CASE STUDY
ABE Networks
Introduction
As a leader in custom audio/video entertainment systems and home automation in the Washington D.C. Metro area, ABE Networks prides itself on delivering cutting-edge solutions to its clients. However, managing its operations internally was a different story. The company struggled with outdated, disjointed systems that hindered productivity and operational efficiency. Recognizing the need for a modern, integrated solution, ABE Networks partnered with Orpheus to develop a bespoke Field Service Management app that would redefine how they conducted business.
Technologies
- React Native
- React JS (Frontend)
- Strapi
- Node JS (Backend)
- Expo Mobile App
Services
- UX Research
- UI Design
- Product Development
Deliverables
- Web App
- Mobile App
Challenge
Industry:
Technology
Location:
Rockville, MD
Project Date:
Launched 2023
Challenge:
ABE Networks had outgrown its reliance on tools like Excel, QuickBooks, and Outlook to handle critical business functions such as scheduling, inventory management, and time tracking. These tools, while useful in their own right, were never designed to handle the complexities of a growing, tech-driven company like ABE Networks. The result was a fragmented system that led to inefficiencies, miscommunications, and missed opportunities. With technicians in the field needing real-time access to information and project managers requiring seamless coordination, the company faced a critical need: to unify and streamline their operations with a single, comprehensive solution.
Solution
Orpheus took on the challenge with a client-first approach, delving deep into ABE Networks’ operations to understand the nuances of their workflows and the pain points that needed addressing. Through a collaborative and iterative process, Orpheus designed and developed a custom Field Service Management app that did more than just meet ABE Networks’ immediate needs—it set the stage for future growth and scalability.
The app was built with dual functionality in mind: a robust desktop version for office staff and project managers, and a sleek, intuitive mobile version for field technicians. This dual approach ensured that everyone—from the technicians on the ground to the project managers in the office—had access to the tools and information they needed, when they needed it.
Research & Planning
The journey began with extensive user research, where Orpheus engaged directly with ABE Networks’ team members to map out their daily challenges and operational bottlenecks. This research phase was crucial in ensuring that the final product was not just functional but deeply aligned with the company’s real-world needs.By immersing themselves in the day-to-day operations of ABE Networks, Orpheus identified key areas for improvement, such as the need for real-time updates, streamlined scheduling, and efficient inventory management. These insights guided the design process, resulting in a solution that was both powerful and user-friendly.
Stakeholder Collaboration
Orpheus placed a strong emphasis on collaboration with key stakeholders at ABE Networks throughout the research and planning phase. Regular meetings and workshops were conducted to gather insights and feedback directly from the end-users—those who would be interacting with the app daily. This collaborative approach ensured that the app’s development was aligned with the expectations and requirements of ABE Networks’ team, fostering a sense of ownership and ensuring that the final product would be embraced across the company.
- Desktop App
- Mobile App
- Warehouse Inventory
- Scheduling
- Accountability
Design
Desktop/Mobile App
Orpheus’s design and development process was characterized by close collaboration and constant iteration. The app’s design focused on clarity and ease of use, ensuring that even the most complex tasks could be managed with a few simple clicks. For the desktop version, Orpheus prioritized features that would allow project managers to effortlessly create, assign, and track work orders, while the mobile app was designed with field technicians in mind, offering quick access to job details, time tracking, and inventory management tools.Technologically, the app leveraged the latest in web and mobile development frameworks, including React Native for the mobile app and React JS for the web interface, ensuring a seamless experience across devices.
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Development
Backend Development
The backend development focused on building a scalable and robust architecture that could handle ABE Networks’ growing needs. Orpheus implemented a microservices architecture using Node.js, allowing for modular development and easier maintenance. This approach ensured that the app could efficiently process large volumes of data, such as work orders, inventory updates, and time logs, while maintaining high performance and reliability.
Frontend Development
On the frontend, Orpheus developed a responsive and intuitive user interface using React.js. The team prioritized creating a seamless user experience, ensuring that the desktop and mobile versions of the app were visually consistent and easy to navigate. The frontend development also included the integration of real-time data updates, providing users with instant access to the latest information, whether they were in the office or out in the field.
API Development & Integration
To enable seamless communication between the frontend and backend, Orpheus developed a suite of RESTful APIs. These APIs facilitated smooth data exchange between the different modules of the app, such as scheduling, inventory management, and time tracking. Additionally, Orpheus integrated third-party services like QuickBooks, ensuring that ABE Networks’ financial data could be automatically synchronized with their accounting software, reducing manual data entry and minimizing errors.
Testing & Iterating
Usability Testing
Usability testing was conducted with ABE Networks’ team members to ensure that the app met their operational needs. This phase involved real-world testing in both office and field environments, identifying areas for improvement, such as refining the inventory management system. Through iterative updates, Orpheus enhanced the app’s functionality, resulting in a user-friendly solution that delivered real-time information and streamlined processes.
- Gathered user feedback
- Prioritized issues
- Iterated on app design
Problem Area: Inventory
As techs were using the app they realized that the inventory section of a work order needed to be reworked. In the initial user interviews, the intricacies of the their inventory management wasn’t really mentioned other than techs stealing inventory from the warehouse for their jobs. We learned later that they needed a more comprehensive system to track inventory, especially for multi-day jobs. We learned that they needed a way to track when an item was used, if it had to be moved to another day, or if it had to be restocked.
Key Features
Work Order Submissions
The app simplifies the process of creating and managing work orders, allowing technicians and project managers to submit and update orders on the go. This feature ensures that all job details are accurately recorded, minimizing errors and enhancing communication between the field and the office.
Inventory Management & Product Tracking
Real-time inventory tracking enables ABE Networks to monitor product usage and availability closely. This feature integrates seamlessly with the company’s existing systems, providing instant updates and reducing the likelihood of stock shortages or overstocking.
Time Tracking
Technicians can log their hours directly through the app, making it easier to track time spent on each job. This feature not only helps in accurate payroll processing but also provides valuable insights into time management and efficiency, helping the company optimize its operations.
Scheduling Calendar
The unified scheduling calendar offers a bird’s-eye view of all ongoing and upcoming jobs, making it easy to assign tasks and allocate resources. Project managers can effortlessly coordinate schedules, ensuring that technicians are deployed efficiently and that all jobs are completed on time.
Mobile App
Designed with field technicians in mind, the mobile app provides quick access to job details, client information, and tools needed for the job. Its intuitive interface ensures that technicians can navigate the app easily, even while on-site, enhancing their ability to deliver high-quality service.
Quickbooks Desktop Integration
By integrating with QuickBooks Desktop, the app streamlines the accounting process, automatically syncing financial data such as invoices and payment records. This feature reduces the administrative burden on office staff and ensures that financial records are always up to date and accurate.
Launch
The App
The app was launched with a comprehensive training program for ABE Networks’ staff, ensuring a smooth transition from the old system to the new platform. Orpheus provided ongoing support during the rollout, addressing any issues that arose and making adjustments as necessary. The successful launch marked the beginning of a more efficient and connected workflow for ABE Networks.
Post-Launch Support
Following the successful launch of the app, Orpheus provided ABE Networks with extensive post-launch support to ensure continued success. This included regular check-ins to monitor the app’s performance, gather feedback from users, and make any necessary adjustments or updates. Orpheus also offered additional training sessions and created comprehensive documentation to empower ABE Networks’ team to fully utilize the app’s features. This proactive approach ensured that ABE Networks could maximize the benefits of their new system from day one.
Impact
The impact of the Orpheus-developed app on ABE Networks was nothing short of transformative. The company saw a 20-25% increase in production efficiency, thanks to the app’s ability to streamline processes that were previously bogged down by inefficiencies. Technicians now had real-time access to job details and updates, reducing the time spent on administrative tasks and allowing them to focus on delivering high-quality service. Project managers benefited from enhanced visibility into ongoing projects, enabling better decision-making and more effective resource allocation.
Perhaps most importantly, the app fostered better communication and collaboration across the company, breaking down silos and ensuring that everyone was on the same page. As a result, ABE Networks not only improved its operational efficiency but also strengthened its ability to deliver exceptional service to its clients.
”Orpheus didn’t just build us an app—they transformed our entire workflow. The app has made our processes more efficient and our teams more connected. We’ve seen a huge improvement in how we operate, and our ability to deliver outstanding service has never been stronger.
Avi BenaimManaging Director at ABE Networks
