Britna, a UK same-day transport agency, ran bookings, driver assignment and invoicing entirely by hand, producing duplicate invoices and no visibility into job progress. We took over as the technical function and shipped a platform covering the whole workflow, from customer onboarding through to the final invoice.
Coordination happened by phone. Bookings were taken verbally, drivers were assigned by whoever was nearest the handset, and invoices were raised at the end of the week from memory and notes.
Duplicate invoices were the symptom that got noticed, because customers complained about them. The underlying problem was that no durable record of a job existed between the booking and the bill, so job progress could only be established by ringing someone.
This was not a project handed to a vendor. We took over as the technical function for the business, which meant owning the sequencing as well as the build.
One record per job became the spine: created at booking, carried through allocation, tracked to completion, and used to generate the invoice. Because billing derives from the job record rather than from a person reconstructing the week, duplicate invoicing became structurally impossible rather than something a process was supposed to catch.
The driver-facing surface was kept deliberately small (accept, navigate, confirm) because anything more gets worked around by someone holding a phone in the rain. The rich interface went to the office, where admin and staff dashboards show live analytics.
Job allocation and tracking moved into one system, and the office stopped phoning drivers to find out where things had reached.
The engagement is also the clearest example of what taking over a technical function looks like: one accountable owner for the whole workflow, rather than a stack of contracts and a founder acting as the integration layer between them.
The stack is a consequence of the decision, not the other way round. On a different set of constraints these would be different names doing the same jobs.
Different industry, same shape more often than not. Thirty minutes, no pitch. Describe what is not working and I will tell you which pattern you are in.
