Real-Time Updates Through a Responsive Mobile Experience
A mobile application helped contractors access asset updates, location details, and service opportunities without relying on a slower web platform.
At a Glance
The mobile application brought real-time operational data, location updates, service opportunities, and customer insights into a single, easy-to-use experience for contractors and OEM partners.
Industry
Software
Function
Customer Service
Solution
Mobile Application
Engagement
Product Development
The Client
The client is a SaaS company that provides AI-based analytics to help industrial OEMs identify sales opportunities. Its platform gives partner OEMs a consolidated view of their installed bases.
The Challenges
Making Field Service More Responsive
The existing web application provided valuable information, but contractors needed a faster and more convenient way to access updates while working in the field.
Web Access Was Inconvenient for Field Contractors
Contractors relied on a web application to check installation and replacement opportunities, making it hard to access updates while on the move.
Delayed Notifications Affected Service Response
The slow web experience delayed updates, contributing to missed requests, customer complaints, and lost opportunities.
Operational Data Came From Multiple Sources
CRM systems, ERPs, and geographically distributed data sources needed to be brought together in an accessible mobile interface.
Native Application Expertise Was Limited
The client's engineering team built most of the backend but had no prior experience developing native applications.
Users Needed Faster Access to Insights
Contractors and OEM partners needed a simple way to find customer, equipment, location, order, and service information without navigating a complex interface.
Simplify Your Mobile Product Development
Build mobile applications that make critical information easier to access and help users act faster.
The Solution
A Mobile Experience Built for Real-Time Operations
Maruti Techlabs built the mobile frontend around contractors' and OEM partners' needs, combining real-time updates, location services, dashboards, search, and secure authentication.
We integrated Mapbox to provide location-based updates and navigation.
We integrated Mapbox to provide location-based updates and navigation.
The Journey
Web to Mobile
Business Outcomes
Improved Field Efficiency and Customer Service
Missed Requests Reduced to Zero
According to the client, instant push notifications reduced missed requests for equipment replacements and reinstallations to zero.
Real-Time Data in One Place
Updates from multiple ERP and CRM systems were consolidated into a centralized dashboard.
Faster Field Planning
Location updates and Mapbox navigation helped contractors identify nearby service opportunities and plan their trips.
Simpler Customer Insights
Mobile dashboards provided a 360-degree view of customer and equipment information, including service and parts revenue data.
Easier Information Retrieval
The in-app search feature allowed users to quickly find relevant reports and operational information.
Improved Customer Service
Greater transparency across installed-base data and faster access to updates contributed to an overall improvement in customer service, as reported by the client.
Conclusion
The mobile application made operational information easier to access and helped contractors respond to service opportunities more quickly.
Tech Stack
Turn Product Ideas Into Usable Applications
Build digital products that combine thoughtful UX with reliable engineering to create smoother user experiences.
Download Your Free Case Study Today.
Frequently Asked Questions
The application consumed consolidated operational data from existing CRM and ERP systems while additional backend APIs were developed to support mobile-specific functionality. This allowed the mobile layer to extend the existing platform without requiring a complete backend rebuild.
The solution combined location-based updates with push notifications to surface time-sensitive installation and replacement opportunities. This reduced the need for contractors to repeatedly check the web application for new requests.
The application prioritized frequently used operational information, including locations, equipment, orders, pending requests, and customer insights. Search, dashboards, navigation, and notifications were designed to reduce the effort required to find and act on this information.
The team implemented single sign-on using WSO2 Identity Server. This provided a centralized authentication mechanism while reducing repeated login steps for users accessing the application.
The existing backend supported the web application, but the mobile experience required additional functionality. Maruti Techlabs developed APIs to expose the data and functionality the mobile application needed.