Best Practices: Installation to Service Hand-Off

Best Practices: Installation to Service Hand-Off

After Installation is complete, it’s time to transition the project to the Service team. Much like the project hand-off from Sales to Operations, having comprehensive and accurate information is critical to ensuring the receiving team can perform their duties effectively and efficiently.

With this in mind, it’s important to define what information is required for the Service team to be successful. Consider their daily duties and operating procedures when making these decisions.

Some common examples include:

  • Diagnose and resolve problems remotely

  • Locate and work with specific devices onsite

Based on these typical actions, we recommend generating a list of the information you require before a project is transitioned to the Service team.

Here are some suggestions:


Information

Benefit

Install Status and Operational Status

As part of project close-out, it’s important to make sure that all devices have an Install Status of ‘Installed’ and an Operational Status of ‘Operational’ before transitioning the project to Service.

Installer and Install Date

All devices should have an Installer and Install Date.

Part Number and Manufacturer

When the Service team knows exactly what equipment was installed, they are better prepared to remotely help with issues and ensure they have the right parts when making a service call.

Installation Images

Photos of completed installation work are tremendously valuable. They provide a large amount of information and even help to locate a specific device. As an example, photos of a switch or panel allows the Service team to determine remaining capacity without having to go onsite.

Camera Coverages Areas

Documenting camera coverage area settings at the end of installation allows Service to more effectively verify cameras during preventative maintenance and service calls.

Connections and Cable Pathways

At minimum, it’s important to establish which Hub devices are connected, such as cameras and card readers. Providing more detailed cable pathways after installation is very helpful.

IP Address, MAC Address and Serial Number

Complete these fields for each applicable device. Consider uploading a photo of the information label on the box to record MAC Address and Serial Number.

Labor and Device Warranty Dates

It’s critical that the Service team understand which devices are still under warranty.



    • Related Articles

    • Best Practices: For Installation Technicians

      SiteOwl Mobile enables your Technicians to be more efficient and effective in the field by providing them with the information they need to do the job right the first time and eliminating the need to contact the office. Just as important, the way in ...

    • Best Practices: Devices and Tasks

      When using SiteOwl, you’ll find that there are various fields available for each Device and Task included in a Project or Live Site. While many of these fields are self-explanatory, we’ve found there are some fields which can be used in different ...

    • Best Practices: Service Ticket Workflow

      There are numerous ways to configure your Service Ticket workflow. Consider what’s right for your organization and your accounts. Below is a guide to the decisions you'll want to consider at each point in a Ticket’s lifecycle. Ticket Stage ...

    • Wise Guide: Installation Technician Onboarding

      As you integrate SiteOwl across your organization, this guide will take you through the process of bringing your Installation Technicians onboard. You’ll begin by selecting and preparing an initial Project, then training your Technicians to use ...

    • Progress Report for Installation Projects

      For an overview of all available Project Reports, go to: Overview of All Reports for Projects Access the Progress Report from either the Information link or the Progress link in the Project Card: The report is displayed on the Project's Progress tab: ...