A real-time workflow platform connecting customers, admins, leaders, and employees through live task tracking and collaboration.
Customer complaints and internal tasks lived in separate, disconnected channels — WhatsApp threads, phone calls, paper notes. I built one platform where a customer complaint becomes a trackable task instantly, assigned to the right employee, with live chat, file sharing, and progress updates visible to everyone involved.
By linking communications directly to progress registers, response times dropped dramatically. Employees receive direct tasks instantly, communicating updates in real time with supervisors.
Submits support complaints, tracks resolution tickets, and communicates directly with technicians.
No tracking channel to verify if submitted complaints were reviewed.
Receives assigned tasks, chats with administrators, logs photo completions, and submits progress reviews.
Instructions scattered across phone calls and messaging channels, leading to missed updates.
Reviews incoming complaints, delegates tasks, monitors employee progress, and compiles resolution rate reports.
No real-time visualization of current task assignments or active staff workloads.
The platform utilizes a modern WebSocket gateway layer linked to a Redis pub/sub backplane to sync chat messages and task updates under 50ms. Background queue workers process push notifications securely to ensure real-time deliverability even when the apps are closed.
Automated customer ticket intake with photo uploads, category tagging, and customer notifications.
Intelligent routing dashboard to create, assign, and distribute tasks to field employees.
Two-way chat channels supporting inline image renders, video uploads, and doc attachments.
FCM-based alert system notifying staff of new comments, task status changes, and priority updates.
Visual timeline showing ticket progression logs (Open, In Progress, Review, Closed) with active timestamps.
Automated analytics summarizing resolution speeds, completed tasks counts, and staff productivity ratings.
"Keeping chat, notifications, and task status synced live across three separate apps was the core hurdle."
Because multiple stakeholders (Customers, Staff, and Admins) use three entirely distinct codebases, syncing live chat and progress notifications simultaneously could easily cause state drifts and drop connection messages.
To solve this, I designed a WebSocket gateway layer. The gateway processes client connections using Redis pub/sub backplanes, ensuring messages deliver under 50ms and syncing push alerts atomically to background queue states when devices go offline.
Padmavati Pulps & Motors completely unified their team workflows, transforming disjointed communication sheets into an automated, transparent, and collaborative business engine.