Improving Field Service Workflows with Custom Forms: Best Practices + Checklist

When it comes to field service management, every minute and data counts. Real-time data access helps in improving customer satisfaction. If you are running a field service business, you would know the struggle to manage data, ensure technician productivity, and keep customers happy. It translates to lost time, inaccurate information, and ultimately frustrated customers.

That’s where custom forms come into the picture. It standardized data collection, simplifies the form-filling process, integrates seamlessly with any FSM software and improves customer satisfaction.

In this article, we’ve curated all about custom forms and how to adopt them for your business.

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Benefits of Customizing Forms

Forms are the backbone of field service. They capture vital data – work order details, equipment status, customer signatures – that fuels your entire operation. However, generic forms with no proper information create bottlenecks and inaccuracies.
For instance, what if your technician is filling out irrelevant sections on a work order or scrambling to find the correct inspection checklist? Not ideal, right? It leads to a lot of time waste. It is where customization shines. Customizing forms gives you a treasure trove of benefits:

    • Simplify Your Operations

Streamlining operations in your field service business is essential for enhancing service delivery, and custom forms play a crucial role in this process. By using custom forms, you can

      • Standardize the data collection.
      • Eliminate unnecessary fields and pre-populate relevant data based on previous work orders or customer information.
      • Focus on fixing problems and keeping customers happy.
      • Complete the job faster as they lead to quicker data capture, enabling technicians to move on to the next task without delay.
      • Get happy customers due to quicker service.
    • Collect Accurate Data

Inaccurate data due to illegible handwriting, missing information, and inconsistent formatting can hinder your field service operations. As it leads to misinformed decisions, operational delays, and increased costs. Custom forms combat this data mismatch by:

      • Using clear language and concise instructions that ensure technicians understand what information is needed
      • Replacing free-text fields with pre-defined options, eliminating the risk of typos
      • Capturing visual evidence of equipment condition, completed repairs, or customer signatures directly on the form

Collect Accurate Data

    • Improve Productivity

Technicians are the backbone of your field service operation, and their time is best spent on solving customer problems, not wrestling with cumbersome forms.

By designing forms that are easy to complete and tailored to specific tasks, you can significantly reduce the time technicians spend on administrative duties, allowing them to focus more on their core responsibilities. The productivity of a company increases with custom forms as 46% believe they are more productive with technology. With custom forms, you can,

      • Minimize the data entry time.
      • Collect data quickly during the job, eliminating the need for post-service paperwork.
      • Transfer data instantly, facilitating faster decision-making and improved resource allocation.
      • Streamline workflows by automating routine tasks.
    • Be Compliant and Manage Records

Field service operates within a complex web of regulations. Proper documentation is critical for audits and ensuring compliance with industry standards. Here’s where custom forms shine:

    • Tailor custom forms to meet specific rules, such as safety checklists or privacy requirements.
    • Ensure all relevant information is documented for future reference with consistent data capture.
    • Having a centralized repository of accurate, well-organized data streamlines the audit process.

Step-by-Step Guide to Customizing Forms

Having said the benefits of custom forms, let’s look at a roadmap to creating custom forms that empower your team:

Guide to Customizing Forms
    • Planning and Purpose

Before diving in, define the form’s objective. Is it a work order, a maintenance checklist, or an inspection report?
You can do this by engaging with field technicians, managers, and other stakeholders to gather insights on the crucial information for your operations.
Then, list all the data points that need to be captured, such as job details, materials used, time spent, and compliance checks. It helps to define the goals for your custom forms, whether improving data accuracy, speeding up data entry, or ensuring compliance.

    • Choose the Right Tool

Selecting the appropriate tools and software is critical for creating and managing custom forms. The right platform should offer flexibility, ease of use, and integration capabilities with your existing systems. While selecting the tool consider the following:

      • Easy customization form-building software like Google Forms, JotForm, or dedicated FSM software like Field Promax
      • Integration with your field service management system, CRM, and other essential tools
      • Intuitive interface that makes it easy for your team to design, deploy, and manage forms
    • Design the Form Layout

A well-designed layout is crucial for usability. It means the form should be logically organized, with related fields grouped together and a natural flow from one section to the next. Hence, design the form with these things in mind:

      • Organize fields into sections based on their relevance. For example, group customer information, job details, and materials used separately.
      • Provide clear instructions for each section or field to guide users on what information is required and how to complete the form.
      • Use headings, subheadings, and bullet points to create a visual hierarchy that makes the form easy to navigate.
      • Consider a single-page design for mobile viewing.
    • Configure Essential Fields and Sections

Custom forms should include all necessary fields and sections to capture the required data accurately and efficiently. You can get this done by,

      • Using different field types such as text boxes, dropdown menus, checkboxes, and date pickers to capture various data types
      • Marking essential fields as mandatory to ensure no critical information is missed
      • Implementing conditional logic to show or hide fields based on previous answers, making the form more dynamic and user-friendly
    • Branding Matters

Incorporating your company’s branding elements into custom forms enhances professionalism and trust. Get your branding done by,

      • Adding your company logo at the top of the form
      • Using your brand’s color scheme throughout the form for a consistent look
      • Maintaining consistency in font styles and sizes that align with your brand guidelines
    • Mobile First

Field technicians often rely on mobile devices for data entry, so make your custom forms mobile-friendly.
Ensure the form adapts to different screen sizes and devices, providing a seamless experience on smartphones and tablets. Use touch-friendly elements like larger buttons and easily accessible fields.
If possible, enable offline access so technicians can complete forms even without an internet connection, syncing data once they’re back online.

    • Test and Refine the Form

Before deploying your custom form, thorough testing is crucial to identify any issues or areas for improvement.
Conduct a pilot test with a small group of users to gather feedback on the form’s usability and functionality. Based on the feedback, make necessary adjustments to the form’s design, fields, and layout. Ensure the form is intuitive and easy to complete under real-world conditions.
Follow this roadmap and create custom forms that transform your field service operations for greater success and customer satisfaction.

Practical Examples For Forms

Now, let’s get specific. Here are some common field service forms you can customize:

    • Work Order Forms

Purpose: To detail the tasks, materials required, and time spent on each job.
Key Fields:

      • Customer information like name, address, contact details
      • Description of the issue, location, priority level
      • Assigned technician, start and end times, labor hours
      • List of materials or parts used, quantities, cost
      • Technician and customer signatures for confirmation
    • Maintenance Checklists

Purpose: To ensure that all necessary maintenance tasks are completed and documented.
Key Fields:

      • Equipment information like Equipment ID, model, location
      • List of tasks, checkboxes for completion, notes
      • Pass/fail criteria, observations, and action required
      • Technician name, date, signatures

download template

    • Inspection Reports

Purpose: To document the results of equipment or site inspections, ensuring compliance with safety and operational standards.
Key Fields:

      • Inspection details like date, location, inspector’s name
      • Specific items to be inspected, pass/fail criteria, notes
      • Description of any issues found, severity, recommended actions
      • Actions to be taken, responsible person, due date
      • Inspector and supervisor signatures
    • Incident Report Forms

Purpose: To document any incidents, accidents, or near misses in the field, ensuring proper reporting and follow-up.
Key Fields:

    • Incident details like date, time, location, type of incident
    • Names and contact information of those involved
    • Detailed account of what happened
    • Steps were taken immediately following the incident
    • Names and contact information of any witnesses
    • Required actions, responsible parties, deadlines
    • Reporter, supervisor, and safety officer signatures

Best Practices for Customizing Forms

Custom forms are a powerful tool in field service management, enabling technicians to collect the precise data needed for efficient operations, informed decision-making, and improved customer service.
However, poorly designed forms can lead to frustration, errors, and incomplete data. Here’s a deep dive into best practices for customizing forms in field service:

  • User-Friendly and Efficient Forms
    • Aim for a single-column layout with clear and concise questions as research shows that eliminating just one field can increase conversions by 50%.
    • Use descriptive labels and avoid jargon. Include placeholders within text fields for guidance.
    • Use drop-down menus, radio buttons, and checkboxes for frequently used choices. This minimizes typing errors and improves data consistency.
    • Make forms dynamic by showing or hiding fields based on previous selections. This reduces irrelevant information clutter and shortens completion time.
  • Ensure Accuracy
    • Identify essential data points and mark them as required. Consider using asterisks (*) for clear visual cues.
    • Implement rules to ensure data entered adheres to specific formats (e.g., email addresses, phone numbers). This minimizes errors during data analysis.
    • Provide inline validation messages to alert users of errors immediately. This allows for correction before submission, saving time and frustration.
  • Compliance with Industry Standards
    • Research and understand industry-specific regulations governing data collection in your field.
    • Design forms that capture data required for compliance purposes. This ensures adherence to regulations and protects your business from potential legal ramifications.
    • Use secure data storage solutions that meet industry compliance standards. This safeguards sensitive information and builds trust with your customers.
  • Review and Update Forms
    • Establish a regular review process for your custom forms. This could be quarterly or biannually, depending on your business needs.
    • Solicit feedback from technicians in the field. They are the primary users of these forms and can offer valuable insights for improvement.
    • Business processes and industry regulations can change over time. Update your forms to reflect these changes and ensure they continue to meet your data collection requirements.

Checklist for Customizing Forms

Custom forms when designed well, empower technicians and streamline data collection. And when they are designed poorly, they lead to frustration, errors, and incomplete data.

checklist

To ensure your custom forms are effective, follow this comprehensive checklist:

  • Clearly outline the form’s purpose and data requirements.
  • Select the right tools and software for customization.
  • Create a logical and user-friendly layout.
  • Include all necessary fields and configure them appropriately.
  • Add company branding elements.
  • Optimize forms for mobile use.
  • Conduct thorough testing and refine the form based on feedback.
  • Ensure seamless integration with your FSM system.
  • Periodically review and update forms to meet evolving needs.

Create Powerful Custom Forms with Field Promax

Custom forms are a game-changer in field service management. It enhances field service operations, improves data accuracy, streamlines workflows, and ensures compliance with industry standards.

Integrate them with Field Promax, a comprehensive Field Service Management software to streamline data collection, ensure compliance, and generate valuable insights. Schedule a free demo of Field Promax today and witness the potential of custom forms in your field service business.

Originally Published at:- FIELD PROMAX (WorkFlows with Custom Forms)

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