Situation

Macomb Sales & Service supports high-urgency service calls across commercial environments, including food service, healthcare, senior living, hotels and schools. Repeat calls and multiple stakeholders often reported the same issue, which created duplicate work and scheduling noise.

That led to two core problems:

• Duplicate work orders: repeat requests created ~1–2 duplicate work orders per week.
• Slow history + parts visibility: equipment service history and part availability weren’t reliably connected, making it harder to answer questions like “what’s been done here before?” quickly.

They also stock a large quantity of OEM parts and rely on speed to restore operations. The back-office system needed to match that reality.

Solution

ProsperSpark implemented a centralized Airtable system that ties together:

• • Work orders (intake, scheduling, statuses, billing-ready queues)
  • Customers + locations
  • Equipment records + service history (nearly 5,000 equipment records)
  • Inventory (about 3,000 parts across the shop and trucks)
  • Technician-facing portals to update jobs from the field

How the workflow runs now

• • Intake + de-dupe: Office logs inbound requests and checks for duplicates before dispatching.
  • Dispatch: Scheduler assigns work orders to technicians each day.
  • Field execution: Techs open their queue in an Airtable portal, review equipment details/history, and record work completed.
  • Parts capture at closeout: Techs select parts used and quantities during closeout.
  • Inventory stays accurate: Parts are reduced from the right location (truck or shop).
  • Billing-ready output: Pricing is already attached. Completed work orders move to a billing-ready queue for the office.
  • Waiting on parts: A “waiting on parts” status tracks delays and supports quick follow-up job creation once parts arrive.

Results

Higher first-visit completion (Operational impact)

Techs can check parts availability (truck or shop) while on-site. If the part is available, they can often complete the repair the same day instead of ordering parts and returning later. (Operational outcome based on the new workflow; exact % not provided.)

Duplicate work orders nearly eliminated (Estimated)

Duplicate requests used to create ~1–2 duplicate work orders per week. Now it “almost never” happens. (Estimate provided by client.)

Faster, cleaner invoicing (Workflow impact)

Previously, the office had to look up parts used to price invoices. Now technicians select parts and quantities during the work order update, and the office has pricing ready for invoicing.