Alert text
Industry

Construction - Plumbing and Field Services

Project Type

ERP Implementation for Plumbing Business

Location

USA

Timeline

7 months

Team Size

6

Executive Summary

A regional plumbing services provider implemented Odoo v16 field service management software to unify fragmented scheduling, dispatch, van inventory, and invoicing systems. Within six months, the company achieved 45% revenue growth, improved first-call resolution from 68% to 88%, reduced invoice cycle time by 60% (7-10 days to 36 hours), and increased technician utilization from 55% to 76%. Aglowid's Odoo ERP implementation team delivered end-to-end deployment with mobile technician app, automated dispatch, inventory tracking, payment integration, and 8-week post-launch support.

Business Challenges

  • Fragmented scheduling, dispatch, and invoicing systems creating data silos and duplicate data entry across disconnected platforms.
  • First-call resolution rates limited to 68% due to inadequate van inventory visibility and poor parts availability planning.
  • Manual paper-based invoicing workflows delaying payments by 7-10 days, negatively impacting cash flow and Days Sales Outstanding metrics.
  • Limited real-time visibility into field technician location, active job status, and workforce utilization rates causing scheduling inefficiencies.
  • Poor customer communication lacking automated appointment reminders & technician arrival notifications, reducing satisfaction & retention scores.
  • Inefficient resource allocation & route planning preventing technicians from completing maximum jobs per day & limiting revenue optimization opportunities.

Objective

  • Achieve 85%+ first-call resolution rate through better inventory management and mobile access to job history.
  • Reduce invoice cycle time from 7-10 days to under 48 hours using automated invoicing to accelerate cash collection and improve DSO.
  • Increase technician utilization from 55% to 75% through optimized scheduling and route planning.
  • Improve customer satisfaction scores through automated appointment reminders, real-time status updates, and self-service customer portal.
  • Establish unified cloud-based data platform providing real-time operational visibility, profitability analysis, and actionable KPI dashboards.
  • Reduce emergency response time and optimize field service resource allocation through intelligent dispatch and location-based technician assignment.
  • Enable mobile-first workforce productivity by digitizing field operations, eliminating manual paperwork, and reducing administrative overhead.

Key Modules Implemented

  • Field Service Management: - Mobile-first field technician app with centralized dispatch engine, real-time job updates, GPS tracking, and automated work order scheduling for optimized field operations.
  • CRM & Sales Pipeline: - Integrated lead management, opportunity tracking, complete customer history database, and automated follow-up campaign automation for improved sales velocity.
  • Inventory & Parts Management: - Real-time inventory stock tracking, van-level parts visibility, intelligent automated reordering, and smart parts allocation to reduce stock-outs and emergency runs.
  • Invoicing & Financial Accounting: - Automated invoice generation from completed work orders, on-site mobile payment processing, integrated financial reporting, and multi-currency support for cash flow acceleration.
  • Helpdesk & Customer Support: - Self-service customer portal, service request management, warranty tracking system, automated appointment scheduling, and issue resolution workflows for enhanced support.
  • Time & Labor Management: - Automated technician time tracking linked to work orders, accurate labor costing, payroll integration, and productivity analytics for workforce optimization.
  • Website & Customer Portal: - Self-service appointment booking engine, service history access, secure online invoice payment, downloadable document repository, and customer account management.

Solution Overview

  • Unified ERP Platform: Migrated legacy systems to cloud-hosted Odoo v16 ERP platform deployed on Odoo.sh infrastructure with mobile-first field technician interface and real-time data synchronization across all modules.
  • Intelligent Dispatch Engine: Configured AI-powered automated dispatch logic optimized by technician location, skill sets, availability windows, job priority, and service zone to maximize routing efficiency and reduce travel time.
  • Synchronized Van Inventory Management: Implemented real-time van inventory system synchronized with central warehouse database to ensure critical parts availability, reduce emergency stock runs, and minimize first-call resolution failures.
  • Proactive Customer Communication: Integrated SMS gateway with two-way messaging for automated appointment confirmations, technician en-route notifications, service completion alerts, and customer feedback surveys.
  • Faster Payment Processing: Deployed PCI-compliant payment gateway integration enabling secure on-site credit card processing, contactless payments, and online invoice payment for same-day revenue collection.
  • Advanced Analytics & Reporting: Built custom KPI dashboards providing real-time visibility into field operations, technician productivity, revenue metrics, job completion rates, and profitability analysis for data-driven decision making.
  • Automated Workflow Automation: Configured intelligent workflow automation reducing manual data entry, automating invoice generation from work orders, and triggering follow-up actions based on service completion events.

Architecture & Implementation

#1: Discovery phase

  • Process mapping workshops, data migration planning, requirements validation, and stakeholder alignment

#2: Core module configuration

  • Field Service, CRM, Sales, Inventory modules configured; custom workflows designed in Odoo Studio

#3: Mobile deployment

  • Technician mobile app customization, offline capability testing, GPS integration, and photo capture workflows

#4: Integration layer

  • Payment gateway, SMS notification service, route optimization API, and accounting system connections established

#5: Data migration

  • Customer records, service history, inventory data, and vendor information migrated with validation protocols

#6: User training

  • Role-based training for dispatchers, technicians, administrators, and management across three cohorts

#7: Go-live and hypercare

  • Phased rollout by service area with daily monitoring, issue resolution, and optimization support

Workflow

1

Service request

Customer submits request via phone, website portal, or mobile app; automatically logged in CRM with priority assignment

2

Scheduling & dispatch

System recommends optimal technician based on skills, location, availability, and van inventory; dispatcher confirms assignment

3

Technician notification

Mobile app alerts technician with job details, customer history, equipment info, and route guidance; automated SMS sent to customer

4

On-site service

Technician accesses complete job information, captures photos, records time, updates parts used, and adds service notes via mobile app

5

Invoice generation

Work order automatically converts to invoice upon completion with labor, materials, and any upsells; sent to customer within hours

6

Payment collection

Technician collects payment on-site via integrated card reader or customer pays online through portal link

7

Follow-up

Automated satisfaction survey sent; system schedules preventive maintenance reminders and warranty tracking

Outcome

  • Revenue Growth: Achieved 45% revenue increase in six months via higher job capacity, better upsell visibility, and reduced admin overhead.
  • First-Time Fix: Improved first-call resolution from 68% to 88%, significantly lowering repeat visits and warranty-related rework.
  • Technician Utilization: Increased utilization from 55% to 76% by tightening scheduling, minimizing travel time, and digitizing paperwork.
  • Cash Acceleration: Cut invoice cycle from 7-10 days to 36 hours, improving Days Sales Outstanding by approximately 58%.
  • Faster Response: Reduced average emergency response time from 105 minutes to 62 minutes with real-time visibility and optimized dispatch.
  • Inventory Accuracy: Raised inventory accuracy to 97% and cut emergency parts runs by 65% using synchronized van and warehouse stock.
  • Customer Experience: Increased customer satisfaction scores by 34% driven by timely updates, on-time arrivals, and transparent service history.
  • Productivity: Enabled technicians to complete 23% more jobs per week through mobile workflows and streamlined back-office processes.

Tech Stack

Odoo ERP Platform

  • Odoo v16 (Field Service, CRM, Sales, Inventory, Invoicing, Accounting, Helpdesk, Timesheets, Website, Studio)

Database & Backend

  • PostgreSQL
  • Python

Hosting & Infrastructure

  • Odoo.sh

Mobile Application

  • Odoo Field Service mobile app (iOS/Android)

Payment Integration

  • Stripe API

SMS Integration

  • SMS gateway API for automated customer notifications

Route Optimization

  • Mapping API for dispatch efficiency

Reporting & Analytics

  • Odoo built-in dashboards
  • Pivot tables
  • Reporting tools

Team

  • Project Manager: 1
  • Odoo Functional Consultant: 1
  • Technical Developers: 2
  • Data Migration Specialist: 1
  • Quality Assurance Analyst: 1

Our Clients

Client Testimonials

Rhonda Dibachi

CEO - HeyScottie

United States

Working with Aglowid was a game changer for us. We needed a partner who could understand the complexity of our AI automation goals and move quickly from concept to execution. They delivered a robust solution that not only met our requirements but opened doors to new possibilities. Truly professional and highly capable.

Daniel Gonell

Digital Strategy Consultant - New Minds Group

United States

I brought Aglowid's team in to support a major digital transformation project for one of our clients. Their depth in data architecture and front-end engineering helped us accelerate delivery and exceed expectations. They don’t just execute - they think critically and offer valuable insights every step of the way.

Katelyn Gleason

CEO and Founder - Eligible

United States

What impressed me most was their ability to adapt quickly to the unique demands of the healthcare space. Aglowid helped us refine our platform with performance upgrades and backend improvements - all without disrupting our users. Reliable, detail-oriented, and refreshingly easy to work with.

Robert Sirianni

CEO - Weapon Depot

United States

We needed a development team that could handle both the scale and complexity of a large eCommerce platform. Aglowid built a secure, fast, and user-friendly experience - both for web and mobile. Their communication was clear, and delivery was consistently on point.

Will Ferrer

Founder/CEO - Tempest House

United States

Aglowid stepped in as a true development partner. From initial product scoping to post-launch support, they handled full-stack development with precision and care. Whether it was mobile, backend, or AI-based features - they always brought smart solutions to the table.

Antoine de Bausset

CEO - BEESPOKE

France

They are great at what they do. Very easy to communicate with and they came through faster than I hoped. They delivered everything I wanted and more! I will certainly use them again!

Neil Lockwood

CO-FOUNDER - ESR

Australia

Their team of experts jotted down every need of mine and turned them into a high performing web application within no time. Just superb!

Craig Zappa

DIRECTOR - ENA PARAMUS

United States

"I would like to recommend their name to one and all. No doubt" their web app development services cater to all needs.

Let’s Get In Touch

    Accrediations

    Aglowid IT Solutions INC.

    Five Greentree Center, 525 RT 73 NT STE 104,
    Marlton, NJ 08053, USA

    Aglowid IT Solutions Pvt. Ltd.

    501, City Center, Science City Rd,
    Ahmedabad - 380060, India