Dusk FSM Customer Success is focused on helping field service, project, and operations teams get lasting value from the platform. From onboarding and configuration through to training, adoption, and ongoing improvement, our team works with you to translate your processes into a reliable field service management system.
Customer Success at Dusk FSM is a structured program that combines guided onboarding, ongoing advisory support, and self-service resources. It is provided as a paid service and is scoped as part of your selected Dusk FSM plan and contract.
We start by understanding your industry, operational constraints, and existing tools. Customer Success helps map your jobs, projects, teams, assets, and compliance requirements into Dusk FSM so the platform reflects how your business actually runs.
Working alongside our onboarding specialists, your environment is configured for jobs, scheduling, forms, notifications, users, permissions, and data imports. This includes support for staff records, customers, templates, forms, and asset lists where required. You can read more about the onboarding process on our Field Service Management Onboarding page.
Once your environment is configured, Customer Success focuses on adoption. We provide guidance on workflow design, scheduling approaches, field processes, and reporting so that your teams can use Dusk FSM confidently across field operations, projects, time tracking, and integrations.
Customer Success conducts regular check-ins to review usage trends, discuss new requirements, and highlight new platform capabilities. This ensures Dusk FSM continues to support your growth, new use cases, and future optimisation initiatives.
All customers have access to a full set of self-service resources, regardless of plan. These tools provide on-demand help for administrators, dispatchers, and field users.
Our Knowledge Base includes product guides, setup instructions, troubleshooting articles, and workflow examples for Dusk FSM. You can start with the Customer Success Overview article to understand the program in more detail.
The Dusk FSM AI Assistant is available inside every Dusk FSM instance. It helps users find features, complete tasks, locate configuration options, and understand how to perform common workflows directly in the application.
The Dusk Mobile YouTube channel provides feature overviews, workflow walkthroughs, and short training clips that can be used for both onboarding and refresher training. You can access the full library here: Dusk Mobile YouTube Channel.
For additional help, customers can access the Dusk FSM Help Assistant and the central Help & Support page, which brings together support options and key resources.
The Customer Success function helps ensure your organisation realises long-term value from Dusk FSM across field operations, projects, time and attendance, and integrations.
Customer Success works in partnership with your internal leads to ensure that field staff, coordinators, and leadership teams are aligned on how Dusk FSM is used day to day.
Paid Support is available as an add-on for customers who need defined SLAs and structured incident response. Support can be packaged alongside Customer Success or scoped separately as part of your contract.
Support requests are handled according to impact and urgency, with categories such as critical incidents, high-priority issues, and standard requests. Escalation follows a clear path:
Customer Success is designed to support you from first login through to scaled adoption across teams and regions. Whether you are just starting with Dusk FSM or expanding into new use cases, our team is here to help you build a reliable, efficient field service operation.
To discuss Customer Success, onboarding options, and plan levels, visit our Plans page or explore our Onboarding services.
Customer Success is a structured program that guides you through onboarding, adoption, workflow optimisation, and long-term platform use. The team helps you configure Dusk FSM effectively and improve how your field, project, and operations teams work in the platform.
Customer Success is provided as a paid service aligned with your Dusk FSM plan and contract. All customers, including those on the free Launch plan, have access to self-service resources such as the Knowledge Base, AI Assistant, and video tutorials.
All customers receive access to the Knowledge Base, in-platform AI Assistant, help articles, and public training resources. These tools cover setup steps, workflows, feature guides, and troubleshooting for administrators and field teams.
Onboarding configures your environment and gets you live. Customer Success continues from there, helping you improve adoption, adjust workflows, review usage, and expand into new teams or processes. More details are available on our Onboarding page.
Customers with paid Support can use email and our Jira Service Management for tickets. All customers maintain access to the Knowledge Base and AI Assistant at all times.
You can review plan levels on the Dusk FSM Plans page. For detailed Customer Success scope and pricing, contact our team to tailor the program to your operational needs.
Discover how Dusk FSM helps teams onboard smoothly, improve adoption, and gain long-term value from their field service management platform through guided support and best-practice workflows.
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