Field services
Connecting field operations and finance to address margin leakage
Dispatch, finance, procurement, and customer service each ran on separate tools. Growth meant hiring coordinators, not fixing the handoffs.
The hidden leak
On paper, operations worked. Calls got answered, invoices went out, techs got dispatched.
Underneath, every step needed a person to move data between systems. The only lever for growth was headcount.
The diagnosis
Dispatch called it scheduling gaps. Finance called it reconciliation delays. Same root cause: nothing handed off automatically.
There was no shared rule for what should run on its own vs. what needed a human, so everything waited on someone.
The architecture
An orchestration layer tying field service, CRM, email, and legacy ERP into one flow.
Clear rules ran automatically. Judgment calls got a human checkpoint. Legacy ERP access went through audited UI automation instead of manual keying.
How it rolled out
Sixty-day phases: core routing first, then ERP bridge, then customer-facing automation.
Each phase went live while the next was scoped. No single risky cutover.
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