The Challenge

DCS Contractors — Diversified Contracting Services — provides diversified contracting services across Virginia, Maryland and Washington, D.C. When Cirrius arrived, its Salesforce implementation had become a liability rather than an asset.

The previous implementation left the organization effectively unusable in the field. Automation issues and errors had accumulated into a critical failure point in the business — the field teams could not depend on the system they were supposed to be running on. The business process itself needed simplifying, because non-technical users were struggling with basic data entry. And work completion wasn’t being tracked accurately enough for the invoicing team to know when a job was finished, which delayed revenue collection.

The Solution

Cirrius came in on a Managed Services engagement and rebuilt the field layer from the ground up.

• Every Field Service Mobile flow rebuilt. Each one was reconstructed and then tested against the real error conditions a technician hits in the field, rather than assumed to work.
• The Work Order process overhauled. Information and steps were reworked around how non-technical users actually operate, which is what drove adoption back up.
• Automation at work order completion. The invoicing team now learns the moment work is finished and an invoice can be raised — closing the gap that had been holding up cash.

The Result

• 85% decrease in field syncing issues and errors. from reliable automation
• 25% reduction in the time taken to collect payment. from customers
• Reduced friction and restored user confidence. in the Salesforce solution
• Tracked KPIs. YTD revenue, flow error rates, work order completion rates, and duration from work completion to invoiced

The Pattern