Operations
Removing 18 hours of weekly re-typing from an operations team
Regional service operator
Problem
Every order arriving by email had to be read, re-typed into the scheduling system, and cross-checked by a second person. Peak days created a backlog that pushed work into the evening, and the double entry was the most common source of mistakes.
Solution
A small internal application takes over the entire handover. Incoming orders are read automatically, matched to the right customer and service, and written directly into the schedule. Anything unusual is held back on a single review screen so a person only looks at the exceptions.
Result
- 18 h
- manual work removed per week
- 4×
- faster order turnaround
- 0
- double-entry errors since launch
The team went from processing orders all day to reviewing a short exception list each morning. The same headcount now handles a significantly higher volume without overtime.
Technical details
- Architecture
- Event-driven ingestion service with a queue in front of a normalisation pipeline, an exception review UI, and an idempotent writer into the scheduling system.
- Technologies
- TypeScript · Node.js · PostgreSQL · React
- Integrations & APIs
- IMAP / mail ingestion · Scheduling system REST API · Webhook notifications
- AI / decision logic
- Rule engine for deterministic matching, with a language model fallback for free-text orders that do not match a known pattern.
- Deployment
- Containerised, deployed on managed infrastructure with automated backups and health checks.
Does this sound like your business?
Tell me which process costs your team the most time and I will tell you honestly whether it can be removed.
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