The intervention report to the customer: what belongs in it and where they find it again

Why the report matters to the customer

For the customer, the intervention report is the proof that something happened, and what. They need it to understand an invoice, to forward it to whoever pays for the work, and to know later what changed on their installation. A report that arrives late, is illegible or contains internal remarks costs you trust, and usually a phone call.

What belongs in an intervention report for the customer?

A good report is short, readable for someone who is not a technician, and complete on the points that matter:

1. Where and what: the site, the installation (make, type, serial number) and the date.
2. The problem found, in understandable words.
3. The work carried out and the solution. What was done, what was replaced?
4. What still needs to happen: a second visit, a part on order, advice.
5. The customer’s signature, or the reason why there is none.

What does not belong in it: internal notes for colleagues, remarks about the customer, and anything that only concerns the office. So keep internal notes and comments for the customer in separate fields from the start. What a technician puts on the work order is explained in what goes on a work order.

How the report reaches the customer

There are three ways, and each has its place:

• By email, straight after the intervention. The fastest, and the customer has it before the technician has even left.
• Handed over or by post. For customers without email, or who want it on paper.
• In a customer portal. The customer finds all their reports and invoices whenever they need them, without having to call the office for “that report from last year”.

What matters is that you know afterwards what the customer received, and when. If a report is corrected, the customer must get the new version, not keep the old one.

How it works in Digitalnatie Service Suite

The report. The customer’s report shows the problem found, the work carried out, the solution and the signature. Internal notes and prices are not on it; the office can preview the report as the customer will receive it.

Sending. The technician sends the report on site, or the office does it from the intervention: Service Suite sends the PDF to the customer by email, from your company’s email address. If that address is not connected yet, you download the report and deliver it yourself. A report you delivered yourself, by your own email, by post or by hand, you mark as delivered. Signed reports that have not gone out yet can also be sent in one go, up to 25 per send.

A correction. If a report needs correcting, the office does it with a reason, and a new version is created. No email goes out automatically then; a notification reminds you that the customer still has the old version, so that you send the report again.

The customer portal. A contact you invite sees their company’s file with you: scheduled and completed interventions, reports, invoices and credit notes, installations and sites. They download reports and invoices as PDFs. They do not see other customers, internal notes or costs. From the portal they can also report a problem, with photos; an intervention is created from it. Only your organisation’s administrator gives access, and your company’s email address must be connected for that. Online payment is not possible in the portal.

More about the customer file, where reports, installations and invoices are kept together.

Frequently asked questions

What is on the customer’s intervention report?

The problem found, the work carried out, the solution and the customer’s signature. Internal notes and prices are not on it.

How does the customer get their report?

By email with the PDF, sent by the technician or by the office, provided that your company’s email address is connected. You can also deliver it yourself and mark it as delivered. If the customer has access to the customer portal, they will also find the report there.

What does the customer see in the customer portal?

Their own company’s file: interventions, reports, invoices and credit notes, installations and sites. No other customers, no internal notes, no costs.

Can I still correct a report that has been sent?

Yes. The office corrects it with a required reason and a new version is created. You then send the report again, so that the customer has the right version.

Can a customer report a problem through the portal?

Yes. They choose the installation, describe the problem, indicate the urgency and can add photos. The report arrives at the office and becomes an intervention.