An agricultural equipment services firm — service desk & field engineer apps
- Client
- An agricultural equipment services firm
- Sector
- Field service
- System delivered
- Service desk & field engineer apps
- In service since
- January 2025
The client
An equipment services firm whose technicians maintain machinery installed across client sites. The pattern will be familiar to any contractor: assets in the field, engineers in vans, and customers ringing the office to ask what is happening.
The problem
Service requests arrived by phone and email, job status lived in people's heads and inboxes, and there was no clean record of which asset had been serviced, when, or by whom. Coordinators spent their days relaying information; compliance reporting meant reconstructing history after the fact.
What we built
A service desk with three faces. The office manages tickets, scheduling, and reporting. Clients log in to raise requests and see the live status of their own jobs, instead of ringing. Technicians carry native iPhone and Android apps that show their jobs and the location of every asset on a map, and let them close out work from the field. Underneath sits a full audit log and compliance reporting. The build ran about two months with a team of three developers and a project manager.
What changed
The system has been in daily use since January 2025, by the firm and by its customers. Job history is now a record rather than a memory, clients answer their own "where is my engineer" questions, and compliance reports are produced from the audit trail instead of assembled by hand. The clearest signal is commercial: since the initial delivery, the client has commissioned around three times the original project's value in further work on the platform.