Freddy AI for CX
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By Use Case
A field service report is a document to be filled out by field technicians involved in a service task, inspection, or site visit upon its completion. The report provides dispatchers and technicians with a summary and results of every service task.
Customer information, equipment specifications, and inspection summary, are just some of the details covered in this report. The purpose of field service reporting is to convey complete information about each work order and provide insights into the field team’s performance.
1. Customer and technician information
The first couple of sections in the report usually cover details about the customer and the engineer assigned to the work order. Customer information typically includes name, address, contact information, company information if required, and other essential details. Technician information will have similar fields and additionally a category specifying if he or she is a third party contractor or part of the in-house field team.
2. ‘Inspection report’ and ‘work to be done’
These sections are the most important in the report because they describe details about the following:
The reported issue
The inspection report including visuals
The repairs/replacements required
Actions to be done by the technician
Follow up audits, if necessary
The above fields form the crux of the field service report and give teams the most critical insights into the overall job and performance.
3. Sign off from all parties.
Finally, this section is the acknowledgment that confirms the service request was successfully completed. Usually, the customer, the technician, and the service manager have to sign off on the document to show that the task met the customer’s and the organization's expectations.
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Analyze process and workflow efficiencies:
The Field Service Report, or FSR, gives you a better understanding of how seamlessly your field operations are running, and where you might need to make improvements in terms of the processes being followed.
Generate insights into technician performance
Using SLAs and time logs combined with the field service report can help you figure out how well your technicians and field engineers are doing, what additional resources they might require, and what they need to improve upon.
Develop comprehensive documentation
Field service reports are records of all your team’s service requests completed to date and serve as references during audits, reviews, regulatory compliance checks, etc.
Educate team members and build transparency
Field service reports can help inform your team on how they are progressing, set performance benchmarks, and enable them to learn from other technician’s service delivery.
Reduce costs and improve profitability
Reports help you gain insights to improve your processes and technician productivity and can lead to faster resolutions & fewer site visits, resulting in lower costs and improved profitability.
Before computers and software, field service reports had to be done on paper, which was inconvenient and hard to manage. But now a performance and service task-related information can be captured using Field service management software. Here are a few ways Freshdesk can help your service team create custom reports.
This feature helps you track several performance parameters of each technician. Some of the metrics you can track are:
Freshdesk lets you keep one eye on the performance of your work order groups usually categorized by skill set or specialty, for e.g., plumbers, electricians, etc. You can generate similar metrics to individual technicians but calculated at service group level to help you understand their performance.
Tracking service volume trends helps you understand technician workloads and prioritize the most critical service tasks. For instance, comparing performance metrics such as ‘number of open jobs vs. resolved’, will help uncover insights into the efficiency of your field service management team. You will also be able to track all the tasks that have not been assigned to a technician, prioritize the urgent tasks and sort all your tasks based on the current status.
Manage all service tasks in place
With Freshdesk as your field service software, service tasks can be captured, managed and updated all in one place. You can view each job’s essential details, such as the problem description, status, priority, and technician assigned. Instead of clunky inboxes and switching between tabs, Freshdesk helps your service team stay organized and efficient
Schedule and assign jobs seamlessly
You no longer need multiple spreadsheets and paper-based systems to track technicians and their tasks. Freshdesk’s scheduling dashboard is a powerful feature that lets you assign service tasks with ease. It provides service managers and agents with an integrated view of every technician’s schedule. To attach a new service task to a technician, you can simply drag and drop the job from the menu into an available time slot on the technician’s calendar.
Enable technician mobility with the FSM app
Field technicians can now view, track, and update all their upcoming tasks in real-time with the field service mobile app. The app contains details about every request, including customer name, contact details, and address. They can also find the fastest way to the site location by opening the route view on Google maps from the app. It also allows engineers to capture data from the field through photos and notes to keep service agents updated about their progress.
Obtain digital sign-offs and track time spent on tasks
Once the job is complete, you can obtain the customer’s digital signature on the app as their official acknowledgment. Technicians can also track the amount of time they spent on each service task on the app. These logs can be used by the service manager to create digital timesheets and for invoicing.
Generate insights and track performance with powerful reporting and analytics
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