The best way to see how things are used in real life? Find the people who use them. Or in our case – join them in the field.
Recently, MSI Data made a valuable visit to our longest-standing client, Total Energy Systems, to observe how their field technicians are using Service Pro in real-world conditions. Learn more about Total Energy’s story with Service Pro by visiting their case study here. Let’s hear firsthand about the experience:
“The ride-along was coordinated by Weston—thank you again for making that happen—and carried out in the field with Will, who offered a detailed walkthrough of how the system supports him throughout the day.
From the start of the shift, Will began by reviewing his assigned jobs in the Service Pro mobile app. He quickly accessed key information like job type, service history, customer details, and equipment records—all before leaving for the first site. Throughout the day, Service Pro remained the central hub for managing every aspect of the work: checking in on-site, entering notes, attaching photos, recording parts used, updating job status, and capturing customer signatures at completion.
Seeing this process firsthand made it clear how embedded Service Pro is in the daily routine. Will was able to stay productive without having to switch between tools or rely on paper-based processes. Each job followed a consistent digital flow that ensured accurate documentation and efficient communication with the back office.
The ride-along also highlighted how field technicians are not just completing work—they’re actively managing data quality. Will took time to make sure notes were detailed, photos were clear, and job records were complete. It was evident that techs like him take pride in using the system to maintain professionalism and accountability on every call.
This kind of direct field experience is invaluable. It provided a clear picture of what’s working well and how the system supports the service team’s day-to-day execution.”
Observations like this are essential to understanding the realities of fieldwork and how Service Pro is used where it matters most. With field visits like these, we’re able to gain a deeper understanding of how to best help Service Pro users and cntinue to improve the solution.
Thinking about how Service Pro could be making your day easier? It’s time to take action. Explore our capabilities here and envision your profitability going up, up up… start here.
