A mechanism that improves the process of booking a service, i.e. monitors the process and the work at various service places. It also makes customer service more efficient.
Automation of processes and parallel subprocesses of the service.
Managing the process of placing orders and working time of service employees.
A dedicated system that helps in managing the company and supervising the company’s facilities in various locations. It allows monitoring inventory, joint ordering of products, control of employees' tasks and sending alerts reminding about tasks to be performed. It has also analytical mechanisms and many other subsystems aimed at efficient management.
The application connects and merges the entire database, thanks to which it is possible to unify prices, ranges and service availability as well as easy data synchronization in mobile applications, partner systems and on websites.
There has been no dedicated solution on the market that would suit the company’s structure and processes. Available tools, however, did not meet the requirements of simplified interfaces. They were associated with unjustified, high financial outlays and the need to significantly reduce the extended functionalities to adapt them to the needs and habits of the current team and business partners.
Our task was to conduct research on system users (a narrow group of employees). Basing upon the results, we were asked to develop mechanisms to improve efficiency and, if necessary, to add new functionalities. The main goal of the research was to simplify processes as much as possible, which would allow the user to navigate the application without problems.
Booking a service place
The module combines 3 simple goals: to book a service place, to remind about the booking, to perform the service. Special mechanisms have been prepared for mobile and desktop users and service employees. A dedicated solution provides a maximum simplified system for placing and booking orders. What’s more, a reminder mechanism allows customers to know about the rim replacement time well in advance, and the generated service place cards support the quality of customer service. The use of alerts has increased order efficiency by 80% – punctuality has improved and service places have been filled up much faster. This was especially important for corporate clients who have many vehicles at their disposal. The use of a triple confirmation path – sending an email with a link, sending a text message with a link, forwarding information to CS to contact a customer – has increased filling up the service places by 40%. Mobile booking customers especially appreciate SMS notifications.
Order submission process automation
A module that solves the basic problem of the company, i.e. managing the process of accepting orders, i.e. the number of orders and the time spent on handling them. The mechanism allows you to go through the process of placing an order step by step during a conversation with a client, and then provide a quote and send the order for approval by e-mail or by printing relevant documents. The mechanism reacts to price volatility and specific types of orders, thanks to which it perfectly fits the needs of the company while simplifying the entire procedure.
The application is dedicated to mobile devices so that you can quickly place an order in the presence of the customer by asking the appropriate questions. The module connects to the customer base, thanks to which we know the history of his orders and know whether he is entitled to discounts. The application has reduced the time for placing orders by 1/3, thanks to which a much larger number of orders are currently supported. Automation reduced the time of browsing orders, preparing contracts and printing them. It also lowered the scale of mistakes related to valuations. The application allowed for effective control of the status of orders in the company, which resulted in a 60% increase in the number of orders issued on time and a 30% rise in the number of orders issued before the deadline. It also showed a visible improvement in the quality of customer service, which had an impact on the increase in their satisfaction, loyalty to the company and a tendency to recommend.
This module supports both managers and employees. It monitors working time, calculates adequate remuneration, sends alerts if the employee has not performed a specific activity – e.g. he has not saved the exit time. Individual application modules support various processes in the company but this employee’s panel, thanks to its transparency, provides easy management. On one hand, it allows you to quickly respond to various problems, and on the other hand, it has a motivating function. The employee sees his results and can improve himself. What is more, any conflicts over working time or non-timely activities can be resolved immediately, not at the end of the month.
In addition, the alert system reminds employees of permanent activities, such as replacing fluids in machines or cleaning surfaces. This has a direct impact on the tools lives – currently the tool exchanges are 50% less frequent.
It is worth mentioning, the order control mechanism not only speeds up the process, but it also makes browsing orders much easier. In this way the problems which accured while looking for customers orders were almost eliminated – the error rate was cut down by 90%!