How to Optimize Service Reports?

1. Is it really useful to create service sheets?

Before diving into the details of “how to create service reports,” let’s take a moment to consider if creating service sheets would truly be useful for your business. It would be a shame to do all this for nothing if it doesn’t concern you 😉
For this, we will make a small inventory of practical advantages, business advantages, and concerned sectors.

Practical Advantages

Here is a non-exhaustive list of good reasons to use a work order for the intervention team:

➡️ Customization based on field needs,
➡️ Much simpler after-sales service management,
➡️ Instant alert and notification capabilities,
➡️ Mobile technicians can access sheets,
➡️ Simplified contractor and subcontractor management,
➡️ Simpler and faster maintenance operations,
➡️ Simplified mobility with sheet information,
➡️ Optimized preventive/curative installation and maintenance

Business Advantages

Beyond the fact that simplified work for technicians is a primary concern for maintenance managers or, more generally, for the company, other specific business advantages enrich this long list:

➡️ Technical team performance,
➡️ Precise data recorded,
➡️ Ability to track intervention times,
➡️ Accurate stock management,
➡️ More informed maintenance manager,
➡️ Simplified follow-up between field and managers
➡️ Management tool accessible to all,
➡️ Optimal management solution for maintenance service

Sectors Concerned

Of course, there are no sector restrictions; some sectors are simply more concerned than others, depending on the configuration and desired objectives:

check circle icon All types of technical companies performing installations / maintenance / management of sites or equipment for their clients. This allows for more detailed and precise information for clients, with simpler long-term tracking for technicians, leading to a happier client/technical service relationship!
e.g.: maintenance, works, plumbing, electricity, IT, cleaning, after-sales service, machine installation, construction site, building and public works, refrigeration technician, sensitive site maintenance, air conditioning, heating, pool technician, etc.
check circle icon Also concerned are companies with an internal maintenance department comprising several maintenance managers and technicians, needing to manage multiple sites or a substantial list of equipment. This allows for better long-term tracking and improved communication between different departments.
e.g.: retail chains, commercial spaces, gyms, amusement parks, office real estate, tertiary sector, property management, logistics sites, educational institutions, public authorities, stadiums, franchisees, etc.

2. How to Write a Maintenance Work Order?

So, we are convinced by the use of these work orders (as if you really needed convincing 😉)… Good, let’s now get to the heart of the matter: their drafting. To optimize service reports, the first key point is the data they contain. In summary, they must include client information and mission-related information to simplify the work of the intervention team.

The following should almost systematically appear on the work order:

• The location: the exact intervention site, this is the most important information as it allows the technician to go on-site and also helps to optimally define routes
• Client contact details: the technician may need the name and some contact information on-site, such as their phone number or building
• Access to the intervention site: building entrance, access code, basement access, name to ask for at reception, etc., to optimize routes and avoid wasting time
• Date and time of intervention: the work order must indicate at least the time chosen by the client, and if possible, the estimated duration
• Description of the intervention: reason for the intervention (preventive, curative, safety, etc.), with precise details of specific constraints, details of the location or equipment concerned, and urgency
• Necessary equipment and small supplies: required equipment (specific key, ladder, etc.), spare parts (specifying the quantity taken), etc.,
• Additional documents attached: site plan, equipment data, diagrams, tutorials, QR code, client notes, photos, etc.
• Client / location or equipment history: previous service reports and actions already carried out
• Data specific to your team and company: the above data are those that can be found regardless of the company drafting them. Depending on the teams, you may have specific information to add, codes, abbreviations, etc., do not forget them.

After the intervention, you also have additional data to add for a complete follow-up and report:

• The report: detailed description of actions performed – reasons if different from the planned action
• Photos: if the intervention lends itself to it and if it provides additional information
• Parts used: note the parts actually used during the intervention
• Recommendations: if follow-up is recommended, detail the timeframe, necessary parts, and additional intervention to be carried out
• Attached invoice: a copy to have a complete record

3. What Type of Service Report for Your Maintenance Department and Technical Company?

Knowing what to put in the report is the first step in the process. The second step will be to define what type of service report is necessary for your company and, more specifically, your team.

First of all, it is important to distinguish between two types of activities:
➡️ that of a technical company, such as electricity, plumbing, electronics, general maintenance, etc.
In this case, service reports are mainly used for intervention tracking and client management. The number of clients with different locations can be very high, with very different issues. Having service reports will serve as a liaison with clients, a historical record, and also as communication between the field team and/or the head office team.
➡️ that of an internal maintenance department, integrated within a company. The particularity of the tool in this case is rather to be able to track installations and locations, communicate between teams, and collect data necessary for decision-making such as replacing a machine, redoing a roof, etc.

Therefore, when choosing the type of service report, it is absolutely essential to base it on this data; the design and clarity will be extremely important if you need to send it to a client, for example. And for the internal company, certain types of sensitive data can be recorded there because they remain within the company.
The number of people on the team can also be a factor to consider, because if you have paper reports and they pass from hand to hand, there is a risk that they will be damaged or lost. For a team of two, this might be considered.

4. Templates, Examples, and Choices

For more precision on each model, here are the main advantages and disadvantages for each type of service report:

Paper Service Report

Advantages:
Service report easily accessible for all those who are not comfortable with IT tools, who do not have suitable tools, such as smartphones, or for very small structures.

Disadvantages:

• possible difficulties in re-reading the work order,
• additional full entry of the invoice separately,
• if you have a report book, it must constantly circulate among technicians to be filled out as interventions occur, which leads to additional organizational difficulty and a risk of oversight,
• limited space to write the report and notes, no possibility of easily adding photos, QR codes, or geolocation
• archiving and searching for old reports is very tedious and takes up space
• the cost of purchasing notebooks is a significant budget,
• and if you choose to print paper reports, given the number needed, it is not very ecological,
• furthermore, the cost of paper and the printer is a significant expense for the company,
• and if, for better organization, service reports must be manually re-entered, this can be repetitive,

In short, the risk of error is very high for this method; it may be convenient temporarily or for a small structure with few interventions.

Excel / Word / PDF Service Report

Advantages:

It’s free, excluding printing (paper and ink)

• free, if you don’t count printing and license costs,
• software presence on all computers,
• readability of entered information,
• the ability to create formulas to automatically complete cells and generate invoices.

Disadvantages:

• possible difficulties in re-reading the technician’s notes,
• sending a copy to the client,
• the complete invoice entry to be done,
• limited space for notes,
• archiving and searching for old work orders (unless digitized)
• post-intervention entry into the spreadsheet (high margin of error and delays),
• the non-collaborative dimension (the spreadsheet must be shared between the technician and the planner, who should ideally be able to access certain cells but be denied access to others),
• the need for training in the case of advanced use of Excel features,
• collecting signatures on a separate medium or retrospectively,
• exporting to PDF format then archiving.

Digital, Paperless Service Report

Advantages:

No more paper and the losses that come with it! No more oversights or errors in off-site transcription with Excel!
Information is reliable, legible, complete, exploitable, and easily accessible at headquarters or on-site, with real-time updates.

The ability to configure the tool according to the needs of one’s activity and team is a real game-changer, adapted to internal processes with, for example, pre-filled fields to facilitate data entry for employees, or the ability to optimize field technicians’ routes thanks to location and agenda features.

In short:
✅ 30% time saved on intervention management
✅ End of double entry, lost documents
✅ Collaborative tool for better communication between head office and field teams
✅ Reporting, invoicing, and payroll are simplified, no more disputes
✅ Customer loyalty with a modern and transparent tool

Disadvantages:

Most CMMS tools are paid, but the gains in time, productivity, and reliability largely compensate for the investment.

⭐️ Good to know: some intervention management solutions offer free but limited versions in terms of users and features.

5. Bob! Desk Digital Service Report

Bob! Desk service reports were designed for and by technicians! Featuring:

✅ pre-filled fields
✅ on-site signing of work orders
✅ real-time updates of reports and notes
✅ photo or document attachments
✅ integrated calendar for more flexibility,
✅ client files accessible in one click
✅ and automatically reprogrammable maintenance,

Bob! Desk is the solution for a productive team and ever more satisfied clients!

Discover all the features specially designed for you, the technical company CMMS!

Scalable solution, 100% accessible online, Bob! Desk CMMS is a simple and modern SaaS solution for curative and preventive maintenance management for your clients, buildings, and equipment. It efficiently processes intervention requests, automates maintenance, manages technicians, and tracks tickets.

Directly accessible without installation, the tool is user-centric, with an intuitive platform and continuous updates to adapt to client needs. Whether you have 2 or 850 clients, Bob! Desk provides an exhaustive view of all curative and preventive interventions, regardless of the sector.

Bob! Desk collects, organizes, automates, and simplifies all your actions. You save time, improve quality, and make savings!

– Key feature: Different dedicated interfaces: technician, service providers, client, accounting, but also a public interface for faster entry by employees or contacts who do not need an account.
– Weakness: If you’re not looking to simplify your daily life by being more efficient, this isn’t for you 🙂

6. Optimization of Service Reports, Summary

Using service reports will allow you to optimize the tracking of preventive or curative maintenance for your clients, and thus offer better customer service.
It will also provide your field teams with optimal organization and better communication with head office teams.
Finally, for the accounting department, invoicing and dispute tracking will be much easier thanks to comments and signatures.

To move to the next level, we recommend CMMS adapted for technical companies, where communication and updates of service reports are done in real-time, with direct editing and client signatures on the application, eliminating loss or delays! Plus, your teams no longer have to work after hours to update data, and the tool is super simple to use, making everyone comfortable with the interface. You have indefinite access to client intervention history, including photos, notes, and technical documents.

In short, your clients and your teams will thank you for it!