Tips for a good service report
Complete service documentation is important because it forms the basis for further cooperation with the customer. For this reason, service professionals should set high standards for the quality of their reports.
Good service documentation is characterized by the following features, among others:
- Clear structure: A service report should contain the most important information and still be structured. In this way, a complete picture of the service work is created. It also ensures that other employees can easily find the information relevant to them.
- Detailed problem description: One of the tasks of aftersales and service is to increase customer satisfaction. To do this, it is important to understand the customer's problems in detail. Technicians contribute to this by describing customer problems in their report as detailed as possible.
- Complete documentation: All work performed and materials used should be fully documented. This gives the customer a complete picture of the service.
- Absolute transparency: The report should answer all the questions mentioned above correctly and completely. Difficulties encountered during the assignment should be included, as should transparent information about the costs incurred. This is the only way to ensure trusting cooperation with the customer.
- Diverse visualizations: Photos, drawings or diagrams help to further record the work performed and give the customer a better understanding of the added value and quality of the service.
- Helpful recommendations: A good report contains recommendations that will improve future service work and maintenance and extend the life of the component or machine.
Digital service report: benefits for technicians and companies
Another tip for better service reports is to create them digitally. A digital service report saves technicians a lot of time. If the content of the report is not on paper or as a PDF, but in an app or in the browser, this also makes work easier for colleagues in accounting, aftersales & service and field service management. They can evaluate digital reports more easily and use them for billing, quoting for additional services, or service optimization. Errors and ambiguities that often occur with handwritten reports happen much less frequently.
In order to create service reports digitally, appropriate software is required. Many service organizations use field service management software for this purpose. This allows a digital form of the report to be created on a PC or mobile device and sent quickly. This leaves more time for technicians to prepare for the next appointment.
If the field management software is additionally combined with the central service information system Quanos SIS.one aftersales & service teams benefit from even more advantages: It provides them with a central platform for service documentation and spare parts information. With this powerful tool, technicians can conveniently identify spare parts needed during their service call and order them seamlessly and without wasting time directly from the service report.