FSM Flow
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FSM software for security integrators

Installs, service calls and monitoring contracts have always lived in three systems. FSM Flow puts the access control rollout, the camera-down call and the monthly monitoring invoice on one platform, with every panel, camera and reader recorded per site.

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Security technician on a ladder aligning a dome camera above a glass office entrance while checking a tablet

Service call closed

Reader replaced · firmware updated · under contract

At a glance

Security integrator software is field service management software built for companies that design, install and maintain intrusion alarm, video surveillance, access control, intercom, AV and structured cabling systems for commercial customers. It manages multi-phase installation projects, reactive service calls, scheduled preventive maintenance and the monitoring and service contracts that make up recurring monthly revenue (RMR), with every device recorded against the customer’s site.

FSM Flow models the way an integrator’s revenue actually splits: system sales and installation, monitoring, and service contracts. A project with phases and subcontracted cabling, a same-day service call on a failed door controller, and a monthly monitoring invoice are all linked to the same site record. Technicians use an offline-first mobile app that shows panel models, camera counts, firmware versions and door schedules before they arrive, and AI scheduling matches calls to technicians by manufacturer certification and proximity.

The outcome is an integration business that can run installation crews and a service department from one board, bill monitoring and contracts on time every month, and show a customer with forty branches exactly which sites are covered, which are on legacy hardware and what the technology refresh will cost.

  • $41.2B

    US security system services industry revenue (2026)

    Source: IBISWorld

  • 87,086

    Security system services businesses in the US (2026)

    Source: IBISWorld

  • $9.72B

    Combined revenue of the 100 largest North American systems integrators (2026 report)

    Source: SDM Magazine

  • 56%

    Share of top-integrator revenue from system sales and installation, with 19% from monitoring (2026)

    Source: SDM Magazine

Job types

Each job type carries its own phases or checklist, required manufacturer certification, parts list and billing method, so projects and service calls share one scheduler without sharing one process.

  • Access control install

    Readers, controllers, locks and door schedules recorded per opening, with commissioning checklists.

  • CCTV / VMS deployment

    Camera positions, recorder capacity and licence counts tracked as assets; multi-day projects with phases.

  • Intrusion alarm install & takeover

    Panel swaps and monitoring takeovers with zone lists, communicator tests and account numbers on the site.

  • Service call (camera down, door fault)

    Priority dispatch against the contract’s response time, with device history on the tablet.

  • Preventive maintenance / health check

    Annual or semi-annual system checks generated from the service contract with a per-device checklist.

  • Firmware & cloud migration

    Technology refresh work tracked per device so legacy panels and cameras are visible across the estate.

  • Intercom & video entry

    Multi-tenant entry systems with directory programming notes attached to the site record.

  • Structured cabling & subcontracted pulls

    Cable runs and terminations by in-house or subcontracted crews, with test results attached.

  • AV & conference room install

    Displays, control processors and audio with serials, warranties and user hand-over documents.

  • Monitoring contract & RMR billing

    Monthly monitoring and service invoices raised automatically per site and rolled up per account.

  • Licence & subscription renewal

    VMS, cloud access control and analytics licences with expiry dates and renewal reminders.

  • Warranty & RMA

    Failed devices tracked through the manufacturer return with the replacement recorded on the asset.

Where time gets lost

The problems that show up in every service manager’s inbox, and what FSM Flow does about each one.

  • Projects and service run on different systems.

    Installation projects with phases and service calls share one scheduler, one customer record and one parts list. A site installed in March is already carrying its device list when the first service call arrives in June.
    See how it works

  • Nobody can see which devices are at a site before the truck rolls.

    Every panel, camera, recorder, reader and controller is an asset on the site with model, serial, firmware, install date and service history. The technician reads it on the mobile app, offline, before knocking.
    See how it works

  • Monitoring and contract invoices go out late or get missed.

    Schedule-triggered workflows raise monthly monitoring and service-contract invoices per site, with bulk invoicing for national accounts, so RMR is billed on the same day every month.
    See how it works

  • Contract response times are promised but not measured.

    Service calls carry the contract’s priority, and the work order time-stamps call received, dispatched, arrived and resolved. Response time against contract is a dashboard widget per customer.
    See how it works

  • The wrong technician turns up for the manufacturer.

    Manufacturer and platform certifications sit on the technician profile. AI scheduling matches an access-control fault to someone certified on that platform who is also closest to the site.
    See how it works

  • Technology refresh opportunities sit unnoticed in the install base.

    Equipment lifecycle tracking flags end-of-life panels, analogue cameras and expiring licences across every site, giving sales a refresh list instead of waiting for failures.
    See how it works

Built for security integrators

One platform for the project manager, the service desk, the technicians and the AI that connects them.

  • Projects & multi-phase installs

    Rough-in, device install, programming and commissioning as phases, with crews, subcontractors and documents on each.

    • Phases with their own dates and crews
    • Subcontracted cabling tracked as linked work orders
    • Hand-over documents attached to the site
    Explore this feature

  • Service contracts, monitoring & RMR

    Define what each site is entitled to, the response priority and the monthly fee, and let FSM Flow bill and schedule it.

    • Monthly monitoring and service invoices per site
    • Entitlements and response priorities per contract
    • Renewal and expiry alerts
    Explore this feature

  • Device-level install base

    Panels, cameras, recorders, readers and controllers as assets under customer → site, with firmware and licence dates.

    • Model, serial, firmware and install date per device
    • Licence and subscription expiry tracking
    • End-of-life flags for refresh proposals
    Explore this feature

  • AI dispatch by certification and proximity

    A drag-and-drop board with day, week and month views that matches calls to technicians by manufacturer certification, skill and location.

    • Contract priority and response-time flags
    • Unassigned pool for incoming service calls
    • Crew scheduling for install days
    Explore this feature

  • Parts, van stock & RMAs

    Know which readers, PSUs and cameras are on which van, reorder before they run out and track failed units through the manufacturer return.

    • Per-van inventory with low-stock alerts
    • Parts linked to jobs, projects and invoices
    • Warranty and RMA status on the device
    Explore this feature

  • AI assistant & workflows

    Ask “which sites still run analogue cameras?” or automate the licence-renewal quote 60 days before expiry.

    • Natural-language questions on live install-base data
    • Workflow builder for renewals and escalations
    • AI job summaries sent to the customer by email or WhatsApp
    Explore this feature

A day with FSM Flow

How an access control and video integrator runs install crews and a service department from one board.

  1. 6:45 am

    The board is already built

    Two install crews are on phase three of a 12-door access control rollout; the remaining technicians are placed on PM visits with buffer for service calls in each zone.

  2. 7:30 am

    Crews leave with device lists and drawings

    Each technician opens the project on the mobile app, sees the door schedule, the controller locations and the cabling subcontractor’s test results, and marks the first stop en route.

  3. 9:05 am

    A camera-down call comes in from a retail account

    The service desk logs the call against the branch; the contract gives it a four-hour response. AI suggests the certified technician 15 minutes away and the customer gets a confirmation.

  4. 10:50 am

    Diagnosis to quote on site

    The recorder has failed outside warranty. The technician photographs it, builds a replacement quote from the price book and sends it for approval; the loaner is recorded on the site.

  5. 1:30 pm

    Install crew commissions six doors

    Readers and controllers are scanned into the site’s asset list with firmware versions, the commissioning checklist is completed and the phase is marked done for progress billing.

  6. 3:45 pm

    Invoices and RMR go out as work closes

    Completed service calls become invoices under contract terms, the project phase is billed, and the month’s monitoring invoices are queued for the first of the month.

  7. 5:00 pm

    Tomorrow is planned before the office closes

    The AI assistant answers “which health checks in the west zone are due this month?” and the service manager fills tomorrow’s gaps with them.

Compliance & records

FSM Flow stores the evidence against the site, the device and the technician, so audits, insurer questions and licence checks are a report away.

Technician certifications

Manufacturer and platform certifications, NICET Fire Alarm Systems where integrators also service alarm, and state low-voltage or alarm licences with expiry dates on each profile.

Monitoring account records

Account numbers, communicator type, zone lists and signal test results stored on the site so takeovers and central-station changes are traceable.

Access control & data protection

Door schedules, programming notes and the names of who holds administrator access recorded on the site, with roles and permissions limiting who in your team can view them.

Firmware, cybersecurity & refresh cycles

Firmware versions and end-of-life dates per device, so cybersecurity add-ons and technology refreshes can be proposed before equipment is unsupported.

Licences & subscriptions

VMS, cloud access control and analytics licences with seat counts and expiry dates, feeding renewal quotes and invoices.

Installation and commissioning documents

As-built drawings, test results, hand-over sheets and customer acceptance attached to the project and the site, with a full audit trail of changes.

Numbers worth watching

Every one of these is a dashboard widget in FSM Flow, or a question you can ask the AI assistant.

  • Recurring monthly revenue (RMR)

    The valuation metric for the industry; FSM Flow totals monitoring and service-contract invoices per month and per account.

    SDM 100 ranks companies on RMR

  • Revenue mix: install vs monitoring vs service

    Shows whether the business is a project shop or a recurring-revenue operation; reported by job type and contract.

    Top-100 integrators: 56% installation, 19% monitoring (SDM, 2026)

  • Response time against contract

    Time from call received to technician on site, compared with the priority the contract promises, per customer and site.

  • First-time fix rate

    Driven by device history and van stock; repeat visits are tagged as a separate job type so the number is honest.

    Median 75% across service organisations (Aquant, 2025)

  • Project phase billed on time

    Phases marked complete that have been invoiced, so progress billing does not lag the install.

  • Install base on current firmware

    Share of devices on supported firmware and licences in date; the refresh pipeline for sales.

FAQ

Still have questions? Talk to our team or start a free trial and see for yourself.

What is security integrator software?
Security integrator software is field service management software for companies that install and maintain intrusion alarm, video surveillance, access control, intercom, AV and low-voltage systems. It manages installation projects, service calls, preventive maintenance, monitoring and service contracts, and the device-level install base at each customer site. FSM Flow adds AI scheduling by certification, an AI assistant and a workflow builder to those core tools.
How does FSM Flow track RMR and monitoring contracts?
Each site can carry a monitoring or service contract with its monthly fee, entitlements and response priority. Schedule-triggered workflows raise the invoices on the same day each month, bulk invoicing covers national accounts, and the dashboard totals recurring revenue by month, account and contract type.
Can it manage installation projects and service calls together?
Yes. Projects run as multi-phase jobs with crews, subcontractors, documents and progress billing; service calls run as prioritised work orders. Both sit on the same drag-and-drop scheduler and link to the same site and device records, so the service department inherits everything the install crew recorded.
Does it handle subcontractors and multi-site rollouts?
Yes. Subcontracted cabling or regional installs are tracked as work orders linked to the project, with the subcontractor’s test results and photos attached. Roles and permissions let you give a subcontractor a limited login. Multi-site rollouts use the customer → site hierarchy, so a 40-branch programme reports per branch and per account.
Does FSM Flow connect to central-station monitoring or video platforms?
FSM Flow does not receive alarm signals or video; it is the operations platform around them. Monitoring account numbers, communicator details and signal test results are recorded on the site, and workflow webhooks can exchange data with other systems. Route optimisation is coming soon.
Does the mobile app work in a server room or basement without signal?
Yes. The FSM Flow mobile app is offline-first: technicians can open the site, read the device list, complete checklists, take photos and record parts without connectivity. Everything syncs when the device is back online, and the app translates into 14+ languages.
How much does FSM Flow cost for a security integrator?
The Professional plan is $29 per user per month with a minimum of five users, and includes scheduling, projects and work orders, quotes and invoicing, inventory, customer and site management, reporting and the mobile app. Enterprise pricing is custom. Every account starts with a 14-day free trial of Professional, no credit card required, and teams of up to 3 users can stay on the Free plan at no cost.

Keep exploring

Ready to run your integration business on FSM Flow?

Start your 14-day free trial today. No credit card required. Or book a demo and we’ll walk through your projects, service desk and RMR billing together.

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