Why Manual Paper Work Order Systems Fail
The Way It Has Always Been Done:
Paper work orders have served their purpose since the dawn of service businesses. Basic components of a paper work order include a customer’s name, address, phone numbers, and a description of the problem or service to be performed. The paper work order is then placed in some sort of filing system until it is scheduled or given to a service technician.
Once the technician has completed the work, the paper work order is filled out and turned back into the office. Usually, the work order is then reviewed and turned in to accounting for invoicing. Once the work order has been invoiced and any payments applied, it is attached to the invoice and filed away (among years of filing cabinets). An invoice or statement is then generated and mailed to the customer.
This is a good system, but it has several flaws:
Too many points of contact. The paper work order touches the person who took the call, the dispatcher and scheduler, the service technician, then back to the dispatcher, and finally the accounting or billing department. This results in too many points of contact, too much opportunity to lose the work order, and too many opportunities for error.
Double and triple entry of the same information. The work order is first written on a work order form, then if you are using some sort of computerized system the information is entered, next it is given to a field technician usually by a phone call. The field technician is then rewriting the information on his service ticket.
Once the work is completed, the field technician is writing down what work was done and any parts used. The work order is then turned back into the office, where it is most likely being re-entered into some sort of computer record, and finally the work order is turned over to accounting. The accounting or billing department then has to re-enter all of the information, look up part numbers, contact the service technician regarding any discrepancies, until finally the work order comes to rest in the filing cabinet.
Where is the location of the job? Most businesses have two ways of handling this. Some service companies will let the office person look up the address and give the directions to the service technician. While other service companies will let the service technician look up the address on a map to find out where the job is located. This results in too much time wasted either by the office person, usually the dispatcher, or by the field technician. Some companies will even print out a map on a separate piece of paper and give it to the service technician.
No readily accessible customer history. which means someone has to physically dig through the filing cabinet.
No backup of information. What if the field technician forgets to turn in the work order?
Paper, paper, and more paper. How many filing cabinets, or boxes, of information do you have?
Handwriting. Believe it or not, reading someone else’s handwriting can be a daunting task.
Work Order Software Is The Best Solution
By placing all of the information in a centralized system, you can avoid several of the problems that came with paper work order systems. This also comes with the added benefit of improving the flow of job orders to your business and giving you more time to focus on making money. Dispatched is the best solution for those looking to organize their workflow. Contact us today to learn more about how DeFNiC Software can help you!