Paper job cards, untracked asset histories, and no visibility into field productivity. Complaints closed on paper days before work actually happened — or after.
Offline-first field apps with work-order routing, geo-verified closure evidence, asset QR trails, and a dispatch console that balances load across zones in real time.
Built for the worst network, not the best
Substations are where connectivity goes to die. The apps treat offline as the default state rather than as an error condition: work is held locally, remains fully editable, and syncs opportunistically when a signal returns. That is why adoption held above 90% where previous attempts — all of which assumed a network and degraded into a spinner without one — had failed.
Evidence of closure, not a claim of it
Under paper job cards a complaint was closed when somebody wrote that it was, sometimes days before the work happened and sometimes long after. Geo-verified closure attaches where and when the job was actually completed. That changes what a closed ticket means before it changes any number on a report.
The asset accumulates the history
A QR trail means the transformer, not the ticket, carries the record. The technician arriving next reads what was done last time, by whom, and what was replaced — instead of rediscovering it. That is most of what took mean time to resolution down 57%.
Dispatch is an allocation problem
2,400 technicians across zones with uneven and unpredictable load is less a routing problem than an allocation one. Balancing in real time from a dispatch console lets work move to available capacity rather than queueing behind whoever happens to own the area it fell in.