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Executive Summary

A regional plumbing services provider serving residential and commercial clients across three states implemented Odoo v16 to address operational inefficiencies, manual workflows, and limited visibility into field operations. The implementation unified scheduling, dispatch, inventory management, invoicing, and customer communication on a single platform. Within six months post go-live, the company achieved 45% revenue growth, improved first-call resolution rates to 88%, and reduced invoice cycle time by 60%.

Business Challenges

  • Fragmented systems for scheduling, dispatch, and invoicing created data silos and duplicate data entry across platforms.
  • Low first-time fix rates below 70% due to inadequate van stock visibility and poor parts planning.
  • Manual paper-based workflows delayed invoicing by 7-10 days, negatively impacting cash flow and DSO metrics.
  • Limited real-time visibility into technician location, job status, and utilization leading to scheduling inefficiencies.
  • Poor customer communication with no automated appointment reminders or technician arrival notifications reducing satisfaction scores

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 to accelerate cash collection.
  • Increase technician utilization from 55% to 75% through optimized scheduling and route planning.
  • Improve customer satisfaction scores by implementing automated communication and self-service portal.
  • Establish unified data platform providing real-time visibility into operations, profitability, and KPIs.

Key Modules Implemented

  • Field Service Centralized dispatch, mobile technician app, real-time job updates, and automated scheduling workflows
  • CRM & Sales Lead tracking, opportunity management, customer history, and automated follow-up campaigns
  • Inventory Management Real-time stock tracking, van inventory visibility, automated reordering, and parts allocation
  • Invoicing & Accounting Automated invoice generation from completed work orders, mobile payment collection, and integrated financial reporting
  • Helpdesk Customer portal for service requests, warranty tracking, appointment scheduling, and issue resolution
  • Timesheets Automated time tracking linked to work orders for accurate labor costing and payroll processing
  • Website & Customer Portal Self-service appointment booking, service history access, invoice payment, and document repository

Solution Overview

  • Unified Platform: Migrated legacy systems to unified Odoo v16 platform hosted on Odoo.sh with mobile-first field technician interface
  • Smart Dispatch: Configured automated dispatch logic based on technician location, skills, availability, and priority to optimize routing
  • Van Inventory: Implemented van inventory management synchronized with central warehouse to ensure parts availability and reduce return visits
  • Proactive Communication: Integrated SMS gateway for automated appointment reminders, technician en-route notifications, and completion confirmations
  • Faster Payments: Deployed payment gateway integration enabling on-site credit card processing and online invoice payment

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, and 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

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United States

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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.

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United States

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