Integrated Support Ticket & Sales Operation Suite
Comprehensive customer support platform with embedded sales pipeline for an IoT device manufacturer. Ticket lifecycle, product/service linking, automated task assignment, and sales process integration in one unified system.
The Client
An IoT manufacturer in Northern Europe came to us via Swiftmade. The company designs and ships connected hardware to industrial customers across the EU, and the post-sale relationship — support tickets, warranty claims, replacement-part orders — was running on a mix of email aliases and a spreadsheet that nobody fully owned.
Their support engineers were spending more time finding information than solving problems. Their sales team had no clean view of which devices were where, and which customers were due for renewal.
Under NDA, we can't name the client, but we can talk about the system: a unified support and sales platform built directly into their device fleet.
The Challenge
Support and sales teams operated in silos with separate tools and no shared customer view
Tickets were manually assigned, leading to slow response times and uneven workloads
Customer lifecycle visibility was missing — upsell opportunities and churn signals were lost
The Approach
Laravel + Filament was the right call because the team needed an admin experience that their support engineers, sales reps, and operations staff could all share. Filament's resource model gave us a clean way to expose the same underlying data — devices, customers, tickets, orders — through different lenses for different roles.
REST APIs and webhooks tie the platform into the device fleet's existing telemetry stack. We deliberately didn't try to own the telemetry data — that's somebody else's product. We own the operational layer that sits on top.
MySQL was the right database for this one because the access patterns are heavily relational and the team's existing ops tooling was already comfortable with it. Sometimes the boring choice is the right choice.
Our Solution
Unified ticket-and-sales workflow on a single platform with shared customer records
Automated assignment by product and region with role-based queues and SLAs
Embedded sales pipeline within the ticket lifecycle to capture opportunities in-flow
Related work
Other businesses running on the same system.
