Client requests
- Type of work picked and the issue described by the client.
- Photos or video added to the request.
- A preferred visit date picked by the client.
Customer portal software that takes service requests off WhatsApp
Clients and building occupants report faults through your branded portal or a site QR code. Each report becomes a job with a time stamp.
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FieldEx is a field service and asset management (FSM+CMMS) application. Its customer portal software replaces requests by WhatsApp and phone. Clients raise them in a branded portal, occupants scan a QR code at the site, and each request arrives as a job. Clients then follow progress, see upcoming PPM and reschedule visits.
Service requests captured as jobs, not chat messages.
Clients follow their jobs and PPM visits on their own.
A portal under your company name and colors.
Inside FieldEx's customer portal software for service companies
FieldEx gives clients one place to request and follow work, and gives your coordinators each request as a job, not a message to chase.
Every request keeps its time and details.
Site QR codes
- One QR code per site, placed where occupants can see it.
- Anyone scans it and reports a fault, no login needed.
- Each report raised as a job from your chosen template.
Jobs from requests
- Each request created as a new job, waiting to be assigned.
- Coordinators alerted to portal requests and QR reports.
- New requests listed in the scheduling backlog.
Status for clients
- Jobs shown as open, in progress or completed.
- Status names you set for clients.
- A job summary to download or print.
Client equipment
- Each client's equipment, with its last service date.
- PPM due this week and later.
- Requests raised from a specific machine.
New visit dates
- Open jobs moved to a new date by the client.
- The change written straight into your schedule.
Company branding
- A web address for your portal, with your logo.
- Your colors and font.
- Your choice of job and request types shown.
Who gets access
- Portal access given per client contact.
- FieldEx user accounts for clients who run their own inspections.
- Subcontractor accounts with their own roles.
SLA timers
- SLA status on jobs covered by a service agreement.
- Alerts when a job is at risk or overdue.
Requests captured with a time stamp, not lost in a chat group
Each request becomes a job as soon as it is submitted, so you can show exactly when you were told and when you responded.
A request buried in a WhatsApp group has no clear start time and no owner. In FieldEx, a portal request or QR report is a job from the moment it is sent.
It holds the date, time, description and any photos or video. Your coordinators enter requests that come by phone as jobs. You can then show exactly when you were told and when you responded.
A portal for building owners, JMBs and corporate clients
Clients log in to a portal under your brand and see only their own jobs, machines and PPM visits.
Clients then follow their own work without calling your office.
Building managers and joint management bodies (JMBs) need to see that upkeep work is being done. The FieldEx portal runs on its own web address, with your logo, colors and font. You decide which client contacts can log in, which job types they see and what they can request.
QR codes so occupants can report faults on the spot
A QR code at each site lets occupants, tenants or guards report a fault in seconds, without an app or an account.
The person who spots the problem usually has no portal login. It might be a guard who finds a dead light or a tenant with a leaking pipe. That person sends a WhatsApp message instead.
In FieldEx, every site has a QR code. Scanning it with the phone camera opens a short form: what is wrong, a photo or video, and the person's name and contact details. The site comes from the code itself, so reports always reach the right building.
Each report becomes a job built from the template you choose.
From request to scheduling backlog with no retyping
Requests wait in the scheduling backlog as new jobs, so the coordinator assigns them directly.
In FieldEx, portal and QR requests arrive as new, unassigned jobs in the scheduling backlog. Portal requests alert coordinators automatically, and an email or in-app alert can be set up for QR reports the moment they come in. A visit date picked by the client goes onto the schedule.
The job is then assigned like any other and appears on the technician's phone.
From there, the dispatcher assigns the job like any other, and the technician sees it on the phone.
Job status your clients can check themselves
Clients see each job as open, in progress or completed, under the names you choose, and download a summary when they need it.
Most follow-up messages ask the same thing: has someone taken this job? In the FieldEx portal, clients see their jobs with status, date, machine and site. You set the stage names they see, decide whether parts and prices show, and let them download or print a summary.
Fewer WhatsApp follow-ups leave coordinators more time to plan.
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Clients see their machines and the next PPM visit
Every client sees their own machines, the last service date and the PPM visits coming up.
Clients who own the machines you service ask two questions: when was it last serviced, and when are you coming next?
In the FieldEx portal, the equipment view lists each client's machines with site, status and last service date. The maintenance view shows PPM jobs due this week and the upcoming schedule, created from their maintenance plans.
A client can raise a request from a specific machine, so the job arrives with the right asset attached.
Clients choose a new date for open jobs
Clients can move an open job to another day in the portal, and the change lands on your schedule at once.
Rescheduling by phone often takes several calls between the client, the coordinator and the technician. A client who knows the premises will be closed on Friday can simply pick Monday.
In FieldEx, clients can reschedule open jobs, and you decide whether the option is on. The schedule changes and coordinators get an in-app alert.
Jobs already in progress stay where they are.
SLA timers on requests from contract clients
Jobs covered by a service agreement carry SLA timers, so supervisors see which requests are at risk before a target is breached.
Many Malaysian maintenance contracts set response and completion targets, sometimes with penalties attached. In FieldEx, service level agreements apply to all clients or chosen ones, with business hours and targets for each stage.
When a matching job is created, from the portal, a QR code or the office, its SLA status shows on the job. The people you choose are alerted when it is at risk or past its target.
The service contracts and SLA page, linked below, covers this in detail.
How each person uses requests and the portal
Clients request and follow work on their own, coordinators receive jobs instead of messages, and managers watch SLA targets.
Client or JMB
Requests, job status, machines and PPM visits in one portal.
Occupant or guard
A QR code to report faults without an account.
Coordinator
Every request already a job in the backlog.
Dispatcher
Client visit dates and changes already scheduled.
Contract manager
SLA status on each contract client's jobs.
Subcontractor
An account showing only their own jobs.
Breakdown requests and PPM in the same client portal
Because FieldEx is field service management and a CMMS in one, clients see breakdown jobs and PPM visits in the same portal.
When requests come by WhatsApp and PPM is planned in Excel, clients never see the whole picture. In FieldEx, a request becomes a job on the machine, its PPM sits alongside, and both show in the portal.
The same jobs build the machine's history, so the client and your team look at one record.
Related pages: Service Contracts and SLAs, Preventive Maintenance and Scheduling and Dispatch. See also Asset Management, Work Order Management and our guide to choosing Field Service Management Software.
Royal Facilities Management: QR requests and a portal for property owners
Royal Facilities Management (facilities management, Oman) found that property owners and site staff had no simple way to submit service requests. They also couldn't follow a job's progress or view completed work.
With FieldEx, QR codes at each client site let site staff and tenants submit a work request or report an equipment malfunction instantly. They need no app or login. A dedicated portal gives property owners access to log issues, track technician progress and review completed service reports.
Read the Royal Facilities Management Story
Lamarsa: service requests out of WhatsApp and into one system
Lamarsa Coffee Machine Company, a Malaysian coffee equipment retailer and authorized service center, received repair and servicing requests via WhatsApp. That often led to miscommunication and incorrect job arrangements.
With FieldEx, service requests and job creation now happen within a single platform. "After implementing FieldEx, there’s proper information being recorded down and we are able to delegate jobs much easier."
Bryan, After-Sales Specialist Technician, Lamarsa Coffee Machine Company
Read the Lamarsa Story
Service request questions from Malaysian service companies
What is the best customer portal software for service companies?
Choose one where each request becomes a job your coordinators can book. FieldEx gives clients a branded portal to raise requests, follow jobs, see their machines and PPM visits and reschedule. Site QR codes let anyone report a fault. Each request becomes a job, so nothing is lost in WhatsApp.
Can clients submit requests without calling or messaging us?
Yes. Clients choose the type of work, describe the issue, add photos or video and pick a preferred date in the portal. The request arrives as a job.
Can occupants report faults without an account?
Yes. A QR code at each site lets anyone scan, describe the fault and add a photo or video, with no app or login.
Will my coordinators know when a request comes in?
Yes. Portal requests alert your team automatically, alerts for QR reports can be set up, and all new requests wait in the scheduling backlog as jobs.
Can clients check job status themselves?
Yes, under the stage names you choose. That alone removes most "has anyone taken my job?" messages from your coordinators' WhatsApp.
Can clients see upcoming PPM?
Yes. The portal shows PPM due this week and later, plus each machine and its last service date.
Can clients change a visit date?
Yes, if you switch it on. Clients move open jobs to a new date, and the schedule changes immediately.
Can the portal use our company branding?
Yes. Your portal has its own web address, logo, colors and font.
Can we limit what each client sees?
Yes. You choose which contacts log in, which job types they see, what they can request and whether parts and prices are shown.
Can subcontractors get their own access?
Yes. Subcontractors get their own accounts, with roles and a hierarchy that control what they see and do.
Do contract clients' requests carry SLA timers?
Yes. Jobs under a service agreement show their SLA status, and chosen people are alerted when a job is at risk or overdue.
Is the FieldEx app in Bahasa Malaysia for our technicians?
Yes. Technicians can switch the FieldEx app between English, Bahasa Malaysia and Chinese, each choosing their own.
What do clients use the customer portal for?
Building owners, JMBs and corporate clients use it to report faults and follow the work without calling you. In FieldEx, they raise requests and check job status. They also see their machines and PPM visits, and can move a visit date.
How long does it take to set up the customer portal in FieldEx?
There's no setup fee. Training is at your office or online, in Bahasa Malaysia or English. Your team can also learn as it goes with guides, videos and the in-app AI assistant.
Customers, sites, assets and past jobs can be uploaded. FieldEx helps with setup, and training is included. See Setup and Training.
Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer.
How long does it take to set up the customer portal in FieldEx?
There's no setup fee. Customers, sites, assets and past jobs can be uploaded. FieldEx helps with setup, and training is included. See Setup and Training.
You can also set FieldEx up yourself with guides, videos and the in-app AI assistant, which answers questions as you go.
Once we know your requirements and your data is ready, FieldEx can be implemented in as little as a week with standard features for small businesses. Larger setups and custom work take longer.
