ERP / CMMS System Development for Service Operations and Maintenance Management(NDA)
ServicesCase study of a web-based ERP / CMMS platform for a service company: centralized management of service requests, technicians, equipment, and SLA workflows, with full process visibility and maintenance operations digitalization.
About the Project
Services • Web • ERP / CMMS
This project is a CMMS-class ERP platform designed to automate maintenance and repair workflows for office and household equipment.
The system brought customers, field technicians, back-office teams, and support staff into a single digital environment. Previously, these workflows were handled through disconnected tools, resulting in lost time, errors, and limited operational visibility. The new platform centralized data, processes, and communication.
Project Goal
Build a CMMS web application that enables the client to automate maintenance operations and improve overall business control.
Project objectives:
- Automate repair request assignment
- Manage staff availability and technician workload
- Track job execution across all stages
- Unify customer, request, equipment, and technician data
- Increase process transparency and service quality
Project Team
The 2people IT team included:
Project Manager
Managed timelines, communication, and delivery priorities
System Analyst
Translated service workflows and CMMS requirements into system logic
Frontend Developer
Built the ERP system’s web interface
Backend Developer
Implemented server-side logic and APIs
UI/UX Designer
Adapted the product design for a complex B2B interface
QA Engineer
Ensured system quality, reliability, and stability
Key Features
User and Role Management
- •Role-based authorization
- •Flexible access control model
- •Management of employees, technicians, and administrators
Service Request Management
- •Centralized list of all requests with real-time statuses
- •Detailed order card with description, photos, device model, and work type
- •Stage-by-stage execution and deadline tracking
- •Full history of changes and communication
Technician Directory
- •Personal details and professional profile
- •Availability status
- •Work schedule and compensation rate
- •Performance rating based on customer feedback
Customer and Equipment Management
- •Customer database with service request history
- •Catalog of serviced equipment
- •Technical and identification data for each device
Communication and Support
- •Built-in chats with customers and technicians
- •Unified conversation history inside each order card
- •Fast access to support operations
Key Challenges and Solutions
Unified Management System
The CMMS platform connected customer-facing workflows, field technicians, and back-office teams in a single ERP environment, reducing operational overhead and improving process transparency.
End-to-End Operational Visibility
Managers gained real-time visibility into technician workload, request statuses, delays, and operational bottlenecks.
From CRM to ERP
The solution combined CRM-style customer management with ERP/ERM-style execution and resource control within a single digital ecosystem.
How We Built It
Technology Implementation
The frontend was built with React + TypeScript. Complex event-driven logic was implemented using RxJS. The UI layer was accelerated with MUI (Material-UI). Forms and validation were handled with Formik + Yup.
Architecture and Integrations
All system modules were connected through APIs. The client-provided design was adapted to meet modern UX requirements for a complex operational product.
Custom Modules
We also implemented a manual request creation module for phone-based service inquiries, allowing the client to cover every incoming request channel within one system.
Results
ERP / CMMS platform delivered
In 5 months
Core operational workflow automated
Service delivery process
Improved workforce control
Better technician management
Reduced operational costs
Improved service quality
And overall customer experience
Scalable foundation established
For future product growth
Technology Stack
Frontend
Summary
We developed a CMMS-class ERP platformthat unified service requests, workforce management, customer records, and equipment data into one digital environment, becoming a core operational tool for the client’s service business.
Want to discuss your project?
Get in touch, and we’ll show you how we can help bring your idea to life