Milwaukee Tool's Internal Service Platform: One Front Door for Everything Service

Milwaukee Tool is the flagship, multi-billion-dollar brand of a larger industrial conglomerate, obsessed with the professional trade end user and known for its fully interchangeable cordless battery ecosystem and connected-tool platform. It engaged Taller to build a single internal platform for its service operations.

Anything service-related lived in fragments: Excel files and reports maintained by hand, processes with little to no visibility, and a legacy ERP that limited what the business could build. Customer experience teams, branch managers and associates, technicians, and IT each worked their own corner of the same processes, in a way that was time-consuming, error-prone, and frustrating for everyone involved, with documentation sometimes amounting to a spreadsheet plus the recording of a call with the people who used it.

Taller built a one-stop internal service-operations platform used across CX, branch, technician, and IT teams, owning the project end to end, from infrastructure and cloud through source code and CI/CD. The team translated spreadsheet-and-call tribal knowledge into formal product requirements through a bi-weekly business feedback loop, implemented the Saga Pattern for long-lived processes with a custom visibility framework built on top, and connected the platform to the modernized ERP through custom integration services. The stack ran on .NET with React and Next.js frontends in TypeScript, on Azure Container Apps with Azure Service Bus and Cosmos DB, provisioned through Terraform and delivered through Azure DevOps.