Case Study: Day Wireless

A Smarter Approach to Field Service Management

Day Wireless Systems has long been a leader in telecommunications solutions, but like many companies with a large field service component, managing technicians, tracking billable hours, and keeping payroll accurate posed major challenges. Before implementing Shepherd CMMS, technicians found themselves stuck in a frustrating cycle of redundant data entry. Every workday, they logged their hours twice—once in Shepherd for service tracking and again in payroll—which inevitably led to discrepancies, accounting errors, and unnecessary administrative work. It was clear that a more efficient system was needed.

When Day Wireless made the move to NetSuite as their core accounting software, they knew they needed a field service management solution that would integrate seamlessly. That’s where Shepherd CMMS came in.

How Shepherd CMMS Became the Backbone of Field Operations

With Shepherd CMMS fully integrated into their operations, Day Wireless technicians now have everything they need in one place. Instead of juggling multiple platforms, they enter their hours directly into Shepherd, which then pushes the data straight into payroll. This small but crucial change has eliminated errors, streamlined processes, and saved the company a considerable amount of administrative time.

Beyond time tracking, Shepherd has also transformed how technicians manage service orders. Each technician gets their assignments through the mobile app, where they can see job notes, customer history, and all necessary project details. Whether they’re using an Android, iPhone, or Windows desktop, they have instant access to everything they need to complete a job efficiently.

Scheduling has also improved. The Planner Board module has become a vital tool, allowing managers to allocate technicians effectively, track their progress, and ensure that the right people are on the right jobs at the right time.

The Impact: Time Saved, Errors Reduced, and Productivity Boosted

The benefits of Shepherd CMMS have been noticeable across multiple areas of the business. For one, time tracking is now seamless. By removing duplicate data entry, payroll errors have virtually disappeared. Technicians no longer have to spend extra time fixing mismatched records—what they enter in Shepherd is what gets processed. This also means administrators aren’t wasting time reconciling discrepancies, allowing them to focus on more valuable tasks.

For technicians in the field, the ability to check schedules, access job details, and log time in one system has made their day-to-day work significantly easier. They arrive at a job knowing exactly what needs to be done, and they can close out tasks efficiently without extra paperwork or follow-up.

No system is without its growing pains. However, disruptions are short-lived—typically lasting no more than 48 hours—and Shepherd’s support team is always on hand to provide assistance. To minimize these interruptions, Day Wireless is shifting to a quarterly update schedule, reducing the number of large system changes technicians need to adapt to at any given time.

Looking Ahead: What’s Next for Day Wireless and Shepherd CMMS?

Day Wireless isn’t done fine-tuning their Shepherd CMMS experience. The company is currently working on several refinements, including automation to prevent time entry errors, such as restricting punches to a 24-hour window. They’re also exploring ways to leverage the Planner Board further, making scheduling and project management even more efficient.

While there’s always room for improvement, the relationship with Shepherd has been a positive one. The team at Shepherd is known for being responsive and thorough, ensuring that any reported issues are either fixed or earmarked for development. One minor challenge has been the time zone difference—Shepherd’s team is based in the Netherlands, while Day Wireless operates in the United States. This occasionally means a one-day delay in back-and-forth communication, but for major updates, Shepherd makes sure to have someone available during U.S. hours to provide real-time support.

Final Thoughts

For Day Wireless, Shepherd CMMS has proven to be more than just another software solution—it’s an integral part of their operations. By streamlining time tracking, reducing administrative work, and improving field service management, Shepherd has helped Day Wireless operate more smoothly and efficiently.

Kyle Staley, who has been working closely with Shepherd, summed it up best: “We enjoy working with Don and his team. They’re always responsive and willing to do what it takes to make Shepherd work for our needs.” With continued improvements and a strong partnership, Day Wireless is confident that Shepherd CMMS will remain a key part of their success for years to come.