For any field business to thrive, there must be effective communication between the managers, technicians and customers. Without this accountability and other features, accurate invoicing might be very difficult. Companies that rely on paperwork often have difficulty reviewing the reports and ensuring they are accurate before processing them. However., using field service management software, this process has made it easy for companies to identify inefficiencies, forecast service demand and improve the customer experience. For example, those in the HVAC business can use HVAC service management software to get accurate information regarding service jobs and customer satisfaction. This article will outline a complete guide to field service reporting.
Understanding Field Service Report
The field service report is the summary the field service technician gives regarding the work they have carried out on the service appointment. This information will include the date and time of the visit, the customer’s address and name, any part of the equipment used, and a service description. All this report can be quickly taken using the field service management software that will give real-time data.
Types of Field Service Reports
The field service management software has incredible features that allow the field technician, customers and managers to work with real-time data. This software lets your company monitor and track data across multiple departments, giving them insights, especially during critical decision-making. Some of the most valuable reports include the following.
- Technician Performance
The field service management software allows the company to collect incredible information on the technicians’ performance. This report will include the time the technician traveled to the job site, the time they used to repair and complete the service and the first-time fix rate. In addition to this, you can be able to determine if the technician is meeting the Service Level Agreement (SLA) or not. You can vet and identify the best-performing technicians using the field service management software. You can also direct some on the areas they need to improve.
- Technician Report
This is also known as the job completion report, which entails the project or customer data. Further, it indicates if any follow-up’s needed, parts used, and the sign-off from the customer and the technician. These reports can be completed directly from the technician’s phone through their FSM app.
- Technician Utilization
The utilization report is part of the intelligent scheduling and summarizes the technicians’ capacity. You will know the percentage the technicians have utilized over the week, which is crucial in the payment and the distribution of work. This report can also be essential in helping you to map service demand and technical capacity. You can also get insight into the gaps in services that need to be filled and what strategy to use to ensure customer satisfaction.
Reports are crucial to business and should not be taken lightly. This way, they can get insights into the used equipment and the technician’s performance. In case a follow-up is needed, it will be indicated on the technicians’ report and is crucial to ensure customer satisfaction.