Case Studies
Real projects. Real problems. Real results from teams we've partnered with.
Northstar Fieldworks
The Challenge
Northstar manages field service operations for commercial property maintenance. Their dispatch process was entirely manual—a coordinator would spend 6–8 hours daily texting job details to 50+ field technicians, tracking completion via email and phone calls, and manually recording results back into their legacy system.
This created multiple problems: technicians often missed jobs or arrived at wrong locations, coordination delays meant callbacks took days to schedule, and historical records were inconsistent and difficult to retrieve.
Our Approach
We spent two weeks observing their operations: riding with technicians, shadowing the dispatch coordinator, and interviewing management. We learned that the real bottleneck wasn't just communication—it was clarity. Technicians often didn't understand job requirements until they arrived on site, and the coordinator had no real-time visibility.
We designed a two-part system:
- • Web dashboard for coordinators to assign jobs, track technician location, and update priority in real-time
- • Mobile app for technicians with job details, site photos, customer notes, and one-tap completion
The Result
Reduction in manual coordination time
Improvement in job completion rates
Average time saved per day per coordinator
Same-day completion on urgent jobs
After four months in production, the platform has processed 8,200+ jobs with 99.1% accuracy. Technician satisfaction increased from 6.2 to 8.1 out of 10.
Quote from client
"We spent years trying to work around the problem. Vellum didn't just build software—they understood our workflow so deeply that the solution felt obvious once we saw it."
— Operations Director, Northstar Fieldworks
Cedar & Row Supply
The Challenge
Cedar & Row is a specialty distributor serving contractors, builders, and landscapers. For years, customers ordered via email, spreadsheet attachments, or phone calls. The company's internal team would manually enter orders into their system, check inventory, verify pricing, and confirm availability—a process that took 24–48 hours.
Customers wanted faster turnaround. Cedar & Row's team was drowning in manual data entry. And nobody had visibility into inventory until after orders were placed and partially fulfilled.
Our Approach
We built a white-label B2B ordering portal tailored to Cedar & Row's customer types. The portal features:
- • Real-time inventory visibility—customers see what's available before ordering
- • Customer-specific pricing—bulk discounts automatically applied based on account tier
- • Order history and saved templates—repeat orders in seconds
- • API integration with their ERP system for automatic order routing and fulfillment
The Result
Fewer support requests from customers
Reduction in manual order processing per day
Inventory accuracy
Average order fulfillment time
Within six months, 73% of Cedar & Row's customers switched to the portal for regular orders. Order volume increased 31% without additional headcount.
Quote from client
"We expected a basic ordering system. What we got was a competitive advantage. Our customers love the transparency, and our team actually has time to handle exceptions and grow the business."
— CEO, Cedar & Row Supply
Harborline Benefits Group
The Challenge
Harborline Benefits Group helps small and mid-size companies manage health insurance and retirement benefits. Their onboarding process required collecting hundreds of documents from new clients—W-4s, enrollment forms, beneficiary designations, tax documents—all exchanged via email and scattered across inboxes.
The result: onboarding took 3–4 weeks instead of the promised two, compliance staff spent 40+ hours manually organizing documents, and several clients had frustrating, error-prone experiences.
Our Approach
We designed a secure digital workspace where clients submit documents through guided workflows. The system features:
- • Interactive onboarding flows—clients answer questions and upload documents in the right order
- • E-signature integration—legally binding signatures without printing or faxing
- • Compliance automation—system flags missing documents and validates data completeness
- • Secure document organization—all files stored and indexed for compliance and audits
The Result
Faster onboarding cycle
Reduction in support requests
Time saved per client onboarded
Points in client satisfaction
After three months, average onboarding time dropped from 22 days to 12 days. Compliance audit preparation time decreased from 16 hours to 2 hours per audit.
Quote from client
"The workspace makes us look better than we are. Clients feel like they're working with a sophisticated operation—not coordinating with someone's email folder. The time we save is real money in the bank."
— VP Operations, Harborline Benefits Group
Have a similar challenge?
Whether you're in field service, supply chain, benefits, or any other operations-heavy business, we'd love to discuss how we can help.
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