Field Service Management & Workforce Optimization for a leading South African office automation provider
Digitizing technician dispatch, real-time visibility, and first-time resolution to eliminate repeat callouts and boost margins.
The Challenge
The customer's national field service operation relied on manual dispatch, paper job cards and disconnected spreadsheets. Technicians frequently arrived without the right parts or skillset, repeat callouts were eroding service margins, and management had no real-time visibility of work in progress. SLA reporting to corporate clients was reconstructed after the fact, which made commercial conversations harder and slower.
The Solution
- Replaced manual dispatch with WorkWide's auto-assignment engine — jobs are routed to the right technician based on skillset, location, workload and boot stock.
- Rolled out the mobile app to every field technician, with digital job cards, photo capture and offline support for low-coverage sites.
- Connected the parts and inventory module to the existing ERP so stock movements, costings and invoicing stay reconciled.
- Stood up real-time dashboards for operations managers covering technician status, jobs in flight, roadblocks and SLA performance per client.
The Results
Significant reduction in repeat callouts thanks to first-time-fix improvements.
Service margin uplift driven by accurate costings and faster invoicing.
Live SLA visibility per client replacing month-end reconciliation.
Full digital audit trail for every job, technician and asset.
"Dispatch used to be guesswork — now every technician is scheduled, tracked and accountable, and our first-time fix rate has climbed sharply."
— Head of Service Operations, Office Automation
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