System3.
A team-built operations platform bringing service cases, customer communication, self-service and business workflows together.
The operational problem
Repair and service work spans many handoffs: a device arrives, information is missing, a technician investigates, a customer needs an update, and a supplier or business partner may need to be involved. When these steps are spread across email, spreadsheets and unrelated tools, context is easily lost. System3 gives those workflows a shared operational home.
From technician to product decisions
My involvement with the platform is informed by several roles at GladTeknik: first diagnosing and repairing equipment, then sourcing parts and improving operations, and now working on software and technology leadership. That background is valuable when translating small everyday frustrations into software requirements. A request that sounds like a new button is often really about ownership, permissions, follow-up or a missing step between teams.
Customer communication
One important area has been moving support communication into the operational platform. I have worked on shared-inbox capabilities, conversation assignment, statuses, filtering and rules so colleagues can handle incoming email alongside the corresponding service work. The focus is on visibility and continuity: who is responsible, what needs attention and what happens when an inbound message changes a case.
Self-service and business customers
I contribute to customer-facing portal flows that allow cases and requests to be created, information to be collected and progress to be followed without repeated manual exchanges. In parallel, I work with business-customer onboarding and the workflows around account access, prioritisation, follow-ups and operational reporting. Conversations with actual customers help identify where the product needs a configurable process instead of another one-off workaround.
Integrations and automation
Operational software becomes most useful when it connects the systems already involved in the business. My work includes API endpoints, webhook-driven workflows and integration points around accounting, telephony, shipping and partner services. I pay attention to how external events are validated, what happens when they arrive late or fail, and how a colleague can recover without needing to understand the code.
Engineering within an existing architecture
System3 is built collaboratively on a TypeScript and SvelteKit stack with PostgreSQL. Changes need to fit an established data model, permission system and codebase, rather than being designed in isolation. I work with scoped specifications, database changes, automated tests and iterative delivery. For example, service workflows often require separate consideration of customer access, employee permissions, audit history and edge cases before the interface is finished.
Leading through practical feedback
A substantial part of my role is connecting developers with technicians, support staff, management and business customers. I help identify requirements, challenge assumptions and prioritise changes, while also contributing hands-on implementation. The platform is the work of a development team; these examples describe areas I have contributed to, not sole ownership of the whole product.
Boundaries of this case study
System3 is proprietary business software. This overview intentionally excludes internal screens, partner contracts, customer details, credentials and private implementation specifics. The interesting public story is the approach: turning operational knowledge into maintainable software that people can actually use.