Equipment maintenance companies, HVAC businesses, facility managers, and utilities with field teams all hit the same ceiling: off-the-shelf FSM tools handle the generic case but not your specific service model, your parts catalog, your SLA tiers, or the way your dispatch team actually works. When the scheduling logic doesn't match how jobs are actually assigned, technicians are sent to jobs without the right parts, and customers wait on phone calls for updates that your software should send automatically.
Job scheduling and dispatch built around your service model: skills-based assignment, GPS routing, and real-time availability, not a generic drag-and-drop calendar
Mobile technician apps with offline access, work order capture, photo and signature collection, and parts lookup from the field
Work order management from creation to close: asset history, service checklists, SLA tracking, and automated customer notifications
Parts inventory tracking with van stock levels, warehouse sync, and low-stock alerts so technicians arrive prepared
The problem
Dispatchers spending 10+ hours a week manually juggling technician assignments across spreadsheets and whiteboards because your scheduling tool doesn't account for skills, proximity, or parts availability?
Customers calling to ask where their technician is because your field team has no way to push real-time ETAs or job status from the field?
First-time fix rate suffering because technicians arrive on site without the right parts or the full job history of the asset they're servicing?
Short answer
RaftLabs builds field service management software for equipment maintenance, HVAC, facility management, and utility teams: job scheduling and dispatch, offline-first mobile technician apps, work order management, parts inventory, and customer portals. A first module launches as a validated v1 in 10 to 14 weeks at a fixed cost, then expands into a full platform.
01 Diagnosis
Your scheduling runs on spreadsheets and verbal updates
When jobs are assigned by calling or texting technicians individually and tracked on a whiteboard or shared spreadsheet, the dispatch process creates a daily administrative burden. Managers report spending 10 to 12 hours a week resolving scheduling conflicts and chasing job status updates. Double bookings, missed SLA windows, and technicians traveling past each other on the same street are symptoms of a scheduling system that can't see the full picture. A scheduling engine that accounts for technician skill sets, location, parts availability, and current job load assigns the right person to each job automatically, so your dispatcher spends their time on exceptions, not on routine allocation. According to Fieldpoint, poor field service coordination can cost service businesses up to 30% of potential revenue through missed appointments, repeat visits, and avoidable admin time.
Technicians arrive on site without the right parts or job context
A technician reaches a job site and discovers the part they need is not on their van. Or the asset has a failure history nobody told them about. The job gets closed as a revisit, or the technician improvises a fix that doesn't hold. First-time fix rate drops, customer satisfaction drops, and the cost of a second dispatch is pure waste. The root cause is almost always the same. The work order system and the inventory system are not connected. Or the asset history is locked in a database nobody checks before sending a tech. A mobile app that surfaces full asset history, previous service notes, and van stock levels before the technician leaves the depot changes first-time fix rate immediately.
Customers have no visibility into when their technician will arrive
Customers expecting a technician in a 4-hour window who then call to find out where they are generate inbound call volume that costs your office staff time and still doesn't solve the underlying problem. No automated notification at each job milestone. No live map link the customer can open. Your dispatcher has to look up a job manually to answer the question. The experience feels unprofessional regardless of how good the actual service work is. Automated ETA notifications triggered by technician GPS position, combined with a customer-facing tracking view, cut inbound status calls without requiring dispatcher effort.
Job history and asset records live in separate systems nobody keeps in sync
Equipment maintenance companies and facility managers often carry asset records in one system. Service history lives in another. Warranty and SLA terms in a third. Invoicing in a fourth. A technician needs to know whether an asset is still under warranty before billing for a part. A manager needs a service history report for a client contract review. Assembling that picture takes hours of manual lookup. A single platform that ties asset records to work orders to parts usage to invoices means everyone gets the data they need from one place, and audit-ready service histories are generated automatically.
02 What we ship
We build scheduling engines that assign jobs based on technician skills, certifications, current location, availability, and the parts stocked on each van. Drag-and-drop dispatch boards with real-time technician position feeds give dispatchers a live operational picture rather than a guess. Automated job routing cuts drive time and improves the number of jobs a technician can complete in a day.
The scheduling logic is configurable to your service model: emergency SLA windows get priority routing, recurring maintenance jobs get calendar slots protected from override, and multi-technician jobs get coordinated assignments that account for all team members. Rules you define in configuration, not rules hard-coded into a platform you can't change.
Built for HVAC and electrical service companies where job type determines which certification is required, equipment maintenance businesses with large technician pools covering wide geographic areas, and facility management firms running both reactive and planned maintenance programs.
Technician-facing iOS and Android apps give field staff everything they need without a desk or a signal. Job details, asset history, service checklists, and parts lists load before the technician leaves the depot. On site, they complete work order forms, capture photos, scan barcodes to log parts used, and collect customer signatures, all in the app. The record is in the system before they get back in the van.
Offline-first architecture means the app works in basements, industrial sites, and rural areas where connectivity drops. Data syncs automatically when the connection returns. Conflict resolution logic handles cases where a dispatcher updates the same job the technician is working on simultaneously, so neither version is lost.
Built for field technicians at utilities, telecoms, and infrastructure businesses who cover sites where connectivity cannot be assumed, and for equipment maintenance teams where photographic evidence of the condition found and the work done is part of the service contract.
Work orders created from customer requests, asset maintenance schedules, or IoT sensor alerts flow through a single system from creation to close. Each work order carries asset reference, job type, required skills, estimated duration, parts required, and SLA deadline. Status updates flow automatically as the technician progresses through the job so the back office has a live picture without calling the field.
SLA tracking flags jobs approaching their deadline before a breach occurs, not after. Service completion triggers automated customer notifications and, where integrated with your billing system, invoice generation without a manual step. Historical work orders build the asset service record that informs future maintenance decisions.
Built for facility management companies running hundreds of concurrent work orders across multiple sites, utilities with regulatory obligations to document every field intervention, and equipment maintenance businesses whose service contracts require audit-ready job histories.
Parts inventory management connects warehouse stock levels to individual technician van inventories so dispatchers know before assigning a job whether the right parts are available. Technicians log parts used on each job via barcode scan in the mobile app. Van stock levels update in real time. Low-stock alerts trigger replenishment requests before a technician runs out in the field.
Purchase order generation for reorder points, supplier integration for lead time awareness, and cost tracking per job give operations managers the visibility to reduce both overstock and stockout. For businesses where parts cost is a significant portion of job margin, this level of inventory control is the difference between knowing your margin per job and guessing it.
Built for HVAC businesses where refrigerant, compressor, and control board availability determines whether a job closes on the first visit, and for equipment maintenance companies where parts cost is tracked against service contract profitability.
Customer-facing portals let facility managers, property owners, and maintenance contract holders book jobs, view the full history of every asset and service visit, access invoices, and track their technician on a live map. Self-serve booking reduces inbound call volume. Automated notifications at each job milestone, sent by the system rather than by your dispatcher, keep customers informed without adding to your office workload.
For businesses with maintenance contracts, the portal shows customers what scheduled visits are coming, what was found on previous visits, and what work was completed. That transparency builds contract renewal confidence and reduces the back-and-forth queries that cost your account managers time. Portals are built alongside the core dispatch system so the data customers see is always current.
Built for facility management companies whose clients expect a professional self-service experience, HVAC and mechanical service businesses running annual maintenance contracts, and utilities delivering planned inspection programs to asset-owning customers.
Every piece of equipment a business maintains, from HVAC units and electrical switchgear to industrial machinery and utility infrastructure, carries a digital record that links its specification, installation date, warranty terms, and full service history. When a technician is dispatched to a site, they arrive knowing what's been done, what parts have been replaced, and what the asset's failure patterns are.
Planned maintenance schedules tied to asset records generate work orders automatically based on calendar intervals or meter readings. IoT sensor integration, using platforms such as AWS IoT or Azure IoT Hub, lets connected assets trigger work orders when readings pass defined thresholds without waiting for a customer to report a fault. The result is a shift from reactive to preventive maintenance that reduces emergency callouts and extends equipment life.
Built for utilities and infrastructure operators managing thousands of assets across dispersed geographic areas, and for equipment maintenance companies whose service contracts include planned preventive maintenance obligations.
03 Buy, build, or wait
We would rather scope you into the cheapest path that works than sell a build you do not need. Here is how we sort it.
Stay off-the-shelf
If your scheduling is generic, your team is small, and your dispatch rules fit inside a packaged product's configuration, an off-the-shelf FSM platform is the faster, cheaper call. We will tell you when this is you.
Configure and integrate
When the platform mostly fits but leaves gaps, we build the integration layer and custom modules around it instead of replacing it, so you keep the vendor's roadmap where it earns its place.
Build custom
Custom wins when dispatch depends on certifications, equipment-specific skills, or multi-site SLA tiers the platform cannot model, when per-technician fees punish scaling, or when the ERP coupling runs deep.
Still weighing rent against build? Run your crew through the build-vs-buy calculator: it totals 1, 3, or 5 years of seat fees against a custom build and shows the break-even year for your numbers.
04 How we work
We spend two to three weeks with your dispatchers, technicians, and operations managers, mapping how jobs actually flow from the first customer request through dispatch, field completion, and invoicing. We find where data lives in disconnected systems and where technicians work around the tools rather than with them. Your ERP, accounting system, and existing asset databases are mapped here. You leave with an agreed scope and a fixed-price specification before development begins.
Skills, certifications, SLA tiers, and van parts become first-class inputs to scheduling, because those are what decide the right technician for a job. Dispatchers review the scheduling logic before it is built. Technicians review the mobile workflow in wireframes, so we catch what a tech will actually do under pressure in the field before it reaches code, not after launch.
The offline-first mobile app ships early, in two-week sprints, so technicians reach site with full asset history, previous service notes, and van stock in hand. That is the lever on first-time fix. Parts inventory, customer portal, and ERP integration are built and tested in parallel. Every sprint ends with a demo against real jobs from discovery, not synthetic test cases.
A pilot cohort of technicians runs the new system alongside the existing process for two to three weeks. We measure first-time fix rate and dispatch admin time against your own baseline before the full team migrates. Dispatcher and technician training, operations documentation, and support through the first busy period keep the switch from causing a service disruption.
Trusted by
05 Track record
We have not yet shipped a field service management platform we can name on this page, so we will be straight about it. The closest proof in our portfolio is adjacent work that shares the hard parts: offline-first field sync, multi-site rollout, and dispatch across a moving fleet. Judge these on the engineering, not the vertical.
06 Case studies
08 Why us
09 Questions
Off-the-shelf FSM platforms handle generic scheduling, basic dispatching, and simple work orders well. Custom software becomes the right choice when your dispatch logic depends on technician certifications, equipment-specific skills, or multi-site SLA tiers that the platform's configuration can't model. It also makes sense when you need deep integration with your existing ERP, asset management, or billing system, or when the platform charges per-technician fees that become prohibitive as your team scales. The decision usually comes at the point where workarounds cost more than a build.
Yes. ERP and accounting integration is one of the most common requirements on field service projects. We integrate with NetSuite, SAP, Microsoft Dynamics, QuickBooks, Xero, and other financial systems. The integration scope covers work order cost capture, invoice generation, parts cost reconciliation, and payroll data export. We scope the integration during discovery because it determines the data model and the API architecture for the whole system.
A core job scheduling and dispatch system with an offline-first mobile technician app launches as a validated v1 in 10 to 14 weeks. From there it expands: a full platform adding work order management, parts inventory, a customer portal, and ERP integration takes 16 to 24 weeks, depending on integration complexity. Cost is fixed and agreed before development starts.
Yes. Offline-first mobile apps are standard for field service projects. Technicians can view assigned jobs, access asset history, complete work order checklists, capture photos and customer signatures, and log parts used, all without a signal. Data syncs automatically when connectivity resumes. We build the sync logic to handle conflict resolution when multiple technicians update the same job record offline.
Yes. Customer portals for field service businesses cover self-serve job booking, historical service records, invoice access, and real-time technician tracking with map-based ETA views. Automated SMS and email notifications at each job milestone, sent without dispatcher intervention, reduce inbound call volume significantly. The portal is built alongside the core dispatch system so customer-facing data and back-office data stay in sync.
Multi-territory scheduling accounts for technician home bases, territory boundaries, travel time between jobs, and skill matching per territory. The dispatch engine optimizes for minimal drive time while respecting SLA windows and technician certifications. Territory managers see their region; operations managers see everything. When technicians cross territories for overflow, the system tracks it for costing.
We migrate work order history, customer records, asset histories, and technician notes into the new system during implementation. The migration is scoped during discovery: we map your current data fields to the new data model, run a test migration on a sample, and validate the results with your team before the full cutover. Historical data stays searchable from day one.
Adoption is designed in, not hoped for. Technicians review the mobile workflow in wireframes before we build, so the app matches how they actually work in the field. The offline-first design means it works in basements and rural dead zones. We train in the field, not in a conference room, and the pilot phase surfaces resistance before full rollout.
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Tell us how your dispatch team works today, where the process breaks down, and how many technicians you're coordinating. We will scope the build.
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