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ServiceShield Preservation is a property maintenance and service management company based in the USA. They provide a wide range of services — including plumbing, electrical, carpentry, HVAC, and general property upkeep. Managing numerous service requests daily required heavy coordination between clients, field technicians, and the back-office team. However, their reliance on manual processes limited efficiency, tracking, and scalability.We began with a comprehensive discovery phase, conducting in-depth stakeholder interviews, user research sessions, workflow & pain point analysis, opportunity identification, and technical audits to uncover both challenges and opportunities. This research-driven approach provided a clear blueprint for designing a tailored back-office management platform that addressed ServiceShield’s core challenges while setting the foundation for long-term scalability and operational excellence.
Challenge
Manual Job Assignment & Scheduling - Assigning technicians manually led to delays and scheduling conflicts.
Lack of Centralized Data System - Client details, job records, and invoices were scattered across spreadsheets and emails.
Inefficient Invoice & Payment Process - Invoice creation and tracking were manual, often leading to late or missed payments.
Limited Visibility on Deal & Job Status - No real-time tracking of deal status or service performance metrics.
Communication Gaps - Technicians and the back-office team had limited coordination, causing missed updates.
Absence of Analytics - No tools to monitor business performance or technician productivity.
Complexity
High
Impact
Critical
Success Rate
100%
Client Satisfaction
Efficiency
+200%
"The new back-office system completely transformed how we run our operations. What used to take days now happens in minutes. Our technicians get their jobs instantly, invoices go out automatically, and we finally have full visibility on deals and service performance. The automation has not only saved us time but also boosted our client satisfaction. The team truly delivered beyond our expectations."
Solution
Our team designed and deployed a comprehensive back-office management platform tailored to ServiceShield’s business model. The solution automated job workflows, deal management, invoicing, and reporting to bring full operational transparency.
Digitized job scheduling, technician assignments, and service tracking to ensure real-time updates.
Centralized deal tracking from inquiry to completion, enabling better monitoring of sales pipelines.
Integrated invoicing with job completion data to create, send, and track invoices automatically.
Unified all client, vendor, and technician information for easy access and management.
Built an analytics dashboard to track job progress, revenue, and technician performance.
Automated alerts for new service requests, pending approvals, and completed jobs.
Process
Duration
6 Months
Team Size
8 Members
On-Time Delivery
Completed: 2024-04-20
Impact
Project Success
Exceeding All KPIs
Through the custom-built back-office automation platform, ServiceShield Preservation achieved end-to-end digital transformation — streamlining its service operations, financial processes, and team coordination. The solution empowered the company with real-time visibility, operational efficiency, and scalability for future growth.
Job scheduling from completely manual to 100% Automated
Invoice Processing time reduced from 2-3 days to instant generation
Deal Tracking accuracy improved by 95% with centralized system
Reduced order processing time from 48 hours to under 2 hours
Technician Utilization increased by 40% through optimized assignments
Response time improved to under 6 hours on average
Reduced human error in scheduling and billing by 90%
Enhanced customer satisfaction through faster updates and transparent service progress
These outstanding results validate our strategic approach and demonstrate the tangible value delivered to ServiceShield Preservation. The project has not only met but exceeded initial success criteria, establishing a strong foundation for continued growth and innovation.
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