted into a Work Order — the operational document for the technician. It captures all the detail needed to execute the job.

Key steps

1. Convert Ticket to Work Order — Service coordinator clicks Create Work Order from the ticket. Work Order inherits customer, asset, and description from the ticket.
2. Define Scope of Work — Coordinator specifies: type of service (repair/PM/installation), estimated duration, required skills/certifications.
3. Specify Parts Estimate — Coordinator adds estimated parts and materials from Inventory. System checks availability and reserves stock.
4. Attach Documents — Link relevant documents: asset manual, previous service history, warranty certificate (from Documents module).
5. Work Order Approval (for high-cost jobs) — Work Orders above a cost threshold route through Approvals before dispatch.

Stage 4: Technician Assignment & Dispatch

Modules: Service Management, Calendar, HR

What happens

The dispatch coordinator matches the work order to the best available technician based on skills, location, and schedule. The technician is notified and the job appears on their mobile app.

Key steps

1. Dispatch Board — Coordinator opens the Dispatch Board: a timeline view of all technicians’ schedules with drag-and-drop assignment.
2. Filter by Skill — System filters technicians by required certification/skill for the job type. Unqualified technicians are greyed out.
3. GPS-Based Assignment — For urgent jobs, system suggests the nearest qualified technician to the customer site (uses last known location from mobile app).
4. Assign & Notify — Coordinator assigns the work order. Technician receives push notification on mobile app with job details, customer address, and navigation link.
5. Customer Notification — Customer receives an automated SMS/email: “Your technician [Name] is scheduled to arrive at [Time]. Track their location here.”
6. Parts Kit Dispatch — If parts are needed, warehouse receives a pick request. Parts kit is prepared for technician pickup or direct delivery to site.

Stage 5: On-Site Execution

Modules: Service Management (Mobile)

What happens

The technician uses the XBuddy mobile app on-site to access job details, update status in real time, record work done, and capture evidence.

Key steps

1. Check In — Technician arrives on site, taps Check In on mobile. Location and time are recorded. SLA “on-site arrival” clock stops.
2. Access Asset History — Mobile app shows full service history for this asset: previous jobs, parts replaced, known recurring issues.
3. Execute Work — Technician follows the checklist embedded in the work order (if a PM, each inspection point must be checked). Notes and photos attached to each step.
4. Record Parts Used — Technician logs actual parts consumed from their van stock or the dispatched kit. Inventory deducted in real time.
5. Capture Evidence — Photos of defect (before), repair (during), and completion (after) uploaded from mobile.
6. Request Additional Parts (if needed) — If unforeseen parts are needed, technician submits a parts request from mobile → warehouse dispatches via courier or technician returns to depot.
7. Complete Work Order — Technician marks work as done, writes completion notes, and requests customer sign-off.

Stage 6: Customer Sign-Off

Modules: Service Management

What happens

Before leaving the site, the technician captures the customer’s digital signature as proof of service delivery. This sign-off triggers billing.

Key steps

1. Service Summary Screen — Technician shows the customer a summary: work done, parts used, and any recommendations for future maintenance.
2. Digital Signature — Customer signs on the technician’s mobile device (touchscreen) or via a sign-off link sent to their email.
3. Work Order Closed — Status changes to Completed. SLA “resolution” clock stops.
4. Dispatch Report — PDF service report auto-generated with: technician details, timestamps, work done, parts used, before/after photos, and customer signature.
5. Report Delivered — PDF emailed to customer contact automatically.

Stage 7: Invoicing

Modules: Finance, Service Management

What happens

Post sign-off, the system calculates the invoice based on the billing model defined in the service contract (time & materials, fixed price, retainer deduction, or warranty — no charge).

Billing Model Logic

Key steps

1. Auto-Generate Invoice Draft — Finance module creates invoice draft from work order data: labor, parts, travel, any approved extras.
2. Review & Adjust — Billing team reviews draft. Can add line items (e.g., emergency call-out surcharge) or apply contract discounts.
3. Approval (above threshold) — High-value invoices route through approval workflow.
4. Send Invoice — Invoice emailed to customer billing contact in PDF. Payment due date calculated from contract payment terms.
5. Payment Tracking — Invoice tracked in Finance Receivables. Automated reminders at 7/14/30 days overdue.

Stage 8: NPS & Customer Feedback

Modules: Customer Success, CRM

What happens

24–48 hours after the work order is completed, an automated NPS survey is sent to the customer. Results feed into the CRM account and the Customer Success team’s dashboard.

Key steps

1. Auto-Send Survey — 24 hours after sign-off, email/SMS NPS survey sent to the primary contact.
2. NPS Score Capture — Customer rates 0–10. Optional comment field.
3. Categorization — Promoters (9–10), Passives (7–8), Detractors (0–6) auto-categorized.
4. Detractor Follow-Up — Score ≤ 6 triggers automatic task for Customer Success manager to call the customer within 24 hours.
5. Account Health Update — NPS score updates the account’s health score in CRM. Trend visible on Account record.

Key KPIs

Integration Map