Replaced generic field-service software with a product built for circuits and CPE.
Off-the-shelf field-service tools treat an install like any other job. Globacomm needed circuit IDs, CPE serials, engineer diaries, and a desk that can tell a new install from a fault on the same day.
Before
- Salesforce
Treated every visit as the same job. Circuit IDs and CPE serials lived in comment fields, so the desk could not tell an install from a fault.
- WordPress
Ran the public site. The desk, the diary, and the circuit record lived somewhere else.
After
Installs and faults now run in one product. Circuit IDs, CPE serials, and engineer diaries sit in the same place, so the desk can tell them apart without hopping tools.
Built around circuits and CPE
The generic tools treated every visit as the same job. The product holds circuit IDs and CPE serials as first-class records, not notes stuffed in a comment field.
Install and fault on the same day
The desk has to tell a new install from a fault without opening three screens. Dispatch and history sit together so that call is obvious.
Diaries the engineer can actually keep
Engineer diaries live on the same record as the circuit, so what happened on site is what the desk sees.
One operations product
Installs and faults, desk and field, in one system instead of a CRM stretched across a trade it was never built for.
How we did it
- We sat with the desk and walked the day: new installs, faults, and the fields they actually write down.
- We built the product around circuits and CPE, not a generic job card.
- We put it in real hands and kept the diary, the serials, and the dispatch in one place.
