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MaintainX® for Service

MaintainX for Service is a set of features for companies that perform service calls for external customers. For example:

  • Original equipment manufacturers (OEMs)
  • Resellers
  • Installers
  • Third-party maintenance providers

Service features give your team tools to manage customer relationships, track service calls from the initial request to the completed job, and maintain a detailed service history for every customer and asset.

MaintainX for Service Feature Availability​

MaintainX for Service features are split across two tiers.

  • The Customers module is available to service providers on all MaintainX plans. It lets you add customers and their contacts and link them to work orders and assets.
  • Additional features, including quotes, service reports, customer communications, Guest seats, etc., are available in the paid MaintainX for Service add-on, which requires a Premium or Enterprise plan.

How the Service Model Works​

MaintainX for Service organizes your work around customers.

  • A customer is a company or individual your team performs service calls for.
  • Each customer has one or more locations, which are sites where your team makes service calls.
  • Each location has assets representing the equipment your team maintains and repairs.
  • Customers can submit work requests using dedicated request portals.
  • Work requests, quotes, and work orders track service calls. Customers make requests, you issue quotes for the work, and when the work begins, it's tracked in a work order.

MaintainX for Service Feature Overview​

MaintainX for Service includes features available through the Customers module on all plans, and additional features available through the paid add-on for Premium and Enterprise plans.

Customers Module Features​

The following features are included in the Customers module and available on all plans.

Customers​

The Customers module is where service teams organize customer records. Each customer record connects to the customer's locations, assets, contacts, and work history.

For more information, see About Customers.

Customer Locations​

A customer has one or more locations. A customer location is a place where your team makes service calls. Usually, this is where one or more of the customer's assets are. You configure customer locations in the Locations module.

For more information, see About Locations.

Customer Assets​

A customer location can have one or more assets. A customer asset is a piece of equipment that your team maintains or repairs at a customer site. You create and manage customer assets in the Assets module. When you associate an asset with a customer, you can only assign it to one of that customer's locations.

For more information, see About Assets.

Customer Request Portals​

If your plan includes request portals, MaintainX creates one automatically when you create a new customer. A request portal is a web page where customers can submit service requests directly to your team without logging into MaintainX. For more information, see About Request Portals.

If your company has the MaintainX for Service add-on, request portals also include AI assistance.

Shareable Customer Work Orders​

A work order is the main record of a service call. It captures the customer, location, and asset involved in the job, along with the work performed, parts used, time spent, and technician notes. If your plan includes external work orders, you can share work orders in a dedicated web view that lets customers follow the work without a MaintainX account.

For more information, see Managing Customer Work Orders.

MaintainX for Service Add-On Features​

The following features require the MaintainX for Service add-on and a Premium or Enterprise plan. They extend the Service feature set with additional tools for customer communication, quotes, and service reports.

Quotes​

Before work begins, your team can create a quote that details the scope and cost of the job. Customers can review line items, comment, and approve or reject the quote via a secure external link. Once approved, you can use the quote to create a work order.

For more information, see About Quotes.

Service Reports​

After a job is complete, MaintainX can generate a professional service report and deliver it to the customer. The report summarizes the work performed, findings, and any recommendations.

For more information, see About Service Reports.

AI Assistance in Request Portals​

If your plan includes MaintainX Assist, the MaintainX for Service add-on includes AI assistance in customer request portals. Customers can get help resolving issues before deciding whether to submit a request.

Customer Communications​

With the MaintainX for Service add-on, your team can send automated email updates to customer contacts as a work order progresses, so customers stay informed without contacting your team directly. You can control which work order comments customers can see.

For more information, see Customer Communications.

Guest Users​

A Guest is a limited user role that you can use to invite customers into your MaintainX organization. Guest users can only see and interact with information that's relevant to the work your team does for them. For example, work requests, quotes, and work orders. For more information about Guest user permissions, and instructions for inviting Guest users into your organization, see The Guest User Role.

note

The Guest user role is an add-on for organizations on Premium and Enterprise plans. It isn't included in your plan by default. You purchase Guest seats separately on a per seat, per year basis. For pricing information, contact your MaintainX representative.