Case study

Replatforming a Global Support Suite

Helix Dynamics Enterprise SaaS 16 weeks

Reduced ticket triage time by 42% with a unified agent console.

Problem

Legacy tools and scattered data created long resolution times.

Solution

Rebuilt the console with a modular Laravel + Vue stack, added AI summaries, and centralized telemetry.

Impact

NPS +18, MTTR down 42%, onboarding cut from weeks to days.

A pragmatic rewrite focused on operational metrics and maintainability.

Laravel PostgreSQL Redis Vue K8s

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Delivered governed data products with self-serve access.

Problem: Analysts were blocked by brittle pipelines and opaque ownership.

Solution: Introduced domain data products, lineage, and contracts with automated checks.

Outcome: Query latency down 55%, incident frequency down 30%.

Built on-device copilots for crews with spotty connectivity.

Problem: Technicians lacked hands-free guidance and context in remote areas.

Solution: Edge-friendly retrieval, offline-first UX, and human-in-loop review.

Outcome: First-fix rate +24%, training time -35%.

Unified finance, programs, and approvals into a single platform.

Problem: Disparate systems and manual approvals slowed program delivery.

Solution: Built a unified ERP with role-based workflows and audit trails.

Outcome: Approval time down 45% and reporting consolidated.