Portfolio · Managed IT services · small firm
Five subscriptions replaced by one system the firm owns.
Time, dispatch, tickets, customer records, and billing were spread across several subscriptions. Nothing agreed, and every invoice run started with reconciling them by hand.
The work
What we built, and why
The problem
The firm is a small managed IT services provider. Its operations ran on several subscriptions: one for time, one for tickets, one for customer records, and spreadsheets in between. Each had its own list of customers, and none of them agreed.
Every invoice run began with reconciling those lists. Hours were missed, rates were applied from the wrong agreement, and the owner could not see profit by customer without an afternoon of exports.
What we built
The platform is one system of record for the whole operation. Technicians log time against tickets and projects, from the web or from native phone apps. Dispatch sees the schedule, the on-call rotation, and who is out.
The help desk carries service-level timers and satisfaction scores. AI drafts a first reply to each new ticket, and a technician sends or discards it. Customer records hold the agreements that billing reads from.
Billing checks every entry against the agreement and the rate that applied on that date. Only then does it push to the accounting system. The platform replaced the subscriptions it was built to replace, and it has shipped weekly since it went live.
The screens
What the people using it see.
Drawn illustrations with sample figures. They show the layout and the measures, not the client's data.
The result
What changed
The firm closes each billing period from one system, and the audit catches mistakes before an invoice is sent. Technicians log time from their phones, and the subscriptions it replaced were cancelled.
More work
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Client names and client data are withheld. Every screen on this page is an illustration drawn with sample figures, not a screenshot of a live system.
Your turn next
Start with a written assessment.
Each of these projects was scoped from an assessment of the systems the company already ran. The assessment is yours to keep either way.