Field-service platform

A field-service app for dispatch, technicians and documentation

Project description

For a mid-sized company in Thuringia we designed and built a field-service platform that brings dispatch, scheduling, routing, job data and maintenance reports into one shared workspace. Before the project, day-to-day operations depended heavily on experience, phone calls and manual follow-up: who is available, who has the right qualification, which job is urgent and which photos are still missing from the report?

The result is a web app for dispatchers and service teams that covers the full path from job intake to report approval. The platform shows the day, the week, technicians, urgent work, routes, customer information, asset history and report drafts in one coherent structure instead of spreading the process across calendars, chat, paper reports and file storage.

Target state

The business goal was to reduce manual coordination and shorten the path from field work to billable service. The company did not only need a digital calendar; they needed better planning, more complete proof documentation and faster report approval.

The user goal was a system that connects office and field. Dispatchers need a clear view of technicians, open slots, conflicts and urgent jobs. Technicians need clear job data, material notes, asset history, routing information and documentation that can be created while work is happening.

Challenges

The largest challenge was planning logic. An urgent job is not just a new calendar entry. It affects routes, travel times, customer appointments, material demand and the order of multiple visits. The system had to make skills, regions, free slots and conflicts visible together.

Reporting was equally important. Maintenance reports must be complete and reliable, but technicians should not be slowed down by rigid forms on site. The app needed mandatory checks, time tracking, photos, material notes, signatures and draft states that continue to work when the connection is weak.

Implementation

We built the application around the real service workflow. The daily cockpit shows open jobs, live tours, recent events and critical items. Weekly planning shows technicians, trades, appointments, conflicts and free windows before they turn into phone chains.

The core product model is the job. A job connects customer, site, asset, technician, time window, material, status, route, comments and report. This gives later product stages such as a mobile technician app, customer portal or invoicing workflow a stable foundation.

Outcome

The platform digitizes the operating core of a service company: create a job, schedule it, check the route, work on site, document the report, prepare approval and invoice the work. Dispatch can see earlier where the day is stable and where intervention is needed. Technicians receive more context and spend less time reconstructing documentation afterwards.

The technical foundation can grow into mobile apps, customer portals, invoicing, DATEV exports, push notifications and service contracts without replacing the core model.

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