So, please excuse the long exposition. Some background is in order.
In early 2012, I started working at my current job. We're primarily a b2b company in a very blue-collar industry (cable/telecomm). A large part of what we do is go out bury coax for new cable customers. When someone wants cable (from Comcast, Time warner, etc) and they've never had it before, someone has to go out to the house, run some cable from the little green box in the yard (or nearby yard) to the house, and then bury that cable. This is called a "drop".
When I first started working here, we had 50 employees, and most of the work was done on pen and paper, via email, phone, or fax. The flow of work was: A technician went out to install cable boxes, saw a drop was needed, and made a note on a piece of paper. At the end of the day, these drop orders were turned in, typed into a system at the cable provider, and the next day were passed out to drops teams (either in house or contractors). Those drops would need to have "dig safe" tickets entered (which every state requires to prevent cutting utility lines), which someone else had to do manually. Then, someone else had the job of checking (either via phone or via a website) every open dig safe ticket until they were 'cleared' for digging. Once that happened, someone else would call the dig contractors to go out and actually dig the line. Not only was the process slow, but it was very error prone with all of the swivel-chair typing going on.
The average time to completion in our area was about 21 days. With lots of jobs having to be re-ordered due to typing error. Sometimes these errors wouldn't be caught for weeks until the final crew went out to dig, which required the process to start all over. This is the state of the industry, pretty much nation-wide.
One of the things I did was write an entire end-to-end automated system: When a tech goes out now to install boxes, and they see a drop is needed, they open an app on their phone. They enter all the drop info into the app (including laying out dig lines via gps and taking pictures of the drop locations). All of that information flows back into a management back-end which automatically orders the job at the cable provider, enters the dig safe ticket at the respective dig-safe website, and automatically checks all open tickets every 10 minutes, clearing those that are safe to dig. Dig contractors have a "virtual whiteboard" which updates in real time, showing them which jobs are cleared and that they are scheduled to dig. The customer is alerted every step of the way, via email, what the status of their drop job is.
The average time to completion shortened to 5 days. Error rates dropped to a fraction of what they were, and are usually caught in the first 12 hours after a drop order.
Comcast was so happy with our work that they kept giving us additional areas and regions to work in, so much so that we now do work in 7 states, and have nearly 1000 employees. Last year, they expressed interest in acquiring the application themselves to take nationwide with all of their drops contractors. We closed that deal in December of last year, with an additional year's worth of work to the system in an additional contract. And while I'm not at liberty to say how much it was for, it was a substantial amount.
Which earned me a big bonus that's supposed to be showing up on my next check.
CableFax is an industry newsletter--and they did a little write up on the system today.
Changin' the world, man..