Customer portal for installer

The challenge

Orders came in via telephone, email and WhatsApp. The planner kept track of them in an Excel sheet that was only on his laptop. Technicians recorded hours on notes, which were retyped in the office for invoicing. Errors seeped in everywhere: hours that were not invoiced, addresses that were entered incorrectly, customers who called to ask when the technician was coming.

Everything was in three systems three times. The administration took the office two full days a week, and invoices were only sent out weeks after a job.

Our approach

Instead of another separate package, we built one portal that covers the entire process: precisely tailored to how this company works:

• Assignments in one inbox. Customers submit an order via the portal; phone calls and emails are recorded by the office in the same place. Nothing gets lost anymore.
• Scheduling on one screen. The planner sees the week for each technician, shifts orders and the technician sees his route directly on his phone.
• On-site time registration. The technician clocks hours and materials directly into the portal - the note in the mail is a thing of the past.
• Billing link. After completion of the job, the approved lines automatically go to the accounting package as a draft invoice. Just check and send.
• Customers are watching. Every customer sees the status of his order and the planned appointment. The number of "when are you coming?" calls plummeted.

We delivered in short sprints: after four weeks the assignment module was already running, planning and hours followed two sprints later. This allowed the team to continue working as the portal grew.

The faster invoicing is immediately reflected in the cash flow. And because hours and materials are now complete per assignment, even small work is no longer "forgotten" to invoice.