Case Study · Field Service

Ledger Row made the export the product.

Five systems held the customer file and none of them agreed. This is what changed in the four weeks after they consolidated, and what it cost them to get there.

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About the Client

Ledger Row, and the spreadsheet at the end of every session.

Ledger Row sells reporting software to accounting teams. Every user ended a session the same way: export to a spreadsheet, then do the real work there. That told us where the product stopped, and the reports had been built to be looked at rather than taken away.

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The Challenge

Scaling operations without losing efficiency.

The reports were finished software. What came after them was not, and that was the half the customer spent their day in.

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Data Silos

The customer file lived in several systems at once and no two of them agreed on the current address.

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Manual Processes

Most of a full-time role went on re-keying the same records and assembling the weekly report.

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Limited Visibility

No real-time insights into customer health or team performance metrics.

The Solution

A unified platform for growth.

The export was rebuilt to carry structure rather than a flat grid, so the file arrives with the grouping and the formulas already in place. The on-screen report became a preview of that file rather than a separate artefact. Both shipped behind a flag and were turned on one customer at a time.

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Key Features

What made the difference.

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Integrations

The systems holding customer data now read and write to one record.

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Automation

The handoffs that used to be re-keyed now run without anyone touching them.

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Analytics

Real-time dashboards for all key metrics.

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Collaboration

Unified workspace for the entire team.

1

Discovery

Week 1: Mapped workflows and identified integrations.

2

Setup

Week 2: Platform configuration and data migration.

3

Training

Week 3: Team onboarding and workflow optimization.

4

Launch

Week 4: Go-live with ongoing support.

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We stopped keeping the customer file in five places. The argument about which system was right ended the week we cut over, and nobody has asked for the spreadsheets back.
Terry Larson
Terry Larson Marketing Director, TechFlow
The Results

What changed after cutover.

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One file, not two artefacts

What is on screen and what downloads are the same object. A change to the report is a change to the export.

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The manual re-keying stopped

Completed jobs move into invoicing without an export, so the back office spends its day on exceptions rather than typing.

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The work after the download is shorter

The grouping and the formulas arrive in the file, so the first ten minutes in the spreadsheet are gone.

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The team owns the changes

Field names, statuses and templates are edited by the operations team. No release is needed to change a form.

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