CRM for service companies: from request to job to invoice
CustomCRM brings customer requests, field crew scheduling, maintenance contracts and billing into one system. Your dispatchers see who is free, and your customers know when the technician will arrive.
- Tickets with SLAs and escalation
- Scheduling by crew and area
- Subscriptions invoiced automatically
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Companies that work with the CustomCRM team
What problems does CRM software solve for a service company?
CRM software fixes lost requests, schedules kept on paper and jobs that never make it onto an invoice. Most of the losses happen between the customer’s phone call and the final invoice.
Requests by phone, email and WhatsApp
The customer calls, sends an email, then follows up on WhatsApp. The request reaches three people, and nobody knows who picked it up.
Missed SLA deadlines you don’t see
The contract promises response and resolution times, but nobody watches the clock. You find out about the breach when the customer asks for penalties.
Dispatch on a whiteboard and the phone
Schedules live on a sheet of paper or in a shared calendar. When one job runs long, the rest of the day gets rebuilt over the phone.
Paper work orders
The handwritten work order reaches the office days later. Parts and hours get lost along the way, and the invoice goes out incomplete.
Subscriptions tracked in Excel
Scheduled service visits and renewals sit in a spreadsheet. An unbilled subscription only shows up during the year-end reconciliation.
What modules does a CRM for service companies include?
A CRM for service companies built on CustomCRM has modules for tickets, dispatch, work orders, maintenance contracts with SLAs, quotes and customer communication, plus invoicing, contracts and e-Factura. You start with what you need today and add modules as you grow.
Requests and tickets
Every request, by phone, email or form, becomes a ticket with a priority, category and owner, with history by customer, location and equipment.
Dispatch and scheduling
The calendar shows crews, technicians and the areas they cover. Your dispatcher assigns the job to someone who is free and has the right skills.
Work orders from the phone
The technician fills in the work order from their phone’s browser: work done, parts, hours, photos and customer sign-off. The data reaches the CRM before they get back.
- Before and after photos
- Parts and consumables used
- Customer sign-off at the end
Maintenance contracts and subscriptions
Each contract lists the included services, service visit frequency and covered locations. Visits schedule themselves, and you get an alert before the contract expires.
SLAs and escalation
You set response and resolution times by contract or by request type. A ticket close to its deadline is escalated to the crew lead.
Quotes and estimates
Quotes for extra work start from templates with your standard labor and materials. An accepted quote turns straight into a scheduled job.
Notifications and customer portal
The customer gets an email when the request is picked up, scheduled and resolved. Optionally, they get a portal where they open requests and see their history and invoices.
Recurring and per-job billing
Subscriptions are invoiced automatically every month or quarter, and work outside the contract is invoiced straight from the work order.
- Recurring invoices per subscription
- Invoices generated from the work order
- Payment reminders on the due date
Contracts and e-Factura
Contracts and addendums listing the serviced locations are generated from templates. Invoices go to ANAF’s SPV automatically, and invoices from parts suppliers are pulled in from there too.
Included in every CustomCRM
- InvoicingInvoices, pro formas and recurring invoices, payments, due dates and reminders.
- ContractsContracts, annexes and amendments generated from templates, with expiry alerts.
- e-Factura (SPV, ANAF)Invoices go to SPV automatically, status shows in the CRM, supplier invoices come in on their own.
- e-TransportUIT declarations generated from orders, where you move goods covered by the e-Transport rules.
- Reports and dashboardsSales, payments, productivity and profitability, by role.
- Integrations and APIAccounting, email, calendar, website forms, ad leads.
See these modules on a real example
In a demo we walk you through the full workflow on a case close to your business. Or start with a free one-hour consultation where we review your process.
Prefer the phone? Call +40 729 743 719
What does a workday at a service company look like with CustomCRM?
A day with CustomCRM starts with new tickets and ends with closed work orders, ready to invoice, with no paperwork carried back to the office.
The request comes in
The customer calls, writes or fills in the form. The ticket gets the priority and the SLA deadline from the contract.
The dispatcher schedules
The dispatcher picks a free technician in the area from the calendar. The customer gets a confirmation with the date and time window.
The technician does the job
On site, the technician sees the address and the equipment history, then fills in the work order from their phone.
The ticket closes
The customer’s sign-off closes the ticket and updates the SLA report. If a part is missing, you open a quote or a new appointment right from the ticket.
The invoice goes out
Extra work is invoiced from the work order, subscriptions go into recurring billing, and invoices are sent to SPV.
CustomCRM for other industries
- Digital Marketing CRMRetainers, projects, timesheets and profit per client.
- Legal CRMCases, deadlines, time tracking and billing from hours.
- Fitness & Spa CRMMemberships, check-in, class and therapist bookings.
- Construction CRMBids, progress billing, subcontractors, e-Transport.
- Recycling CRMWeighing, waste codes, collection routes and reporting.
- Fleet Management CRMVehicles, drivers, renewals, fuel and cost per km.
- Real Estate CRMListings, buyer matching, viewings, commissions.
- Consulting CRMOpportunities, phased projects, billable hours.
- Education CRMEnrollment, groups, attendance, fees and parent updates.
- Another industry?We build tailor-made software around your process.
CustomCRM for service companies
- What it is: CustomCRM for service companies is CRM software that manages customer requests and tickets, field crew scheduling, maintenance contracts with SLAs and recurring billing. It connects to SPV (the Private Virtual Space, the online portal of ANAF, Romania’s tax authority) for e-Factura, Romania’s national e-invoicing system.
- Key benefits:
- Every request has an owner and an SLA deadline
- You schedule all crews from one calendar
- Maintenance subscriptions are invoiced automatically
- Who it is for: service and maintenance companies, cleaning companies, IT and helpdesk companies, plumbing, electrical and HVAC contractors, facility management companies, HR services firms, dispatchers, crew leads
- What sets it apart: The work order the technician fills in from their phone’s browser closes the ticket, updates the SLA report and prepares the invoice, with no one at the office retyping paperwork.
- Quick verdict: It is the right choice for service companies with field crews and recurring contracts that have outgrown Excel and a WhatsApp group. Every day, you see which requests are close to their SLA deadline, where each crew is and which jobs are not invoiced yet.
How is service CRM software different from Excel or a generic helpdesk?
A generic helpdesk handles tickets and Excel holds the contracts, but neither ties the job to the SLA and the invoice. CustomCRM keeps the whole flow on the same customer record, and for unusual rules we start from a custom CRM.
| Process | Excel or generic helpdesk | CustomCRM |
|---|---|---|
| Taking requests | Phone, email and messages with no shared record | One ticket, with an owner and a priority |
| SLA tracking | Checked by hand, after a complaint | Deadline calculated automatically, with early escalation |
| Crew scheduling | Shared calendar or a sheet at the dispatch desk | Calendar by crew, area and skill |
| Work order | Paper retyped at the office | Filled in from the phone, with photos and customer sign-off |
| Maintenance contracts | Spreadsheet with expiry dates | Service visits scheduled automatically and renewal alerts |
| Billing | Issued by hand once the work orders arrive | Recurring per subscription or from the work order, sent to SPV |
How do you track the SLA in your maintenance contracts?
The SLA is tracked automatically: each contract has response and resolution times, and CustomCRM calculates every ticket’s deadline from the moment it is logged. Levels can differ by customer, request type or priority, in business hours or calendar hours, as the contract states.
Before the deadline, the owner and the crew lead get a notification. At the end of the month, the SLA report shows what was resolved on time and where delays happened, which you can attach to the invoice or use when you negotiate the renewal.
What does the CRM for your service company integrate with?
CustomCRM can integrate with your team’s email and calendar (Gmail, Outlook), the request form on your website and your accounting software, such as SmartBill, Oblio or Saga. Bank statements are imported, so payments are marked as received without manual checks.
For parts inventory and purchasing, the modules extend into a custom ERP, and for your crews’ vans they connect to fleet management. Other systems connect through the API, described under features.
- ANAF SPV and e-Factura
- SmartBill, Oblio, Saga
- Gmail and Outlook
- Team calendar
- Website request forms
- Bank statements
- API for other systems
Frequently asked questions about CRM for service companies
How much does CRM software for a service company cost?
CustomCRM pricing depends on the modules you choose and on usage, not on the number of users. That means you can give every technician and dispatcher access without paying separately for each account. You get an exact quote after the free consultation, where we review your services, contracts and request volume.
Does it connect to ANAF’s SPV, e-Factura and our accounting?
Yes, recurring invoices and invoices issued from work orders go to ANAF’s SPV automatically, with their status visible in the CRM. Invoices from parts and consumables suppliers are pulled in automatically. The CRM can integrate with your accounting software, such as SmartBill, Oblio or Saga, so no data is entered twice.
How do we move customers, contracts and history out of Excel?
We import customers, locations, active maintenance contracts and job history from Excel or the software you use today. Before the import, we review the data with you so subscriptions and renewal dates come in correctly. Your dispatchers and technicians learn the platform in a 1 to 2 hour training.
How long does implementation take?
Implementation time depends on the modules you choose, your service types and the integrations you need, so we set it in the free consultation. We deliver in stages. You usually start with tickets and dispatch, so your team works in the CRM quickly, then we add SLA contracts, the customer portal and integrations.
Do technicians need an app installed on their phone?
No, technicians use CustomCRM straight from their phone’s browser, with nothing to install. They see the day’s schedule, the customer’s address and history, fill in the work order and add photos. The field screen is built with only the fields your team needs, not everything the office sees.
Why not a helpdesk or a generic CRM?
A generic helpdesk opens and closes tickets, but it doesn’t tie the job to the maintenance contract, the SLA and the invoice, and a generic CRM tracks sales, not field work. CustomCRM starts from a template built for service companies and adapts it to your jobs, contracts and crews.