Utilities & Facilities
Connecting 40 Field Engineers to One System
Client
Bracken Utilities
Summary
Moved dispatch off a whiteboard and onto a single scheduling system, cutting emergency response times and letting customers book their own appointments.
The Challenge
Bracken Utilities dispatched engineers by phone and whiteboard. Emergency call-outs depended on whoever picked up the phone knowing which engineer was nearest and free — and customers had no way to check when someone was actually coming.
The Solution
Truscope implemented Dynamics 365 Field Service with Universal Resource Scheduling matched to engineer skills, location, and availability, plus a self-service portal so customers could book routine appointments without calling in.
The offline-capable mobile app meant engineers working in signal dead zones could still access job details and update work orders once back online.
“We went from a whiteboard to knowing exactly where every engineer is and what they're qualified for.”
The Results
Emergency response times improved measurably once dispatch stopped depending on one person's memory. Routine appointment calls to the office dropped by more than half.
