Field service, from contract to invoice, inside NetSuite.
Bring service contracts, engineers, service delivery, billing and issue resolution into one ERP platform, with end-to-end visibility and one service history for every customer.
Where service drives customer experience and revenue.
When field service runs outside the ERP, contracts and SLAs live in spreadsheets, engineers lack the information they need, parts and labour get re-keyed or missed, and customer history is scattered.
Our Field Service Management module is a native NetSuite solution. It uses the customer, inventory and financial data already in NetSuite, so service becomes part of the same connected process as sales, stock and finance.
Who it's for
- Manufacturers with after-sales service or maintenance contracts
- Service-led organisations with field-based engineers
- Businesses managing SLAs, planned maintenance or reactive call-outs
- Companies that want service aligned with finance, inventory and customer data
Everything your service operation needs, in one platform.
Region & engineer management
Define service regions, assign engineers and automate allocation using customer and address data.
Flexible service contracts
Product- or service-specific terms, SLAs, billing rules, included services and warranty defaults.
Planned & ad-hoc service orders
Scheduled work or reactive call-outs, with clear tasks and customer, site and asset visibility.
Configurable data capture
Calibration, inspection, site and venue, asset, compliance and audit data.
Stock, labour & billing control
Parts and labour flow into sales orders using contract-driven chargeability and pricing.
Cases & customer history
Link issues to the service order, customer, item or asset to build one service history.
A closer look at FSM in NetSuite.
DispatchFaster assignment. Clearer ownership.
All region rules and engineer assignments are managed directly within NetSuite, using your existing customer and address data.
Define
Service regions from customer and address data.
Assign
Engineers to the right regions.
Allocate
Automatically, using region rules.
Dispatch
Less manual scheduling, clearer ownership.
Service contractsContracts that reflect how you actually deliver service.
Define agreements around the product or service delivered, and adapt each contract to the individual customer. Each contract can set:
- SLA response and resolution times
- Contract terms and conditions
- Billing rules: fixed, time and materials, and included services
- Labour and charge code defaults
Supports planned (scheduled) services, ad-hoc and reactive call-outs, hybrid service models and warranty services.
Service ordersGive engineers the right work and the right information.
Generate planned service orders automatically from a service contract, or raise ad-hoc orders as required. Service orders give engineers clear task instructions, the data they need to capture, and visibility of customer, site and asset information.
Whether you need to calibrate tools, capture detailed site information or track customer-owned assets, service orders are configured to collect the right information in the right way: built in, easy to complete in the flow of work, and structured for reporting, invoicing and compliance.
Data & billingCapture what matters. Bill it accurately.
We work with you to define data capture that fits how your business operates: calibration results, site and venue information, customer asset details, and compliance, inspection or quality records.
Service activity flows into NetSuite sales orders with labour, parts and the correct pricing and billing logic, controlling what is chargeable, included or covered under warranty. No missed charges and no manual re-keying.
Control & visibilityOne connected history for every service interaction.
Engineers can raise non-conformance cases directly from a service order using NetSuite's case management, automatically linked to the service order, the customer and the relevant item or asset.
All FSM activity is integrated with the NetSuite customer record, including service contracts, service history, site and venue data and the assets serviced: one source of truth for customer service operations.
Faster assignment, accurate invoicing, one source of truth.
Better engineer utilisation
Faster job assignment and clearer ownership of service work.
Consistent service data
Engineers know exactly what to do, and the business captures high-quality data every time.
Fewer missed charges
Contract-driven billing for parts and labour, without re-keying.
Scale your field team without scaling module costs.
FSM is available as a standalone NetSuite-native module, configured around the way you deliver service, capture information and apply contract rules. Implementation is scoped to your requirements.
- Uses standard NetSuite user licences
- No per-engineer licence for the FSM module
- Support and optimisation available through our specialist module support
See FSM working
We'll show you how regions, contracts, service orders and billing could work for your service operation.
Request a demoRelated pages.
Service-led Businesses
Organisations where service drives revenue.
Find out moreProduct Configurator
Configure, cost, quote and build made-to-order products inside NetSuite.
Find out moreSupport & Managed Services
UK-based managed support, optimisation and strategic partnership.
Find out moreNetSuite Integration
Process-aware integration with the systems around NetSuite.
Find out moreRequest an FSM demo
See how Field Service Management could bring your contracts, engineers and billing together inside NetSuite.