Tech24 wasn’t broken. That was the problem.
Calls got answered, invoices got processed and technicians got dispatched. Underneath, every one of those steps depended on a person moving information from one system to another. Dispatch, finance, procurement and customer service each ran on their own tools, and none of them 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 was headcount.
Three departments, three names for the problem, one root cause.
The diagnosis
We started with an operational audit: process documentation, onboarding materials and recorded interactions across every department, to hear how each team described its own work.
Dispatch called it scheduling gaps. Finance called it reconciliation delays. Customer service called it escalation overload. The real cause was the same everywhere: the systems didn’t hand off to each other, so a person sat in the middle of every handoff. There was also no shared rule for what should be automated and what needed a human.
What we built
n8n became the orchestration backbone, connecting Davisware, the CRM, the phone platform and enterprise email into one flow of work. The design rule was deliberately simple.
Where a handoff was really just a rule, we encoded it as a deterministic workflow: no model, no reasoning, no cost. Where a handoff needed a judgment call, such as reading intent from an inbound message or setting priority, we placed an AI agent in that one spot, gated by confidence thresholds and human approval.
The legacy ERP had no clean way in, so we bridged it with Power Automate: rules-based UI automation with a full audit trail and human approval. The agents went only where a person had genuinely been making a judgment call:
- Orchestrator. Moves work across systems and between software and people, and manages every handoff.
- Classification. Reads inbound events, classifies intent and priority, and routes them.
- Follow-Up. Runs shipment tracking and multi-step vendor chase sequences.
- Customer Service. Handles high-volume front-line contact around the clock.
Phased delivery, not a big bang
Instead of one large cutover, we ran sequential 60-day phases. Each phase shipped a production-ready piece while the next entered discovery, so Tech24 got value early and could adjust scope as results came in.
- Orchestrator agent and n8n infrastructure, with team training.
- Power Automate bridge for the legacy ERP, with audit trail and approvals.
- Classification agent for routing and event classification.
- Follow-Up agent and customer chat for vendor comms and front-line contact.
Target outcomes
These are projected targets from the solution design and comparable deployments. Production data from each phase validates and refines them as the rollout continues.
50–70%Projected task deflection
≥80%Projected customer satisfaction
The goal is operations where the systems carry the handoffs and people carry the work that genuinely needs a person.
Want a build like this for your team?Talk to Rich about how it would work in your stack.
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