Customizing

Customizing refers to the individual adaptation of standard software to the specific needs and processes of a company. In connection with Innosoft FSM software, customizing means that the solution is configured and expanded to fit your service process perfectly. This can affect various levels:

• Software configuration: Making settings within the application, e.g., defining order types, specifying mandatory fields, adjusting number ranges, or setting workflows. Many of these adjustments can be made by an administrator without programming (e.g., via the options menu or admin interface).
• Customizing masks and fields: If certain data needs to be captured that is not provided in the standard version, additional evaluable fields (user fields) can often be created. For example, a field for special machine information or an internal cost center code could be added. Innosoft FSM allows for extensive customization so that important information is not “lost” in free text or notes.
• Business logic/extensions: In some cases, customization also refers to the implementation of small scripting solutions or form adjustments. For example, a specific report or print output could be adapted to the corporate identity, or rules could be stored (e.g., automatic email notification to customers when a service call is completed).
• Integration and interfaces: The setup of interfaces to other systems (ERP, CRM, spare parts system) is also part of customizing. Here, data mappings are carried out and, if necessary, converters or additional programs are set up to ensure smooth data transfer.
• Interface customization: If desired, the look and feel of the software can be partially customized (e.g., logo, language, terminology). For example, the term “ticket” could be renamed “service case” in the system to match the company’s internal language.

The advantage of customization is that the company does not have to develop completely individual software code (with all the risks and costs that entails), but instead uses the robust standard functions and only makes adjustments where necessary. This ensures that the system remains updateable and at the same time fits perfectly. Innosoft supports customization with configuration documentation and best practice recommendations.

As a rule, a lot of customization takes place initially during the implementation phase; processes are analyzed and mapped in the system. Later, when requirements change, further customization can be carried out. A practical example: a service company wants special statistics on the first-time fix rate. If standard reporting does not offer this directly, customization could be used to introduce an additional data field “Problem solved on first use (yes/no)” and then generate a report from this.

Overall, customization ensures that the FSM software does not remain a rigid construct, but “grows” with the company and supports its unique selling points.