Moraware Integration Notification System

The Challenge: Communication Gaps in Fabrication Businesses

Industry Pain Points

Countertop fabrication businesses face unique operational challenges:

Manual Communication Overhead

- Staff spend hours daily calling customers about templating and fitting appointments

- High risk of human error in scheduling communications

- Inconsistent customer experience across different team members

Complex Project Workflows

- Multi-stage processes: initial template → material selection → fabrication → fitting → installation

- Each stage requires precise timing and customer coordination

- Schedule changes are common due to material delays or customer requests

Customer Satisfaction Issues

- Customers often unaware of project status

- Last-minute appointment changes create frustration

- Poor communication leads to missed appointments and project delays

Business Impact

- Lost revenue from missed appointments (estimated £500-2000 per incident)

- Reduced customer satisfaction scores

- Staff burnout from repetitive communication tasks

- Competitive disadvantage against businesses with better communication

Our Solution: Intelligent Automation Platform

Core Innovation

We developed an intelligent notification system that acts as a communication bridge between Moraware business management software and customers. The system continuously monitors job status changes and automatically triggers appropriate notifications based on sophisticated business rules.

Key Differentiators

Real-Time Integration

- Direct XML API connection to Moraware

- Continuous synchronisation of job data, customer information, and schedule changes

- Intelligent change detection that distinguishes between manual updates and automatic system changes

Smart Notification Logic

- Context-aware triggers that understand business workflows

- Prevents duplicate notifications through sophisticated flag management

- Handles complex scenarios like date changes and status transitions

Multi-Channel Communication

- SMS notifications via AWS End User Messaging

- Email notifications via AWS SES

- Template-based messaging with dynamic variable replacement

- Customisable templates per business and notification type

Technical Architecture: Modern, Scalable Foundation

Technology Stack

Frontend & Backend

- Next.js 15.3.0 with React 19 and TypeScript for type-safe development

- App Router architecture for optimal performance and SEO

- Tailwind CSS v4 for responsive, modern UI design

Database & ORM

- PostgreSQL for reliable, ACID-compliant data storage

- Drizzle ORM for type-safe database operations

- Comprehensive schema tracking orders, events, templates, and notifications

Authentication & Security

- Better-auth library for robust session management

- Account-based data isolation for multi-tenant security

- Protected API routes with authentication middleware

Cloud Services Integration

- AWS SES for reliable email delivery

- AWS SNS/End User Messaging for SMS notifications

- AWS CloudWatch for logging and monitoring

State Management & API

- TanStack Query for efficient data fetching and caching

- RESTful API design with consistent error handling

- Real-time updates through optimised polling

Architecture Highlights

Data Flow Design

1. Sync Layer: A cron job fetches and processes job data

2. Processing Layer: A notifications cron job evaluates trigger conditions

3. Delivery Layer: AWS services handle actual message delivery

4. Tracking Layer: Comprehensive logging prevents duplicates and enables analytics

Key Features: Comprehensive Communication Automation

1. Intelligent Job Monitoring

Real-Time Data Synchronisation

- Continuous polling of Moraware API for job updates

- Smart change detection algorithms

- Preservation of notification state during updates

Advanced Filtering

- Date-based filtering for relevant jobs

- Specific job ID targeting for focused monitoring

- Activity status filtering (TBC, Confirmed, Scheduled)

2. Multi-Stage Notification Workflows

Templating Notifications

- Date confirmed: Immediate notification when templating appointment is scheduled

- Reminder: 1-5 days before appointment

- Date moved: Automatic notification if appointment changes

- Day-before: Detailed reminder with specific time slot

Fitting Notifications

- Time confirmed: Notification when fitting time is finalised

- Reminder: 3 days before fitting appointment

- Date moved: Automatic updates for schedule changes

- Day-before: Final confirmation with precise timing

Additional Workflows

- Upstands/Tall Upstands scheduling and reminders

- Snags (touch-up) appointment management

- Revamp job notifications with multi-stage progression

- Supply-only job coordination

- Re-visit scheduling for warranty work

3. Advanced Template System

Dynamic Content Generation

- Rich variable replacement system with 15+ data points

- Customer-specific: name, phone, email, address

- Job-specific: material type, colour, edge profile

- Company-specific: business name, contact information

- Scheduling-specific: dates, times, appointment details

Template Management

- Visual rich-text editor for template creation

- Template validation with variable checking

- Usage analytics to optimise messaging effectiveness

- A/B testing capabilities for message optimisation

4. Comprehensive Analytics Dashboard

Real-Time Metrics

- Notification delivery rates across SMS and email channels

- Customer engagement tracking

- System performance monitoring

- Cost analysis and ROI calculations

Implementation Highlights: Technical Excellence

1. Moraware API Integration

Robust XML Processing

- Complex XML parsing for multi-nested job data structures

- Efficient pagination handling for large datasets (200k+ jobs)

- Session management with automatic renewal

- Comprehensive error handling with retry logic

Data Transformation Pipeline

- Intelligent mapping from Moraware's complex data structure to normalised database schema

- Material information extraction from job forms

- Customer data consolidation from multiple API endpoints

- Payment status tracking through form field analysis

2. Smart Notification Engine

Flag Management System

- 40+ notification flags per job for precise duplicate prevention

- Context-aware flag resetting based on change type

- Preservation of notification history across updates

3. Multi-Cloud Reliability

AWS Service Integration

- SES integration with bounce and complaint handling

- SNS/End User Messaging for high-deliverability SMS

- CloudWatch integration for comprehensive logging

- IAM role-based security for service access

Error Handling & Recovery

- Automatic retry logic for failed notifications

- Dead letter queue implementation for persistent failures

- Comprehensive error logging with context preservation

- Manual resend capabilities for critical notifications

Business Impact: Measurable Results

Operational Efficiency

Time Savings

- Eliminated 2-3 hours daily of manual customer communication

- Reduced staff workload equivalent to 0.5 FTE

- Freed up staff for higher-value customer service activities

Process Reliability

- 100% consistency in customer notifications

- Zero missed notifications due to human error

- Standardised professional communication across all customers

Customer Experience Enhancement

Improved Communication

- Proactive notifications reduce customer anxiety about project timelines

- Professional, branded communication increases business credibility

- Timely reminders reduce missed appointments by estimated 40%

Customisation Capabilities

- Personalised messages with customer and job-specific details

- Multi-channel delivery (SMS + email) ensures message receipt

- Template customisation allows brand voice consistency

Revenue Protection

Appointment Management

- Dramatic reduction in missed templating and fitting appointments

- Each prevented missed appointment saves $500-2000 in rescheduling costs

- Improved customer satisfaction leads to positive reviews and referrals

Scalability

- System scales automatically with business growth

- No additional staff needed for communication as job volume increases

- Foundation for additional automation capabilities

Technology Stack: Enterprise-Grade Foundation

Frontend Excellence

- Next.js 15.3.0: Latest App Router for optimal performance

- React 19: Modern UI components with excellent user experience

- TypeScript: Type safety eliminates runtime errors

- Tailwind CSS v4: Responsive, professional design system

Backend Reliability

- PostgreSQL: Enterprise-grade database with ACID compliance

- Drizzle ORM: Type-safe database operations with migration support

- Better-auth: Secure session management and authentication

- RESTful APIs: Consistent, well-documented endpoint design

Cloud Infrastructure

- AWS SES: 99.9% email delivery reliability

- AWS SNS/End User Messaging: High-deliverability SMS platform

- AWS CloudWatch: Comprehensive monitoring and alerting

- Docker: Containerised deployment for consistency

Development Practices

- Type Safety: End-to-end TypeScript coverage

- Error Handling: Comprehensive logging and recovery mechanisms

- Security: Account-based data isolation and secure API design

- Monitoring: Real-time analytics and performance tracking

Conclusion

The Moraware Integration Notification System demonstrates our ability to create sophisticated, business-critical automation that delivers immediate and measurable value. By combining deep technical expertise with genuine industry understanding, we created a solution that not only solves immediate communication challenges but provides a foundation for future business growth and automation.

Ready to transform your business operations? Let's discuss how we can create custom automation solutions tailored to your specific industry challenges and growth objectives.

This case study represents a real-world implementation serving active fabrication businesses. Technical details and business outcomes are based on actual deployment metrics and customer feedback.

Executive Summary