Field Service Management system for a commercial cleaning equipment supplier
Industrial Cleaning Equipment (ICE) were managing all of their maintenance contracts using pen and paper – it was time to update the system to a more modern, reliable and efficient approach. The new system would allow clients to report faults directly and have an engineer automatically assigned, saving significant amounts of time and reducing the risk of human error.


Although the previous system was inefficient it had been used for a long time and people were used to it. five one two had to ensure that the changes were worthwhile and easy for internal staff and external clients to adapt to.

There was also the problem of a previous attempt at the project: we were initially called in as ‘problem solvers’ to help fix a three-month late, bug-filled attempt at development. It was quickly apparent that the best solution was for us to take over the project completely and our developers got to grips with an over-complicated piece of software and took steps to bring it under control.


We created a sleek PHP-based solution, allowing ICE’s clients to report faults. Engineers were automatically assigned and dates of appointments set-up. Their clients could then see what was happening, and when – especially important for some of their bigger nationwide clients like John Lewis, Waitrose, B&Q etc. who might have multiple faults reported at one time. Under the previous system, checking progress would have required a phone call: now it was simple to log in and get even more information, faster, than was ever available before.

Engineers update their progress directly so information is available to their clients instantly – wherever they were in the country or the world. This feature saved a great deal of time for site-staff and also reduced admin costs. Because we developed a mobile-friendly system it meant engineers could make the updates immediately on completing the job – and by choosing a secure web-based system instead of a native mobile app we ensured support across all mobile devices, reducing development costs, training time and ongoing support and maintenance.

In keeping with our commitment to an Agile methodologies framework we kept the client regularly updated and invited constant feedback and testing. Any changes were made quickly and easily instead of requiring major redevelopment towards the end of the project.


The final piece of software, called Service Smart, is easy-to-use and visually appealing: in fact large flat-screened monitors were mounted in the client’s headquarters to show the real-time project status.

What originally began as an internal management tool turned into a key sales tool. The distinctive, easy-to-understand user interface created by five one two was a key part of this.