Custom field service management for engineers in the field. From dispatch and work orders to offline mode, asset registration and invoicing, built around your own workflow, integrated with your ERP, and reliable even in a basement with no signal.
Field Service Management (FSM) is the software layer that keeps your service organisation running: scheduling work orders, supporting engineers on site, recording what was done, and feeding it through to invoicing. It touches dispatch, execution, reporting and billing all at once, and it has to work on a phone in a lift shaft with no signal.
We build custom FSM solutions for organisations that are too specific for the big off-the-shelf packages. Often with deep integrations with ERP, customer contact centres and IoT sensors. Sometimes as an addition to an existing system, sometimes as a complete field service app that finally replaces the old paper work order.
What sets it apart from a general planning app is the combination: dispatch based on skills, location and SLA priority; a mobile app that also works without coverage; an asset register that remembers exactly which valve sits at which customer; and a reporting layer that makes first-time-fix rate and SLA compliance measurable. Without that combination, it remains a nicer-looking spreadsheet.
Much of what distinguishes a strong FSM solution lies in the edge cases: how does an engineer handle a part that unexpectedly turns out to be missing, how does an inspection with the customer's signature work, how does a rejected installation automatically become a new work order? We develop those edge cases together with your planners and engineers, rather than from a feature checklist.
What fits depends on your operation: one region with ten engineers, a nationwide dealer network, or a mission-critical service organisation with SLAs measured in minutes. In the first conversation, we determine which direction is realistic.
The basic variant: a mobile app for your engineers with work order details, customer history, photos, signatures and time recording, plus a simple planning board for the dispatcher. Suited to service organisations still running on email, Excel or an outdated package.
For organisations that do more than handle individual work orders and instead deliver service on assets under contract: lifts, fire safety, refrigeration, climate systems. A complete asset register per client, SLA tracking, a preventive maintenance plan, route optimisation, and integration with a CMMS maintenance management system where one is in place.
A fully integrated FSM suite: sensor alerts that automatically create tickets, AI-assisted dispatch, a client portal with self-service fault reporting and invoice history, plus deep integration with your ERP, CRM and accounting system. Built for service organisations with hundreds of engineers and thousands of assets under contract.
No organisation needs everything at once. We take it step by step: starting with the modules that remove the most immediate pain, and building on that foundation once it is in place.
Match work orders to the right engineer based on skills, certification, location and SLA deadline. Route optimisation keeps mileage and travel time under control, even when schedules change daily.
Work order details, customer and asset history, photos, signatures, parts usage, time logging, serial or QR code scanning, and forms with mandatory fields for compliance. Fully usable offline.
Service reports that build themselves from what the engineer records on site. First-time-fix rate, mean time to repair, SLA compliance and productivity per team, all measurable without spreadsheets.
Recorded hours, materials and mileage flow automatically into your accounting or ERP system. Contract hours and time-and-materials hours are split correctly, with the right VAT rates for each type of work.
A register per customer site of installations with serial numbers, warranty status, contract type and maintenance history. Preventive maintenance orders are generated automatically from contract triggers.
Stock management per service van, automatic reordering, and integration with central warehouses and suppliers. A returns flow for parts that go back to the manufacturer under warranty.
Submit fault reports, track scheduling status, view asset history, and consult contract and invoice history, all under your own brand. Optionally with single sign-on for the customer's organisation.
ERP (SAP, Exact, AFAS), CRM (Salesforce, HubSpot, Microsoft Dynamics), accounting, contact centre, IoT monitoring and, where relevant, a fleet management app for your service vehicles.
A working FSM environment plus everything needed to manage it yourself. We build an app that your engineers and dispatch team will use every day, not a prototype.
For commodity FSM, such as a general HVAC engineer or an average installation company, ServiceMax, Salesforce Field Service or Microsoft Dynamics 365 Field Service often cover the need perfectly well. Custom becomes interesting as soon as your operation deviates from the standard model somewhere.
Lifts (NEN-EN 81), fire safety (NEN 2535/2654), medical equipment (MDR), explosion safety (ATEX) or NEN 3140 inspections: each sector has its own certification, inspection logic and liabilities that don't fit a generic FSM package.
Smart assets report themselves: a heat pump showing an error code, a cold room running outside its range, a lift reaching its maintenance counter. The fault should automatically become a work order with the right skill and parts.
You are too big for Jobber or Housecall Pro, and too specific to make real use of ServiceMax. Custom gives you exactly the modules you need, without paying licence fees for functionality you never touch.
You deliver service under your own brand, often with an SLA promise. A customer portal in your look and feel, covering fault reporting, scheduling status and invoice history, strengthens the proposition. Standard packages rarely do this well.
With OneDayBuild, we turn your idea into something tangible in one day for €1,150, so you can see whether further development is worth the investment. Decide to go ahead with the full build? Then we credit the full cost.
Explore OneDayBuild →A conversation to understand the workflows running through your field service organisation: how a fault comes in, who plans, which skills are involved, which assets are under contract, and which systems talk to each other.
Half a day shadowing an engineer and half a day with dispatch. This reveals the real workflow, not the idealised version from the process diagram. Alongside it come an integration inventory, a data schema and the first screen flows.
A working build every two weeks. Your dispatcher tests the planning board, while one or two engineers test the mobile app under real field conditions. A first usable version is ready after a few sprints, and the rest grows from there.
A pilot with one region or one service team, followed by a phased rollout to the rest. Training for planners and engineers, monitoring from day one, and ongoing development based on field feedback.
Service organisations differ widely in workflow, compliance and asset complexity. Here are a few contexts where, in practice, we more often end up with custom rather than an off-the-shelf package.
Classic installation firms running preventive maintenance contracts, an emergency service and construction projects side by side. NEN 3140 inspections and NEN 1006 requirements call for tight record-keeping.
NEN-EN 81 and the inspection obligation for lift owners require asset-specific maintenance history, certificates and liability tracking, data that must be retained for years.
NEN 2535, NEN 2654 and REOB procedures require records per installation, signed reports and automatic alerts when maintenance dates are exceeded. A mistake here directly affects the customer's insurability.
UDI registration, traceability per service action, validation protocols and retention periods. A standard FSM package rarely covers this well on its own.
Large work order volumes, tight scheduling windows per customer appointment, integration with grid management systems, and certification per type of work (gas, electricity, water).
Manufacturers with service contracts on the machines they supply: spare parts, retrofits, remote diagnostics. Often with their own client portal for OEM customers and integration with production data.
Servicing of household appliances and office printers through a dealer or partner network. Service downtime, parts management and billable hours across multiple entities.
Hybrid work: installation and service within one organisation, subsidy administration, warranty claims to the manufacturer, and growth in volume that standard packages struggle to keep pace with.
What clients usually want to know before we start.
A half-hour introductory call, with no obligation. We listen to your operation, ask questions about your stack and compliance requirements, and give direction that is useful to you, even if the outcome is that a standard package is a better fit.
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