One of the projects I'm most proud of is the ticket system we built for CKW. Here I share the story.
The Problem
CKW managed all service requests via email and Excel. Tickets got lost, there was no overview of resolution times, and nobody knew exactly who was responsible for what.
Our Approach
We built a fully custom ticket system with Next.js and PostgreSQL. Core features: automatic assignment based on category, SLA tracking with escalation, and a real-time dashboard.
The Results
After 3 months live:
- **65% faster resolution** of tickets
- **0 missed tickets** (was averaging 12 per month)
- **40% higher satisfaction** among internal users
What I Learned
The biggest win wasn't the technology — it was removing ambiguity. Once everyone could see who was doing what and when, the frustration disappeared.
The system is now live at [adsticketsysteem.nl](https://www.adsticketsysteem.nl).