How a Fire and Security Provider Cut Scheduling Time in Half
Silco ran its field operations across disconnected systems with dispatch done by hand. Unifying field service on Salesforce — with Sedona integrated both ways — cut manual scheduling time by more than half and pushed technician utilization past 85%.
The Challenge
Silco Fire & Security protects commercial buildings across Ohio — fire protection and security systems that carry inspection obligations, preventive maintenance schedules, and break-fix work that cannot wait. Roughly 250 employees, all of them dependent on knowing which technician is where.
The operation ran across systems that didn’t talk to each other. QuickBooks and Sedona Office each held part of the picture, producing data silos and duplicated effort. Scheduling and dispatch were largely manual, which made technician routing inconsistent and utilization impossible to manage deliberately. Executives had no real-time view of technician utilization, service performance, or sales trends — the data existed, but not anywhere it could be seen together. And without unified case and asset tracking, service history was hard to reconstruct when a customer called.
The Solution
Cirrius unified the field operation on Salesforce Field Service and connected it to the systems that already held the business’s financial and service records.
- Field Service for the whole field operation. Service territories, work order management, dispatch optimization, and maintenance plan tracking on one platform.
- A redesigned asset architecture. Assets were restructured to carry their own inspection history, break-fix record, and preventive maintenance schedule — so the equipment, not the paperwork, became the system of record.
- Bi-directional Sedona integration. Work orders, invoices, and service history flowed both directions, ending the double entry between field and back office.
- Executive dashboards. Leadership gained real-time visibility into sales and service performance for the first time.
The Result
- More than 50% reduction in manual scheduling time.
- Technician utilization improved to over 85%.
- Shorter billing cycles. through automated billing and the Sedona integration
- Real-time executive visibility. into sales and service performance
- Faster response times and centralized service history. from unified case and asset tracking
The Pattern
In inspection-driven field businesses, the asset is the customer relationship. Building the data model around the equipment — its history, its obligations, its next service date — is what turns reactive dispatch into a schedule you can actually plan against.
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