Request & assign
A customer complaint becomes a service request that administrators can review and assign to a technician.
CASE STUDY / Service Operations / Business Software
MaintainHub
Complaint & Maintenance Management Platform
A service and maintenance management platform designed around administrators, technicians and customers. It brings complaints, assignments, customer locations, approvals, invoicing and reporting into one structured system.
CONTEXT
The business problem
Service operations involve more than logging a complaint. Requests need an owner, technicians need the right job details, and administrators need to connect work, approvals and financial records. Disconnected processes make that complete picture difficult to maintain.
THE SYSTEM
What was built
A shared service operations platform with distinct administrator, technician and customer experiences. Customer records and locations connect to service requests, while assignment, status changes, approvals and invoices keep the operational lifecycle in one place.
HOW IT WORKS
Key workflows
Track & approve
Teams follow the request status and manage approvals through role-specific workflows.
Invoice & report
Invoice and financial records connect completed work with reporting and exports.
ENGINEERING CONSIDERATIONS
Technical challenges
Different roles, one system
Administrator, technician and customer views need to expose the right actions while preserving consistent request information.
Connected operational records
Customers, locations, assignments and financial records need to remain connected as requests move through their lifecycle.
CAPABILITIES
Selected features
- Complaint and service request lifecycle
- Customer and technician management
- Multiple customer locations
- Assignment and status tracking
- Approval workflows
- Invoice and financial management
- Reporting and exports
- Admin, technician and customer experiences
- Mobile-friendly workflows
MY WORK
My contribution
My work on MaintainHub spans service workflows and the connected administrator, technician and customer experiences, including customer management, assignment, approvals, invoicing and reporting.
BUSINESS IMPACT
A more connected operation.
Brings customer requests, service teams, workflows and financial tracking into one structured system instead of disconnected manual processes.
PRODUCT VIEWS
Inside MaintainHub
MaintainHub overview: complaint management, service workflows and reporting
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LET’S BUILD SOMETHING USEFUL
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