Customer serviceRecurring weekly problems

The same five questions, answered by hand, twenty times a day.

The recurring tasks I see most often in this department. Pick the one that hurt most last month.

Inbound questions arriving across multiple channels

Clients ask questions through WhatsApp, email, the website form, phone calls, and sometimes in person. Each channel is watched by a different person (or not watched at all during busy periods). The same question gets answered several times a week, inconsistently.

Volume: dozens per day across the channels
By hand: several hours per day of front-office time; inconsistent answers

Recurring FAQs answered from memory or a Word cheat sheet

20-30% of incoming questions are the same handful of things: opening hours, pricing, whether a service is available, document requirements. The front office answers each one by hand. When a key person is off, answers get inconsistent.

Volume: daily
By hand: interruptions throughout the day; reduced focus on complex cases

Client status updates requested by phone and email

Clients call or email to ask 'where are we on X' — the status of a case, an order, a repair, a project. Someone checks the internal system and replies. The information is already in the system; the client simply has no way to see it themselves.

Volume: 5-20 status requests per day
By hand: hours per day of lookups; client friction; interruptions that kill deep work

Ticket handoffs losing context between shifts or team members

A support ticket started by one person gets picked up by another — at shift change, during holiday cover, or after escalation. The new owner re-reads the thread, calls the client back, and often asks the same questions again.

Volume: every handover
By hand: hours of re-reading per week; client frustration; mistakes when context is lost

If any of these sound like your week, a small machine can probably fix it. I've built fixes for problems exactly like these.

ESAEuropean Space Agency. Ariane rockets and satellites. 23 countries, ~3,000 staff.

Air FranceFrance's national airline. ~40,000 staff.

BBVAOne of Europe's 20 largest banks. ~125,000 staff.

KLMThe world's oldest airline, since 1919. ~35,000 staff.

NSDutch national rail. 1.2 million passengers a day. ~20,000 staff.

I built software used by 50,000 people every month with the teams above. The work in this department is simpler than that.

Tell me which one of these hurts most.

30 minutes, free. You describe one recurring task that eats your week. I tell you whether a small machine can take it off your desk, what it would take to build, and what it would cost. Whether you build it with me or not, you leave with a clear answer.

Let's talk