Customer portal for an installation company

The challenge

Jobs came in by phone, email and WhatsApp. The planner tracked them in an Excel sheet that only lived on his laptop. Technicians wrote down hours on scraps of paper, which were retyped at the office for invoicing. Errors seeped in everywhere: hours that were never invoiced, addresses copied incorrectly, customers calling to ask when the technician would finally arrive.

Everything existed three times in three systems. Administration cost the office two full days a week, and invoices only went out weeks after a job was finished.

Our approach

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

• Jobs in one inbox. Customers submit a job via the portal; phone calls and emails are logged in the same place by the office. Nothing gets lost anymore.
• Scheduling on one screen. The planner sees each technician's week, moves jobs around, and the technician sees his route directly on his phone.
• Time tracking on site. The technician clocks hours and materials directly in the portal — the note in the van is a thing of the past.
• Invoicing integration. When a job is completed, the approved lines automatically go to the accounting package as a draft invoice. All that remains is checking and sending.
• Customers follow along. Every customer sees the status of their job and the scheduled appointment. The number of "when will you arrive?" calls plummeted.

We delivered in short sprints: after four weeks the jobs module was already live, scheduling and hours followed two sprints later. That way the team could simply keep working while the portal grew.