Custom software development
Digital orders and field service visible in real time.
Photonix replaced paper orders, Excel spreadsheets and a physical whiteboard with a purpose-built system.
- Cloudfianz's work
- Field service software
- Users
- Technicians and administration
- Implementation
- Three months, from assessment to production
The challenge
Information arrived after the service
At the end of a visit, the technician had the client sign a paper order. It had to return to the office for administration to enter the data in Excel. That spreadsheet also tracked which services to deduct from a contract and which to bill.
Monthly scheduling used a physical whiteboard. With information spread across these formats, checking service status meant finding the technician who had done it. The process consumed administrative time, delayed client responses and became harder to maintain as operations grew.
The technical decision
Understand the process before choosing the tool
Understand each team's work
Cloudfianz began with an audit and solution design. The aim was to understand how technicians and administration worked, what each needed to consult and how services related to contracts.
A purpose-built system for their rules
CRM customization was also evaluated. For Photonix's workflow, it required extra development and a recurring license. A purpose-built system was chosen to cover operational rules and keep infrastructure costs contained.
The solution
A system for technicians and administration
Technicians record services on the spot, and administration can check status without locating each technician by phone.
Technicians
- Check the schedule
- Record the order and signature
- Email the service record
Field service system
Contracts, equipment, cases,
services and clients
Hosted on AWSAdministration
- Check service status
- Review contracts and billing
- Share the operational calendar
The internal log stays separate from the order the client receives.
Cloudfianz built an AWS-hosted field service management system with two views: a technician portal and an administration workspace. Information is organized into contracts, equipment, cases, services and clients.
Digital orders from the service location
The technician generates the order, gets the client's signature on a tablet and can email it immediately.
Separate internal log
Operational notes are recorded without appearing in the formal record sent to the client.
Information available to administration
The team can check service status and its link to a contract or billing without waiting for the paper document to return.
Shared calendar
New scheduled services appear in a digital calendar technicians access through their portal.
From definition to daily work.
From assessment to production launch, the project took three months. Both technicians and administration adopted the system in their daily work.
The results
Record once, check immediately
The order is created digitally and signed, eliminating paper transport and later office data entry. Administration has current information to answer questions and check what to deduct from contracts and what to bill.
Shared planning and tracking
The shared calendar replaces the whiteboard, and the log preserves operational detail without exposing it in client documentation. Planning, execution and follow-up come together in one system.
Infrastructure suited to the operation
For the deployed configuration, the reported monthly AWS infrastructure cost is under USD 10. This amount covers the infrastructure of that configuration and varies with usage.
Next steps
A foundation for further operational improvements
Three months after launch, Photonix and Cloudfianz began evaluating new features, including transcription of technicians' voice notes and spare-parts inventory tied to equipment. Both are proposed for a later phase.
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