// Problem
The challenge
A field services contractor was creating tickets manually in three different systems for every customer call — duplicating data, missing handoffs, and losing track of partial repairs that came back as warranty issues.
// Solution
What we built
A workflow engine that turns every inbound call, SMS, or web form into a single ticket of record. The ticket flows through assignment, parts ordering, scheduling, technician dispatch, and customer notification — without any manual data entry.
- Auto-assignment by geography, skill, and current load
- Parts checking against a real-time inventory feed
- Customer SMS confirmation at every transition
- Daily reconciliation against the billing system
// Outcome
Results
Manual ticket entry was eliminated — the dispatch team was redeployed to higher-value work. Warranty re-work dropped because every previous visit's notes follow the customer record automatically.
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