Optimized quality control of after-sales servicing for automotive giant
Case study

Optimized quality control of after-sales servicing for automotive giant

A way to optimize spending and reduce technical debt
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About the project

  • Industry
    Automotive
  • Ongoing Partnership
    since 2014
  • HQ
    Germany
  • Team composition
    5-20 experts ramping
    up and down throughout
    7+ years of collaboration

Key Achievements:

  • Recreated application as a single source of information for the after-sales process;
  • A highly customized solution serving 5 automotive brands using advanced technology to improve data processing and visualization;
  • Intuitive and reliable product with a reduced number of bugs;
  • Ongoing product vision development guided by partnership and a strong level of trust.

About the Client

The client is one of the world’s leading automotive manufacturers and has a vast and diverse network of subsidiaries that operate across various sectors and industries. These subsidiaries are integral to business strategy of the company and play an essential role in expanding their market reach and diversifying their portfolio.

Client’s highest priority is continuously improving services and product quality to ensure customer satisfaction. The client’s goal is to have satisfied customers who will not only remain loyal to the company but also recommend them to others. Delivering exceptional service each day comes with the fair share of complex questions and challenges. Identifying the interconnection of tasks and understanding the impact on operational procedures is very important.

Challenges

The client was looking for a team to modernize the application and develop it based on the brand’s business needs. They needed someone who would lead the project and not just work as a team extension. The requirement was knowledge of complex automotive processes. Hicron served as a good advisor, having supported automotive groups in implementation and processes on the OEM, importer and distributor side for over 17 years.

Background Info

The application was first developed by a German company in 2009 and later taken over by Hicron Software House in 2015. Since then, we have been continuously enhancing and developing the application. Our expertise lies in implementing various technologies, based on business needs. The product enhances after-sales service quality control with upgraded technology and improved user experience. Along with a redesigned user interface and improved user experience for reports, our partner also wanted data source consolidation.

Business Needs

The client was struggling with an outdated system that was negatively impacting the company’s performance and operations. The client was looking for an IT partner to take charge of developing and maintaining their product, with a specific focus on enhancing the quality of after-sales services.

Our Approach

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.

In the bustling metropolis of the digital world, businesses are constantly in search of solutions that can process and interpret large amounts of data. Recognizing this need, our team dove headfirst into the realm of technology and emerged with a powerful analytics module. By harnessing the power of Angular technology, we’ve created an optimized solution capable of handling enormous amounts of data. This isn’t just a tool, but a beacon in the vast sea of information, casting light on valuable insights for the client.

As we delved deeper, we realized that traditional methods of analyzing survey data were no longer sufficient. So, we decided to shake things up. Our team worked tirelessly to develop innovative types of charts that would revolutionize the way survey data is analyzed. These charts, have greatly improved the ability to interpret the data effectively, ensuring data is captured well.

Knowing that a good performance requires a solid system, we turned our attention to data storage and management. We streamlined the data capture mechanisms, implementing them in an on-premise Oracle database. Like a well-oiled machine, this new system ensures efficient and reliable data storage and management, keeping the process running smoothly.

We tailored the application to perfectly align with the clients’ requirements and expectations. Like a bespoke suit, the solution fits each brand perfectly, ensuring optimal alignment and functionality.

In the grand theatre of data analytics, hosting can often be a costly affair. To avoid these excessive costs, we made a strategic decision to host the module internally on the client’s server instead of utilizing the Cloud. This move saved costs and allowed for greater control and flexibility.

We assisted our client in smoothly migrating from a costly Cloud environment to the new solution. To ensure the highest quality performance, we implemented test automation for quality assurance. This was our final act, ensuring that our clients could enjoy a seamless transition with the confidence of a high-quality performance.

We provide not only solutions, but redefine the landscape of data analytics.

Hicron's imapct

The application now is a powerful system that uses interactive tools to improve our processes and enhance customer satisfaction. It acts as a digital consultant, constantly analyzing data and providing valuable insights for self-improvement.

It serves as a knowledge pool for client’s partners and importers, guiding them on areas of focus and how to effectively implement improvements. With the application, the client has a tool to analyze procedures, identify potential, and achieve long-term improvements.

The application also opens up avenues for more in-depth discussions on after-sales quality topics. Interested stakeholders can organize meetings directly using the app. It’s a platform that brings together voices from different walks of life, enabling a collective approach to improving after-sales service.

The application supports 5 automotive customer brands. The layout of the app is customized for each brand, and after logging in, each one is divided into 4 levels: manufacturer, importer, service provider, and dealer.

The application consists of 11 modules and is available in 140 countries. Each module focuses on a specific aspect of the dealership process, allowing for a thorough evaluation. This provides a comprehensive understanding of the current state of the relevant area. By combining the modules, you can conduct a detailed analysis of the outcomes and efficiently address areas of improvement.

The Results

A well-performing app to help strengthen after-sales processes. The application serves as a single source of information for 5 brands. It allows OEMs, Importers, and Dealers to efficiently exchange experiences and quickly implement improvement mechanisms. It is a continuously developed ultimate tool for collecting information and handling after-sales processes.

Scope & Highlights

UX/UI Redesign

Single module with aggregated data

30+ charts for detailed analysis

60 000+ users

140 countries

Exit from the non-optimal cost of the cloud

5 Brands

11 modules

Outcomes

Fully customized solution driven by modern technology for better and faster data processing, visualization for further product improvement.

Reduced number of bugs and automated testing for high-quality assurance.

The product is more intuitive for users.

The multilingual global survey system we created is a modular, responsive web application for service quality improvement in auto repair shops.

Ongoing Product Vision Development based on partnership and bi-directional trust. 7+ years!

A cost-optimized in-house solution with a greater business rationale in this particular case.

Currently used by more than 60,000 users
in 140 countries. The portal is used by multiple brands.

Technologies we used

Angular from 6 to 12 (updated), Java 8 to 11 (updated), Spring 4 to 5 (updated), Spring Boot 2 – 2.1 (updated), Oracle, MySQL Aurora

From our library

Hicron Software House digitizing Automotive supply chain

Testimonials

What our partners say about us

After carefully evaluating suppliers, we decided to try a new approach and start working with a near-shore software house. Cooperation with Hicron Software House was something different, and it turned out to be a great success that brought added value to our company.

With HICRON’s creative ideas and fresh perspective, we reached a new level of our core platform and achieved our business goals.

Many thanks for what you did so far; we are looking forward to more in future!

hdi logo
Jan-Henrik Schulze
Head of Industrial Lines Development at HDI Group

Hicron is a partner who has provided excellent software development services. Their talented software engineers have a strong focus on collaboration and quality. They have helped us in achieving our goals across our cloud platforms at a good pace, without compromising on the quality of our services. Our partnership is professional and solution-focused!

NBS logo
Phil Scott
Director of Software Delivery at NBS

The IT system supporting the work of retail outlets is the foundation of our business. The ability to optimize and adapt it to the needs of all entities in the PSA Group is of strategic importance and we consider it a step into the future. This project is a huge challenge: not only for us in terms of organization, but also for our partners – including Hicron – in terms of adapting the system to the needs and business models of PSA. Cooperation with Hicron consultants, taking into account their competences in the field of programming and processes specific to the automotive sector, gave us many reasons to be satisfied.

 

PSA Group - Wikipedia
Peter Windhöfel
IT Director At PSA Group Germany

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