How U&D Square's shift based operation helped shape Mera Work

A 24/7 managed IT services business needed workforce data that matched real shifts, rosters and overnight work. Their feedback changed how Mera Work handles logouts and shift rosters.

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Operation24/7, rotating shifts
StatusActive subscription
Shaped by their inputLogout and shift rosters

About U&D Square Solutions

Based in Pune, U&D Square Solutions Pvt. Ltd. provides 24/7 managed IT services to managed service providers and customers globally. Through its MSP Square operations, the business supports areas including NOC, helpdesk, security and cloud services.

In an operation like that, working hours do not fit neatly into a nine to five day. Teams work across shifts and schedules, and work can begin before a scheduled shift or continue beyond midnight. For managers to trust the information in front of them, it has to reflect how work is really happening.

The challenge

Tracking time was straightforward. Making sense of it was not

On paper, workforce tracking looks simple. In a shift based operation it rarely is. As U&D Square began using Mera Work day to day, the team brought real situations to the table:

Early logins
Changing rosters
Overnight work
Shift cut offs
Dashboard sessions
How time records lined up with screenshots

Does what we see in the system reflect how our teams actually work?

These were not feature requests for the sake of it. They all came back to one question.

Honest feedback

They challenged us when something did not look right

U&D Square did not quietly work around things that did not make sense. At one point, activity appeared against an employee on a day the customer believed that person had not worked. Before raising it with Mera Work, the team had already checked with its own IT team and the employee's manager.

They wanted to know what had happened and, more importantly, whether they could trust what they were seeing. Those conversations pushed Mera Work to look harder at the product too.

What changed

Their feedback shaped what we built

Over time, the relationship moved beyond fixing individual issues. A logout capability was implemented around U&D Square's requirement. Shift roster management was developed as both teams worked through the realities of managing people across different schedules.

Instead of expecting U&D Square to adapt its processes around the software, the focus moved to how the software could better support the way its people already worked.

Working it out together

They brought ideas, not just problems

U&D Square's team did not stop at pointing out what was not working. When bulk roster capability was taking longer than expected, they asked whether employees could update their own shifts each day. They suggested exploring whether Mera Work could work with their existing NOC Portal, where employees were already updating shifts, and discussions also covered integration with uKnowva, with regular touchpoints while the remaining requirements were worked through.

It became less about a customer asking a vendor for another feature, and more about two teams looking for a practical answer together.

The honest part

Not everything worked the first time

There were challenges. Some features needed refinement, there were questions about the information being captured, shift management took time to get right, and there were moments when U&D Square expected more.

By December 2025 the platform had become more stable for the team, while some shift management work remained. Through 2026 both teams kept working through roster management, reporting, integrations and other operational requirements. The relationship was not built on everything being perfect from day one. It was built on both sides continuing to work at it.

Where it stands

U&D Square challenged the product, shared detailed feedback, suggested alternatives and stayed part of the journey.

Active Confirmed in use by July 2026
Continued U&D Square carried on with its subscription
Rosters Shift and roster management shaped by their requirements
Logout A logout capability implemented around their requirement

Our shift operations are quite specific, so we needed more than a standard workforce tracking solution. What I appreciated was that the Mera Work team listened to our concerns, understood how we actually work, and kept improving things based on our feedback. It has been a genuinely collaborative experience.

Laya Nigam Shrivastava, HR, U&D Square Solutions Pvt. Ltd.

What we learned

Built by listening

Some customers show you that your product works. Others show you how it can become better. U&D Square did the latter, bringing the everyday realities of a shift based workforce into the relationship and saying plainly when the product did not quite fit.

U&D Square did not simply adapt to Mera Work. Its experience helped Mera Work adapt too.