Client type
A service business operating from several branches, where customers raise service requests and staff at each branch carry out the work. The client asked us not to publish their name.
The challenge
Each branch handled requests its own way. Some used registers, some used messaging groups, some used a shared sheet. Management could not answer simple questions without calling each branch:
- How many requests are open right now, and how old are they?
- Which branch or technician is overloaded?
- Which requests missed their expected completion time, and why?
- What did each branch actually deliver last month?
Requests also got lost between handovers, and customers repeated themselves when they followed up.
What we built
We built a single service and task management system used by every branch.
Service requests. Requests are logged once, with customer details, request type, priority and the branch responsible. Each request gets a reference number customers can quote.
Assignment. Branch managers assign work to staff based on availability and skills, and can reassign it with a reason. Workload views show who has what.
Tracking. Each request moves through clear statuses from logged to closed. Staff update progress from their phones, with notes and attachments, so the next person sees the full history.
Branch structure and permissions. Head office sees everything. Branch managers see their branch. Staff see their own tasks. Access is enforced on the server, not just hidden in the interface.
Reporting. Dashboards and exportable reports cover open and closed requests, ageing, branch and staff performance and request types, so management can see trends without collecting data by hand.
Notifications. Assignment and status-change notifications keep staff and managers informed without a separate messaging group.
Tech stack
Python (FastAPI) back end, PostgreSQL, a responsive web front end designed for phones and desktops, branch-level role-based access control, notifications and reporting dashboards with exports.
Outcome
The business now runs every branch on the same process, with one place to log, assign and track service work. Management has a live view across branches instead of collecting updates by phone, and handovers no longer depend on someone remembering to pass a message on. Figures are confidential, so we describe the outcome qualitatively.
Could this work for you?
If you run multiple branches, outlets or teams and coordinate work over messaging groups and spreadsheets, a system like this pays off quickly. See our custom software development service. If your current system exists but is slow or outdated, look at legacy software modernization.