FSM software for appliance repair businesses
FSM Flow dispatches the nearest technician with the right part on the van, holds the model, serial and service history for every appliance, keeps parts-on-order jobs visible until the return visit, and separates OEM warranty claims from retail work. Technicians quote from the flat-rate price book and invoice before they leave the kitchen.
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Repair completed
Dishwasher · drain pump replaced · warranty claim filed
At a glance
Appliance repair software is field service management software configured for companies that diagnose and repair refrigerators, washers, dryers, dishwashers, ranges and ovens in homes and businesses. It schedules same-day diagnostic calls, dispatches the closest qualified technician, stores each appliance’s model, serial and repair history, manages parts ordering and the return visit, prices from a flat-rate book, and handles manufacturer and third-party warranty claims alongside retail work.
FSM Flow covers that loop end to end. Incoming calls land on a drag-and-drop scheduler where the AI suggests the technician by brand skills, proximity and the parts already on the van. On site, the technician opens the appliance record on an offline-first mobile app, attaches the diagnosis and photos, builds a repair-versus-replace quote from the price book and either completes the repair or puts the job on hold for parts. Parts are ordered against the job, the return visit is scheduled when they arrive, and the invoice is generated the moment the work order closes, billed to the customer, the OEM or the warranty administrator as the job type dictates.
The result is a business that raises its first-time fix rate because technicians arrive with history and the right part, stops losing parts-on-order jobs in a spreadsheet, and gets warranty claims filed with the model, serial, purchase date and labour codes the manufacturer asks for.
37,769
US appliance repair businesses, up 1.5% year on year (2025)
Source: IBISWorld
~$7.0B
US appliance repair industry revenue, up 3.1% (2025)
Source: IBISWorld
77%
Industry-average first-time fix rate; top performers reach 88% (2026)
Source: Aquant Field Service Benchmark
93%
US homeowners who say instant estimates influence who they hire (2025)
Source: Housecall Pro Customer Service Report
Job types
Each job type carries its own duration, checklist, required brand skills and pricing method, so dispatch and the AI scheduler already know what a call involves before it hits the board.
Diagnostic / service call
Same-day call with the trip fee on the quote, credited against the repair when the customer approves.
Repair with parts on the van
Flat-rate repair completed on the first visit, with parts recorded against the job and drawn from van stock.
Parts order & return visit
Job goes on hold for parts, the order is linked to the work order and the return visit booked on arrival.
OEM warranty / authorised service
No-charge visit to the customer, billed to the manufacturer with model, serial, purchase date and labour code.
Extended warranty / TPA dispatch
Claims from administrator networks tracked with the claim number, copay and authorisation on the job.
Sealed-system refrigeration repair
Compressor and evaporator work with refrigerant logged and EPA 608 certification on the technician.
Dryer vent cleaning & maintenance
Recurring safety and efficiency visits sold from the repair call and scheduled on their interval.
Refrigerator coil & preventive maintenance
Annual plans for high-end kitchens with checklists per appliance and member pricing.
Built-in & luxury appliance service
Sub-Zero, Wolf, Miele and Thermador work with brand skills matched and bulletins attached to the model.
Install & haul-away
New appliance installs with serials, connections checked and the old unit recorded for disposal.
Repair-versus-replace estimate
Options quoted from the price book with age and lifespan of the appliance shown to the customer.
Callback
Re-visits within the workmanship warranty tracked as their own job type and linked to the original repair.
Where time gets lost
The problems that show up in every dispatcher’s queue, and what FSM Flow does about each one.
Technicians arrive without the right part.
The appliance record shows model, serial, past repairs and the last diagnosis before dispatch, and the AI matches the call to the technician whose van carries the likely part. Low first-time fix is mostly a parts problem, and this is where it is fixed.
See how it worksParts-on-order jobs disappear into a spreadsheet.
A job waiting on parts stays visible as an on-hold work order with the part order linked. When the part is received into inventory, the return visit is scheduled and the customer is notified.
See how it worksWarranty claims get rejected for missing details.
Warranty job types capture model, serial, purchase date, proof of purchase, fault and labour codes on the work order, so the claim is complete when the job closes and billed to the OEM or administrator rather than the customer.
See how it worksCustomers want a price before they book.
Flat-rate price-book quotes with repair-versus-replace options are built on the tablet and sent for approval on site, with the diagnostic fee credited when the customer says yes.
See how it worksVan stock is a mystery until the shelf is empty.
Per-van inventory with low-stock alerts, parts linked to jobs and invoices, and warehouse-to-van transfers, so common pumps, igniters and control boards are where the work is.
See how it worksInvoices wait for the office to type them up.
Flat-rate line items are priced on site, the job is completed on the mobile app and the invoice is generated the moment the work order closes, to the customer, the OEM or the warranty administrator.
See how it works
Built for appliance repair businesses
One platform for the office, the vans and the AI that connects them.
Closest-technician dispatch
A drag-and-drop board with day, week and month views and AI technician matching by brand skills, proximity and parts on the van.
- Same-day priority and unassigned job pool
- Brand and certification matching (EPA 608 for sealed systems)
- Return visits scheduled when parts arrive
Appliance records
Model, serial, purchase date, warranty status and the full repair history per appliance, with bulletins and wiring diagrams attached.
- Multiple appliances per customer and site
- Service bulletins and diagrams as documents on the model
- Age and typical lifespan for replace conversations
Parts on order & van stock
Parts linked to jobs from quote to invoice, on-hold work orders for ordered parts, and per-van inventory with alerts.
- On-hold status with the part order on the job
- Low-stock alerts and warehouse-to-van transfers
- Parts returns tracked against the original order
Warranty & claim tracking
Warranty and administrator jobs separated from retail work, with everything the claim needs captured on the work order.
- Model, serial, purchase date and proof of purchase
- Labour codes and copay on the job
- Invoice to OEM or administrator, not the customer
Flat-rate quotes & invoicing
Price-book quotes with repair-versus-replace options, approval on site and the invoice generated when the work order closes.
- Diagnostic fee credited on approval
- One-click invoice from the completed job
- Quote expiry and follow-up automation
AI assistant & workflows
Ask “which jobs have been waiting on parts more than seven days?” or automate the return-visit booking when a part is received.
- Natural-language questions on live data
- Workflow builder for parts-received and callback escalations
- Document intelligence for bulletins and invoices
A day with FSM Flow
How a nine-van residential appliance repair company keeps the first-time fix rate up through a day of new calls and returns.
- 7:00 am
The board is built around parts arrivals
Overnight, yesterday’s received parts moved their on-hold jobs to return visits, and the AI placed them with the technicians who did the diagnosis.
- 7:45 am
Technicians leave with history and stock
Each technician opens the mobile app, sees the appliances booked for the day with model, serial and past repairs, and checks the van’s stock against the likely parts.
- 9:20 am
A no-cool refrigerator call comes in
The dispatcher adds the job; the AI suggests the sealed-system technician two streets away. The customer gets a confirmation with the diagnostic fee.
- 11:00 am
Diagnosis to quote on the kitchen floor
The technician attaches photos and the fault to the appliance record, builds a repair-versus-replace quote from the price book and gets approval on the tablet.
- 1:30 pm
A warranty job closes with a complete claim
On an authorised-service call, the technician records serial, purchase date and labour code; the work order closes and the invoice is addressed to the manufacturer.
- 3:15 pm
A control board is not on any van
The job goes on hold with the part order linked; the customer is notified of the expected date and the return visit will be scheduled automatically on receipt.
- 5:00 pm
Tomorrow is checked before the office closes
The owner asks the AI assistant “which parts-on-hold jobs are older than seven days?” and the dispatcher chases the two suppliers involved.
Compliance & records
FSM Flow stores the evidence against the job, the appliance and the technician, so warranty audits and refrigerant inspections are a report away.
EPA Section 608 for sealed systems
Technician certifications on file and refrigerant added or recovered logged per appliance on sealed-system refrigerator and freezer repairs.
OEM warranty claim records
Model, serial, purchase date, proof of purchase, fault description, parts used and labour codes captured on each warranty work order and kept with the claim.
Administrator & extended-warranty authorisations
Claim numbers, authorisation limits and customer copays recorded on the job for dispatches from third-party administrators.
Parts, cores & returns
Parts linked to jobs and invoices, with returns and cores tracked against the original order so credits are reconciled.
Service bulletins & technical documents
Manufacturer bulletins and wiring diagrams attached to the model as documents and visible on the mobile app during the repair.
Licensing & insurance
State and local licence numbers and insurance details kept on the company profile and printed on quotes and invoices.
Numbers worth watching
Every one of these is a dashboard widget in FSM Flow, or a question you can ask the AI assistant.
First-time fix rate
Driven by appliance history and the parts on the van; return visits and callbacks are separate job types so the number is honest.
Industry average 77% · top performers 88% (Aquant, 2026)Technician utilisation
Billable hours against available hours per technician, visible on the dashboard by day and week.
Target 70–80%Days on hold for parts
Every on-hold job carries its order date; the AI assistant lists jobs waiting longer than your threshold.
Parts return rate
Over-ordering from uncertainty shows up as returns and freight; returns are tracked against the original order and the job.
Warranty claim completeness
Claims rejected for missing details are rework; required fields on the warranty job type keep the first submission complete.
Average ticket & days to invoice
Tracks whether options are presented on every call; invoices are generated when the work order closes on site, so days to invoice should be zero.
What is appliance repair software?
How does FSM Flow improve first-time fix rates?
Can it manage parts on order and the return visit?
Does it handle manufacturer warranty and third-party administrator work?
Does the mobile app work in basements and utility rooms without signal?
Can technicians see service bulletins and wiring diagrams on site?
How much does FSM Flow cost for an appliance repair company?
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