UNAS Services ⎯⟡ Enterprise Operations & CRM Platform
An enterprise-grade operations platform for a nationwide Italian services network, unifying 15+ tax, welfare, immigration and digital identity pipelines across 48 branch offices with a business-hours-aware SLA engine, multi-ledger accounting, and a custom Vue-based PDF form automation studio.
Technologies :
Project Overview
UNAS Group needed to consolidate a nationwide network of CAF, Patronato, immigration and training service centres onto one operational system. Case files moved between branch operators, resellers, and public authorities with no shared visibility, and statutory deadlines were tracked by hand — creating compliance risk on filings where missed deadlines carry real legal consequences for the client.
We designed and built an enterprise operations platform that models the full service catalogue, enforces a granular role and permission matrix across every branch, computes deadlines against real business hours and national holidays, and reconciles money across four independent transaction ledgers — while automating the official Italian government forms that previously consumed hours of operator time per case.
Approach & Key Work
To address these challenges, we implemented a comprehensive strategy:
- Business-Hours-Aware SLA Engine: Engineered a deadline calculation service that advances only through genuine open business time — honouring per-operator working hours, branch schedules, national holiday calendars, and mid-day closure gaps — driving an 8-state case workflow with pause and resume semantics for periods spent waiting on the client or a public authority.
- Granular RBAC Across 7 Operational Roles: Implemented a 298-permission security matrix over 34 resources using Filament Shield and Spatie Permission, cleanly separating super admin, director, shop owner, shop operator, back-office operator, and two reseller tiers — with policy-enforced data scoping so each branch sees only its own customers, files, and ledgers.
- Custom Vue 3 PDF Automation Studio: Built two full-page Vue 3 single-page applications embedded in the Laravel panel — a field-mapping editor that overlays live PDF renders via pdf.js and writes back with pdf-lib, and a from-scratch template designer — so operators auto-populate official Italian government forms from case data instead of retyping them by hand.
- Four-Ledger Financial Accounting Layer: Modelled account transactions, front-office transactions, reseller wallets, and per-customer and per-user balances as independent double-entry ledgers, reconciled through Eloquent observers so every credit, debit, transfer, and pending settlement is written atomically with a full audit trail.
- Unified Case, Ticket & Appointment Lifecycle: Connected customer document vaults, threaded case comments, SLA-tracked support tickets with immutable status logs, staff attendance sessions, and a branch appointment calendar into a single operational timeline surfaced through 24 purpose-built dashboard widgets.
Outcome
The platform now runs day-to-day operations for the UNAS network — 48 active branches, 840+ customers and 983 case files under management — replacing manual deadline tracking with an auditable SLA engine and turning multi-hour government form preparation into a one-click generation step.
Screenshots
↳ Operations Command Centre — Live Case, Ticket & Branch KPIs with Files Breakdown
↳ Bilingual Secure Access Portal (Italiano / English) with GDPR & SSL Assurance
↳ Calendarize — Per-Operator Appointment Scheduling with Colour-Coded SLA Ticket States