DIGITAL TRANSFORMATION OF SERVICE ORDER MANAGEMENT: ARCHITECTURE AND IMPACT OF MULTI-FUNCTIONAL PLATFORMS

The article examines the digital transformation of service order and reservation management

through multifunctional platforms. Traditional order management in the service sector has long relied

on phone calls, paper notebooks and manual administrative control. However, as the number of

customers, service types and resource allocation requirements increase, this model becomes

inefficient. Digital reservation platforms integrate time slots, employees, locations, payments,

notifications and customer data into a unified information system. The article analyzes platform

architecture, monolithic and microservice approaches, API integration, database transaction control,

data integrity, concurrency issues, security mechanisms and predictive analytics. The study shows

that modern reservation platforms are not merely electronic calendars; they are multi-layer digital

management ecosystems that support operational processes, customer flow and decision-making in

service enterprises.