Migro had a working internal application — but every day, its team was losing one to two hours per person to manual data entry, scattered tasks, ad-hoc translations and a custom file-search dance whenever a customer called. Graffino rebuilt the operational core of the business: a centralized platform with Kanban task management, automated invoicing, role-based reporting and a customer file that opens itself the moment the phone rings. The payoff goes beyond saved hours — a faster, automated process keeps Migro's customers moving instead of giving up mid-recovery, and frees the team to take on more of them. In a commission-per-completed-case business, that's revenue.
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The client
Migro helps Romanians who have worked in Germany recover income tax and child allowance. The product is simple from the outside — pay nothing up front, recover an average of ~€1,785 per customer per year — but the back-office reality is anything but. Each customer means a file, supporting documents, translations, status updates, internal tasks and, eventually, an invoice.
On any given month the team works through roughly 500–700 case files, 1,500–2,000 phone calls, 300–400 invoices and 2,000–3,000 internal tasks, with a directly impacted core of 5–10 operational employees, accountants, customer-facing staff and external partners. When the system slows down, every one of those numbers slows down with it.
German specialistOnly firm in RO with a German lawyer on staff
Income taxRecoverable for 2022–2026
Child allowanceLast 6 months recoverable
13+ yearsOf recovery experience
19% commissionCharged only after recovery
The challenge
Migro already had an internal application — but it was built for basic record-keeping, not for a case-processing operation running at the volume above. The team filled the gaps the only way they could: with Excel, informal messages, notes, photos sent through Google Translate, and tools that didn't talk to each other.
The daily friction added up:
Across 5–10 directly impacted employees and roughly 22 working days a month, that translated into an estimated 160–320 hours per month spent on manual or poorly structured work — a real operating cost of roughly €2,000–€3,500 a month, with another €500–€1,200 lost to avoidable errors and corrections.
"The decision didn't come from an abstract digitalization initiative. It came from a clear operational need: the team was losing time, the system was limited, and errors were affecting productivity."
Approach
Graffino had previously delivered Migro's public website, so the partnership started from established trust. That trust shaped the brief: don't replatform for its own sake — fix the parts that are actively slowing the team down, and tie them into a coherent operational backbone.
The engagement followed Graffino's cumulative three-step consultancy process — and it's the consultancy, not just the code, that moved the numbers:
What we built
Rebuilt the daily working surface around how the team actually moves through a case — multi-tab support, faster navigation, fewer clicks per action.
Reorganized customers, files, documents, tasks and invoices into clearer relationships so context follows the user instead of being chased.
Replaced messages and ad-hoc notes with a board where every task has an owner, a stage and a visible status — no more "did anyone do this?"
A redesigned interface tuned to long-session use: high information density without visual noise, with the brand identity carried through consistently.
Removed the manual generate-and-upload loop. Invoices now flow straight from the case to the invoicing system, in the right state, with the right data.
An automatic record of what each employee did, when. The team gets a clear history per file; management gets reality, not estimates.
Reports a manager used to spend hours in Excel for now generate themselves, scoped to the right role and the right slice of activity.
When a customer calls, the platform opens their file automatically. The operator picks up already in context — no scrolling, no searching.
Before / after
| Area | Before | After |
|---|---|---|
| Internal system | Functional but limited | Modernized, easier to use |
| File access | Manual search every call | Opens automatically on incoming call |
| Task management | Informal messages and notes | Kanban board with clear ownership |
| Data structure | Fragmented across systems | Clearer relationships between entities |
| Invoicing | Manual generation and upload | Integrated with invoicing software |
| Reporting | Hand-built in Excel | Automatic, role-based |
| Employee activity | Limited visibility | Continuous activity journal |
| Prospects | Copied manually between systems | Reduced manual dependency |
| Communication | Informal and fragmented | Structured through tasks |
| Excel dependency | High | Markedly reduced |
| Error risk | High | Lower and more contained |
| Management visibility | Limited | Real-time across activity, workload, performance |
| Customer response | Manual context search | Faster, more contextual response |
Results
Working estimates built from observed volumes, time-per-activity measurements and a fully loaded internal cost of €8–€12 per hour — kept as ranges on purpose, because that's what the platform conservatively delivers in production.
HOURS RECOVERED PER MONTH (HIGH SCENARIO)
Up to 2 hours back per employee per day across the directly impacted team — roughly 160–320 hours every month, depending on the scenario you model.
Time saved across the team
1–2 hours back per employee per day, across 5–10 directly impacted employees and ~22 working days.
Direct monthly savings
Pure cost of operational time no longer spent on data entry, searches, manual invoicing and reporting.
Operational error reduction
From 20–50 corrections per month down to 10–25 — fewer forgotten tasks, fewer mis-keyed invoices, less lost context.
Indirect monthly impact
Time recovered from clarifying, reworking and updating information after avoidable mistakes.
Capacity released per employee
The same team can take on more cases without the headcount line growing in lock-step with demand.
Annualized operational impact
Combining time saved, errors avoided, and lighter coordination — paying the project back in roughly 7–16 months.
From their customers, back to revenue
Migro's business model has a hard truth built into it: the commission is charged only after a successful recovery. A customer who gets frustrated waiting on hold, who is asked to resend documents twice, or whose case quietly stalls between teams isn't an inconvenience — they're revenue that walks away mid-process. Before the platform, that friction was invisible and unmeasured. Graffino's work attacked it at every step of the customer's journey:
| What we automated | What Migro's customer feels | What it does to Migro's revenue |
|---|---|---|
| File opens on incoming call | An answer in seconds — no waiting while an operator searches | Fewer frustrated customers abandoning mid-process |
| Structured tasks & activity journal | No case silently stalls between teams or shifts | More cases reach completion — and commission |
| Cleaner data, fewer manual re-entries | Documents asked for once, correct paperwork the first time | Less customer effort, fewer silent drop-outs |
| Automated invoicing & document flow | The recovery completes — and pays out — sooner | Shorter lead time per case, faster cash flow |
| 12–25% capacity released per employee | New customers get taken on instead of turned away | More cases in parallel, without new headcount |
Put together, the automated process grows Migro's revenue on three fronts at once: volume — the same team serves more customers; conversion — fewer customers give up halfway through a process that now moves visibly forward; and speed — each completed case, and the commission behind it, lands sooner. The efficiency story is real, but this is the bigger one: a back office that stopped leaking customers.
New use cases
What worked for Migro is a repeatable, cumulative three-step process — and an engagement can start at whichever stage your business is in.
We measure how your operation actually runs — volumes, time per activity, error rates and real costs. Already know your numbers? Skip ahead.
We restructure the flow around one source of truth — faster and more efficient before a single line of code is written.
We build the custom platform that locks the redesigned process in — automation, integrations and real-time visibility.
Why it matters
Migro's platform is now a custom operational system for digitalizing files, tasks, invoicing, reporting and customer support inside a document-heavy B2C business. The team spends less time chasing information and more time on the work that actually moves a case forward. Management sees what's happening in real time, instead of waiting on a Monday-morning spreadsheet.
The pattern travels. Any service company that processes many files, manages recurring administrative tasks, runs heavy customer communication and needs to scale without becoming chaotic — accountancies, legal firms, debt-recovery agencies, recruitment, immigration consultancies — has a version of the same problem Migro had. The same operational principles solve it.
Have a process that has outgrown its tools?
We design custom platforms that turn manual, fragmented operations into structured, measurable workflows. Tell us where the friction is — we'll show you what it's costing you.