Digital work orders: what should be on them?

A work order is the record of a job: who was there, what was done and what was used. Unlike an invoice, there is no general list of required details for a work order. Even so, it pays to set it up properly, because the work order is usually the basis for your invoice, your stock and your next appointment with the customer. In this article you'll read what should be on it, what makes it extra useful and how to switch from paper to digital.

What it needs as a minimum

• Customer details and job address
• Date, the engineer or team member and, where relevant, the item (make, model, registration or serial number)
• The fault or instruction, and what was done
• Time worked and any mileage
• Parts and materials used
• Any special arrangements, such as a fixed price
• Payment method: on the spot, payment link or on account

From work order to invoice

An invoice does have to meet fixed requirements, such as a unique invoice number, the date of the work, a description of what you supplied, the VAT rate and the VAT amount. If that's already correct on the work order, the invoice is just a matter of checking and sending.

Pay particular attention to the description of the work. Some work on homes carries 9% VAT, for example painting, plastering, wallpapering and insulating homes that are more than 2 years old; much other work on homes carries 21%. On a bigger job you split that on the quote and the invoice. A work order that shows per part what was done makes that split a lot easier. Not sure which rate applies to your work? Ask your accountant.

What makes it even more useful

• Before-and-after photos. Handy when questions come up later, and as proof of the condition you found things in.
• Findings for next time, such as a part that will soon need replacing.
• A follow-up job if there's still something to do, so it doesn't get forgotten.
• Customer approval for extra work, with a signature or a confirmation on the phone.
• A tick box for a review request, so the customer automatically gets asked for a review afterwards.

Recording extra work properly

If it turns out during the job that more needs doing than agreed, record it on the work order straight away: what's needed, why, and roughly what it costs. Get the customer's approval before you start. That avoids discussion when the invoice arrives, and the customer knows where they stand.

How long do you keep work orders?

According to the Dutch Tax and Customs Administration, you generally keep invoices and the rest of your records for seven years, and ten years where real estate is involved. Keeping them digitally is allowed, as long as your records stay complete and verifiable. Because a work order supports your invoice, it's sensible to keep it as long as that invoice. That way you can always show where an amount came from.

Why go digital

A paper work order has to be retyped in the evening, gets lost or can't be read. A digital one can be read at the office right away, becomes the basis for the invoice straight away, and parts used are deducted from stock immediately. You also see at a glance which jobs are finished and which are still waiting for a part.

How to make the switch

• Decide which fields must always be filled in, and make them required.
• Start with one team member and a few jobs, and ask what feels awkward.
• Make sure the work order can be used on the phone even without good signal.
• Agree who at the office checks the work orders before the invoice goes out.

How it works with Corvo Apex

In the engineer app that comes with Office, the engineer closes the work order on their phone, with photos, materials and a signature where needed. The invoice is then ready for your approval. See it in the dashboard demo.