Three success stories for holiday mood

The OneCall Success Story

Optimizing Field Service Operations 

OneCall, a major service provider with around 3,000 dedicated employees specializing in essential household services, partnered with us to enhance the efficiency of their core operations: order processing and task distribution. We began with a thorough analysis of their existing workflow, which allowed us to create an optimal blueprint for their operations. Our project then focused on delivering targeted process and technological optimizations to streamline their service workflow completely.

Key Project Outcomes

The strategic changes we implemented had led to substantial performance improvements across their service delivery chain:

• Enhanced Customer Experience: We streamlined the initial customer interaction by reducing the number of steps required to submit a service request by 30%, which has enhanced the UX and led to Lead Generation boost by 10-15%
• Faster Scheduling: Internal and external coordination was simplified and automated by reducing the steps needed to agree on appointment times in the calendar by 30%.This step helped to significantly reduce time for internal communication and routine actions.
• Accelerated Data Handling: We achieved a 50% increase in data processing speed by optimizing the user interface and backend data display. We have created a full-scale working environment that consolidates all the tools and infosystems they used, and packed it into a UI that is both convenient and effective.

The best part? All the work was specifically tailored to fit exactly what OneCall needed, and we rolled it out so smoothly that they didn’t lose a single moment of precious time!

Technological & Process Innovations

The speed increase was primarily driven by strategic technological adjustments:

• Quick Search Table: We developed an optimized display that presented over 1,000 records in a fast-loading, quick search table. This innovation drastically reduced the time employees spent searching for and interacting with existing orders.
• Inline Actions: The user workflow was simplified by adding inline processing elements and quick actions directly within the data table, minimizing navigation between screens and accelerating task completion.

Future-Ready Platform

Beyond the immediate process improvements, a crucial, and perhaps most interesting, aspect of this project was the comprehensive update of OneCall’s existing technology stack. This modernization effort ensures their platform is scalable, maintainable, and ready to support future business growth and innovation.

The Electronic Stock Success Story

Streamlining Sourcing for Rare Electronics

Electronic Stock operates in a highly niche market, focusing on the search for and sale of rare and often discontinued electronic components. Their challenge was handling a large volume of unstructured customer inquiries that arrived through multiple channels — including forums, feedback forms, and various email attachments (like PDFs) etc. This required significant manual processing, consuming valuable time before the actual component search could even begin.

The Challenge: Manual Overload

Before our intervention, the workflow was inefficient:

• Disparate Inquiries: Requests arrived in various formats and locations, demanding constant monitoring.
• Time-Consuming Intake: Staff manually extracted data from various attachments (PDFs) and messages.
• Complex Search: After intake, a manual search had to be performed across databases, coupled with tedious cross-checks to find functional analogs or equivalents for the rare parts.

The Solution: Optimized Workflow and Automation

Our project focused on creating a cohesive and structured system for inquiry handling. We optimized and centralized the entire process, including the AI automation of key steps within the email response chains.

Key Result

By standardizing data intake and integrating the response process, we achieved a critical improvement:

The time elapsed from the initial receipt of a customer inquiry to the dispatch of the first response email was reduced by over 50%.

This efficiency gain allowed Electronic Stock to respond faster to customers, streamline their internal sourcing efforts, and focus their expertise on finding those crucial, hard-to-find components.

The IAC Automation Success Story

Aid Delivered Faster

IAC is a charitable organization (NGO) that, at its peak working in Ukraine, was responsible for distributing essential aid to over 10,000 people at a time. However, the sheer volume of work in their core operational cycle was a massive drain on resources.

The Operational Challenge

The process from start to finish was extensive and resource-heavy:

1. Application Intake from families.
2. Document Verification and validation.
3. Application Pool Management (sorting and prioritizing).
4. Aid Distribution Logistics (organizing and execution).
5. Accounting and Reporting.

Before our help, the manual effort required for this cycle meant the organization was critically constrained. They lacked the resources to efficiently meet the massive demand, often resulting in significant delays.

The Solution: Cycle Optimization

We conducted a deep analysis and successfully optimized and automated the entire end-to-end cycle. By streamlining processes, digitizing verification steps, and optimizing the application pool management, we delivered a fundamental shift in their operational capacity.

Our innovative distribution system was designed to address core issues by eliminating manual work overload and significantly reducing human error and potential fraud. This allowed us to help people faster and much more effectively.

Key Result and Impact

The outcome was transformative:

We reduced the time spent across the entire operational cycle by more than half (over 60%).

This reduction helped IAC manage their workload easily and created extra capacity and staff free time. Our efficient approach drew strong interest in the optimization method from major international bodies like the UN and USAID.

This project demonstrates how intelligent automation can not only enhance the capacity of commercial enterprises but is critical to amplifying the humanitarian impact of essential charitable work.