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Cases

Assessment Tools for After Sales

Client: A large automotive company, Europe

Issues with the previous application

Client was using a web based extranet application to manage documents and audits for a huge distributor chain. Client wanted to redevelop the application from scratch, since the application had the following major flaws:

  • The application was slow
  • The application did not have any feature whereby the users could directly register and use it after approval from the administrator. This led to a high dependency on the support team which resulted in increased expenses.
  • The solution was not at all cost effective in terms of support and maintenance.
  • The application had outdated information
  • The navigation system was extremely cumbersome to use

Client expectations

  • To review and analyze the limitations of the existing application and come up with a viable solution
  • To refine assumptions by trying to understand client requirements, through close interaction with the client and come up with technical solutions.
  • To recommend and prioritize information architecture
  • To make relevant information easily available to the users
  • To maintain a look and feel that matches the corporate image of the client
  • Maximize communication between users with optimum ROI
  • Deliver the product on time and meet the expected cost and quality requirements

Solution:

Web Spiders team analyzed the client's requirement and came out with an innovative solution. The application is divided into the following interfaces, depending on the types of users who will use the respective applications.

Standard Assessment Tool - Challenges

  • The previous application was very slow to use leading to frustration for end users. An approach was adopted that would make no compromise on functionality or look and feel but at the same time open up any page within 5 seconds.
  • The Offline Audit was very cumbersome to use. A desktop application was created for the offline mode which could be used and uploaded. This helped retain a highly interactive and user friendly interface and at the same time synchronize online with the web service technology.

Standard Assessment Tool

Standard Assessment Tool used to carry out audits for the dealers. Based on the compliance of the audit Dealer Ranking is done. Here are some of the important features of this application:

  • Audits can be created for the dealers and for those audits auditors can be assigned. There are two ways to perform audits: Online and Offline. When the auditor tries to perform offline audit, he/she installs the Offline Audit software in the PC. In the software the auditor downloads the audit questionnaire and he/she can go to a remote location to perform the audit where Internet connection might not be available. Then the auditor can perform the audit offline and upload the same audit online. The Online Audit is useful when one wants to audit and enter his findings and comments as and when sections are completed. At no point does he need to continue the audit at one go. He can always save it midway. Once the audit is completed he can submit the same, after which it is not editable any more.
  • Based upon that submitted audit result the compliance of that dealer is calculated and according to that compliance dealer ranking is done.
  • New users can be created using this tool. After creating the user, the user gets an e-mail where his/her username and password are mentioned and he/she can login to the application with these details.
  • Multilingual site with facility to manage translations through a web interface & Excel template
  • Distributors and Dealer information can be managed using this tool
 

Key Features:

  • Centralized user management
  • Advanced user security
  • Multilingual site with facility to manage translations through a web interface & Excel template
  • Dynamic content management
  • Workflow management
  • Advanced search
  • Online and offline audit tool

Technical Aspects

Server Environment

  • Operating System: Windows 2003 Advanced server
  • Database Server: MS SQL Server 2000 Enterprise with Reporting & Notification Services
  • Application Server: ASP.NET (VB.Net/C#) on IIS
  • Development Tools: MS Visual Studio. NET, Adobe Photoshop 6.0, Macromedia Dreamweaver and Flash
  • The OPTIMAL configuration included two web servers and two database servers in a clustered environment

Client Environment

  • Operating System: Windows 98/Me/NT/2000/XP
  • Browser Support: Internet Explorer 5.x and above

" I have got a good impression of your company: a creative and young team, dedicated and result driven and also found that all the processes and procedures of a good support organization are in place"

- Ruud van Dun, CIO

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Specialist provider of Enterprise Mobility & Web Engineering Services.
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