Case study 02
Field Service CRM
Enquiry-to-invoice for a service business with technicians in the field, replacing a WhatsApp group and a shared spreadsheet.
- Sector
- Home services
- Year
- 2025
- Service
- CRM
Pipeline · dispatch · technician app
The problem
Enquiries arrived across three phone numbers and a website form, were copied into a spreadsheet when someone remembered, and got assigned to technicians in a WhatsApp group. Nobody could say how many jobs were open, which technician was free, or why a customer from ten days ago had never been called back.
What we built
A single pipeline with stage-gated required fields and an owner on every record. Overdue follow-ups escalate to the manager's board rather than sitting silently on a rep's list. Technicians get a mobile view of their assigned jobs that works offline in basements and stairwells, with photo capture on completion feeding straight into the invoice.
Under the hood
- leads
- stages
- assignments
- jobs
- job_photos
- invoices
- technicians
- activity_log
- POST /leads/intake
- PATCH /leads/:id/stage
- GET /jobs/mine
- POST /jobs/:id/complete
- stage_required_fields
- auto_assign_by_area
- overdue_escalation_24h
- margin_floor_check
Other engagements