How Englewood Residents Booked Smart Meter Appointments in Just Five Clicks
In 2024, the City of Englewood, CO, began upgrading its smart metering infrastructure. Most of the meters slated for replacement were located in basements and required appointments with residents. The challenge was to schedule these appointments quickly and without relying on a call center.
Project: Smart Meter Rollout
Solution: Field Service Management for Smart Meter Deployment
Key Feature: Appointment self-scheduling module
Location: City of Englewood, Colorado
35% appointments in 10 days
100% automated scheduling
5 months to complete phase one
Appointment booking for technicians' access challenge
The City of Englewood needed to upgrade its AMI system of 10,000 endpoints: some meters required full replacement with new smart meters, while others only needed retrofitting, and more than half of the locations required access into residences to perform an installation.
Englewood is a municipality in Arapahoe County, Colorado, just south of Denver. Founded in the mid-1800s as a stop for gold rush prospectors heading to California, Englewood has grown into a vibrant community with diverse residential and commercial neighborhoods. As of the 2020 Census, the city's population was around 33,659.
For this project, D&B Utility, Core & Main, and Fieldman teamed up. Fieldman's role was to provide a single solution with scheduling, dispatch, and a field service app for AMI deployment. D&B Utility — an ambitious, lean, and efficient company — has been responsible for installations. From the beginning, D&B Utility didn't want to rely on a call center or back-office staff for manual work. Instead, they chose Fieldman to automate the entire process — from scheduling to billing integration.
Another challenge was the need for a fast project kickoff. Due to funding constraints and city timeline requirements, the solution had to be fully set up, tested, and appointments scheduled within just one month.
The solution: smart scheduling in action
Fieldman's approach uses a self-scheduling module that lets residents book appointments with technicians on their own. The module is fully integrated with the Fieldman platform, so scheduled appointments appear in the system as soon as a resident selects a time when they can provide access to their home.
D&B printed and distributed door hangers with a QR code. From there, the process was simple: residents scanned the code, chose a day and time that worked for them in just five clicks, and received an SMS with confirmation.
Fieldman offered a single solution — one platform with carefully configured flows that mirror business operations. By comparison, the industry standard is to use separate scheduling software, which often can't be adjusted for blackout periods when meters can't be replaced. On top of that, utilities face the added challenge of manually loading those appointments into a work order management system.
Fieldman even eliminated the need for a code or ID confirmation — something that is typically required in a meter replacement notification letter. Instead of asking residents to enter an ID or code, Fieldman verifies whether a residence is scheduled for a new meter installation and then allows the resident to book an appointment directly.
Fieldman's smart availability calendar was tailored to D&B's resources — factoring in working hours and technician capacity. Residents could only choose from times that were truly open, eliminating double bookings and scheduling conflicts. The app even directed residents toward the days that worked best for the D&B Utility team, keeping the schedule balanced and the crews efficient.
The Fieldman team set up a system with a scheduling module and created a QR code that led residents to the appointment mobile app. The project kicked off in July 2024.
The result: finishing phase one fast and fully booked
Within the first 10 days, 35% of appointments were already booked. Using Google Analytics, the Fieldman team tracked visits to the scheduling app and gained a crystal-clear view of how residents moved through the process.
"We saw the biggest spike after work hours — that's when people finally had time to plan and book their installation," says Vlad Kravchenko.
The first active phase of meter installations was completed in just five months. After that, D&B Utility handled meters that needed special attention, such as lid cuts or curb stops.
By replacing the traditional call center approach with Fieldman's self-scheduling module, D&B Utility kept technicians fully booked, avoided scheduling conflicts, and eliminated the burden of manual data entry. This allowed the team to focus entirely on installations rather than back-office work. Residents, meanwhile, appreciated the convenience of booking on their own schedule.
In the end, D&B Utility completed the project on time and under budget — setting a new benchmark for efficient, resident-friendly smart meter deployments.
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