The client provides professional services such as carpentry, plumbing, painting and gardening, to take care of the maintenance activities at the resorts in the retirement community. Skilled field-workers are assigned to carry out the tasks across the community. The client’s existing system was a desktop based work-order management app, which is integrated with Microsoft Dynamics AX, to track, assign and manage work orders.
Field-workers receive manually prepared sheets describing the scope of work to be completed. Upon completion of every task, the sheet needs to be submitted to the helpdesk in order to close the assigned ticket and update the system. Usually, the resolution time to complete the work-order workflow ranges from 2 to 3 days.
Managing the work orders using their current desktop app was a drawback for the client. They were unable to establish real-time communication between the helpdesk and the field-force. Also, there was no visibility on workforce productivity, resulting in limitations while tracking and validating labour hours. Thereby, the client was looking for a solution that would streamline their work-order management process, enable real-time tracking of the service requests and increase productivity of field-workers.