MaintainX® for Service
MaintainX for Service is a set of features designed for companies that perform service calls for external customers. For example:
- Original equipment manufacturers (OEMs)
- Resellers
- Installers
- Third-party maintenance providers
The service feature set gives your team tools to manage customer relationships, track service calls from the initial request till the job is done, and keep a detailed service history.
How the Service Model Works​
MaintainX for Service organizes your work around customers.
- A customer is a company or individual your team performs maintenance work for.
- Each customer has one or more locations, which are sites where your team makes service calls.
- Locations have assets: the equipment your team maintains and repairs.
- 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 builds on the core MaintainX platform with features designed for the service team/customer relationship. This section describes each feature and the role it plays in a service operation.
The Customer Module​
The Customer 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 Location module.
For more information, see About Locations.
If you use MaintainX for both internal maintenance and external customer service calls, your own locations coexist alongside your customers' in the same organization.
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.
If you use MaintainX for both internal maintenance and external customer service calls, your own assets coexist alongside your customers' in the same organization.
Customer Request Portals​
Every customer can have one or more dedicated request portals. A request portal is a web page where the customer can submit service requests directly to your team. By default, MaintainX generates a portal automatically when you create a customer. You can create additional portals for the customer as needed.
Customer request portals are nearly identical to request portals that you'd create for your own organization. For organizations on eligible plans, customer portals include support from MaintainX CoPilot®. Customers can get help resolving issues from the AI assistant before deciding whether to submit a request.
For more information about portals, see About Request Portals.
The Quotes Module​
Before work begins, your team can create a quote that details the scope and cost of the job. You can share quotes with the customer via an external link. They can review line items, ask questions in the comments, and approve or reject the quote. Once approved, the quote is automatically attached to the work order.
Customer Work Orders​
A work order is the primary 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 any technician notes. Your team can share work orders externally with customers so they can see the progress without requiring a MaintainX account.
If you use MaintainX for both internal maintenance and external customer service calls, your own work orders coexist alongside your customers' in the same organization.
The Guest User Role​
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.