From paper to 24-hour turnaround.
A regional services company serving 50,000 active customers across three countries replaced a 5–7 day paper workflow with an integrated operations platform — and turned its core process into a growth lever rather than a bottleneck.
Regional services company · four branches · three countries.
Intake, processing, decisioning, reporting, field mobile app.
16 weeks from kickoff to production.
Fixed price delivery, then ongoing retainer for operations.
From paper processes to 24-hour turnaround in four months.
The Client
A regional services company with 50,000 active customers and four regional branches, operating across three countries.
The Problem
Requests took 5–7 days, moved between departments on paper, and were re-keyed into three separate systems. Reports were assembled by hand in spreadsheets. Growth was capped by process, not demand.
What We Shipped
A full operations and servicing platform: a mobile app for field staff, automated decisioning and routing, digital document management, auto-generated reporting, and a real-time operations dashboard.
- 24h
- Processing time
from 5–7 days, end-to-end - –90%
- Paperwork eliminated
digital-first workflow - –40%
- Operating cost
annual baseline - +300%
- Throughput capacity
without new headcount
A single system end-to-end — from the field worker's phone to the back office.
We started with two weeks of discovery in all four branches. We sat with field staff as they filled out requests by hand, watched reviewers flip between three legacy systems and a shared drive, and joined the monthly scramble to assemble reports from exported spreadsheets. The process was not broken because people were careless — it was broken because no one had ever given them a system that matched the work.
We shipped the platform in four modules, rolled out over sixteen weeks. A staff-facing mobile app replaced paper: customer details, document scans, and declarations are captured on-site, signed digitally, and submitted to the processing queue in real time. A decisioning engine runs each request through a configurable rule set — validation, eligibility checks, policy overrides — and either auto-approves, rejects, or routes for human review within minutes.
Behind the front end, we built the back office: a servicing ledger that tracks every transaction and status change with full auditability; a document vault; and a daily reconciliation job that balances entries against the client’s finance system. Every report management needs — monthly composition, exception analysis, summary returns — now generates automatically from the same ledger, with a human-readable audit trail attached to each figure.
The platform lives on a hardened stack we use for all our operations work: a Go/TypeScript service layer, Postgres with logical replication to a read replica for analytics, event-sourced state for the decision flows, and the whole thing sitting behind our standard security-hardened network perimeter. We migrated 50,000 existing records over a weekend, reconciled every entry against the old system on Monday, and turned off the paper workflow by the end of that week.
Six months after go-live, the company is processing requests 5x faster on the same staffing, reporting takes a morning instead of a week, and exceptions have dropped because staff can act on warnings the same day they surface. We still operate the platform under a retainer and ship enhancements every sprint — this is not a system we handed over and walked away from, and that was always the point.
The six steps, as applied to this engagement.
Discovery in the branches
Two weeks of shadowing field staff and reviewers, interviews with the COO and operations leads, full requirements doc and architecture design.
Sprint 0 · Foundations
Cloud environment provisioned, CI/CD pipelines, repo structure, and mobile-app scaffold ready for the first feature sprint.
Iterative build
Six two-week sprints delivering intake, decisioning, servicing, documents, reporting, and admin in order of business risk. Weekly demos to the client team.
UAT & data migration
Dry-run migration of 50,000 records, parallel running for ten business days, report reconciliation against the old system.
Go-live · weekend cutover
Friday evening paper-system shutdown, weekend data migration, Monday morning staff on the mobile app. On-site hypercare for four weeks after.
Operate & evolve
Ongoing retainer: enhancement sprints every two weeks, 24/7 on-call for the core platform, quarterly roadmap reviews with the COO.
A similar story on your roadmap?
Book a 60-minute discovery call. We’ll walk you through what this build looked like week by week, and what the equivalent would be for you.