Bespoke development of an intelligent technical monitoring platform

Bespoke software development, evolutionary maintenance, third-party integration, and built-in observability.

Companies with large technical monitoring operations often face challenges in terms of efficiency, visibility and traceability, especially when their traditional operating model is based on manual tasks, multiple disconnected tools and limited remote diagnostic capabilities. Our client managed a huge global fleet of devices that required distributed technical personnel on site. The need was clear: to centralise operations on a common platform, automate repetitive tasks and provide staff with tools capable of acting on reliable data, in real time and from any location.

The challenge: digitising operations

The company’s operations depended on physical inspections by operators to verify the condition and functioning of all devices. Time was a variable that was difficult to control and almost impossible to optimise without technology. We had to move from a model that was functional to one that did not give rise to duplicated tasks, risks due to human error and a lack of total traceability.

There are contexts where failure can have critical consequences, so it was important for our client to modernise its operations and centralise all relevant information on a single platform, regardless of the system and country.

The main objectives of the project were:

• To automate the technical diagnosis of devices.
• To replace physical rounds with virtual rounds with digital evidence.
• To integrate various sources and operating systems into a single suite.
• To improve the management of critical events through validated tests.
• To establish traceability and centralised control for multiple locations.

Solution and functionalities in a single IShop Suite

The result was a comprehensive platform consisting of three interrelated functional modules:

Automated device diagnostics

• AI anomaly detection: altered device positions, interference, obstructions.
• Disconnection alerts, synchronisation failures or local storage saturation.
• Status validation through periodic comparison with automatically generated reference patterns.
• Time correction via API and connection to incident processing systems.

Virtual monitoring

• Configuration of virtual routes to verify the status of devices by centre, frequency and schedule.
• Customisable forms by customer and country.
• Evidence capture, technical incident validation and automatic report generation.
• Scheduled and grouped sending of reports according to each client’s rules.

Event management

• Reception of events from multiple sources (integrated platforms, external systems, etc.).
• Validation by operators through downloadable reports and temporal navigation of the history.
• Association between locations, devices and the events that took place in each one for subsequent contextualised analysis.
• Advanced monitoring through an interactive viewer.

Architecture and integrations

• Integration with CRM systems to synchronise customers and centres.
• Embedded observability through integrated dashboards for monitoring operations.
• Permission and visibility system by group and country.
• Modular and scalable architecture, based on Clean Architecture and CQRS principles.
• Interaction with devices via APIs: clip downloads, time correction, etc.

Results

• Drastic reduction in physical tasks thanks to the virtualisation of virtual tours.
• Proactive detection of technical faults using artificial intelligence.
• Total visibility over thousands of devices distributed across multiple countries.
• Complete traceability of each review, event or incident.
• Continuous functional evolution under an agile sprint maintenance model.