Quickbase Application Saves 300+ Hours in Manual Operations for Executive Team at Field Service Firm

The Challenge

AFI's limited Quickbase app led to 20+ hours of manual invoicing and weekly data reentry, bottlenecking operations and prompting a search for expert support.

The Objective

AFI operates a field services fleet across multiple states that provides an extensive range of services for several major clients. Each field service job must align with a specific job code and track materials usage to bill accurately for completed work.

Previously, the team used a mobile Quickbase application to help manage these workflows. This enabled them to collect a few details about the work completed at each job site.

However, gaps in the app functionality resulted in several hours of manual data entry. The owner, Bob Rizzuto, spent 20+ hours a week manually reviewing reports in Quickbase, creating invoices, and sending them to clients. All data had to be entered again into Quickbooks for accurate account balancing.

There were other process bottlenecks, including work requests from existing customers served in CSV format. The operations team had to manually input this data into their systems each week so that field services teams could complete requested jobs.

Without fully understanding the capabilities of Quickbase and what an optimal workflow looked like, the team was stuck with inefficient processes. They also did not have the time to develop their existing application infrastructure internally. This led them to Quandary Consulting Group.

It would be impossible for us to run our company without this system. We came to you because we were relying on Excel spreadsheets to manage everything, and there's no way we could have grown to where we are now without it.

– Bob Rizzuto, President at Advanced Fiber

Our Process

AFI provided access to their operations team at the start of the engagement and was open to a highly collaborative approach to solutions design. The team also came prepared with a plan, proper documentation, and a degree of structured data.

This set the project up for immediate success.

We started by helping the team stabilize weekly reports and extend the invoicing functionality of their Quickbase application. This involved translating flat data from spreadsheets into a relational database structure.

Initially, we evaluated the existing application and surrounding workflows to identify the organization's needs, the current application's limits, and process inefficiencies.

For example, the original build did not follow best practices. While implementing them, we identified opportunities to add functionality, improve workflows, and automate processes.

From there, the team relied on our consultative background to evaluate their manual processes and suggest improvements or automations. We reviewed each workflow, suggested process improvements, and built a project plan to automate the process (as needed).

Key Features

The project has evolved from a simple invoice automation tool to a custom ERP and CRM fit to the needs of this specific field service organization.

• Streamlined Invoicing: Generates the invoice, sends it to the client, and automatically updates Quickbooks (including regenerated invoices).
• Synchronized Client Requests: Drag and drop input system for new client requests with automatic job number assignments that match PO numbers for tracking and billing.
• Job Number Creation: Creates new job numbers for jobs without numbers and matches those jobs to PO numbers for easy billing.
• HR Documentation: DocuSign integration automates employee onboarding, safety certification processes, and benefit distribution.
• Inventory Tracking and Management: Identifies, tracks, and manages materials in the warehouse and costs for accurate billing and reporting.
• Scheduling: Manages on-call status with automated scheduling in Quickbase with a rotating schedule to prevent overworking team members.
• Improved Data Integrity: Eliminating data entry errors from manual work, improving the team's insights, billing, and reporting.

Roadblocks

The team managed processes with paper and spreadsheets. Transitioning from unstructured flat data to structured, organized (relational) data was an adjustment. For a smooth transition, we analyzed their business, processes, and data in depth before breaking it out into the relational database structure.

Several processes were not standardized. To support nuance while standardizing the general user process, we set up guardrails automations. Then, we evaluated exceptions on the back end and mapped out automations for those instances. Users get a standard front-end experience while we update the back-end to support custom requests.

Recently, the client's invoicing workflow grew beyond Quickbase's capabilities. Relying on our full-stack developers, we quickly pivoted the client to a custom solution built on AWS that supported that unique business case. We also coached the client to prevent a drastic migration from the platform, given that it still provided significant value to the business.

As a field service team, they needed significant mobile functionality for their tools to prevent repeat work. While Quickbase has mobile functionality built into the app, we needed to extend that functionality to support multi-line, multi-record structures and support app functionality while working offline to ensure adoption.

Tools

Next Steps

We work with AFI regularly to provide ongoing support with their application infrastructure, stepping in when needed to solve issues or troubleshoot challenges.

While providing support, we build a backlog of potential applications and workflow improvements. When needed, we ramp up engagement to build the necessary improvements.

This flexible approach allows AFI to focus on their customers and lean on us as needed.