Recent work

Challenge

Northfield dispatches 50+ field service technicians across a three-state region. Their dispatch process relied on spreadsheets, phone calls, and manual reassignments. When a technician cancelled, reassigning jobs to other schedules was chaotic and error-prone. Route planners spent 2-3 hours daily on reassignments.

Approach

We started by shadowing the dispatch team for a week—watching how they actually made decisions, handled edge cases, and worked through the afternoon chaos when jobs got rescheduled. We mapped the actual decision tree: which technician to reassign based on location, skills, current load, and commute time. We prototyped a dispatch interface that surfaced this decision logic instead of hiding it in a spreadsheet.

Key Features

• → One-click reassignment with intelligent suggestions
• → Real-time technician location and availability
• → Job-to-technician matching by skills and location
• → Route optimization to reduce travel time
• → Mobile app for technicians to see live schedules

Challenge

Morrow Ledger processes accounts for 200+ mid-market companies. Their month-end close involved identifying exceptions, resolving them across multiple systems, and generating compliance reports—all manual work spread across three teams. Exceptions caused delays, and cross-team handoffs created errors. Month-end took 5 days of intensive work.

Approach

We interviewed teams across accounting, operations, and compliance to understand the exception-resolution workflow. Where were exceptions coming from? How did teams discover them? What information did they need to fix them? We designed a unified workflow hub where exceptions surface automatically, teams can collaborate on resolutions, and the system tracks what was fixed and why.

Key Features

• → Automated exception detection across all connected systems
• → Unified dashboard for all open exceptions
• → Workflow state tracking for each exception
• → Audit trail for compliance requirements
• → Integration with general ledger and bank feeds

Challenge

Harbor & Pine is a regional wholesale supplier serving 800+ retail customers. Order entry required phone calls or emails to sales reps, who manually entered orders into an internal system and checked inventory. Customers couldn't see stock levels. Backorders and shipment delays frustrated both sides.

Approach

We built a self-service ordering portal that connects directly to their inventory system. Customers see real-time stock levels, can place orders independently, and receive automatic fulfillment updates. For sales reps, the portal reduced order-entry work and freed them to focus on relationship-building and problem-solving.

Key Features

• → Real-time inventory visibility per warehouse
• → Self-service ordering with order history
• → Automated order confirmation and tracking
• → Sales rep dashboard for order management
• → Custom pricing per customer group