Native Field Service Management for NetSuite

• Define service regions directly in NetSuite
• Assign engineers to regions
• Automatically allocate service engineers based on region rules
• Reduce manual scheduling and dispatch effort

Benefit: Faster job assignment and clearer ownership of service work.

Create service contracts that are:

• Product‑specific or service‑specific
• Fully configurable per customer

Each service contract can define:

• SLA response and resolution times
• Contract terms and conditions
• Billing rules (fixed, time & materials, included services)
• Labour and charge code defaults

Contracts can support:

• Planned (scheduled) services
• Ad‑hoc / reactive call‑outs
• Warranty services
• Hybrid service models

Benefit: Clear, enforceable service agreements that drive consistent delivery and accurate billing.

From a service contract, users can:

• Automatically generate planned service orders
• Raise ad‑hoc service orders as required

Service Orders provide engineers with:

• Clear task instructions
• Required data capture
• Visibility of customer, site, and asset information

Benefit: Engineers know exactly what needs to be done, every time.

Every service business captures different information. Web Control Solutions works closely with clients to define the service order data capture requirements that align to how your business operates. All agreed data capture requirements are built directly into your NetSuite FSM solution, easy for engineers to complete, and structured for reporting, invoicing, and compliance.

This can include:

• Calibration results and measurement data
• Site and venue information
• Customer asset and equipment details
• Compliance, inspection, or quality records
• Any additional information required for reporting, billing, or audit

Benefit: Engineers know exactly what needs to be done, and the business captures consistent, high‑quality service data every time.

Service activity flows seamlessly into NetSuite Sales Orders, ensuring accurate, contract‑driven billing without re‑keying.

From a Service Order, users can:

• Raise an order for stock and components used or required
• Apply labour charges based on contract rules
• Control what is chargeable, included, or covered under warranty

Sales Orders are automatically populated with:

• Labour
• Parts
• Correct pricing and billing logic

Benefit: No missed charges, no manual re‑keying, and accurate service invoicing.

Engineers can raise internal non‑conformance cases directly from a Service Order using NetSuite’s Case Management / Resolution framework.

Cases are automatically linked to:

• The Service Order
• The Customer
• The relevant Item or Asset

Benefit: Faster escalation, clear accountability, and improved service quality.

All FSM activity is fully integrated with the NetSuite Customer record, including:

• Service contracts
• Service history
• Site and venue data
• Assets serviced

This ensures that every service interaction builds a complete service history inside NetSuite.

Benefit: One source of truth for customer service operations.