Case studies
Representative engagements demonstrating our approach to discovery, design, and custom software development.
Case Study
Field Service Operations Platform
Client: StellarField Services, regional facilities maintenance company with 45 field technicians across 8 locations.
The challenge
StellarField's technicians used a combination of paper, spreadsheets, and SMS to coordinate jobs. Office staff spent 3–4 hours daily reconciling information, creating manual job cards, and following up on completion times. The result: missed appointments, delayed invoicing, and frustrated customers.
Our approach
We started with deep research: observing technicians in the field, interviewing office staff, and mapping the full job lifecycle. We identified that the core problem wasn't just communication—it was that technicians needed offline functionality and the office needed real-time visibility.
We designed a mobile-first platform with offline capability, real-time job updates, photo capture for work completion, and integration with their existing accounting system. The design emphasized simplicity: technicians learn it in one training session.
Deliverables
- ✓ Mobile app (iOS & Android) with offline mode
- ✓ Office dashboard for dispatch and tracking
- ✓ Integration with QuickBooks accounting system
- ✓ Training materials and change management support
Outcomes
- ✓ 35% reduction in time-to-job-completion
- ✓ 94% adoption rate with technicians
- ✓ 50% fewer manual errors in job documentation
- ✓ 2 hours less daily overhead for office staff
- ✓ Improved customer satisfaction: on-time arrivals increased to 96%
"The difference was immediate. Our technicians actually use this. That's the best compliment we could give." — Sarah Chen, Operations Director
"Our customers aren't calling us to ask about quote status anymore. They just check the portal. That's a big shift for us." — Marcus Rivera, VP of Sales
Case Study
Self-Service Customer Portal
Client: Precision Equipment Group, commercial equipment supplier serving 400+ business customers.
The challenge
Precision's sales team was inundated with routine inquiries: quote requests, order status checks, invoice lookups, and delivery tracking. Each inquiry required a phone call or email, pulling salespeople away from strategic work. Customers were frustrated with response times.
Our approach
We designed a customer portal that put control in customers' hands. The portal lets them request equipment quotes, track order status in real-time, access invoices and delivery information, and manage their procurement history—all without talking to a salesperson.
Integration with their ERP system meant real-time data sync. The quote workflow was designed for both simple and complex requests, with automatic routing to the sales team for work that actually needed human attention.
Deliverables
- ✓ Self-service customer portal
- ✓ Integrated quote request workflow
- ✓ Real-time order and delivery tracking
- ✓ ERP system integration (SAP)
- ✓ Email notifications and customer support
Outcomes
- ✓ 60% reduction in quote turnaround time
- ✓ 40% fewer support inquiries handled by sales team
- ✓ 12% increase in quote acceptance rate (faster = more conversions)
- ✓ Customer satisfaction increased measurably in NPS surveys
- ✓ Sales team freed up for relationship-building and upselling
Case Study
Scheduling, Intake & Reporting Platform
Client: Zenith Professional Services, multi-location consulting firm with 80+ staff across 12 offices.
The challenge
Zenith's scheduling and intake process was broken. Consultants booked client calls directly in their personal calendars. Initial intake information was scattered across emails and spreadsheets. There was no unified view of client engagement, making it impossible to see who was overbooked or to bill accurately. Reporting was manual and took days.
Our approach
We designed a unified scheduling and intake system. Clients book appointments through a branded portal. Intake forms capture relevant information at booking time. Internal staff see real-time availability across all 12 locations. The system tracks billable hours automatically and generates reports on demand.
Critical feature: the system worked across different types of engagements (project-based, hourly, retainer) without forcing a one-size-fits-all workflow.
Deliverables
- ✓ Client-facing scheduling portal
- ✓ Intake form builder with custom workflows
- ✓ Internal scheduling & availability management
- ✓ Time tracking and billable hours reporting
- ✓ Multi-location staff coordination
Outcomes
- ✓ Eliminated manual scheduling errors completely
- ✓ 28% improvement in staff efficiency (less time on admin, more on billable work)
- ✓ Real-time visibility into who's available across all locations
- ✓ 5 hours saved weekly on reporting and manual data entry
- ✓ Client experience improved: 94% of clients use the booking portal immediately
"We finally have real-time insight into who's working on what. We made better staffing decisions in the first month than we had in a year." — Jennifer Walsh, Founder
What these projects have in common
Deep discovery first
We spent 2–3 weeks understanding workflows before designing anything. This prevented false starts and shaped better solutions.
Adoption designed in
Each product was tested with actual users and refined for ease of use. That's why adoption rates exceeded 90% in every case.
Results, not features
We focused on measurable outcomes: time saved, errors eliminated, revenue improved. That alignment with business goals drove success.
Your story could be next
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