App for Proactive Customer Care: Improving Scalability and simplifying Coordination
Overview
For a global automobile manufacturer, acrontum developed a scalable platform for proactive customer care. The client aimed to utilize the continuous data streams from their vehicles through telematics technology to enhance the customer experience during maintenance and repair needs. The solution enables early detection and prioritization of vehicle issues, addresses the challenges of integrating multiple systems and data protection regulations, and significantly increases service efficiency.
Client need
The client sought to shift customer support from reactive to proactive by using both static and real-time vehicle data to detect and prioritize issues early. The goal was to prioritize maintenance problems based on urgency through the analysis of Check Control Messages (CCM) and route them to the appropriate service centers. Data protection and integration requirements across multiple systems and regions had to be considered. The solution needed to be robust and scalable to efficiently process large volumes of data and enable call center agents to take immediate action based on the urgency of the issues.
Highlight
The acrontum team implemented a Minimum Viable Product (MVP) in four different markets with four different call center providers.
Solution built
Acrontum developed a scalable platform that processes both static and real-time vehicle data. The platform automatically prioritized warnings and malfunctions and directed them to the appropriate call center agents. Its modular architecture allowed for easy future expansions and adjustments. The solution seamlessly integrated multiple systems while ensuring the highest level of data security.
Services Used
Stakeholder Analysis, Requirements Elicitation, Solution Conceptualization, Strategic Planning, Web Application Development, Back-End Systems, API Development and Integration.
Client Situation
Approach
Outcome
Client Situation
The client had an extensive repository of real-time telematics data, which provided insights into potential issues with customer vehicles. However, effective means to utilize this data were lacking, resulting in predominantly reactive customer service. Additionally, data protection requirements and the integration of various systems and service providers across multiple regions posed significant challenges.
Approach
Acrontum began the project by identifying market needs and further developing the client’s initial concept. The acrontum team worked closely with the involved stakeholders to address the different requirements and data protection regulations in various regions. Development started with a Minimum Viable Product (MVP), which was implemented in four different markets. The architecture was designed to be modular, allowing for scalability and future expansions and adjustments.
Outcome
The MVP of the proactive customer service application exceeded all expectations. The application was able to process over 500 messages per second without data loss, compared to the originally expected five messages per second. Thanks to the scalable architecture with separate message consumption and production, the MVP is ready for the future growth of vehicle fleets and the expansion of call centers.
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