Case study - Service-request platform with explicit state logic
A service platform that consolidates requests from multiple channels, standardises workflows, and bases reporting on a single, consistent dataset.
- Client
- Assisto
- Year
- Service
- Digitization & Automation, Web & Platform
Starting point
Service requests reached the team through several channels and were then distributed manually. Ownership rules differed by request type, and reporting drew on diverging datasets. Reliable evaluation was only possible with rework.
The task
A central platform for the intake, assignment, and processing of service requests. Existing back-end systems had to remain connected. Reporting needed to be derived from the same dataset as the case work itself.
Key architectural decisions
- Workflow engine with explicitly defined states and transition rules
- Configurable routing by channel, request type, and ownership
- Integrations into existing back-end systems via clear data contracts
- Role-based access control with complete action logging
- Operational reporting on the same dataset that drives case work
Status and handover
In productive operation. Handover documentation, workflow description, and interface catalogue are with the client. Extensions are managed through a prioritised backlog with shared review meetings.
- for case work and reporting
- dataset
- documented per request type
- Defined states
- for every status change
- Audit log