How to Manage Field Service Customers With Several Sites

One customer, twelve addresses

A chain or landlord is created as a new customer for every address, so history is split and statements are wrong.

Gate codes and parking notes live in a technician’s head.

The head office pays, but invoices go to the branch.

Why this happens

• The customer record holds only one address.
• Contacts belong to the customer, not to the place.
• Bill-to and service address are treated as the same thing.
• Equipment is not tied to where it is installed.

Biznsbook addresses this through service sites, site contacts and access notes, bill-to party when Field Service is licensed. Customers are parties you already keep. The van is a warehouse. The invoice is one sale invoice for the job.

A second dispatcher, a van, and a deposit are where a private list drifts. Making Biznsbook the place that books the visit, issues the part, and raises the one invoice keeps those three on the same job.

Step-by-step: Manage Field Service Customers With Several Sites

Built for owners and dispatchers who send technicians to a customer site in Biznsbook Field Service.

1. Keep one party. The customer is a Biznsbook party, the same record sales and accounts use. Do not create a second party for another address.
2. Add a site per address. Sites hold the address, an optional latitude and longitude, and access notes. One site per party is primary; the first job creates one from the party address if none exists.
3. Add site contacts. Each site can have contacts with role, phone, email, and an SMS opt-out. Messages for a job go to the job’s contact, the site’s primary contact, or the customer.
4. Write access notes. Gate codes, parking, pets, and hazards go in access notes. Technicians see them highlighted on the visit page.
5. Set the bill-to party. On the job, choose a bill-to party when someone else pays. The invoice and payments go to the bill-to party; the site and history stay with the site customer.
6. Record equipment by site. Customer equipment belongs to a site, with make, model, serial, install date, and warranty. Link it to jobs to build its service history.
7. Search by site. Global search finds jobs, sites by name, address, or postcode, and equipment by serial number.

Review results after the first full weekly cycle. Adjust roles, mappings, or approvals where the same exception repeats.

Screen names in this guide match Field Service in the product: Home, Jobs, Dispatch, My day, Quotes, Agreements, and Settings.

Common mistakes to avoid

• Mistake 1: The customer record holds only one address. Repeating this each month usually shows up first in double-booked visits, van counts, or a second invoice.
• Mistake 2: Contacts belong to the customer, not to the place. Repeating this each month usually shows up first in double-booked visits, van counts, or a second invoice.
• Mistake 3: Bill-to and service address are treated as the same thing. Repeating this each month usually shows up first in double-booked visits, van counts, or a second invoice.
• Mistake 4: Equipment is not tied to where it is installed. Repeating this each month usually shows up first in double-booked visits, van counts, or a second invoice.

Note each recurring gap in the weekly review. Each one should map to a step in this guide.

Best practices that hold up as you scale

• Keep one party — The customer is a Biznsbook party, the same record sales and accounts use.
• Add a site per address — Sites hold the address, an optional latitude and longitude, and access notes.
• Add site contacts — Each site can have contacts with role, phone, email, and an SMS opt-out.
• Write access notes — Gate codes, parking, pets, and hazards go in access notes.
• Set the bill-to party — On the job, choose a bill-to party when someone else pays.

Teams that schedule on the board, issue parts from the van before they invoice, and refuse a second invoice keep the visit and the ledger on the same job.

How Biznsbook supports this workflow

service sites is part of Biznsbook Field Service for companies that send a person to a customer site. The customer is a party you already keep, the address you visit is a site, and the visit sits on a job. Parts move through a van warehouse. The bill is one sale invoice, and a deposit taken first is an advance on that same job. Technicians quote, invoice, or collect only when settings allow it.

site contacts and access notes is part of Biznsbook Field Service for companies that send a person to a customer site. The customer is a party you already keep, the address you visit is a site, and the visit sits on a job. Parts move through a van warehouse. The bill is one sale invoice, and a deposit taken first is an advance on that same job. Technicians quote, invoice, or collect only when settings allow it.

bill-to party is part of Biznsbook Field Service for companies that send a person to a customer site. The customer is a party you already keep, the address you visit is a site, and the visit sits on a job. Parts move through a van warehouse. The bill is one sale invoice, and a deposit taken first is an advance on that same job. Technicians quote, invoice, or collect only when settings allow it.

Technicians do not quote, invoice, or collect unless those settings are on. Labour cost is for job costing and does not post a wage journal. Email sends through the company’s outbound email and SMS through the company’s own Twilio connection.

Suggested implementation timeline

1. Week 1: License Field Service, add sites on the parties you already keep, and try service sites on one real job.
2. Week 2: Create a van warehouse, transfer the stock that is in the van, and issue one part on a visit.
3. Week 3: Schedule on the board, including one forced conflict, and complete a visit with the checklist rules you actually want.
4. Week 4: Create the one sale invoice, apply a deposit if you took one, and turn the public page on if customers should request visits.
5. Ongoing: Weekly review of unscheduled jobs, overdue complete-by times, and van items under minimum, using agreements per site.

Related guides

Start with create a field service job, then schedule a field visit and invoice a field job.

Product page: Field Service. Trades: field service trades. Decision: field service software vs spreadsheets.

Setting up a chain or a landlord

Create the head office or landlord as the party that pays. Add each branch or property as a site, with the local manager as the site contact and the delivery or access instructions in access notes.

When the work is for a tenant who pays their own bills, make the tenant the party and the site theirs. When the landlord pays, keep the tenant as the site customer and set the landlord as the bill-to party on the job.

Equipment installed at each site goes on that site. A technician arriving at the branch then sees only the equipment and history that belong to it.

Review sites once a quarter. Mark closed branches inactive rather than deleting them, so their jobs and equipment history stay attached, and update access notes whenever a gate code or a site manager changes.

History that follows the place

Because jobs and equipment hang off the site, a technician arriving at a branch sees the work done there before, not the whole customer’s history.

The customer’s Party 360 still lists their recent field jobs, so the account manager sees the relationship across sites.

Metrics to track monthly

• Jobs still unscheduled past the attention window
• Jobs past their complete-by time
• Van items below the minimum you set
• Visits forced past a conflict
• Jobs completed and not yet invoiced

Start with three metrics; trend direction matters more than a single point-in-time snapshot.

Spreadsheet or paper day sheet vs Biznsbook Field Service

Compare a typical list of jobs with Biznsbook service sites and the rest of the field job.

Agreements per site

Service agreements are set per site, so each branch of a chain can have its own maintenance cycle, checklist, equipment list, and price, all billed to the same head office if you choose.

Write this into the way the office hands work to technicians, and revisit it when you add a van or a second dispatcher.

Frequently asked questions

How this differs by industry