Workflow Automation · Astra
Astra cut dispatch decisions from 40 minutes to under two
A multi-site facilities operator
All case studiesResults
Measured against the case agreed at the start.
<2 min
average triage time
-46%
second visits to the same fault
0
escalations missed since launch
Models used
Built on the current generation, chosen on evidence.
Every model is benchmarked against the client's own historical work before it is trusted with any of it, and it runs on their data inside their controls.
The automation
How the flow actually runs.
Each block is a step in the live automation, from the event that starts it to the record it writes at the end.
- Service desk
TriggerCall or ticket opens
Phone, portal and email all enter one queue.
- Astra
ActionRecall the site history
Astra reads years of prior work orders and returns what actually matters.
- Rules
DecisionWarranty or chargeable?
Contract terms decide the route before anyone is dispatched.
- Scheduling
ActionMatch skills, parts and travel
The right technician with the right van stock, not the nearest one.
- Human
HumanCoordinator confirms exceptions
Only low-confidence or high-cost calls reach a person.
- Field app
OutputJob dispatched
Technician briefed, customer told a real window, record written.
Every step is visible and editable by your own team - nothing in the chain is a black box.
The challenge
What the operation looked like before.
Service calls were triaged by a coordinator reading through years of unstructured history in a shared drive. Two experienced coordinators effectively ran the business, and neither could take a holiday during the busy season.
What we did
The work, in order.
- Loaded a decade of work orders, warranties and site notes into a retrieval layer the client owns.
- Used Astra's long-context reasoning to summarise the relevant history for each incoming call.
- Built dispatch as a visible flow with clear routing rules rather than a black box.
- Kept coordinators in the loop on anything the system rated uncertain.
“New coordinators are useful in a week instead of a year. The history is finally in the business.”
Book a working session.
Ninety minutes on your operation with people who have done this work before. You leave with the first three things worth fixing, whether or not you hire us.