Raw

# FIELDBOOK ROLLOUT — Q1 EXTENSION RECOMMENDATION

**Recommendation: Extend Fieldbook to North and Islands in Q1, contingent on completing three system fixes before go-live.**

Fieldbook has been live in four regions for two quarters and has delivered strong operational gains in adoption leaders Central and East: overtime is down 12%, fuel costs are down 9%, and technicians now complete 5.3 jobs per day (up from 4.6). The business case for extending to North and Islands is favorable if adoption matches Central/East's pace; however, South and West lagged significantly. Analysis shows the difference is driven by three fixable gaps that recurred across regions because the program had no early-feedback mechanism to close issues between launches. Closing these gaps before launch will replicate Central/East's economics.

## Three mandatory prerequisites for launch

**1. Restructure onboarding to replicate fast-adoption pattern**

Central and East reached 80%+ adoption within six weeks. West achieved only 71% after nine weeks. Root cause: a single classroom training session left technicians hired after the course to learn the platform second-hand from colleagues, slowing uptake. Regional coordinators improvised shadowing arrangements to compensate, consuming an estimated 380 technician-hours of lost route time in South and West combined.

Fix: Finalize the onboarding plan before launch using the model that succeeded in Central/East — ongoing support and flexible shadowing rather than a one-time classroom session.

Payoff: Replicates the fast adoption curve, preventing the 380+ technician-hour workaround costs that slow regions incurred.

**2. Activate asset-register integration to close the highest-impact support gap**

Fieldbook does not receive equipment service history from the legacy asset register, so technicians open each job without knowing prior service or warranty status. This missing data drives 19% of all support tickets (escalations and repeat searches) and causes 9% of jobs to include unnecessary parts replacements — parts already replaced under warranty within the past year.

Fix: Prioritize the nightly export request to the legacy asset register team (currently in their backlog since month two). The vendor integration is complete and ready; it requires only internal data-coordination decisions.

Payoff: Eliminates the majority of support volume tied to missing data and prevents warranty-related parts waste.

**3. Configure billing-code mapping with vendor to eliminate manual rework**

Job-completion codes in Fieldbook do not match the invoicing system, forcing the billing team to re-key approximately 300 job records per week by hand. This introduces transcription errors visible to customers on invoices, required hiring a temporary clerk (£8,400 for two quarters), and creates a 2–4% weekly variance that finance reconciles manually at month end.

Fix: Assign an integration owner to configure the billing-code mapping table. The vendor has confirmed this is a 1-day setup requiring no additional development.

Payoff: Eliminates manual re-keying, reduces billing errors, and simplifies finance reconciliation.

## Financial case with these fixes in place

Central and East demonstrate the model: operational savings (12% overtime reduction, 9% fuel cost reduction) deliver £30k/month recurring benefit, exceeding the £13,500/month incremental licensing cost for new regions. Payback occurs within the second quarter of operation.

South and West reached break-even only because slow adoption extended payback to two quarters and generated unplanned labor costs (workaround shadowing). Without the three fixes above, North/Islands will follow West's pattern and the business case fails. With the fixes in place and adoption matching Central/East, the extension is financially justified.

## Next step

Approval to proceed with Q1 launch, with confirmation that these three actions will be prioritized, owned, and completed before go-live.