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Logistics & Field Services

900 technicians, no more paper

A field services business running work orders on printed sheets because every previous app had failed the moment technicians went into a basement or a rural site.

18 weeks to national rollout · North America
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Before and after

BeforeAfter
First-time fix rate64% → 86%
Job close latency (hrs)27 → 1
Adoption12% → 99%
Admin rework per week (hrs)180 → 22

+22 pts

First-time fix rate

1.1s

Cold start on mid-range Android

4.8

Internal app store rating

0

Paper work orders remaining

The challenge

What they were dealing with

Two prior mobile projects had been abandoned. Both were connectivity-dependent, both had been designed from the desktop system outward, and both were quietly replaced by the paper process within a quarter of launch.

National field services groupNorth America18 weeks to national rollout

Services involved

What we did

  1. 01

    Two weeks riding along with technicians before writing a line of code — the failure mode was obvious within three days

  2. 02

    Designed offline-first from the start: local persistence, conflict-aware sync and queued actions

  3. 03

    Cut scope aggressively, removing eleven desktop features that had no place on a phone in a crawlspace

  4. 04

    Tested on the actual three-year-old mid-range Android devices the field team carried, not on new hardware

  5. 05

    Rolled out region by region with technicians from the pilot group running the training

The outcome

99.4% daily active use at 12 months

Measured against the pre-engagement baseline and re-verified at the 90-day review.

  • +22 pts — First-time fix rate
  • 1.1s — Cold start on mid-range Android
  • 4.8 — Internal app store rating
  • 0 — Paper work orders remaining
The previous two apps were built for head office. This one was built for the van.
VP of Field OperationsNational field services group

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Keep exploring

Start the conversation

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What to expect

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  • Senior engineers in the room
  • A written plan within five days

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