A technical equipment manufacturer

A manufacturer of complex technical equipment wanted to make life easier for the specialists who buy and install its products. My brief was to learn what made their work difficult and explore what we could build to help.

Helping customers choose and configure equipment would only support growth if the company’s own team could handle the work that followed. And across both sides, people had to learn the software’s way of working before they could do their own work.

Build around the tasks people need to finish, and connect the customer’s side to the company’s own engineering and quoting, so one flows into the other.

• A customer and staff platform: customers choose and configure equipment, and the company’s engineering and quoting follow in one place, connected to its business systems. It is becoming the front end for customers and most of the staff.
• A private AI product: it turns recorded audio into transcripts, summaries and alerts, and runs entirely on the customer’s own network, with nothing sent to outside AI services. It grew out of a concern customers kept raising: they wanted to use AI without giving up control of their data.
• A technical training curriculum.

The company’s engineers reviewed every tool, its logic and the customer workflows.

The aim is less busywork on both sides of the sale: customers reach the right equipment with confidence, and the company’s team spends less time repeating the same expert work by hand.