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The customer calls: one search box, and the whole customer on one page

The support desk. The customer gives an e-mail, a phone number or her own order number, and you get cases, sales orders, the production behind them and deviations on one page — including the deviations the customer reported herself. Phone numbers are found whatever the spacing and country code, and a single unambiguous hit opens straight away. If she says something that is written down nowhere, it is written down there and then as a deviation and a case that are linked. The case opens straight from her card, and the rest becomes one log: the comment with the photo and the report she sends in the same entry, a checklist for what the plumber should go through, and who takes it and by when.