Revolutionizing After-Sales Service: Optimized Quality Control for a Leading Automotive Giant

The client is one of the world’s leading automotive manufacturers and has a vast and diverse network of subsidiaries that operate across various sectors and industries. These subsidiaries are integral to business strategy of the company and play an essential role in expanding their market reach and diversifying their portfolio.

Client’s highest priority is continuously improving services and product quality to ensure customer satisfaction. The client’s goal is to have satisfied customers who will not only remain loyal to the company but also recommend them to others. Delivering exceptional service each day comes with the fair share of complex questions and challenges. Identifying the interconnection of tasks and understanding the impact on operational procedures is very important.

The client was looking for a team to modernize the application and develop it based on the brand’s business needs. They needed someone who would lead the project and not just work as a team extension. The requirement was knowledge of complex automotive processes. Hicron served as a good advisor, having supported automotive groups in implementation and processes on the OEM, importer and distributor side for over 17 years.

The application was first developed by a German company in 2009 and later taken over by Hicron Software House in 2015. Since then, we have been continuously enhancing and developing the application. Our expertise lies in implementing various technologies, based on business needs. The product enhances after-sales service quality control with upgraded technology and improved user experience. Along with a redesigned user interface and improved user experience for reports, our partner also wanted data source consolidation.

The client was struggling with an outdated system that was negatively impacting the company’s performance and operations. The client was looking for an IT partner to take charge of developing and maintaining their product, with a specific focus on enhancing the quality of after-sales services.

The composition of the Dedicated, cross-functional and scalable team over 10 years of cooperation has been changing (about 5-20 experts) including Lead Developer, Business Analyst, Software Developers, Software Testers, and Agile Delivery Lead.

In the bustling metropolis of the digital world, businesses are constantly in search of solutions that can process and interpret large amounts of data. Recognizing this need, our team dove headfirst into the realm of technology and emerged with a powerful analytics module. By harnessing the power of Angular technology, we’ve created an optimized solution capable of handling enormous amounts of data. This isn’t just a tool, but a beacon in the vast sea of information, casting light on valuable insights for the client.

As we delved deeper, we realized that traditional methods of analyzing survey data were no longer sufficient. So, we decided to shake things up. Our team worked tirelessly to develop innovative types of charts that would revolutionize the way survey data is analyzed. These charts, have greatly improved the ability to interpret the data effectively, ensuring data is captured well.

Knowing that a good performance requires a solid system, we turned our attention to data storage and management. We streamlined the data capture mechanisms, implementing them in an on-premise Oracle database. Like a well-oiled machine, this new system ensures efficient and reliable data storage and management, keeping the process running smoothly.

We tailored the application to perfectly align with the clients’ requirements and expectations. Like a bespoke suit, the solution fits each brand perfectly, ensuring optimal alignment and functionality.

In the grand theatre of data analytics, hosting can often be a costly affair. To avoid these excessive costs, we made a strategic decision to host the module internally on the client’s server instead of utilizing the Cloud. This move saved costs and allowed for greater control and flexibility.

We assisted our client in smoothly migrating from a costly Cloud environment to the new solution. To ensure the highest quality performance, we implemented test automation for quality assurance. This was our final act, ensuring that our clients could enjoy a seamless transition with the confidence of a high-quality performance.

We provide not only solutions, but redefine the landscape of data analytics.

The application now is a powerful system that uses interactive tools to improve our processes and enhance customer satisfaction. It acts as a digital consultant, constantly analyzing data and providing valuable insights for self-improvement.

It serves as a knowledge pool for client’s partners and importers, guiding them on areas of focus and how to effectively implement improvements. With the application, the client has a tool to analyze procedures, identify potential, and achieve long-term improvements.

The application also opens up avenues for more in-depth discussions on after-sales quality topics. Interested stakeholders can organize meetings directly using the app. It’s a platform that brings together voices from different walks of life, enabling a collective approach to improving after-sales service.

The application supports 5 automotive customer brands. The layout of the app is customized for each brand, and after logging in, each one is divided into 4 levels: manufacturer, importer, service provider, and dealer.

The application consists of 11 modules and is available in 140 countries. Each module focuses on a specific aspect of the dealership process, allowing for a thorough evaluation. This provides a comprehensive understanding of the current state of the relevant area. By combining the modules, you can conduct a detailed analysis of the outcomes and efficiently address areas of improvement.

A well-performing app to help strengthen after-sales processes. The application serves as a single source of information for 5 brands. It allows OEMs, Importers, and Dealers to efficiently exchange experiences and quickly implement improvement mechanisms. It is a continuously developed ultimate tool for collecting information and handling after-sales processes.