How Honeywell Runs Winnetka's Meter Program on One Platform — 98% of Appointments Self-Booked
Honeywell took a new approach to the Village of Winnetka's electric and water meter exchange: one platform for call center, dispatch, meter access, quality review, and inventory, with residents booking their own water meter appointments. With more than 9,000 accounts spanning electric meter exchange, water meter exchange and retrofit, and resident scheduling, Honeywell needed its call center, dispatch, field, and quality review teams working from the same live data. Fieldman delivered efficiency gains across every one of those teams — well beyond the standard work order management a typical platform covers.
Project: Combined Electric & Water Meter Exchange Program
Vendor: Honeywell
Solution: Fieldman WOM Platform, self-scheduling appointment module
Key Capabilities: Unified call center, dispatch, meter access, QA, and inventory; resident self-booking with dynamic scheduling
Location: Winnetka, Illinois
98% of water appointments booked by residents
9,254 work orders in one system
6 functions on the same live data
Problem: Most meter programs split departments across separate tools
Winnetka's program covered 5,028 electric accounts and 4,226 water accounts, split between exchanges and retrofits and organized into three install cycles with three different field workflows and more than 30 field routes. In most programs this size, call center booking, dispatch routing, quality review, and inventory tracking each live in their own system or process, with data passed around in emailed spreadsheets. That setup gets the job done, but information lags between teams and errors creep in: dispatch doesn't immediately see what the call center just booked, field technicians don't hear about last-minute cancellations in time, QA works from an outdated report instead of the live work order, and project managers have to reconcile numbers across systems just to track down a lost meter. Honeywell wanted those functions connected on one platform instead of coordinated by hand.
Solution: Every team working from the same live picture
Fieldman gave Honeywell one platform where every team — back office, call center, and field crews — works from the same work orders. It also automated the routine hand-offs that used to eat up back-office time: booked appointments flow straight to dispatch, skipped visits go back into the queue on their own, and inventory updates as meters are installed.
Dispatch. All 9,254 electric and water work orders sit in one dispatch view, organized by status, route, and cycle. Dispatch always has an up-to-the-minute picture without waiting for updates from another team.
Resident self-booking. Residents schedule their own water meter appointments directly through Fieldman's self-booking module. Dynamic scheduling runs under both booking paths, matching available technicians to open calendar slots, so appointment supply stays aligned with actual field capacity. Every booked slot appears in dispatch the moment it's created, with no hand-off between call center and dispatch.
Call center. For residents who don't self-schedule, agents book appointments using account lookup and a live availability calendar.
Job site access. Meter location access handles properties that need special coordination. When a visit doesn't close, skip tracking logs the reason — wire issues, obstruction, locked gate, cannot locate, and others — and automatically puts the account back in the queue instead of letting it fall into a gap between teams.
Quality review. Completed installs go straight to quality review, with separate approval queues for electric and water. QA checks the same work order a field technician just completed, without a delay.
Inventory. Every electric and water meter manufacturer and model is tracked live from available to installed, so dispatch, QA, and management see the same stock numbers.
Reporting. Route, cycle, and area saturation reports pull from the same dataset, giving Honeywell program-wide visibility without reconciling data across tools.
Support. Some specifics of the Village's meter infrastructure only surfaced after launch. Fieldman's support team adjusted the platform on the fly to fit them — and to match how Honeywell's teams actually work.
Results so far: One program, not multiple disconnected solutions
98% of water appointments booked by residents themselves — calls the call center never had to take.
3,557 of 9,254 work orders completed, with 263 more already scheduled.
Only 151 accounts skipped, each with a logged reason and already back in the queue.
The bigger shift is operational. With the call center, dispatch, quality review, and inventory all on one platform, a resident's booking shows up in dispatch instantly, a completed install reaches QA instantly, and a meter pulled from inventory is visible to management instantly. A project manager gets route-by-route visibility across the whole program in one place, and residents get the same booking experience whether they self-schedule or call in — all on infrastructure Honeywell didn't have to build or stitch together itself.
Explore how you can streamline operations with Fieldman platform
Book a Demo
