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09 / Software / Automation
Intelligent Service Operations Platform
Customer requests, scheduling, assignments and status updates were managed through a mix of forms, messaging and spreadsheets. We built a production platform that became the operational layer connecting the entire service workflow.
44%fewer manual coordination actions per request
3.1 minaverage request‑to‑assignment time
99.3%successful workflow execution rate
What we built
A system designed around the actual work.
- Multi‑user operations platform
- Role‑based access
- Customer and request management
- Scheduling and assignment logic
- AI‑assisted request classification
- Automated notifications
- Escalation rules
- Reporting and APIs
How it works
From input to action through one connected flow.
01
RECEIVE
Capture a new request through the platform
02
UNDERSTAND
Classify and structure the work automatically
03
ROUTE
Assign work using rules and availability
04
MANAGE
Track execution from request to resolution
Delivery scopeSolution architecture, workflow design, AI integration, application engineering and production implementation.
TechnologyReact · Node.js · PostgreSQL · REST API · AI classification · n8n
Measured outcome
Operational work became visible, measurable and easier to scale.
The workflow moved into one production system with auditable status changes and automated handoffs. Staff could manage exceptions instead of coordinating every routine request manually.