Case study · Web platforms & service operations
An enterprise web platform, run by a lean team.
This is one of our own builds, running in production today. AICG designed, built, and operates urovo.org — the North American web home of an enterprise hardware brand — including its partner portal and its repair & warranty portal. It is a working example of the operating pattern we bring to client engagements: a small team, governed workflows, and systems that carry the repetitive load so people only touch the decisions.
The brief: enterprise expectations, regional headcount
A regional operation selling enterprise hardware faces enterprise expectations. Resellers expect a partner program — deal registration, gated resources, current pricing. Customers who buy extended warranties expect real service operations: submit a repair, get a shipping label, see the status, get the device back. The global brand sets the bar, but the regional team that has to meet it is a handful of people with no web department.
The usual answers are a big agency retainer or a stack of SaaS subscriptions that never quite fit. We took a third path: build exactly what the operation needs, keep humans on every approval, and make it cheap enough to run that nobody thinks about it.
What we built
- A public site — fast, tracker-free, and served from a global edge network, presenting the product portfolio and routing every enquiry to a person, not a queue.
- A partner portal — passwordless sign-in with one-time email codes, company-domain auto-approval, deal registration with an approval console, and a gated library of product resources and pricing that is always current.
- A repair & warranty portal — customers submit claims validated against their warranty contracts serial-by-serial, upload photos (compressed in the browser before upload), download prepaid shipping labels, and get an email at every status change from “submitted” to “shipped back.” Warranty coverage for a thousand devices loads from a single paste.
- A public warranty checker — anyone can check a device serial for coverage in seconds, no sign-in needed: repair.urovo.org/check.
The operating decisions that matter
The features are ordinary; the discipline is the point.
- Humans approve, systems remember. Every registration, deal, and repair status change passes through an admin console with an audit trail. The system sends the emails, enforces the rules, and keeps the history — the person only makes the call.
- Passwordless by design. One-time email codes mean no password database to breach and no resets to support. Suspending an account takes effect on the next request.
- No servers, no trackers. Everything runs serverless at the edge — nothing to patch, nothing to babysit — and the public site sets zero tracking cookies.
- Fit the team, not the org chart. Admin roles are managed in the console itself, so colleagues can be added to work repairs or approve partners in seconds — without a developer in the loop.
The result
One person can review a deal registration over coffee, approve a partner in two clicks, issue an RMA with a prepaid label, and have the customer automatically informed at every step — with the entire history auditable. The service program that would normally justify a support department runs as a sideline to the actual job of selling. See it live at urovo.org.
Why this pattern generalizes
Swap the nouns and this is most service businesses: a gated portal for the people you work with, a request workflow with approvals in the middle, and status the customer can see without calling you. It's the same shape as our expense-report build — repetitive load moved to the system, judgment kept with the person — applied to a whole customer-facing operation.
Running a service operation on spreadsheets and inbox archaeology?
Tell us what your customers and partners wait on you for. We'll scope a portal and workflow around your rules and your approvals — and give you an honest read on what it takes to run it lean.