The Challenge
A national contractor with 80 field operatives was running a paper-to-scan-to-email process for job capture. Operatives completed paper job sheets, photographed them, emailed them to a central inbox, and an admin team of three rekeyed the information into the ERP. The delay between job completion and back-office recording was 24–72 hours. Errors were frequent, disputes were common, and the admin cost was significant.
The business also had no intelligent scheduling — a dispatcher was manually assigning jobs based on a whiteboard and a spreadsheet, with no view of travel time, operative skill matching, or real-time capacity.
The Approach
- 01
Deployed a mobile-first job capture application integrated directly with the ERP — operatives complete digital job sheets on-site, with signatures, photos, and GPS stamps
- 02
Built an intelligent scheduling layer using the operative's location, skill profile, and availability — reducing dispatcher time by 60% and travel time by 22%
- 03
Automated client reporting — job completion notifications, SLA status, and monthly performance packs generated directly from the job data
- 04
Integrated WhatsApp for operative communication and job updates, replacing a fragmented mix of phone calls and personal message threads
- 05
Trained the operations team and ran a 4-week hypercare period to embed the new process
“The ops team stopped firefighting and started managing. That's the shift we needed.”