In the first phase, HiQ examined the usability challenges of the old app with service design methods. The user study consisted, for example, of field service technicians’ interviews, which helped to understand the core of the user experience.
The renewed app is built on the Frends integration platform that connects different data sources into a single view. The app allows receiving service requests and internal news, performing meter readings, and browsing property information. In addition, product orders made in the app are automatically updated in the work history and billing.
Oskari Mattinen, Head of Digital Development at PHM Group, appreciates the pleasant cooperation with HiQ.
We found common ground in app development and were able to express our goals and needs in the service design phase. HiQ excelled at communicating all findings to us. We were already active Frends users, so they thoroughly understood our system architecture.
Head of Digital Development, PHM GroupOskari Marttinen
With the app development, PHM Group aimed to improve their employee experience and strengthen operational excellence during constant growth and acquisitions. In the future, the app enables the acknowledgment of other business areas on top of property maintenance.
“The back-end system is role-based, so we can extend the app use to cleaning services or, for example, sales. In addition, we can further develop the user experience of field service technicians so that the app would allow organizing the work day”, Mattinen describes.
HiQ's Sales Manager, Stefan Sirkiä, estimates that custom apps built for employees are a current trend. They create a remarkable competitive advantage for business development and employer branding.
“Many jobs require moving around. By taking typical tasks such as receiving and documenting requests and bringing them to the app, work can become much more meaningful and efficient”, Sirkiä says.
When all data sources are combined, the information is always up-to-date and reliable.
“It is like a modern ERP (Enterprise Resource Planning) system on the go that brings ERP, CRM, order, and billing systems together. So every company gets a solution customized for its end users.”