From Manual Bottlenecks to Seamless Operations: How DSL Northwest Transformed Field Service with Praxedo

Can you describe DSL Northwest and who you serve?

DSL Northwest is a distributorship. We serve customers like McDonald’s, Jack in the Box, KFC, pretty much anyone that has restaurant equipment. We specialize in service, parts, and sales.

Why were you looking for a solution in the first place and what results have you experienced?

We needed a solution to create operational efficiencies for both our scheduling dispatch team and our field technicians.

Prior to Praxedo, we used FieldConnect, which lacked the reporting tools and functionality we required. Features like Praxedo’s SmartScheduler and highly customizable reporting immediately set Praxedo apart. Our previous system created widespread friction across dispatch and billing, but Praxedo delivered far greater efficiency than our old software could handle.

During our evaluation, Praxedo stood out for its flexibility. We can build custom reports tailored to our exact needs. Additionally, the bi-directional integration between Business Central (our ERP) and Praxedo is significantly superior to our previous solution. Since implementation, we continue to unlock efficiencies across our entire workflow.

What specific operational challenges were you running into with your previous system?

Efficient scheduling was our primary concern. SmartScheduler resolved this by giving us real-time, map-based visibility instead of forcing dispatchers to cross-reference calendars, static addresses, and external mapping tools.

Reporting was also highly manual. We had to export spreadsheets and manually analyze data, meaning the information was often outdated by the time it was reviewed.

These reporting delays directly impacted our Service Level Agreements (SLAs). At DSL Northwest, we pride ourselves on exceptional customer service. Falling behind on SLAs and failing to meet our internal standards—and our customers’ expectations—was a major operational risk.

Why did you choose Praxedo over other solutions?

We chose Praxedo primarily for its customization and robustness compared to other platforms on the market. SmartScheduler and customizable reporting were the deciding factors. Seeing how easily we could tailor reports to fit DSL’s specific business model made the decision clear.

The integration architecture was another key factor. Praxedo’s connector allows workflows to originate in our ERP and push seamlessly to Praxedo. Previously, work had to originate in the field service app and push back, which caused friction. Starting in the ERP has dramatically accelerated our invoicing cycle.

How has the mobile app and scheduling features impacted your field technicians and daily operations?

The mobile app has been transformative due to its configurability. Feedback from our field technicians has been overwhelmingly positive—it has made their daily work significantly easier.

We have strict compliance requirements and mandatory questions for manufacturers and customers. We built custom digital work orders in Praxedo that require technicians to complete necessary fields before moving forward. By automating these workflows, we removed the administrative guesswork for our technicians so they can focus on what they do best: fixing equipment.

From a dispatch perspective, required forms and documents no longer need to be manually attached or emailed. Everything populates automatically when a job is scheduled, eliminating four or five manual steps per work order and enabling technicians to complete jobs much faster.

What are the main results and overall benefits you’ve experienced since launching Praxedo?

The deployment was a huge relief. It was easily the smoothest software launch I’ve managed—our systems experienced zero downtime, and we were operational immediately.

The primary problem Praxedo solves is enterprise-wide efficiency. Dispatch operations are faster, and reporting is cleaner and more immediate without having to consolidate data from disparate systems. Our dispatchers enjoy using the web interface because it offers far more capability than our previous platform.

I would strongly recommend Praxedo for its versatility. It modernized our operations from legacy, paper-heavy processes into a current, feature-rich environment. I have already recommended it to several industry peers.