Optimizing Enterprise Workflows with a Service Request Management System

Optimizing Enterprise Workflows with a Service Request Management System

Project Summary

Techversant partnered with an enterprise SaaS provider to design and build a Service Request Management System—a web-based platform that enables clients to submit, track, and manage service requests efficiently.

The system integrates a real-time dashboard, intelligent listing interface, and dynamic forms to simplify request handling and improve responsiveness. Built as a Single Page Application (SPA), it ensures a seamless, fast, and scalable user experience while integrating with existing enterprise workflow systems.

Challenges and Solutions

  • Scalable Dashboard Design
    Developed modular dashboard widgets capable of handling real-time request data at scale.
  • Dynamic Request Types
    Built metadata-driven form rendering to accommodate new request types without code rewrites.
  • Performance with Large Volumes
    Optimized queries and caching mechanisms to maintain smooth performance with thousands of active requests.
  • Seamless System Integration
    Designed REST APIs for interoperability with enterprise workflow systems and third-party tools.
  • Responsive, Accessible Web UI:
    Clean, mobile-friendly interface built with modern front-end technologies

Technology Stack

  • Frontend: ReactJS, Redux, Material UI
  • Backend: Node.js / Express
  • Database: PostgreSQL
  • Cloud: AWS EC2, S3, RDS, CloudWatch
  • APIs: REST APIs for workflow integration
  • Real-Time: WebSockets for live data updates

Client Benefits

  • Centralized Request Handling: Unified platform improved submission, validation, and tracking efficiency.
  •  Enhanced Visibility: Real-time dashboards provide actionable insights for better decision-making.
  • Faster Processing: Streamlined workflows reduced request cycle times.
  • Scalable Architecture: Future-proof design supports new request types, analytics, and reporting features.

Approach

  • Component-Based Architecture: Developed modular, reusable components for dashboard, listings, and forms.
  • Dynamic Form Engine: Implemented metadata-driven form rendering for flexible request onboarding.
  • Advanced Listing Features: Introduced filtering, sorting, and full-text search for quick request management.
  • Real-Time Updates: Integrated WebSockets to keep dashboard metrics and request statuses up to date.
  • Cloud Deployment: Leveraged AWS services for scalability, monitoring, and secure data handling.
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