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About Customers

In MaintainX®, a customer is a company or individual that your organization provides service to. The Customer module is where service teams organize their customer records.

Each customer connects the people, places, and equipment in a service relationship. A customer record links to:

  • Locations that represent customer sites where your service team performs maintenance work.
  • Assets that your team works on at customer sites.
  • Work orders that document your service calls.
  • Contacts in the customer's organization.

Customer Contacts​

Each customer record has its own contact list. Contacts represent people in the customer's organization. Yo ucan choose contacts from the list when you choose who receives communications like email notifications for things like quotes and external work orders.

For more information, see Manage Customer Contacts.

Shared Work Orders​

When your service team performs a service call for a customer, you track the work in an external work order that you share with customer contacts. You can use work order comments to communicate with contacts, who can see and interact with the work order, but can't see any other information about your organization.

For more information, see External Work Orders.

Customer Request Portals​

Every customer can have a dedicated request portal to submit service requests directly to your team. By default, MaintainX generates a request portal automatically when you create a customer. You can create additional portals for a customer as needed.

If your plan includes it, your customer request portals include MaintainX CoPilot® AI assistance. In CoPilot-enabled portals, users can chat with the AI assistant to try resolving issues before they log service requests.

For more information, see About Request Portals.

note

MaintainX CoPilot assistance is not available for portals that only accept requests for a single location and asset.

Customers and Other MaintainX Entities​

This section explains how customers connect to other MaintainX entities.

Customers and Locations​

A customer must have at least one location. When you create a customer, MaintainX automatically creates a default location for it, named <Customer>'s Site. You can add additional locations to represent other sites where your team provides service for the customer's equipment.

A location can only be assigned to one customer. If you want to reassign a location to a different customer, the current customer must have at least one other location assigned to it.

For more information, see About Locations.

Customers and Assets​

Use the Assets module to create records for the equipment your service team maintains. When you associate an asset with a customer, you can only assign it to one of the customer's locations.

For more information, see About Assets.