Intervention records: definition, software, and templates

As a professional, you're aware of the critical role intervention records play in ensuring the smooth operation of your daily activities. Whether it's for maintenance, monitoring, or optimizing your performance, these documents are central to the efficient management of your interventions.

In this article, we delve into the heart of intervention records. You'll discover how transitioning to digital can not only simplify but also enhance every aspect of your field interventions. From defining what intervention records are and their objectives to exploring the range of options available, from traditional paper versions to innovative digital solutions, this article condenses the essential information you need to know. We will also discuss the importance of selecting the right software to digitize your processes, highlighting different solutions that we have carefully compared for you. Get ready to learn how to modernize your operational management and boost your productivity.

What is an intervention record or service ticket?

Intervention records are used across a wide range of sectors, such as maintenance, logistics, and services (plumbing, electricity, etc.). These reports, also referred to as “service reports,” “service tickets,” or “intervention summaries,” are designed to meticulously record every aspect of the missions. They encompass all relevant information, from the initial customer request specification to the details of the execution – including, but not limited to, encountered anomalies, resources used, and the duration of the intervention.

A key feature of these documents is the option for the customer to sign them, thereby acknowledging the work performed and agreeing with the description of the operations conducted. This validation is especially necessary within various third-party departments responsible, for example, for issuing invoices, as the signature officially certifies the encounter between your technicians and your clients and validates the execution of the service.

Why use a service ticket?

For your field teams:

• Organization: Service tickets provide all the information related to the task at hand, including customer details, contact information, location, date, as well as a history of your previous interventions for a comprehensive overview and effective tracking.
• Service management: They allow for an accurate recording of hours worked, thereby facilitating time management and planning.
• Seamless communication: These documents act as a bridge between your intervention teams and your clients to maintain a record throughout the intervention.
• Validation: The client's signature serves as an acknowledgment of the work completed.

For your business:

• Rigorous tracking: They serve as an essential record of your completed interventions, allowing for continuous and detailed monitoring of all operations.
• Transparent communication: The details of each intervention are clearly communicated, promoting absolute transparency for your client.
• Legal protection: In case of disagreement or dispute, these documents provide verifiable proof of the service provided.
• Business management: They facilitate the creation of commercial documents such as invoices and quotes, in addition to aiding in the estimation of future work.
• Resource optimization: Calculating your team's working hours becomes simpler and more accurate.
• Expertise and recommendations: They highlight your company's expertise by offering maintenance or usage advice and anticipating maintenance needs.
• Building trust: These documents play a key role in establishing a trustful relationship with the client.

For your client:

How to draft a service ticket?

Intervention records play a pivotal role at several key stages of the service process, from preparation to post-intervention follow-up. Here's how they fit into your workflow:

Before the Intervention:

Your planning manager or activity coordinator uses the record to compile all the necessary information for the intervention team. This includes:

• Site identification: Clarity on the exact location of the intervention to prevent any confusion.
• Client contact details: To facilitate direct communication if needed.
• Access instructions: Details like door codes or specific access requirements to ensure smooth entry.
• Timing: The exact date and time of the appointment, vital for adhering to the schedule.
• Task description: The nature of the intervention and any specific constraints to consider.
• Required equipment: List of tools and spare parts needed.
• Equipment targeting: Precise identification of the equipment involved on-site.
• Supplementary documents: Such as site plans and technical diagrams for an effective intervention.
• Client history: Overview of previous interventions for complete context.

During the intervention:

• Activities conducted: Details of the work carried out and time spent.
• Observations: Any anomalies encountered or recommendations for the future.
• Parts used: Listing of parts used during the intervention. The document, once signed by the client, certifies the completion and approval of the work.
• Adoption of signature: For validation of the interventions.
• Pricing details: Mention of provisional costs for better transparency.

After the Intervention:

The completed report is sent to the service provider for processing. This includes:

• Billing: The accounting department uses the ticket to issue invoices.

• HR management: Calculation of compensation based on intervention time.

• Customer feedback: Any feedback to improve the relationship and service.

• Archiving: Filing for future needs or legal requirements. 

Different types of intervention records

Paper service tickets:

PDF intervention records for download

A straightforward digital solution involves using intervention record templates available online, ready to be downloaded and printed. This option provides a free alternative to physical notebooks, although it requires manual printing for each use.

Excel intervention reports

Excel allows for the creation of customized intervention records with advanced features like automatic calculations and numbering. Ideal if you're looking for a digital solution without the additional cost of specialized software, provided you have the necessary skills to fully exploit Excel's capabilities.

Digital service tickets

Digital intervention reports are becoming increasingly common. Thanks to a web or mobile app, they enable you to fill out your intervention records at your client's location in real-time. These applications reduce the risk of data entry errors, allow for the integration of photos, the electronic signature of the client, and the instant sending of the completed report to the company's database. This method significantly cuts down on processing and billing times and enhances the overall efficiency of operations. Perfect if your company is looking to modernize its intervention management, this solution also offers improved traceability, better communication between your teams, and increased customer satisfaction.

Each type of intervention record has unique features suited to different operational needs and contexts. The choice among these options will depend on several factors such as the size of your company, the preference for digital versus paper solutions, the computer literacy of your users, and the budget allocated for managing your interventions.

Comparative Table: Paper vs. Digital Intervention Records

The different steps to digitalize your intervention records

To digitalize your intervention reports, thereby transforming the management of your field operations into a more efficient and transparent process, here is a structured approach in several key steps. This method aims to simplify the report writing for technicians, improve the traceability of your interventions, and optimize the quality of your customer service.

1. Facilitate the drafting of intervention reports for your technicians and field team

• Pre-set the intervention record:

• Use advanced management applications where the form dynamically unfolds based on the technician's responses. This makes the process adaptive and avoids unnecessary fields.

• Get to the essentials:

• Customize the form fields to specifically reflect the needs of your industry, showing only the relevant information for the type of intervention performed.

• Minimize manual entry:

• Favor dropdown menus and checkboxes to reduce the need for textual entry, reserving it for specific details that require more in-depth explanations.

2. Improve the traceability of your interventions

• Adopt a mobile solution:
  
  • Provide your technicians with mobile tools that record each step of the intervention, from the initial client request to the final validation in the field. This ensures complete and reliable documentation of each action taken.

3. Optimize the quality of your customer service

• Analyze performance:
  
  • By closely monitoring hours worked and time spent on each intervention, you gain a better understanding of the efforts required for different types of service. This allows you to adjust your quotes more precisely according to field realities.
• Digitalize the signature and receipt of documents:
  
  • Digital signature and instant sending of your reports and invoices by email strengthen the trust of your customers and demonstrate your professionalism.

All of the above steps can be efficiently performed using Plugnotes. Our platform offers a flexible and powerful solution to digitalize your intervention records, simplifying report writing for technicians, improving the traceability of your interventions, and optimizing the quality of your customer service.

By adopting these steps to digitalize your intervention reports, you're not just transforming how information is collected and shared; you're also creating a foundation for continuous improvement. The digital approach facilitates more reactive and informed management of operations, strengthens client relationships through transparency, and positions your company as reliable and well-known in its sector.

Discover how Plugnotes can transform your intervention management by participating in our free introductory session.

Which software to choose?

With a multitude of options available, it's essential to select a solution that aligns with your specific needs. Whether it's for planning, real-time tracking, billing, or internal communication, the right software can transform how you manage field interventions. To assist you, we have compared several leading software options on the market, each distinguished by their respective features.

Organilog is an intervention management software that allows planning, billing, and tracking interventions with a web and mobile application, optimizing internal communication and customer experience.

Kizeo Forms digitizes field interventions and documents with customizable digital forms, improving productivity and real-time information collection.

Bob Desk is a CMMS solution that facilitates maintenance with simplified intervention management, preventive maintenance, and reports, accessible on various devices.

Twimm provides complete maintenance and service call management with scheduling features, GPS tracking, and activity reports for various sectors.

Ermeo is a platform for connected operators, allowing the digitalization of operational processes and improving efficiency with customized mobile apps.

Synchroteam offers intervention and field service management with planning, tracking, and reporting tools, aimed at improving the efficiency of mobile teams.

TimeTonic is a NoCode platform for centralizing information, creating collaborative applications, and automating workflows, thus improving efficiency and productivity.

Plugnotes radically simplifies the collection and organization of intervention data. This solution stands out from others by allowing the creation of custom digital forms specifically tailored to the unique needs of your business, without requiring technical skills or complex development. Whether you are online or offline, Plugnotes ensures that your field teams, from their mobile devices, can easily fill, send, and manage intervention records, thus enabling precise and real-time tracking of each action.

This article aims to highlight the importance of intervention records in the effective management of your field operations. Key points to remember include the importance of digitalization to increase your efficiency, the need to adopt solutions tailored to your specific needs, and the significant impact these changes can have on the overall performance of your business. With the information and advice provided, you are now better equipped to take the step towards a more modern and efficient intervention management.