Request Tracking System Case Study: Streamlining Ticket Workflows and Automating Issue Resolution

CASE STUDIES

Modernizing Laboratory Sample
Management with Advanced Request
Tracking Platform

ABOUT THE COMPANY

Advanced Request Tracking Platform

This company specializes in enhancing research informatics workflows to accelerate drug discovery. Through a combination of tailored software development and precise system configuration, they streamline complex processes. Their approach involves standardizing digital automation, integrating diverse applications, and delivering custom data management solutions, all aimed at improving efficiency and reliability in the research environment.

INDUSTRY

Informatics

COMPANY SIZE

Mid Enterprise

CHALLENGE SCOPE

Legacy system modernization and operational efficiency

Executive Summary

Dhuni Software transformed a legacy Pipeline Pilot-based request tracking and sample inventory system into a modern, scalable web application. By redesigning the platform using React and Django with a fully API-driven architecture, we created an efficient, user-friendly solution that seamlessly integrates with existing chemical registration and assay databases while providing automated workflows and comprehensive tracking capabilities.

The Challenge

The Solution

Key Features & Innovations

Technical Architecture

Client Impact

The Challenge

Scientific and pharmaceutical laboratories faced critical limitations with legacy sample management systems:

Technology Stack Modernization Opportunity

Pipeline Pilot–based systems provided a foundation for research workflows but had limited alignment with modern web application requirements. Updating the technology stack offered the chance to adopt contemporary frameworks, enhance support for web standards, and better meet evolving user expectations. Modernization also enables easier implementation of new features, improved maintainability, and a more flexible platform for future innovations.

Scalability Challenges and Modernization Opportunity

As laboratory operations and sample volumes grew, the existing system architecture faced limitations in handling increased data loads and concurrent users. Modernizing the architecture provides an opportunity to build a more scalable platform that can support higher throughput, accommodate expanding user bases, and maintain efficient workflows as research demands continue to grow.

User Interface Considerations

The existing user interfaces were based on older design patterns, which required significant familiarity to navigate. While functional, they did not fully incorporate modern UX/UI principles, affecting workflow efficiency and ease of use.

Our Solution:

Modern Request Tracking & Sample Inventory Platform

Complete Technology Stack Modernization

Integrated Sample Inventory Management

Request Lifecycle Management

Fully API-Driven Architecture

N-Tier System Architecture

React Frontend

Modern, responsive user interface optimized for laboratory workflows
Built using the latest React framework with component-based architecture enabling rapid development and consistent user experience.
Implemented responsive design principles to ensure optimal usability across desktop, tablet, and mobile devices for laboratory personnel.

Django Backend

Robust Python-based backend providing enterprise-grade functionality
Leveraged Django’s mature ecosystem and built-in security features to create a stable, scalable foundation for the application.
Utilized Django’s ORM and middleware capabilities to ensure efficient data management and seamless integration with existing systems.

RESTful API Architecture

Comprehensive API layer enabling seamless system integrations
Designed a fully documented REST API that exposes all system functionality for third-party integrations and mobile applications.
Implemented proper authentication, rate limiting, and versioning to ensure secure and reliable API access for all stakeholders.

Database Optimization

Efficient data modeling for sample inventory and request tracking
Created normalized database schemas optimized for laboratory workflows with proper indexing for fast query performance.
Implemented data archiving strategies and backup procedures to ensure long-term data integrity and regulatory compliance.

Cloud-Native Deployment

Scalable infrastructure supporting distributed laboratory operations
Deployed on modern cloud infrastructure with auto-scaling capabilities to handle varying workloads efficiently.
Implemented containerization and microservices architecture to ensure high availability and simplified maintenance procedures.

Built-in Inventory Solution

Comprehensive sample tracking and management capabilities
Developed a full-featured inventory system that tracks sample location, quantity, quality, and metadata in real-time.
Integrated hierarchical sample organization with customizable categorization to support diverse laboratory sample types and workflows.

Real-Time Inventory Updates

Live synchronization of sample status and availability
Built event-driven architecture that immediately updates sample status across all connected systems when changes occur.
Implemented conflict resolution mechanisms to handle simultaneous updates and maintain data integrity across distributed systems.

Streamlined Request Creation

Intuitive interfaces for sample request submission
Designed user-friendly forms with intelligent field validation and auto-completion to minimize data entry errors.
Implemented template-based request creation to standardize common request types and accelerate the submission process.

Status Tracking

Real-time visibility into request progress and completion status
Built comprehensive status tracking system with milestone-based progress indicators and estimated completion times.
Developed customizable dashboard views that allow users to monitor multiple requests simultaneously with filtering and sorting capabilities.

Priority Management

Configurable priority levels with automated escalation capabilities
Implemented flexible priority system with customizable urgency levels and automatic escalation rules for overdue requests.
Created notification systems that alert supervisors and stakeholders when high-priority requests require immediate attention.

Approval Workflows:

Customizable approval processes for different request types
Developed multi-stage approval workflows with role-based permissions and parallel approval capabilities where appropriate.

RESTful API Design

Comprehensive API coverage for all system functionality
Designed complete REST API that exposes every system feature through standardized endpoints with proper HTTP methods and status codes.
Implemented comprehensive API documentation with interactive testing capabilities to facilitate third-party integrations and development.

Third-Party Integrations

Standardized interfaces for connecting external systems
Created flexible adapter patterns that allow easy integration with various laboratory instruments and information systems.
Developed webhook capabilities that enable real-time data exchange with external systems and automated workflow triggers.

Mobile Accessibility

API-first design enabling mobile application development
Built mobile-optimized API endpoints with efficient data transfer and offline synchronization capabilities for field work.
Implemented progressive web app features that provide native app-like experience while maintaining web accessibility.

Microservices Ready

Architecture supporting future microservices migration
Designed modular API structure with clear service boundaries that facilitate future decomposition into microservices architecture.
Implemented service discovery patterns and distributed caching strategies to support scalable microservices deployment.

Developer-Friendly

Comprehensive API documentation and development tools
Created interactive API documentation with code examples, testing interfaces, and comprehensive error handling guides.
Developed SDK libraries and integration templates to accelerate third-party development and reduce integration complexity.

Presentation Layer

Responsive React-based user interface with modern UX/UI design
Built component-based user interface using modern design principles with accessibility compliance and intuitive navigation.
Implemented adaptive layouts that automatically adjust to different screen sizes and user preferences for optimal usability.

Business Logic Layer

Django-based application layer with comprehensive business rules
Developed centralized business logic layer that enforces laboratory workflow rules and data validation consistently across all interfaces.
Implemented flexible rule engine that allows customization of business processes without requiring code changes or system downtime.

Data Access Layer

Optimized database interactions with caching and performance optimization
Created efficient data access patterns with connection pooling, query optimization, and intelligent caching strategies.
Implemented database abstraction layer that supports multiple database backends and facilitates future migration or scaling requirements.

Integration Layer

Dedicated services for external system connectivity
Built specialized integration services with retry logic, error handling, and monitoring capabilities for external system connections.
Implemented message queuing and asynchronous processing to ensure reliable data exchange even when external systems are temporarily unavailable.

Security Layer

Enterprise-grade security across all architectural tiers
Implemented comprehensive security measures including authentication, authorization, encryption, and audit logging at every system layer.
Created role-based access control with fine-grained permissions and multi-factor authentication to meet enterprise security requirements.

Key Features & Innovations

Modern Web Application Architecture

Single Page Application (SPA)

React-based frontend providing desktop-like user experience
Developed smooth, responsive user interface with client-side routing and state management for seamless navigation
Implemented lazy loading and code splitting to optimize initial load times and improve overall application performance

Responsive Design

Consistent user experience across desktop, tablet, and mobile devices
Implemented flexible grid systems and adaptive components that provide optimal usability regardless of device or screen size
Created touch-friendly interfaces with appropriate sizing and spacing for mobile laboratory environments and field work

Component-Based Architecture

Reusable UI components enabling rapid feature development
Comprehensive component library with standardized interfaces and consistent styling that accelerates new feature development
Implemented component testing and documentation systems that ensure reliability and facilitate team collaboration on interface development

Technical Architecture

Frontend Technology Stack

Backend Infrastructure

React 18

Latest React framework with hooks and concurrent features
Utilized the most current React version with advanced features like concurrent rendering for improved user experience.
Implemented modern development patterns including hooks, context, and suspense for efficient component development and state management.

TypeScript

Type-safe development ensuring code reliability and maintainability
Adopted TypeScript throughout the frontend codebase to catch errors during development and improve code documentation.
The type safety has reduced debugging time and improved team collaboration through better code understanding and IDE support.

React Query

Optimized data fetching and caching for improved performance
Integrated React Query for intelligent data fetching, caching, and synchronization with automatic background updates.
This optimization has reduced server load and improved user experience through faster data access and offline capabilities.

Django 4.x

Modern Python web framework with built-in security and scalability features
Utilized the latest Django version with enhanced security features, improved performance, and modern Python language support.
Leveraged Django’s mature ecosystem including ORM, admin interface, and extensive third-party packages for rapid development.

Django REST Framework

Comprehensive API development framework with authentication and permissions
Implemented robust API layer using Django REST Framework with built-in serialization, authentication, and permission systems.
The framework provided standardized API patterns and comprehensive testing tools that ensured reliable and secure API endpoints.

PostgreSQL

Enterprise-grade database with advanced indexing and performance optimization
Selected PostgreSQL for its reliability, performance, and advanced features including full-text search and JSON support.
Implemented proper indexing strategies and query optimization techniques to ensure excellent performance even with large sample datasets.

Client Impact

The transformation delivered measurable business value:

The platform modernization significantly reduced technical debt and streamlined backend operations. This upgraded architecture supports seamless integration with APIs and the n-tier system, while also enabling the easy adoption of additional libraries, including machine learning tools. In the longer run, this modernization can reduce ongoing technical debt and lower operational costs, driving measurable savings for the business. The new React-based interface provides an intuitive, user-friendly experience that simplifies workflows and enhances productivity. Users now benefit from a responsive, easy-to-use platform that minimizes complexity, accelerates daily operations, and positions the system for future growth and innovation.