250 users, 46 stores, 56 vendors, one ticket log
A repairs and maintenance ticketing system for a multinational QSR brand's store network, so every fault is logged, assigned, costed and signed off in one place.
Client work is anonymised. One client, a 78-store QSR group in South Africa.
The problem
The brand had no way to centralise repairs and maintenance logging across its stores. Faults were raised in different places by different people, so the maintenance team could not see the whole picture: what was open, who had been assigned, what had been spent, and which store had signed off. The people closest to the faults, the store staff, had the least visibility of all.
What we built
An installable web app with two screens. On the store screen, staff pick their store, category and priority, describe the fault and attach a photo or video, then follow their own tickets and comment on them. On the maintenance screen, the team filters the queue, assigns one of the vendors, sets the cost and closure notes, and moves the ticket through open, in progress, fixed and awaiting sign-off, to completed. The store signs off before a ticket closes. Sign-in works on any email address, so store, head office and contractor accounts all get in. Every create, edit and status change is appended to an activity log, and the right people are emailed at each step.
What changed
One ticket log for 46 stores and 56 vendors, used by 250 people from a phone, with no app store in the way of getting it installed.
How it is governed
Every ticket carries who raised it, who assigned it and what it cost. Vendor assignment is a person's decision, recorded as one.
What this takes
Scoped per system. The build is straightforward; the work is in the triage rules and who is allowed to assign what.