Going paperless: Streamlining efficiency and real-time insights

The brief

Our client is a well-established global provider of industrial energy efficiency solutions for multinational manufacturers. The company was ready to scale operations and wanted to capture and manage data digitally. Engineers relied on paper-based forms for data collection, and transferred manually to Excel spreadsheets after their site visit, this led to data being inconsistently stored, and challenging to retrieve and analyse. As part of a multiyear digitalisation process to increase efficiency and support continued growth, this project was designed to enable considerable business scaling, as well as efficient and accurate project identification across the business.

The goal was to streamline data capture by enabling engineers to complete surveys quickly and efficiently using a tablet. This included taking photos, adding notes, and storing all information in one centralised system. Additionally, the solution needed to integrate with Microsoft CRM, allowing seamless data synchronisation and providing users with real-time insights to facilitate on-site decision-making.

The problem

• Paper-based data capture: Time-consuming and prone to errors.
  
  
• Data inconsistency: Information stored locally with no structured system, leading to potential data loss.
  
  
• Manual input: Engineers had to transfer data into an Excel spreadsheet, increasing workload and risk of mistakes.
  
  
• Lack of real-time insights: Engineers couldn’t access or provide instant feedback or recommendations during site visits.
  
  
• Connectivity issues: Engineers often worked in areas with unreliable internet connections, complicating data synchronisation.

The solution

Discovery and prototyping

We began with a comprehensive discovery phase, creating detailed wireframes and an extensive app prototype. This prototype was user-tested with engineers globally to ensure it met their needs and was intuitive. Feedback from these sessions allowed us to refine the app’s interface and terminology, aligning it with the engineers' workflows and ensuring consistency with Microsoft CRM.

User-centric design and testing

Given the significant shift from paper to digital, the app was designed with a focus on usability. Multiple rounds of user testing ensured the solution felt familiar yet innovative. Early engagement with users also secured buy-in, fostering a collaborative environment where engineers actively contributed to the app's development and testing.

Offline functionality

Recognising the engineers' need to work in areas with poor connectivity, the app was designed to function offline. Data would sync to Microsoft CRM once a stable connection was available, minimising the risk of data loss. Media uploads (e.g., photos) were deferred until a strong connection was established, optimising performance.

Technical solution

The app was built natively using React to deliver a seamless offline experience. Key backend features included:

• Dynamics and SharePoint integration: Unified query and update capabilities to streamline data management.
  
  
• Custom LINQ query wrapper: Ensures that data queries are consistent and aligned with the system's structure, reducing the risk of unexpected behaviours or mismatches in displayed data.
  
  
• Headless CMS for support: A robust help section, built using Umbraco CMS, allowed admins to easily update guidance accessible both online and offline.  

The results

• Improved efficiency: Engineers now complete surveys directly on-site, significantly reducing data entry time and errors.
  
  
• Centralised data storage: All data is stored securely and consistently within Microsoft CRM.
  
  
• Enhanced user experience: Intuitive design and early user engagement to facilitate an easier transition.
  
  
• Seamless offline operation: Engineers can work uninterrupted in areas without internet, with data syncing automatically when a connection is available.
  
  
• Real-time insights: On-site recommendations enable more informed conversations with clients, streamlining decision-making.