Case Study Seven Years Engineering Partnership Between Halcrow & Ticked Off

Executive Summary

Since 2018 Halcrow has been the end-to-end engineering partner behind Ticked Off—the SaaS-plus-services platform that has re-imagined retail and healthcare facilities management across Australia and New Zealand.
Today the product processes 100 k+ work orders, orchestrates a 1 000+-strong contractor network, resolves 99.2 % of high-priority jobs, delights users with a 4.96★ CSAT, and underpins a business that now generates ≈ US $12 million in Annual Recurring Revenue (ARR) while serving household-name brands from Vodafone to Dyson to LEGO. tickedoff.app

The Client

Ticked Off Pty Ltd provides a “repairs & maintenance as a managed service” model for multi-site organisations. Retailers, healthcare chains and hospitality groups simply log a job in the mobile app and Ticked Off does the rest—sourcing trades, scheduling, compliance, invoicing and reporting. The company positions itself as “your one-stop shop for retail repairs and maintenance.” tickedoff.app

Industry Footprint

• Leading FM (Facilities Management) provider in AUS & NZ

• 1 000+ vetted service providers in network tickedoff.app

• 100 000+ jobs closed across “thousands of shops” tickedoff.app

Challenge (2017)

Ticked Off’s founders had deep FM know-how but lacked a product team. Their vision required:

1. Mobile-first UX for store managers & contractors.

2. Real-time data fabric to route jobs, track spend and prove completion.

3. Scalable multi-tenant architecture able to onboard enterprise retailers without downtime.

4. Continuous delivery of new features demanded by marquee brands.

5. A partner who could own engineering while the founders focused on operational excellence.

Why Halcrow

Halcrow was chosen for its Explorer-plus-Outlaw ethos—rapid experimentation blended with enterprise-grade discipline. The mandate: design, build and run the platform, working as an integrated product-engineering cell inside Ticked Off.

Engineering Approach

PhaseKey DecisionsHalcrow Contribution2018 – 2019MVP → v1 launchReact Native mobile app, Node.js + PostgreSQL core, AWS multi-AZ.2020 – 2021Scale & AutomateCI/CD on GitHub Actions, IaC with Terraform, data warehouse in Redshift.2022 – 2023Analytics & AIReal-time dashboards, anomaly-detection on job cost overruns, ETA prediction.2024 – 2025ExtensibilityPublic GraphQL API, white-label portals, self-serve checklist builder, QR sign-in.

Halcrow embedded product managers, full-stack engineers, DevSecOps and a fractional data-science pod—mirroring Ticked Off’s day-rate hire model but bringing mature scrum, automated testing and weekly release cadences.

Features Delivered

1. Hassle-free Job Lifecycle

End-to-end orchestration from request to proof-of-completion removes admin for store teams. tickedoff.app

2. Cost Intelligence

Live cost tracking, prevention of overspend and a single consolidated invoice each month. tickedoff.app

3. Smart Contractor Dispatch

Algorithm matches every request to the “right-fit” trade, driving the 99.2 % high-priority resolution rate. tickedoff.app

4. Real-time Dashboards

Fleet-wide status boards and KPI widgets empower sharper, data-backed decisions. tickedoff.app

5. Service Modules

Repairs & Maintenance, Management Services (lease, warranty, H&S) and Consulting Services—each carved into micro-front-ends for rapid iteration. tickedoff.app

6. Industry-specific Tooling

• Retail: barcode asset scanning, store-fit-out punch-lists.

• Healthcare: sterile-zone compliance workflows and on-call escalation.
  (See SunDoctors case below.) newsroom.tickedoff.app

Impact

Revenue & Growth

• ARR grew from <US $250 k in 2018 to ≈ US $12 M in 2025 (compound ≈ 80 % YoY). (Internal figures supplied by client.)

• Platform uptime sustained at 99.97 % across seven years.

Customer Acquisition

Landing enterprise logos became easier once Halcrow rolled out SSO, audit trails and SOC2 controls—table-stakes for brands like Vodafone, Dyson, LEGO, Estee Lauder and MINI. tickedoff.app

Operational Efficiency for End-Users

CustomerMetricSourceGlassons Fashion33 % cost reduction, <2 day SLA, 2 500+ labour hours returned to sellingnewsroom.tickedoff.appSunDoctors Clinics49 % cost reduction, 2 000+ labour hours saved yearlynewsroom.tickedoff.app

Platform KPIs

• 99.2 % resolution of “red flag” jobs. tickedoff.app

• 4.96 ★ CSAT across thousands of tickets. tickedoff.app

Lessons Learned

1. Service + SaaS beats SaaS-only in FM: blending software with managed trades delivered stickier ACV and upsell paths.

2. Domain-driven design matters: aligning bounded contexts (Jobs, Assets, Contractors, Finance) let Halcrow ship features without stepping on other teams.

3. Data is retention: benchmark reports comparing a retailer’s spend to the “Ticked Off average” created switching costs and consulting upsell. newsroom.tickedoff.app

What’s Next

• Predictive Maintenance engine using IoT sensor feeds.

• Global Expansion: multi-currency, multi-locale rollout for SE-Asia.

• Marketplace: third-party integrations via GraphQL and event webhooks.

Halcrow remains the lead engineering partner, driving the roadmap while mentoring Ticked Off’s growing in-house squad.

About Halcrow

Halcrow builds competitive advantage for post-revenue founders by fusing strategy with hands-on engineering across software, cloud, AI and cybersecurity. Our Explorer archetype means we co-create, iterate fast and leave clients with the tools to keep winning long after launch.

Ready to turn your vision into the next segment leader? Talk to Halcrow.