Customer portal for a pump-repair workshop

The workshop repaired specialized pumps and wanted to show municipal and industrial clients an up-to-date repair status. But every enquiry led to a phone call that a technician had to answer.

Internally, the team worked fast and routinely with its proven Win32 desktop application and local service database — and nothing about this well-drilled workflow was to change.

Instead of touching the internal database, we developed a secure customer portal and a one-way sync script that read the repair status from the local SQL Server every 15 minutes and pushed it to the portal.

The technicians noticed nothing of the connection: their daily data entry stayed unchanged, while customers could look up the status online around the clock for the first time.

The internal repair workflow ran on without any disruption, while clients could view their status themselves.

Telephone status enquiries dropped drastically within two months of launch — enquiries are now answered by the portal, no longer by the technician on the phone.