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Tech24 wasn't broken. That was the problem.
Calls got answered. Invoices got processed. Technicians got dispatched. On paper, operations worked. Underneath, every one of those steps depended on a person manually moving information from one system to another. Dispatch, finance, procurement, and customer service each ran on their own tools, and none of those tools talked to each other. The people were the integration layer.
Growth made it worse. More service volume meant more manual handoffs, and the only lever Tech24 had to pull was headcount. They didn't come to us looking for another tool. They came to us because they had hit the ceiling of what people bridging systems by hand could carry.
We started with an operational audit: process documentation, onboarding materials, and recorded interactions across every department. The goal was to hear how each team described its own work, and where those descriptions came apart.
Every department had a different name for the same problem. Dispatch called it scheduling gaps. Finance called it reconciliation delays. Customer service called it escalation overload. Three vocabularies, one root cause. The systems didn't hand off to each other, so a person had to sit in the middle of every handoff and do it by hand.
There was also no shared rule for what should be automated and what needed a human. Every team had a different instinct, and the disagreement was quietly slowing everything down.
n8n became the orchestration backbone, connecting Davisware, the CRM, the VoIP platform, and enterprise email into one flow of work. The design principle was simple and deliberately unsexy.
Where a handoff was really just a rule, we encoded it as a deterministic workflow. No model, no reasoning, no cost. Just the thing the person was already doing, done automatically and reliably.
Where a handoff actually required a judgment call, reading intent off an inbound message, deciding priority, handling an exception in the ERP, we placed a reasoning agent in that one spot, gated by confidence thresholds and human approval. Reasoning went exactly where reasoning was needed, and nowhere it wasn't.
The legacy ERP was the clearest case. Davisware had no clean way in, so record lookups, field updates, and exception handling had all been done by hand. That is not a reasoning problem, it is a rules problem, so we bridged it with MS Power Automate: deterministic UI automation with a full audit trail and human approval. No model, no cost, no one keying records by hand.
The reasoning work went into a small number of agents, placed only where a person had genuinely been making a judgment call:
Between the deterministic Power Automate bridge and the agents, every place the systems used to need a human standing in the gap now closes on its own.
n8n anchors the stack and connects every piece to Tech24's existing systems: an AI gateway with domain-specific knowledge retrieval for accuracy, legacy ERP integration through MS Power Automate, CRM integration for customer and service-history context, and enterprise email and SSO. A real-time dashboard tracks deflection, resolution time, and escalation frequency.
All traffic is encrypted in transit and at rest. Tech24 owns all of its data and knowledge-base content. No customer data is shared with or used to train external models.
Rather than one massive cutover, we ran sequential 60-day phases. Each phase shipped a production-ready piece while the next entered discovery. That gave Tech24 operational value early and the room to adjust scope as real results came in.
The following are projected targets, drawn from the solution design and comparable deployments. Each phase generates production data that validates and refines them as the rollout continues.
At Tech24's transaction volume, a deflection rate in that range is projected to cover its own cost inside the first month of full deployment, driven by reduced manual handling and faster resolution across all four departments.
A core requirement was a structured escalation system built from scratch: automatic triggers based on sentiment, complexity, and business-critical thresholds; real-time tracking tagged by issue type, severity, and resolution path; weekly automated incident reports with root-cause analytics; monthly sessions to refine escalation logic from production patterns; and quarterly workshops to fold updated SOPs into agent behavior.
With the first phases live and more rolling out on 60-day cycles, Tech24 is moving toward operations where the systems carry the handoffs and people carry the work that actually needs a person. Next up: deeper analytics and expansion of the customer-facing agent to additional service lines.
The systems talk now. The people are back to doing the parts that were theirs all along.
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