Confidentiality Statement: All client identities and sensitive information have been generalized to protect our client's privacy. This case study is shared solely for informational purposes, with no disclosure of specific client details.
Overview
A general contracting firm based in Ottawa specializing in residential renovations and home additions was facing operational stress as lead volume increased. The owner and field crew relied on phone notes, PDFs, and scattered spreadsheets to manage quotes, materials, and timelines — resulting in missed follow-ups, project delays, and administrative overload.
MOSAN stepped in to design a job tracking and client engagement system that was simple enough for field use, but structured enough to support real business growth. Within a few months, the team was running more jobs, closing more leads, and spending less time chasing paperwork.
Challenges
- Scattered Job and Quote Tracking
The business used separate tools for estimating, scheduling, and client communication, often leading to confusion, version issues, or lost details. - Slow Quote Response Times
Without templates or automation, quote creation took days — and many prospects moved on before receiving a formal estimate. - Lack of Project Visibility Across the Team
Field staff and office admins had no shared dashboard to see job progress, client approvals, or delays, creating reliance on texts and check-ins.
Our Approach
Job Management & Estimating Workflow
- Introduced a centralized dashboard to manage active jobs, lead stage, site notes, and quote versions
- Created a library of templated estimates with dynamic inputs for scope, square footage, and custom requests
- Integrated client approval checklists and digital sign-off for faster quote acceptance
Client Communication System
- Built a branded portal experience where clients could see job status, request changes, and access past invoices
- Added automatic updates triggered by milestone completion (e.g. framing complete, inspection booked)
- Synced all email and SMS comms with internal records for a full job communication history
Back Office Streamlining
- Connected job data to a reporting dashboard that tracked time to close, margin per job, and days in queue
- Added tools to assign tasks to subcontractors and log material orders, reducing mid-project delays
Measurable Impact
Ongoing Partnership
Support with this client is maintained through:
- As-needed content edits and estimate logic updates during seasonal shifts
- Lead source analytics to help identify profitable marketing channels
- Continued development of subcontractor coordination tools as new trades are onboarded
Strategic Outlook
The firm is now positioned to take on higher-value projects with confidence — operating with clear systems, faster estimates, and more consistent client satisfaction. Expansion into full-scale design-build offerings is now under consideration, with MOSAN advising on both tech and workflow transitions.
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