IRSINA

Each order passed through several departments before it reached the customer: sales, then design and manufacturing, then installation. The status of each order was spread across separate spreadsheets and phone calls, so it was hard to tell which stage it had reached or why it was delayed.

The installation teams worked at customers’ sites with no single way to receive their tasks and record the work they had completed, while maintenance requests after handover arrived through scattered channels that were hard to track.

Together with the factory team, we started by analyzing the order journey, the production stages, and the rules for moving between them. Then we built a web system where branch management and head office manage orders and customers, and that tracks each order through the production stages, defining who is responsible for each stage and what has to be completed before the order moves on to the next one.

We also added a mobile app where technicians receive installation tasks and update each task’s status on site, and a portal where customers send support requests after handover. Each request reaches the relevant team, linked to the original order.