Fledge
Fledge is a company that develops an ERP system tailored to the needs of production companies, with a primary focus on the metal industry.
An ERP system, Enterprise Resource Planning, serves as the operational backbone of a business, tracking everything from purchases and production to sales. Fledge aims to create a modern ERP package that truly aligns with the workflows and challenges of contemporary manufacturing. During my time at Fledge, I focused on two primary areas: improving the company’s support system and working as a front-end developer on their Angular-based platform.
Support Tool
At Fledge, I implemented a new support system that improved response times, enabled team expansion, and provided users with an accessible knowledge base.
Before I joined, Fledge was using a legacy support system dating back to the 1990s. This system allows users to create tickets through a dedicated support website. However, several issues became apparent:
- Ticket response times were slow.
- It was difficult to expand the support team beyond people already familiar with the system.
- There was no knowledge base system that was easy to access and update.
I was asked to find a solution that could address these issues. The following aspects were determined to be essential for an appropriate solution:
- Ensure faster human responses to support inquiries.
- Make it easier to create and monitor support tickets.
- Centralize tutorials and explanations about Fledge in an accessible and straight-forward format.
After evaluating several possible solutions, I selected HelpCrunch as the most fitting option. It allowed us to implement a lightweight, customizable support widget directly into the application. Additionally, it was a cost-effective choice, providing the necessary functionality at a fraction of the cost of larger competitors. Next to implementing the technology, I was responsible for overseeing a team of 10 first-line support personnel available during operating hours for answering support inquiries.
Front-end
development
Alongside the support initiative, I contributed to various aspects of the Fledge application as a front-end developer.
Working in WebStorm on an Angular project, I used TypeScript / JavaScript, HTML, and CSS to implement new features and improve existing ones. Because Fledge operates as a mature startup, I also gained valuable insight into the organizational challenges of scaling software in a real-world setting, balancing technical priorities with the evolving needs of customers and business.
