Smart app for field services technicians

Case study – Smart App to Improve Service Efficacy of Field Technicians

"Improve productivity & first-time-fix rate of services technicians."

Situation

Our client, a US based technology major, envisioned a workforce of engineers armed with the benefits of mobility solutions. To achieve that the enterprise needed to translate their existing widely used Windows® desktop based service software application to an Apple iPhone® platform. Being a technical tool, it was stressed that the app user interface should not deviate from the desktop version.

Celstream was entrusted with the end-to-end development of the mobile app for iOS platform, specifically on iPhone devices.

Challenges
  • Service engineers had limited access to the technical information provided by the desktop based software on the field. This severely constrained the competitiveness and productivity of the team on the field due to:
    • Incomplete or out-of-date technical information
    • Need to carry bulk physical catalogs as reference
    • Inaccuracies and inefficiencies due to manual calculations

Key Highlights
  • Recreation of existing, critical desktop-based software for mobile field force
  • Ability to operate in connected and offline modes
  • User interface consistent with desktop version to eliminate user relearning; yet, compliant with the iOS usability guidelines
Celstream Response

Celstream’s experienced team of mobile application experts successfully developed an iOS based application for iPhone that not only mirrored the functionalities of the client’s already existing Windows desktop based application but also its user interface. The development of the solution was primarily focused on the following key aspects:

  • Gaining an in-depth understanding of the customer’s business objectives and its field of operation
  • Gaining knowledge of the technical domain to facilitate perfect calculations and calibrations resulting in display of accurate results
  • Ensuring all controls and raster graphics get displayed in its completeness
  • Creating a scalable, reliable, and highly responsive app that displayed technical information in both numeric and graphic format instantaneously
  • Fitting all the contents of the existing Windows application, primarily designed to fit big desktop screens into the small screen of an iPhone
  • Delivering a high quality app well within the stipulated timeframe
Benefits to Customer
  • A robust and comprehensive technical reference application for the service engineering in the field
  • Improved service efficacy due to accurate, up-to-date technical information and calculations
  • Solution engineering based on agile methodology and Celstream solution accelerators enabled
    • Flexible implementation meeting specific and evolving user needs
    • Cost-effective, robust and faster time-to-market
Technology

In developing this solution, Celstream used the following key software tools and technologies:

  • iOS
  • Xcode
  • VB.NET
  • Objective-C

Celstream is a registered trademark of Celstream Technologies Private Limited. VB.NET is registered trademark or trademark of Microsoft Corporation. iPhone, Xcode, Objective-C are all trademarks or registered trademarks of Apple Inc. IOS is a trademark or registered trademark of Cisco. All other trademarks are the property of their respective owners.