Your records
Records that show the request, the work and the outcome.
The examples below come from the kinds of systems established businesses already run. You do not need to export anything to find out if yours fit. Start by describing what you keep.
What makes a record useful
The first fix that did not work is part of the value.
A finished invoice shows what was billed. The full job history shows how an experienced technician reasoned through a problem, including the wrong turns. That reasoning is hard to find anywhere else.
Customer names, addresses and staff names are removed before licensing. The work itself stays.
JOB 48213 Commercial HVAC Rooftop unit Customer: [customer removed] Site: [address removed] REQUEST Unit blowing warm air, store at 81F. VISIT 1 Tech [name]: low amp draw on condenser fan. Replaced run capacitor. Cooling restored. RECALL Day 9. Same symptom. VISIT 2 Capacitor fine. Fan motor bearing seized under heat. Replaced motor. Monitored 40 min. OUTCOME No further calls in 90 days.
Field services and building trades
Service and repair histories
A customer reports a problem, a technician works out the cause, and the job notes record what was tried, what fixed it and whether the customer called back.
- Where it usually lives
- Field-service and dispatch software, technician mobile apps, invoicing
- What to mention on the first call
- Which software you dispatch from, roughly how many jobs a year, and how far back the notes go.
One example, start to finish
- 1
Request
Customer calls about a rooftop unit blowing warm air.
- 2
Diagnosis
Technician notes readings, suspects a failed capacitor and records photos.
- 3
Work
Part replaced, system tested, appointment summary and work order completed.
- 4
Outcome
Invoice posted. Either no recall, or a recall job linked back to the original with a second diagnosis.
Distribution
Order exceptions and how they were resolved
Most orders ship without a hitch. The interesting ones are where something went wrong and a person had to decide what to do about it.
- Where it usually lives
- ERP sales orders, customer service notes, returns and credit memos
- What to mention on the first call
- Which ERP you run, whether order notes and emails are kept with the order, and how many years are on file.
One example, start to finish
- 1
Request
Contractor orders 40 units of a fitting that is out of stock. Back order or substitute?
- 2
Decision
Inside sales offers a substitute and records why it is compatible.
- 3
Work
Customer approves by email. Order is changed and ships the next day.
- 4
Outcome
Delivered and accepted, or returned under a return authorization and closed with a credit memo.
Logistics
Shipment and billing exceptions
Freight files tie the shipping documents to the invoice. When the two disagree, the dispute notes show how the team worked out who was right.
- Where it usually lives
- Transportation management, freight audit, accounts payable and receivable
- What to mention on the first call
- Which TMS or audit tool you use, your rough shipment volume, and whether dispute notes are retained.
One example, start to finish
- 1
Request
Carrier invoice is matched to the shipment cost and an accessorial line fails the tolerance check.
- 2
Investigation
Billing team compares the bill of lading, the reweigh and the accessorial charges.
- 3
Work
Dispute filed with the carrier, with notes on each exchange.
- 4
Outcome
Manual adjustment approved and an adjustment voucher issued, or the charge upheld with the reason recorded.
Construction
Project questions, changes and decisions
On a construction project the drawings say what was planned. The RFIs, change orders and approvals show what changed and why.
- Where it usually lives
- Project management software, document control, scheduling and job costing
- What to mention on the first call
- Which project management platform you use, how many closed projects are on it, and whether RFIs and change orders are kept.
One example, start to finish
- 1
Request
Site superintendent submits an RFI about a conflict between the drawings and field conditions.
- 2
Decision
Architect responds and the change order is priced.
- 3
Work
Owner approves, the schedule is revised and the work is completed.
- 4
Outcome
Closeout documents and final cost against the original estimate.
Before you call
Three things worth knowing about your own history
- Which system holds it, and whether older records were moved over when you changed software.
- Roughly how many jobs, orders, shipments or projects a year, and how many years are on file.
- Whether notes, emails or photos are attached to each record, or kept somewhere else.
These examples are illustrations. Whether specific records fit is decided by assessment, not by sector.
Describe what you keep. We will tell you if it is worth a closer look.
A few sentences about your business and your systems is enough to start.
Start with a short description of your business and the records you hold. No files or logins needed.