Global Manufacturer Improves Service and Sales with Mobile Application


The Client

A world-class supplier of corrosion protection coating that prevents nuts, bolts, fasteners, and other materials from being prematurely worn down by extreme weather conditions.

The Challenge

A customer service desktop application was no longer keeping up with an increasingly mobile workforce, the delaying issue resolution process and slowing response. The client risked damage to its reputation for excellent customer service, which also put current and future business at risk.

They knew the solution they needed: a mobile application with the features of their existing desktop application. However, they lacked the technical expertise to develop this app themselves.

Customer requests were submitted through the customer service application, which also tracked the client’s internal communications regarding customer requests, resolution, and management approvals. Since the client’s Field Service Representatives and Sales Engineers were frequently on-site at customer facilities, they were not available to respond to customer requisitions, sample requests or approval requests until they returned to the office.

The Solution

The client chose to partner with Interactive Business Systems based on IBS’ technical expertise and a flexible delivery model that included coordinated efforts from the client’s own internal IT staff. Members of the IBS team would function as technical leads, working in collaboration with the client’s IT team to consult, implement the solution and provide training on new technologies. After close evaluation, IBS chose to roll up functionality into a single page architecture (SPA) in order to remove approval bottlenecks and allow customer concerns to be more quickly addressed.

Having worked with the client before, the IBS team seamlessly moved the SPA project through the full cycle of development. IBS was given access to business users to identify the features they used and valued most in the final product. During the testing phase, the IBS team even had Field Service Representatives and Sales Engineers test drive the application. That step ensured there would be no disconnect down the line between those business users and the completed SPA application.

From there, IBS guided the client’s exceptional IT team through the build and testing phases of the agile process. By amplifying the in-house team’s existing skills, deliverables for the existing application quickly took shape. The client’s technical team was a quick study and soon had a handle on how to create an SPA application. They then set up and deployed the final product in an internal application store from which users could download and install the application.

In the final stages, IBS provided training sessions with the client’s internal IT team, imparting the knowledge to maintain RESTful web services and any components that related to the updated SharePoint 2013. The finished SPA field application launched on time and within budget.

The Results

Today, the client is more efficient than previously achievable. Their Field Service Representatives and Sales Engineers can go about their on-site duties without interrupting their day to return to the office to make approvals. They can remain with customers where they are needed and continue to bolster the client’s reputation in the world.

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Technologies

Technologies used:



  • Front End
    • HTML5
    • CSS3
    • Angular.js
    • JQuery Mobile
    • PhoneGap
  • Back End
    • Web API
    • RESTful Web Services
    • C#
  • Integration
    • SharePoint 2013
    • Client's custom application for Sample Requests,Help Desk issues, Complaints


Technologies

Technologies used:



  • Front End
    • HTML5
    • CSS3
    • Angular.js
    • JQuery Mobile
    • PhoneGap
  • Back End
    • Web API
    • RESTful Web Services
    • C#
  • Integration
    • SharePoint 2013
    • Client's custom application for Sample Requests,Help Desk issues, Complaints