Giving customer service agents the tool they actually need.

Customer service employees needed one place to manage all business processes — start new ones, see running ones, and handle cases that required manual approval or decisions. Instead, they were jumping between multiple systems for every task. There was no unified view of what was in progress, what needed attention, or what was waiting on a human decision. Every context switch costs time, and in customer service, time is the customer waiting on the phone.

Together with the team, we built a React-based tasklist application that pulls everything into one screen. When an agent picks up a task, they see the full context: member information, case history, related documents, and the specific action they need to take. The interface connects directly to Camunda 8 and the backend systems through REST APIs, showing real-time updates as processes move through their workflows.

Team leaders needed visibility into what was happening across the floor. We built management views showing case throughput, SLA compliance, agent workload distribution, and escalation tracking. When a case gets stuck or an SLA is about to breach, it surfaces immediately — not at the end of the week in a report nobody reads.

The guiding principle was: the tool should get out of the way. No unnecessary clicks, no hunting for information, no ambiguity about what to do next. The most important action is always the most visible one. We worked closely with the customer service team to understand their actual workflow — not what management thought it should be, but what they actually did day-to-day.