Native Mobile App for Field Service Technicians with Offline-First Architecture
Utilities
What They Were Facing
GridPoint's 800+ field technicians relied on a legacy mobile app that required constant connectivity — a critical flaw when working inside substations, underground vaults, and rural locations with poor signal. Work orders were frequently lost, photos failed to upload, and technicians often had to drive back to an office to sync their data. First-time fix rates suffered because technicians lacked access to equipment history and troubleshooting guides in the field.
How We Solved It
We built a cross-platform mobile application using React Native with an offline-first architecture backed by local SQLite storage and background sync via AWS AppSync. The app integrates with Salesforce Field Service for work order management, asset history, and parts inventory. Technicians can capture photos, record signatures, complete checklists, and access equipment manuals entirely offline. When connectivity resumes, the app syncs automatically with conflict resolution logic. Push notifications alert technicians to schedule changes and urgent dispatches.
The Impact
Technicians with access to full equipment history and troubleshooting guides in the field resolved issues on the first visit 96% of the time.
Offline-first architecture with background sync eliminated the data loss that plagued the legacy app, with zero lost work orders since launch.
Technicians complete 31% more work orders per day with streamlined mobile workflows and elimination of office return trips for data sync.
Within 60 days of launch, 98% of field technicians were actively using the new app daily, up from 61% adoption of the legacy tool.
“Our old app was a running joke among the field crews — they called it 'the spinner' because it was always loading. The new app works in a basement, in a manhole, in the middle of a cornfield. Our technicians actually trust it now, and the numbers prove it. First-time fixes are up, callbacks are down, and we are completing a third more work orders per day.”
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