FileMaker Case Study

Service Company/Construction Sector

Case Study: Cableflo International

Cableflo International, a major player in structured cabling installation in Quebec, contacted Direct Impact Solutions, a specialist in custom application development, to modernize its customer service call tracking system.

The objective of this project was to optimize operational efficiency and simplify the management of customer requests using the Claris FileMaker platform developed by Claris International Inc., a subsidiary of Apple Inc.

About Cableflo International

Since its creation in 1992, Cableflo International has positioned itself as a leader in the field of structured cabling, meeting the needs of the commercial, industrial, and institutional sectors. Founded by Florent Picard, a passionate electrician and entrepreneur, the company was born from a desire to add to the service offering of Florent Électrique, created in 1987.

Today, Cableflo operates branches in Laval and Quebec City and is recognized for the quality of its installations across Quebec. Cableflo offers a turnkey service to customers, they also handle electrical and lighting work under the banners Florent Électrique Inc. and Fluoratech Service d’éclairage Inc.

Business Highlights:

Renowned clients: BMO, Scotiabank, TD Bank Canada Trust, Cégep Marie-Victorin, Collège Rosemont, Couche-Tard/Circle K, BGIS and Dollarama
Accreditations and partnerships: Holder of a license from the Régie du logement du Québec, Belden Authorized Partner

The Challenge

Despite success, Cableflo faced significant challenges in managing service calls, including:

A database management system, developed in 1997, that was still fully functional, but no longer met mobility needs
Manual processes for handling calls sometimes resulted in delays in communication, problem resolution and billing tracking
The need to modernize the IT system before the founder retires to ensure a smooth technological transition for the new generation

The Solution

To carry out this ambitious project, Direct Impact Solutions formed a multidisciplinary and dynamic internal team, focused on collaboration and adaptability, using an agile methodology. This team included the following members:

Designer: Responsible for the user experience (UX) and the graphical user interface (GUI), he ensured that the application was intuitive and pleasant to use.
Three Developers: Experts in FileMaker development, they took charge of the creation, integration, and testing of the application’s functionalities.
Quality Manager (QA): His role was to ensure that each functionality developed respected the defined quality standards, guaranteeing a reliable and efficient final solution.
Team and Project Director: Responsible for assignments, she ensured that resources were available throughout the project, work was carried out within the allotted deadlines, and that the quality of the final product met client expectations.

By working in an iterative and incremental manner, this team was able to quickly adapt to customer feedback and test results. This allowed for rapid adjustments to meet and exceed Cableflo’s expectations.

Timeline

Duration: 35 weeks
Total hours invested: Nearly 1300 hours

Using an agile methodology, the team was able to quickly adapt to changing priorities, delivering features incrementally and ensuring constant customer satisfaction.

Key Features of the New Solution

Service ticket creation and management: The desktop application allows administrators to create service tickets, which are then assigned to project managers.
Mobile optimization for iPhone: Using FileMaker Go, the application has been specially optimized for iPhones, in accordance with the customer’s choice for these devices. Project managers and technicians can manage calls in the field, receive notifications, and update information in real time.
Apple and Android mobile compatibility: Thanks to FileMaker Go and WebDirect, the application works on all mobile devices, including Apple and Android tablets. Designed to evolve, it allows interfaces to be adapted flexibly to meet the customer’s future needs.
Centralized dashboard: Allows for quick viewing of current, assigned, and closed tickets, with interactive filtering options for optimized management.
Real-time notifications: Integration with Twilio for sending SMS and emails ensures every team member is informed of new assignments and updates.
Archiving and exporting: Historical data can be viewed and exported in Excel format, providing an overview of trends and facilitating performance analysis.
Claris FileMaker technology: Developed with FileMaker, a Claris product owned by Apple, the application benefits from seamless integration with the Apple ecosystem, guaranteeing performance and security.
Simplified deployment: FileMaker Go provides an optimal user experience on iPhone and iPad, allowing technicians to easily access information they need while working in the field.

Results

Since implementing the system, Cableflo has seen a clear improvement in the management of service calls:

Reduced call handling time: Real-time tracking and instant notifications enable faster problem resolution.
Improved collaboration: The system strengthens communication between administrators, project managers and technicians, allowing for smoother coordination of interventions.
Increased customer satisfaction: With better call tracking and faster incident resolution, Cableflo was able to provide improved customer service.
Better resource management: The ability to track service call trends allows for more efficient allocation of human and material resources.

“Our new FileMaker application has profoundly transformed the way we work for the better. Integrating service calls into our system has allowed us to benefit from significantly increased tracking for each call, which has significantly increased our efficiency.

The work of our technicians, project directors, and managers has improved significantly, speeding up our processes and optimizing our organization.

Thanks to this system developed by Direct Impact Solutions, we now ensure much more rigorous monitoring, which allows us to respond more effectively to the needs of our clients while improving our internal management. We are fully satisfied with this solution and its positive impacts on our daily lives.“

—Benoit PicardAdministrative Assistant, Cableflo International

Conclusion

The solution designed for Cableflo International by Direct Impact Solutions has transformed service call management through the integration of modern technological solutions and process optimization.

This project, successfully completed, illustrates Direct Impact Solutions’ ability to design and deploy custom-made, scalable solutions that are perfectly adapted to the specific needs of clients.

By combining technical expertise and a personalized approach, Direct Impact Solutions proves a strategic partner to support companies in their digital transformation and help them reach new heights.

For Cableflo, this investment resulted in significant productivity gains, increased operational efficiency, and better customer satisfaction, strengthening its leading position in the structured cabling industry in Quebec.