Case study - Field service


When David Calipari took on the role as Divisional Accountant at 1st Care, Rinnai – a global company that creates arguably the world's most advanced heating and hot water systems – one of his first tasks was to investigate solutions for a new job management system.


An integral part of the Rinnai mission is the alignment of the company's business processes to deliver on its customer promise.  It was paramount Rinnai implement a job management system that maintained the company's core values of putting the customer first, exceeding expectations, excellence and innovation. 

"We needed a job management system with the capabilities to administer both service and installation jobs.  The requirements were to schedule jobs to contractors, have the capability to invoice for works if a job was chargeable and to pay contractors for their services.  This also required the creation of relevant documents, job sheets and tax invoices.  Once all this could be done inside the job management system, the requirement was for all the transactional data to integrate into our ERP and BI systems," says Calipari. 

While the challenges were all substational, perhaps the greatest challenge was the exceedingly tight timeframe necessary to meet the winter product roll-out through their subcontractor network across Australia.

The winter roll-out is of utmost importance to the business.  If an automated system could not be put in place by the April deadline, including acceptance testing, staff training and integration with the Oracle E1 financial system, the system would have to be deferred for a complete year to avoid business risk. 

A twelve-month deferral would also mean a further year running manual and semi-automated processes. 

The configuration of the new system commenced just five months prior to the deadline.

"What was able to be delivered in that timeframe was phenomenal," confirms Calipari. "The interaction with the team was impressive.  All requirements were looked into and they would spec the solution and use relevant testing techniques to ensure it met our expectations. They did go the extra mile."

Since rollout Rinnai have found the system easy to manage.  It is a smart yet simple tool for large asset deployments that enables timely and efficient management of jobs.  It delivers multiple administrative efficencies by enabling contractors to log in to the portal and complete administration themselves, and the seamless interface with the existing ERP systems means all transactional and financial information can be better managed.


  • Efficiency - automated processes and contractor portal streamline administration labour and costs
  • Cohesiveness - provides one accessible, user-friendly platform for all providers
  • Control - technical and financial management enhanced by better integration of data
  • Customer focus - enhances customer experience through improved responsiveness and timeliness