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Development of Internal Service Management Portal

launchpadlab.com

Business services

Operational Inefficiencies and Data Accuracy Issues

Total Service Solutions experienced significant operational challenges due to reliance on outdated and manual processes. Specifically, technicians spent excessive time on IVR interactions and manual data entry into Salesforce, leading to inaccuracies, delays in service ticket resolution, and wasted administrative effort. The lack of real-time data synchronization also hampered efficient dispatching and administration.

About the Client

Floorequipment fleet management and repair company serving a nationwide clientele, specializing in tailored service solutions.

Project Goals

Reduce technician time spent on administrative tasks.
Eliminate the need for the existing IVR process.
Enhance the quality and accuracy of service call notes.
Improve real-time data synchronization between field operations and administration.
Streamline service ticket resolution and reporting.

Functional Requirements

Work order access and management for technicians.
Customizable form questions for diverse work order types.
Photo submission capability (before/after images).
Real-time data synchronization with Salesforce.
Improved service ticket tracking and reporting.
Technician check-in/check-out functionality.

Preferred Technologies

Heroku

Salesforce

Integration with a backend database (e.g., PostgreSQL, MySQL)

Required Integrations

Salesforce API
Potential integration with existing parts inventory systems (future phase)

Non-Functional Requirements

Scalability to accommodate future growth.
High availability and reliability.
Robust security measures to protect sensitive data.
Responsive design for optimal viewing on various devices.
Performance – quick loading times for technicians in the field.

Expected Business Impact

This project is expected to significantly improve operational efficiency by reducing administrative overhead, minimizing data entry errors, and accelerating service ticket resolution. Real-time data synchronization will enhance dispatching and administrative capabilities, leading to improved customer satisfaction and reduced operational costs. The improved data quality will also enable better reporting and data-driven decision-making.