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Professional services · Riyadh

Replacing a WhatsApp-based request process

  • 100%requests tracked
  • AR-firstinterface design
  • ERPintegrated, not replaced

Challenge

Client and supplier requests arrived by WhatsApp, email and paper form. Nothing had a reference number, status was known only by whoever handled it, and requests were periodically lost entirely when a staff member was on leave.

Approach

We built a bilingual web and mobile portal with genuine Arabic-first layout rather than a mirrored English one, integrated with the existing ERP for customer records and approvals. Notifications and status tracking were treated as core, not as later additions.

Outcome

Every request now has an identifier, an owner and a visible status. Handover between staff stopped being a source of lost work, and the audit trail exists as a by-product rather than as a separate reporting exercise.

Worth noting what we did not do: the client’s ERP was working. Replacing it was raised early and we advised against it. The portal integrates with it instead, which kept the engagement to a fraction of the cost of a migration.

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