A commercial cleaning firm where no one knew a job was missed until the client called
Built one coordination platform that tracks every job handoff between dispatch, crews, and supervisors, shows who saw a task and whether it was done and reviewed, and compiles the end-of-shift report on its own from what the crews actually logged.
A commercial cleaning contractor runs crews across dozens of client sites, mostly overnight. Coordinating a single job means a chain of handoffs: dispatch assigns it, a crew runs the checklist, a supervisor is supposed to review it, and any follow-up gets passed to the right person. All of that lived in email threads and files on a shared drive. The trouble was visibility. No one could see whether a crew had even opened the assignment, whether the site checklist was actually finished, how long it took, or whether a supervisor had signed off. A missed corner of a building often surfaced the next morning, when the client called.
On top of that, every night ended with someone compiling a report of what got done across all the sites. Night crews did not always fill in their part, so the report had gaps, and the person assembling it spent a couple of hours each shift stitching together what the records did and did not say. The morning view of the previous night, the comparison against the same period last year, all of it was held together by hand.
We built one platform that holds every site, every assignment, and every handoff in one place. When dispatch assigns a job, the chain is visible end to end: who it went to, whether they opened it, when the checklist was started, how long it ran, and whether a supervisor reviewed and signed off. The follow-ups route to the right person automatically instead of living in someone's inbox. Role-based access keeps a dispatcher, a crew lead, and a supervisor each looking at the slice that is theirs.
The end-of-shift report then assembles itself from what the crews logged during the night. Instead of one person reconstructing the shift in the morning, the report is already built, with the gaps flagged where a step was skipped rather than silently missing. A dashboard shows the status of every site at a glance, and the night-over-night and year-over-year comparisons come straight off the same records.
A missed task now shows up the moment it is skipped, not the next morning from a client. Supervisors review against a record that says who did what and how long it took, so accountability stopped depending on memory. The morning report that used to take a couple of hours of stitching is ready when the shift ends, built from the crews' own entries, with gaps marked instead of hidden.
The firm coordinates the same volume of overnight work across all its sites without adding a coordinator, and the work left for a person is judgment, deciding what to do about a flagged site, not reassembling the night by hand.
“The cleaning was never really the problem. The problem was that I couldn't tell whether a job had been opened, finished, or reviewed until something went wrong and a client told me.”
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