The business context
A field-service company needed a better way to manage bookings, technician capacity, service notes and customer updates across daily routes.
The challenge
Schedulers were moving between calls, spreadsheets and chat threads. Technicians had limited job context, and customers often asked for arrival updates.
How FolkNex shaped the solution
FolkNex designed a connected dispatch board, technician mobile view and customer update flow that keeps route, job and communication states aligned.
Outputs designed
- Dispatch dashboard
- Technician mobile workflow
- Customer update states
- Service history timeline
Delivery workflow
- Map booking, dispatch and completion stages
- Design scheduler capacity and route views
- Create technician job-detail screens
- Add customer ETA and completion updates
What the direction unlocks
The direction gives operations teams better visibility across the day and makes the customer experience feel more predictable from booking to completion.
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