In organizations that operate on a service basis, important information is usually generated at the field-site visitation, meeting a client, inspection, or service call. However, too often that information never reaches the office correctly and promptly. The notes are lost, details are forgotten, and paperwork remains in the trucks till the end of the day, or it is not entered at all. These loopholes slow down the operations, miscommunication emerges, and trust among clients is compromised. In-field reporting is the solution to this issue because it will record the data in the field and distribute it to teams in real time. In-field reporting is a sure way to connect field action and office action when it is backed by a well-planned sales pipeline management CRM.
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5 Steps to Implement Effective In-Field Reporting
Replace Paper Processes with a Field Service Reporting Tool
Eliminating paper-based workflows is the most substantial step to take to begin effective reporting on-site. Paper notes and printed forms are prone to being discarded and cannot be brought to uniformity. With a field service reporting tool, all field team members can capture photographs, record job comments, and sign off on signatures using a handheld device anywhere they are working at the time of the job being performed.
Digital reporting means that all data is captured on the spot, while it is still fresh, thereby diminishing any chance of misinformation being reported in the report. Field service reporting allows the report to be immediately available for office teams upon submission of the report. The transition to digital reports increases report accuracy, standardizes report generation across all teams, and ensures that all important field data does not become lost when it is transported from the job site to the office.
Standardize What Gets Reported in the Field
Data loss is frequently not stemming from a lack of reporting tools; rather, data loss often results from undefined reporting expectations. In the field, proper reporting practices require an understanding of what data are envisioned to be captured by a worker upon each visit. Reporting expectations include such items as the current status of work being performed, what materials were used, feedback from the customer regarding satisfaction, discrepancies noted, or requests for follow-up items.
Structured electronic forms will create a standardized digital format across the organization for all reporting purposes. The benefit of having a standardized digital form provides consistency of information for office staff, thus enabling office staff to act quickly and without needing clarification.
Enable Real-Time Sync Between Field and Office Teams
When there is a lag time between an employee submitting a report and it being updated on the company’s database, there will be less information available for employees to base their decisions on regarding client support, follow-up meetings, or resolving client issues. That’s why the ability to receive live reports from employees working in the field is crucial. This will ensure accurate responses to client requests, faster invoicing, and coordinated subsequent business actions without requiring employees to wait until they receive an email notifying them about the reports.
Live reporting also facilitates increased collaboration among office employees, as everyone can access the same up-to-date information. By eliminating delays in the reporting process, organizations can build greater trust with various other business units involved in the organization, thereby improving overall operational performance.
Make Reporting Simple Enough to Use in Real-World Conditions
Long data entry sessions generally do not occur in ideal working conditions, which means any reporting tool must be easy and fast to use to reflect the actual working environment. Complicated interfaces with too many mandatory fields can result in both missing data and skipped report steps.
Simplified designs with a focus on ease of reporting are essential to successful in-field reporting, including clear layouts, minimal required inputs, use of drop-down options, and support for mobile devices. As a result, as reporting becomes easier and more intuitive, the likelihood of fields completing a report accurately increases, particularly when the reporting process fits easily into their workflow rather than disrupting it.
Use Field Data to Improve Operations, Not Just Store It
Utilizing field data is only effective if those insights are leveraged appropriately. Infield reports should be applied directly to driving operational insight so an organization can make improvements to service quality, effective scheduling, and overall client management. Over time, as more reports are generated, patterns appear within the data due to consistent, repeated issues, increased demand for specific services, and operational inefficiencies within the routing and allocation of resources.
Additionally, reviewing the field report regularly provides the manager(s) with opportunities to determine employee training requirements, improve processes for current employees, and foster more effective planning for future projects. Proactively using field data to reinforce its value to the organization creates a drive for continuous improvement through shared accountability for reporting by creating a sense of expectation for all personnel that those who submit reports will impact decision-making.
End Point
Reporting as a Service (RaaS) is intended to eliminate the guesswork related to reporting, which creates an untrustworthy relationship between field and office employees. It is a way for organizations to have consistent reporting processes throughout the entire company. The main objective of RaaS is to provide employees with an accurate view of their sales pipeline and allow them to report field conditions on a daily basis to achieve greater alignment between field and office teams. It is also intended as a foundation for developing effective sales pipeline management tools that enable organizations to maintain accurate internal records and improve customer service.
