Field service: mobile app and dispatch portal for B2B maintenance

Opaque field status and phone chains

Technicians documented via messenger, SMS or paper. The control centre could not see reliable job progress; escalations surfaced too late.

Dispatchers called repeatedly because photos, materials and times never arrived centrally. Customers waited for updates although work was already done.

We needed visibility in the field—not another WhatsApp group per region.

ERP and field teams without a shared language

ERP knew orders and invoices but not live locations or media on tickets. Conversely, material postings and completion times from the field were missing in ERP.

Dispatchers switched between ERP screens, phone and messenger to reconstruct job status—error-prone at high daily volume.

Target state: one ticket, one status, offline-capable

Leadership and dispatch wanted near-real-time status, mandatory documentation and ERP back-sync without media breaks—even in dead zones on industrial sites and rural routes.

Technicians should work without training marathons; dispatch needed skills, priorities and capacity in one portal.

Emergency jobs and maintenance contracts should share one priority logic—visible to control centre and field teams.

Executive reporting should come from the same system as operational field status—without Excel consolidation.

Technicians should capture materials and time once—without double entry in ERP at end of day.

Mobile architecture and central job logic

The app guides tickets with required fields, photos and time capture; data is stored locally in dead zones and synced safely later. Dispatchers manage priorities and skills in the web portal.

Built along our web and mobile development service; examples in the app development blog category.

Phase 1: app rollout and offline buffer

Pilot regions received the Flutter app first with local SQLite buffer and conflict rules for concurrent edits. Signatures and photos attach to the job in an audit-safe way.

Onboarding used short workshops; required fields prevent empty completions.

Offline queue was tested under real dead zones on industrial sites.

Pilot regions validated sync conflict rules before nationwide rollout.

Phase 2: ERP connectivity and monitoring

ERP connectivity uses versioned REST and webhooks; monitoring surfaces integration issues before customers notice.

OpenAPI docs and a sandbox ease follow-on changes by internal IT.

A job is truly done when status is in the system—not when someone calls the control centre.

Faster response, fewer callbacks

The control centre sees near-real-time status instead of guesses; rework from missing photos or dimensions decreased. Escalations surface earlier because required fields block incomplete closes.

Materials and time flow into ERP without double entry.

Average callbacks per completed ticket dropped in the first rollout region versus the prior period.

Customer satisfaction improved because completion status and photos appeared promptly in the portal.

Measurable effects after rollout

Internal metrics show shorter response times on emergencies and fewer callbacks per completed ticket.

Dispatch plans capacity from reliable actual data instead of phone callbacks.

ERP sync errors surface via monitoring before finance starts manual corrections.

Engineering and architecture were delivered by Groenewold IT Solutions in Leer (East Frisia)—Made in Germany with phased regional rollout.