Business Problem

The company tried to manage a growing flow of service requests from different types of customers. It was challenging to track the progress and assignments, monitor the bottlenecks in processes and take important business decisions because of the lack of data

01.
No option for customers to track their orders
02.
Non-scalable current order management solution
03.
A big number of employees without a robust order management approach
04.
Delays in customer service

Solution

The solution was to build a scalable system where every customer could place and track their orders and communicate with vendors. In contrast, vendors and top management can easily navigate, reassign, manage all the work orders, and track the overload of their employees via comprehensive reports.

Our team covered all the company business processes in one solution by combining a self-service module for the end customers and a multi-layer system of permission access control for the internal team. Team members had an opportunity to track orders on the map, generate and export workload reports and filtered order lists, set up notifications for important business triggers.

key features

Insightful Reports and analytics:

Insightful Reports and analytics:

With flexible and customizable reports, every team member, from employees to top managers, can find all the necessary information to inform their business decisions.

Availability of self-service module for end customers:

Availability of self-service module for end customers:

Customers can place and track their orders, add comments and files for better communication with vendors

Communication and Notification center:

Communication and Notification center:

Customers and Vendors can communicate via comments and files attached to work orders. There are a bunch of emails and in-app notifications that the user can customize to fit specific needs.

User management :

User management :

Top management can easily add new team members or restrict access to the platform in a few clicks

Robust order management:

Robust order management:

Status tracking, filtering, assignment, and exporting capabilities simplify and streamline the service flow.

how it works

  • how it works
  • how it works
  • Admins set up a User Base structure including Clients list, Landscape Company specialists and their access permissions
  • Residents submit Work Order Request
  • Work Order goes through different stages of refinement, reassigning and approval among the Landscape Company specialists
  • Residents and Landscape Company specialists can track and edit their requests
  • All parties receive in-app and email notifications of Work Order status and changes
  • Top-management runs reports including Employee Performance, Work Order distribution and other customizable reports

Business value

The implemented system streamlines the entire service process, ensuring a smooth and practical experience for customers and service providers.

Key metrics we've improved:
Order processing times were reduced by 40%, significantly boosting productivity
Workload balance improvements led to a 20% reduction in employee overload
A 13% Net Promoter Score (NPS) increase indicates heightened customer loyalty and satisfaction.
business value business value

Technology Stack

Back-end

Back-end

  • back-end
  • back-end
  • back-end
Front-end

Front-end

  • front-end
  • front-end
  • front-end
  • front-end
  • front-end
Testing

Testing

  • testing
  • testing
  • testing
  • testing
Database >

Database

  • database
  • database
  • database
Integration

Integration

  • integration
  • integration
  • integration
  • integration

Services We Provided

Services We Provided
Project
management
Services We Provided
Business
analysis
Services We Provided
Solution
architecture
Services We Provided
UI/UX
design
Services We Provided
Frontend
development
Services We Provided
Backend
development
Services We Provided
Quality
assurance

Our Delivery Framework

Engagement 1

1 Engagement

Project Initiate 2

2Project Initiate

Solution Delivery 3

3Solution Delivery

Support & Monitor 4

4 Support & Monitor

Project Initiate 5

5Project Initiate

Engagement 6

6Engagement

    Commence Engagement Process
    • High-level estimate
    • Proposal
    • Readiness Assessment
    • SOW (Purchase Agreement)
    Formal Commitment to Proceed
    • Requirements Definition
    • Project Execution Plan
    • Project Schedule
    Formal Commencement of Project
    • Design Specification
    • Solution Documentation
    • Prototype (if needed)
    • System Test Plan & Cases
    • UAT Plan & Cases
    Post-launch Period Commencement
    • Acceptance Criteria
    • Implementation Review
    • Lessons Learned Review
    • Go Forward Plan
    Formal Maintenance & Support Agreement
    • Support Agreement
    • Support Case Documentation
    • Maintenance Request Register
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