Field service management glossary
Glossary of field service management, job scheduling, invoicing, and customer management terms used in Ormi.
A
Add-on work
Additional services or repairs discovered during a scheduled job that require customer approval and separate invoicing.
Appointment scheduling
The process of assigning specific times and dates for field service technicians to visit customer locations and complete jobs.
Automated invoicing
The automatic generation of invoices from completed jobs, reducing manual data entry and speeding up payment collection.
B
Backlog
A list of jobs that are scheduled but not yet started, or jobs that need to be rescheduled due to delays or cancellations.
Before/after photos
Documentation photos taken by technicians showing the condition before and after service work is completed, used for records and invoicing.
Billing cycle
The time period between invoice generation and payment collection, typically measured in days from job completion to payment receipt.
C
Call-back
A return visit to a customer location to complete work that couldn't be finished on the initial visit, or to address issues with previous work.
Customer history
A complete record of all past jobs, invoices, payments, notes, and communication for a customer, helping technicians provide better service.
Customer portal
An online platform where customers can view their service history, upcoming appointments, invoices, and make payments.
Completion rate
The percentage of scheduled jobs that are completed successfully on the first visit, without requiring call-backs or follow-up work.
D
Dispatch board
A visual interface showing all scheduled jobs, technician assignments, job statuses, and locations in real-time for efficient scheduling and coordination.
Dispatch time
The amount of time spent by dispatchers scheduling jobs, assigning technicians, and coordinating daily operations.
Digital signature
An electronic signature collected on-site from customers to confirm work completion, approve additional services, or authorize payments.
Drive time
The time technicians spend traveling between job sites, which should be minimized through efficient route planning and scheduling.
E
Estimate
A preliminary quote provided to customers before work begins, detailing expected costs for labor, materials, and services.
Emergency service
Urgent field service work that requires immediate attention, such as HVAC failures, plumbing leaks, or electrical issues.
Equipment history
A record of all service work, repairs, and maintenance performed on specific equipment or systems at a customer location.
F
Field service management
The process of coordinating and managing service work performed at customer locations, including scheduling, dispatch, and job completion.
First-time completion rate
The percentage of jobs completed successfully on the first visit without requiring call-backs or return visits.
Follow-up job
Additional work scheduled after an initial service visit, such as parts installation, warranty work, or completing multi-day projects.
G
GPS navigation
Turn-by-turn directions integrated into mobile apps to help technicians navigate to job sites efficiently.
Group scheduling
The practice of scheduling multiple jobs in the same geographic area on the same day to reduce drive time and increase efficiency.
I
Invoice generation
The process of creating professional invoices from completed jobs, including job details, pricing, and payment options.
Invoice processing time
The time between job completion and invoice delivery to the customer, which impacts payment collection speed.
Integrated payment processing
Payment collection that works seamlessly with job management, allowing on-site or online payments with automatic reconciliation.
J
Job board
A centralized view of all jobs showing status, assignments, locations, and schedules, used by dispatchers and technicians.
Job completion rate
The percentage of scheduled jobs that are successfully completed, indicating operational efficiency and customer satisfaction.
Job status
The current state of a job, such as scheduled, in progress, completed, or needs follow-up, tracked in real-time.
Job template
A pre-configured job type with standard pricing, materials, and procedures, used to quickly create similar jobs.
M
Maintenance contract
A recurring service agreement where customers pay for scheduled maintenance visits, such as HVAC tune-ups or plumbing inspections.
Mobile app
A smartphone application that gives field technicians access to schedules, job details, customer information, and job status updates.
Multi-location customer
A customer with multiple service addresses, requiring coordination across different locations for scheduling and service history.
O
On-site payment
Payment collection at the job site using mobile card readers or payment links, allowing immediate payment after work completion.
On-time arrival rate
The percentage of jobs where technicians arrive within the scheduled time window, indicating scheduling accuracy and efficiency.
Offline mode
The ability of mobile apps to function without internet connection, syncing data when connection is restored.
P
Payment collection
The process of receiving payment from customers, which can happen on-site, online, or through traditional invoicing methods.
Payment processing
The technical handling of credit card and bank transfer payments, typically integrated with payment processors like Stripe.
Per-job fee
A pricing model where businesses pay a small fee for each completed job rather than monthly subscription fees per user.
Photo documentation
The practice of taking photos during service work to document conditions, completed work, and support invoicing.
R
Recurring services
Automated scheduling of regular maintenance, inspections, or service visits based on customer contracts or service agreements.
Route optimization
The process of organizing job schedules to minimize drive time by grouping jobs by geographic location.
Real-time updates
Instant synchronization of job status, notes, and information across all devices and team members.
S
Service history
A complete record of all work performed for a customer, including dates, services provided, parts used, and technician notes.
Service contract
An agreement for ongoing maintenance or service work, typically with scheduled visits and automatic job creation.
Status update
Real-time changes to job status made by technicians in the field, visible immediately to office staff and dispatchers.
T
Technician efficiency
A metric measuring how effectively technicians complete jobs, often calculated as jobs completed per day or revenue per technician.
Team coordination
The process of keeping office staff and field technicians aligned through shared information, real-time updates, and communication tools.
Time to dispatch
The amount of time between receiving a service request and assigning it to a technician, indicating dispatch efficiency.
W
Work order
A document or digital record containing all details needed to complete a service job, including customer information, work to be performed, and special instructions.
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