ServiceChannel, a facilities management software company that has helped more than 50,000 facilities professionals and commercial contractors conduct over $15B in business at over 170,000 locations in 63 countries, had recently set up an innovation lab to lead disruption in their industry.
They identified their first experiment: SendaGuy Now, an Uber-like app to provide on-demand service and repairs for restaurant owners. They wanted to pilot this new program in New York City and provide a cutting-edge experience for restaurant owners, contractors, technicians, and the staff at ServiceChannel.
Having worked with Firefield on a previous project, we were their first call. They asked us to help prototype and plan the app, and then engaged us to build.
We extracted ServiceChannel’s deep expertise in facility management to help them prioritize the possibilities and use the newest technology to streamline the process. We began with a deep dive into their ideas, knowledge, and experience. Then we built interactive prototypes to test our assumptions and get feedback—from the experts at ServiceChannel and their customers.
With everyone on board and excited, our team tackled the build — we worked iteratively, giving ServiceChannel a full view into their software as it came to life. They were able to provide feedback and continue to evolve the features based on user feedback and real-world testing. The result was SendaGuy Now, an intuitive experience that takes the pain out of getting equipment fixed and finding customers.
We used Ruby on Rails to build a custom API that powered the entire platform. Dispatchers were comfortable using a web app to respond to service calls, but technicians and customers needed mobile apps they could use on the go. We built native apps for technicians and restaurant owners using React Native, allowing ServiceChannel to bring both iOS and Android to market at the same time without doubling the development time.
Firefield worked hand-in-hand with the staff at ServiceChannel to bring the platform online and get all the apps in market. As we learned from the initial pilots, we worked to make updates and add new features. As the jobs and revenue started to come in, we helped establish a roadmap for future development, set up workflows for management of the system, and eventually handed off the entire project to ServiceChannel to continue to manage and grow.