Optimized quality control of post-sales servicing for automotive giant

One of the major issues faced by the client is the growing need for adequate collection and analysis of qualitative data.

• The client needed an IT partner who would carry ownership for product development and maintenance. The goal is to control, maintain and improve the quality of post-sales services.
• Part of this process is an application for surveys based on which problems are found. Analyzed survey data allows to catch recurring problems. These are imported into the system and it recommends remedies to the problem.

For this process, the client needed an IT partner who would take care of the correct engineering and analysis of the incoming data.

• The client’s system needed to be used directly at the workplace in the car workshop, possibly offline, so that the information is collected as early as possible.
• The multilingual global surveying system needed a responsive web application for service quality improvement in auto repair shops. Dedicated to more than 60,000 users in 140 countries for multiple brands.
• In addition to UI/UX redesign of reports and tech upgrade, our Partner needed to merge data sources and migrate to the Cloud.

The client was looking for an IT partner to lead the development and maintenance of the product.

The composition of the Dedicated, cross-functional and scalable team over 7 years of cooperation has been changing (about 5-20 experts) including Lead Developer, Business Analyst, Software Developers, Software Testers, and Agile Delivery Lead.

• Our team created a new analytics module where we switched from the old type of charts to Angular technology. This type of module provides very large amounts of data that can be effectively analyzed. The product was tailored to the client’s needs.
• When a particular problem is repeated, it is brought into the global system and then the system recommends a particular solution or what the possible counter-measures might be.
• We introduced and implemented two-factor authentication (2FA) to improve the quality of security.
• In the beginning, we were supposed to implement the module in the Cloud, but before the release, we discovered that the maintenance costs would be too high. We made the decision to host internally (at the client’s server). After that, we quickly managed to help with migration out of the Cloud, which was too expensive.
• Our team has reimplemented data capture mechanisms in an on-premise Oracle database.
• We implemented test automation for high standards of quality assurance and synchronized two data sources.