Forklift Hire/Sales/Service Workflows
3. Customer-Owned Servicing Workflow
Prerequisite Setup:
Set up a 'Service Fee' generic item for invoicing. This item should be set as 'Non-Stock' in configuration and should be on a non-hire item type.
Ensure all service technicians are created in Setup > Staff.
Also set up each service technician as a supplier in Setup > Suppliers.
Additionally, create a general user account for each technician with access to maintenance records and the delivery schedule.
All three records (staff, supplier, and user) must use the same email address.
Creating a Quote and Pending Maintenance Record
Customer requests service.
Create or select the customer in Sales/Hire > Customer Overview.
Create a Quote for the service:
Enter the machine’s location in the delivery address.
Add a charge line for service (either as $0 for unquoted work or the pre-quoted amount).
Leave booked and hired dates empty.
Create a linked maintenance record:
Click Maintenance tab > New Service to generate the linked service job.
Select the branch (if applicable) where the tech will operate from.
Choose the machine being serviced:
If already in the system, select it.
If not, create it using the +/- button:
Assign the correct customer ownership.
Enter serial number, make, and model.
Enter service start and finish dates (or mark as TBA if unknown).
Specify service reason (e.g., 100-hour service, broken indicator).
(Optional) Assign a technician and enter inspection notes.
Click Save.
Send Quote to the customer if pre-quoting the service.
Scheduling a Site Visit for the Technician
Review pending maintenance records in Maintenance > Maintenance Records or Maintenance > Calendar.
Filter by technician or branch to manage scheduling.
Create a site visit reminder:
Open the Maintenance Record > CRM tab.
Click New Reminder and set the visit date/time.
Assign the correct branch (if applicable).
Set the staff to your own name.
Enter site-specific instructions (e.g., “Go to Door 2” or “See Beth at reception”).
Update the Delivery/Pickup Schedule:
Enter onsite contact name and number.
Assign the technician in the Deliver Via field.
Click Save to update the schedule.
Technician Performs the Service
View assigned jobs:
Pending jobs are visible in Maintenance > Calendar.
Site visits appear in Sales/Hire > Delivery/Pickup Schedule.
Upon arrival, mark the visit as 'Complete' in the schedule.
Open the linked maintenance record and update:
Inspection notes and parts used (in ‘Service and Repair Costs’).
(Optional) Log time spent using the Timesheets tab.
Enter Next Service Due (date and/or meter reading).
Attach inspection checklists to document standard maintenance or service quality control.
Capture photos of:
Initial damage/job requirements.
Part numbers, receipts, or service documentation.
Completed work or item condition.
Collect signatures:
Technician can sign off on completed work.
Customer can sign via mobile to confirm service completion.
Update job status:
Completed (if finished and approved by customer).
Awaiting Parts (if additional parts are required).
Click Save.
Admin Review & Invoicing the Service
Go to
Maintenance > Maintenance Records > Draft(tab for tech-completed but unapproved jobs).Review each record:
Verify inspection notes, parts, and costs.
Ensure timesheet entries are included (if applicable).
Arrive at final cost total.
Approve the record via Options > Approve.
Convert the quote to an invoice:
Click the eye button next to the Customer Invoice field in the maintenance record.
Click Open to view the linked quote.
Update the quote with additional charges/adjustments.
Convert the quote to an invoice.
If using the invoice approval process, go to Options > Approve Invoice before emailing.
Review and send the invoice to the customer via Email.