Case Study: Smart Customer Service Alert System

Overview

Client owns a chain of service stations specifically targeted for luxury cars service and repair.

Business Need

Client wanted to develop a platform which could use location/proximity related technologies to provide Smart Customer Service Alert to achieve higher customer satisfaction by reducing their turnaround time for vehicle pickup after service.

Client Situation

Client wanted to develop a solution for two fold advantages, as improving overall customer service experience, and also increasing overall productivity of service staff members.

Client wanted to automate his manual workflow by using technology driven solution for smart alerts to have On time service and excellent customer satisfaction.

Technologies

iPhone App: iOS SDK 10, Swift 3.0, Xcode 8
Backend System: PHP, MYSQL
Bluetooth Technology Beacons: iBeacon SDK (BlueCats)

Recommended Solution

  • Proposed ideal solution with combination of GPS and Beacon technology based location service
  • Designed a SaaS model to manage service stations accounts and their billing system
  • Developed an end to end solution as combination of mobile app and backend control panel which provides real time location alerts for service station staff members
  • Developed mobile app which supports large area based location tracking (through GPS) and close proximity based location tracking (through Beacons) and real time location update
  • Provided required technical help and guidance to support staff on how to setup Beacons and associate physical location with its ID

Result

  • High end service and better customer satisfaction
  • Good increase in support staff’s productivity by 20-30%
  • Reduced service turnaround time and customer’s waiting time by 70%
  • Automation in each workflow and overall processes improvement
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