One of the most common problems that manufacturing companies face is the one of not being able to manage communication with their dealers and service centers. To overcome this problem, all the work carried out by technicians must be properly specified on an intervention report.
What is an intervention report?
The intervention report is a document that is filled out by service technicians when they need to carry out maintenance or warranty interventions at a customer’s premises.
This document should report exactly the set of operations that were carried out, the materials used, labour time and any other relevant information.
From the company’s point of view, this report is very important to determine the hours worked by a technician and on which serial numbers spare parts have been replaced with the aim to estimate which products have experienced more faults and damages and which spare parts have been mostly used.
Paper or web-based report?
Technical reports can be in various formats and templates, certainly the most widely used still today is the paper format. However, it has several limitations, as it will later have to be reported on electronic format, thus making it time-consuming, wasteful and error-prone.
In addition, the paper report does not improve communication between dealers and service centers, as the information is only available for the manufacturing company, which receives the report of the intervention carried out by the technician. In this way dealers can’t have access to the history of interventions made on the serial numbers sold and thus understand whether it is appropriate to make strategies to speed up the sales process and reduce the chance of having issues when the product has just been sold.
For this reason, Components Engine has created Components Engine Claims, its new online portal for manging maintenance and warranty claims, which connects manufacturer, dealer, and service centers, enabling cost reduction and real improvement in after-sales service quality.
The maintenance technician, after performing a service or warranty intervention, by logging in with his username and password to his dedicated area of Components Engine Claims, can fill in the Intervention report.
The report contains several sections, which can be fully configured according to the needs of the manufacturing company: the Client Database, with pre-filled company and serial number data; the Intervention Detail, where you can upload the report of the problem encountered with the related photos, documents and videos; and the Labour Time section, with the data needed to calculate the expense refund to the technician. In addition, Components Engine Claims can be linked to the online spare parts catalog, so you can add the parts replaced under warranty for a given serial number.
In this way, all interventions will be archived per customer and/or serial number in order to create a constantly updated interventions history.
The Intervention Report is essential for processing statistics that enable the company to keep track of the performance of its products, having a real-time report on faults and replaced parts while streamlining production, significantly reducing costs.
Components Engine Claims can also be connected with the company’s information systems to share interventions information with all business departments. To get more details on how the link between Components Engine Claims and company’s information systems works, click here and read the article dedicated to Components Engine Connectors!