Case Study: On-Site Job Automation Suite

Overview

To boost operational efficiency and elevate the quality of on-site job completions, our client - a UK-based company specialising in end-to-end IT management - sought to modernise workflows for their engineers and support teams. The project focused on automating critical documentation processes and improving visibility throughout the job lifecycle. Through the strategic use of automation and AI, manual effort was significantly reduced, and reporting consistency and communication were greatly enhanced.

Background

As a leading provider of managed IT services, our client regularly deploys engineers to client sites to deliver technical solutions, including broadband, WiFi, telephony, CCTV, and POS systems. Previously, their processes relied on manual documentation: engineers recorded closure notes, captured photos, and submitted reports by hand. This approach often resulted in errors, delays, and inconsistencies. With operations expanding, the need for a more efficient, automated system became essential to maintain service quality and streamline workflows.

Challenges

Several key challenges impacted operational efficiency and service delivery:

• Inconsistent and Time-Consuming Documentation: Manual processes led to unreliable and slow completion of closure notes.
• Limited Real-Time Visibility: The lack of live tracking made it difficult to monitor job progress and status.
• Error-Prone Data Entry: Manual input frequently caused inaccuracies and delays.
• Lack of Centralised Reporting and Analytics: Data fragmentation hindered performance monitoring and informed decision-making.
• Inefficient Communication Channels: Disjointed communication between engineers, management, and customers often caused misalignment and delays.

Solution

Our client undertook a comprehensive digital transformation to address these challenges. The solution included:

• Automated PDF Generation: Closure notes, complete with embedded photos and job details, were generated automatically.
• AI-Assisted Text Refinement: ChatGPT was integrated to refine and standardise free-text closure notes, ensuring clarity and consistency.
• CRM Integration: Seamless connection with the CRM system enabled efficient management of invoices, timesheets, and product data.
• Customer Portal: A user-friendly portal was developed, allowing clients to submit support tickets and track job statuses in real time.
• Secure Remote Access: A VPN-based solution provided staff with fast, secure access to backend systems.
• Advanced Reporting: Metabase dashboards delivered intuitive, self-service analytics for performance monitoring.
• Enhanced UX/UI: Streamlined workflows and an intuitive interface improved the overall user experience.

Technology Stack

The solution was developed on a robust open-source stack, supporting automation, integration, and real-time data processing:

• PostgreSQL: Ensured scalable, reliable data storage.
• PHP: Handled server-side scripting, API calls, and CRM integration for smooth backend functionality.
• Node.js: Acted as an asynchronous wrapper to render PDFs and surveys efficiently.
• Metabase: Provided data visualisation and reporting tools for stakeholders.
• WireGuard: Enabled secure, encrypted remote access for staff.
• Docker: Facilitated consistent, efficient deployments across environments.
• ChatGPT API: Enhanced communication and decision-making through natural language processing.

Results & Benefits

The transformation delivered measurable improvements:

• 36% reduction in manual effort for closure notes.
• 46% faster invoice processing, thanks to automated data import and PDF generation.
• Improved data accuracy through AI-assisted text refinement.
• Enhanced job visibility with centralised, real-time performance tracking.

Impact

The integration of automation and AI delivered transformative results for our client:

• Operational Efficiency: Engineers spent less time on administrative tasks, allowing them to focus on delivering high-quality technical support and solutions.
• Enhanced Communication: Real-time generation of accurate, polished closure notes improved transparency and alignment between internal teams and external clients.
• Data-Driven Decisions: Centralised reporting and analytics provided valuable insights, enabling proactive performance monitoring and continuous process improvement.
• Scalability: The automated system supported seamless growth, ensuring service standards remained consistent even as operations expanded.
• Customer Satisfaction: Faster response times, clearer communication, and real-time job tracking strengthened client trust and satisfaction.

Conclusion

By modernising their on-site job completion process, our client achieved a more efficient, accurate, and customer-centric workflow. The initiative not only reduced administrative burdens but also strengthened their ability to scale services while maintaining exceptional standards.

* The testimonials on this page are paraphrased and based on client feedback. Names, roles, and identifying details have been removed to protect confidentiality.