Our work

Detailed stories of product transformation across logistics, operations, and professional services.

Harborlane Logistics

Shipping & Logistics

The challenge

Harborlane managed thousands of shipments monthly, but their exception handling process was manual, email-based, and chaotic. When shipments were delayed, damaged, or lost, information scattered across emails, calls, and spreadsheets. Drivers had to call dispatch constantly. Operations couldn't see which shipments were at risk. Clients got poor visibility and slow resolution times.

Our approach

  • • Observed 15 dispatch shifts and driver runs in real time
  • • Mapped the complete exception workflow from detection to resolution
  • • Identified 8 distinct exception types requiring different actions
  • • Designed a centralized tracking and escalation system
  • • Built mobile interface for drivers to report issues on the road
  • • Integrated with existing GPS and logistics systems

What we built

  • • Web dashboard for dispatch and operations teams
  • • Mobile app for drivers to report exceptions in real time
  • • Automated alerts to relevant stakeholders based on exception type
  • • SLA tracking and escalation rules
  • • Client portal for shipment status and communication
  • • Integration with Salesforce and Jira for ticket management

Results

  • • Reduced mean resolution time from 8 hours to 2 hours
  • • Eliminated redundant communication: drivers report once, team sees automatically
  • • Improved driver experience: no more calling dispatch, clear instructions in app
  • • Real-time visibility: operations can see every at-risk shipment and priority
  • • Client confidence: transparent status updates reduced post-incident complaints by 60%

"They didn't just build software. They helped us understand why our processes were broken, and rebuilt them from the ground up. We went from scattered emails to a single source of truth."

— Sarah Chen, Director of Operations

Northstar Field Services

Field Operations & Maintenance

The challenge

Northstar dispatched 200+ technicians daily for HVAC, plumbing, and electrical maintenance. Scheduling was a nightmare: customers called in, were added to Excel sheets, and technicians received jobs via text or paper route sheets. Last-minute cancellations caused chaos. There was no way to know which tech was where, what time they'd arrive, or if they had the right parts for the job.

Our approach

  • • Shadowed dispatch and 8 field technicians across a week
  • • Interviewed customers about expectations and pain points
  • • Mapped scheduling constraints (service windows, skill requirements, equipment needs)
  • • Designed a real-time dispatch and routing system
  • • Built mobile-first to work on the job site
  • • Integrated with accounting and CRM systems

What we built

  • • Customer portal for booking and tracking service appointments
  • • Dispatcher dashboard with real-time availability and routing
  • • Mobile app for technicians: job details, routing, checklist completion
  • • Automated appointment reminders to reduce no-shows
  • • Parts inventory tracking and job-site verification
  • • Integration with QuickBooks and HubSpot

Results

  • • 30% improvement in technician utilization through better routing and scheduling
  • • Reduced no-shows: automated reminders cut missed appointments from 12% to 3%
  • • Faster first-time resolution: technicians have all info on site; less remote troubleshooting
  • • Customer satisfaction improvement: accurate arrival windows, transparent updates
  • • Lower administrative overhead: dispatch team reduced from 3 to 1 person

"We were managing schedules like it was 2005. This system transformed how we operate. Technicians are happier, customers are happier, and we're running with less overhead."

— James Martinez, Founder & CEO

Cedar & Finch Advisory

Professional Services & Management Consulting

The challenge

Cedar & Finch worked with high-net-worth clients on complex financial and estate planning. Onboarding was a months-long mess: multiple forms filled out incorrectly, documents shared via personal email, little visibility into what a client had submitted. Once engaged, clients couldn't see project progress or access their documents. Advisors wasted time chasing information instead of providing advice.

Our approach

  • • Interviewed 12 clients at various engagement stages
  • • Reviewed onboarding flow with all 8 advisors
  • • Documented security and compliance requirements
  • • Designed end-to-end client workspace for secure collaboration
  • • Built with HIPAA and SOC 2 compliance in mind
  • • Integrated with existing document management and advisory tools

What we built

  • • Secure client portal for document exchange and communication
  • • Guided onboarding workflow with dynamic forms
  • • Document collection, signing, and secure storage
  • • Project management dashboard for advisors
  • • Client engagement timeline and progress visibility
  • • Automated document organization and metadata extraction

Results

  • • Onboarding time cut from 8 weeks to 3 weeks through guided workflow and automated document organization
  • • Better data quality: structured forms eliminated ambiguous submissions
  • • Client confidence: transparent progress updates and secure document access
  • • Advisor productivity: less time managing documents, more time on client advice
  • • Compliance confidence: audit trail and security controls met HIPAA and SOC 2 standards

"The system feels like it was built for us—because it was. Clients have said it's the most professional and transparent onboarding experience they've ever had."

— Victoria Park, Managing Partner

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