In a dynamic business environment, enhanced customer satisfaction ensures that company’s good reputation continues to grow. Providing timely responses to customer feedback often plays the role of a true differentiator in the marketplace.
Complaints handling is directly related to customer experience. Technology can make it easier to record, track and resolve the causes of customer complaints. Alegri Germany and Accesa designed and developed a software solution for tracking and managing the issues and product related defects reported by customers for the Aerospace Division of one of the world’s leading manufacturer of construction and mining equipment.
An issue tracking system allows not only to record, but to follow the progress of every issue or product related problem until it is resolved. Together with Accesa, Alegri implemented a technical solution that went beyond simply recording complaints on product issues. It has the advantage of speeding case resolution while giving the possibility to improve the product in the long run.
Available for SharePoint 2010, the application provides a powerful way to automate the tracking, monitoring and management of product related issues that are generated by clients. Its structure reveals a simple concept: be responsive and fast with customer replies.
Prior to this implementation, product issues were manually handled via Excel files. Alegri in partnership with Accesa leveraged a solution that allows for information to be easily stored an accessed across the organization. It’s about an intranet and extranet solution that makes it easier to deal with customers in an effective and efficient way.
The extranet part is available for identifiable customers and provides a centralized interface for recording complaints from outside the organization. To access the site, users must provide a username and a password. The intranet part is available for the Aerospace Division employees of the beneficiary, who are in charge with the issue management process. After recording, the issues are routed to administrators and then assigned for further investigation.
Pursuing project’s scope, Accesa team ensured the solution automates the end-to-end complaint management process to efficiently capture, resolve and report all related customer issues. The application closes the loop on customer feed-back and provides the necessary insight to drive essential product improvement.
The issue tracking process consists in the following steps:
- Defining the problem – identification and description of the potential defect
- Analyzing the product defect
- Building the team – the project leader can assign individual roles and create a team; tasks may differ from one role to another
- Containment – the product is taken out from the manufacturing process until defects are solved
- Identification of the root causes of the defect
- Initiating corrective actions
- Checking of results effectiveness after proceeding with corrective actions
- Knowledge transfer – the accumulated knowledge can be transferred to other internal teams or departments
- Issue closing
The Administration Section allows the configuration of users’ roles, issue tracking stages and master data definition. Security levels of access for different users are in place. The tool provides an overview of the process and a reporting functionality: various reports can be generated, according to user’s specific needs. Reports can be exported to Excel files, PDF, Microsoft Word.
Being responsible for the overall development process, our team offered consulting services in respect with new features proposal and enhancement. It was also ensured system integration with third party tools.
Our contribution as technology partner materialized in offering assessment of functionalities, architecture and design at features level, development and implementation, business usability consulting and system integration. The project methodology was based on Agile principles.
Nowadays, application integration is becoming one of the key challenges when coming to software development and implementation. The ability of enabling sustainable integration across different types of applications can radically change the way a business process is supported. The system’s integration with third-party tools needed a comprehensive understanding of internal business processes, functional configuration differences and data model differences. Accesa team addressed the challenge of system integration with IBM Rational ClearQuest by implementing effective solutions for connectivity. Integration experience for customers was simplified.
ASP.Net, SharePoint 2010, jQuery, Telerik, Aspose
Project duration: 1 year (from 2012 to 2013).