Case Study
Operational systems for service documents, equipment records, scheduling, customer access, and staff workflows, built around the paperwork and compliance pressure of real service work.
B Conway Group works with service and compliance documents for equipment such as tail lifts, roller shutters, fork trucks, and fork lifts. Those records matter to both the supplier and the customer, because the equipment has scheduled safety and service obligations.
The business had a large volume of equipment, documents, service history, and customer requests to manage. When document copies, due dates, and scheduling awareness depend on email, Outlook, or manual lookup, staff lose time and customers have to chase.
Restech built and maintained systems around the actual document workflow: engineer submissions arrive through a document handler, metadata is routed into Service Manager, records are assigned to customers and equipment, and customers can log in to view the documents they need.
Customers can self-serve documents that previously would have created calls or email requests, while staff have a purpose-built operational view for equipment, service history, document assignment, and scheduling.
Systems Involved
This is the kind of work where the value is in the joins: form submissions, PDF storage, customer data, equipment records, scheduling logic, customer access, and staff operations all need to line up.
Document ingestion, storage, staff search, and routing from engineer-submitted forms.
Laravel API and customer portal for equipment, customers, depots, documents, schedules, and document access.
Desktop application for office workflows, document assignment, customer data, equipment records, and reports.
Typed API models and endpoints used across the portal, backend, and staff tooling.
Key Features
Engineer-submitted forms are received by DOCS, downloaded as PDFs, indexed, and forwarded into Service Manager where appropriate.
Incoming records are matched against customer names, aliases, registrations, depots, and equipment so many documents can land in the right place without manual handling.
Customers can log in to view fleet records, service history, planners, archives, and PDF documents that relate to their equipment.
Tracked obligations differ by equipment type, including Tail Lift LOLER and Weight Test handling and Fork Lift service and LOLER handling.
Office staff can work through unassigned documents, manage customer and equipment records, review email logs, and use reports from the desktop app.
Customer document notifications, due and overdue emails, internal summaries, and activity logs support the operational rhythm around the system.
Workflow Detail
The useful pattern is simple: capture the document once, keep the PDF accessible, send the metadata to the operational system, assign it to the right record, and make it available to the people who need it.
A submitted form arrives through DOCS with document number, customer, registration, template, completion flags, and a source PDF URL.
The PDF is downloaded, checked, stored, and made available through a stable document endpoint.
Document metadata is sent into Service Manager, excluding templates that should stay outside the service-document workflow.
Service Manager attempts to match the record to customer, depot, and equipment, leaving staff to handle ambiguous cases.
Customer portal users can view and download the documents tied to their equipment, reducing manual copy requests.
Technology And Integrations
The project uses technology choices matched to each surface: Laravel for the API and portal, desktop tools for staff operations, and a shared API model layer so the systems talk consistently.
Service Manager provides the API, customer portal, document assignment, reporting, user access, and integration endpoints.
A separate Laravel application receives form submissions, stores PDFs, triggers notifications, and forwards service-document metadata.
Internal staff use a desktop app for customer, depot, equipment, document, video recording, email-log, and reporting workflows.
Natural Forms style submissions, Office 365 mail, video recording workflows, secure staff API access, and version distribution for the desktop application.
Careful Public Detail
This case study talks about workflow shape, system roles, and public-safe functions, not customer records, private routing rules, or internal operational data.
The strongest proof is practical: service records are captured, routed, assigned, made searchable, and exposed to customers through the right access layer.
The first useful step is usually mapping how the work moves today: who receives it, who retypes it, who chases it, and who needs access once it is complete.